Reviews Analysed
20
We Collect & Analyse Reviews
SSENSE
Experiences & Reviews
SSENSE is a Montreal-based online retailer specialising in contemporary and luxury fashion, known for a curated mix of designer streetwear and high-end brands. Founded in the early 2000s, the site operates internationally with global shipping, editorial content and seasonal sales. Consumers researching SSENSE commonly check its shipping policies, returns process and international duties handling because the company ships across borders and lists items from varied price tiers and designers.
Overview & Key Metrics
Positive Sentiment
5%
Latest Review
11d
Overall Rating
1.4
Our Analysis
🎯
Service quality
Most reviews describe delayed dispatch, unpaid refunds and problematic returns handling; many customers report unresolved service issues and repeated failures to assist.
Share
Weak
23%
💰
Value for money
Some buyers report good sale prices, but multiple reviews cite poor value due to low-quality materials, shipping fees and unreimbursed costs or insufficient compensation.
Share
Weak
7%
⚡
User experience
Frequent reports of late or stalled shipments, incorrect items or sizes, and time-consuming return or replacement processes causing customer frustration.
Share
Weak
18%
🔧
Product quality
Several customers describe damaged, faulty or mis-described products (wrong items, poor materials, broken components), affecting trust in item condition on arrival.
Share
Weak
10%
📞
Communication
Many reviewers report unanswered tickets, slow or absent email replies and unclear guidance on customs, duties or return procedures from support staff.
Share
Weak
21%
⭐
Overall experience
Overall impression in these reviews is negative: multiple customers say they will stop buying due to combined issues with shipping, returns and support.
Share
Weak
21%
Our Independent Methodology
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Data Collection
We analyse 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.
Featured Customer Experiences
Representative examples from 20 verified reviews (September 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..."
MR ANDY FITCHETT
Trustpilot
Sep 30, 2025
Featured for: Delivery delay and no contact
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..."
Elena Otrosnova
Trustpilot
Sep 30, 2025
Featured for: Customs documentation and returns
Extremely Disappointed – Overpriced, Poor Quality
"I bought a coat that was originally priced at €1,630 but I paid €384 on sale, thinking I was getting a great deal. I am extremely disappointed with th..."
Alba
Trustpilot
Sep 30, 2025
Featured for: Product quality and value complaint
Just want I wanted
"Fast delivery, clear description of taxes etc. quality product. I’m very happy with this purchase as I h..."
Natalie Knight
Trustpilot
Sep 30, 2025
Featured for: Positive fast delivery example
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 20 reviews
All Customer Reviews
Sources: Trustpilot (20) · Quotes shortened · As of: September 2025
M
MR ANDY FITCHETT
trustpilot.com
Sep 30, 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
Sep 30, 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
Sep 30, 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
Sep 30, 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
Sep 30, 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
Sep 30, 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
Sep 30, 2025
Lack of Response
...
C
Consumer
trustpilot.com
Sep 30, 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
Sep 30, 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
Sep 30, 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
Sep 30, 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
Sep 30, 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
Sep 30, 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...
A
Alba
trustpilot.com
Sep 30, 2025
Extremely Disappointed – Overpriced, Poor Quality
I bought a coat that was originally priced at €1,630 but I paid €384 on sale, thinking I was getting a great deal. I am extremely disappointed with th...
S
Sean Charles
trustpilot.com
Sep 30, 2025
I ordered a jacket with express…
I ordered a jacket with express delivery and they couldn’t tell me about the whereabouts. They said it...
R
Rachel
trustpilot.com
Sep 30, 2025
Terrible
Bought the sense LED mask less than a year ago and the majority of the bulbs have already stopped working. I wrote to the customer service team at sen...
c
customer
trustpilot.com
Sep 30, 2025
DO NOT TRUST SSENSE WITH RETURNS
DO NOT TRUST SSENSE WITH RETURNS. They d...
J
Jay Elliott
trustpilot.com
Sep 30, 2025
TERRIBLE COMPANY WITH EXTREME SLOW DESPATCH & SHIPPING!!!
First time shopping here and will be the last time… Placed two high priced orders which have took nearly a week to arrive and still not delivered… Pai...
N
Natalie Knight
trustpilot.com
Sep 30, 2025
Just want I wanted
Fast delivery, clear description of taxes etc. quality product. I’m very happy with this purchase as I h...
N
Natalie Richardson
trustpilot.com
Sep 30, 2025
Do Not Trust SSENSE With Returns
I would seriously discourage anyone from ordering from SSENSE. I sent my order back on 1st September from London to Canada, and as of 17th September,...
Conclusion
Reviewers in this sample most frequently report problems with shipping times, returns processing and lack of meaningful customer support. Several accounts describe receiving wrong or damaged items, difficulty obtaining refunds or compensation, and unanswered tickets. A minority of customers report satisfactory outcomes — fast delivery, clear tax information and acceptable product quality — so experiences appear mixed in practice but skew negative here. If you consider buying from SSENSE, check the specific return and customs policy for your country, keep documentation and consider using payment protections when possible.