“Bought a pair of experienced and when I received them they were broken. Returned them and paid the $30 return fee. They took 14 days to respond and said they were shipped to me not broken and wouldn’t refund me. Don’t buy from them!”
“Extremely bad customer service! Don’t order anything on cettire, you will never receive a refund! I am waiting for my refund for more 6 weeks… No progress.”
“Bad service, bad quality messages. They let me pay for the extra discount… they said I don’t have to worry about it, but they still charged me for it. I do not recommend. I have to pay 45 euro… while the return is normally 25 euro…”
“AVOID AT ALL COSTS — Shocking Customer Service
The worst customer service experience I have ever had.
I purchased a Magda Butrym dress from this retailer, and the zipper broke the very first time I tried the dress on. I immediately took it to a professional seamstress, who confirmed that the zipper itself appeared to be defective. She was unable to replace it because it is an unusually long, specific type of zipper that would most likely need to be sourced directly by the atelier or manufacturer.
I contacted the retailer on the very same day I received the order, explained the entire situation, provided photographs, and later returned the dress to them.
What followed was completely unacceptable. I received no proper resolution for more than 40 days.
Eventually, they sent the dress back to me and refused to accept the return, claiming that the garment had an odour. The dress had only been left with the seamstress for a few hours while she inspected the defective zipper, which is presumably where any smell may have come from.
So, instead of addressing the fact that I had reported a defective product immediately after receiving it, they focused on an alleged odour as a reason to reject the return.
To make matters worse, I was informed that if I did not accept the parcel they were sending back to me, they would charge an additional €150 to my card.
I find the entire way this case was handled absolutely appalling. A defective item was reported immediately, photographic evidence was provided, and yet I was left without a proper solution for weeks and ultimately forced to take the dress back under the threat of an additional charge.
Extremely disappointing, unprofessional and unacceptable customer service. Based on my experience, I strongly recommend thinking twice before purchasing from this retailer, particularly when buying expensive designer pieces.”
“I strongly recommend NOT buying from Cettire. They refused my return by claiming the item had marks on it, without providing any proof that those marks were caused by me or that they weren’t already there when the item was sent.
It feels like they are simply finding reasons to reject returns and keep customers’ money. Based on my experience, their return process is completely unacceptable.
Think twice before ordering — you may not get your money back even when you return the item.”
“Very disappointing experience. The quality of the items was extremely poor, and I have serious doubts about their authenticity. The sizing was also completely inconsistent with the stated size chart.
On top of that, Cettire charges €25 per item for returns, which makes returning unsuitable items extremely expensive.
Based on my experience, I cannot recommend shopping here.”
“Finger weg von diesem Shop – Intransparente Abzocke und Missachtung von EU-Recht!
Ich habe Artikel in verschiedenen Größen zur Auswahl bestellt. Nach einigen erfolglosen Zustellversuchen durch FedEx habe ich das Paket direkt retournieren lassen. Daraufhin wurden mir pauschal unfassbare 25 € Rücksendegebühr pro Artikel berechnet – insgesamt knapp 300 € für eine Sendung, die mich nie erreicht hat!
Der Kundenservice verweist auf angebliche Klauseln in den AGB. Hierzu muss man wissen: Cettire hat seinen Sitz in Italien und unterliegt damit dem vollharmonisierten europäischen Verbraucherrecht (EU-Richtlinie 2011/83/EU / Codice del Consumo). Gemäß Artikel 25 dieser Richtlinie sind Verbraucherrechte unabdingbar – Klauseln in AGB, die das Widerrufsrecht erschweren, unverhältnismäßige Strafgebühren erheben oder vom Gesetz abweichen, sind schlichtweg unwirksam und rechtlich unzulässig.
Auf sachliche Hinweise zu diesen EU-Vorgaben reagiert der Support nur mit standardisierten Textbausteinen. Der Fall geht nun direkt an das Europäische Verbraucherzentrum (EVZ) sowie an die italienische Wettbewerbsbehörde (AGCM).
Wer hier bestellt, riskiert extreme versteckte Kosten. Absolute Enttäuschung – nie wieder!”
“They are scam! I ordered a pair of Tom Ford Pilot Frame Sunglasses from CETTIRE for $235.81. My order was accepted, but CETTIRE later cancelled the item and stated that it was “out of stock.” However, after the cancellation, I clicked on the exact same product listing and found the same sunglasses, same color and same size (59) still available for purchase — except the price was now $443.19 and there are 4 available. I have screenshots showing both the cancellation at $235.81 and the same item being offered at the higher price. This is extremely disappointing. If the item is genuinely out of stock, I do not understand how the exact same item and size can still be offered for sale at almost double the price. And how they canceled it after 3 days! From a customer’s perspective, it appears that my lower-priced order was cancelled rather than honored once the price increased. I contacted CETTIRE because I believe they should honor the original accepted price and fulfill my order. Customers should be able to rely on an order once it has been accepted, rather than having it cancelled as “out of stock” while the identical product remains available at a higher price.”
“I wished I read the reviews before ordering from Cettire. I had a really disappointing experience recently. I ordered a dress, tried it on briefly for just a few minutes, and then returned it immediately because it simply didn’t fit.
I’m extremely careful when trying on items I order online. The garment arrived without its protective bag, and I was confident I left no stains or marks. I tried the dress on properly with a face cover, and I didn’t wear any makeup at all. Since I returned it right away, there was no opportunity for any damage or transfer from my side.
That said, the fact that the dress came without a bag raises a serious concern: it could have been stained by other people who handled the dress before it reached me. Yet, despite this, Cettire’s customer service insisted that I had stained the dress and refused to process my refund.
In the years I’ve been purchasing from Cettire, my return rate has been close to zero. I’m only returning this item because it didn’t fit at all. Unfortunately, I’m now being forced to pay US$2000 for a dress that doesn’t work for me.
I’ve never had this experience with any other online shops. I’m sharing this review so others can be aware that returns may not be handled fairly, particularly when the item is claimed to be stained despite being returned promptly and handled carefully.”
“My frst time order with this company. On the site it specifies first time buyer price but there was nocode to enter, no phone number to call and ask, and now giving me full price!!! They responded stating must be done same dayand mind you I wrote exact day minutes from the order. Again, no number to call and you are just stuck. DO NOT BUY!!!!!! BEYOND DISHONEST!! NOT RESPONSIVE!!!”
“Horrible company. No customer service. Totally dishonest return process-please do not do business with this company as they are other online luxury merchants who offer much more reputable services. You have been warned!”
“They addressed my withdrawal concern with exceptional efficiency and professionalism. From the very first interaction, their team demonstrated a strong command of the process, offering clear, step‑by‑step guidance and ensuring I understood what to expect at each stage. They maintained consistent communication, proactively providing updates rather than leaving me to follow up or wonder about the status. Thank you Quietreports Dot net”
“Purchased 2 identical TF sunglasses showing in stock. Site says tracking number sent within 48 hrs. After 4 days, nothing. I reach out to CS and receive what reads like a generic email saying processing times are 3-10 days. Finally after 8 days I get a tracking number. Unheard! Item arrives nearly 2 weeks after ordering. Immediately notice boxes are different size. Comparing I see the storage cases are also different one is an over sized soft case while the other is the hard case you always get when purchasing from a store. Also notice one is missing packing items and booklet. I reach out again with photos and request the soft case to be replaced as these are $600 glasses. Spoke to 3 people and a manager and all said no. The 1 star is for time took to ship out, lack of quality control, lack of customer care, and the after the sale relationship. Company wasn’t not my first choice to order from but it had the sunglasses in stock or so I was fooled into thinking. Not recommended.”
“Worst
Very disappointing experience.
I placed my order and was repeatedly told that everything was progressing normally. However, even after many days, the package had not been handed over to the courier, despite a tracking number being created. The tracking remained inactive, and I had to contact customer service multiple times to get updates.
What frustrated me most was receiving the same generic responses over and over again rather than clear, honest information about the actual status of my order. Customers deserve transparency, especially when purchasing expensive items and relying on promised delivery timelines.
Based on my experience, the communication was poor, the processing time was extremely slow, and the information provided was not always clear or accurate.
Unfortunately, I have lost confidence in this company and will not be ordering from them again. I would not recommend them to anyone who needs reliable delivery or accurate order updates.”
“Worst shopping experience I have ever had with Cettire.
After almost 3 months, more than 18 emails with Cettire, over 38 emails with DHL, 17+ calls, discussions with customs for weeks, shipping fees, taxes, import duties and endless stress… they still refunded only around 50% of what I originally paid — for an error that was entirely THEIR responsibility.
They were never able to deliver the package because they failed to properly handle or communicate the import requirements, yet somehow I was the one left paying the price financially and emotionally.
And after all of that, their final response was basically:
“We consider this case closed and will no longer respond.”
Unbelievable.
Please, I genuinely beg people to think twice before ordering from Cettire, especially internationally.
A luxury shopping experience should not end with months of stress, customs nightmares, partial refunds and complete lack of accountability.
This is not customer service.
This is abandoning the customer after taking their money.”
“I made an order in February. I did not receive my order thanks to Fedex that messed up the delivery and now it has been 3 weeks since the shoes returned to Cettire that am following up on the refund. It is absolutely certain that Cettire does not process refunds to customers. Unless you are planning on never returning an item DO NOT BUY from Cettire.”
“I had a very disappointing experience with Cettire.
I returned a pair of shoes within the allowed return period as they were the wrong size and reordered the same pair in a larger size. The shoes were only tried on briefly indoors and were returned in perfect, unworn condition.
They refused my return claiming the tag had been removed. In reality, the tag was a flimsy paper tag that detached unintentionally during a normal try-on. Their own photos even showed the plastic fastener still attached when they received the item.
After rejecting the return, they sent the shoes back to me — but had removed the remaining part of the tag themselves. They are now using this as justification to deny a refund.
Customer service has been extremely unresponsive and unprofessional, ignoring follow-up emails entirely.
Overall, this has been a very frustrating and unfair experience. I would strongly advise caution when purchasing from this site, especially if you may need to return an item.”
“I have shopped from this luxury brand’s online store at least four times, and unfortunately every single order came with a different problem. At this point, it’s a pattern—not bad luck.
First, the delivery times are misleading, especially since they advertise it as “priority delivery.” They claim delivery within 3–10 business days, but this only happened once. Most of the time, you have to wait 5+ business days before the order is even shipped, which completely defeats the idea of anything being “priority.”
The delivery and redelivery policy is outrageous. If you are not at home and redelivery is not possible, the package is sent back and they charge you €150. I have never experienced this with any other luxury brand. This feels more like a penalty than a reasonable policy.
Their return policy is equally unreasonable. You only have 14 days for the item to arrive back at their warehouse from the day you receive it, meaning you must inspect and send it back almost immediately. On top of that, they charge €25 for returns, even during the Christmas period. This makes gifting nearly impossible—if a gift doesn’t fit or needs to be exchanged, the return window is often already closed.
Customer support is another major disappointment. They only reply during Australian business hours, despite shipping from Italy, and their responses are unhelpful and repetitive, clearly scripted rather than solution-oriented.
For a brand that positions itself as luxury, the service is shockingly poor. Slow “priority” shipping, excessive fees, rigid return policies, and ineffective customer support make this the worst online luxury shopping experience I’ve had. I would not recommend this retailer to anyone. Stay away.”
“I’d been trying to cope on my own for a long time, and it really took a toll on me. I was exhausted, stressed, and anxious every day. When I found Michael and team, I decided to reach out, and their quick, thoughtful response immediately eased some of the pressure I was feeling. They were kind, patient, and truly listened, which helped me feel more at ease about moving forward. In the end, my withdrawal went smoothly and was handled without any complications.””
