Theory Reviews

Overpriced basics. Didn't want to purchase so I 'unsubscribed'. However they continued to email me with 'special offers/discounts'. They must be desperate...

I ordered 5 business days ago, which is a long time to wait on shipping. I’m still waiting. They just claim in my reaching out to them, shipping is 3-5 days. Well, today was 5 days and my items still don’t list as shipped. They don’t care, no apologies, no blaming it on covid, nothing. I had to contact them, never had them reach out to me.

I love the clothes, I ordered a large order. But customer service is everything to me. I’m not sure I’ll ever reorder from them again. When you are paying this much for clothes, there are a lot of choices out there that ship quicker and stay in contact with their customers because they appreciate their business.

Shocking pathetic unresponsive and terrible customer service
Great trousers but do NOT repeat do NOT order online
They never pick up the phone and I still haven’t received 3 missing items

I received an item that was slightly different from the picture on the website (different color buttons). When I wrote a review it was still not posted after four business days and after confirming my email.
*Edit: the review did eventually get posted, after I wrote the above review.

I have no issue with the clothing itself, although the fits over the years have become afflicted by vanity sizing.

I just expect better execution in product distribution and delivery for a company that considers itself on par with designer brands. For example, I ordered 4 garments, and they shipped out 3 days later from the same warehouse...in three different shipments. Not only that, they use dumpster fire UPS as ground shipping while eliminating any option for signature release. Yes, that's right, when UPS(hit) inevitably tries to deliver your $1000 order in the middle of a workday, you then get to spend your free time chasing its location around the city. For added frustration, you get a 7 day time limit before UPS ships it back to Theory (I wonder how this works with No Return items, hmmm...5D chess activated).

I will continue to buy Theory clothing from time to time. But not from Theory.com.

Where to begin with this company.
Mass produced fast fashion priced up with delusions of grandeur (this really ain’t The Row).
But worst of all their customer service is non existent.
Their phones lines are always off.
The number just diverts you to a recorded message.
“No one is available at the moment”
Tried calling 20 times over 2 days.
Same issue.
Their customer care opening hours as advertised on the website are false.
Their online chat is always off.
They don’t reply to emails.
I actually wonder if they actually have a customer care department at all which would explain all the bad reviews below.
They are a joke and I would really avoid ordering anything from them.
There are much better brands out there who care about customers and treat then with respect and timely courtesy.
Theory isn’t that brand.

If you can’t process online orders within a timeframe that’s remotely acceptable in today’s fashion world, don’t bother! I placed an online order 9 days ago and am yet to receive a dispatch note, however, they’re more than happy to take my money upfront. Customer services is non-existent and they purposely remove the ability for customers to leave reviews online because they’re fully aware of how horrendous their supply chain is. Time to wake up, Theory, or you’ll be left in the dust very soon 👍🏽

I ordered several items not noticing the “final sale” note in ultra fine print. Theory is probably the most draconian retailer re returns of anyone. Don’t buy online directly, get at retailer that takes returns. They have not replied to my email or phone call. I would be happy with store credit even.

Clothes are great, but the costumer service is terrible. Last year I ordered on theory.com for the first time, paid in full at check out. Didn’t hear back (no shipping or any updates) after a month of purchase. I sent them an email, and then they replied saying that the item was out of stock and cancelled my order after. Last month I ordered a shirt with free shipping. After a week of purchase there was an additional $4.25 charged on my card. I sent them an email and no one replied, so 1-2 weeks later I chatted with an online agent (after waiting in queue for about an hour). The agent said the charge is the shipping cost and the free shipping provided at my check out was a glitch... I told them I would have chosen the “SurePost” option had I known the ground shipping was not free. To that they merely replied “I apologize”. Today I was about to place an order getting the same shirt as a gift for my mom and saw the shipping charge is “$4” instead of the “$4.25” that they charged me without authorization. Very upset! Will never purchase from this website again.

Theory made a mistake on my international order and was a bit slow on related customer service. The amount I paid was "rounded up" (ie overstated) in the customs declaration for my international order by Theory's service partner "Global-E". This, resulted in the value of my order exceeding my country's "duty free" limit, which (in turn) triggered import duties & related fees. When I tried to contact Theory for help, the initial contact was only available by phone or chat during US business hours. Theory eventually provided e-mail contact & support but getting to this took time & effort…. UPDATE; it took a few weeks, but Theory did reimburse the cost I incurred correcting their agents mistake.