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We Collect & Analyze Reviews

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

Reviews Analyzed 21
Positive Sentiment 10%
Latest Review 18d
Overall Rating
1.4

Our Analysis

🎯

Service quality

Most reviewers report slow or unresolved order issues, customs delays, repeated fulfillment mistakes and difficulties completing returns and refunds.

Share of mentions
20%
Weak
💰

Value for money

Several reviewers describe unexpected expenses (import duties, costly returns) and withheld refunds; a small number note low product prices.

Share of mentions
12%
Weak
⚡

User experience

Many customers describe long processing or shipping times, frequent order errors (wrong item/size), and time-consuming return or exchange processes.

Share of mentions
21%
Weak
🔧

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.

Share of mentions
11%
Weak
📞

Communication

Frequent complaints about unanswered emails, lack of tracking updates, and ticketing systems that do not provide clear follow-up or resolution.

Share of mentions
16%
Weak
⭐

Overall experience

Recent reviews skew negative: many customers report unresolved delivery, return or refund problems despite occasional positive product experiences.

Share of mentions
21%
Weak

View all 21 public customer reviews – filtered by relevance →

Our Independent Methodology

How we analyze customer reviews without bias

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 — just real customer voices.

Always Current

Updated regularly with the latest reviews and customer feedback.

All Reviews

Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.

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Showing all 21 reviews

All Customer Reviews

Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: October 2025

L
Larry Bates
trustpilot.com Oct 01, 2025

Great service and excellent quality…

Great service and exc...

L
Lee Timmons
trustpilot.com Oct 01, 2025

Waited 3 weeks for Ssense to resolve a…

Waited 3 weeks for Ssense to resolve a clearance hold with...

O
Olena
trustpilot.com Oct 01, 2025

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 didn’t fit, and the s...

C
Cami
trustpilot.com Oct 01, 2025

FedEx lost my package

FedEx lost my package, no updates regarding how SSENSE will progress from...

K
Kristina Kennedy
trustpilot.com Oct 01, 2025

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 haven’t even heard back. The sticker fr...

S
Shahreen Shehwar
trustpilot.com Oct 01, 2025

Worst experience

I bought an item from the store in July. Despite me having evidence (photos of unboxing) of the contrary, they’re blaming me for a damage on the item....

A
Austin Pence
trustpilot.com Oct 01, 2025

DO NOT ORDER FROM SSENSE ANYTIME SOON

Been ordering from ssense for years with no issue, but with the new tariffs they’ve gotten horrible. Was charged over $50 in duties which is fine I ag...

M
MR ANDY FITCHETT
trustpilot.com Oct 01, 2025

AVOID ! Disgraceful service and delivery

AVOID !! By far the worst customer service and delivery I have ever experienced! Paid £17 for FedEx priority for my order over a week ago and still no...

E
Elena Otrosnova
trustpilot.com Oct 01, 2025

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...

F
Fiona
trustpilot.com Oct 01, 2025

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. It’s been weeks since...

M
Meg W
trustpilot.com Oct 01, 2025

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...

F
Fay
trustpilot.com Oct 01, 2025

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...

D
Dri
trustpilot.com Oct 01, 2025

It often takes several days to near a…

It often takes several days to near a week for orders to ship after being placed. Difficu...

T
Tatiana Marques
trustpilot.com Oct 01, 2025

Lack of Response

...

C
Consumer
trustpilot.com Oct 01, 2025

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...

F
Filomena Debartolo
trustpilot.com Oct 01, 2025

Returned 3 sweaters and only received a…

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...

K
Kelly Helmer
trustpilot.com Oct 01, 2025

Order still “processing” 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...

K
KATAYOON HORRAJI
trustpilot.com Oct 01, 2025

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 process—taking pictures, sending emails, waiting on...

B
Bruce Ndekwe
trustpilot.com Oct 01, 2025

I’ve spent thousands with SSENSE and…

I’ve spent thousands with SSENSE and this will be my last time shopping with them. I’ve been trying to return an item for the last 2 weeks and they’ve...

J
Jh
trustpilot.com Oct 01, 2025

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...

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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 mixed—some 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 SSENSE’s return policy, international duties, and keep proof of condition (photos/unboxing); escalate through payment providers if refunds remain unresolved.