MR PORTER Reviews 6,319

Bad customer service for a higher end company.

- I feel tricked by them as they promised me a discount for signing up to my mailing list then refused to honour it once I had.
- Had to deal with a maddening AI support system. When I got through to a real person they had no interest in helping me.
- Awful website, impossibly slow. Repeatedly cut off from their support chat when try to get help.
- Complex returns process that involves having to arrange collection on a separate website, measure and weight the parcel etc.

Far too much hassle, won't be using Mr Porter again.

I have attempted to purchase the MR P. Ollie Leather Boots four times. Every single order was cancelled due to the same cosmetic defect on what appears to be the same unit being cycled repeatedly through their warehouse and relisted as available.

Here is the full timeline:

• Order 1 – Cancelled due to cosmetic defect. Frustrating, but I gave them the benefit of the doubt.
• Order 2 – Boots were "restocked." I ordered again. Cancelled again. Same defect.
• Order 3 – Before ordering, I contacted Customer Care and received written confirmation that the boots were in good condition and available. I ordered. Cancelled again. Same defect. I was then told by a consultant named Jaime that the listing had been corrected and the item was no longer available.
• I checked the website shortly after — the boots were listed as available again.
• I escalated formally. A consultant named Mark John responded with detailed written assurances: the item had been "flagged, isolated, and subjected to a comprehensive quality inspection," cleared by their quality control team, and that "measures have been put in place to prevent a recurrence."
• Order 4 – Trusting those assurances, I ordered again. Cancelled. Again. Same defect.

Over the course of this ordeal I corresponded with five different Customer Care Consultants — Jaime, Hanna Mae, Mark John, and Sheila. Not one of them had familiarity with the full history of the complaint. Each response was a variation of an apology, a vague promise, or — most insultingly — an invitation to place another order.

The gesture of $25 in store credit was laughable given the scale of this failure.

I have been a loyal Mr. Porter customer for years. This experience has made it clear that their Customer Care team is not equipped to handle complaints beyond a surface level, their warehouse has a systemic inventory management problem, and their written assurances cannot be trusted.

If you are considering purchasing from Mr. Porter and encounter any issue, be warned: you will be passed between consultants with no continuity, given assurances that mean nothing, and left to resolve it yourself. For a retailer that markets itself as a luxury brand, this is an embarrassing failure.

Mr Porter first sent me completely wrong item, not even close to what I ordered. Then they promised me next Loro Piana order will have 20% discount, like they say it very clearly. But after that they keep changing, sometimes yes sometimes no, just keep going back and forth, makes no sense.

At the end they just give me some limited time credit, like trying to get rid of me. This whole thing is really unprofessional, they don’t keep their word at all. It’s their mistake sending wrong item, but now I have to deal with all this trouble and their attitude is just bad.

Really disappointed, won’t trust them again.

I always find great items from new-to-me designers. I get interesting recommendations. Packaging always careful. Shipping fast and secure.

First time customer with Mr Porter and very satisfied. Order was received from Italy to the U.K. in less than a week with simple tracking and updates from DHL throughout.

Took advantage of a 10% welcome discount too!

Excellent service, quality and selection.

The merchandise sold was of good quality. Delivery was fast with notifications going out to the customer throughout the process. The package containing the purchase was wrapped beautifully. Everything was a positive experience!

Very Happy with Mr Porter shopping experience Highly recommended

This case concerns a Rick Owens jacket purchased through MR PORTER. On the product page, the material composition was clearly stated as 100% silk. However, upon receiving the item, the actual garment label indicates a composition of 97% polyester and 3% polyurethane.

This is not a minor discrepancy but a fundamental misrepresentation of the product. The difference between 100% silk and a predominantly synthetic blend significantly affects the value, quality, and overall nature of the item.

A formal complaint was submitted immediately after delivery. I contacted MR PORTER customer service by phone on Monday and followed up with an email the same day, attaching clear photographic evidence of the garment label showing the actual material composition. I made an additional follow-up call the following day to reiterate the issue and request a resolution.

As of today, more than three days have passed since the initial complaint, and there has been no response whatsoever—no acknowledgment, no clarification, and no proposed resolution. Due to this lack of response, the item remains unusable, as I cannot reasonably wear or utilize a product that is under active dispute and clearly inconsistent with its advertised description.

Given the premium pricing of the item and the clear discrepancy between the advertised description and the actual product received, as well as the delayed customer service response, this situation requires prompt and concrete action.

I was really impressed by the fast delivery — top service, beautifully packaged, and definitely not my last order. I’ll be placing another one soon.

We've more often used another clothing high end online service but found Mr. Porter had some things that looked amazing, and after a few fiddly bit needed to contact Customer Service and THEY ARE AMAZEBALLS which makes everything great.

Great product & great service not much more to say. Got a top that was to big, sent it back no problem, quick refund. Also ordered different size

Great service and fast delivery. Good range of sizes and stock. My preferred site for quality clothing.

Not a great experience at all. Second time purchasing the same item (golf shoes) - first time cancelled given no stock (despite website saying available and allowing me to complete the purchase) and second time sent the wrong size! No goodwill gesture (such as a discount code or such) which I would have expected in the circumstances.

Everything was fine, but I was not given the additional discount on my birthday.

Damaged goods were recieved. They offered me a 10% store credit on a 500 dollar pair of pants that were unwearable. Response time for a "premium" price point is underwhelming at best. Their service and attention to quality use to be stellar. Will not be a returning customer after this.

I rarely write reviews, but this experience with Mr Porter has been unacceptable from start to finish.

I paid for next-day delivery and was explicitly promised a specific delivery date. That commitment has now been missed multiple times. After the first delay, I contacted customer service and was assured—clearly—that the order would arrive today. It has not. The order is still “in preparation,” which makes the entire “next-day delivery” offering feel misleading at best.

What’s most frustrating is not just the delay, but the lack of accountability and transparency. If you cannot fulfill premium delivery promises, don’t charge customers for them. This is a luxury retailer charging premium prices, yet the operational execution is far below standard.

To make matters worse, there has been no proactive communication, no compensation, and no real ownership of the issue—just empty reassurances that are not honored.

At this price point and brand positioning, this level of service is simply not acceptable. I would strongly reconsider ordering here if delivery reliability matters to you.

This company is second to none, the care of the order, the packaging is phenomenal and I can't recommend them high enough. I return again and again, they never disappoint. I can't comment on customer service because I have never had to use them but I can assume that it will be as good as other services.