Intimissimi Reviews 832

I ordered items from Intimissimi and the return process has been an absolute nightmare. First, they kept bouncing me between email and chat support for days. When I finally tried the live chat, I had to wait 10–15 minutes each time, only to get kicked out or ignored. Completely unprofessional! Just a warning — do not order unless you are 100% sure about the sizing, because the size suggestions they give are completely inaccurate. Their return portal doesn’t work, and customer service refuses to help. Extremely disappointing experience.

I was restocking my lingerie and Intimissimi was my brand to go to.
1. I needed basic daily bras - I got them in white, black and tan colours. Love the feel, fit and price. Fast delivery, great customer service, a couple of underpants as a surprise gift - had to exchange them for a better fitting size and got the exchange very quickly)
2. I also needed some nice laced sets - got them too, love them!
3. And a couple of comfy pijamas, to top it up )
I am very happy with this shopping experience and customer service, and I love the quality.

Unfortunately due to my last experience I’m having to give Intimissimi a 2 star rating, only because in the past I’ve had a good experience until the positive experience was marred.

Last Saturday I visited the store with my cousin, who I introduced and gave the brand raving reviews, as she wanted some good quality bras for a larger person. The sales assistant who served her was a lovely young lady and gave my cousin the shopping experience she wanted and needed, making her feel comfortable and happy with her purchases. However I went back in to the store as I had decided that I wanted to treat myself too, unfortunately the sales assistant who I asked for help seemed disinterested. Now I know that Intimissimi do DD/E cups as I’m also on their mailing list, the sales assistant however felt she didn’t want to serve me and promptly said no they no longer make the bigger cup size, I asked if she was sure as I’m on the mailing list and an existing client, no we don’t get them anymore and they don’t make them anymore. Her response was as if my skin colour offended her, or the request was an offence, or my clothing offended her (I wore leggings and a top), so maybe she assumed I couldn’t afford any of their items (although my cousins had just spent £200 in their store and I was about to do the same).

Once a positive experience that swiftly changed to a negative experience, just because of the attitude one of their sales staff. No one, no matter what race, colour or disability should be discriminated against…
Really disappointed in their service or lack of.

Ordered items online, after not receiving them I emailed customer services. They have responded that Royal Mail have not received the order from them, confirming that they are aware I have not received the order to my home. I now have to wait until they investigate why this is. So still no order, no refund and I have to wait while they investigate their problem. How does this make sense! Also telephone number and chat on website do not work. The shops can’t help, with contact numbers. They say it’s nothing to do with them. Terrible customer service!!

Really poor customer service support.
Was not able to reset my password.
No response to the the hello intissimi email for ages.
Just not good enough.
Will not order online from them again

I bought a few pieces from the online store, the website repeatedly mentioned free returns throughout the website and at check out. I got the products, tried to return some, and the only way is to schedule a pick up but it’s been 4 weeks now- no one has come to pick it up. I’ve had back and forth with customer service which was completely useless and of no help. I won’t trust purchasing from them again.

I am very impressed with Intimissimi Uomo on-line ordering and in store (Regent Street, London) customer service.
I ordered separately three items on line for delivery in store and was able to return on collection to purchase in store on 4 for 3 promotion. My on line refund was confirmed next day.
I purchased both Microfibre and cotton Boxers in sizes medium and small . They cotton boxers sizing tends to run large. They are an excellent fit, very comfortable,
snug and flattering fit. Very impressed overall.

I had such a frustrating experience with Intimissimi Uomo due to misleading promotions and poor customer service. Their website advertised a Mix & Match 4-for-3 offer, which was supposed to combine with a 15% St. Patrick’s Day discount, as both were displayed together on the eligible products. However, when I tried to check out, the 4 for 3 discount didn’t apply.

I spent over 40 minutes on live chat with customer service, sending screenshots and explaining the issue, only to be told it was a known website glitch and that I should try again the next day. By then the 15% discount had obviously expired, the status of their mysterious technical glitch remained unknown and I'm left with a basket coming me more than it would originally have.

When I asked for a fair resolution—either honouring the originally displayed price or offering a goodwill discount—I was met with generic responses and no accountability. Now, they are refusing to escalate my complaint to a manager or take responsibility for the misleading advertising.

Customers should not be misled by incorrect pricing, nor should they be strung along by unhelpful customer service that wastes their time. I expected better from a well-known brand, but this experience has left me extremely disappointed.

I hope Intimissimi reconsiders how they handle customer concerns and takes action to fix their misleading promotions and improve their customer service.

Sincerely,
Daniele T.

I had placed a couple of online orders. Sent a few items back from one order on 5 February 2025. I escalated the issue via PayPal when I didn’t get any email confirmation from Intimissimi that they received the items back and they will be refunded. The seller told me to close the PayPal case and ONLY THEN they would refund. The case is closed from my side last week and I am still waiting for the refund. The customer service is not replying to my mail. I contacted them via Instagram when there was no reply to my mail and they said that they would handle my refund and three days later, still no refund. And all this headache and energy waste for €60….

I looked on trustpilot to see what was said about Intimissimi. As a result I was hesitant to make an order
but was reassured that my daughter had good service.
So I went ahead and ordered
The order arrived as predicted. My experience does not coincide with the poor reviews posted by others

I experienced this in a store in Italy: when I asked the staff if this bra also comes in my size (I'm a 34A) she said no, we don't have this size in our assortment. I was a little flabbergastered as I saw the ad with Heidi&Leni Klum which I thought promotes body positivity but as it seems I was wrong and small boobs are not part of this...
I then asked if this bra is available in my sister size 32B and she just said no, not this model and no other bra in this store. She didn't even say "Sorry that we also don't have this size in our store" (it's available online, I know that now). She just ignored me completely from that moment on and took care of the other customers.

Terrible customer service! No wonder why reviews are so low and bad! Placed an order and as it was a bday gift I paid for gift wrapping, order came , wrapping wasn’t included. Wrote and email to customer service, had 0 reply just an email that money were refunded for gift wrap. I emailed them again asking for some explanation and that since it’s a bday gift for someone can they send a gift wrapping to me. The asset was no , if you want it place another order and add gift wrapping as money been refunded! Disgusting customer service, never again!

I’m reviewing because I was so worried previously to order from intimissimi due to all the negative reviews online and this might be helpful for other concerned ladies :)
I’ve ordered stuff from them via Zalando a few times, and also directly from their website, and it was great every time. Lovely bras, super soft gorgeous pyjama sets, thermal tops, and some lacy lingerie. Everything feels good quality and looks great, even after a few wears and washes (I’ve had these items for a few weeks now). Shipping via their website was really quick (my last order actually arrived the day after I placed it), and returns have been as easy as any other site, return labels included, dropped off at post office, money back in a few days, no fuss and no issues! I don’t know if all the negative reviews are justified and I’ve just been very lucky, or what the deal is, but my experience with them has been consistently great every time.

They literally don’t do A cup! I realise this is a niche problem, but what are the mosquito bite women like me supposed to feel about being made to feel like we don’t exist? Shame, their lingerie is so pretty.

Absolutely hopeless customer service. I’m not surprised to see this rating. AVOID. Was put through to a foreign call centre where the person struggled to speak English or understand me. The website uses 2 different names for the colour as between the order page and basket - so you don’t know what you are ordering. Took 10 mins to make this understood before giving up. Had just signed up to the Loyalty Programme, will be cancelling that.

I just want to thank you and congratulate the amazing customer service on the store located it at plenilunio At Madrid I visited the store January 22 @ 12:11 the sales person Melanie but I just want to mention she’s wonderful excellent at customer service thank you again
I just visit Madrid for a couple hours on my flight from Morocco to final destination USA

Ordered 50 euros bra. Had to pay 17 euros customs payment and got cheap ring.
Don't you ever order anything from it.

I used to work in this company for a short while and ended up scandalized by a manager who shared with me her opponion regarding holokaust. It is very dusturbing, and I rather wouldn't repeat it.
A sales-assistant held openly antagonistic attitude towards immigration, while the store supervisor told me "the bra was perfect and my body was not good enough".
The rediculously arrogant attitude that many complain about seems to be rooted in things much more abscure than we think.

Awful customer service

I contacted customer service as my gift card wasn't working and was told it was due to a technical error and would be resolved via email. I was also assured that the items in my basket would be held, but all the items went out of stock.

I was extremely frustrated after waiting three whole weeks and following up numerous times only to be told 'we're working on your case'. I also issued a formal complaint asking for some compensation which was entirely ignored. (After finding the correct email that is, as the advisor also gave me the wrong email address!!)

In the end I gave up and asked for a refund only to be told I would have to process the refund myself.

On top of that, I was informed it would take another two weeks for the refund to be processed—totalling a 5 week ordeal all for a faulty gift card! The lack of timely resolution and support and overall level of service is just shocking.