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
Received wrong shoe size twice and offered inadequate compensation.
“I’ve received the wrong size again.”
Longtime customer unable to return items and given poor return support.
“they told me that I myself as the customer should contact DHL”
Faulty product sent and customer service did not respond.
“Their customer service is nonexistent.”
Coat felt synthetic and poorly constructed despite high price paid.
“The coat feels entirely made of plastic.”
Paid for express delivery but received vague shipping answers.
“Couldn’t give me any straight answers just maybes”
LED mask failed within a year and warranty support ignored.
“majority of the bulbs have already stopped working”
Reviewer warns that returns are routinely refused without clear reasons.
“DO NOT TRUST SSENSE WITH RETURNS”
Orders slow to dispatch and delivery changes caused frustration.
“Paid £17 per order on shipping alone which is crazy”
Fast delivery, clear taxes, and a quality product delivered.
“Fast delivery, clear description of taxes etc.”
Return stuck at Heathrow and customer service provided no resolution.
“it is still being held at Heathrow”
Fast shipping, responsive support, hassle-free returns and wide brand selection.
“Customer support team works in real time”
Seller accused returned jacket of strong scent and ignored emails.
“They claimed it had a strong scent that could not be aired out and shipped it back to me.”
Seller claimed returned jacket had a strong scent and ignored emails.
“They are claiming it has a strong scent that cannot be aired out and shipping it back to me.”
Product differed in colour, material and quality from what was shown.
“The product’s color, material, and quality were completely different from what was shown.”
Ordered shoes arrived quickly and matched the description.
“The Shoes were exactly what I ordered.”
Sunglasses arrived defective and company refused refund despite proof.
“SSENSE sold me a $380 pair of sunglasses that arrived missing a screw—clearly defective.”
Received wrong item, accused of swapping and had account blocked.
“They have the audacity to accuse me of swapping the item.”
SSENSE wouldn't cover return or customs fees, causing substantial loss.
“They responded that they don't pay for the return fees & customs”
Returned high-value items deemed dirty and no refund issued.
“they said pants arrived dirty which i had never wore them”
Reviewer reports horrible customer service.
“Horrible customer service”
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.