“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.”
“I have had positive experiences with SSENSE up until my recent order. My package containing a MaxMara hat was left by a courier on my doorstep in clear view from the street. I arrived home to find it missing several hours later and contacted both SSENSE and the courier company -the parcel had clearly been stolen. SSENSE have ignored all of my emails since my initial contact and I am my wit's end with trying to get a response from them, while the courier (FedEx) are saying it is not their responsibility. SSENSE orders do not allow you to select 'signature on delivery' which would obviously prevent such thefts from happening. This is appalling customer service, especially given how expensive the items are.”
“Shocking customer service. I placed two orders in the last couple of weeks. Both incorrect. 7 business days to respond to emails! Incorrect return labels sent for the second order. When I called to explain what happened there was no apology. In fact the agent remained silent so I thought the call was dropped. And then curtly stated that she could either issue a label or I’m free just to use my local courier. No thank you at the end of the call. Just hung up.”
“I have shipped back two items that I have ordered in their original state as the box WAS NEVER even opened. (I have bought other items I like before my shipment arrived so I decided to return them) However, ssense came back saying one item was not from their inventory and they refuse to refund my money back!! This is the not first time I have experienced their exceptionally
non-customer service at all! Never buying from this fraud store again.”
“I’ve been a loyal SSENSE customer since around the time of COVID. When I first started shopping on the website, everything was great. There were a few occasional logistics issues, but I understood they weren’t entirely SSENSE’s fault.
However, I’ve noticed a decline in customer service quality recently.
I ordered a Bottega Veneta bag worth over $2,000, but received a completely different color and model. When I contacted customer service, they asked me to check the code on the plastic packaging—but there was nothing there. While they did offer a free return, I was really disappointed by how carelessly such a high-value luxury order was handled. And by the time I tried to re-order, the bag was already sold out.
In another case, I returned an item using the return label provided, but SSENSE refused to issue a refund. They claimed they couldn’t find the return label history in their system or in the warehouse. Even after I provided proof and tracking showing the item was delivered, they told me to file a claim with my bank instead.
Honestly, it felt like a joke and a complete waste of time and effort.”
“I purchased a sale item that was further reduced the following day. They were difficult and refused to credit the price difference. I feel it is totally unacceptable !I reached out to their customer service several times, and sent proof of price decrease as they requested. They still would not adjust the price difference. It has been beyond frustrating to deal with them. I have been a long time customer and will not ever purchase from them again!!! As a boutique owner I always take care of my clients and do the right thing. Totally unacceptable. It was one day after my purchase in line that the price was reduced. Shame on ssense !”
“Most terrible customer service! I ordered JPG dress I received the dress with tags I’ve tried literally once and the shoulder part was not fitting my shoulders so I returned the dress within few days and within policy, I got an email with photos that it had a stain in the back and they were asking me if I wore it?! I literally tried once! I explained multiple times that I didn’t or notice any stain in the back at all that it can’t be my stain as I don’t even wear make up! I tried the dress ONCE and they don’t want to give me refund I am escalating this matter and I’m absolutely sure I will win because I NEVER WORE THE DRESS! Shame on you SSENSE.com! I will never shop your website again! This is a website that has return policy and I did NOTHING wrong! I will not recommend this website ever again!”
“Horrifically bad service - got a free shipping code and a 10% code in 2023 - to compensate for a failed order back then. Never got to use it because there was a worldwide meltdown in SSENSE's shipping services. Contacted them to get this extended and they point blank refused. I dealt with Kael and Rabby. Unbelievable how a company based in Canada can stand by such capricious and unfair consumer practices. Total joke of a 'luxury' retailer - feels cheap and dishonest.”
“I'm very disappointed in this company! I talked to customer service and she made it sound like it's easy to order. I placed an order, then they billed me a $1.69 to verify that my bank account was mine. Geez! Unfortunately I have to use a post office box for 5 years and pay $170 a
year because for 26 years my mail service has been really bad. I didn't get my mail all the time. so now I'm being
disciplined by your company because you have to send to a post office box.
Then they asked me all these personal questions, which is wrong just to place an order. No wonder people buy from Amazon.”
“TERRIBLE. i ordered moon boots off the app and they took my money very quickly then canceled my order hours later because of some mess about verification which could’ve been easily fixed. EVERY OTHER WEBSITE DOESN’T LET YOU SUBMIT PAYMENT WITHOUT PROPER VERIFICATION STEP TAKEN. and giving me the run around about my money. all the customer service reps are saying it takes 5 business days (this is actually the 6th business day) then they send me a receipt that says it takes up to 10 business days. i’ll never order anything else from them again and i advise everyone planning to shop with them to not do it. it’s INSANE how much you have to go through when you’re spending 210 of your own dollars and customer service is unhelpful! and yes i am an american shopper.”
