Theory Reviews

Got some pants three months back and left a review on their site a month later with zero response. Customer service is the absolute worst. These pants are terrible quality - the fabric started bubbling just three days after washing for the first time. Honestly don't bother ordering from them. The company is way overrated with pants that fall apart and service that doesn't care.

The delivery was a nightmare. Despite three claimed delivery attempts when I was home the whole time, my package ended up at a store location almost 20 minutes away. It arrived the day after I needed it for an important event and way past when it was supposed to come. The tracking company wasn't helpful. When I tried calling Theory to ask them to contact the courier directly like most companies do, I found out email was my only option with a two-day wait. Now they're refusing to issue my refund until the item gets returned, even though it never reached my door. The return alone will take weeks. They dropped the ball everywhere and I won't be ordering from them again.

Had a problem with my first shipment from Theory and was really upset about it. But their team jumped right in, showed they genuinely cared, and worked hard to fix things. What could've been a terrible start turned into something great thanks to their outstanding support team. The clothes are high quality and so is the customer service. This kind of experience makes me want to stick with them. Special shout out to the representative who helped me through it all.

Ordered a jacket for my daughter and it went to the wrong address and got returned. Waited about a month with nothing. Tried reaching them by phone but couldn't get through, so I emailed. They said the refund would be processed soon. After another week of back and forth emails, the money finally appeared in my account. Checked today and it's gone again. Gets the feeling they either send defective stuff or don't mind keeping your cash.

Asked their return team twice for a return confirmation and heard nothing. On my third attempt I finally got an answer, but by then they said the return window had closed. After dropping thousands of dollars on their merchandise, this lack of support is really disappointing. I'm honestly thinking about taking my business somewhere else. Theory used to be worth the investment.

Got a sweater and the very next day it dropped 25% in price. I called customer service asking if they could adjust my order, but they basically said tough luck. For what they charge for their items, refusing to honor a simple price match is ridiculous. Would recommend shopping elsewhere as their policies seem designed to take advantage of customers.

Their basics are way too pricey. Decided to unsubscribe from their mailing list but they kept sending me emails about exclusive deals and promotions anyway. Seems like they're really hurting for sales if they're pushing that hard after someone opts out.

The actual clothing isn't bad, though the sizing has gotten skimpier over time with vanity sizing. But I expect a brand that compares itself to designer names to actually get logistics right. I ordered four pieces and they shipped three days later, but somehow split them into three separate packages from the same warehouse. On top of that, they use ground shipping through a carrier that's known for poor service while refusing signature confirmation. So when your thousand-dollar order gets dropped off in the middle of your workday, you're stuck hunting it down after hours. You've also got a week to chase it down or it goes back to them. I'll probably grab Theory pieces occasionally but definitely not from their website directly.