Theory Reviews 80

I bought a beautiful jacket in the sale but it was too small and I had to return. A few days later the jacket was back in stock in the correct size but no longer in the sale. I contacted Theory and asked if they would honour the sale price and they did. The return process was simple and I now have a new jacket in the better size with a saving.
Great communication from the customer service team - thank you!!

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 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.

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.

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.

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.

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.

I accidentally embedded an item that was not a Theory one in a parcel that returned towards Theory. They were able to find it in their warehouse, and send it back to me (with no charges) ... never seen such a great customer service !

I purchased items and received tracking information. Took almost a month but finally got noticed it was delivered to my house yet I had not received any package and I have a camera on porch which showed no delivery. I reached out and they expedited another package to me which surprise.... exact same thing, tracking number eventually showed delivered and I did not get. Demanding a refund but who knows how this will go.

Do Not order from this company. They like to pretend to be other companies on Instagram, and they will steal your money. I bought caps from them thinking I was buying from Boston Scally Caps. They will take your money, and then claim you already received your order.

I am trying to buy an item for the past 24 hours and the e-commerce site doesn't work. It keeps giving me all sorts pf errors.
There is NO customer service whatsoever the phone line is out of use, there was an agent on the chat who answered after 3 hours and then dissapeared, theey urge you to send emil but there is no one behind their email.
Better buy them from Farfetch or similar, at least the (Made in China btw) clothing is decent quality wise.

Attention Theory and Potential Customers:

I’m writing to share my incredibly disappointing experience with Theory's customer service. As a loyal customer who has spent over $5,000 on Theory apparel in the last year alone, I expected better support and understanding when I reached out about an issue. Sadly, that has not been the case.

Here’s what happened:

In late October, I purchased an item and ordered a larger size for comparison.
The larger size worked, but due to holiday travel, I wasn’t able to process the return until January.
I contacted customer service on January 9th requesting an exchange or store credit since I’m a regular customer and want to continue purchasing from Theory.
The outcome?

I waited nearly two weeks for a response and received a generic reply that ignored my request for a supervisor review.
I followed up again and received another unsatisfactory response saying there was nothing they could do.
I’m shocked that a designer brand like Theory doesn’t prioritize their loyal customers or provide options like store credit for situations like this. It’s disappointing to invest so much in a brand that refuses to accommodate even a simple request.

This has been a horrible customer service experience, and I can no longer recommend Theory to friends, colleagues, or anyone considering a purchase. If you're thinking of buying from Theory, please think twice about the lack of support you might receive if you ever have an issue.

Theory, if you’re truly committed to customer satisfaction, I urge you to have a supervisor review this matter. I hope you’ll take this feedback (and all the feedback listed here) seriously and improve your policies for future customers.

Sincerely,
A once-loyal customer

It’s ok to pay a fee for returns, but paying 08 Euro fee plus having a outdated manual return process where you need to print out your return ticket on paper is really not what I expect in 2025.

Next to this, both trousers ordered had a very strange fit. I have exactly the same model in other materials and the fit is just totally different. Looks like items on sale are on sale for a reason. Disappointing.

I am a loyal customer for years, but I will never buy online again on this website.

Purchased 3 items and the same thing happened as other reviewers. I returned all 3 items, but they refused one on the basis that I had worn it and they returned the item to me again but stained! I refused to accept responsibility and even sent it back to their head office. The only way that I got my money back was through claiming it through my bank.

I am beyond disappointed with my recent experience at Theory, and I feel they’ve handled my situation in a completely unjust manner. I ordered a complete outfit: a blazer, trousers, and a white shirt, intending it as a gift. After placing my order, Theory abruptly canceled the blazer, leaving me with an incomplete outfit that was no longer useful. Since the outfit wouldn’t work without the blazer, I initiated a return immediately.

When I managed to send everything back, Theory only accepted the trousers for return and rejected the shirt, claiming it showed "signs of wear." This accusation is utterly unfounded. The shirt, which cost me over 160 euros, was never even unpacked, much less worn. I explained this to their customer service team, emphasizing that it wasn’t even my size and was meant to be part of a complete gift.

To make matters worse, Theory returned the shirt to me with visible stains, making it unwearable and impossible to gift. I’m now left with an incomplete order and a stained shirt that I cannot use. For a high-end brand, this is unacceptable. Theory not only failed to fulfill my order but also accused me unfairly, refused a legitimate return, and returned a damaged product.

Verdict: Stay away from Theory if you expect fair treatment and accountability. They canceled part of my order, refused my return without justification, and sent back an expensive, stained item that’s now worthless. This has been the worst shopping experience I’ve had, and I will not be buying from Theory again.

The worst customer service ever and unfair return policy. They sent me back the trousers advising they were worn while having 2 huge labels attached on the outside, this absolutely ridiculous. I would never buy from this company in my life. They don't deserve a penny.

Their marketing team should really pay attention to their Trustpilot score - I never seen a serious and successful company with 1.4 score - this a huge red flag that their customer base is unraged.