“I’m extremely dissatisfied with how this situation has been handled. After submitting all the necessary information and sending emails with the support back and forth, my order was still canceled without any clarification. This process has been a complete inconvenience. This kind of service is frustrating and unacceptable. I will never shop at SSENSE again. Thanks for nothing.”
“This has been an incredibly frustrating experience. My order was canceled twice despite providing all the requested details, with no explanation. It’s unacceptable to waste my time like this, especially when the item could sell out or increase in price. Do better, SSENSE.”
“SCAM Company!!!
This is not a company, but some kind of scammers. If you have to return the goods from outside of Canada, then it is almost impossible. The information on the website regarding the returning policies is absolutely false. I have returned shoes, but now i have neither shoes nor money
Lie number 1: Free returns: Returns from outside Canada are subject to a fee and cost between £26 and €51 depending on the country.
Lie number 2: Return Instructions (i have got it as follows)
SHIPPING CARRIER CHOICE
We strongly suggest that you ship the package with your local postal service for a more effective experience.
Returns shipped with other carriers may result in delays, and incur customs and brokerage fees that may be deducted from your refund at our discretion.
Please use a shipping method that provides you with both a tracking number and insurance. Note that we are not responsible for lost or delayed packages.
a) I have followed the instructions above but due to become a tracking number should pay 51 Euro with DHL. Otherwise no tracking number
b) See the answer i have got right now:
Since you did not use our pre-paid label because SSENSE does not cover return fees for your country, we highly suggest you open a file with your financial institution. (that means I DIDNT USE THAT WHAT THEY DO NOT PROVIDE :-)))))))
c) now I have neither shoes nor money (250 Euro shoes + 50 Euro return fee)
d) the "company" will do everything to not return your money, and for those who are lucky, they will also withhold the cost of the initial delivery of the goods.
e) before u have a deal with "Sense" please read 1-Star reviews here (they are relative fresh and reliable) and others websites like reviews io
Never more!”
“I buy a Jeans from ssense immediately it arrived, I wear it the size is not good. I contact them at the same time, but they refused to exchange it for me with all my explanation. What a bad experience?”
“I’ve been a customer with SSENSE for years, I’ve been dealing with a product for nearly two months. They’ll ignore 50% of my emails after receiving an item with missing hardware, then as I did not have photos originally about the missing hardware and shipped it back a couple of weeks later, they denied the return. I’ve been asking for weeks about receiving a certificate of authentication that can only come from the seller as I contacted the brand itself directly to assist me with the missing hardware and they confirmed they would with the certificate. All my emails have been ignored and they just issued me a FedEx tracking number with a robotic response after 5 emails with the return label. Insane, terrible customer service.”
“Terrible experience! Paid extra for expedited delivery to ensure my order arrived by a specific date, but it was shipped late and missed the deadline completely. Customer service ignored all my emails. Unreliable and unprofessional—don’t waste your money here.”
“Shady tactic to treat their customers, AVOID!
I’ve been a loyal customer of this company for over a decade, but my recent experience has been incredibly disappointing.
I returned a jacket that was too big on me in its "Original" condition plus it was carefully packaged. My package arrived in their facility within a week. Waited 2 weeks with no refund status. I contacted their customer service twice, only to be told the seam inside the jacket was ‘damaged.’ I tried to reach out to their customer service agin, but their responses have been dismissive and unhelpful.
I started digging deeper and found countless other reviews from people who’ve had exact or similar experiences. It seems like a pattern with them recently and it’s really disheartening to see a company treat their customers like this.
This behavior is so unacceptable. I also feel it’s important to share my story to warn others so they don’t end up as another victim of their shady practices.”
“The services of SSENSE has became soooo much worse nowadays. I've been shopping with them since 2016 and things have been alright until this month. They initially sent me a wrong item, completely a different style from what I ordered. I filed the complaint with photos immediately after I unpacked the parcel to them, apparently they messed up in their inventory. Then it took them almost a week to do so-called "investigation" with a number of back and forth and finally confirmed that they messed up on the shipping - don't even understand why people need this long to confirm that they sent a wrong item, which looks completely different from the style i ordered.
After they finally admitted that they sent a wrong item, without replacing this with the right one, they asked me to return the wrong one and asked me to replace the order again for the right item (which i will never do after this horrible experience). After my returned item delivered to their office for a week, their return team emailed me today saying that they rejected my return because what I returned is not the one I ordered, which is absurd as they are the fraud sending me this wrong item at the first place.
As a return customer for 8 years, I will never buy anything from them again, with all these frustration and extremely horrible customer experience compared to all other online sellers. This company is becoming a fraud now.”
“SSENSE has failed miserably in recent time. Bought a jacket from them and they sent a completely different design and size. Returned the incorrect item to them and they were unresponsive and communicative. Don't bother to waste your time chatting with customer service rep because they will either deflect or give scripted responses leaving you helpless and confused without a legitimate resolution.
Don't be enticed by their sale and huge discounts because it will probably be hit and miss, not worth your time and energy to stress over your negative purchase experience. Just buy elsewhere END, Mr Porter, Farfetched etc. And if you really must buy from them, use PayPal or a payment platform which will safeguard your interest if anything goes south.”
“SSENSE sent me the wrong item that was obviously used (smelled of cigarette smoke and several hundred dollars less expensive than the item i purchased). They requested I return the item via prepaid shipping label from UPS. This return did not have insurance or the option to add it. A few days after carefully packing the item and dropping it off at my UPS store, I was sent an email from SSENSE that the box was returned empty.
Since there was no insurance and the item was lost during transit. Their internal investigation found no fault on their end and I was left with the burden of $500 for the price of the original item I ordered (not discounted for the wrong item sent).
If you’re fine gambling with incorrect/used products and a non-insured return process where the company blames long time customer, then shop with SSENSE.”
“Their customer service is horrible. If you ever have to deal with a faulty product, they will not help you. They have admitted to me that they will not follow the warranty that is explicitly stated. am going to have to file a complaint with Pay Pal, the Canadian government and maybe even small claims court. Absolutely do not shop here no matter what. Their business practices are extremely shameful for any business, let alone a luXury one. I dropped a picture of them literally admitting to not following the warranty available somehow?”
“I placed an order with SSENSE online. Within minutes, I received the order confirmation, and a few days later, the tracking number. The package was shipped with FedEx, but SSENSE did not provide any details regarding the contents.
The driver simply left the package on the street and drove off. To this day, the package is missing. According to SSENSE’s terms, a personal handover with a signature is required – which did not happen. Yet SSENSE claims the package was delivered and refuses to take any further action.
No package, no order, no money, and no response from SSENSE. The customer service is friendly, but they are unwilling to resolve the issue. Truly disappointing.”
“I purchased a pair of pants. Once I received them, I tried them on the same day and requested a return as they were too small. I packed the pants exactly as I received them. A few days later, I received an email stating that the pants were damaged. I was shocked to receive this email because I did not wear the pants or leave them unpacked. From the pictures they sent me, it was difficult to discern the supposed damages, which leads me to believe that they were sent to me in that condition. I attempted to communicate with their customer service, but they have refused to respond to my phone calls or emails requesting a callback. The customer service I received was condescending and unprofessional. As someone who has spent thousands of dollars on merchandise from SSENSE, this experience feels like a significant betrayal and has prompted me to reconsider my future purchases from this retailer.”
“Total SCAM company. Please be advised that they will steal your money. I ordered mens’s Versace loafers to get damaged and used loafers (same shoes). The same day I got the order and discovered all the damages on the shoes, I immediately contacted them to report and also printed out a shipping label for a return. They lied to me later claiming that they sent me brand new Versace shoes and blamed me for the damages mind you! Even though they could see the timestamp of when the shoes were delivered vs the time I first contacted them. I lost $600 on that purchase because they scammed me out of my money. I see how they are committing fraud based on not only my experience, but that of so many other customers by either sending damaged items and blaming it on the customers and not refunding them, or they intentionally send totally different item to then claim that they send the correct ones. Also, my friend got a leggings with a hole in it, sense also blamed it on her when she returned it although she never even tried it on due to the fabric which she didn’t like so didn’t even bother trying it on. They are so dumb that they rather screw a customer once and lose the customer forever rather than conduct honest business and expand its customer base. I don’t see how they will keep their customers around with such shady behavior of committing scams.”
“SSENSE is the absolute worse company to purchase merchandise from. I purchased a Christian Louboutin backpack and was sent a cheap velour Versace backpack. I didn't think much of it and contacted them to let them know about the mistake. They gave me the run around and ultimately charged my credit card. I am so upset. I disputed through my credit card but somehow they upheld the charges. Do not purchase from this horrible company.”
“My purchase didn't arrive. Ssense claim that Fedex delivered it (this is entirely untrue) and now say that the case is closed (as if they can decide that unilaterally). Ssense owe me 575 Euros, and I'm now claiming through credit card chargeback.
Avoid these scammers.”
“Ordered an $800 designer belt and it arrived in nothing but a kitchen ziplock bag thrown into a battered cardboard shipping box. Contacted their customer service to complain and received an extremely rude, argumentative, and deflective reply saying they were doing it for environmental and sustainability purposes. You guys are full of BS if you think you can convince anyone your idea of environmental packaging is by using PLASTIC ziplock bags. Let's not try to act like there aren't thousands of brands who have adopted sustainable and environmentally friendly packaging options. You guys just want to cut corners and save a few bucks on packaging all the while blaming the designers "for how they shipped it to you" as if there aren't tons of other luxury outlets that offer their own in-house packaging (I can think of 5 just in Canada). Don't market yourselves as a luxury company when you offer such a terrible buying experience and horrific customer service.”
“This company totally a fraud ordered shirt and they sent me different shirt sent shirt back to them and they have not refunded my funds to me giving me run around DONT BUY FROM THEM FRAUD”
