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1.5 55 Reviews

Italist Complaints Summary

6 Resolved
38 Unresolved
Our verdict: With Italist's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Italist reviews & complaints 55

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J
2:17 pm EDT

Italist return policy

Please stay away from this website. It rips you off if you ever try to return merchandise.
They impose you to pay for twice the international shipping fee of DHL, no other service, and you've got to pay for them.

Why I need to pay your duty 2 times for return? this is totally illegal and they just try to get your money as much as they can).

I chat with customer support. They said, they will email back with question to return. I ask them about reference number or case number. They didn't replied at all...

I keep all print screens for evidences of their worst customer support!
I also dispute this charge with Credit Card company, since I have evidences of not response to the chat, after I asked about return policy

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L
5:38 pm EDT

Italist unethical behavior - false customs charge

I bought a Balenciaga shirt for 356 in June 2019 from Italist.com. They are deducting 180 dollars from my refund to return it claiming to charge for return custom duties and fees, which do not even exist. There are no duties on returns. This is theft, plain and simple. Return shipping ($40) is bad enough, but they are fabricating charges. They also do not respond to email and send the same automated non-response over and over again. It is impossible to get through to a human. Do not shop here.

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5:57 pm EDT

Italist buscemi dome low sneaker

I bought sneakers for 370€ on this site.
I am located in Europe in Slovenia.
When I recieved the shoes nothing seemed wrong and I wore them in the house for 1-2 hours.
After getting them off I noticed that they had a crack in the leather.
After one wear, thats unacceptable, they are advertised as handmade and premium quality and also the price reflects that.
I contacted them and after they told me they wont accept my return because item was worn, I showed them EU consumer law that states:
EU law also stipulates that you must give the consumer a minimum 2-year guarantee (legal guarantee) as a protection against faulty goods, or goods that don't look or work as advertised.

If the product you sold turns out to be faulty — or doesn't look or work as advertised — within the timeframe of the legal guarantee, you are responsible for this.

After that they did not reply to me anymore, they just sent me automated messages that said:
Dear amadej,

We would like to inform you that we have provided you with all the information available to us.
If you are still unsure, we invite you to view the video that explains our unique model here and read the FAQ.

This is just insulting and unprofessional, I was suppose to recieve shoes that would last for years, instead I got totally diffrent quality faulty shoe that cracked after a single wear.
I demand that they accept my return and refund me the mony as they are not above the law.
They cannot sell wrongly advertised, low quality and faulty products without being responsible.

I also filled a complaint in the europe for their shell company Itaserv BV that accept payments in europe.
Refrence number of the complaint 2019/124695.

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10:04 am EDT
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Italist Customer service not reply

Urgent missing parcel
MK

maria kornilaki
Wed 4/3/2019 4:49 AM
Sent Items
To:
customercare@italist.com;
My order no.is [protected].
My parcel was to be delivered on Monday but is DHL has told me that probably is still in Italy and no one knows where.
Since last Thursday they made security inspection in the parcel because probably the sender had put something inside my parcel other than the bag that I have ordered .From then they can't track it.
DHL have sent email to the sender in Italy on the 1st of April to ask what exactly was inside the parcel but they haven't received any answer!

They told me that since I paid you you should contact the sender and dhl in italy and inform me further what's happening with my parcel!
Waiting to hear urgently from you. I am really worried and feeling very stressed since you don't reply to my messages for 4 days now and I am really worried since I have paid a lot of money for this bag.
Looking forward to hear from you!

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11:04 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Italist Sent bag without shoulder strap

I found a bag (Saint Laurent Uptown Tote) on their website in a color that is not otherwise widely available currently so despite never ordering from this company before, I placed the order. The listing said the bag was "black" but the product code said "dk notte" (dark blue) and the pictures were dark blue but I contacted them about the discrepancy and was told to "watch this video to learn our model" which of course has nothing to do with an error in their listing and then I was told "this is the information we were provided" again not addressing the simple fact their was an error in their listing (at this point they still have not fixed the listing).

This should have been fair warning but I ordered the bag anyways as again this color was not available anywhere else right now. When the bag arrived, it was in fact dark blue as expected, again proving the listing was wrong and was very nicely packaged and beautiful. Also the bag arrived relatively quickly. All was perfect except there was no shoulder strap. Now my girlfriend has this bag already in creme and does not like or use the strap as it isn't very functional (too short) however after paying so much money for a bag, we obviously want the strap so I contact them telling them there was no strap after after 3 days of waiting, I get a message back saying give them the order number, description of problem (both of which I did in original email) and pictures of the defect...how do I take a picture of something that isn't there? However I reply, take pictures of bag without strap and send back and then wait 2 days for reply that they have contacted the boutique and then wait another day for reply that boutique says strap is inside bag in paper and to please verify. Hmmmmmmm, so now nearly a week and the solution is look again because it is obviously there. I patronize them (obviously I looked extensively on receipt because I was certain the strap would be there) and look again, through every piece of stuffing paper and nope, no strap so I reply and now after another day, I am told "return the bag". It took over 1 week to get to that solution. I have read the horror stories over returns with this company (which was also a reason I almost DID NOT order to begin with but knew I would never be returning this bag because wanted it so bad) and that doesn't really seem to be a satisfactory solution because this color is otherwise not available anywhere else. They did say in fact they would pay the return shipping and taxes, which is better than other reviews, but this is not the solution I wanted. I just wanted them to send me the strap. They have the bag still available on their site so I know this is a possibility unless the other bags they have don't have straps either. As the boutique deals with Saint Laurent, I assume they could contact them about the strap but instead I am simply told "send the bag back" and it took over a week to come to that solution. They would prefer me to send the bag back and reorder, so send me another (there is absolutely nothing wrong with the bag except missing strap) and then I would have to assume the other would now have the strap. To me makes no sense.

Avoid this company. They obviously have no idea what exactly they are selling as listings are inaccurate and they refuse to address when someone politely brings it up to them and have no idea what is actually being sold and shipped. Their customer service is atrocious and completely unacceptable.

At the end of the day they advertise "items up to 30% off" and this statement was true. The bag is authentic and it was well packaged and quickly shipped, also true. The bag is beautiful and after seeing, there is no way my girlfriend will accept not being able to have this bag so I guess we will just keep without strap. To me just seems like a simple solution to send me the strap, much more simple than repackaging, shipping back, them paying the costs and repaying the taxes and them shipping me another totally different bag or just accepting refund, which according to some reviews never happens anyways. And all this, the grand decision to just "return the bag" took over 1 week to come to and back and forth emails because they don't offer and customer service number to call, again a red flag. What company doesn't at least offer a number to call to remedy problems? C'est la vie, a learning lesson and that lesson is AVOID THIS COMPANY.

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L
12:45 am EDT

Italist faulty product

I purchased a pair of Alexander Wang boots from Italist. They were faulty and refused to refund me. I contacted all consumer watch dogs in America and home (Australia) it was not until I threatened legal action that they refunded me a portion of the cost. I also contact Alexander Wang who attested that it was Italist responsibility to refund. I got so desperate that I Linkden the CEO.

Shopper to shopper - don't use this site, it's just not worth the hassle... if there was a -100 I would rate the experience that, not the 1 star.

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Lamia Alashram
, US
Jul 12, 2022 10:28 pm EDT

I purchase dress from their website and i didnt fell that its good as smell very very bad from stocking and i have dobut of it. I return the dress and they refuse it be ause its been damage theough shipping process . Tgey even dont tgibk to claim it from their inaurrance but simply they said the issue from packing as i give it properly for tgeir courier but thet put it under customer head.

They are un professional and theives try to stole customer moneys. Dont trust them.

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M
11:27 pm EST

Italist stonewalling on returns procedure

I initiated a return of a pair of shoes that did not fit well within the 14-day return period. Each time I tried to schedule a DHL pick-up online, however, in order to complete the process, I received an Error notice, in red ink written above the return procedure box. I tried repeatedly over 10 days to complete the return and each time received the Error notice. I then tried "chatting" online and emailing requests for help. All the responses I received were automated replies, and then the statement that returns had to be completed within 14 days so that I was too late. Since then my continued attempts to get through to a live customer service rep have been completely ignored.

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A
11:41 am EST

Italist return

I've try several times to get in contact with this company. I request a retuning label and they keep me send the same response . To go true to the site . I try to explain several time that I was able to print . Have a error all the time that I try and they seams to no care.
I purchase a shoes that don't fit me and I do not know how I can send them back.
No phone number or someone that to help or do anything to help with that .

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A
4:08 am EDT

Italist no refund for returned products

Hi All,

First I ordered one pair of shoes from italist, I had no problems pushing the order and they were delivered super fast, I appreciated this, I opened the box, the shoes were authentic but with no security tags attached compared to other similar sites where I ordered from. When I tried the shoes I realized they were a bit small so I ordered the right number and returned this ones.

In a few days I received the new box of shoes, all good here, still no security tags attached but since the product was ok I was happy with it.

After one month since I returned the initial pair I got NO feedback from italist regarding the returned product and obviously no money refund so I decided to write them to ask about the status, so this way I got a quick reply saying that the product was not returned accordingly to their policy, more exactly that the security tags were missing and that the product was used. Which are totally wrong assumptions since there were NO SECURITY TAGS and the shoes were returned as I received them since I wanted the money back because I ordered same pair but larger number.

I insisted to contact customer support to ask for some pictures that prove the issues they were claiming but I got no answer back, just a short message saying that if I want the product back I should arrange transportation for this.

My feeling is that their policy is actually to never return the money for returned products by claiming fake and nonexistent issues and if you ask for clarifications you just get NOTHING.

Very bad experience even the products were ok.

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G
9:41 am EDT
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Italist return service rip you off illegal

Please stay away from this website. It rips you off if you ever try to return merchandise.
Their return policy is the worst ever in the world, they impose you to pay for twice the international shipping fee of DHL, no other service, and you've got to pay for them (for example, from Italy-NYC, and NYC-Italy, you pay for 46 Euro), second, they impose you to pay for duty fee when you return your merchandise back in Italy, (for example, the bag costs me 290 euro, they deduct 40 euro as duty fee by saying the return to Italy equals import merchandise to italy, you will have to pay the duty, i don't have the bag? Hello, why i need to pay your duty? this is totally illegal and they just try to eat your money by putting money in their pocket)
In the end, I purchased the bag at 315 Euro, they only refund me 213 euro. They owe me 102 euro refund.
There are so many amazing e-commerce website in the world, such as net-a-porter, i never experienced anything imposed duty like this, the shipping and return services are free, why do we need the scam website like Italist.com?
please stay away from italist.com.

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Kamal2022
Hawally, KW
May 16, 2022 4:04 pm EDT

Unfortunately I have bad experience with this website even they didn’t respect my 10 orders and maybe I’m the one who make this order in this website

For one time I have make refund they send me email that they will deduct 100€ 🤦‍♂️

Can you imagine for return they will deduct 100 € even some of another website offer free delivery and free return just to keep good relation with customer and for me no problem maybe they will cost for them but never will cost 100€

They know me well and I send them more than 3 email and never will have any excuse about this bad experience

My name is kamal

And my email is kamelchahbi@hotmail.com

D
D
Dee Davis69
, US
Nov 20, 2019 9:31 pm EST

I’ve ordered several pairs of jeans all to not fit. Subsequently losing hundred of dollars. I’ve even ordered 3 sizes up. They sent me skinny jeans which I did not order. Then penalized me over 200 in return and duty fees

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M
3:26 am EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Italist has left an official reply on this complaint.

Italist incomplete reimbursement and very poor customer service

I had made some research about Italist before ordering and was aware that there were quite some negative feedbacks. Well, I will ads one!
I ordered a pair of Stella Mc Cartney shoes in my usual Stella size. When they arrived (very quickly, only positive point), I was extremely surprised to discover that they were sizing erry very big. Like I should have ordered a 35.5 instead of a 37.5! Why don't they mention this kind of things on their website in then first place?
Then I had to organize the return. They don't give you any other option than shipping back via UPS. Which is obviously ridiculously expensive and forces you to take a day of to wait for them. Not convenient at all. And UPS did not show up during the arranged slot... so I had to re-arrange another one!
It took quite some time to receive the reimbursement and this is when it gets really bad. They only reimbursed me part of what they should have. They still owe me almost 150 euros. And they don't answer my emails anymore. Of course. And you cannot reach them via phone. Of course...
So my advice: do not order from them! The products are cheaper, but in case they don't fit you loose a lot.
I lost over 100 euros shipping and taxes and I am still waiting for the reimbursement of almost 150 euros... so that's a 250 euros loss right now...

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Margot Poll
, US
Sep 08, 2018 12:43 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I ordered a Herno Jacket from Italist but on arrival it was not the jacket I ordered.

I requested a return, which I sent with all information, my original order, pictures and explanation back to them.

It now apears that I will bear all costs for shipping, return shipping and 2 lots of duties for their mistake.
This is corrupt, unethical business practise and no customer service.

Do not shop with these people

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S
10:52 am EDT
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Italist italist sells all the fake goods, all are not authentic

In May, I ordered a Roger Vivier Photocall bag, on their website, mentioned all are new and authentic, but After I got it, i find that the bag has many defect, for example the brand name is not clear inside the bag, many dirty marks, the buckle has glue defect. After I searched italist in website, I found that I'm cheated by this company .

They will not refund the payment to you even you said back the item. They will get back the fake item and sell to another person for earn money.
My order number is [protected]

Beware this company, absolutely Can't trust.

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4:41 pm EDT

Italist Winner

I've ordered from Italist quite a few times in the past, they have the cutest clothing, and the prices are pretty good. I live in U.S and I usually just get regular shipping which they say takes 2-3weeks, but I've never received a package later than the following week. Italist has the most amazing customer service and the quality of their clothing is great as well, win win. Favorite online store.

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4:55 pm EDT

Italist First!

Italist has always been a first stop for me when making a new wardrobe purchase, and I have never had any issues! I have returned items, forgot to put in coupon codes and changed orders, all have been kindly addressed by the Italist Team! Can I also add, I have high expectations when it comes to customer service and would not normally go to the trouble on commenting. But when online stores make it so easy and fun to purchase through them, why would anyone bother going in store! I know I don't anymore!"

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10:30 pm EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

Italist - Unethical business practices

f I could give zero stars I would!!! This is my experience and opinion of this company: I believe they tried to swindle me out of thousands of dollars so I am telling everyone my story and want to warn everyone of this company! They did not respond to emails most of the time, or not at all. WORST customer service center I have ever dealt with. There is no...

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Italist Customer Reviews Overview

Italist is a leading online retailer that offers a wide range of luxury fashion products from top Italian brands. The company has received numerous positive reviews from customers who have praised its exceptional customer service, high-quality products, and competitive prices.

One of the standout features of Italist is its extensive selection of designer clothing, shoes, and accessories. Customers can browse through a vast collection of products from over 1,000 Italian brands, including Gucci, Prada, and Versace. The website is user-friendly and easy to navigate, making it simple for customers to find the products they are looking for.

Italist is also known for its exceptional customer service. The company has a team of knowledgeable and friendly customer service representatives who are available to assist customers with any questions or concerns they may have. Customers can contact the company via email, phone, or live chat, and can expect a prompt and helpful response.

Another positive aspect of Italist is its competitive pricing. The company offers products at prices that are often lower than those found at traditional retail stores. This makes it an excellent option for customers who are looking to purchase high-end fashion products at a more affordable price.

Overall, Italist is a highly reputable and reliable online retailer that offers a wide range of luxury fashion products at competitive prices. With exceptional customer service and a vast selection of products from top Italian brands, Italist is a top choice for fashion-conscious shoppers.
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