“DO NOT Buy from this company its has the WORST Customer service and they take forever to reply to emails. No contact number just emails which they don't answer. I bought something after a week they did not have it available so decided to giet a credit note with co for an extra 10% BIG MISTAKE. I have been waiting for my gift card code and still no reply. I will be taking this further.”
“Client's refund has still not been issued 7 weeks after the order was returned. We've been trying to get resolution from customer service for almost a month. They won't offer any specific help other than to say they are "working on it" or initially "escalated" the request. There is no follow up, no clarity, no actual help, and NO REFUND even though the package was picked up by DHL and delivered. We're proceeding with a credit card fraud investigation at this point.”
“HORRIBLE SERVICE. Ive been trying to place an order since Dec 5th.. they charge my card and confirm the order but then email 3 full days after telling me its been canceled. I order again and they did the SAME thing. Their reply time is slow & there is no phone number to call. Very frustrating!”
“Order number 25323-3
Good morning,
I am very disappointed that it has taken you this long to let me know that this item is out of stock.
I placed my order with you on the 26th November and it is now 13th December.
I have emailed you numerous times enquiring the whereabouts of this order and reiterated many times that this was a birthday present for my daughter, her birthday was the 3rd December and I have waited all this time for you to let me know that this item is out of stock.
I am very disappointed with your service and will never shop with you again.
I will be leaving a review on all social platforms.
Please arrange a full refund on my card, I do not want a credit note from you.
Hope to see my payment very soon.
Shahida khan”
“Absolutely terrible customer service. They refused to refund me for an item that I returned within the return period and then refused to send back the item! I have never been so disappointed or shocked by a company’s service - which is technically theft as I am now short £300 and have nothing to show for it. Absolutely shocking!”
“US Customers stay away! Cettire does not know how to ship and provide US Customs all the needed info,
I ordered a duvet jacket by Cucinelli. Lovely by the way. However, to get it delivered I spent 7 days working with DHL on a missing info. I contacted Cettice multiple times asking for the needed info (Manufacture ID and address of the place of manufacturing). They NEVER provided it. So I decided to send DHL the address of the headquarters of Brunello Cucinelli in Italy. I found it on Wikipedia (!). It was enough to unblock the item. If it was for Cettire, my duvet would still be sitting in Custom (or most likely would have made it back to them... Horrible customer service, horrible shipping follow-up... They sell nice goods though, unfortunately...”
“I ordered a bag on 11 Dec 2021 at 6.26am. I tried to cancel the order 12 hours later on the same day at 6.20pm. The website says orders can be cancelled within the first 24 hours provided the items have not shipped. I checked on the status. Item has NOT been shipped as order was made only 12 hours ago. However, even after following all instructions given by the website, Cettire does NOT enable the customer to create a return. I even tried logging into different IOS and Windows and finally writing to Customer Service. Their website does NOT allow to create a return within 24 hours because their web interface does NOT work (even according to their instructions and trying all ways) ! By the time Customer Service reverts, it will be after 24 hours, and i will be charged $25 to cancel!! How did this shopping site take off without a proper functioning website where their own instructions do NOT work ?”
“I ordered a pair of shoes 3 weeks ago and am yet to get a dispatch confirmation. I emailed customer service a week ago and they told me they’d “prioritize” my order. Still nothing. I have requested a refund. I should have known their prices were too good to be true.”
“Terrible customer service. They are making it as difficult as possible to return an item to them. Promised return label 2 days ago still not received only answer emails after two days, I have been trying to sort since 02 Dec - awful. I am UK based. Don't buy off this company if you are not in Italy.”
“Order number 282598 paid on November 7 & tracking number 8122926685 More than month and I didn’t received my package yet and they refused to refund my money , dhl asked me to contact cettire.com and I shocked with poor & bad communication be aware of this website —fraud—”
“Worst customer experience I have even encountered - so much for a designer store! AVOID...
1. Order 37282 placed on 26 Nov - Bought the Saint Laurent Loulou medium shoulder bag on sale for AUD$3256.66 less 10% Black Friday discount so $2931
2. The next day – Sat 27 November the bag was reduced to $2442 so I sent an email to customer service asking if the price can be matched as I was charged AUD$3256.66 just a few hours beforehand so thought I was overcharged
3. Received a response from their customer service team on Mon 29 November confirming that I was charged the correct amount at the time of the purchase – being AUD$3256.66 less 10% Black Friday discount so $2931
4. Received an additional response from customer service a day later on 30 November stating that due to a technical issue there was a price error in their system selling the bag at the incorrect price so I will need to cancel my order and re-purchase (I have checked with a number of retail stores and this in itself seems illegal, not to mention I received confirmation on 29 November that I was charged the correct price) I check the site and the bag is no longer in stock
5. I sent a response as soon as I received the above message on 30 November –for clarification as a day before I was told I paid the correct price - to date no response to this query (10 days has passed)
6. I check the website a few days later and the bag is now on sale for $3367.23 – so Instead of honouring the price (variance of only $110.57) I am told my order will be cancelled and I need to repurchase the bag at the new price and the 10% discount is no longer available.
7. On 30 November I also send a separate query to ask for a status follow up on my order – no response
8. On 3 December I send another follow up chasing the status of my order and when it will be shipped
9. I receive a response on 6 December – so instead of actually addressing my issue and looking up my order, the reply I receive is just a copy and paste of the shipping information from the FAQ section of their internet – stating it takes 3 to 7 business days to ship during busy periods.
10. I send another response stating that it has surpassed the 7 business days and instead of just copying the FAQ data can they please actually look up my order and advise as to what the hold up is
11. On 10 December get a email saying order has been cancelled by customer!
12. Sent a response asking how this has been cancelled by me as I have been chasing it up for the past 1- days and the item was in stock just a few days ago – and I placed my order 2 weeks ago!
If no starts was an option that is what I would give”
“Please don't be fooled by the very few positive reviews, it is not worth the savings to purchase from these thieves. I too was happy with Cettire & recommended to my friends, until I had to make a return. DHL picked up the shoes less than 24 hours after they were delivered to me. Cettire confirms receipt but will not issue my refund. I have been emailing now for 6 weeks & still nothing! They never answer the emails & when they do its a generic "be patient". I have to dispute with my credit card to get my money back. Never again!!!”
“Ordered a pair of Valentino slides to give my wife for xmas. Confirmation email & payment taken immediately. Waited a few weeks but no shipping confirmation/details. Emailed customer service several times over subsequent weeks, each time answered by a different name with same buzz words like "priority" or "urgent" attempting to fool me into thinking something was being done to send my order. Eventually asked them for refund. Received email refund confirmation a few days later, but NO REFUND. More replies from random names with generic replies. Still waiting. Apparently the owner is "shy" despite the company being worth 700 million. If i robbed people like that, i wouldn't show my face either.”
“It is a scam!!! Do NOT order from them. They just said they could not verify my order and that was it. Although I paid and received a shopping confirmation email.”
“I placed an order on Nov 19 and it still has not been delivered. Strange they are publicly listed. Customer service is slow to respond and get the vibe they really don't give two cents about where your order is. Would avoid it at all costs. Shame on you guys.”
“Ordered a Matk Jacobs bag for my partner on the 19th of October, it still has not even been sent out of the warehouse yet! Every email they claim they are working on it but it has been almost 2 months! Everything I ask for a refund they ghost my email chain and I have to start again. All emails take a few days and”
“Took my money for shoes which they did not have in stock and now weeks later still no refund. Almost impossible to communicate with and when they do communicate it is a pathetic generic email reply which does not address the issue.
The issue is they take your money, they do not have stock, they do not refund”
“Next level of horrible! Guys, save your time, money and grey hair, DO NOT BUY from these scammers, no other words to describe this company. Ordered shoes which were in stock, but after order it appeared it's out of stock. They gave refund in store credit, it was ok for that moment as shoes appeared in stock again and went to order them again. Guess what, out of stock again, though they showing it in stock. That was little too much for 500€ purchase, so asked for refund, but refund was offered and given in store credit. I asked for a refund back to my card, their response is you payed with store credit, we refund store credit. So they sell items they don't have and they don't give your money back. 20+ emails and at absolute 0 result... I feel and am robbed, no other words. Takes your money, doesn't have item in stock and doesn't refund. Worst nightmare!”
“Similar to some of the complaints below, im beyond frustrated by the short return window, which is written NO WHERE on their website. I asked them to link me where this was stated and they just ignored my question and said that it needed to be with the courier on the 10th day so they can receive it on the 14th day. This was a gift, which I emailed to return on the 11th day as it was too small and they refused. I ordered this a few days early to ensure I would receive it on time for their birthday due to covid delays and assumed returning would be okay as no where in their site did it say otherwise. Will never buy from here again, otherwise ill lose money if i want to return.”
