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Business Profile

Clothing

Theory LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Theory LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Theory LLC has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Theory LLC

      38 Gansevoort St New York, NY 10014-1502

    • Theory LLC

      2062 Northern Boulevard Manhasset, NY 11030

    • Theory LLC

      151 Spring Street New York, NY 10012

    • Theory LLC

      125 Westchester Avenue, Suite #1330 White Plains, NY 10601

    • Theory LLC

      201 Columbus New York, NY 10023

    Customer Complaints Summary

    • 38 total complaints in the last 3 years.
    • 14 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/08/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently placed an order (#********) on the Theory Outlet website before it closed for online shopping. In a promotional email I received, there was an "up to 85% off offer with an additional 10% off" valid until March 4, 2025, 7:59 AM EDT. My order was placed at 4:21 AM EDT, well within the promotional timeframe. However, I've noticed that the additional 10% discount was not automatically applied to my order.Since my purchase was made during the valid promotional period, I am requesting the advertised discount and credit the difference to my account. I am attaching my order confirmation and the promotional email for this complaint.

      Customer Answer

      Date: 05/02/2025

      Better Business Bureau:

      At this time, I have not been contacted by Theory LLC regarding complaint ID ********.

      Sincerely,

      ** *****

    • Initial Complaint

      Date:03/21/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Theory made a mistake on an expensive desired silk shirt. Then asked to take a photo, I thought I had but seemed they didnt receive it. 90 days later I had the chance to loop back to this very inconvenient mistake. Now the policy for their mistake is to not accept a picture 90 days later. No apology, not making up for the mistake. Do you think Im ever going to let my friends or family or network buy from theory again? 1. They made a mistake 2. They did nothing to making it right. Terrible customer service. Mistake should not have been made in the first place. In this day and age when there is such efficient customer service (no mistake, and if there is one, an apology and correction), Theory has a lot to learn.

    • Initial Complaint

      Date:03/11/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered items from the website on Feb 28th. The ordered was shipped in three separate boxes. I only received one - which was broken and only had a pair of pants inside (pants not wrapped in anything, just a pair of pants). So I went to talk to the customer service. They told me that the boxed were signed by my building manager. I confirmed with my building manager before I reached out the customer service and was told he had nothing for me. Then I ask for an invoice. I was told that theory is not giving our invoices anymore. This is so not helpful.

      Customer Answer

      Date: 04/04/2025

      Better Business Bureau:

      At this time, I have not been contacted by Theory LLC regarding complaint ID ********.

      Sincerely,

      *** ***

    • Initial Complaint

      Date:03/04/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Im filing complaint because ******** I didnt receive this order I contacted theory after they informed me that this order was filed for courier investigation when I contacted again through email theres been no reply Id like refund to be issued

    • Initial Complaint

      Date:02/19/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Im filing complaint because I didnt receive the order I placed at theory US online. When I contacted their cs I was told investigation was opened with *** and weeks passed by and no update. I emailed and try to reach out via chat but no reply Id like refund issued for 117 dollars as I didnt receive the order

    • Initial Complaint

      Date:02/05/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought 2 dresses on sale in summer 2024, one was defective so I requested Theory to send me another one. However, the defective one was the only one left. They did not want to refund me as the dress was on sale but gave me a credit. I have tried using the credit but could not access my account to see the credit. I contacted Theory several times. They told me to reset my password. However when I tried resetting my password it is supposed to send me an email but it does not. I wrote several emails to ask them for help and they just ignored me so now I lost my $204 credit. I feel like this is not okay.

    • Initial Complaint

      Date:01/31/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered two winter coats and one pair of pants on online theory outlet. Original transaction date was Aug 13, 2024. I ordered and theory sent me the tracking info, but it turned as delivered even though I did not get the package. In the proof of delivery from ***, there is a photo(I attached) that very small and thin package is in smallest amazon delivery box( this is delivery system in my apartment). First I tried to 1) ask to my apartment concierge and they checked list of every package , but could not find it. 2) so I open claim on *** but they closed the claim. When I asked to ***, they say it is always easier to claim from senders side. 3) I inquired this to theory outlet, but they just keep saying that ask to ***, they have no responsibility because there is proof of delivery. I told them it is not matching with the package detail (5.6lb-info in attached photo)but they ignored and also ignored my email. Im so frustrated and felt like I get no help from theory. Last month as my final trial I ask to ***, and open the claim again. (Because theory ignored my email-attached) I havent heard anything until today and called to them and they told me the claim has been closed and they send all info to theory. But I hear nothing. It is clearly the merchant is not responsible on their service and products. Id like to claim this and appeal my right.

    • Initial Complaint

      Date:01/16/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered three sweaters from ************************** (Order #: ********). The company shipped the items in two separate packages. One package arrived broken **** Tracking #: ******************), and the box was damaged. Unfortunately, two of the sweaters inside the box were missing.I reached out to Theorys customer service on January 9, 2025, to report the issue and request a refund for the two missing sweaters. However, as of today, the issue has not been resolved, and I have not received any updates or assistance from the company. This has caused significant frustration as I expected timely resolution and accountability for the missing items.I would like to receive a refund for the two missing sweaters as soon as possible.

      Customer Answer

      Date: 01/17/2025

      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

      Date:08/07/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:05/20/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

    Theory LLC is NOT a BBB Accredited Business.

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