Reviews frequently mention problems with deliveries, returns, and refunds. Many customers say customer service is slow or unhelpful when they try to fix issues. Several shoppers also report durability issues, including seams coming apart and bras losing shape. Positive comments about service appear only rarely in the sample.
Examples from available reviews (Nov 2021 – Mar 2026).
Returned items received but refund of £147 has not been issued.
“I am still waiting for my £147 refund”
Top developed a hole after three months and customer service ignored complaint.
“one after just three months has a hole under the armpit!!!”
Customer reports a very good customer service experience.
“Very good customer service experience”
Promotion delivered incorrectly and customer service refused to send missing item or refund.
“they only delivered 3 of the 4 tops that I ordered.”
Customers describe repeated delivery failures, with some orders returned to the sender. Several accounts say returned parcels reached the warehouse but refunds did not follow. A small number of reviews mention good in-store help.
Several reviews mention missing promotional items, cancelled products, or unexpected charges that lowered the perceived value. Refund delays and refusals add to dissatisfaction with what customers feel they paid for. Value complaints show up often in order and return stories.
Buyers report slow dispatch, tracking that does not move, and trouble reaching phone support. In stores, some customers describe incorrect bra fittings and plain packaging that fell short of gift expectations. Complaints about packaging and fittings appear, but less often than delivery and refund issues.
Multiple reviewers say items developed holes, seams unraveled, or bras lost shape after limited use. These durability problems come up across tops, pyjamas, and bras. Product-quality complaints form a clear cluster alongside service issues.
Many customers describe emails going unanswered, phone lines that do not reach an agent, and rude staff replies. They also often say tracking and refund updates are missing or unclear. Criticism of advertising standards is rare and centers on narrow beauty portrayals.
Most comments describe unresolved order, return, and refund problems, leaving an overall negative tone. A few high-rated reviews stand in sharp contrast to many low-rated ones, creating clear polarization. Positive experiences appear, but far fewer than negative ones.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Customer reports poor service and unsuccessful returns with no refund.
“POOR customer service”
In-store pickup delayed, order returned without notice, and communication was poor.
“my order was still sent back without any notice”
Buyer alleges poor quality, sizing issues, and an obstructed returns process.
“Fraudulent company!”
Order marked delivered but not received and customer service unhelpful.
“it never arrived, but i was notified it did.”
Order for store pickup was returned by the courier unexpectedly.
“they send the parcel back to the sender!”
Returned items received but refund of £147 has not been issued.
“I am still waiting for my £147 refund”
Returns tracked but stuck at a mail centre and customer service unresponsive.
“Both parcels have not progressed from status of South Midlands Mail centre”
Customer reports a very good customer service experience.
“Very good customer service experience”
Item fell apart after one wear and customer service refused help.
“there’s a hole under the arm.”
Top developed a hole after three months and customer service ignored complaint.
“one after just three months has a hole under the armpit!!!”
Customer care appears non-existent and delivery support was unavailable.
“There is ZERO customer service if your order is not delivered.”
Order marked returned but no refund received and no company response.
“It was marked as returned on 28 Nov and we never received it or a refund.”
Store delayed order repeatedly and staff charged for basic gift wrapping.
“problems caused by a 15-day delay in delivering the order”
Order placed in November still not arrived and customer support ignored messages.
“Taking people’s money and then disappearing - this level of service is a joke 🤬”
Order placed in November still not arrived and customer support ignored messages.
“my order has still not arrived!!”
Refunds are slow; warehouse approval is causing long delays.
“the "warehouse" takes 10 days to approve the refund.”
Pyjamas deteriorated after few wears with seams unraveling and loose threads.
“seams unraveled, threads came loose”
Products never arrived and refund communication and timing were poor.
“it will take over TWO MONTHS to get the money back”
Portuguese site orders faced delayed pickups and unconfirmed shipments.
“Never order through the Portuguese website!”
Order delayed, refunded later without explanation, and communication was lacking.
“the lack of communication and transparency throughout the process was very disappointing.”
Advertisements portray an unrealistic and narrow standard of female beauty.
“it completely reinforces the idea that 'beauty' equals perfectly sculpted bodies”
Customer experienced rude and slow customer service response.
“horrible response time, extremely rude customer service representative”
Store staff provided an incorrect bra fitting and lacked proper measurement.
“The employees at the store do NOT know how to size people correctly.”
Bras lose shape after a few washes and service is unhelpful.
“Bras are terrible, wear down and lose their shape after only a few wash.”
Low fabric quality and unsupportive staff led to an incorrect store credit.
“Quality of fabric is very low.”
Return arrived at warehouse but refund has still not been issued.
“it arrived at their warehouse yet they have not refunded me”
Order never arrived, tracking stagnant, and the company stopped responding.
“never has arrived.”
Package lost by local courier and customer service has not replied.
“Order number: 2400013798 LOST by local courier.”
Items arrived in thin plastic packaging and were unsuitable for gifting.
“I expected them to be boxed & looking like a nice gift.”
Items returned long ago and promised refund of £138.38 has not arrived.
“Note that they owe me £138.38, not peanuts.”
Promotion delivered incorrectly and customer service refused to send missing item or refund.
“they only delivered 3 of the 4 tops that I ordered.”
Return received but company refuses refund, prompting a bank dispute.
“Intimissimi refuses to refund me even I sent my item back”
Customer could not call support and emails were ignored by the company.
“absolutely worse customer service no chance to call”
Elastic failed after months and refund process has been slow and unresolved.
“I am still yet to receive the refund”
Order placed in December was never received and customer requests refund.
“I have never received anything.”
Express order not dispatched on time due to system issues and poor communication.
“it could take 2-3 WORKING DAYS "only to dispatch the package".”
Delivery failed claiming address unrecognized and refund will take two weeks.
“Royal Mail could ‘not identify the delivery address’”
Item marked delivered but not received and customer service was rude.
“contact customer and they give me a middle finger.”
Orders delayed or cancelled and promotional gifts removed, causing frustration.
“They cancelled items from my both orders so they are not over 80 euro”
Order not delivered and customer cannot contact Intimissimi by phone.
“it is impossible to join Intimissi by phone: no customer service.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Intimissimi is an Italian lingerie and underwear retailer selling bras, panties, lingerie, sleepwear, loungewear, hosiery, and men’s underwear. It runs physical boutiques as well as an online store for customers in multiple countries. Product pages usually show fabric composition and care instructions to help shoppers choose. Many locations offer in-store fittings, and the website supports ordering with standard delivery and return options.