If you are ordering from the US, BE CAREFUL. Their packages get stuck in customs then they won't help you solve the issue, saying that you're basically at the mercy of US customs and that's it. I created 7 tickets to try and escalate for any update about the status of my order -- all to no avail. I finally spoke with someone using the customer service chatbot and once I started asking for any real help they can provide, they disconnected from the chat and forced me to wait again to speak with another incompetent agent. read more

I'm sharing my experience with SSENSE regarding a returned item. I received the item and did not observe any dark or black discoloration at that time. I also never wore or used the item. After I returned it, SSENSE sent me blurry photos showing what they described as dark or black staining and stated that the damage was caused by me. This was confusing, as the condition shown in their photos does not reflect anything I personally observed or caused. Given that the item is made of silk -- a very delicate fabric -- my reasonable assumption is that any discoloration could have occurred during handling, storage, or packaging, including possible transfer from the cardboard materials used in shipping. I approached this situation respectfully and in good faith, but my refund request was denied, with responsibility placed entirely on me. I found this handling disappointing and lacking transparency, especially for a fragile item that was never worn. I'm sharing this feedback so others are aware and in the hope that SSENSE improves how it reviews and resolves return disputes involving delicate materials. read more

Returned shoes for fit issue - SSENSE refused to resolve and ignored escalation I returned a pair of sneakers because they did not fit. I used the return label provided by SSENSE and dropped the package at the courier location. At the drop-off, I specifically asked whether I needed an outer box and was told it was not required and that they would handle packaging. SSENSE later rejected the return because the shoebox arrived slightly damaged and said it violated their policy. I explained the situation, acknowledged their written policy, and asked for a reasonable exception since I followed the instructions I was given at the drop-off location in good faith. Instead of working toward a solution, they denied the return outright and reshipped shoes that do not fit back to me without meaningful discussion. I proposed multiple alternatives, including store credit or applying the value toward a replacement purchase. They ignored those requests and stopped responding entirely. The result is that I am stuck with an unusable item despite making a genuine effort to return it properly. The issue is not the policy itself -- it is the refusal to engage in reasonable problem-solving and the lack of customer support once escalation was requested. Very disappointing experience for what is supposed to be a premium retailer. read more

Agreed that customer service has gone downhill. I had the misfortune of dealing with an agent named Saiyan who was not at all helpful and continued to send me emails despite not replying even over the weekends. I made clear I refused to work with her considering she took a week to address my issue and yet she persisted. Not a good look for SSense or a Canadian retailer. read more

I purchased an Alexander Wang purse from SSENSE and immediately noticed it was likely counterfeit. The handle had no branding, the interior lining was blank, and the hardware didn't match authentic designs. Given the high price, I was extremely disappointed. I contacted SSENSE to report the issue and requested a refund. I returned the purse 12 days ago but have yet to receive any refund or even a proper response. Their customer service is horrible -- response times are very slow, and I still haven't received my reimbursement. This has been the worst customer service experience I've had from a renowned brand. Not only have they failed to resolve the issue, but I have not even received an apology or a phone call. I strongly advise caution when purchasing from SSENSE, as their quality control and customer service are clearly lacking. read more

SCAMMED by SSENSE as first time customer! DO NOT ORDER FROM THEM! Purchased a pair of XL pants for $165 and they sent me an XS sheer black dress from another random brand instead. They have the audacity to accuse me of swapping the item. They initially agreed to accept the return but now decided to revoke that and block my account. Some of the worst and craziest customer service I have ever experienced as a first time customer. Absolutely outraged and will never be ordering from them again!! Has anyone else had a similar experience with them? read more

They are scammers.This company will make any effort possible to keep your money.Second time I am dealing with large sum not being refunded after the return was approved,merchandise were sent back within 4 days after receiving.Until now no refund was issued.They should be investigated for fraud!Will be reporting everywhere possible! read more

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 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. read more

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 read more

SSENSE - Rude customer service - Men's Clothing Near Me - Montreal, Quebec

I asked an agent about whether an order I was considering making would be eligible for free shipping. According to the language of their shipping policy it should have been, but when the items were added to my cart they were charging me for shipping. I pointed out to the agent that I had met the threshold for free shipping as per the terms of their shipping policy. Discussing the actual policy apparently did not interest her. Instead, she made up something about "it doesn't apply to sale items", even though the policy itself says free shipping does includes sale items--it says that verbatim under the 'other orders' section. I pointed this out to her-- her response was that the conversation was going in circles, I guess because she was happy to ignore a long-time customer's perfectly reasonable assertion and the clear language of her own company's policy--she ended the chat soon after. I had received free shipping for an item of a similar price mere weeks before this. read more

If you live in the US, I recommend trying to find somewhere else to order from. They'll make you pay for 2 day express shipping and then ship their US packages using a discounted bulk FedEx shipping. This means all the packages coming to the US go together and your package can't clear customs until all the packages clear customs. This can take 3-4 weeks. SSENSE knows this, but they aren't transparent or honest about it and will blame the delay on U.S. Customs. I recently placed an order from Reigning Champ (also in Canada) and received my package in 5 business days including customs clearance. read more

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. I sent back the item for a refund after they sent me the shipping label. They refused to send me a refund and they also won't send me back the item. The damage on the item is very minor and I was hoping to at least sell it to recoup my money. I bought a pair of sunglasses. One of the screws are missing but they won't send me the item back or give me a refund so now I've paid for something. I don't even own. They're not answering emails and the CS keeps jerking me around. I honestly really hope this company goes bankrupt. I made a terrible mistake purchasing from them. read more

I bought a North face jacket, tried it on for seconds. It was too big, so shipped it back. They are claiming it has a strong scent that cannot be aired out and shipping it back to me. They completely ignored my several emails asking for more information and for the matter to be escalated. I can't believe it. This has never happened to me with any other company. It's the first (and definitely last) time I've purchased from ssense! read more

I don't know what's happened recently to the customer service for this company but I'm so disappointed lately. Returned 3 sweaters and only received a refund for 2 of them. Reached out to customer service twice and I'm still waiting for someone to reach out. Unacceptable! read more

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. read more

Horrible customer service when you come to return something, i was accused of the pants being dirty and i had another pair of pants that was fine, they returned both back to me and never refunded me for it. i don't recommend this site. read more

Think twice before you purchase from this company. They are dreadful. I purchased a pair of shoes in May 2025. They placed a previous address of mine on the package, and did not even place the correct version of that address , so was delivered by FedEx to an address that does not exist. which does not exist.i have tried to track the package down but neither Fedex nor Ssense have done any thing to do so on their part. I have never been in possession of the shoes.This company is refusing every which way how to return the money or send another pair of shoes. I have had dispute going and it is now July 2025 and have got no where. They are clearly committing fraud as they have taken my money and given nothing in return , nor have tried to rectify the situation on any way either through credit not refund nor through sending another pair of shoes . They still maintain $606.00 of my money with no upholding of their part of the purchase contract. This is very clear fraud, and beyond unethical in the fact that they have taken money from me and not provided any thing on their side of the contract ie: the shoes. They need to be good people here and make good on this situation and either provide the shoes or return the money. I am not liable for $606 which is an awful lot of money that they believe they are entitled to take from a consumer and have nothing to show for it in return in the form of goods, without providing any goods as a final outcome. Disgusted . This company should not be in business with their business practices which is clear fraud. read more

Selection is great. Service is terrible. Do not order if you are in the usa. I have multiple items stuck in customs for 2.5 weeks and cannot get anyone to help me. read more

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!!!! read more

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) read more

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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. read more

I have been an Ssense customer for many years. I purchased something APRIL 25, 2025, that was wrongly delivered to someone else's home. Do you know that Ssense did not refund the customer as it was their logistics team that made a mistake. Why shoudl I have to wait until you investigate your mistake. That being said my credit card refunded me, and I sent a letter to both the owner and their HR dept and to this day have never been contacted. It makes me wonder are they really just interested in being sending money or do they actually care about their clients. I have not purchased anything since. So disappointed!!!!!! read more

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. read more

SSENSE - This is them telling me they won't follow the warranty. - Men's Clothing Near Me - Montreal, Quebec

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. read more

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. read more

do not buy from this site or store going I wait 10 days to hear back product products that I ordered and was wondering when they'll be delivered and was told no time in the near future would they be delivered so I had to cancel all my orders and then I use KLARNA and now because I can use KLARNA this Connor has denied my request for help also because of ssense. it's become a horrible mess and because I complained about SSENSE KLARNA has blocked me from using their services . read more

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. read more

SSENSE - Men's Clothing Near Me - Montreal, Quebec

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. read more

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. read more

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. read more

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. read more

SSENSE - Wrong shoebox. (I actually know this shoe box... it's the HAL x GL 1130 Glacier...) what a bummer :( - Men's Clothing Near Me - Montreal, Quebec

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. read more

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

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. read more

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

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. read more

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. read more

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 -.- . read more

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. read more

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