I have been Cettire's customer since 2018. I have never had any problems with my orders until my last order this February. I ordered a Gucci hairclip. When I opened the box, I found a white carton Gucci box with a burgundy box inside. The latter had a pink pouch, booklets, a clear bag with tissue paper but no hair clip inside. I contacted customer service right away. Cettire has no phone number so the only way to contact them was via email. After 12 days of back and fourth emails (they respond within 48 hours) with the same message "we haven't heard back from the team." Today I received a message from a supervisor saying that the team confirmed that the item was shipped to me and I received it with the item inside. The case is closed and they will no longer answer my emails. Just like that! No investigation, no courtesy replacement. I have made very expensive purchases with them in the past. I guess I should be happy to find out with this less expensive order, how they treat their customers when something goes wrong! They just lost a customer of 7 years! In the meantime, I am initiating a chargeback with Klarna. I wanted to provide an update regarding my case. I sent another email to Cettire's customer service, informing them that I had initiated a chargeback with Klarna and filed a report with the Australian Competition and Consumer Commission (ACCC). I also mentioned that if no action was taken, my next steps would include filing reports with econsumer.gov (part of the International Consumer Protection and Enforcement Network - ICPEN) and the Federal Trade Commission (FTC). A day later, I received a response from Cettire stating: "[...] After conducting an internal investigation, we confirmed that the Gucci Embellished Hair Slide was shipped. Nonetheless, as a one-time gesture of goodwill, we will process a full refund for your purchase. [...]" While I am relieved to have received my refund, I find it concerning that the company did not acknowledge the possibility of the item being missing from the Gucci box at some point during the fulfillment or shipping process. Their unwillingness to even consider this scenario raises concerns about their handling of similar situations in the future. If this were to happen again, it seems unlikely that they would side with the customer.

HORRIBLE CUSTOMER SERVICE THEY WILL NOT ACCEPT RETURNS DESPITE NUMEROUS EMAILS. DO NOT PURCHASE FROM CETTIRE THEY ARE FRAUDULENT.