Theory Opiniões 80

I am beyond disappointed with my recent experience at Theory, and I feel they’ve handled my situation in a completely unjust manner. I ordered a complete outfit: a blazer, trousers, and a white shirt, intending it as a gift. After placing my order, Theory abruptly canceled the blazer, leaving me with an incomplete outfit that was no longer useful. Since the outfit wouldn’t work without the blazer, I initiated a return immediately.

When I managed to send everything back, Theory only accepted the trousers for return and rejected the shirt, claiming it showed "signs of wear." This accusation is utterly unfounded. The shirt, which cost me over 160 euros, was never even unpacked, much less worn. I explained this to their customer service team, emphasizing that it wasn’t even my size and was meant to be part of a complete gift.

To make matters worse, Theory returned the shirt to me with visible stains, making it unwearable and impossible to gift. I’m now left with an incomplete order and a stained shirt that I cannot use. For a high-end brand, this is unacceptable. Theory not only failed to fulfill my order but also accused me unfairly, refused a legitimate return, and returned a damaged product.

Verdict: Stay away from Theory if you expect fair treatment and accountability. They canceled part of my order, refused my return without justification, and sent back an expensive, stained item that’s now worthless. This has been the worst shopping experience I’ve had, and I will not be buying from Theory again.

The worst customer service ever and unfair return policy. They sent me back the trousers advising they were worn while having 2 huge labels attached on the outside, this absolutely ridiculous. I would never buy from this company in my life. They don't deserve a penny.

Their marketing team should really pay attention to their Trustpilot score - I never seen a serious and successful company with 1.4 score - this a huge red flag that their customer base is unraged.

Similar experience to some other posters. Cannot get Theory to facilitate a return. Online portal didn't work and redirected me to customer care. They have refused to respond to emails requesting a return label, all within the 14 day return period. Have never had this issue with ordering online from any other store. Dreadful customer care.

Ordered a winter coat that was marked for final sale, which does not allow for returns. I was fine with that- I'd ordered a coat from Theory before on final sale, didn't love it, but it was as described and I still have it. This one, however, arrived not at all as described. It was listed as a Large, which their site indicates is a 40-42 chest. The coat that arrived was a 48 inch chest- an enormous difference, and nothing even close to the roughly 1/2 inch wiggle room the garment industry typically allows for. In spite of this, they tried to refuse my "not as described" return. No one along the way was interested in telling me where I could send the photos I had proving the discrepancy. No one from start to finish was remotely apologetic or offered any explanation. I was first told just told "no." Then when I explained that I'd have to open a case with Amex and the BBB, they said they'd offer a store credit. I declined- who wants a store credit with a company who won't offer any remedy on garments that fluctuate by four sizes either direction? So they had to send my case to a supervisor who was to respond in 2-3 business days. Seven business days later, I was still contacting them wondering when I might hear from someone. When I finally did, they granted the return, without apology, instead making it seem as if they were doing me some enormous favor by not refusing to let me return a coat that arrived at least 4 sizes larger than the one I purchased. If you buy from Theory, I'd never buy on final sale, and be prepared to demand free return shipping when the clothes you receive don't match their description.

The online return is absolutely terrible. I couldn't get the return label but no alternative ways to return the purchases. Probably the worst online shopping ever.

Also, who gives you the confidence to give a 14-day return? This only works well in Asia. Europe has a very good reputation for inefficiency, which is horrible compared with East Asia.

The company's customer service number in the UK does not work.
They split my order in two, delaying the delivery of part 2 by over 14 days.
By this point, the online return facility had closed (timed out). No response to 5+ emails, non working customer service phone number and no online chat.

Finns det någon kundservice överhuvudtaget. Inga svar på mail och går ej att nås på telefon!! Webbsidan för returer fungerar ej och ingen som svarar på mail eller telefon!

Så oseriöst!

I purchased a suit, and about two weeks after my purchase the jacket went on sale. I immediately reached out to Theory to ask that they apply the sale price retroactively, and they refused because I was out of the 30 day window. They waited so long to respond as well, that by then I was outside of the 30 day return window and was stuck with the full price jacket. Terrible customer service and they have lost a customer for life.

I purchased pants around the 3 months ago .I posted a review a month later in the theory outlet store no response no nothing worst or worst customer service terrible pants. It’s not worth it to purchase from them the bubble three days in after one wash this is the most overrated company, terrible quality and terrible products

The quality is gone. I just received a top that retailed at $255. It is cheap quality, see through and the fabric was pilled day one. Customer Service is nonexistent. They do not stand behind their products and couldn’t care less if you have been brand faithful.

Delivery issues, despite three alleged attempts (I was at home each time) the item was finally delivered to a 'local' store (a 20 minute drive away) - the day after it was needed for a funeral, and two days after the promised delivery timescales. Dreadful communication from DPD trying to track. Tried to contact Theory to see if they could contact the courier (which is normal practice) but the only means of contacting them is via email with a 2 day response time. They are now refusing to refund me until they have received the item back - even though it never reached me in the first place, and this will take around 2+ weeks (and of course relying on the couriers actually getting the item back to them). Failed on all levels. Dreadful service will never order from them again.

I was in their San Francisco location shopping, the associate was very nice and helpful. But when her store manager came out it was a whole different story. Unfortunately she was not at all like her associate but rather rude. I asked her for a size and she just pointed to an employee and said him. That was all, i was token back on her odd behavior. Later when checking out I believe his name was Michael he apologized for her actions and said it was different before she took over the store. He said he had a lot of clients come in and shop before her arrival. Stating it was better times before she came. I sincerely hope this store gets back on track or I’ll have to leave my shopping for online.

Very bad customer service! I would NOT recommend outbid company to anyone who values a company who values those who keep them in business ! The worst ! If I could give them ZERO stars …. Definitely would !

This company is trash. Ordered a jacket at the beginning of November still don’t have it. Talk to customer service who said it was finally shipped. Going on two weeks now still don’t have it. Customer service didn’t care at all just kept sending me a tracking link and said I could return it once I got it. Never asked for anything free or a discount, but they offered no resolution and no compensation for the long delay. This was intended to be a Christmas present and at this point, I’ll be lucky to have it by summer.

Super oversized, weird fitting jacket, with an awful sticky zipper ...so I tried to make a return. The labels they sent me DO NOT PRINT from any laptop or printer at home, at my office, or at my husband's office. Tried to troubleshoot, restart, you name it. I contacted customer service multiple times - crickets. TOTAL LACK OF SERVICE. For the price point of their garments, I would expect MUCH BETTER service. Other retailers in this bracket are usually WAAAY more responsive. I will never shop on their site again.

the worst - no return envelop, doesnt reply back for days, and then its too late for 14 days return window - and i need to throw the products that dont fit in the trash

sad for an otherwise great product - and just plain stupid customer service tbh

The poor quality material used broke after only wearing the item 3 times. I have contacted the seller to get a refund have yet to receive a response. I will adjust the review depending on the response I get back. My order number was Order #11887

I purchased 2 pairs of pants that didn't fit. There was no order number on or in the packaging. I wrote to customer service. They wrote back that someone would contact me in 4 business. After 6 business days it was too late to return.

I will never buy another theory product again.

I purchased a coat from an outlet for £405 and as you would expect an outlet to be cheaper.

The following day I had a look on there website and noticed that the same coat was on sale for £363!

I was annoyed at this so I contacted customer service twice.

I stated the problem and they did nothing to help.

I emailed the outlet and no response.

By law a consumer has 100% right of the difference to be refunded back if the item is on sale in a short amount of time after purchase was made.

Luckily I used my credit card so I got them involved.

Just be careful with this store and always check before paying for your goods

As others have mentioned, be careful with the return policy. I purchased an item in-store, only to realize it is considered final sale in the fine print of the receipt. The sales associate did not state it was final sale, nor were there any noticeable signs saying the item was final sale. Every customer service inquiry I've had about the return policy has been unhelpful.