Italic Reviews 89

Italic has undeniably revolutionized the realm of luxury brands. Offering items at a fraction of the price, they rival products from significantly pricier counterparts. A prime example is the leather jacket I acquired from Italic, which has seamlessly integrated into my wardrobe. The leather’s exceptional quality and impeccable fit truly stand out. The best part is that I didn’t need to break the bank to own this exquisite piece, and the compliments I receive whenever I wear it only reinforce its appeal.

Never received items. Unhelpful customer service unwilling to provide a solution to two separate failed orders on their end. I had a package that just never arrived, and then reluctantly tried to purchase a replacement from them. Cancelled without explanation after waiting almost a week for item. Customer service just gives typical “we greatly apologize” responses while attempting to give you store credits - no adjustments or solutions to ensure that the next order will be fulfilled quickly or at all. I’d rather pay full retail price for an item with the assurance of delivery and quality customer service who knows how to treat and retain customer base.

Italic will sell an item at full price, but if it later goes on sale, you will not be able to return it on their website. Italic says that it has a 30 day return policy for unwashed and unworn items of clothing. I purchased an item of clothing at full price, but it did not fit. When I went to return it less than a week after delivery, the website told me that a return was not supported for that item. Only because I triple checked the return policy did I bother to follow up with customer service and request that they honor the return. Apparently, even if you are sold an item at full price, the fact that it later goes on sale means that you cannot use their website to make a return. The customer service representative then reprimanded me for not "understanding" their process, which is apparently to deceive customers who are eligible for refunds.

Good towels, terrible customer service. I put these towels on my wedding registry and was so excited when I received them. Unfortunately, the person who sent the gift sent them in the wrong color. I contacted customer service and after many back and forth emails (they aren't available by phone) they said there is nothing they can do without contacting the person who ordered the gift. I don't want the gifter to know I am exchanging them for a different color...So I am stuck with these towels in a color I do not like and honestly don't know what I'm going to do with them. Next time I'll be shopping from more reputable places so I can avoid dealing with this ridiculous hassle.

We bought a pair of gold hoops for my mother, within 4 months the arm fell off the hinge. This is a testament more to the quality and the warranty/guarantee for the items. They only cover for 2 months. They gave a minimal refund and no offer to replace. We should have went with or initial want to purchase through Quince or Costco or a jewelry store where they cover the quality of the item for a year minimum.
It’s sad for a $300 pair of earrings that she wore maybe 4 times.

I've been an early adopter/member of this site. Some products are OK, but others are not all that great. The comparable traditional retail price is really inflated, like Ross or TJ Maxx's "compare to" price.

I've had multiple bags and sweaters as well as skin care products, and lately I became wary of their business practices. Unlike before, they don't seem to post more critical reviews of the products, so they can say "5-star reviews!" no matter what. I recently wrote a review on their new Retinal Night Cream, saying I wish it wasn't scented. It did not get posted on the site. So I don't really trust the reviews on the site/the business itself. It's not really a great member-based business model, if they are unwilling to listen to what the members are saying.

The return process is also cumbersome. You have to exchange emails back-and-forth with customer service reps, and vouch to them how you haven't used it, nothing is scratched, etc. They make you jump through hoops to return/exchange, and they'd frame that as "better customer experience."

[EDIT 4/4/2023] Jeric from Italic wrote me, and said my review was removed because "we believe comments on a product's fragrance are subjective. One might like it, and the other might not. We didn't want to discourage other customers from trying them out since there's a lot of misinformation about fragrances out there and it's an umbrella term that covers both unharmful and harmful substances."

...However subjective it may be, aren't all reviews subjective experiences of customers? After reading varied reviews, I think their customers are capable of deciding for themselves. Some like things scented; others don't. The opinion of someone disliking the scent is just as valid as someone liking it. If it's Sephora or Nordstrom, they'd let the reviews be posted and let their clients decide.

Then after offering me a refund he said, "In that regard, would you be willing to take down the Trustpilot review? We'd appreciate that a lot. We've taken note of everything you wrote in there and we'll do our best to improve our customers' experience.

We will certainly wait for your positive response! 😄️"

So not only are they manipulating the product reviews, they are also trying to manipulate the site reviews.

[EDIT #2, 4/5/2023]
Jeremy Cai, the CEO of Italic, reached out to me to say the following:
"I read through the notes internally and I want to apologize for how this was handled. Our team was in the wrong here and we'll be conducting an investigation on our reviews process and how we can better handle this in the future so as to prevent similar issues you experienced.

We are a younger brand and try our hardest to provide the best service possible but this was disappointing. Is there anything I can do to make this right for you?"

Pro: Someone from C-suite reached out to me, after my Trustpilot review. They actually admitted they were wrong.

Con: Before saying "Is there anything I can do to make this right for you?" - if they actually think the company/the process was wrong, they should post my review. They haven't. So I take this to be a lip service. It's great they are reconsidering their process; why not correct where they went wrong?

Also, it sounds like if they hadn't been called out, they wouldn't have done anything. Once, I called out a similar situation with Rothy's reviews after they were purchased by the parent company; they corrected that instance right away, but they continued doing the same thing. I don't shop with them anymore (& sure enough, the shoes are so much more uncomfortable/ill-fitting compared to OG).

The fact a company is "younger" could mean the UI is buggy, logistics need work, the monetization model is not working, etc., but what they do with customers' voices says a lot to me. My partner started a company (which was at first young) and exited, but they never tried to suppress what their users said.

[EDIT #3, 4/5/2023]
After I posted the #2 update, the CEO contacted me again. That wasn't my goal, but this time he said he "pushed" my review himself (still don't see it, but maybe you can check - under Future Perfect 0.1% Retinal Night Cream). They also offered me a refund/site credit. I appreciate it, but what happens to all other less-than-favorable reviews, whose authors don't notice afterward when their reviews are not posted? (I only noticed because I got an email that this product had avg "5-star review" when I didn't give it a good review.)

The CEO says they will reevaluate the process and issues I wrote about, so we will see. I'm upping 1 star for the fact they were at least responsive.

I bought a sweater labeled 100% cashmere. After wearing it a few hours and seeing how it deteriorated , piling, and did not feel at all like cashmere I took it to a yarn shop where i was told it was definitely not cashmere. I returned the sweater and italic refused reimbursement. This has been reported to the FTC for fraudulent labeling.

AWFUL! THIS IS YOUR WARNING.

Customer service is a joke. I ordered an EXPENSIVE necklace for my wife for her birthday & it came a week late, 100% tangled. It had at least 10 tangels that were impossible to fix. I was pissed. I contacted customer service 3 different ways within 5 min of receiving the package. Over a week, I probably sent a dozen+ messages. THEY NEVER REPLIED. Their texting is the worst, as someone replied DAYS later & I kept having to send "???" for them to reply. No one ever helped. I literally had to pester them for DAYS & on live chat, I got a response from "Jeric" who was unapologetic & robotic. I work an insane, difficult job & barely have time for anything let alone attempting to get a reply from a joke of a company. Anyway, Jeric blamed ME for the necklace being tangled and said I can send it back via UPS (nowhere near me) but they are going to investigate to ensure that I didn't cause the damage, and, if they determine after a week, this was not caused by me, then they'd give me a refund. I asked to speak to a manager, was told I'd get a response a day later. DAYS later, I got one saying the same thing: she blamed me, said that they don't believe that they sent it bad, it is likely my fault, & they are going to investigate it & MAYBE refund me. SERIOUSLY? I have shopped at hundreds of stores & many times items have came damaged, & NEVER has any store blamed me & not accepted responsibility. Also, the necklace was insanely cheap and WAY smaller than in the photo.

I will NEVER shop at this place again. They lost a customer. FOR YOU READING THIS: I know that you may be interested in the items so customer service doesn't matter, but if there is an issue, you WILL NOT be helped, so I don't recommend ordering from somewhere that won't help you if something goes wrong. Customer service is #1. Order elsewhere.

Italic is a legitimate scam. I am a paid user. Their archaic systems have no way to update it to my new email. Emails aren't received from it to their CRM. They are taking my money and no one in their customer service is attempting to make this right.

That's before even getting into their abysmal products. All of them wear way faster than their luxury counterparts. And because of their UNREACHABLE customer service - it is not worth the steep discount WHATSOVER.

Steer clear. Buy the real brands! Put these monsters out of business.

Not the products they say they are. The website compares products to known brands, but they are not at all the same product they are comparing them too.

For example, I bought an Apple Watch band. The website says its the same at the Apple band but when I got it, the clasp was a bulky mechanical clasp while the Apple band uses a magnet

The backpack looks and feels of great quality. Goes very nicely with my other away bags. The zipper isn't as easy to use as my away bag.

I was surprised by the quality of the jogger pants. Very comfy. I think it's a great buy for the price.

I ordered a sweater for my wife for the first time on their website. It was indicated that it would arrive before Christmas and it didn’t arrive until January 6th. I purchased the sweater on sale and when it arrived we discovered it was too small. I tried to initiate a return on line and i reach out to the customer service via this line314--301--8168 on the date 5/02/2022 they help me out

Amazing company with high quality products

All the products I've gotten so far are exactly what I was looking for, I love getting quality goods without labels or extremely high costs.

Would recommend Italic to everyone!

I've had a similar experience to some others. Only half of my order arrived after 3 plus weeks from when I originally ordered the items.
I purchased over $300 worth of items and while the items that did arrive were nice quality, it's been quite a headache having someone from their Customer Service help with the other half of my order.

I've gone back and forth with them on whether it arrived or not and waiting another 1-2 business days for them to look into this further after sending 3 emails explaining the situation.

I have had several issues with delivery, customer service actually responding and following through on what they promise. This last order was only partially shipped, I have emailed twice to get an update with no response. And the membership is 100% not worth it, there is no benefit to having it over non members. Save your money!

Saw an ad for this company and decided to try it out. I ordered a few items totaling ~$400. The communication is subpar. I only got an email that my order was confirmed. I did not receive any notification that the order was shipped or any tracking number. The website mentioned to contact them after 10 days, so I waited. When I contacted them, I found out that my ordered was apparently delivered 7 days prior. The customer service asked me to check my front door or check with my neighbors! Do they really expect a package to be sitting outside for 7 days and that I wouldn’t notice it?? Or accuse my neighbors of stealing? Also, I live in a building where all packages are received by the building management. No packages are left outside. Even so, I still spent the time asking my building management, looking around and obviously there’s no package.

Update: They are resending my order. Hope I get it!

Update: I received my order! I got a variety of items - bedsheets, joggers, sunglasses, diffuser, leather vanity bag, skincare. They were all packaged nicely and the quality is good. My favorites were the leather vanity bag and the sunglasses. It’s unfortunate that my first package got lost. I would considering ordering from Italic again as their products are good. However, their customer service and website needs work.

I ordered $365 worth of clothing and three weeks after they had my money nothing had shipped. This company is an out and out scam.
They don’t want to refund my $60 membership because it has been “consumed”. Hah! If it smells like a duck and quacks it’s definitely a duck. I been had.

Placed my first order using a “membership fee waived” promo - good thing I took screenshots of my checkout, because I was charged for a years membership a few days after I was charged for my order. Response from customer service was slow, unapologetic, and I had to send the screenshots as proof - then my refund was also processed slowly. By the time I received my order I wasn’t expecting to be wowed by product from this dishonest company, and sure enough I was not. I will say, the prices match the quality, but do not think you are getting a luxe product for a deal. It’s all marketing. Maybe they are working with the same factories as high end brands, but they are using much cheaper materials. Nobody will mistake their products for something more expensive.

I felt compelled to write a review after not being able to find many unbiased info online myself - then noticing that all of their positive trustpilot reviews are written on the same day! Ridiculous. They should be ashamed of themselves.

If you want high quality, stylish, and classic pieces at an affordable price - go for ITALIC! Highly recommend! 👍