• Bookmark

    SSENSE

Ratings On Other Platforms

Trustpilot
4.4 / 5
Better Business Bureau
1 / 5
Corporate Values

Overview

SSENSE has a consumer rating of 3.42 stars from 983 reviews indicating that most customers are generally satisfied with their purchases. Consumers satisfied with SSENSE most frequently mention fast delivery, perfect condition and free shipping.SSENSE ranks 2nd among Designer Clothes sites.

  • Service
    105
  • Shipping
    102

This company does not typically respond to reviews

Positive reviews (last 12 months): 6.9%
Positive
5
Neutral
1
Negative
66
View ratings trends
78
See all photos

What reviewers want you to know

Positive highlights

  • Love the format -- items are easy to view; wide selection; prompt customer service and excellent about returns.

Critical highlights

  • Domeone steal my credit card before and purchase in your page!
How would you rate SSENSE?
Top Positive Review

“GREAT GREAT GREAT”

Minh T.
6/30/20

Despite 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.

See positive reviews
Top Critical Review

“READ REVIEWS BEFORE PURCHASE!”

daisy a.
1/13/22

My bad I did not read reviews as this was my second time ordering at this site. I was confident I even paid express shipping just to get the item before christmas. Long story short, been lied by fed ex about the package whereabouts, every agent that I speak was trying to get rid of my call. My item was "DELIVERED" and signed by someone I didnt recognize, so do I have to be okay with that? Who is really liable? You robbed me my hard earned 593$! I want my money back!

See critical reviews

Reviews (983)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (170) credit card (31)
daisya76
1 review
6 helpful votes
January 13th, 2022
Verified purchase

My bad I did not read reviews as this was my second time ordering at this site. I was confident I even paid express shipping just to get the item before christmas. Long story short, been lied by fed ex about the package whereabouts, every agent that I speak was trying to get rid of my call. My item was "DELIVERED" and signed by someone I didnt recognize, so do I have to be okay with that? Who is really liable? You robbed me my hard earned 593$! I want my money back!

Tip for consumers:
ORDER in STORE AT A LEGITIMATE WEBSITE!

Products used:
Gucci belt

Service
Value
Shipping
Returns
Quality
julieng24
1 review
20 helpful votes
May 18th, 2021

This company is a joke. I have to call almost every days as they never replied email and took them 4 Month to refund me return items. I have send more than 20 times the tracking number, who received/ signed it and so on but alway say we don't have it until open a claim with Paypal and finally 24h they found it. After 4 month I got my refund and received an email because I open a case with Paypal they will not accept any future order. What a Joke...

Service
Value
Shipping
Returns
Quality
aimeet65
1 review
6 helpful votes
January 19th, 2022

Zero. That's the number of items I have received from my order after a month. To top it off, I get an e mail saying one of the items in my order is not in stock…. Why was it "available" on the website then? Very disappointed with this very disorganized company. Will not be purchasing from here again. Shop far fetch instead, much more reliable

Tip for consumers:
Go to Farfetch instead

Products used:
I haven’t received any products yet, order placed one month ago. The product I was looking forward to most is “no longer in stock” although it was advertised as in stock and I purchased it. A month ago.

keileiy
1 review
15 helpful votes
January 5th, 2021
Verified purchase

Customer service is poor and it appears all of the staff is working from home. Several reps seem distracted and do not want to do their job. If you ask to speak to a manager they tell you that they don't have managers. I was also told that I can tell the customer service rep/security my complaint and they would forward my complaint. This online store is a joke and they make you jump through several hoops to be refund. Will not be shopping here again. There is a reason Nordstrom is still in business.

Tip for consumers:
Make sure you won’t need a refund if ordering through this online store. The return process is terrible and the customer service/ “security” is even worse.

Products used:
Sweatshirt

Service
Value
Shipping
Returns
Quality
richardh2142
1 review
10 helpful votes
July 13th, 2021
Verified purchase

Truly 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
robertot51
1 review
10 helpful votes
July 13th, 2021
Verified purchase

This is probably the worst customer service I've ever seen from an ecommerce website.
I bought a $120 USD sandal from them that didn't fit. I returned the merchandise to them without the cheap regular box that every single product comes with.

Because I returned the sandals without the cheap cardboard box, they are refusing to accept the return.

Insane how bad their customer service is, stay away!

Tip for consumers:
Don't use this website.

Products used:
Sandals

Service
Value
Shipping
Returns
Quality
samr350
1 review
22 helpful votes
July 9th, 2020

Do not order from SSENSE if you plan on making a return. I have bought many things from this site never having an issue until there was an item that didn't fit me. They claimed that my package got lost and was never received by the warehouse even though I provide via my tracking number it did. After over a month of fighting with them for my refund they finally did. I've read some other reviews that talked about the same issue. Order but be cautious when it comes to returning an expensive item they will claim it's lost.

vann63
1 review
5 helpful votes
January 9th, 2022
Verified purchase

It's been 2 weeks since the day I placed an order and there's no shipment, no response! Do not buy from this website. Totally a scammer! Warning to everyone!

Service
Shipping
minht25
1 review
8 helpful votes
June 30th, 2020

Despite 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.

jeddyb
1 review
13 helpful votes
March 23rd, 2021

Do not order from ssense if you have never order before. I tried ordering shoes on March 12th and my order has been cancelled twice. They told me change the payment method so I did. Still cancelled my shoes. The verification process for payment methods is pure bull$#*! I would definitely not recommend anyone ordering anything from here. Especially if you need it as soon as possible.

christophef6
1 review
8 helpful votes
June 27th, 2021
Verified purchase

They are very unprofessional. The item I purchase was sizing way too small (ok, it happens), so I tried to return it. I had to message them 7 times, my first 3 messages were ignored, the supposed automated system doesn't work and never sends you instruction, they send you the wrong document. They do everything they can to prevent you from returning items and from reimbursing you. It's been 5 weeks of messaging them every other day, I just got my "return label"…which is actually an invoice.: facepalm:
If you don't know how to do business online, then don't.

Service
Value
Shipping
Returns
Quality
catherinea227
2 reviews
8 helpful votes
August 13th, 2020

I shipped back items and I waited 2 weeks to get a refund it's a shame
Their refund takes 2 to 1 month
They are always late and fund excuses
On top of it I received 2 VERSACE ITEM DEFECTIVE BRACELETS and now I have to ship them back and wait for a refund AGAIN for 2 weeks!
They never answer emails or phone
This service s zero I'm not happy at all

Ok then you buy a necklace in June 390$ in July it's in sale 320 $ then in august 210$
Waow next time I will wait I'm disgusted it's so cheap at the end

rosac196
1 review
8 helpful votes
September 28th, 2021

If you get the damaged item and want to return it, make sure you have taken the pictures before shipping back the item. The return specialist just won't trust any word from you as their customer. After they refused to give u refund, you have to call multiple times to get your item back, and the return specialist Anna just stopping giving u any updates. Don't see how she is specialized in processing the returns, maybe better to place in the warehouse

Tip for consumers:
Just don’t shop here, try other luxury department stores that are reliable.

Service
Value
Shipping
Returns
Quality
faizak7
1 review
5 helpful votes
July 14th, 2021

I've had a very bad experience with this brand I don't recommend it at all. I had Bought trainers and they sent me another size so I called for a refund and I send back the item only for them to not only blame me, lie about the refund and the customer service was probably the worst I've encountered. I didn't receive a refund until I opened a case with pay pal, if you do plan on buying from then just make sure that you use pay pal even the product it was fake :(

normaw120
1 review
2 helpful votes
January 7th, 2022

Closed phone lines…. Days of waiting for email reply's and then losing out on merchandise that was part of your order. How did SSENSE get so bad?!?!?! Long time customer who is now a UNHAPPY CUSTOMER

Products used:
Have purchased all kinds of wardrobe items

Service
Value
Shipping
Returns
Quality
marial1663
1 review
3 helpful votes
August 9th, 2021

Really frustrating experience, sadly. I bought a £450 Issey Miyake Pleats Please dress, which didn't fit me - totally normal. However Ssense do not provide any support for shipping returns, I had to arrange it independently (v surprising and unlike my experience with LN-CC / Outnet / Reformation etc., where returns are organised by the shopping platform). I sent off a number of Track & Trace returns that week; and this is the only one that got lost somewhere in Canada! This has never happened to me before, and I am at a loss what to do - have literally just had £460 (inc shipping from SSENSE in the first place!) gone down the drain. The whole point of online shopping is that you can feel comfortable returning high value items like you would in a store! Will not be shopping at SSENSE again.

Products used:
I bought an Issey Miyake Pleats Please dress, however it got lost in the post when I was trying to return it (didn't fit). The Returns aren't free, and aren't organised by Ssense. The loss of the dress has cost me £460

Service
Value
Shipping
Returns
Quality
gustavm22
1 review
17 helpful votes
April 19th, 2021

Bought a pair of CDG Converse High the other week. They arrived surprisingly fast, only took three days but when I got them in hand I felt something was off with them, so I looked up a side-by-side comparison with a fake pair, and came to the conclusion that my pair was actually a fake. Not sure how often this happens on this site, it was my first time shopping there but I for sure will never do it again. Peace.

Value
Shipping
Quality
jasond1083
1 review
1 helpful vote
January 11th, 2022
Verified purchase

Ordered on 12/10/2021 not even shipped by 1/11/2022. The customer service is garbage, only idiot still buy on this site.

Tip for consumers:
Shop else where, I won’t buy from them again. Garbage company

Products used:
There’s no one managing this company, everyone who pays for luxury brands expect things to get shipped within 1-2 days even during the pandemic and this is a standard for all high end brands. Their customer service is just copy and paste emails giving apologies without resolving any issues and provide zero answers.

Service
Value
Shipping
Returns
Quality
dr349
1 review
6 helpful votes
May 10th, 2021

AVOID this company the parcel that I received was empty, sent them pictures and yet they refuse to investigate/show any evidence that they actually sent the item. They also refuse to take any responsibility and I would really hate for someone else to experience this so please use Saks or Holt Renfrew but not them as their customer service is appalling and unprofessional.

Service
Value
Shipping
Returns
Quality
meganl392
1 review
1 helpful vote
January 14th, 2022

Terrible customer service! I waited for hours and finally chat with the customer service. They just asked my information, and didn't give me any help. And end the chat without saying anything! And this situation happened many times! It cost me weeks on this! I gave up! Really useless customer service!

Products used:
Clothes and perfume

Service
Value
Shipping
Returns
Quality
kathyd392
1 review
24 helpful votes
August 21st, 2020

Bought 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!

jessep219
1 review
3 helpful votes
December 16th, 2021

I have multiple orders with them. 1 is three weeks old, my emails go unanswered by humans. I continually get sent through a system of automated bull$#*!. First experience with them and not good so far. Tomorrow I'm going to try to call. See what happens

Service
Value
Shipping
Returns
jamesk2275
0 reviews
1 helpful vote
January 12th, 2022

I'm not sure what happened to SSENSE. They used to ship really fast and provided good customer service. Now, I don't even know if they'll ship my order and live customer service is nonexistent. It's been two weeks and my order still shows received. Didn't they just received billions of dollars in investment money and they can't even operate like a billion dollar company? Shop elsewhere!

Service
Value
Shipping
Returns
Quality
michaela3086
1 review
0 helpful votes
June 13th, 2021

I have been shopping at SSENSE since 2008, when it first opened,,!
There customer-service was good then and now it's at Platinum status!
NO OTHER RETAILER/ON LINE STORE COMES CLOSE!
A regular priced item ships with perfection as well as a sale price item ships at perfection!
Open 24 hours a day you're online shopping could not be easier I've never had any issues I have only great things to say about this whole company and their philosophy!
Thanks SSENSE

Tip for consumers:
You won't have to hear due to pandemic your orders will be delayed or you don't have to call UPS or Canada post and get false information here you'll get all the right information

Products used:
Many!!

Service
Value
Shipping
Returns
Quality
aw513
1 review
3 helpful votes
December 24th, 2021
Verified purchase

I ordered my item during thanks giving, emailed them 3 days after I ordered the item since it still haven't been shipped out, no response n followed up with them on day 5 again.
Finally my order status updated to on hold on day 7, emailed them again with no response. They finally emailed me saying the item was oversold and that moment it is still in stock in their website. Only one apology email with coupon. Such a responsible seller, sure I will not order from them anymore.
My bank is charging me admin fee n they are not absorbing the fee. They did not reply my email, not even Facebook messenger.

Tip for consumers:
Irresponsible seller

Service

Q&A (75)

Answer:

Hi Mary, as Esra mentioned, shipping usually takes 2-3 business days. Feel free to call our Customer Care if you have any other questions - we're here to help! #: 1-877-637-6002

By SSENSE C., Customer Care Representative
See more answers (2)
Answer:

Hi Liz - Yes, all our merchandise is 100% authentic, and is backed by our Authenticity Guarantee. If you have any questions or concerns, feel free to connect with us; we're here to help. - Best, SSENSE Customer Care | customercare@ssense.com,@SSENSE, & https://www.facebook.com/SSENSEofficial

By SSENSE C., Customer Care Representative
See more answers (2)
Answer:

Mostly yes but it may well be damaged or of a second hand/pre used quality

By Richard H.
Answer:

The site is a legitimate scam. If your order is over $800.00 you will pay for customs. I found out 5 days after I returned the item. I talked to SSense customer service and they said I should have read the fine print at check out.

By O W.
Answer:

I'm so sad. And they are so rude for not even answering your question! What a sh*t company is this?!

By M N.
Answer:

The site is a legitimate scam. If your order is over $800.00 you will pay for customs. I found out 5 days after I returned the item. I talked to SSense customer service and they said I should have read the fine print at check out.

By O W.
Answer:

Absolutely real, ssense is a trusted retailer and vetted by the industry.

By A G.
Answer:

All of our merchandise is backed by our Authenticity Guarantee. Depending on the designer, merchandise may come with a proof of authenticity. Moreover, to ensure quality, all products are carefully inspected before shipment. You may shop confidently knowing that we are an established and trusted online retailer of luxury brands. Our goal is to provide you with the finest quality of products and services. I hope this information encourages you to continue shopping with SSENSE.

By Katrina L.
Answer:

Hey John - Thanks for reaching out! Here is a direct link to this item. https://www.ssense.com/en-ca/men/product/saint-laurent/black-leather-wyatt-harness-boots/1799693

By Katrina L.

Can’t see your question? Ask to get answers from the SSENSE staff and other customers.

Posting guidelines
Typical questions asked:
  • How long does shipping take?
  • What is the return policy?
  • Where is the company located?

Sitejabber for Business

Gain trust and grow your business with customer reviews

About the business

The two storey SSENSE boutique is located on the waterfront of Montreal? ۪s historic district at 90 St. Paul West. Boutique Hours: Monday 10 AM - 6 PM Tuesday 10 AM - 6 PM Wednesday 10 AM - 6 PM Thursday 10 AM - 9 PM Friday 10 AM - 9 PM Saturd...

Company Representative

ssensec1
SSENSE C.
Customer Care Representative
Typically does not respond to reviews
We're a global online retailer of luxury, streetwear, and independent designers.

Need to get in touch? Email us at: customercare@ssense.com
Connect with us on Twitter:@ssense

How do I know I can trust these reviews about SSENSE?

  • Sitejabber’s sole mission is to increase online transparency for consumers and businesses
  • Sitejabber has helped over 100M consumers make better purchasing decisions online
  • Suspicious reviews are flagged by our algorithms, moderators, and community members
Have a question about SSENSE?

Related articles and tips

6 Prom Dress Disasters

Prom season is here, and you deserve to look and feel amazing for your big party! Whether you are attending prom for the first... read more