Many reviewers applaud SSENSE for quick shipping, clear photos, and a wide range of designer brands. A large share of complaints focus on refunds denied, returns refused, and packages lost or delivered to the wrong place. Several customers also mention long customs hold-ups and steep return or duty costs. A smaller group points to professional, helpful support and well-made products.
Examples from available reviews (Nov 2021 – Feb 2026).
Praises curation, imagery, and styling; ranks SSENSE highly overall.
“SSENSE is 10/10”
Delivery was fast and packaging was very good.
“Delivery was fast and very well packaged.”
Package stolen but company refused refund despite proof.
“they still refused to refund me or re-send the item I ordered”
Return fee of £34 was over half the £65 trouser cost.
“I was charged £34 for the return fee - more than half the cost of the trousers!!”
The strongest negative theme centers on refunds refused and returns denied after items were lost, damaged, or flagged as worn. Several reviewers describe receiving the wrong item, repeated shipping mistakes, and refunds issued only in part. Some customers report fast dispatch and attentive staff, but those notes appear less often.
Many complaints point to high return fees and costly international return shipping. A few reviewers mention fair prices and clear handling of tariffs, but these comments are relatively rare. Several customers also say they had to dispute charges or cover duty costs themselves.
Many shoppers like the curation, sharp images, and easy-to-read sizing details. Others mention friction on the site and at checkout, including security checks that cancel orders and sizing charts they say are inaccurate. These usability issues show up less often than shipping or returns problems.
Several reviews describe defective items or products that look clearly worn, sometimes after a long wait. Others say the items meet expectations and praise fabric or build quality for wallets and dresses. Complaints about quality appear across categories, including shoes, sunglasses, and bags.
Many reviewers describe slow replies, no reply at all, and support tickets that never get resolved. Some reports also mention missing customs paperwork, tracking that does not update, and callbacks that were promised but never happened. A smaller number of reviews note quick, helpful responses.
Reviews split sharply between very satisfied customers and severe complaint stories. Positive accounts focus on speed, curation, and fit. Negative ones cluster around returns and refunds, delivery problems, and weak follow-through.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (60) · Reviews (20) · bbb.org (10) · Reviews (1) · Quotes shortened · As of: February 2026
Delivery marked delivered with forged signature; refund denied.
“driver forged my signature as proof of delivery”
Refund denied after company blamed discoloration on customer.
“blurry photos showing what they described as dark or black staining”
Support representative handled matter poorly and offered no meaningful resolution.
“no apology, no compensation, and no attempt to retain a customer”
Boots' interior sole shattered within hours and company refused adequate refund.
“the plastic heel/sole cracked in four separate places”
Requested size help and never received the promised callback.
“It's been a couple of weeks and I haven't heard back yet.”
Shipping takes too long, sometimes up to three weeks.
“Horrible and takes forever to get your items sometimes 3 weeks.”
Package delayed and no customer service contact available.
“Still waiting for my delivery ! And no one to speak to is crazy !”
Received a wallet with excellent quality and great service.
“Great service and excellent quality wallet”
Waited three weeks and received obviously worn shoes instead.
“I was sent obviously worn shoes.”
Returns from Europe to Canada cost about €50, very expensive.
“Returns go back to Canada, and from Europe this is very expensive.”
FedEx lost my package and SSENSE provided no updates.
“FedEx lost my package”
Received the incorrect item and customer service has not replied.
“I was sent the incorrect item.”
Returned damaged sunglasses but SSENSE refused refund and won't return item.
“They refused to send me a refund and they also won’t send me back the item.”
Charged duties and poor shipping documentation caused long customs delays.
“mine along with hundreds of other people’s packages are stuck in Memphis awaiting customs delay.”
Paid for priority shipping but received no tracking or contact.
“By far the worst customer service and delivery I have ever experienced!”
Order stuck at customs due to missing documentation; customer demands resolution.
“You didn't provide all the necessary information for customs!!!!”
Express shipment was delayed and promised refund for shipping remains unpaid.
“They took weeks to ship my order I paid for express.”
Website sizing chart was incorrect and SSENSE refused the return request.
“they refused, claiming the item is a final sale.”
Received the wrong item and cannot return it because of final sale.
“I ordered a skirt and received a bustier top”
Orders often take days to a week to ship; duty refunds are difficult.
“It often takes several days to near a week for orders to ship after being placed.”
Customer service response is slow or lacking.
“Lacking quick response”
Customer service is unresponsive about a damaged-item complaint for days.
“They advertise 24/7 customer support. It’s non- existent!”
Returned three sweaters but only refunded two; no customer response.
“Returned 3 sweaters and only received a refund for 2 of them.”
Order remained processing and untracked for weeks with no responses.
“Every ticket goes unanswered.”
Received the wrong shoe size twice and was offered inadequate compensation.
“I’ve received the wrong size again.”
Longtime customer says SSENSE made returns nearly impossible and impractical.
“they told me that I myself as the customer should contact DHL to find out what is needed”
Received a faulty shirt and customer service did not reply to complaints.
“Their customer service is nonexistent.”
Paid for express shipping but package delayed nearly three weeks without response.
“Still have not gotten any answer and no package.”
Repeated requests for photos received no reply; refund unresolved since August.
“THIS BEEN GOING SINCE MID AUGUST”
Return denied for being "worn" after brief try-on, refund refused.
“they could not accept the return because the shoes were "worn.”
Satisfied with fast shipping, responsive support, and easy returns.
“Returns are hassle-free: you'll receive a prepaid return label and receive a refund upon receipt.”
Multiple large orders had shipping issues and company failed to respond.
“Still waiting for them to resolve 4 back to back orders that they messed up the shipping for.”
Cancellation requests ignored; unwanted order sent and no refund processed.
“Ssense kept ignoring my requests”
Return denied citing odor, jacket returned despite no smell, and ignored.
“They claimed it had a strong scent that could not be aired out”
Company claimed a strong scent and returned the jacket despite emails.
“They are claiming it has a strong scent that cannot be aired out”
Product differed greatly from listing and return instructions were unreasonable.
“product’s color, material, and quality were completely different from what was shown”
Ordered shoes and received correct, timely delivery in perfect condition.
“They arrived at my front door in perfect condition”
Sunglasses arrived defective and company ignored evidence, refusing refund.
“arrived missing a screw—clearly defective”
Received wrong item and was accused of swapping, then blocked and denied support.
“Purchased a pair of XL pants for $165 and they sent me an XS sheer black dress”
Delayed response and refusal to cover return fees or customs for European orders.
“They responded that they don't pay for the return fees & customs”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
SSENSE is an online retailer focused on luxury and contemporary designer fashion. It sells clothing, shoes, bags, accessories, and lifestyle items for men and women. The site pairs editorial content with product pages and features large images and sizing details. SSENSE ships internationally, offers order tracking, provides customer support channels, and handles returns through an online process.