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Business Profile

Online Retailer

Ssense

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 65 total complaints in the last 3 years.
  • 42 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/04/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Complaint Summary:SSENSE denied my return due to a damaged shoebox that was affected during transit, despite the shoes being unworn and in brand-new condition.Complaint Details:I am filing this complaint against SSENSE due to their refusal to accept a valid return for an item I purchased. I placed an order for [Product Name, Order Number] on [Purchase Date], and the item was delivered to me on [Delivery Date]. Upon delivery, the shoebox was visibly damaged due to shipping. However, the shoes were in perfect, unworn condition, and I initiated a return request within SSENSEs specified return period.Despite following their return process and providing photos showing the condition of the shoes, SSENSE denied my return solely because of the damaged shoebox. This damage occurred during transit and was beyond my control. The shoes themselves are in brand-new, unworn condition, and I believe it is unreasonable for SSENSE to reject the return under these circumstances.I have made several attempts to resolve this issue directly with SSENSE, including providing documentation and requesting further review, but they have refused to reconsider their decision. Instead, they stated that the item will be shipped back to me.This situation is unacceptable. I believe SSENSE is unfairly applying its return policy and not accounting for damage caused during shipping.I am requesting that SSENSE honor my return request and issue a full refund for this purchase.Desired Resolution:I would like SSENSE to process my return and issue a full refund. Alternatively, I would like SSENSE to clearly explain why the return was denied despite the damage occurring during transit.

    Business Response

    Date: 12/18/2024

    Please note that the present case has been resolved and the customer is to expect a refund via their bank. 

    Customer Answer

    Date: 12/19/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    ****** ****



     

  • Initial Complaint

    Date:12/02/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ORDER ************** I received the WRONG item and followed their return policy protocol and contacted customer service and was told to ship it back. I did this and then was emailed today that you would NOT refund me, despite me having received the wrong item.

  • Initial Complaint

    Date:11/21/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In May 2024, I purchased an item from the SSENSE website (Order Number: **************). As the item did not fit, I followed SSENSEs return policy and shipped the item back. According to both the courier tracking information and SSENSEs email on May 22, 2024, SSENSE confirmed the successful delivery of my return parcel. The email stated:"We're writing to let you know that your return parcel was delivered. You will receive a confirmation e-mail once our returns team has processed your return and refund, within 6-8 business days."However, as of today (November 2024), I have not received my refund. After reaching out to SSENSE customer service multiple times, I was recently informed that the returns department did not receive the package and was advised to contact the courier to file a claim.This response is unacceptable and unreasonable for the following reasons:SSENSE has already confirmed receipt of the package in their email dated May 22, 2024.The responsibility for the package shifted to SSENSE once it was delivered to their location. Any subsequent issues with internal processing should not be placed on me as the customer.I request the following actions from SSENSE:Issue my refund promptly and explain this significant delay.I attached the email to the supporting document.

  • Initial Complaint

    Date:10/21/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On May 22nd, 2024 I placed an order with SSENSE in the amount of $507 through Klarnas Pay in 4 service. I noticed that the order was being shipped to an old address on my account so I contacted SSENSE to see if they can change it but they said it was too late. I had already paid about $126 towards the total. However, because I no longer have access to the address where the package was delivered, I asked SSENSE if I could get a replacement sent out and I was told there was nothing they could do to help me and that I would have to file a dispute. I first initiated a claim with Klarna and then I preceded with the dispute with my financial institution which was resolved in my favor. So I received my money, but because SSENSE refuses to refund Klarna their money, Klarna is still trying to bill me for the full amount of the order. I have contacted the customer care team of both Klarna and ******************** and they both are telling me to contact the each other. So Klarna is telling me to contact SSENSE and vice versa. I need SSENSE to refund Klarna their money so that my balance can be cleared because I never received my order.

    Customer Answer

    Date: 11/15/2024

    Better Business Bureau:

    At this time, I have not been contacted by Ssense regarding complaint ID ********.

    Sincerely,

    ******* ******

  • Initial Complaint

    Date:10/11/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This item was a returned merchandise from the **** to a Canadian Merchant SSENSE located at where the theft happened. The item was purchased on the SSENSE website under order number **************.I returned the item using *** with tracking number 1z *** *********** ****. The label was provided by the merchant. The tracking shows delivered at site on September 18th and the merchant has claimed they did not receive the merchandise on September 30th and refused to refund me.

    Customer Answer

    Date: 11/05/2024

    Better Business Bureau:

    At this time, I have not been contacted by Ssense regarding complaint ID ********.

    Sincerely,

    ******** ***

  • Initial Complaint

    Date:08/15/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We purchased five pairs of shoes from SSENSE on July 11th, 2024 (the date that the order has been shipped). Later we returned all five pairs using the exact same packaging that was sent to us, only to receive a message from SSENSE stating that one of the shoe boxes was damaged when it arrived at their return center. The shoes were in good condition. They informed us that if we couldn't provide a photo of before shipping condition of the shoe box, we would be held responsible for the damage, and they would not accept our return. As a result, they only refunded the other four pairs of shoes, and mailed one pair with broken shoe boxes back to us, and refused to refund that pair (value of $251.81). The fact was that the shoe box damage was caused by the shipping company **** that SSENSE selected during the return shipping.There was no investigation into who caused this damage, nor was there any assurance that the return center or the shipping company **** that they chose handled my returns safely. SSENSE ignored these crucial aspects, leaving us to bear the consequences without any accountability on their part. As a customer, we should not be held responsible for the shortcomings of the shipping provider **** selected by SSENSE. Despite this, SSENSE insists on shipping the damaged shoes back to us.

  • Initial Complaint

    Date:06/04/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have ordered Ssenses item for a gift. The website description says the shipping is 3-4 days. I made sure I ordered early enough, so I can bring the gift to the event on time. After 10 days of receiving an order confirmation, I did not receive shipping confirmation at all. I found out their system had a significant bug that caused delay for any shipping to dispatch. Frankly, it was too late to bring the gift for the event. The customer service was terrible. I had asked for full refund $82.39 that I paid way before the shipping happened, but they could not do anything. Overall, the gift arrived much later than the event I was going to bring although I had asked to cancel fully. I had asked not to ship anymore. Now, their customer service does not confirm they will fully refund what I had paid ($82.39) after returning the product. I had to spend so much time trying to communicate this matter with the customer service, but they are extremely slow. And they do not understand what I am asking for. Its very frustrating situation for an item I no longer needed due to their bug system issue. I would like the company to confirm the full refund of $82.39 after returning the product. Also, i would like a competent manager to reach out to me, so I would not have to go back and forth like 20 times.

  • Initial Complaint

    Date:06/04/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed my order over 10 days ago and it has not shipped, but my credit card has been charged. I have tried to contact customer service numerous times to no avail.

  • Initial Complaint

    Date:06/03/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered designer shoes to be delivered to my address and it never came the carrier said a note was left and never was I contacted SSENSE in regards of this matter with proof of the contact I never got a response back when I asked for a refund this is my first and last time shopping with this company I dont understand how you can pay so much and have poor customer service

  • Initial Complaint

    Date:05/31/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on 5/22 for $1262.95, and the items were shipped from ****** on 5/24. Since then, the package is lost and it is not showing any movement on the *********** tracking website. I called the company 3 times and their call center is in The *********** with agents who are unable/unwilling to assist or escalate the matter. I also emailed the company twice asking that they trace the package and make an effort to locate it and they never responded.I have uploaded a copy of the order page.

    Customer Answer

    Date: 05/31/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    *************************



     

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