SSENSE

Bought 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!

I ordered BIRKENSTOCK
Taupe Regular Boston Soft Footbed Loafers
Size: 43 and instead I received women's Lucile combat boots. Customer service was not helpful and required me to send these back before crediting my account and then I'd need to replace my initial order. I will never ever order from this company again. The best they could do was offer me a 10% discount.

I used to order from here all the time with no problem. I was always impressed by the shipping times, even in Covid. But now, sometimes the order status will be stuck at "processing" for weeks. The last time this happened, after several chats with customer service who always gave me the runaround, someone finally admitted the item wasn't even in stock and gave me a refund. Now I've tried to order again, and the order is processing for a week, then the shipping label is finally created but still doesn't ship and stays this way for days. I don't know what happened to Ssense. It was so good but now I will just order from someplace else. It's just not a reliable business. And what's worse, customer service will lie about the delay and provide as little information as possible. Not helpful.

Looks 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

Ordered a belt on SSENSE and the item came with visible scuff marks. Not the first time this has happened. Very disappointed.

Absolutely 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.

Ordered 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.

I ordered earbuds from SSENSE online. SAMSUNG ear buds ( the unique bean shape in black color - actually a great product!) delivered to me as an used, open box (cut seal tapes on the official Samsung package box) which is obviously a returned item with previous customer's finger print smudges on the charging case and other unpleasant elements of minor scratch etc. on the inside and outside the product. Packaged in a rudimentary plastic bag with some code/sku/numbers on it.

But I am now getting a good customer service feed back and resolution after my complain. SSENSE is putting a sincere effort to rectify the issues for future improvements. I am sure that my experience, though unpleasant, was an isolated incident and most customers are happy with SSENSE service.

Worst company ever.
I purchased almost $1000 Thom Brown sweater from SSENSE and they sent me a pants, different brand, almost three weeks ago.
I requested refund via email as I can't return the wrong item.I provided picture of wrong item that I received from them and
They said it will take 5 business day for me to get it refunded but it's been three weeks and still no reply.

Update:
I finally got refunded but please be aware that to solve this issue I called SSENSE almost 10 times and finally last person from customer service was able to send me the return label. Previous customer service personnels all keep saying there is other department who handle this and did not give me any solution. Another shocking fact was that when I speak to last customer service, she said my case was closed, so if I did not call again I would never get it returned and refunded. If you are willing to waste your time on calling customer service and wait for almost a month if you happen to get wrong item, you can buy from here. Even if they have good collection, I will never buy again, with this horrible customer service.

DO NOT ORDER from SSENSE. They are a terrible company. My order has been "Shipped" for 7 days with no movement. Which means it hasn't been handed over to UPS. I've been getting the weirdest most vague responses from them when I asked what is going on with my order, and they take forever to respond. They said "We'll get a response in 2-3 business days for you on what's going on with your order. WTF? It's going to take 3 days to find out what the f*ck is going on with my order? Still no response. The absolute worse customer service I've ever dealt with. Now I'm out of $100. No order in sight and no idea when it will be here. I kick myself for trying to save a couple extra bucks. Do yourself a favor, and do not do business with these low lifes. Also, their website claims they have phone customer service 24/7, which is a lie. STAY FAR AWAY.

I would give negative stars if I had the choice. I waited for hours in online chat to talk to a CSR who typed one sentence very 5-10 minutes for a simple price adjustment. In the end, the problem was still not resolved. They will contact me by email. Compare to any other website, it's pathetic.

Ssense is fine until they mess up your order and your package is lost while you're left dealing with hours of customer service calls and emails with them and the postal service.

All the while they'll hold your money hostage and ask you not to dispute the charge because the item's 'might' arrive. If you express concerns that what you ordered will be out of stock by the time their investigation wraps up, they'l tell you to buy the items again. And when you do, they'll mess that order up and it will wind up in the limbo of customs.

So exactly 1 month from your original order that they failed to put an accurate address on, you'll have no items, they'll have your money, and nothing more. No accountability on their end. No good faith to their customers, not even a little 5 dollar coupon for your troubles. For the stress and nightmarish retail experience they've just put you through.

Ssense does not care about its customers. It honestly feels like they might even hate them.

This is a company I will never buy from again. Order Dr Martens boots size 37, i was sent a size 38. When I chatted with customer service I was told that the sizes are different from EU/IT... to put an insole in or wear a thick sock! Because of THEIR mistake the shipping cost of £27.41will come of my refund. They also don't provide and exchange. If I wanted to buy them again I'd have to pay the postage of £17 again, and the boots have went up another £37! But its ok they offered me a 10% discount! Lesson learned READ REVIEWS BEFORE PURCHASING ANYTHING!

Used to be reputable and helpful, now absolutely garbage customer service, ignores emails and refuses to uphold warranties etc. Avoid like the plag.

Disappointed in doing business with this company. I purchased an item a week ago and avail the option for a priority shipping (3 business days). It's been a week now and still don't have my package. Their call center agent cannot address the issue and all they give me is a bunch of "apologetic words" with no capacity to resolve the issue..

I bought a pair of Converse shoes from SSENSE and because the fit was not right, I needed to return the item. I did not know this company is based in Montreal, Canada and had to pay international shipping and export fees to return the item which came close to the purchase price of the item. It also took weeks to get a refund. I now think twice before ordering from SSENSE unless I am certain I will keep the purchased item. A suggestion to SSENSE: consider having a US return address/office to keep customers coming back or offer return shipping to your headquarters in Canada at a wholesale price.

I bought gucci shoes from this company... vvvvvv happy of there customer service and authenticity... reliable company no words...

Placed an order with express delivery. It's akreadynine days since they haven't even sent the product. I contacted them through emails and online support and the same useless answers like "we will inform you where is the parcel, when our team informed us".
Asked for a refund at least for express shipping, which does not exist in fact, still no answer.
Very unpleasant experience with this store!
You have to hunt and beg for the goods you paid for

This company has terrible customer service. If you shop here, make sure nothing goes wrong with your order because they will rudely tell you that they will not help. I had an issues with a return and when i opened a claim and even though i had proof of returning the item...they decided that they wouldn't help. Shop elsewhere and not with these risky vendors.

Ok. I used to be one of their VIPs who receive early sales notice, etc. This year I've found their services got worse, especially with their shipping and customer service. I ordered ~$1000 worth of products and never received them. I opened the case and it took them forever to even try to respond back to me. So I had to dispute with my credit card company. Now they blocked my account for disputing it LOL. What an a$$ service is that? Especially for someone who spends $$$$ annually in their website.
I mean I was going to switch to another marketplace with their $#*!ty VAT and duties/tax issues anyway, but this is absolutley disgusting service on their end.

Just 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!

I returned a pair of jeans. Apparently, they did not receive the return, although I had the receipt from UPS dated 3rd nov. I sent them the receipt and all the other details to resolve the situation. It is now Nov 30th and I am on hold with Robin O. This is my third call with him after numerous emails. Very, very poor customer service. They have waited this out. I called Nov 27th and Robin assured me it was taken to escalation. I did not hear back from Ssense. Robin O is now putting in a complaint file. I definitely would never order from this company again.

I ordered a dress for my wife and a week later they told me they checked all of their warehouses to find out that the dress was not available in a large. I went back on their website and saw the dress was available in a XL so I called prior to placing the order thinking this dress was not available either. When speaking to the representative what I believed came true. The dress in the XL was not available either. As a first time customer I don't think I will ever deal with SSENSE again.