Theory Meatpacking — Local services in New York

I've probably spent no less than $10k at this place in the past few years and I am having one of the worst customer service experiences EVER. I have a pulled thread, leaving a noticeable creese, in a long sleeve shirt that was purchased in November of 2023, which I have worn three times. I followed the product instructions for washing the shirt the one time it was washed. I can't even get a supervisor on the phone, from the team who determined the item was not "defective". I have not made any such complaints on any of the other number of products I've purchased from Theory, so I reasonably expected my loyalty to be reciprocated in a rare circumstance like this.

I was offered 25% off as a "sorry there's nothing we can do per company policy". Ordinarily, I would just take this in stride and deal with the outcome, but I have spent a disgusting amount of money at this place and deserve better.

PS - I hate writing reviews and absolutely love Theory clothing. I apologize to all who are...

I would not recommend this place cuz the terrible shipment. I bought a suit and pants and since the pants need to do alternation, I asked them to ship these to me after alternation. They promised me after they’ve done the alternation, they’ll send my clothes to me at that day. And during this time, I called them twice to double check my address and my information. Until two days after the day they’ve told me that my package should be sent, I haven’t received my email about shipment. I called again. They just forgot this stuff and asked my address again(already third time)… And even though I told them again, actually repeated many times thru that call, they still made a mistake. And I have to call them again to edit. So if u want them to ship anything to you, you have to be their babysitter, be extremely patient...

WOW! What amazing service. And completely HASSLE FREE. If you want to save time and energy shopping for great clothes, shop here and ask for Craig! I originally found a suit here that I loved in Last Seasons colors and I wanted to get that suit in other colors. They had my sizes and in this seasons colors "no problem". The fit was a tiny bit different and I needed to adjust some of the sizes, again, "no problem". Then the little they did not have they got in for me, "no problem". Then once I ordered too many colors of the same jacket, they allowed me to return a couple, late with no receipt, "no problem". I am someone who does not like to shop and they may have converted me. And, of course, all the clothes are great. Craig has amazing follow up. And honestly, for the time being, I may not shop anywhere...