Reviews split into strong highs and lows. Several five-star notes point to fast dispatch, clear tariffs, and standout visual curation. Many low ratings cite refused returns, missing refunds, and delivery issues that never get resolved. Support experiences range from quick help to tickets that go unanswered for long periods.
Examples from available reviews (Jul 2025 – Mar 2026).
Fast shipping, responsive support, hassle-free returns and wide brand selection.
“Customer support team works in real time”
Excellent curation, imagery, and styling produced a great experience.
“Best curation, imagery and styling of items”
Longtime customer unable to return items and given poor return support.
“they told me that I myself as the customer should contact DHL”
Delivery claimed by forged signature but retailer refused to refund.
“driver forged my signature as proof of delivery”
Most negative feedback focuses on returns and refunds. Multiple reviews describe returns being refused, refunds coming back short, or lost-package claims left unresolved. A smaller group praises helpful, quick staff and returns that go smoothly.
Positive reviews mention fair prices and a broad range of designers. Repeated complaints point to high return fees, unpaid customs, or return costs that cut into the deal. A small number also say some items feel lower quality than the price suggests.
Many shoppers like the curation, imagery, and fast UK dispatch, saying checkout feels smooth. A few report orders being cancelled for security checks, then needing to reorder. Delivery reliability differs from one account to another.
Several buyers say items match the description and arrive in good condition. Another recurring theme describes defects or listings that don’t match the item, including cracked soles, electronics that fail, and materials that differ from what was shown. In the negative cases, people often say warranty or repair help isn’t available.
Some customers call out clear tariff details and responsive support. Many others describe slow or no replies, tickets left unanswered, and tracking updates that don’t clarify what’s happening. A few also mention no follow-up on sizing or return questions.
Sentiment splits between happy buyers and people who run into problems after purchase. High ratings emphasise speed and styling. Low ratings focus on return refusals, missing refunds, and delivery problems that remain unresolved.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Quotes shortened · As of: March 2026
Customer service responded quickly and item was shipped promptly.
“Customer service had a quick response”
First-time buyer praises fast shipping and helpful customer service.
“shipping is fast”
Staff were professional and assisted with returns for many years.
“Went above and beyond to help me with returns.”
Product arrived in the UK within two days with prompt dispatch.
“Product received to UK within 2 days of ordering.”
Tariffs are included upfront, simplifying buying decisions.
“pricing it up front is great work”
Wide designer selection, reasonable prices, and very fast delivery.
“orders arrive in record breaking time!”
Excellent curation, imagery, and styling produced a great experience.
“Best curation, imagery and styling of items”
Return fee was over half the item cost, reducing value.
“I was charged £34 for the return fee - more than half the cost of the trousers!!”
Received poor-quality dress and faced difficulties obtaining a refund or return.
“They are scammers!!!!”
Missing order claim opened but received no updates or refund.
“They have refused to refund me for my lost package.”
Security checks caused cancellations and forced customers to reorder.
“their unilateral cancellation of the order.”
International return rejected for late arrival despite prompt customer action.
“the return shipment took around 20 days”
Highly enthusiastic customer praising product quality and shopping experience.
“They were perfection.”
Package held by customs due to documentation delays and no resolution.
“was held by custom over a month”
Return denied due to damaged shoebox despite following courier advice.
“They denied the return outright”
Delivery was fast and packaging was very good.
“Delivery was fast and very well packaged.”
Longtime customer praises curation, clear sizing, and efficient delivery.
“It's the BEST curated online store.”
Package stolen and claim denied without proper assistance.
“They still refused to refund me”
Returned two jackets but only one refund issued and poor handling.
“I was refunded for one only more expensive one other one was not refunded”
Staff were very professional and attentive to customer needs.
“Very professional and attentive to customer needs!”
Delivery claimed by forged signature but retailer refused to refund.
“driver forged my signature as proof of delivery”
Return denied when retailer blamed buyer for staining on a delicate item.
“blurry photos showing what they described as dark or black staining”
Customer service handled dispute inconsistently with poor resolution.
“Jessica proceeded to send a return label with no apology”
Boot sole cracked within hours and retailer offered inadequate compensation.
“the plastic heel/sole cracked in four separate places”
Requested size assistance but received no follow-up contact.
“It's been a couple of weeks and I haven't heard back yet.”
Delivery can take up to three weeks and service is poor.
“Horrible and takes forever to get your items sometimes 3 weeks.”
Waiting for delivery with no available customer contact.
“Still waiting for my delivery !”
Package delayed nearly three weeks despite paying for express shipping.
“my package was delayed for almost 3 weeks when I paid for express shipping.”
Seeking refund for returned hat but communications remain unanswered.
“I THEN SEND PICTURES AGAIN AND AGAIN WITH NO REPLY.”
Return denied claiming shoes were worn after brief fitting.
“they could not accept the return because the shoes were "worn.”
Paid for priority shipping but received no tracking updates.
“still no tracking date / update !”
Order stuck at customs due to missing documentation from seller.
“You didn't provide all the necessary information for customs!!!!”
Express order shipped late and promised shipping refund not issued.
“Please issue me my refund”
Incorrect sizing information led to wrong fit and return refused.
“The sizing information on their website was incorrect and misleading.”
Received wrong item but return refused because it was final sale.
“I ordered a skirt and received a bustier top”
Orders often take several days to a week to ship and refunds are difficult.
“It often takes several days to near a week for orders to ship”
Customer support is slow to respond.
“Lacking quick response”
Reported damaged item but received no timely customer service response.
“They advertise 24/7 customer support. It’s non- existent!”
Returned three items but only two refunds processed and no response.
“Returned 3 sweaters and only received a refund for 2 of them.”
Order delayed and customer service tickets go unanswered.
“Every ticket goes unanswered.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
SSENSE is an online retailer based in Montreal that focuses on luxury and streetwear fashion. It sells clothing, footwear, accessories, and lifestyle items from both established and emerging designers. The SSENSE site runs on an e-commerce platform with product pages, editorial content, and category filters to help people browse. It ships internationally and calculates customs and duties for cross-border orders.