“Cettire doesn’t care about your business at all.
I bought shoes for my husband’s birthday which was 2 weeks away when the shoes arrived.
On the day, he tried them on, they were half a size too small, I tried to exchange them to a bigger size which was still available online, and they just refused it because I had missed the return deadline which is only 2 weeks (who offers just 2 weeks nowadays anyways??). So I got stuck with $600 shoes that he can’t wear, just because they refused to accommodate swapping the shoes despite both sizes still being available online.
In general, the customer service is the worst. They take days to respond and at some point just ignore you.”
“I purchased footwear from Cettire for a Christmas gift. I didn’t expect there to be any issues shopping with them so did not check the package thoroughly once it arrived. When wrapping I took a closer look and noticed they had sent two sizes too large, entirely off the mark.
I emailed the team providing photos of the shoes, the packaging and all contents. The first response from the team asked me to provide more photo evidence, so I complied, providing photos of the box it arrived in, the plastic bag and even the store hanger that the shoes were attached too. This brand of shoe does not come in its own box, but is placed in clear plastic (which appears to have caused some confusion with the customer service team initially). I asked if I could swap the shoe for the correct size, as ordered and evidenced on the receipt.
This was completed on 14th December, and I had hope to have a solution before Christmas, but understood that would be a stretch. After hearing no response, I followed up with the team on three separate occasions by email in January asking for an update.
On my fourth attempt on January 31st I was informed that I would receive store credit, with no further information provided. I challenged the update, asking if the shoes could simply be exchanged for the size ordered. Instead of receiving an explanation, I received an email threatening me with losing store credit if I didn’t send the goods back to Cettire promptly. In addition, they cited the duration of this return being outside of the returns window, as if it was my fault, that they are doing me a favour when it was their mistake sending me the wrong size, and their delays that caused us to exceed the returns window.
Interestingly, Cettire provided me with a DHL collection label without any details on when the collection is due to happen. I have since emailed asking for any details on how to return the goods, and not entirely confident the team have been able to effectively understand the problem.
Be very careful when ordering from Cettire. If you are unlucky enough to experience a relatively simple mishap, they appear to be unable to resolve it effectively, which can be painful.
In addition, I do not appreciate the matter being handled by a different customer services representative with each email reply. It caused the matter to become extended, with threads not being followed effectively. It would be far more effective if one person owned a case to completion, or two at most.”
“This company charges 25 EUR per returned item. Not per package, so if there are multiple items and just one shipping cost, they will charge for every single item. Shipping on your own would cost much lower. They make money from returns, that's an absurd. Never buying here again!”
“HORRIBLE SCAM! Did not send my order or claim shipping has lost it. It’s been 3 weeks still no package … horrible customer service! No one has replied to any emails since the last 3 weeks… high value package of 500€ and no refund no reply no service. I’ve lost the money. Please don’t order from this site ever!!”
“DO NOT ORDER FROM THIS COMPANY!!! They sent me the incorrect item and took days to respond. Appalling customer service, I have been offered store credit only and when asked to have a response from a manager they closed my case!! This is no luxury brand… do not waste your money with this company. I only wish I had read the reviews before I ordered!!”
“useless customer service. My egiftcard balance was used up by the company and nobody is being held accountable for it. No investigation was done and I was told nothing will be done.”
“Horrible experience. Horrible customer service. This is an amateur luxury outlet. Their return policy is completely misleading, customer service only has standard answers and don’t really care to help the client. Only luxury outlet with such a bad experience. Never shopping with them again.”
“If you are thinking about ordering from these people please don’t, you will regret it.
Having spent a significant amount of money on items over the years using them I have had nothing but problems and Customer Service simply isn’t something they care about or value.
Any issue will be resolved in their favour and don’t even think about trying to return something there will always be a reason that the return isn’t allowed. Often clauses are quoted that don’t appear anywhere in their terms or on their website.
Far better places to spend your money, I learnt the hard way :(”
“Very bad company I ordered a pair of boots that pies Texas when I receive them. I didn’t even try them on because it was a very small size so we returned them and they didn’t accept the return because they say that there was a cut, at the box of the boots and there was a dirt on the soul they send me the pictures I say that they are right about the cat because I did it while I was unboxing with a razor so it’s a very small cat and above the dirt I refuse it, because I didn’t even try them on so it was the condition that they sent the pair of boots to me. There is no other explanation I had a purchase history to their online shop that show I am a good customer and they didn’t even inform me about that. I found out that they refused my return from DHL , I think they’re horrible. I will never buy from them again because they didn’t even gave me another solution even though I refuse that the dirt was from me. I have pictures that they showed me I will upload them and the cut is from me. yes but the dirt which is very little wasn’t mine the worst company I have ever seen the worst. I’m a good customer at Farfetch. My Theresa yuk Net-a-Porter and no one had ever had problem with me.”
“Absolutely useless. Placed my order close to 2 months ago now and still haven’t recieved my item. I have requested a refund close to 2.5 weeks ago and STILL haven’t received my refund for the product never received nor shipped. Save yourself the time and money!!!”
“Le plus mauvais service à la clientèle que j’ai eu de toute ma vie . N’achetez rien avec CETTIRE ! Première je pense qu’il fraude les gens. J’ai acheté un sac à main Versace et j’ai reçu un portefeuille de valeur moindre. J’ai contacté le service à la clientèle et après plus de 2 semaines d’attentes j’ai reçu une réponse que me demande de retourner le colis. J’ai retourné le colis et après plus de 40 jours j’attends toujours mon remboursement. Après quelques email envoyé à ce sujet à CETTIRE il me disent n’importe quoi pour se débarrasser.”
“I am trying to contact your customer service and no body is responding I want to return my order I have to complete the process before 14 days and no body is helping me”
“Brutal after sales service. Returns policy is the worst I’ve ever heard of - 14 days from delivery compared to 28 for ASOS and 60 for Yoox. Even then they charge a €25 fee. DON’T use them - they’re not even a warehouse - it’s all drop shipping which means they don’t even handle the goods.”
“On 22.01.2024 have ordered BALENCIAGA coat for GBP 2k, paid by the card I already used for shopping with Cettire. The store confirmed the order and charged my bank account.
Few days later they say the order could not be completed as it believed to be fraudulent! The money are charged and not returned back. Will have to request police investigation to return my money.”
“Good luck getting any information from Cettire. I purchased a bag two and a half weeks ago and it is still processing. It has said processing since Jan 7th and it is now Jan 24th. Absolutely non existent customer service. No way to cancel an order or return an order. Also no phone number provided on the website to actually talk to a human being about an issue. Items seem to me authentic as I have ordered with them in the past with no issues but never again will I order from Cettire. One star is being very generous for this review.”
