ComplaintsforTheory LLC

• Initial Complaint

  08/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Date of the transaction:The purchase was made on April 14, 2024.The amount of money you paid the business:I paid a total of 880 USD for the items purchased.What the business committed to provide you:The business committed to providing high-quality clothing. However, the items I purchased have significant quality issues, which do not meet the expected standards.What the nature of the dispute is:The clothing items I purchased from the Theory store on ************* have quality defects. After contacting the store to address this issue, they agreed to refund 10% of the purchase price. Despite their commitment, I have not received the refund, and my follow-up emails have gone unanswered. The lack of response and failure to honor the promised refund is the core of this dispute.Whether or not the business has tried to resolve the problem:The business initially responded and promised a 10% refund but has not followed through with this promise. Subsequent attempts to communicate with them via email have been ignored.If the issue involves advertising, when and where the ad was seen or heard:This issue does not involve advertising.Supporting Documents:I have attached the purchase receipt, and email communication with the store where they promised a 10% refund but failed to follow through. These documents provide additional evidence to support my complaint.Due to file size limitations, I have uploaded all evidence photos to ***** *******. The link provided below contains all relevant evidence showing the defects of the purchased items. Additionally, I have included the purchase receipt and email communications in the same link for your review.Link of ***** Netdisk Evidence Photos:******************************************************** Password*****

• Initial Complaint

  05/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order Number: ******** and Order Date: 5/12/24; Placed an order for a pair of shoe, two polo shirts, and 2 short sleeve shirt. However, I was missing one of the polo and short sleeve shirt. I contacted Theory rep regarding this issue and also mentioned that the package was damaged on the side and seems like either they forgot these items or the items may have slipped out of the damaged package. I've submitted pictures. However, Theory rep didn't seem to include that in their investigation and told me that they found no discrepancies. I've paid over a grand for this over and for them to simply said there's no discrepancy shows that they never had an investigation on-going. Someone clearly messed up and now they won't reship or refund me for these two missing items.

  Business response

  05/24/2024

  Good Afternoon,

  
  Our client reached out saying an item was missing from the package. We checked our warehouse and our systems confirmed that this was shipped. An investigation was opened with *** which stated that there was no delivery errors that would have caused this to be missing. Client provided photos which show the tape cut on the side stating it arrived damaged. A courtesy replacement was shipped ******************.
  
  Best,
  Theory

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Theory Livermore store, located at ************************************. On April 6th, 2024, I purchased a twist blouse from that store(the receipt is attached). Upon taking the item home and inspecting it further, I discovered a significant snag on the blouse. I have not worn this item yet, and it was damaged when I purchased it.On April 4th, 2024, I returned to the store and asked for a refund or exchange, the manager claimed that the item was no longer in resalable condition and that I would not be able to return it. The manager also implied that I was responsible for the damage, even though I had not worn the item.I found this situation to be unacceptable for several reasons. First, the manager's refusal to provide a refund or exchange is a clear violation of my consumer rights. They didn't prove the item was in good faith when I bought it. I should not be penalized for the store's error.Second, the manager's accusation that I damaged the item is unfounded and defamatory. I have no reason to damage merchandise that I just purchased, and I would never do so. The manager's statement is not only insulting but also untrue.Third, when I was trying to imply that I was very unsatisfied and angry with the response and hoped to resolve the issue of a defective product, the manager's threat to call security to remove me from the store was intimidating and unnecessary. The manager's actions were unprofessional and unwarranted.I am deeply disappointed by the experience I had at Theory Livermore store. I feel that my consumer rights were violated, and I was treated with disrespect. I demand a full refund for the damaged item and an apology from the store manager.I request that the BBB investigate this matter and take appropriate action against Theory Livermore store. I believe that this store's actions are unfair and deceptive, and I do not want other consumers to have the same experience that I did.

  Business response

  05/20/2024

  Good Evening,

  The following complaint was forwarded to the district manager and retail team for further review. They are looking into this further. 

  Best,

  Theory

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I did not make any purchases with this company yet I have a charge on my card for over $160. I have searched my emails and reached out to my bank. This is a fraudulent charge as I have never heard of this company before today.

  Business response

  04/12/2024

  Good Afternoon,
  
  Our team reviewed this further but were unable to locate any communication associated with ********************** or **************. We also checked our order history but were unable to identify a purchase associated with the client's name or contact information. Charges associated with our company will appear as THEORY LLC ******** ** on a banking statement. If the charge appears differently, it would be related to another company such as Theorywear, Theory Skate Shop, etc. as we are often confused for manufacturers that identify with a similar name. Unfortunately, credit card theft does occur and this could be a result of stolen such. In these cases, a client's credit card information would be used for the payment but a different shipping address would be used making this challenging to identify without having further details about the accountholder. Contacting the bank is the best course of action and if this is a charge with our company, our team will work with the bank to complete the refund once the chargeback comes through.
  
  Best,
  Theory

  Customer response

  04/12/2024

  I emailed with the customer service and provided the last 4 of my card number. They did confirm it is fraud and have flagged it on their side. 

  Business response

  04/19/2024

  Good Evening,

  At this time, there is no further action that can be taken on our end. Funds are immediately pulled from our account and no longer accessible to us once a chargeback is entered. Fraudulent charges can unfortunately happen due to identity or card theft which may have resulted in this transaction. This will be managed between the banking institution and our accounting department.
  
  Best,

  Theory

  Customer response

  04/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. I reached out to their customer service and got a response that it was a fraud charge and that they flagged it. They have returned the money that was charged on my card and my bank issued me a new card. Thank you
  
  Sincerely,
  
  **********************************************
  
  
  
   
  
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The customer service has been horrific. I inquired about shipping and was treated badly, then, the item was received and does not fit. Their online return system is "broken" and I was asked to simply wait...who knows how long I am supposed to wait. I feel that they have purposely done this to prevent me from returning in the window of time since i had said I was leaving for vacation. I need a return slip and a refund.

  Business response

  03/28/2024

  Good Afternoon,

  This order was placed with ground shipping on the evening of Friday 3/22. The client reached out on Monday evening for a status update. We advised of our shipping times and confirmed that this will be shipped shortly. We offered to have the package rerouted to our warehouse and process a refund if the package would arrive too late for the client however, she instead stated that she will return this once it arrives and file a complaint. Our returns portal was experiencing a system error earlier this week preventing requests to be submitted. Our IT team worked on this issue to resolve the error and they confirmed a batch of orders from last week through this weekend that did not fully populate into the Narvar portal which in turn had to be manually adjusted so returns can be requested for these purchases. A return label for this client was provided and a transcript of the communication is attached. The agent attended to the matter appropriately and this was resolved. Below is a link to our terms of use and shipping policies.
  
  ***********************************************************
  ****************************************************************
  
  Best,
  Theory

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 3 items on the theory outlet store at last quality, and after I cut the tag and trying to put it on, I notice theres a damage part inside the blouse. I was very upset with the quality. I had to wait until Im off so I had the time to drive to the store to return. And the staff told me: we cant not return the item coz we can not verify if you damage it on your pants.

  Business response

  03/24/2024

  Good Evening,
  
  We reviewed our system for all client communication associated with both the email address and phone number provided however, we were only able to locate a price adjustment request via email on 3/17 which we could not accommodate since outlet purchases are not eligible for price adjustments. Unfortunately, the return acceptance is up to the store's discretion and we are unable to override their decision if a return was refused in-store. We apologize for the inconvenience.

   

  Best,

  Theory

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order ******** Delivered 1/2: incorrect item received I bought a dress but got a blouse which I returned and have the *** proof of delivery. Missing delivery 2/2 completely found the box damaged at a different address not my home. Theory is refusing to give me a refund saying risk of loss is on me the buyer.

  Business response

  03/14/2024

  Good Afternoon,

  Client reached out to inform us that the package was received damaged and item was missing. As the conversation progressed, the client stated that the package was misdelivered where it was later found empty and discarded. Refund was processed and an attachment of the client transcript is provided for reference.

  Best,

  ******

  Customer response

  03/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ************
  
  
  
   
  
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am reaching out to file a formal complaint against ********** regarding my recent online purchase (Order #********) made on February 1st. Despite my efforts to resolve the issue directly with the company, I have not received an adequate response or resolution, leading me to seek your assistance in this matter.Here are the details of my complaint:I placed an order on ********** on February 1st. Order #********. A few days later, I received the package, but it was empty. This was both shocking and disappointing, as I had made the purchase in good faith, expecting to receive the products I paid for.I immediately contacted **********'s customer service on the same day I received the empty package, hoping for a prompt resolution. I expected either a refund or a replacement for the missing items. However, my complaint has not been addressed satisfactorily.It has been three weeks since my initial contact with **********'s customer service, and there has been no follow-up or resolution to my issue. This lack of communication and disregard for customer satisfaction is highly concerning and not what I expected from a reputable retailer.Given these circumstances, I am requesting the BBB's intervention to facilitate a resolution. I would appreciate either a full refund for my order or a complete replacement of the items that were supposed to be delivered to me. Additionally, I seek an explanation from ********** regarding this incident and assurance that measures will be taken to prevent such issues in the future.I have attached all relevant documentation related to my order and my communication with **********'s customer service for your reference.Thank you for your attention to this matter. I trust that the BBB will help address and resolve this issue promptly. I look forward to your response and assistance.Sincerely,

  Business response

  02/26/2024

  Good Evening,

  Our client initially reached out after business hours on Thursday, February 8th to assist with their delivery issue however, we were able to connect on Monday, February 12th via chat where it was stated that their package arrived at an incorrect delivery location. The box was found retaped without any of the merchandise included. The client provided us photos of the way in which the package was discovered and we included in our *** investigation. The client was notified of the 8 business day time frame that it can take for the investigation to conclude. On Friday, February 23rd, we followed up to their chat correspondence via email to offer a replacement or refund. They called our team this morning (February 26th) for a resolution to which the email previously sent from our team was verbally relayed and a refund was granted. Please see attached.

   

  Best,

  Theory

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an item online from Theory with an additional express shipping fee of $27.22 total. The item arrived covered in animal hair, odd glitter particles, and was clearly used. Since I couldn't use the item as intended because of the condition it came in, I reached out to Theory for a return. I also confirmed via ************** that shipping fees, including express, are included in the final refund. However they did not refund the shipping fee as promised, and have not responded to my emails.12/05/23: Submitted email about issue with recent order to Theory 12/06/23: Received confirmation email from Theory that my inquiry has been received and that Client Specialists will respond to my inquiry within 2 business days (I did not receive a response)12/06/23: I initiated conversation on Theory's website with ************** 12/09/23: I initiated a return for item 12/11/23: Theory confirmed they received the return item 12/14/23: Partial refund for return item was processed. The refund did not include the shipping fee 12/27/23: Submitted inquiry to Theory 12/27/23: Received confirmation via email from Theory that my inquiry has been received and that Client Specialists will respond to my inquiry within 4 business days. (I did not receive a response)01/14/24: I followed up with Theory via email (I did not receive a response)

  Business response

  02/26/2024

  Good Afternoon,

  We checked into this return and see that the shipping fee was not credited as this is not standard procedure. Shipping fees are charged for the service of processing but not refunded during a standard return process. Our team manually processed the credit in the amount of $27.22 including tax which will appear back in their bank account within 2-3 business days depending on the financial institution. 
  
  Best,

  Theory

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ******************************, I am student and when I was creating Theory online account I was offered to register via ID.me to get 15% student discount. I didnt see any disclosure that 15% discount didnt apply to certain sales items. I registered via ID.me and then created account. Then, I ordered items and expected to get 15% discount which was not applied. I called Theory and they told me that discount doesnt apply to sales items. If theory had properly disclosed it when I was registering my account I wouldn't have gone through all the trouble to register my student ID via ID.me I would like that ***** outlet adjusts my bill by reducing it 15% for not properly disclosing that not all items qualify for 15%.

  Business response

  01/17/2024

  Good Evening,

  We reviewed this order and correspondence. Unfortunately, the discount did not auto apply during checkout since the items included in this order are not eligible to receive this promotion. We advised the client of the promotion disclaimer which can be found on our site. Below is the disclaimer.
  
  ID.ME *15% off select merchandise. Discount only open to students, alumni, and military with valid identification. Offer valid only on ****************, may not be used on Theory Outlet stores, Theory.com or Theory full-************. Offer cannot be combined with any other promotional offers. Offer cannot be used on Last Chance merchandise, or items discounted 70% off or more, redeemed for cash or gift cards, or applied to previous purchases. Only valid in *****************. Some exclusions may apply. Please contact ********************************************** for details. Offer terms are subject to change.
  
  Best,

  Theory

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩