Intimissimi - Completely Broken Return Process and Zero Accountability
I rarely leave reviews like this, but my experience with Intimissimi has been one of the most frustrating examples of customer service failure I've ever encountered.
I purchased two items in Amsterdam as an anniversary gift for my wife for $94.34. Both items were unused, with tags and receipt intact.
Simple situation: wrong size, just needed an exchange.
What followed was an absolutely absurd runaround that made a basic retail exchange impossible.
First, I was told by this Venice, CA U.S. Intimissimi store that an exchange would be accepted if I had the receipt and tags. I drove over an hour to get there--only to be denied at the counter because the items were purchased overseas. No warning, no flexibility, just a dead end.
Then I contacted customer service (case #25646571), only to be told:
Exchanges cannot be processed outside the country of purchase...
Mail returns are not accepted
Items must be returned in Amsterdam
So in plain terms: even though the product is identical, unused, and fully eligible for return, there is no practical way to return it unless you physically fly back to the country where it was purchased.
To be clear, I even offered to ship the items back at my own expense to the Dutch Store. That was also refused.
So what you're left with is a "return policy" that looks fine on paper but functionally blocks every possible resolution path. It's not customer service--it's procedural denial.
At no point did anyone offer a reasonable solution. Just scripted responses and rigid policy enforcement that ignores basic customer fairness.
I ended up having to escalate the issue to my bank because the merchant refused every legitimate attempt to resolve it.
Bottom line: beautiful products, but if something goes wrong, you are completely on your own.
I won't be shopping here again. read more