SSENSE Montréal

Buyers beware! I’ve been a customer of SSENSE for years and I have loved them, never had an issue until recently. I bought two pairs of similar shoes, tried them both on and sent the pair back that didn’t fit. A few days later I get an email saying that there are signs of wear and tear and they can’t take them back. Of course I responded that I’ve never worn them but was ghosted after that. A few days later, I get the shoes back, open the box and they are in pristine, mint condition as I expected they would be as they’ve never been worn. I don’t like how they treat their customers, assuming they’re crooks when there’s been no prior history and when then ghost them. I’ll never shop here again and I hope you don’t either.

I visited the Montreal store, tried on a piece I loved, and paid for it in person. I was told it would be shipped to me — no issues. Days later, I discovered the order was quietly marked as “Cancelled.” No one reached out. No refund notification. I had to chase answers myself. Eventually, I was told the item was sold to someone else due to a “stock discrepancy.” How does that happen when I physically held the item and paid for it in-store? The apology? A generic 10% off code — as if that makes up for the time, trust, and emotional energy lost. Escalation to the Montreal team was promised but resulted in absolutely nothing. When I asked whether I’d hear back from them, the person I was live chatting with sounded annoyed and dismissive, like I was being unreasonable for wanting a basic follow-up. This wasn’t just a failed transaction — it was a complete breakdown in customer care. If the Montreal store owner is reading this: I hope you reflect on how your team handles mistakes. This wasn’t just a system glitch — it was a failure to take responsibility and treat customers with respect. UPDATE: Thanks for the reply, but I had already reached out to that email address and have yet to receive any response. I’m disappointed that I’m being directed back to the same channel that’s already left me hanging. You say that customers satisfaction is important to you but you paste a generic message towards a serious issue. I mean just look at the reviews people have posted to know you’re not doing a good job. At this point, I just want a proper resolution — not another generic message. Please escalate this to someone who can actually help.

I’ve purchased from SSENSE before without any issues, so I was surprised and disappointed by how this recent experience has unfolded. I received a faulty item and reached out to their customer support via email. I got an initial reply after about a day (understandable, as I’m based in Australia and they’re in Canada), but since then, I haven’t received any further updates — it’s now been four days. I also followed up through their live chat and was told that my email was received and that the issue has been escalated to their product claims team. Apparently, they’re trying to determine whether the fault occurred at their distribution centre or during transit. While I respect and understand that process, it would’ve been helpful to receive a proactive update — especially considering the item in question was an expensive pair of shoes, sale or not. After doing some research, I’ve learned that SSENSE doesn’t do exchanges, only refunds. That’s fine in itself, but the shoes were on sale when I bought them, and I’m concerned that by the time this gets resolved, I may only be offered a refund and have to repurchase at full price — if my size is even still available. At the time I reported the issue, it was. It’s frustrating to be met with silence from a retailer that usually runs smoothly and presents itself as premium. I’ve had good experiences with SSENSE in the past, but this situation has really highlighted how slow and uncommunicative their customer support can be when things go wrong. A quicker and more transparent process would go a long way.

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. 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.

***SELL COUNTERFEIT PRODUCT*** On November 27, 2024, I placed an order on the SSENSE MONTREAL website for a MONCLER Vezere down jacket priced at $2496.17 after tax. I received the item on the morning of December 1, 2024. Upon receiving the package, I immediately opened it and took photos as a precaution for potential disputes. However, I suspect the item to be counterfeit based on the following observations: 1. Genuine Moncler products usually have a triangular tag attached to the zipper, which was missing from this jacket. 2. The product number on the hangtag does not match the product number on the care label inside the garment. 3. The care label features an NFC QR code that should link to the official MONCLER website to verify authenticity, but the code on my jacket could not be scanned. 4. The quality of the fabric and the amount of down filling are significantly inferior to those I’ve seen in-store; the jacket had numerous permanent wrinkles and poor craftsmanship, which was completely inconsistent with the images shown online. 5. The plastic bag the jacket arrived in had a sticker with “R0000050” handwritten on it. Combined with the fact that size 4 of this jacket was continuously out of stock on their website and suddenly restocked just before my purchase, it is highly likely that this was a returned item. There have been numerous complaints online about people buying authentic items from SSENSE, returning counterfeit ones, and SSENSE sometimes failing to inspect returned goods, resulting in other customers buying these counterfeits. Therefore, it is highly probable that I encountered this issue. Regardless, as a customer, I ended up purchasing counterfeit goods from the SSENSE website, and they have not responded to my emails, contacted me proactively, or allowed me to return the product or receive a refund.

Wannabe high end store with employees who couldn't care less. The store itself looks nice, high ceilings and very modern industrial design. But that's it. The styling is a front as the content of the store is very disappointing. I go in person to a scheduled appointment to try on a few items. Get to the designated floor and wait for the person I'm scheduled with to come greet me, really anything. Finally I go to find a few employees talking and fiddling with stuff on a table in what looks like a backroom. Messy, boxes and products laying around everywhere. Turns out that's where my appointment was taking place. The employee greets me only after I approach him. Shows me the products and turns back to what he was doing, doesn't ask if I need help, where to try the products ...nothing. On top of everything, the products themselves are medium to low quality for extremely high prices. You can get 10x better product and service at Ogilvy. Wouldn't recommend this store to anyone.

I've had a $600 fragrance that went out for delivery on June 24th, it never delivered. I contacted customer service and literally nothing is happening besides them saying they refunded me the shipping ( which I paid extra for the one to two day shipping.) It's July 14. I've been contacting them everyday or every second day for the last 3 weeks or so and every time they tell me to wait one to two business days so they can contact their logistics team and they will contact me back through email I have yet to receive an email yet and every time I have went on their live assistance on their website they tell me the exact same thing every time that they understand my concern and they have to wait till they hear back from their team nothing's being resolved and it's getting really frustrating hearing the exact same thing every time. And after sending them emails myself I still haven't received an email back. This is the most unfortunate and terrible customer service I've ever received. I really wish I would have read the reviews before ordering

Been a customer for a few years now, always had a great service either online or on location, if ever you feel like taking an appointment, Hubert is personally my go-to stylist, great guy that will go above and beyond your expectations

I like SSENSE online, I haven't been to the actual store. The service has been good anytime I've needed to return anything, which is often due to sizing issues on my part. They have a wide selection of designer good, which I love. The value for your money is definitely there.

Ordered a pair of $700 shoes only to be shipped a damaged and used pair - that were also the wrong item. The service team is incredibly rude and have not heard back from anyone. This is not a luxury retailer, I've received better customer service from Wal Mart. I'm now out $700 and a Christmas gift

People please take these other reviews seriously. How this company is still open is beyond me. This company is a scam. I have ordered from SSENSE in the past, but this was my first time ordering multiple pieces for sizing purposes. My first order was for three different jackets, one I kept the other two didn't fit. My second order was for 4 and I kept one. From the first batch I tried on the coats, they didn't fit and put them immediately back in their plastic packaging and started the return process. I noticed upon receiving the jackets that they were in that hard cellophane plastic and both were ripped. No big deal I thought this was their way of repackaging after others have returned it (mind you there are no logos from the company, no tags from the company, just a barcode from SSENSE...this is why I thought it was just the way they repackage). Fast forward to an email by the return team that includes pictures of a sleeve (of what I assume is the jacket in question) with what looks like a water mark. They say unfortunately we can't accept this jacket as it's been worn. I LITERALLY PUT IT ON for 1-2 minutes, it didn't fit, and I requested a return label. This is a black jacket with a darker mark on the sleeve. How would I notice this if I had it on for less than 2 minutes? Also I assume when buying from higher end stores that they have monitored and checked the piece to be in new condition. This isn't Grailed or EBay, this is a high end store that sells new pieces . I noticed upon further inspection of the picture that there's white cat fur...there are no cats in my home! I've contacted and emailed customer service multiple times with the last one speaking to a manager named Kadeem that was the worst customer service rep I've ever dealt with. He told me as a solution: you should photograph and document every piece when you receive them...seriously?! When was the last time you ordered something and took it out and photographed it from every angle and inspected every square inch of an item that was sold to you as "new"? If this wasn't a case of sending me a used item and then denying a refund then what does the shipping box look like? Could this have been damaged in transit? We are not allowed to put insurance on the box. They refuse to investigate on their end. Where is the bag? Where is the full view of the jacket? No one is interested at all in trying to resolve the issue. They say they have no way of contacting the return team except through email. The manager said everything that is sent out is new which isn't true since I've tried on the other jackets and returned them. The amount of time I have wasted on this experience is ridiculous. Absolutely the worst company ever.

Unbelievably terrible company with horrible and unprofessional customer service experience. 1st FedEx mis-delivered my order to a completely different address then refused to reattempt the next day delivered even though I paid for express shipping. Called Ssense Customer Care, the agent kept passing the issue around till the closing time of the call center. I emailed and asked them to initiate RTS process as I decided not to keep the order anymore. I ask for refund, and nothing has been done for 4 weeks. Nothing updates provided by their customer Care team as they promised they would do. I asked to have a follow up by their manager or director, they refused and pretended knowing nothing. I still haven't had my refund back up to now. DON'T DO ANY BUSINESS WITH THEM AND I WILL NEVER RECOMMEND THEM TO ANY OF FAMILY AND FRIENDS. PERIOD!!!!

Ordered received from SSENSE with an empty product box. I ordered a $420 Givenchy belt which I did not get. It's sold out many places so I ordered another belt from SSENSE which I got thinking I would be refunded for the first belt and I haven't. Companies are required to declare the item value of the shipment with FedEx in case of lost or stolen items and they did not so I can't get my money back from FedEx as well. It's disgusting that a consumer losses money and a company not do what they can to help. If SSENSE declared the value of the product upon shipping as they were supposed to I wouldn't be out $420.

On July 7, 2024 I purchased shoes online from SSENSE Montreal which located in Montreal, Quebec. The package came on July 12 and I returned 4 pairs on July 15. Package tracking number showed it would be delivered to SSENSE on July 19 but it never came until July 26 and 3 out of 4 items are all wet. SSENSE refused to refund me $2,282.56 worth of the shoes. Therefore, I contacted both SSENSE and Canada Post regarding the the issue. Since SSense provided me with return label, Canada Post refused to solve my claim unless SSENSE makes a claim with them. Out of 40 emails and many phone calls with SSENSE, I spoke to multiple staffs and they all refused to talk to Canada Post for no reason, they ignored my concerns, they clearly ignored my evidences, they ignored my request to do further investigation, and the worst is they refused to escalate this to the upper management. There is no way I could speak with someone overseeing the Returning Team at SSENSE. This is my nightmare shopping at this company as they didn not handle the case properly. The company is Shady. I feel being scammed as I do not know whether Canada Post or SSENSE accidentally made my package wet. Then they returned me with the 3 damaged items without any updates. They forced me to accept them as if its my fault or they will discard it and no refund. Moreover, they told me to deal on my own with my bank and stopped replying to me. I have refused the pacakage as I cant accept their poor business practice. The items are physically in their possession now. I feel threatened. Although Im a small client but I bring the money to them. I did not expect them treat me not humanity at all. This is unethical and unlawful business. I decided to file complaint to the Goverment of Quebec regarding this unethical company as well. I wish I had seen all the reviews on Google, Yelp, Tomatoes, Better Business Burreau regarding this business. Numerous of people had the same troubles like me regarding refunds. Everyone had to deal with their own bank and not getting any support from the company at all. They are punch of lying thieves. Customer Service was very unprofessional. The company has been incredibly difficult to get a hold of. I have wasted so much time and energy dealing with incompetent and rude customer service representatives. This is a horrible dishonest company. I will never purchase again from them with my hard earned money.

Their customer service is horrible. If you ever have to deal with a faulty product, they will not help you. They have admitted to me that they will not follow the warranty that is explicitly stated. am going to have to file a complaint with Pay Pal, the Canadian government and maybe even small claims court. Absolutely do not shop here no matter what. Their business practices are extremely shameful for any business, let alone a luXury one.

Customer services are a disgrace. I ordered a suit, which did not get delivered. Ssense have stated that Fedex did deliver it (their 'proof' is an initial from someone at 'reception', which is clearly a lie since my apartment block has no reception). I'm in the process of trying to get a refund through credit card chargeback. Avoid this company of liars.

Im surprised to see soooo many bad reviews. Ive ordered all of my essentials, BAPE, and Ricks from here totaling about 15 purchases. I want to share a few great, good, and meh. Experiences. I ordered a pairs of Rick Owens during their sale about 2 years ago, and two days later the shoes were cheaper than the price I purchased them for. I contacted CS via chat and they credited me back the difference no problem and from then, I kinda toggled away from A Ma Maniere to SSENSE for my shopping. Shipping- ALWAYS fast 1-4 days from time of purchase. It's expensive to the states $15-$20 but I mean... 1-4 days, not bad. Once around Black Friday the processing time took 5 days but the shipping still took 2 days so not really any complaints there. I've had to process a few returns and re purchases since they don't do exchanges but that has always been a breeze for me. There was ONE time I realized that they were selling defective Rick Owens. I purchased the platform abstract ones w the zipper on the side high top for my boyfriend. First pair, zipper defective and the laces were still laced how the previous owner laced them (mind you I have 4 pairs of ricks all from SSENSE.) These shoes were a clear return probably because of the zipper.... Contacted and was sent a label for a return no issue. Ordered the second pair and waited to ship the first pair back. I had both pair at once.... The zipper was defective on both pairs I didn't bother to purchase a third pair I found that EXTREMELY off but CS has always been great to me. Outside of this one issue, I have put a lot of people on to SSENSE and I sometimes do see bad reviews and REP accusations. I hope and pray SSENSE isn't in the business of selling REPS because ... no.

Company sent me the wrong item, apologized and offered a discount, then refused to refund me.

I purchased sunglasses over 2 months ago. They input a wrong shipping address and because of this simple mistake, I am still waiting for a refund for a product I never received. Till this day, customer service continues to give me the run around and cannot give me a straight answer as to why they haven't refunded me yet. This is the worst online retail experience ever. Give your money to a company that can deliver proper service. I wish I saw these other reviews before making a purchase.

Scam of a company. Order at your own risk. I ordered a designer bag and they shipped me an empty box and after opening a claim and trying to provide as much evidence as I could, they denied my claim and left me running in circles to deal my credit card company as well as shipping company on my own. They also won't provide you with any escalation options and will just leave you hanging.

Imagine my surprise and disappointment. I ordered some shoes from SSENSE - a $207 pair of MARSÈLL derbys, and a $76 pair of adidas Stan Smiths. The MARSÈLL shoes are great! The Stan Smiths are a little small, so I return them right away. Upon receipt of the returned shoes, SSENSE claims that the box - not the shoes, mind you - is "damaged" in shipping - and sends photos of a truly comical and impossibly unbelievable amount of damage from just shipping - and refuses to refund the shoes. Frustrated, as a long-time SSENSE customer, and getting no where with unfriendly customer "security " (not support) I had resolved to sell the shoes on a third party app and vowed never again to shop at a store with such customer-unfriendly policies. With no provocation - I don't myself abide by SSENSE's shady policies and never would refuse an expected delivery - SSENSE threatens: "Please note that should you refuse its delivery, or should it get back to us, we will be discarding it without a refund upon reception" What a truly trashy line from a truly trashy company that values its products as little as it values its customers. If there is the slightest chance you will need to return a future SSENSE purchase, do yourself a favour: buy it on Amazon instead.

This is some wired looking parking garagwith a door meant for cars and not people. Nothing in stock. Waste of time.

absolutely nightmare shopping at SSENSE. After seeing all these negative reviews i still thought how could this happen to me, people were probably complaining because they wanted to. I bought 2 items from them, 1 one final sale (not returnable), the other not. I returned the returnable one, however, they have exactly the same box, so i accidentally switched up the box but alerted them right away with an email. Their customer service contacted and say if I were to return to sender or return it again, they will not provide me a refund. WTF. like I am returning a returnable item, with the same box but a different sticker label. It's been 2 months and I still have not received my refund, I don't think they are ever going to give me my refund. Run from this company. (also not to mention the previous times I shopped with them, I paid for expedited shipping, and my items were in processing for like 20-30 days. I asked them why it's taking so long, it's not right to hold thousands of dollars of the consumer if you are not going to ship, or at least let people know upfront when it's on backorder, they said it's because they are busy due to the holiday volume and are still waiting for back order, told me they couldn't give me a refund since it's already "processing", for 20 days at least)

I recently bought the shoe Gel Lyte III "Cane Vine" from SSENSE. https://www.ssense.com/en-us/women/product/asics/brown-gel-lyte-iii-og-sneakers/13855451 The good side is that SSENSE still has my size when the ASICS site sold out on my size. The shipment speed is also good. But they made a huge mistake by putting the shoe in a wrong shoe box. They used a Gel Lyte 1130 shoe box, with even a wrong order number sticked to it (The branding on the shoe box also says GL 1130..., and with different colorway sticker too). The shoe box is a major part of the "Cane Vine" design, and it should come with a couple of customized shoe laces (one resembling Lichi vine I really dig). So it was a major disappointment when it came with a wrong box and wrong accessories. The shoes were in good condition and seemed new, so I decided to keep it. But the fact that they ended up in a completely wrong box makes me doubt whether these are 100 percent new and fresh. Plus I don't get what I paid for my money, this is a huge bummer, and even worse for a sneaker head. The silver lining was that SSENSE customer service was able to provide a 10 percent price compensation (which now I think is too low...), cuz they won't accept return for these. Have to say that I had previously some good experience with SSENSE in 2022, but this time is a game changer, and I would think twice with my next purchase over SSENSE.

NEVER USE THIS WEBSITE !!! They claim to have sent the package via FEDEX. The package was not delivered as i wasnt home and suddenly later that day FEDEX marked it delivered 3 hours after not delivering. FEDEX never attempts delivery twice in a day. This is a scam between SSENSE and the courier. Probably fake listings and they always scam ppl. Worst customer support as well. STAY AWAY . Zero Stars if i could rate them so.

Only ordered once. So far everything seems fine! The shipping was okay. The tracking was pretty off but it did come on time.

I have made over 20 purchases here on SSENSE In the past 4 years. Not even a single order I had a bad experience with. So not sure why there are so many negative reviews about this shop.

Worst company ever. I purchased almost $1000 Thom Brown sweater from SSENSE and they sent me a pant, different brand, almost tree 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 with and still no reply.. Be aware they might send you cheep item and never refund your money.

The 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

Ssense is Completely ignoring My Case of "Wrong Dress" sent!! Stop .BUY Elsewhere...I have Repeatedly Asked for a Label to Return..Request have Gone Ignored AND I have Purchased Before!! Now Fighting It..Horrible Experience!!

God honest truth I've bought over 40+ items off of the ssense app in the last 4 years. NEVER had a problem and express shipping is on point. Idk where the bad reviews is coming from. I'm in DC and my packages land everytime. Product is

Really disappointed with my SSENSE experience. Their security team took ages to respond, and I found out you can't ship to an address different from your card - super inconvenient for sending gifts. Spent about two hours on their support chat trying to figure things out. The agents seemed to only use pre-written responses, which wasn't helpful at all. It felt like they weren't really listening to my problem. In the end, I had to cancel my order and repurchase with express shipping, costing me an extra $13. Now the gift's going to be late. Not cool, especially for a present (That I ordered with more than enough time to take advantage of the free standard shipping). It really seems like SSENSE prioritizes their policies over customer satisfaction. After this present ships, I'll never shop here again after this hassle. If you're considering ordering from them, maybe think twice. (Order 25913975213142)

Terrible company. No one should do business with this less than mediocre establishment. No respect local cultures and customs.

Echoing the most recent review below...I'm experiencing the same delays as everyone, and it's made worse considering some of the items I ordered are xmas gifts, which seem highly unlikely to arrive on time at this point, if they arrive at all. I still have faith the goods will arrive EVENTUALLY, but my two orders from 11/28 and 12/09 are still "preparing for shipment". Apparently this was an issue last year, but I never had an issue. In fact, SSENSE was my favorite place to shop because of its combination of inventory, sales and super fast shipping. It was almost unbelievable how fast it was. But that's all gone out the window. It boggles the mind how they aren't able to better respond to customers frustration, even if they are legitimately overwhelmed right now. It only takes some brief messages offering at least some specifics. I think that would calm a lot of us. But to only offer some generic excuse for a delay, followed by silence, followed by turning off all ways to contact the company, just feels so wrong. Like others have said, every other retailer during this time, large and small, seemingly have had no issues with holiday sales. And if they are THIS overwhelmed, they need to update their website accordingly, instead of continuing to say that total processing time (Processing and transit time) is 6-9 days. Clearly that's not the case. IDK if the FTC has jurisdiction over SSENSE. Or if there's a Canadian equivalent, this needs to be looked into. I don't think SSENSE is fraudulent or anything as I've been a customer for a while now, but this kind of practice shouldn't be tolerated. Sadly, the fact that this apparently happened last year, and happened again this year, shows they haven't fixed the issue, nor seem incentivized to do so.

Terrible. Overall bad experience with SSENSE in recent years. Items takes weeks to arrive, if ever. My last two orders were either never shipped or never received. Required multiple emails/calls to get their attention. Emails take days to reply. Customer services were also not helpful in resolving my request with information I already knew or asked me to wait. I can't think of any reason to continue be their customers with Farfatch, Italist, Baltini, Wanan Luxury, etc offering great selections, same or lower prices, and much quicker shipping from overseas. Shame on SSENSE owner losing reputation this way.

SSENSE has deteriorated in service levels. If you purchase any item over $800, even if you paid for express shipping, your order is shipped by regular Canada Post and invariably, you get assessed customs duties, almost without fail. This does not happen with ANY order from Farfetch. Employees of USPS told me this is unusual, and that it only happens when you order from SSENSE. Upon placing an order, SSENSE IMMEDIATELY charges your card way before they fulfill your order. That is a poor business practice. It is unheard of. Your card should be charged only when your order is shipped, but not at SSENSE. Fulfillment at SSENSE is a joke. Although their website indicates that your order will ship no later than 3 days after you place your order, be prepared to wait weeks to get your order or have only a portion or all of your order cancelled. Then after experiencing this setback, you have to work extra hard to get your money back --- money which was charged to your account at the time of purchase. At times of sales, they turn off access by telephone to their customer service reps. Any inquiries you have get "answered" with generic useless replies by email bots. Is this the experience you expect from ordering high end designer clothing? I think not. I am never going to order from SSENSE again. The company is run like a company that is out to scam its customers.

Disappointing and frustrating. Ordered a a limited edition item , waited over a week without a response . I emailed customer service a bot replied apologizing for the delay . Subsequently I received an email notifying me the item isn't in stock . :/ Waited over a week to find out the item I ordered which their site said was available ; as described in the email their bot sent to me. The strange thing is when I go to the site it says the item is still in stock :/ . Does this mean they just haven't updated the inventory on their site ? Do they hold items for bigger customers ? I'm not sure what to think but I find it disappointing to wait over a week just to be told an item is out of stock -.- .

What's the point I'm making appointments if you're going to be told to wait or nice your appointment time comes? I stood for 10 minutes waiting for my two pairs of shoes to be ready for me? Yikes. Stick to their website and free shipping + returns. The company can pay for those logistics if they don't want to offer a seamless omnichannel experience.

While the selection of products always gets me, I am sadly always reminded of how bad Ssense is with actually delivering to customers on time! They communicate an ETA of 3-4 days as you confirm your product and then can take up to two weeks or more. Ive shopped on a lot of luxury retail websites and unfortunately while I was in LOVE with SSENSE as a concept, it has failed to deliver my products on time the mast three consecutive orders! I have had to chase behind my products, and even chase on timely responses from the customer service team. Just really don't bother shopping here though the temptation is real, your products wont deliver and the team quite frankly has no idea how to deal with customers or provide any beginners level of customer service. Sad.

I recently purchased a jumpsuit and flats from them. Unfortunately, when I returned an item, I accidentally included the wrong shoes in the box. They promptly returned the shoes to me without any issue. However, I also reached out regarding the jumpsuit, for which I never received a credit. Despite my attempts to resolve the matter, they refused to acknowledge receipt of the jumpsuit and declined to issue a credit, which is untrue. It's been nearly two months of back-and-forth about the jumpsuit, and their customer service has been disappointing. Avoid purchasing from them; their service is subpar, and they falsely claim not to have received returned items. They refuse to refund my money. Terrible company!!!!! I am PISSED! they are thieves...

WORST EXPERIENCE, WILL NEVER SHOP HERE AGAIN. Customer Service was very unprofessional, refused to refund me for my order stating that the clothes smelled of deodorant when I didn't even put the clothes on. So I was sent used t-shirts, and when I returned them exactly as sent to me, they are not giving my money back. See below for whole story, unethical business practices please avoid this store. I bought 3 T-shirts from Ssense in the sizes of 1 extra small, 1 small, and 1 medium. When I opened the packing box it was obvious that the packaged t-shirts were not brand new based on the creases on the boxes plus the sloppy folding of the t-shirts. So these t-shirts that were sent to me were most likely previous returns. I pulled out the medium t-shirt and it was obvious that the size was too small for me and that it would not fit me. I did not bother to try on the extra small and small sizes since the medium was already too small. I packed everything up and sent the return as is the way the t-shirts were sent to me in order to order a large once I get my refund. Customer Service, who was extremely unprofessional, contacted me a few days later saying that the extra small and small sizes could not be returned because it has a strong smell of deodorant. This does not make any sense whatsoever, I DID NOT EVEN WEAR THESE T-SHIRTS.

It's a total scam, I don't even trust the quality of the products, I ordered two items, got one shipped, spoke with an agent that said it's 2-3days for shipping, spoke to the next after 3days and he says it's now 3-5 days now the last joker says it's now 4-6days. Please I advise you guys not to buy headache with your money. I haven't received the second and the most expensive item in the order. SSENSE is a scam website that's all I know.

Ordered 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.

this might be one of my worst ecommerce experiences. I ordered two items from their site. I received one of the items a pair of sneakers that were shipped in a shoebox. Nothing else could've fit in that package, and the weight of the FedEx package would also prove that nothing else was in it. the company has been incredibly difficult to get a hold of --the customer service representatives insist that I have received all items. I am in the process right now of doing a PayPal claim and dispute, and I feel very confident that PayPal will give me back my money, but I have wasted so much time and energy dealing with incompetent and rude customer service representatives . I would highly suggest never buying from this company online unless you want your money stolen

I was on a vacation in Canada and decided to order something from their website. I ordered it on 7 July at 9 AM and decided to pay for Priority Shipping since it said that it will arrive in 1 day. The next day comes and there is nothing. I message support and they apologize to me and reassure me that it will be shipped that night (7th July) and that I would get a refund for the priority shipping upcharge. In the meantime, I have a flight on 9 July and I have to leave Toronto in the late afternoon. At midnight on 7th July, the package has not yet been shipped. I contact support and they first try to tell me that the priority shipping is 2 days and not 1 day as it said on the checkout page. Then when I tell them that I want to get it delivered to another address within Canada but they tell me that it is not possible and that they will be able to deliver my package to the previous address on 11th July (long after I have already left)

I would never guessed or even thought that inside a designer store, there would be coffeeshop. My sister discovered that tiny little spot over the the store. The place is super urban chic. Super modern design that it makes the place look cold and cool. We ordered two latte with oat milk. It was delicious. The staff were nice. I would not say that I love this place. Plus, they didn't have a place to sit; it was to stand by counter or take your drink out. If I compare to to the other coffeeshops, it lacks coziness. As mentioned earlier, it is cold and cool ambiance type of place.

Terrible service. Totally boilerplate responses and simply not interested. If you are overseas do not buy from them. They claim free return but to ship back the items typically can cos the price of the item. Buy from Yoox instead.

Beware! I am starting to think they never ship packages and then try to blame it on the carrier. Waited patiently for my sons prom shoes. Never arrived. Giving them a second try ordered my kid Christmas shoes, NEVER ARRIVED. Now there keep blowing me off stating they at the finally stage of there investigation. Been over 10 days

ordered the last pair of shoes they had from online and they sent me a t shirt. refused to send my actual product until I sent them their mistake back. no one cares about where my actual item is and I'm calling and emailing them upset and they keep refusing to help and say I need to wait. but my shoes are already sold out online

I purchased an item and paid $1,682.43. The item took about two months to ship, and was shipped back to SSENSE by USPS and subsequently Canada Post. I filed a dispute with my credit card to get my money back since this process was taking unreasonably long and since I never received the item. SSENSE then assured me that they would issue a refund once the item is back and that they advise me to withdraw my dispute if I ever wanted to do business with them in the future. I then withdrew the dispute in good faith. I purchased this item through PayPal, and PayPal cannot mediate this issue since it is their policy that the credit card company must handle the dispute. Once a dispute is filed with a credit card company, the matter is out of PayPal's hands, regardless of whether I withdraw the dispute with my credit card. SSENSE received and signed for the returned item on February 14th. I was promised that I would get a refund once the item is physically in their possession. This was a lie. They refuse to refund my money even though the dispute is withdrawn and closed, and even though they physically received the returned item. The item is in their possession, and they refuse to give me my $1,682.43 back. This is lying and theft, and if I do not get a resolution, I will file suit in court. Even if there was an open dispute (which there is not), once SSENSE sends me a refund, any dispute would get automatically closed by the credit card company since there was a refund processed, resolving the matter. Yet SSENSE refuses to do so in order to steal my money. I have documentation proving that the disputes are withdrawn and closed, as well as proof that the item was signed and delivered to SSENSE.

My first order was made on Boxing Day and it arrived within the week. Unfortunately, the item was damaged and sold out so I couldn't replace it. I finally received a label but scared to return after the reviews. I made a second very large order on January 3 in which I was charged immediately. As of January 21 ... it still hasn't shipped. Unable to get a proper update and all items are sold out not. Very disappointed so far.

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..

These guys are unbelievable. Ordered the first week of December and still my order hasn't shipped. I can't cancel, they have no customer service. Only bots that respond to emails generically 24 hours later I'll probably share more on this review another time... Now I'm rushing around like an idiot to make up for thinking they'd be a good place to buy my Christmas gifts.

Placed an order of Xmas gifts December 12 with express shipping, which the site indicated would ship within 3 business days. Never shipped, they closed their phone lines and my email communication to them is bouncing back as undeliverable. I have supported this business since its inception nearly 20 years and I am incredibly disappointed. It is one thing to have shipping delays (it looks like a massive amount of people have been impacted by this) but the scummy part is Ssense posted nothing on their Homepage to alert shoppers. Instead, they continued to greedily take money for orders they were not going to be able to fulfill.

Poor expletive. Tracking room 9 days to update. I called customer care and was given the runaround. They offered to refund me after waiting 2 weeks for delivery but it felt like a waste of time. I wanted the shoes I ordered not a refund!

Thank you for sending me the SAMSUNG Galaxy Buds Live I ordered in Nov.2023. The package sent to me seems used by someone and returned which I don't really have a problem with but the seal tapes on both ends of the Samsung box were broken. There were finger print smudges and scratches on the outside the glossy charging case and also on the inside. There were a couple or a few tiny yellow or white flakes of ear dandruffs on the ear tips on the buds which DID NOT look pleasant. Someone at your company did a sloppy job in cleaning the product before reusing it for sale. My biggest disappointment is that when I paid more than $140 (CAD) plus the tax, I was NEVER informed anywhere on your web page that it is an "open box" product. If I knew that this is a returned & "open box" product then I could have easily walked into OFFLINE stores in Toronto such as "The SOURCE '' or 'BEST-BUY' and purchase the exact same product at a much cheaper price of about $125 (on sale) and they wont have broken seals, finger prints, scratches and ear flakes attached to the earn buds. Now, I remember reading on your website that this product I just purchased cannot be returned, so I have decided to NEVER order a product from you again. I recently thought of ordering the RAIN backpack MINI from your website, but because of my unpleasant experience with the stained open box products with someone's ear dandruffs and fingerprints, I have made this my very first and the very last order. Please escalate this situation to galvanize your staff to screen out returned products so that no customers in Canada who buy from your online store will see fingerprint smudges and ear dandruffs on the ear buds again. I sent an email to escalate the situation but no one personally responded; I was not even asking for compensation. I am sure that majority of sale from you are not like this, but it is a misfortune that I got such a beaten up looking product without mentioning "used" or "open box" I spent considerable efforts to disinfect the charging case but most of all the ear tips of the earbuds where someone's ear canal mucous flakes were found.

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. W T F? It's going to take 3 days to find out what the f*** 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.