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. Never pay for expedited shipping—they are scammers who lie, take your money, and don't deliver on their promises. Unreliable and unprofessional—don't waste your money here. Products used:Bag Service Value Shipping Returns Quality Date of experience: December 6, 2024I'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. Service Date of experience: December 12, 2024I 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. Tip for consumers:Take pictures before you return merchandise for proof of its condition. Service Shipping Returns Quality Date of experience: November 2, 2024Ordered 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. Service Value Shipping Returns Quality Date of experience: September 15, 2024Designer label hat arrived with brown box. It feels that this is cheap item and bought from small market. I have contacted SSense customer service and they just blaim the provider as they shipped and packaged this item. However, i could see 2 SSense stickers on astic bag and hat label tag. So not sure if provider printed SSense stickers. Also SSense customer service mentioned that certain items may not come with their complete packaging to help reduce shipping weight, but this does not affect the authenticity or quality of the product. What is a joke. They are not providing any helps and offereing any solutions. Not professional shop. Do not bu anything from this shop. Tip for consumers:Please do not buy anything from this shop. If you are really desperate, before make any payment, please contact their support to ask if products coming with original box or not. Products used:Hat Service Value Shipping Returns Quality Date of experience: September 12, 2024The absolute worst online shopping experience I've had. SSENSE.com will charge your cc, fail to send purchase for over a week, send emails from consistently different agents, never allowing you to speak w/manager and not communicating w/anyone in the company what is going on. After over a week, cancelling w/o a full refund, deplorable service! Use Farfetch, Mr Porter, YOOX and if desperate, TheRealReal, Vestiaire or Grailed before waiting your time on Ssense.com Service Value Shipping Returns Quality Date of experience: July 26, 2024I had an incredibly frustrating and disappointing experience with SSENSE that I feel compelled to share. I returned an order using the exact same packaging that was sent to me, only to receive a message from SSENSE stating that the shoe box was damaged when it arrived. They informed me that if I couldn't provide a photo of before shipping condition of the shoe box, I would be held responsible for the damage, and they would not accept my return. There was no investigation into who caused this damage, nor was there any assurance that the return center or the shipping company they chose (unfortunately they use USPS in US, which is known for its poor quality service) handled my returns safely. SSENSE simply ignored these crucial aspects, leaving me to bear the consequences without any accountability on their part. As a customer, I should not be held responsible for the shortcomings of the shipping provider selected by SSENSE. Despite this, SSENSE insists on shipping the damaged shoes back to me and is even threatening that if I refuse to accept the delivery, I won't receive any refund thereafter. When I asked them to clarify their policy regarding the responsibility for lost or damaged items during a shipment back to me, they simply started ignoring my questions. The lack of communication and transparency is beyond unacceptable. SSENSE is shifting blame and avoiding responsibility, damaging its brand with dishonest and unreliable service. I want people to be aware that this is not a trustworthy merchant. You run the risk of not getting your money back because they reserve the right to explain—or not explain—their policies as they see fit. This entire experience has left me with no confidence in SSENSE, and I strongly advise others to think twice before shopping with them. If you do decide to shop with SSENSE, please be sure to take photos of the product you receive and the condition of the product you're about to return. It's a pain, but it's the only way to protect yourself from their unfair practices. Products used:Shoes Service Value Shipping Returns Quality Date of experience: August 14, 2024Punch of lying thieves. I paid $42 for express shipping 5-7 days they said, i ordered on March 7th still till this day order status is pending. I have been back and forh with their useless customer service the don't even know where's the order at this point. I asked for refund they said i have to wait till they get back the item, asked how long they do know. I filed a dispute after waiting 3 weeks for them to refund my $153 they provided my back with false information ( tracking number that ind order was delivered). Of course my back closed the dispute in their favor and i had to call and escalate it. Still waiting the result Tip for consumers:punch of lying thieves. I paid $42 for express shipping 5-7 days they said, i ordered on March 7th still till this day order status is pending. i have been back and forh with their useless customer service the don’t even know where’s the order at this point. i asked for refund they said i have to wait till they get back the item, asked how long they do know. I filed a dispute after waiting 3 weeks for them to refund my $153 they provided my back with false information ( tracking number that ind Products used:None Service Value Shipping Returns Date of experience: May 15, 2024If possible, please avoid these vultures, buy from some reputable site. Because if you do not like the item and try to return, no matter what their return policy says, you'll receive nothing. Never again! Service Date of experience: April 24, 2024Horrible experience purchasing at SSENSE. I made a purchase and my old address was on file from a previous purchase, I immediately noticed and contacted ssense customer service regarding the incorrect address. I spoke to multiple reps via email and phone call in which they assured me the order would be re routed to the correct shipping address. The order was never re routed and delivered to the incorrect address ( Mind you, the order didn't ship until about 4 days after this communication) I then contacted ssense to help me with this issue and their response was " dispute it with your payment method" in which I did and while there was communication with ssense, they lied to while disputing the claim in their end and said they had not had any communication from the buyer. They refuse to take responsibility for a mistake they did, horrible and unprofessional service, Do not buy from this establishment. Products used:None Service Value Shipping Returns Quality Date of experience: May 7, 2024I placed an order on 1/15. Fifteen days later it is still "processing" and has not shipped. After inquiring, on 1/23, customer service sent me an email saying it would ship no later than 1/22. They have no idea what is going on and will say anything to string you along. Yesterday, I cancelled the order. I have the feeling that I am in for a long fight to get my refund. Date of experience: March 24, 2024Ordered Ssense's products and paid over $1K in goods in November and by mid-January no package according to their own carrier and they refuse to refund me until they finish an "investigation". Stay away from this company. Date of experience: January 15, 2024Absolutely diabolical and shambolic service from the security team that deals with refunds, they disregard your email completely and don't answer your question so they are completely unhelpful, on top of that blunt and cold responses. They need further training on how to talk to customers. The actual customer service team were friendly and helpful but the security team should go back on probation. Service Value Shipping Returns Quality Date of experience: January 22, 2024Looks like I'm not the only one who has returned an item and SSENSE is refusing to refund and the customer service is terrible keep redirected me to file a claim with my bank without even investigating. These are warning signs as looking at other reviews it's been happening lately.I have been purchasing from SSENSE for a decade up but will never again as they have changed the customer service call center is in Philippines and they have no ideas of how to help you can't transfer you to any supervisor or manager cannot assist and they have it scripted to just redirect you to the finnancial institution. Terrible! Stay way I would be surprise if they file bankruptcy soon Tip for consumers:Stay away do not buy from ssense Service Value Shipping Returns Quality Date of experience: January 25, 2024Bought a few items from Ssense for Christmas and one of the items didn't fit so I made a request to return the item and received RA******* but the return label never arrived in my inbox. Messaged Ssense several times and even offered to pay the shipping myself but needed the correct address to mail returns to ensure they would process my refund, NO returned messages. Have filed a BBB complaint. Buyer beware! Tip for consumers:Buyer beware, return policy isn't honored and customer service is non-existent Products used:Purchased hats, scarf and pants Date of experience: January 16, 2024Just scammers! Even one star will not be enough here, it's just -0! I ordered £1,000 worth of stuff, a £295 sweatshirt arrived without the original label and a £150 cap came in a ripped bag! A bag for £360 without an original label cannot be packed, just thrown into a bag! In the box there is no information about the product, about its return, invoice, nothing, and I am already silent about thanking the buyer for the purchase. The customer service is simply terrible, they respond with prepared words for all cases, which you have to wait for 4 days, although I provided all the videos and photos of how the £1000 worth of items arrived! I have never met such a service before, it's just one complete shock! Ebay has a better relationship with customers! Why didn't I read all the reviews about these scammers before? PEOPLE NEVER BUY HERE EVER, I will post here as much as possible don't buy anything here! Service Value Shipping Returns Quality Date of experience: November 9, 2023Bought balenciaga sock boots as balenciaga didn't have my size... the writing has came off one sock shoe bearing in mind I did pay nearly £600 for these emailed them and they can't do anything about it absolute joke avoid avoid avoid! Date of experience: August 21, 2020I ordered 2 items from SSENSE that were in stock. It's sat in the processing stage for 14 days and still no update on shipping. Contacted customer care several times for an update and all I get are generic responses about the order is still processing and they are busier than usual. This has been the worst online order I have ever placed. Customer service giving generic responses sounding like robots does not give any sense reassurance of them trying to get your order out in a timely manner. 0 stars if that was an option. Tip for consumers:If you expect things to ship in a timely manner, look elsewhere Products used:No product bought as items processed for 14+ days Service Value Shipping Returns Quality Date of experience: November 18, 2022When spending on high ticket luxury items you expect the same or equivalent service. SSENSE lacks this and continues to charge loyal and new customers for stock they don't have. On top of it they make you wait weeks with you having to follow up or even comment on their instagram to get any update or movement. If they do indeed charge you for an item in stock the entire process of getting it shipped take extremely long and again with no updates. I have shopped with company since their early years online and to be honest it pains me but I won't anymore. Still waiting on my order. Products used:Clothing Service Value Shipping Returns Quality Date of experience: June 22, 2023Truly disgusting customer service, the brands they currently carry will not allow them to sell their products for much longer with these services standards. Don't trust the pricing, check the price on the brands website, you may we'll find a better deal. Pray you don't have to deal with customer service as they are rude and offensive. Keep track of any cards you have saved with them they may take money not linked to your order then not even apologize when challenged about it. You'll pay for shipping and returns even when item arrives used or damaged Avoid them and shop elsewhere Tip for consumers:Don't use this site and if you do expect shipping take weeks longer Products used:Shoes, accessories, clothing Service Value Shipping Returns Quality Date of experience: July 13, 2021Despite the horrible negative comments I have read for 3 days, I still decided to give ssense a shot since only they have the shoes I want to buy with such a steal price. Anxiety starts hitting me after I started the order. The next day came, when I tracked the other, it was already there, at the front of my door. Excellent packaging, excellent quality and super fast, the best online order I have ever experienced before. Recommend you guys give them a chance. Date of experience: June 30, 2020I had lots of doubts before ordering a speaker from them due to the bad reviews that they got recently. Once after ordering the product i followed up with them everyday with the same query about my order status. Everytime they replied politely.Finally my order got shipped internationally and reached my country from canada to one of the asian country almost on estimated delivery time. SSENSE is authentic and Not fake. Not every customer who have received their products will post as good positive feedback like i do. But every customer who faced issue will post a negative feedback. So once you read a feedback please keep in mind only you are going through only feedbacks of people who have faced issues. Not everyone will write a positive feedback like i do. Service Value Shipping Returns Quality Date of experience: February 4, 2023I've only ordered from them three times but everything worked out fine for me with shipment to the US. No extra customs hold ups, no duties due, no delays. I have not tried to return anything, however. Date of experience: November 4, 2019If you are outside Canada beware They charged taxes on my order then after delivery I received another bill from fed ex for taxes. When you look at the customs slip they filled out for border patrol they did not include the taxes (over $170) they already charged me so thus the additional taxation from fed ex. I should have never ordered from this company and should have just purchased from a US based store as it did not end of bei