It Intimissimi Reviews 2,421

I had a very poor experience in store, where a system error meant they were unable to process my VAT refund. I was asked to wait for approximately 40 minutes while the team attempted to resolve the issue, only to be told in the end that the Manager had said there was nothing they could do.

I escalated this to customer service; however, I found the response dismissive and unhelpful. I was advised to return to the store to resolve the issue, which is not a reasonable solution given that the matter was already raised in person and no resolution was offered at the time. I do not understand how returning to the same team, who were unwilling to assist initially, would lead to a different outcome.

I also found this suggestion uncomfortable, as it would require me to revisit and effectively challenge the same Manager who had already declined to provide any support. While I was offered a discount code, this is not a suitable resolution as it requires a further purchase in France, which I will not be making. Moreover, they said they can not progress my complaint remotely, which makes no sense because I’m not in France anymore and can’t go to the store.

The overall experience in store was disappointing. Aside from a couple of staff members, I did not find the team particularly helpful or welcoming, which aligns with the feedback reflected in the store’s poor Google reviews. Given this, I would not have felt welcome to the store to address this issue either way.

I was a long-time customer of Intimissimi and always recommended it to my friends, however, after the very poor customer service and experience in the store, it is clear they do not value their customers and I won't be making any further purchases.

Purchased large order in store, had one item that was set to ship to store. They have it in store with our name on it but will not release it because they cannot "receive" it. Have tried several times to pick order up but they will not release and will not refund money.

I ordered a top for Intimissimi. Firstly the sizing was off but the quality was really poor so I decided to return it. Their website made that almost impossible as did their customer service. I persevered and in the end I succeeded but I can see how many wouldn't. One thing that they deserve credit for is that they pay for the return postage. That overall experience means I won't shop there again.

Let me make sure I understand this correctly.

I placed an order on January 11th. By January 19th I still had not received any update, even though the order was supposed to be collected in store. I went to the store and nothing had arrived. I was given a customer service email address, but my emails were being returned, so I tried to find out what was happening and submitted a complaint through the customer service section of your website. I only received a reply several days later saying the matter was being investigated.

This is what the web says about delivery:
In-store pickup
within 2 - 3 working days, free of charge

The order finally arrived in store on January 24th. I was unable to collect it until February 2nd, nine days later, and I was then told it had been sent back because it had not been collected in time. Excuse me? I am attaching your own terms and conditions here:

“7.4.2 When the products purchased are delivered to the sales point, you will be notified by SMS and/or e-mail and, from that moment, you will have 10 working days to pick up the Products on your Order, according to the methods described in the Order Confirmation.”

In other words, the last day should have been the day I went to the store. I received no emails regarding the complaint I submitted on the website that was supposedly being investigated, and no email informing me that the order had been sent back, which would have saved me a wasted trip to central London only to be told it was no longer there.

Two very kind staff members in the menswear department helped me as much as they could, this was clearly not their fault. They told me I would receive my refund soon. As I was leaving the store, I received an email confirming that my refund had been processed and that I would receive the money in a few days, so I understand that the manager may simply have forgotten to process it until I asked. I want to repeat that the two staff members did everything possible to help.

However, after all this poor handling of the situation, my order was still sent back without any notice, causing me to lose the item and waste money on travel. Could you please explain how this happened? I work in this industry, and errors like this are simply not acceptable.

So what Intimissimi will do now?

For example stop to reply the reviews with a “we always try the excellence and we are trying to improve of service”, NO, you need to give real solutions.

Update: I just send to you the number of the order, you mention that there is not compensation because was already refunded, not sorry, you didn't ready the full review? You sent back a order by mistake leaving me without the item apart of no sort nothing by email with customer service, you took action with the refund when I went to the store, I received the email as soon as I left the store, sorry but retail doesn't work like that.

Two returns made -

RR00000038670010
X1 modal Cashmere boat neck top £39 returned as faulty

RR00000038670010
X3 modal Cashmere boat neck tops returned value of return £95.25

Both return parcels were posted on 12th January using your Royal mail tracked 48 returns service.

Both parcels have not progressed from status of South Midlands Mail centre since 15th and 16th January respectively. Today is now 21st Jan and no update on the returns or parcel status movement.

Contact made with Intimissimi customer service on 19th January and no reply to date.

Two case references issued
#25281181
#25281165

Awaiting update on these two returns ASAP.

Hi Intimissimi France, we placed an order on 22 Nov for store delivery. It was marked as returned on 28 Nov and we never received it or a refund. We’ve emailed several times and visited stores but haven’t had any response. Could someone please contact us to resolve this? Order from 22 Nov never delivered or refunded. Multiple emails and store visits with no response. Please contact me to resolve this urgently.

I placed order #2360075021 at the end of november during black friday for 97 EUR. It is now january 6 and my order has still not arrived!!

The customer support is completely ignoring me. I emailed them 10 days ago and received no reply at all. No update, no explanation, NOTHING.

Taking people’s money and then disappearing - this level of service is a joke 🤬

I am demanding either immediate delivery of my order or a full refund.

I waited almost a month for my order with no delivery and no clear communication. I reached out via email but never received a response, and there was no phone number to call for support.

Eventually, the order was refunded without any explanation. While I appreciate the refund, the lack of communication and transparency throughout the process was very disappointing.

This was a frustrating experience, and I would not recommend ordering if timely delivery and customer support are important to you.

horrible response time, extremely rude customer service representative

Order 2420251279 has been placed on 30/11 ,never has arrived. Tracking has stuck from 06/12 they told me to wait,later again said just wait we are investing and then just stopped responding to any emails.
Will have to go through the bank to get my money back as these guys are thieves.
AVOID AT ALL COST.

Order number: 2400013798 LOST by local courier.

I have tried to contact customer service several times regarding my order 2400013798 that has been lost by my local courier. I have heard nothing from you and sent several emails.

I want a refund ASAP and a reply back I confirm this.

Karina Bruus

I placed an order for 4 pair of pants. They have arrived, however I am horrified at the packaging. 3 pairs wear in a very thin plastic bag, the other ones no packaging at all. How can you give these for presents? At the price of 19 per pair, I expected them to be boxed & looking like a nice gift. Not very environmentally friendly either. I am returning all 4 pairs as they look cheap & not something I want to give as a gift.
No one else seems to have mentioned this & i can’t believe I am the only one receiving them in the thin plastic bags.

On October 2024 I returned some items and didn't get any refund. I wrote an email to the customer service in June 2025 and they said that they would transfer the money, but nothing. Asked again in July, no answer. I have been a loyal customer for my entire life and this is so frustrating. Note that they owe me £138.38, not peanuts.

2025-11-11 - There is no trace of refund in my bank account

Scam! Be careful with the *buy 4 pay 3 promotion* you may see sometimes on their website, as it’s often a scam. I sent an order which was fully confirmed, but then they only delivered 3 of the 4 tops that I ordered. Instead, the added a random cheap slip in a size that is not even mine. When I contacted the service team, they refused to send the missing item and also to issue any kind of refund. So it’s a fake promotion basically.

Intimissimi refuses to refund me even I sent my item back and they received my return. It's been more than 14 days since I returned my order. I'm gonna open the dispute with my bank to get my money back

absolutely worse customer service no chance to call tried emaliing my query and completely ignored and no respons e

I bought a pair of their silk shorts and matching top nearly a year ago and 8 months in the elastic started going on the shorts. Bearing in mind, both items were nearly £100. I’ve never paid for pyjamas this price before, but was told
Will would be good for night time. I was advised that I would receive a refund for the same price that I paid for them, but they could not send me out a new pair of shorts. Then after days of not receiving a refund, I was told that they didn’t have the card details to allow them to refund me. So again, I had to give them the bank details. I have to say, with no one to talk to and just sending emails back and forth, I would not purchase from this company again. I am still yet to receive the refund, being told that they have had some issue with refunding me. To me the their customer service is ridiculous and a lengthy process to get what you need. I won’t be purchasing items from
Them again.

Placed an order early december 2024 at 119.39 euro.
I have never received anything.

My order confirmation looks very strange - and says something about bank customer service.

To be honest I thought that it was a scam - but reading all the reviews - maybe it wasn´t.

If anybody from Intimissimi is reading this I would very much like to get my money back.

If you answer - please write me an email - and we can maybe figure out - how I can get a refund.

Naya Thayssen

I placed an order on the 2nd July for the anniversary gift for my GF and paid for extra fees for express delivery to be delivered by the 9th of July (it says 7-10 days for standard delivery and 48 hours for express delivery). They did not even dispatch the products yet, we are on the 4th July evening, they did not even processed the order yet. They only received the full amount and started being quiet. I contacted customer support this morning and asked my order, Sara from customer team sent me an email says that there is an issue with their system and it could take 2-3 WORKING DAYS "only to dispatch the package". And as a reminder: this email was sent on Friday. So weekend they will do nothing. 3 working days makes dispatch time 10th of July. 2 days shipping time (if you are lucky) then you can get the package on 12th of July (you ordered on the 2nd July to receive by 9th July). I contacted on Instagram DM and same lady Sara said the same thing again. Nothing else. Imagine that a company states "order in the morning and we'll ship the same day and you will receive in 48 hours" and you do. and they do not even dispatch the package from their warehouse within 48 hours. and a lady says that YOU HAVE TO WAIT FOR 2-3 WORKING DAYS to solve systematical issue for being able to dispatch the package!!! again this is on a "Friday evening". Absolutely disaster. I will never purchase anything anymore. This company's operation style and capability will ruin your week in only 2 days. I will also apply for my legal rights on every platform possible. I do not care how much I am going to spend or how long will it take but i will do everything legally possible. Disrespecting their own clients, unacceptable.

Placed a nearly a week ago. Was due to be delivered today but I get a message saying Royal Mail could ‘not identify the delivery address’.

Check my delivery address to see if I made an error. No error made by me. Reach out to customer services and told no you didn’t do anything wrong but now you have to wait 2 weeks for a refund. How is that fair?

No order received but money taken from my account. Now I have to wait even longer for a refund which has completely put me off wanting to re-order. Very unhelpful customer service.