Review Time
I have been a customer for a while now and although I have failed my theory test a few times theory have been very good at rebooking me another test at no hesitation there website is easy to navigate the course is very good I would highly recommend
I have been a customer for a while now and although I have failed my theory test a few times theory have been very good at rebooking me another test at no hesitation there website is easy to navigate the course is very good I would highly recommend
I bought a pair of wool pants from them, which were quite beautiful - well styled and made of quality material. Unfortunately, the pants were a little small so I needed to return them (nothing wrong with their sizing, they were just out of my regular size, so I tried a size down, which I can sometimes fit in). They were quite honest about taking the pants back and issuing the return, and the return process was simple. I had a good experience with them. However, do be aware that their return window is small, if you want your money back instead of store credit, you've got 14 days, which is not that long. So buyers do need to be aware of this and ready to send the return back fairly promptly if you want a refund.
I’ve found Theory UK to be excellent with prompt delivery via DPD and prompt refunds. They package the clothes beautifully in a Theory box. When there was an issue with a website error on the returns/exchange option they resolved this very quickly.
I have been a theory customer for 25+ years. First in the US and when then when they started the UK business. It used to be great. Now however, when you return an item they fail to refund within their stated 10 business days (which is excessively long anyway) and fail to answer emails. The phone number goes to a recorded messaged. I am awaiting my refund from 26 January and have now raised a dispute with the payment provider. Really disappointing and poor service. Not in keeping with their brand. Lots of similar reviews on here so clearly there is a broader issue.
Delivery was very fast, which I appreciated. My order was split into two shipments without my request, and due to upcoming travel I had to return items separately. Customer service was initially slow and inflexible, but the second return fee was ultimately refunded.Once resolved, the outcome was fair, though the process could have been smoother.
I placed an order with Theory EU on 17 November with an advertised delivery time of 2–4 business days. It has now been almost 20 days, and the DHL tracking still shows “Awaiting Carrier Pickup,” meaning the parcel was never handed over to the carrier.The biggest issue is the complete absence of customer service. The phone number on their website doesn’t connect, the chat is permanently unavailable, and none of my emails have been answered. I’ve been trying to reach them for days with absolutely no response.After multiple delays, zero updates, and no way to contact anyone, I’ve had no choice but to request an order cancellation and full refund.Very disappointed with the experience, both the failed delivery and the lack of customer support. I’ve purchased from Theory before and expected far better.
Emailed customer service twice, and both times have been spectacular service. First email was to enquire about sizing query (P in store = XS online). They replied back extremely quickly, providing trust in purchasing online - despite the low reviews on trustpilot! The delivery was extremely quick and essentially arrived the next day despite choosing standard delivery.I sent them a following email when i discovered that the item i'd purchased had been put up for black friday sale, and had asked if they could refund the price difference instead of me returning the item and repurchasing it. Their reply came 1 business day later, and they were able to offer a partial refund of the difference without any fuss! Both times have been absolutely fantastic experiences with Theory, and the low review on Trustpilot definitely does not reflect my experience(s) with the company! Would not hesitate to buy from Theory again - both in store and online.
I have bought two Theory polo shirts, and both have developed the same issue. They have both, with minimal usage developed small holes in the front. I have bought less expensive brands and never had this issue. I love the fit and style of Theory products, but I think especially for polo tops, I will shop elsewhere.
They sent me the wrong item, with no receipt sent to my email address to fix it. I had to message them several times to sort a return; they refused to offer an exchange, as apparently they’d never had the item I purchased in stock. They offered me 10 percent discount of an item for my ‘inconvenience’, ignoring the amount of time I’d had to waste taking the item back and emailing them several times to get it sorted. The original item I had purchased was 30 % off, so this was totally unacceptable. They repeatedly mentioned the fact that they were allowing me to make a return (of the wrong item which I had paid for??) as an example of them resolving the issue. Overall, appalling customer service and systems for a company that charges so much.
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Theory is a New York-based men's and women's contemporary fashion label which sells clothes and accessories.
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