Intimissimi Reviews

It was the first time I ordered from Intimissimi. The products they have seem to be good quality so I decided to give it a shot. Wrong decision. On the confirmation email it will tell you that the order will take 4-5 business days but in their policy it actually states 10 days. So I only found this out after contacting customer services. I needed the order for a particular reason and now it’s been over a week. No order, no tracking information, no help from the customer service team. It is extremely inconvenient because I really needed the items and now I have to buy them elsewhere. Also, the customer service representative said that if I don’t need the order anymore Hermes will attempt it 3 times and only after the order is sent back to the warehouse I will get a refund, this is just ridiculous. I’m shocked at this situation, I have never experienced anything like this with any other retailers. I wouldn’t recommend ordering from Intimissimi.

Absolutely horrible service, don't buy anything online. Got delivered completely wrong items addressed to somebody else, no response to multiple attempts to ratify the situation. Avoid!

As with everyone else, I am still waiting for two refunds and I am yet to get a reply from anyone about this. The chat option does not work - it drops you off all the time. The email function doesn't work either -- no one responds at all, even though I've emailed again and again about these two transactions. As a last consequence, I have reached out to both my banks to get a chargeback against these refunds as I have lost faith with this company. Also one of their nightie sets came in a box that was crushed AND NO TAGS On! THIS IS OBVIOUSLY WORRYING BECAUSE I'M NOT SURE IF IT WAS WORN!

This is awful service. I have been waiting for information on a rerun for over 2 months and have tried to call EVERY DAY!!! No one picks up or you get cut off. What do I need to do to get my refund? This is so frustrating and I will definitely not be recommending this online service .

Worst Company ever!
No customer service. The phone nr on the page does not work. The livechat freeze. It is very bad when your only hope for help is a puplic review.
Buy your underwear in a store and NOT online. But the underwear is nice and a good quality.

Truly terrible - I will never order online from this company again - their customer service is non existent - i have emailed and been given 3 ticket numbers regarding my failed delivery of a christmas present for my daughter since December 18 2020 - a month later and no one has come back to me! The real fault lies with the courier - Hermes but Inimissimi have failed to offer any form of customer service.

Have not got my items. Impossible to speak to customer support get random automated answers nothing about what my questions are. Paid for 48 h delivery 3 weeks ago still have not got order and don’t know if I will ever get it

The initial order process & delivery works well. The items did arrive in time even considering the very hectic christmas period on top of all the extra restrictions with Covid all over Europe.
The return process & customer communication process can do with a lot of improving! I've requested a return via UPS on the 2nd of January, to which I received a confirmation I can drop it off in the London Branch? Which would be fine, if I were to live in or near London, but I'm not. Contacting the customer care team on the 4th about this (the day further national lockdown restrictions where implemented) all I recieved was a generic email stating the customer care team can't get back to me in time.
I've send them another email on the 8th with exactly the same response. It's now the 20th and it's still up in the air as to what is happening.
Perhaps Intimissimi should consider longer office hours for their "customer care team" as 10am to 4pm clearly does not cover the number of customer issues raised. Or, Intimissimi if you know it's going to be busy over christmas, hire some extra temporary staff perhaps...
This level of support, communication and almost complete lack of respect towards customers is outrageous. "We have taken your money, now go away!" is the feeling I'm getting more and more...
2 stars is putting it nicely really.
Top tip from me as a business owner: Intimissimi It's all about your priorities. If you care, respond to your customer queries quickly, resolve issues promptly and you'll see a massive drop in the number of complaints, because most will have no further need to contact you again. Ignoring them, will increase your workload, cost you your reputation & eventually your business.

Intimissimi have so little regard for their customers. I waited four weeks for an order with no updates and no means to contact their customer service team. Phone calls go unanswered, live chat function on website doesn't work and emails also go unanswered. Was finally contacted a full four weeks after placing my order to be told I would receive a refund which, predictably, I'm still waiting for. Shambolic distribution and an even worse approach to customer service. Do not buy from them!

After posting 3 reviews and now reading most recent reviews from many others resigned to the fact that I have been scammed. I thought these were a longstanding company but clearly now ceasing to operate any customer service but have fleeced people for substantial amounts of money. I note everyone gets the same automated 'fake' response. I subscribe to Which? consumer rights and will now notify them and seek advice. Will post any update.
First experience of such a scam. How awful that in such challenging times a company can behave in such a way by taking people's money like this.

The worst costumer service experience ever! I have been trying to contact them regarding a return through phone, chat, and email with no luck.
After selecting the return with a currier, they did not provide a return label but just a barcode with the Oxford Street shop address telling me to take my parcel to the shop. Definitely not the option I selected and impossible to do, considering that all the shops are now closed. I will not shop with them again and I strongly advise everyone to think twice before ordering anything from their website.
Update: I managed to speak to 2 customer service representatives and one of them told me that, because of Brexit, they are in the process of changing their return method and that I would receive an update soon and the other person said I would receive a return label today. Nothing happened so far. I’m still not able to return the items.

All these reviews show how terrible their customer service is. I still haven't received my goods I ordered a month ago, then asked to cancel my order. It's impossible to get any responses from them in a timely manner, only once I got a proper response on Facebook which did not lead to any positive changes!!!! This is outrageous and I completely agree with every review that is noted there.