“Subject: Formal Complaint – Order #8BK66593GB22384
To Whom It May Concern,
I am writing to express my disappointment regarding Order #8BK66593GB22384. My purchase was processed with an incorrect shipping address, despite my PayPal account containing the correct address on file.
After contacting customer service immediately, I was informed that SSENSE was unable or unwilling to correct the shipping address before shipment. I find this unacceptable, especially when the issue was reported promptly and before delivery.
As a first-time customer, this experience has been extremely frustrating and has significantly reduced my confidence in your company. I respectfully request that this matter be resolved immediately by correcting the shipping address or issuing a full refund if the order cannot be delivered to the correct location.
I expect a prompt response and resolution.
Sincerely,
Miguel Porcell”
“I've honestly never had any issues with Ssense and I've been shopping with them for over 6 years i always get my items very fast and the prices are always so affordable the customer survive is superb especially when it comes to returns, refunds and partial refunds for items that are damaged after the return date period and the items are always authentic I guess I am one of the lucky ones when it comes to ordering from SSENSE cause i always get extremely expensive and rare items for cheap with fast and easy delivery”
“Worst company—be very careful when placing an order. Make sure to request delivery with a signature confirmation. My order was never received. They only provided photos as proof, but there was no signed confirmation or any proper evidence of delivery.”
“I didn't even receive my item. They apparently used FedEx to post and driver forged my signature as proof of delivery and claims to have left in my doorstep while I was away over Christmas. I sent ssense proof of this and they still refused to refund me. Shocking customer service. Do not buy from them. Or at the least use a credit card”
“I’m sharing my experience with SSENSE regarding a returned item.
I received the item and did not observe any dark or black discoloration at that time. I also never wore or used the item. After I returned it, SSENSE sent me blurry photos showing what they described as dark or black staining and stated that the damage was caused by me.
This was confusing, as the condition shown in their photos does not reflect anything I personally observed or caused. Given that the item is made of silk — a very delicate fabric — my reasonable assumption is that any discoloration could have occurred during handling, storage, or packaging, including possible transfer from the cardboard materials used in shipping.
I approached this situation respectfully and in good faith, but my refund request was denied, with responsibility placed entirely on me. I found this handling disappointing and lacking transparency, especially for a fragile item that was never worn.
I’m sharing this feedback so others are aware and in the hope that SSENSE improves how it reviews and resolves return disputes involving delicate materials.”
“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.”
