Complaints

This profile includes complaints for Ssense's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ssense

  100 Crosby St Rm 306 New York, NY 10012-4716

• 

  Ssense

  413 W 14th St Ste 200 New York, NY 10014-1094

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.

• Initial Complaint

  Date:07/02/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  ***Several customers have reported the same problem problem that I am facing and SSENSE refuses to correct the issue and stop deceptive business practices.***I ordered sunglasses through SSENSE in June 2025. ***** charged me a $79 customs fee on my sunglasses order that I returned. SSENSE did not indicate to me that there would be any customs fee at any point on the product page, in the checkout process, and does not indicate in their FAQ section that eyewear is subject to customs fees; they only state that orders over $800 could be subject. I am now facing a huge bill for sunglasses I didnt keep. This is an EXTREMELY deceptive practice to the customer, as they acted like shipping and returns were free which, while they are free, but they do not mention at any point in checking out that the actual shipment crossing the border could incur fees. I am looking for compensation for my import duties/fees, as well as adjustment on SSENSEs website to include language that eyewear orders are also subject to import duties and taxes.

• Initial Complaint

  Date:06/27/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 5/21 I placed an order with ssense. It had an original delivery date of 5/24, but it arrived a day earlier while I was at work. I received an email saying it was delivered but no one was home. I do not recognize the name of the person who signed for the package. When I got home the package that ssense sent was not there. I filed a claim with *****, but fed ex says the claim has to come from ssense. Ssense had refused to help further and told me to file a claim with my bank.

  Customer Answer

  Date: 07/21/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Ssense regarding complaint ID ********.
  
  Sincerely,
  
  ****** ******
  

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 Am thoroughly appalled by your company. This order has been sent to the wrong address, that is not even correct and does not exist. ***** delivered to address you placed but again, THE ADDRESS does not EXIST. The good were never delivered to me.The address they have placed is not even my correct previous address, which is *********************************************************** The address you sent to is NOT an existing address and was incorrect on their files from over four years ********* delivered, but RTS means return to senderNOT that the package has been sign for.I neither have my very expensive shoes , yet they have taken $606 from me and refusing to return the money or replace the goods.This is very clear fraud, and beyond unethical in the fact that they are taking money from me and not providing their side of the contract ie: the shoes.Please they need to be good people here and make good on this situation and either provide the shoes or return the money.I am not liable for $606 which is an awful lot of money that they believe you are entitled to take from a consumer and have nothing to show for it in return in the form of goods, without providing any goods as a final outcome.Many thanks

• Initial Complaint

  Date:05/20/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  They sold the product with misleading advertising. I got the item that is not expected at all because this is a white t-shirt, and I never saw black thread stitching in the product picture. I assume this is a fake product, but they refuse to provide a solution for this. I'm not willing to pay any more time and money to get this right. The right item should be delivered by 5/19. I don't know why I should pay for my time to dealing with this.

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 with SSENSE and was not informed during checkout that I would be charged an additional $245 in U.S. customs duties. This charge was never disclosed at any point during the purchasing process. On top of that, the package arrived later than the estimated delivery date, and I was unable to use the items for the event I bought them for.When I contacted SSENSE, they acknowledged the charge but refused to take responsibility or offer a refund. They only offered a 20% discount on a future order, which I do not want. I requested either a refund of the customs fees or a full refund, but they refused and told me I would need to refuse the shipment and wait up to a month for a refund. This is unreasonable and unacceptable. Also, the manager, ******, was completely unhelpful. I am seeking a full refund or reimbursement of the $245 customs charge, as this was not properly disclosed prior to purchase.

• Initial Complaint

  Date:04/30/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  To whom it may concern,I would like to file a complaint to SSENSE for cancelling my important order without any valid reason.Recently I received a very good offer from my credit card company (**********) to earn a 70% reward if I made a purchase on SSENSE. So I placed an order on SSENSE and noticed that my rewards have been granted to my ********** account. However, the ******************** cancelled my order saying that "we have tried everything we could do to process your order, but we're unable to validate the information you have provided". This is purely incorrect because I paid using Apple Pay, where my name, credit card information, and billing address are all correct, and I never met any issue using this paying method. My credit card also indicated the transaction was successful.I would like to have the cancellation reversed and I have attached all information for you reference below.Thank you for your help in this matter.

• Initial Complaint

  Date:04/28/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 am filing a complaint against SSENSE regarding an improperly handled return, repeated quality issues, and unfair treatment of customers.I ordered an item from ********************. Upon receipt, the item appeared normal, no visible defects were noticeable under reasonable inspection.I tried it on briefly indoors without removing any tags and soon decided to return it.SSENSE refused my return, citing the presence of a stain. However, the alleged stain is so minor that it is practically invisible to the naked eye without specific photo markings.Even when examining their own provided images, the flaw is barely ************* is unreasonable to expect a customer to detect such an insignificant imperfection upon receipt.The defect clearly existed before shipment and was either due to manufacturing flaws, mishandling at the warehouse, or the item being a previously returned product from another customer.This is not the first time I have experienced quality concerns with SSENSE. In a prior order, I received a short with visible white marks inside upon ********** is unacceptable that SSENSE failed to properly inspect the item before shipment, yet attempts to shift the blame onto the customer to evade responsibility for their mistake.Their decision to deny a rightful return based on an invisible or negligible flaw is unethical and unfair.Moreover, SSENSE insists on sending the item back to my original address, despite my clear notice that I am permanently moving and will no longer have access to that location.If the package is lost or undeliverable, the full responsibility must rest with SSENSE, not with **** refuse to accept liability for any consequences caused by their mishandling.

  Customer Answer

  Date: 05/23/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Ssense regarding complaint ID ********.
  
  Sincerely,
  
  ****** *****
  

• Initial Complaint

  Date:04/24/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 am filing a complaint against SSENSE regarding an unresolved return and refund issue for Order #**************.I followed SSENSEs return instructions and used their prepaid *** return label to return the item. On April 7, 2025, I handed the package (Tracking #* ******************) to the concierge in my NYC residential building, as is standard practice for buildings with concierge services. The next day, on April 8, the package was picked up by *** driver ******, which is confirmed by both:My buildings concierge log, which documents the exact driver and pickup time (6:22 PM), and *** tracking, which shows We Have Your Package at 6:17 PM in ****************** *************, it is common and accepted practice for residents of full-service buildings to drop off return packages with the concierge, and ***s own policy confirms that packages can be handed directly to a *** driver. I also contacted both my concierge and the *** driver who services our buildingboth confirmed that no physical return receipt is ever issued in these situations. Instead, the concierge record serves as the verifiable proof of pickup.Despite submitting all of this supporting documentation, SSENSE has refused to issue a refund, citing the lack of a return postage receipt. This reasoning is deeply flawed and unfair, especially when I:Used their return label Followed standard protocol for NYC residential buildings Provided matching proof from both the concierge log and *** tracking Furthermore, the *** investigation has now been marked as closed, and yet SSENSE has neither accepted responsibility nor confirmed whether they have claimed reimbursement from ***.This is not just poor customer serviceit is a systemic issue that unfairly penalizes customers who follow local norms and act in good faith. I am seeking a full refund and for SSENSE to take proper responsibility for lost returns handled under their own label and carrier.

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  nov , 2024 i placed an order for a pair of sneakers for my son for his birthday , once the order arrived the size was too small so i went to *** and sent them back the same day and went online and emailed them to let them know (ssense) . i then went on to buy another pair in a bigger size instead of waiting on a refund as that would take days and his birthday was around the corner . i waited over 2 weeks never got a refund or the second order i reached out and nothing . when i called i was told i would need to contact my bank . i did and once i did a charge back on jan 2025 i was told by my bank i wouldnt be credited as they said product was delivered . claim was closed and now they tell me if i send a letter from chase with closed claim they can re open claim . once i do that now they tell me they cant file the claim with *** shipping for it . so i went ahead and filed it myself they said it was lost and never delivered i sent them a copy to see the update , now i am being told that its too late for a refund or a claim . i been given the run around since i bought the shoe and even asked for another pair or store credit . i just dont want to lose on ****** for nothing at all . now my bank even went negivatie and closed due to them taking the credit back as ssense said it was delivered when it was not and i given proof .

  Business Response

  Date: 03/28/2025

  Please note that the customer has opened a chargeback with their bank to claim their money back. Based on proof provided by both parties, the bank has decided in SSENSE's favour.
  We will not overturn said decision. The customer could simply contest the decision directly with their bank. 
  

  Customer Answer

  Date: 03/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  as stated in the 1st message , my bank rejected my claim due to sense stating i recived my package and since it was denied they can no longer open it . and since **** and SSENSE denied ********** has informed me the refund will need to go by ssense . per ssense they told me to send them a letter from chase that claim was closed which i did and they would refund , i sent the letter now they say its too late i have a recorded videos of all converstions with ssense . i have all emails as well . reason of charge back was becasue i wasnt refunded for the 1st pair i sent back and when i called about the second order i was told to call me bank which i did . now i am being told i cant get a refund   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ******
  
  
  
  
   
  

  Business Response

  Date: 04/14/2025

  To whom it may concern, 
  
  Since the customer had opened a chargeback case with their bank, we will not revisit the case on our end as an outcome has already been reached. Both parties have been given the opportunity to present their proof in the chargeback case, and the bank has reached an outcome already. Unfortunately said outcome was not in the customer's favour - they always have the possibility to contest the outcome directly with their own bank.

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  so i need to file a complaint with the bank ? the bank rejected my claim due to sense . i have video recoding of the customer service at sense telling me other wise and been given the run around . 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ******
  
  
  
  
   
  

• Initial Complaint

  Date:02/20/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 January 9th, 2025, I made a purchase in the total amount of $854.93 for a shoe that has not been received to this day. I contacted SSENSE about this issue and they opened a claim on January 17th, on January 26th, 2025, I was told by a member of the SSENSE customer service team that they did an investigation, and based on the *** location of the courier service used, and confirmation from the driver, they were in my area at the time of delivery and the package (signature required) was delivered safely and the investigation has been closed. How can you base the outcomes of an investigation on ***? What does that even mean? That doesn't tell me that the product I ordered was received, and how do I know that I was even sent a package to begin with? On January 31st, I was visited by the *************** investigating the said package that SSENSE did a thorough investigation on and decided to close the investigation without going through the proper channel. An investigation that has been closed by the merchant, why is it that I was contacted five days after regarding this and not five days before? Why wasn't I a part of the conversation?On the proof of delivery, it states that it was "left at residential" signed for by my last name, and what looks like something was scribbled onto the signature area. I live in an apartment community. No one came to my door to deliver the package nor did I sign for the package. They have not tried to resolve this issue properly and the lack of information given is insulting.I have been defrauded out of my money and I hope that SSENSE does the right thing and issues a replacement or a full refund. NB: I ordered this shoe for my upcoming wedding and the stress that this has created for me in a time that should be all smiles and joyous is just heartbreaking.