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.
Examples from available reviews (Jul 2025 – Feb 2026).
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!!!!”
Coat felt synthetic and poorly constructed despite high price paid.
“The coat feels entirely made of plastic.”
Fast delivery, clear taxes, and a quality product delivered.
“Fast delivery, clear description of taxes etc.”
Most reviews describe delayed dispatch, unpaid refunds and problematic returns handling; many customers report unresolved service issues and repeated failures to assist.
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.
Frequent reports of late or stalled shipments, incorrect items or sizes, and time-consuming return or replacement processes causing customer frustration.
Several customers describe damaged, faulty or mis-described products (wrong items, poor materials, broken components), affecting trust in item condition on arrival.
Many reviewers report unanswered tickets, slow or absent email replies and unclear guidance on customs, duties or return procedures from support staff.
Overall impression in these reviews is negative: multiple customers say they will stop buying due to combined issues with shipping, returns and support.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Quotes shortened · As of: February 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 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.