SSENSE
Experiences & Reviews
SSENSE is a global e-commerce retailer headquartered in Montreal that curates designer and contemporary fashion, accessories and lifestyle goods. The site combines product listings with editorial content and ships internationally. Customers typically use SSENSE to buy luxury and streetwear brands online; shipping, duties and returns policies vary by region.
Overview & Key Metrics
Our Analysis
Service quality
Most reviewers report slow or unresolved order issues, customs delays, repeated fulfillment mistakes and difficulties completing returns and refunds.
Value for money
Several reviewers describe unexpected expenses (import duties, costly returns) and withheld refunds; a small number note low product prices.
User experience
Many customers describe long processing or shipping times, frequent order errors (wrong item/size), and time-consuming return or exchange processes.
Product quality
Some buyers praise fabric or item quality, but multiple reports describe worn, damaged or incorrect items, wrong sizes, and missing parts on arrival.
Communication
Frequent complaints about unanswered emails, lack of tracking updates, and ticketing systems that do not provide clear follow-up or resolution.
Overall experience
Recent reviews skew negative: many customers report unresolved delivery, return or refund problems despite occasional positive product experiences.
Our Independent Methodology
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Data Collection
We analyze public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
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Zero company influence. No payments, no bias โ just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (November 2021 โ October 2025).
Dress
"Their dress and collections are excellent. I am very happy with their services. I bought a beautiful off-white dress for my birthday from this website SSENSE. It was amazing everyone loved it at my party and got enough compliments a birthday girl would expect. I searched online for the kind of dress I was looking for and finally got it from this website. The quality of the fabric was amazing and exactly as I had expected. So I would warm recommend this company as very reliable to anyone looking for a dress to buy from this website. It met all my expectations! Very good experience!"
Waited 3 weeks for Ssense to resolve aโฆ
"Waited 3 weeks for Ssense to resolve a clearance hold with..."
AVOID ! Disgraceful service and delivery
"AVOID !! By far the worst customer service and delivery I have ever experienced! Paid ยฃ17 for FedEx priority for my order over a week ago and still no..."
Hiden cost: 50 euro return from Germany
"Be cautious when buying. Returns go back to Canada, and from Europe this is very expensive. I had to return boots that didnโt fit, and the s..."
All Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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All Customer Reviews
Sources: Trustpilot (20) ยท Collected.reviews (1) ยท Quotes shortened ยท As of: October 2025
Great service and excellent qualityโฆ
Great service and exc...
Waited 3 weeks for Ssense to resolve aโฆ
Waited 3 weeks for Ssense to resolve a clearance hold with...
Hiden cost: 50 euro return from Germany
Be cautious when buying. Returns go back to Canada, and from Europe this is very expensive. I had to return boots that didnโt fit, and the s...
FedEx lost my package
FedEx lost my package, no updates regarding how SSENSE will progress from...
NOT WHAT I ORDERED
I ordered a pair of shoes. I was sent the incorrect item. I emailed customer service 24 hours ago and it still havenโt even heard back. The sticker fr...
Worst experience
I bought an item from the store in July. Despite me having evidence (photos of unboxing) of the contrary, theyโre blaming me for a damage on the item....
DO NOT ORDER FROM SSENSE ANYTIME SOON
Been ordering from ssense for years with no issue, but with the new tariffs theyโve gotten horrible. Was charged over $50 in duties which is fine I ag...
AVOID ! Disgraceful service and delivery
AVOID !! By far the worst customer service and delivery I have ever experienced! Paid ยฃ17 for FedEx priority for my order over a week ago and still no...
Very bad service on the lats time!!!
Very bad service on the lats time!!!! Hello, my order 60860268258541 is stuck at customs!!!! It's been there for several days! You didn't provide all...
Issue me my refund please
They took weeks to ship my order I paid for express. Then they promised me they would refund the shipping cost for compensation. Itโs been weeks since...
Absolutely appalling customer service.
I ordered a pair of shoes and carefully checked the size guide on the product page before purchasing. I went with my usual size, UK 5. According to th...
Terrible
Terrible! I ordered a skirt and received a bustier top, which did have the tag attached with the skirt's item code. There was an internal error. I obv...
It often takes several days to near aโฆ
It often takes several days to near a week for orders to ship after being placed. Difficu...
Lack of Response
...
Order No
Order No. 84759319115133 Have had to report a problem through Klarna as been waiting approx 11 days for a response to my email regarding receiving a d...
Returned 3 sweaters and only received aโฆ
Returned 3 sweaters and only received a refund for 2 of them. Contacted customer service twice and I still haven't heard back from anyone...
Order still โprocessingโ a month later, nonexistent customer service
Placed an order on August 30th and it said 4-7 business days for delivery. After a week I checked my account and nothing had changed. I reached out to...
Was sent the wrong size of the same item twice in a row!
I ordered Converse in size 39 (Italy/Europe), but I received size 40.5. I went through the entire processโtaking pictures, sending emails, waiting on...
Iโve spent thousands with SSENSE andโฆ
Iโve spent thousands with SSENSE and this will be my last time shopping with them. Iโve been trying to return an item for the last 2 weeks and theyโve...
Worst company ever. Avoid!
If it were possible to put less than 1 star, I would. Their customer service is nonexistent. Sent a faulty shirt, they don't re...
Conclusion
Reviews show a clear pattern of operational and service issues: slow or stalled shipping, frequent communication gaps, and problems with returns or refunds. Product reports are mixedโsome customers praise item quality, while many report damaged, worn or incorrect goods. Several consumers cite additional costs (duties, expensive return shipping) that affect overall value. If you consider purchasing, review SSENSEโs return policy, international duties, and keep proof of condition (photos/unboxing); escalate through payment providers if refunds remain unresolved.