“After waiting over 6 weeks for a refund for shoes . I must have emailed over 20 times they did not respond until I went to the bank to charge back the amount then they said they could not refund me because THEIR COURIER SERVICE put tape on the shoe box. Never buy from this site”
“Never never buy things from this website. Horrible customer services, never answer your question. Has been waiting for 3weeks, my order hasn’t been shipped. Hopeless”
“Do not buy from them!
I bought a jacket, that was a size bigger then I need then had to return it, not only I waited for it almost for 4 weeks, it was stuck in DHL
But also I lost 700$ on tax, in their policy the taxes are not returnable , so there you have it... the worst shopping experience I ever had !!!!!”
“HORRIFIC CUSTOMER "SERVICE"!!!!
I purchased an item online. It was cancelled by Cettire's fraud department. I wrote them to explain I am a legitimate customer attempting to make an order and purchased the item a SECOND time. They literally refuse to allow my order. Canceled my U.S. order a SECOND time. I have asked to have a manager call me. No call. No email. No resolution. First purchase/experience...DEFINITELY MY LAST!!! This company is AWFUL. SHAMEFUL. DISORGANIZED. AWARD FOR THE WORST SHOPPING EXPERIENCE EVER!!! Will take my money elsewhere. F them.”
“Returned some items and the process was not very smooth at all. It had taken almost 2 months to process my refund not to mention zero correspondence from them. I had to continuously chase this up from my end and this was passed around numerous of times to numerous customer service representatives. All of which did not provide a time frame for the refund and zero updates provided. This was finally processed for “urgent” refund processing and took another 5 days and 2 emails from me to have this finally processed.”
“I wouldn’t recommend to use the services of the company. My experience with them was “very bumpy”. I ordered the item and tried to cancel the order within 24h. It was impossible. To my disappointment they told me that the purchase can’t be canceled as the item was on it’s way but the customer service assured me that in order to minimize the loss it would be better to initiate a return upon receipt of the item. I followed the advise. And instead of loosing 25$ if I insisted on immediate cancellation I lost 50$ (I paid 178$ and refunded 128$ (?). It’s a scam or incompetence !? All totally contradicts their Cancelation/returns policy and what I had been advised by customer service.
Strong advise in case there is a risk of fitting issue or you just want to return the item by other reason the refunds are very dodgy. This “outstanding experience” happened to me for the 1st time. The work of Customer services and contradictory advises they give is also questionable. Logistics team was really useless.”
“This is the worst borderline scam online shop. They sent you wrong item and don't issue refund. They have no address or phone number. You can only email them and they will choose to ignore and make up excuses.”
“Waiting so far 5 weeks for a refund for some sneakers I returned that were too big.
Customer service not able to give any indication on anything. Absolutely awful experience.. never again.”
“I found a mic miu purse that retails for $2500 usd on sale for $1350 usd and purchased it. Upon arrival it was obvious to me it was a fake purse as I'm very familiar with miu miu purses. Thats when I googled this company and saw this is common.
1) Contacted my bank and the investigation is still ongoing.
2) Contacted the company to try to return for a refund and they discouraged me and offered me 20% extra on what I paid if I agreed for a store credit. I insisted I want a refund and they told me to create an account online with my tracking number so as to get return docs.
3)Their system wouldn't let me create an account and after a lot of headache, they sent me a return label but no customs / warehouse docs to accompany my return.
BY THE WAY, you have only 14 to get the item back to them.
4) They kept telling me if the courier guy asks for docs I should tell them "it's all online".
5) They told me even if they receive item, they will not be refunding the amount I paid on customer (appx $200)
5)Returned item and I can tell from tracking it's been received 3 weeks ago, no refund till this day.
I plan on following up with my bank based as based on this they may be able to reverse my payment.
Spare yourself the heart ache and shop elsewhere.”
“Do not order from this company! Made a return within the time frame stated on website a month ago. I am yet to receive my refund. I keep getting the same generic message about it still going through quality checks. So now they have my merchandise and my money. Horrible dishonest company”
“Cettire is hands down the worst website I have ever dealt with. I have been waiting for over a month for a refund of a bag I purchased at the start of December, which was a Christmas present. After numerous emails, they have provided nothing but excuses and fobbed me off - be very careful when dealing with this company in case you experience what I have gone through. On the website, they say they " pride themselves on providing outstanding customer service" - absolutely false on all accounts.”
“Do not buy from this site Please!!!! Fake products and disgusting packaging for a luxury item (because they are fake). Never again. Go to mytheresa instead.”
“MY OPINION, DO NOT BUY FROM CETTIRE. Cettire is without a doubt the worst online luxury fashion retail platform I have ever done business with. Their merchandise might be real, their pricing is certainly competitive, and they ship in a reasonable amount of time, but you might as well forget returning and item you don’t like or is the wrong size. They don’t respond to emails, it took them forever to send me a pre-paid return shipping label, and once they did receive my return, they did everything they could to delay issuing me a refund; forget the terms and conditions stated in their Return Policy. If you know your size and you intend on keeping the item(s) you’ve purchased, their pricing is substantially less than that of their competitors so maybe for you it’s worth the risk, but buyer beware. If you run into any problems whatsoever, or want to return something, don’t say I didn’t warn you. Just read the other reviews; my experience seems to be typical, and not the exception. If I (a) didn’t use a credit card with return protection, and if I (b) wasn’t aware of the particular laws the govern commercial transactions, and if I (c) didn’t threaten them with that information, as well tell them I planned to file a claim with the FTC’s Bureau of Consumer Protection, in all likelihood I would still be waiting for a response and waiting to get my money back. My opinion, if the savings aren’t substantial, or the determining factor for you, then buy from another company.”
“DO NOT ORDER FROM HERE. Scammers, sent me a damaged bag, and when I tried to return the bag, they refused it and sent it back to me, using my own pictures I sent as proof as their own, truly insane. Still trying to resolve with my credit card company. NEVER have had an issue this ridiculous, biggest regret purchase of the year, hope this stops others from falling into the same trap.”
“Ordered some off-white slides from them during Christmas got it fast but there’s no way a size 39 can’t fit someone who actually wears 38. 1 foot of the slides were obviously bigger than the other which made me suspicious and the material looks off. I emailed them about my issue and barely got any help until the 3rd person assisted me with return label them told me I would be charged $25 to return. Mind you there’s no way to communicate with CETTIRE via phone call. Anyway, DHL picked up the return as per Cettire instructions and it took weeks of me going back & forth with them after they received my return before I got an update that my return was “scratched” so they’re sending it back to me. I emailed that I don’t want a faulty unauthentic item back but no one responded after. Did a dispute with my bank & still waiting.”
“Ordered a ~$500 wallet from them (from Italy to US) but ended up receiving an empty box with the wallet stolen during transit. Contacted customer support, waited 2 weeks and then I was told that there was nothing they can do and they considered the case closed and will no longer respond to emails. $500 down the drain...The company is a joke. don't buy from them!!”
“returns - i have tried to return an item - it was too big - Ives tried to get them to give me documents to return the item (no return label, no customs documents and they somehow don't even have an account for me to login to - how can this be if i placed the order?) but they have not been helpful - they just say they need it within 14 days - all i can say is watch out before you order from them”
“I did not receive my item and It says I should ask the DHL , there is no signature, it is not my problem and not my business to ask the Dhl where is my sweatshirt and bad customer service response”
“I was about to buy a pair of John Lobb shoes for nearly half price of retail, but decided to read the reviews, and then boom bang I am shocked. No wonder the price is so low. Then I checked the photos, and there are only 3 and they are dark and quite blurred. And the catch is, they say the shoes are made in Italy. Huh? John Lobb shoes (William) are always made in Northampton, United Kingdom. Best stay away.”
