Theory Avaliações 80

They send you a holiday $75 gift credit. You find something you want to buy and then discover the code is invalid. You email them because their phone number just directs you to email. You hear nothing for a week. Follow up. Crickets.

This is Theory in a nutshell.

I had a delivery issue with my first order from Theory. I was initially very frustrated. But Theory was very responsive, empathetic and supportive to resolve the issue. It could be a bad first experience, but thanks to the amazing customer service, it became such a flipped experience. I like the quality of the clothes and the quality of the service. I think this experience will keep me being a loyal customer.

I specially want to share my special thanks to Vania.

Shocking customer service. I won’t be buying again

Ordered a jacket for my daughter and it was sent to the wrong address and returned. About a month went by and no refund. Emailed, because no one answers the phone number listed, and said it would be processed and my money should be back in my account. After a week of nothing, and more back and forth email, it showed in my account, but looked today and it was gone. Seemed like they want to give you crappy products or just steal your money.

I requested a return receipt twice from a theory.com, and did not get responses. I followed up a third time, and got a response that the return time had passed. Terrible customer service, I've spend thousands on their clothing and I am considering not buying from them again. It's a shame, Theory used to be a good company.

Theory client serviceSubject:

I am writing to express my disappointment and frustration with the recent customer service experience I had with your company. After purchasing four pairs of shorts , I received 4of them, and upon arrival, I found that I did not like the material. Consequently, I contacted your support team to request an exchange for the shorts.

To my surprise, I was informed that neither an exchange nor a return was possible for the shorts. I even have documentation from your company stating that these options are not available. This refusal to accommodate a simple exchange or return has left me extremely dissatisfied with the level of customer service provided.

I understand that there may be certain policies and conditions regarding exchanges and returns; however, as a loyal customer, I expected a more understanding and flexible approach from your company. This experience has greatly tarnished my perception of your brand and the value I place on your products.

I kindly request that you review my case and reconsider your decision. I believe that a fair and reasonable solution can still be reached. I hope that this is an isolated incident and that your company can make the necessary adjustments to ensure better customer satisfaction in the future.

Thank you for your attention to this matter, and I look forward to hearing from you soon.

Theory Clothing Review: A Masterclass in Inefficiency and Poor Customer Service

⭐️☆☆☆☆

I recently had the unfortunate experience of purchasing items from Theory, and to say I am disappointed would be a grand understatement. What I expected to be a smooth and straightforward process turned into a bureaucratic nightmare, coupled with lackluster customer service that seemed designed to do anything but help the customer.

Return Policy Chaos

After buying a pair of trousers I found did not suit me, I made the trip back to the Oxford Street location, expecting a hassle-free return process as per the standards of any reputable retail outlet. To my surprise, I was told I could not return my purchase at that particular store and would need to go to their Marylebone location instead.

So, following their guidance, I took time out of my busy schedule the next day to visit the Marylebone store. Imagine my disbelief when I was then informed that the company had 'changed its return policy,' and I could only return items online. Had I entered some parallel universe where common sense and basic decency no longer applied?

Unjustified Refund Denial

Reluctantly, I mailed my trousers back via the post office, thinking that surely the ordeal must be close to an end. How naive I was! Theory decided not to refund me for the trousers, citing "signs of wear and tear." What signs, you ask? A loose button. A button I never even touched because — and here's the kicker — I never wore the trousers, not even once.

Theory seems to be under the impression that they can evade responsibility for their subpar products by shifting the blame onto their customers. This is not just an atrocious customer service practice but also an unethical business tactic.

Lack of Accountability

A brand that claims to offer premium quality clothing should be ready to stand by its products. Instead, Theory appears to be hiding behind arbitrary policies and dubious interpretations of wear and tear. This isn't just unacceptable for a luxury clothing brand; it's a slap in the face to every customer who believes they are investing in quality garments.

Bottom Line

I'm not just writing this review out of sheer frustration; I'm writing it as a warning to potential buyers. This company doesn't deserve your hard-earned money if they can't even get the basics right. Customer service, clear return policies, and quality assurance are the bare minimum one should expect from any retailer. Theory spectacularly fails in all these categories.

Consider yourselves warned.

My order was cancelled, yet the coat is
still available online. I sent an email and asked about it - no response.

I bought same dress in 2 sizes. Unfortunately I don't like them. So therefore tried to return and get a refund, as their policy states you can. Their response below. I am in the UK.

Thank you for your message.
Our products are shipped overseas and are more expensive to ship. This will cost us both time and money, and if returned, it can cause losses.
Can you keep the goods in use? You can give it to others.
If you want to return, the shipping cost is high, which will bring you a lot of inconvenience.
I hope you can consider our suggestions.

I ordered some trousers and a jacket - a suit! The trousers arrived and the jacket has still not turned up. I have paid for this outfit in full, still trying to get customer services to send a replacement - absolute nightmare especially as I need this for a wedding. Nice clothes but would not order from them again

my favorite brand. i don't know whay the rating is so low here.... i recently bought a blazer here and loved it so much. i just wish they have sale on all the colors haha, but maybe i am just wishing too much. anyway always my loving brand.

TheoryOutlet.com is a scam!

Defective and ugly items.

Get ready to get tassel if you do business with them.

The online store is a rip off; they often use pictures that does not reflect an accurate representation of the Item that you will get; the material, color, fitting, etc is different then you will be forced to keep it even if is damage and if you are lucky you get stuck with a bogus store credit that in the future might not work.

I dont give them a cero start here because I can't.

Avoid at all costs!

I ordered several items and sent the two back that were the wrong size for me. They only credited me for one. Like many of the customers comments I too have bought a lot over the years. They do not respond. Only with an email that says we will be in touch within 24-48 hours. NOT and the customer service number that provide just sends you to the site

Sent me a cheaper item without letting me know, and omitted the gift receipt.
This is the most unacceptable thing. They did not even say they sent the cheaper item!!!

quite possibly the worst customer service i've encountered. i was sold a defective item - no refund, and a limited 5-day window to return. ridiculous and rude. i just bought $700 in items here recently but what does that matter, apparently.

The worst customer service imaginable. I used a gift card for an online order. I returned the order and now i have to fight to get my gift card back. They don't know what they are doing. I will never shop at Theory again. Many other brands to put up with this crop.

I purchased a pair of pants. The next day my order was cancelled. I ordered another pair of pants with a style and size I have been wearing for many years. The pants did not fit the fabric was also not good quality. I returned the item and was given a partial refund. After inquiring I received a cryptic note from a persona named James telling me to rest assured something. I inquired again to clarify what I was being rest assured with as the refund to this date is still partial. They withheld the 13% taxes paid which is not something I had experienced before. I will not rest until I get my money back. Never again will I buy Theory. Completely turned off by a brand I have been wearing for over a decade.

Ordered a sweater from theory.com, and it has an extra 25% off the next day. Called in to ask for a price adjustment but get told that they could not do anything. For how expensive their clothes are, the policy is just unreasonable. DO NOT buy from them, they are trying to rip you off.

I purchased four items from them in December 1st for Christmas gifts for my son. Nothing actually shipped until the 16th and one item at that point was out of stock. I then never revived the item before Christmas, even though they advertise fast shipping and that things would be delivered prior to Christmas. Ridiculous.

I concur with all of the one star reviews. I will never buy from Theory online again. Furthermore, I agree that the reviews are hidden here from some of the major social media websites such as Yelp. The customer service is beyond poor.

In general, when I would call, I would rarely get someone on the phone. The phone would ring endlessly, even if I called during their advertised working hours.

Recently, I had a very bad experience. I bought something online that did not look good on me. Thereafter, I returned it, per their stated policy and within the time frames they require. I got a message from a worker telling me that the item I returned had the wrong style number on it. Therefore, she stated that I did not return the correct item. She also had the audacity to tell me that if I did not respond to her in 3 days, she would send the item I returned back to me. In other words, she would not honor my refund.

I responded immediately. I explained that I returned the item per Theory's stated policy. And, that I returned what was sent to me. Furthermore, that I did not want to get stuck paying for something that did not work for me.

I then opened a dispute with my credit card company. After a full week, the same person got back to me and said she had to take time off and that it was unexpected. This is after she told me to respond within 3 days. She further stated that all she wanted from me was more information. She admitted that the warehouse had confused the style numbers.

I was beyond angry. I told her that she had nerve demanding that I respond in 3 days. Then taking 8 days off herself. (I do not believe that it was unexpected. I think she consulted with someone on how to respond to me). That she did not just want more information. That she had threatened that she would not accept the returned item and that I would get stuck paying for the item, etc. I also pointed out that it was all in writing. So changing her story now, would not work.