ItalicReviews of italic.com

Placed an order, my credit card was charged and I got to the confirmation window. However, the confirmation email never arrived and when using the order tracking code the website says the order doesn't exist. Can't be an online-only store if you can't process orders. So far seems like a scam. 12/26 Update: Received an update from customer agent that my order was placed on hold for a potential fraud. Some notification would be nice. Especially when despite the "potential fraudulent transaction" they immediately began using my email for ads and I have gotten ~3 promo emails in the span of last 24hrs. 1/2 Update: finally received item. After exchanging 4 emails with an agent they managed to finally pack the order ~3 days later (around my original arrival date). Couple suggested improvements 1) improve automatic communication - if you flag my order for fraud, please issue an email or call me to verify instead of just ignoring my order until I reach out to support myself, 2) chat service? never received a response, 3) logistical efficiency - parcels shouldn't be delayed because you can't put an item in the box on your end. Fedex delivered the order in 2 business days once they finally received it, crazy that the seller is the hold up in delivery...

Customer service is not working on the weekends, but when they do get back to you they’re helpful. I do wish there was a telephone number to call.

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'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.

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.