Theory Reviews

Grabbed some wool pants that looked amazing and felt really well made. Unfortunately they ended up being snug on me so I had to send them back. The company handled the return process smoothly and didn't give me any grief about it. Overall it was a solid experience. Just keep in mind their return window is pretty short if you want money back instead of store credit, only 14 days, so get your return shipped out quickly if that matters to you.

Placed an order with their European site in mid-November with a promised delivery window of 2-4 business days. Nearly three weeks have gone by and the tracking still shows the carrier never picked it up. What's worse is that getting help is nearly impossible. The phone line doesn't work, their chat function isn't available, and none of my emails have gotten any response. After trying multiple times with zero communication and no progress on the shipment, I asked for a cancellation and refund. Really disappointed since I've bought from them before and thought they were better than this.

I'm really upset with how Theory handled my recent order and I think they treated me unfairly from start to finish. I ordered three pieces as a gift, a blazer with matching trousers and a white shirt. Then Theory canceled the blazer without warning, which meant the whole outfit was incomplete and unusable. Since the gift was now broken, I sent everything back right away. Here's where it gets worse, they accepted the trousers but rejected the shirt saying it looked worn. That's completely false. That shirt never even came out of the package and wasn't even my size. When I explained this to their team, they ignored my point. What's worse is they sent it back covered in stains, making it impossible to gift to anyone. I'm stuck with an incomplete order and a ruined shirt. For a brand that positions itself as high-end luxury, this whole thing is unacceptable. They didn't deliver my order and then accused me falsely.

Absolutely the worst customer service I've experienced. Their return policy is unfair and sketchy. When they sent my trousers back, they claimed I'd worn them while they had two massive labels still attached and completely intact on the outside. That makes zero sense. This company doesn't deserve your money. It's wild that a brand that positions itself as serious and established has such a poor reputation online with customers - that's a major warning sign about what you're getting into.

Bought a winter coat marked final sale and accepted I couldn't return it, but when it arrived the size was completely wrong. Listed as a Large which should be 40-42 inches, but what I got was 48 inches. That's an absurd four-size difference with no room for typical garment tolerance. When I tried to return it based on the incorrect sizing, they initially refused. No one would help me figure out where to send proof photos. Zero apologies or explanations. First they said no, then when I mentioned chargebacks and complaints, they offered store credit. I wasn't about to shop with them again. Eventually they escalated to a supervisor who supposedly would reply in 2-3 days, but it took seven business days just to hear back.

The return experience was absolutely awful. I couldn't find my return label anywhere and there wasn't another option to get the items back. Honestly one of the worst online shopping situations I've dealt with. Also, who thinks a 14-day return window makes sense? That might work fine in some parts of the world but here it's pretty limiting and creates problems for customers.

Had a terrible time with their return process online. Couldn't locate my return shipping label and found no other way to send things back. This has to be one of the worst shopping experiences I've had. Plus, a 14-day return window feels way too short for most people. That timeframe might work in other regions but definitely doesn't cut it for US shoppers.

I got a suit and two weeks after that a matching jacket went on sale. I contacted them right away asking if they'd match that price to my original order, and they declined because I was outside their 30-day window. The delay in them responding meant I couldn't even return it in time anyway. The customer service sucked and I'm moving on to another brand.

Bought a suit that went on sale two weeks later. Reached out right away to ask them to match the sale price from day one, but they shot me down saying I was past the 30-day window. The fact that they dragged their feet responding meant I lost my chance to return it anyway. Honestly, I'm done with this company after how badly they handled it.

Bought pants about three months ago and posted feedback a month later on their site. Got nothing back, not even an acknowledgment. Worst customer service imaginable. The quality is garbage too, the material started pilling within three days of first washing. Skip this company entirely. They're totally overhyped, the products are poor quality, and nobody cares about helping customers.