“I order led some Versace shoes and need to get a new size . I was told I had to return them and get a credit . They received my return in the 21st of March. I didn’t get a gift card credit til April 1st after hounding them. And when I went to use the $600 gift card it didn’t work. It says invalid discount code . I tried to call them and the number did not work so I’m back to sending a thousand emails again for a resolution . Not happy. Poor service .”
“Do not buy from this website!!!
The prices look good and if you notice they change daily since it's a foreign company.
I bought a Dolce Gabbana dress in November. I had tried on a size in Neiman Marcus in the US and knew my size.
I got the dress for $1480.39, which was much less than the store in the USA. When you go to checkout, they charge an insane duty.
It was still a good price, and they had my size. So, I did my due diligence and read the refund policy. It said there would be a $25 deduction. And possibly could lose the duties paid.
The box arrived, but I wasn't rushed to try it again since I had already tried on the dress.
There was a 14-day return policy, but I didn't plan on returning, so I didn't rush.
The day before the 14th day, something made me open and check the box.
I realized I should check the dress. I'm so happy I did, tho!
The dress had a stain under the armpit and was super wrinkled. I assumed that I would have to steam it because it was in the box.
But the stain bothered me. Since I had one day left to return, I created a label.
It was too expensive to overlook.
However, I panicked about this stain. My first time buying from this site, and I didn't want not to get my money back.
The reason I picked size was the issue.
I lost $244.26 because of this. There is no number to call to explain the issue. Their only communication is email, and there isn't just one person responding and handling the issue.
I am extremely disappointed, and once I Investigated the return policy further, I realized this company is shady.
I have been communicating via email, but this company is horrible.
Please be careful. I won't ever buy from this site again.
They don't just charge a return fee; this site rips you off.
BUY WITH CAUTION AND BE READY TO LOSE THE DUTY FEES IF YOU RETURN OR EXCHANGE!!”
“I've been buying from Cettire for about a year now. They were on point in 2022. All items were authentic and delivered quickly. 2023 has been a nightmare. You may or may not get what you order. Takes a week to be informed that an item you purchased is not available. Then another 2-3 weeks to get a credit. Customer service, if you want to call it that, takes a week to respond to any inquiry. Returns are a nightmare. Make sure you know exactly what your buying or you'll have a negative experience. Good luck”
“I ordered my Stuart Weitzman half and half boots at the beginning of Jan 2023 arrived earlier than expected and in good condition - was tempted due to the low price compared to other retailers. Had to do a return, as the boots were too big in the same week of receiving them. Placed another order for a smaller size - arrived earlier than expected and fit perfectly. Returns process was fine, but very poor/non-existent customer service from Cettire. I needed to chase them to confirm receipt of my boots - they responded after over a week, confirming my boots had been received. Took almost a month to receive my refund - minus a shipping fee and following a further email from me chasing them for a refund status and waiting again almost a week for a response. Was relieved to have got my money back. Think I was luckier than some. Not sure I will be ordering from them again.”
“If your going to order a product from this site, make sure it’s what you want and the correct size otherwise returning is easy, though, they will take upto 1-2 months to refund your item. Otherwise the products are as described. The only problem I’ve had with a refund was that I didn’t like a scarf I received, mind you the tag wasn’t even on it, so I sent it back, and then they sent the item back to me saying they cannot refund as the tag is not attached. So yeh was kinda angry about that. Otherwise shipping is usually fast, to Australia takes about 6 days.”
“!!! There is a 25.00 EUR return fee PER ITEM !!!
So - you must be very sure the item fits you and you want to keep it, otherwise you will lose 25.00 EUR per item. Read it in their Return Policy. This is the reason why so many customers are mad and leave bd reviews here. Otherwise - they ship your item very quickly.”
“I have bought Tory Burch Eleanor bag which was on sale. The delivery was pretty first but the item doesn’t look new one !! The bad has some stretch marks on the logo stud and obvious stained over the chain handle. It seems like used item. Even though I am happy that I received the item with good price but I am very upset with the quality of the item. It looks like I have bought used item .”
“Cettire is really good if you are certain you will keep what you purchased but the updated returns policy that will not return the customs duties paid makes it very difficult to buy now. Such a shame because while it had free shipping and returns like so many stores, it was awesome.”
“I ordered a dress for my 60th birthday party unfortunately it had to be returned a month later i still have not received my refund it was a versace dress so you can imagine the price. never again”
“I ordered a Saint Laurent wool Cardigan. It arrived quickly via DHL. I absolutely loved it except for the fact that the website said it was black, the invoice said it was black, when indeed it was blue. I reached out to Customer Service for over 2 months after sending the item back. I track the package. It was deemed delivered to Cettire. 4 months later, countless emails (they do not have a way to contact them by phone) and no refund. Either hope you receive exactly what you order, it’s perfect (description, size, style) and you love it or DO NOT order from this website…EVER. No matter how enticing the discounts or sale may seem.”
“I bought something and then came here and saw all the bad reviews and freaked out. Then i got an email to say what i bought was out of stock and i could request a refund or get a credit note. I freaked out and thoight because so many other people got scammed i did too but after a few emails they issued my refund and it actually came through a few days later. I still wouldn’t order from here based on other peoples reviews but if you had the same experience as me and are freaking out , i got my refund so i’d say you will too! Bottom line i was disappointed but the customer service actually was pretty good.”
“I bought a pair of Baliman cargo pants. Prompt delivery. I wanted to return eleven days after receipt of the pants, but was told it was too late. The return window is 10 days (not just business days). I remonstrated. I reminded them that Saks and Bloomingdale give a customer a year to return for a refund. No go. Cettire would not allow me to return or exchange unworn pants after only ten days. The pants seem authentic and are new. My complaint is with the short return window and the unyielding, uncompromising customer service. If you buy from Cettire, do not expect good service or the ability to get a refund.”
“I hope Cettire does something about and improves customers experiences, all the bad reviews are keeping a lot of people from purchasing from them I think 😞 they have nice things just too scared to order”
“The price was no doubt fantastic compared to online luxury competitors. The reviews are no doubt scary and questionable, but research shows Cettire is a genuine website nevertheless. So thought I’ll give it a shot.
Definitely would’ve only been a 1 star rating. I’m providing the second star, because the second item came correctly, I am pleased with the packaging and no defects on the shoes.
However, the rest of my bad experience was not worth providing another star more.
Cettire had sent a complete wrong item, I made sure photos and videos were taken upon opening the item to be on the “safe side”.
I then returned it according to the returns policy. I had waited a few business working days to contact DHL on my part first, to ensure item had been successfully delivered and got the name of the person who signed for it at their warehouse for my reference.
I then emailed Cettire that the item has been signed and delivered. When will the correct item be sourced? If correct can’t be sourced, I would like to proceed with the refund. All Cettire responds with is “we’ll look into it and get back to you.” I must admit their response time is 1-2 days which was fantastic, but there was no update with the process after each response from them. 4 days - a week, I would email and follow up, again “We’ll look into it and update you as soon as possible.”
From then, majority of the emails are followed up by none other than myself, the team would not update you on the progress.
Not only did I provide them 7-10 working days of unwanted item to be assessed, I provided a total of 15 business working days given the fact there may be a high volume of orders to go through.
It got to a point where I knew it wasn’t going anywhere. I knew and understood the consumer laws with ACCC very well. I had to write a very structured email outlining the correct steps I’ve taken as a consumer, referring back to their “Returns Policies.” I provided an exact date and day of when I will proceed to the ACCC if they do not return my money within a timely manner (close to 4 weeks of incident). I will be forwarding necessary photos and videos of my incorrect item received upon delivery to the ACCC, as well as the correct measures I’ve taken as a consumer, as naturally, you will need to provide proof.
After the last email, I waited 2-3 more days and finally received a notification from my bank stating I was being refunded by Cettire.
I definitely think this experience could’ve been avoided and solved easily, had the customer service team be more consistent with their customers to drive loyal, happy returning customers.
Update the customers regardless the solution has been decided or not, just so customers are aware that they have been looked after, preventing anxiousness and fear of scam.
Customers shouldn’t have to be the one to follow up every single time to get updates.
I understand mistakes often happen, no online shopping businesses are perfect with zero errors, but there’s definitely an opportunity to improve on the customer service piece, have customers gain the confidence to be able to shop Cettire safely and happily.
I hope this information will be of use to other shoppers that are contemplating on shopping with Cettire.”
“I love the things I’ve bought from Cettire and delivery is okay. Trouble is returns - it takes forever to get your refund. Perhaps try somewhere else unless you’re absolutely sure you’re buying something that will fit.”
