Theory UK returns service ignoring me

[AngryAllTheTime]

I bought trousers online from Theory. Not a great service (paid for next day delivery, got them a week later) and they didn't fit so tried to return them. Online portal didn't work so was redirected to customer service. Emailed them. Was told a return label would be sent. It wasn't. Tried again, told the same thing, but no label arrived (and yes, checked spam and quarantined mail). Customer care has now stopped responding to my requests to return the trousers, phone number for customer care doesn't work, nor does live chat. I don't live in Britain so can't pop into a store. Anyone else have a problem with returns and got any solutions?

I had a very similar problem with Sistaglam.i wanted to return an item, they just did not respond to emails or return requests. In the end I escalated it to PayPal which was the method I paid by.They were excellent and after following a process they refunded my money. It is worth trying Paypalif that was your method, or your credit card company.you can do it all online normally and it is very straightforward.

Thanks, that's helpful, though depressing that it might have to be done this way! I've never ordered from Theory before and doubt I will again. Always had good service with online returns from loads of other companies.

Me too but I should have read the reviews on Trustpilot for Sistaglam, they have form! Lesson learnt sadly.

I've only just looked at Trustpilot reviews for Theory - wish I had seen them before I ordered. Looks like this is typical behaviour from them and customer service seems dreadful. Really disappointed, thought the clothes were nice but not worth it if they prevent customers from returning them.

I had the same with John Lewis a few years back. I escalated to PayPal and got my refund.

That's a shame - I thought they were one of the good ones. I'm looking at how to do a section 75 claim through my credit card company. Hopefully it will be straightforward, I've had enough hassle with this already!