“am extremely disappointed with the level of customer service I received from SSENSE. The representative, product specialist's Jessica, handled this matter poorly and showed no accountability on behalf of the company. While she initially mentioned compensation for the issue, no meaningful resolution or acknowledgment was ever provided.
In contrast, I received far better communication and understanding from Melissa, a representative I spoke with over the phone. Melissa offered a 10% compensation simply due to the excessive amount of time it took for a specialist to respond to my inquiry, which was appreciated and professional.
Despite clearly explaining that I no longer wished to keep the item since it was a gift for my wife and she did not want it repaired; Jessica proceeded to send a return label with no apology, no compensation, and no attempt to retain a customer. This lack of empathy and accountability is unacceptable.
Based on this experience, I will not be purchasing from SSENSE again. I also intend to share this experience through reviews on multiple platforms.”
“I’ve been a loyal, longtime customer of Ssense.com. I purchased a pair of Jil Sander boots from from the site and the experience has been nothing short of infuriating. Also I was a big fan of Jil Sander and I'm incredibly let down by the quality of their product.
I purchased a pair of Jil Sander Beige Calfskin boots. They were originally listed for $1790, I got them on sale for $448 (which came to $541.84 after duties and taxes).
The boots were beige, I hand dyed them black.
Within TWO HOURS on the FIRST day of wear, while walking at a normal pace on smooth, even floors — the plastic heel/sole cracked in four separate places inside the leather. I nearly fell face-first onto the marble floor. This happened as I was on the way to the airport.
Subsequently, during my trip abroad, I went to two different cobblers, both of whom told me the same thing: these boots are IRREPARABLE. That’s how faulty the construction is.
I emailed customer support and after a few back and forth emails asking for the same details over and over they eventually offered a $40 credit. After another back and forth email I received a flat refusal to refund or even offer store credit. This was because the product was altered. Although I understand that reasoning, there is no reason why the interior plastic sole should SHATTER due to an exterior dye job.
For a retailer selling high-end items, this level of quality control and customer service is beyond unacceptable. I will never purchase from Ssense.com or any shoes from Jil Sander again, and I strongly recommend that others think twice before trusting them with a purchase.”
“I wrote SSENSE a message through the website, asking for someone to contact me for a size question as I couldn't figure out the size using the chart. I got a confirmation email stating a representative will contact me shortly. It's been a couple of weeks and I haven't heard back yet.”
“Horrible and takes forever to get your items sometimes 3 weeks. Service sucks. I spend thousands and im looking at Farfetched and YOOX There better and quicker.”
“I contacted them to get more information about why my package was delayed for almost 3 weeks when I paid for express shipping. Still have not gotten any answer and no package. Irresponsible service. I will have to file a claim to Fedex.”
“BEEN WORKING BETWEEN THEM AND AMEX TO GET REFUND ON A HAT THAT WAS RETURNED ( ORIGINALLY SENT THE WROONG SIZE AND HIDDEN BEHIND FINAL SALE) EACH TIME I CALL THEY ASK ME TO SEND OICTURES VIA EMAIL. I THEN SEND PICTURES AGAIN AND AGAIN WITH NO REPLY. THIS BEEN GOING SINCE MID AUGUST”
“I purchased shoes online. I tried them on once received. They were not a good fit for me so I sent them back to return. SSense then reached out to let me know that they could not accept the return because the shoes were "worn." Seems quite ridiculous. It was an online purchase so how I could I try them on otherwise. I literally walked in them for less than 5 minutes. Will not make any further purchases from this group.”
“I have been using this site for a long time and I am very satisfied with their service.Fast and accurate free shipping, with second-day express delivery available for an additional fee. Customer support team works in real time and provides all the information you need. Returns are hassle-free: you'll receive a prepaid return label and receive a refund upon receipt. Huge selection of different brands, and prolonged sale prices. I'm happy with a SSENSE.”
“What a scam! Bought a North face jacket, tried it on for seconds. It was too big, so shipped it back. They claimed it had a strong scent that could not be aired out and shipped it back to me. They ignored my several emails asking for more information and for the matter to be escalated before shipping it back. Upon receiving the jacket, it has absolutely no odour at all! I can’t believe it. This has never happened to me with any other company. It’s the first (and definitely last) time I’ve purchased from ssense!”
“What a scam! Bought a North face jacket, tried it on for seconds. It was too big, so shipped it back. They are claiming it has a strong scent that cannot be aired out and shipping it back to me. They ignored my several emails asking for more information and for the matter to be escalated. They completely ignored my emails and are shipping it back to me! I can’t believe it. This has never happened to me with any other company. It’s the first (and definitely last) time I’ve purchased from sscense!”
“Extremely disappointed. The product’s color, material, and quality were completely different from what was shown. I would not recommend ordering from this seller. It was supposed to be my birthday dress but they messed up my day and thank you very much then i tried to return their product but they send me the China address hahah how can i send to there and they advised to me that pay all border custom fee sooo funny !!!! JUST WASTE TIME AND WASTE MONEY !!!!!!!!!!!!!!!!”
“I just ordered a pair of Converse Weapon Shoes from Essence.I ordered them on Saturday 8-23 -25 and they arrived at my house on Monday 8-25-25 just a little past the original estimated time of arrival.They arrived at my front door in perfect condition only 30 minutes past the original estimated arrival time.The Shoes were exactly what I ordered.They look great and even came with an extra pair of shoes strings which I didn't expect.I have been wanting theses shoes for over six months but no shoe store in my area carried them in the color I wanted and couldn't order them.I usually don't order anything on line because of all the scams going on now but I checked SSENSE out and thought that I could trust them.They did everything they promised and the Converse Weapon Shoes I ordered were delivered in excellent condition,I would order shoes from SSENSE again in the future if they had what I wanted at a good price!!”
“SSENSE sold me a $380 pair of sunglasses that arrived missing a screw—clearly defective. I provided timestamped photo proof, but they ignored the evidence, lied about the condition of the return, and refused my refund. Their ‘security team’ falsely claimed I caused the defect.
Customer service ignored my evidence. Shop elsewhere. This company has no integrity.”
“SCAMMED by SSENSE as first time customer! DO NOT ORDER FROM THEM!
Purchased a pair of XL pants for $165 and they sent me an XS sheer black dress from another random brand instead. They have the audacity to accuse me of swapping the item. They initially agreed to accept the return but now decided to revoke that and block my account. Some of the worst and craziest customer service I have ever experienced as a first time customer.
Absolutely outraged and will never be ordering from them again!! Has anyone else had a similar experience with them?”
“- Ordered goods from SSENSE, shipped to Europe
- Tried to return some of the goods
- It took SSENSE 14 days to respond to my return request
- They responded that they don't pay for the return fees & customs
- They also don't care if you pay any
- So do not order from there to Europe.
- Summary: Losing over 200€ just becuase SSENSE has written somewhere in their terms that they don't pay for the return (quite small font), while promoting LARGELY that they ship FOR FREE internationally - of course
If I had known this before, I would not have ordered. And for sure I will never order there again.”
“They never refunded my order and returned both pair of pants back they were over $1,000. i called to say why they said pants arrived dirty which i had never wore them so they must have opened the box tossed it in their warehouse and took pictures and told me that its dirty, in the mean time i had another pair of tom ford pants with it that had nothing wrong with it they never refunded me for that too. i will never buy or use this site ever again.”
“WARNING - Do not order from this company. I searched the 'CLYDE' kettle i wanted in google and this website came up. I am based in UK and there was no sign that this website was not UK based as all prices were shown in UK £. I ordered the kettle which came with a US plug. I emailed them to ask for advice and if they can send a UK plug or what i need to do. They did not reply for 2 weeks by which time i had bought a plug adaptor myself. I used the kettle and the kettle started smoking. Luckily i was there and not upstairs so i could unplug it before it caught fire. I emailed again saying how unhappy i was. This time i got a response saying it was my fault. 'User error' - that i should have known that the voltage amount, which could be found in small text under description wording would be too high for UK usage and there would therefore be no refund! There are no warnings on their website and no email / alert at checkout that this product would NOT SAFE TO USE in the country it was being ordered from and delivered to. This company should not be allowed to sell electrical products to UK which can cause house fires. I will be contacting trading standards today. I am hugely disappointed by the lack of care or even awareness from SSENSE at how serious this could have been.”
“WARNING! Don't buy items from this store form outside the U.S. They have a really awful return policy where you end having to pay more for the return shipping than for your actual goods. The support is not helpful at all, and you can only return items with DHL. Don't buy your clothing through this shop, find an alternative with a better return policy.”
