Totême Reviews 79

Ordered a hat but was very disappointed with the quality. The quality is not at all in proportion to the pricing. Made a return but did not get my money back nor heard from them. When I emailed them asking about my refund they did not answer, and since they do not have a phone number for customers support I called the store in stockholm, the lady answering the phone was helpful and promised me that she would send an e-mail to customers support to check the status (she did not want to give me a phone number to customer support). After that I finally received my refund (3 weeks after they had received my parcel). Not exactly the service you would expect from such an expensive brand. Will never buy anything from them again.

I bought a few items from their website and decided to return one of them. It’s been more than a month and I haven’t received a refund. When I first wrote them they said it was because of Budbee. However, Budbee informed me they already delivered the parcel. Toteme now stopped answering emails. Horrendous service.

I would like to praise Malin from a Stockholm's physical store. She has been an absolute angel that helped me with my return - 5 stars!

I wish I had read this before purchasing something from Toteme. I have been waiting for days for a response for a ‘delayed’ delivery only to be told to contact the courier myself and they are very busy. No idea when or if I’ll receive my goods. No phone number to call, nothing.

Really poor customer service and handling the order. I made an order from them and they sent completely different product. You will never hear from them for almost a week because they are “too busy”. And you will need to return the item by yourself and call the courier and arrange everything EVEN though you are not the one who made a mistake. Also you need to order the product once again while you are waiting for the refund which god know how long will it takes. This company has really bad way to handling orders and customer service.

Very bad experience with this website. Stupid slow delay with a stupid company called Budbee? And for refund , maybe need to wait for weeks if you are lucky! Should read all these comment before buy from them . Big scam and disappointment. If the customers service like this , how could the brand care about their clients? Save my money , don’t want to bother to spend more energy on this brand

Used to be one of my favourite brands. The last item I bought from them was flip flops which literally made cuts in my feet all three times I wore them. Customer service said "shoes that are unfomfortable in the beginning are not faulty shoes". Throwing away 250 "made in italy" shoes that I wore three times? Not my idea of "meticulous craftsmanship".

I’ve purchased many items items from Toteme over the years. In particular, I have several garments made from their ‘signature double wool’. Unfortunately, the last item I bought in this fabric did not match the rest, despite the description saying it was the same fabric. The fabric is less dense, less heavy and it looks and feels cheap.

I contacted customer service about the issue but they were rude and unhelpful. I replied asking why they do not practice quality control and they ignored me. They have lost a loyal customer.

I bought a dress in early June using their welcome 10% discount. The dress was way too big (for a size S), so I immediately returned it. The shipping company they used was Budbee, and they managed to send my return package via The Netherlands back to Sweden from Denmark. It was a whole month later when I finally received an email that they had received it and would refund me within 14 business days (!) of receiving it. It's been 12 business days today and I still have not received the refund. Considering how much they charge for their clothes the service is absolutely horrible. First and last time customer. (And steer clear of any company shipping with Budbee!)

My order never arrived and was sent back to Toteme due to an error on their end. Instead of resending the order, they sold the items so they are no longer available to me. Disappointing customer service.

Absolutely the worst experience in my life. Such a huge regret.

The customer service is literally nonexistent. Working hours seem to be 10-15mins slots per day. They will reply to you after 3 days and then radio silence.
This is such a sore experience with a brand - I will never want or recommend to buy from them.
As from all the "luxury" all they have is high prices. No care for the buyer.

I accidentally put an old address in the shipping info and sent a chat + email straight away asking to change the shipping address. No response for 3 days. Just to hear back that the change was not possible, as this would "create trouble for the team".
Had to chase UPS myself to figure out where they are sending it and if I can change the address. Answer is not.
Net a porter is always willing to help and is able to pass instructions to UPS but I think Toteme team is just inadequately incompetent and don't do this.
Result : money is gone, no idea where the product is, no luck getting a response from the customer support.

Stay away. There are so many other nice niche brands with great quality AND great service. This experience will def make you feel bad about your purchase.

Re: ORDER INT74208

Regarding this return
I am STILL waiting for a refund and it’s been over three weeks since I returned it.
Certainly put me off buying directly from the company itself - in future I will try net a Porter. Customer service (someone called OLIVIA) are slow to respond and not helpful.
Will not be buying from them again.
UPDATE:
Asked that I chase up UPS myself! Item sent back on 1st June (26 days ago). It’s Toteme’s UPS returns label and the account is with them- not me!
I have insisted on a refund but have had no reply.

The absolute WORST experience I've ever had with any clothing brand. Product quality is mediocre at best & customer service is abysmal - have been waiting over a month for a refund & fairly confident I'm never going to receive it. Absolutely horrible. Don't waste your time or money.

I’d give a no star if I could. Returned my item due to the jeans are not matching the description online. UPS tracking shows it has been delivered on 16 of May, but still have NOT got my refund. Their website states a 14 business day refund process policy which is already passed the time frame. Tried to email and find out where my refund is and have gotten no response from their customer service. Very disappointed and will avoid buying again!

I also should have read the negative reviews on here before buying from Toteme, because my experience was exactly the same. I have been emailing customer service about a faulty item over several weeks and there is no response. Their chat function also never seems to work as they never seem to be online even during regular business hours. I've never had a brand's customer service be so completely impenetrable that it's on the level of a scam... Elin Kling should be ashamed, a brand is only as good as its customer service.

I wish I have read the comments here before ordering from Toteme, because the experience I have with their customer service is 100% relatable to what other people wrote. I have returned my order according to their website (register at Budbee and send the package), but Budbee lost my package and I never heard from Toteme and still trying to get my refund. They have asked me to follow up with Budbee (even though I believe it's their responsibility) which I did and got a super fast response from Budbee saying that they have lost my order. Toteme then says that will return my money, but I have been waiting a month now and I keep sending them mails which are never responded.

Customer service incompetent and rude. I accidentally placed an order with the wrong sized items. On the website it is clearly stated that an order can be cancelled within one hour. So I called the hotline. No answer. I used their WhatsApp chat. No answer. Called several more times. Finally wrote an email, all within 20 mins of purchase. I got an email reply several hours later that the package had already been posted (however, the confirmation of postage was only sent out to me many hours later..) and also I was wrong about their cancellation policy. When I sent a screenshot of the policy on their website they rudely asked where I got that picture, implying what?
So I recieved the package, had to return it and OF COURSE they deduced the cost of postage from the refund. So I am paying for their incompetence. In case you want to check the truth: scroll down in the basket section of their website and see for yourself. Absolutely untrustworthy and rude CS- NEVER AGAIN

A really terrible experience buying from their web shop! If I could give 0 stars I would. My order has not arrived and Budbee keeps telling me they are sorry but cannot offer any solution as the order keeps going to various cities except the actual shipping destination. Toteme do not respond to phone calls or WhatsApp messages and when they answer emails, it is with a reply that says my order has been shipped and offers no solution. A really shocking experience and certainly not one fitting of a “luxury” brand as they claim to be. Do yourself a favour and do NOT buy from them.

They don’t respond to emails, dm, or their phone number. Toteme is a scam. I just wanted to make a return and they failed to give me a return label and now won’t provide me with one. AVOID AT ALL COSTS!

Not only is the quality and the design of their clothes great, but I also had a very good experience with the customer service. I don’t agree with previous reviews saying their rude or that they don’t refund. I’ve gotten my money back every time I’ve returned an item!