THE OUTNET.COM Reviews 156

Returned an item that was then sent back to me. Customer support was not supportive. I had to re-send the parcel. Refund - well still waiting!

Awful and unethical company, rude and unprofessional customer service.Tried to place an order 3 times and on each occasion it was cancelled. After second attempt contacted customer care and was informed about “technical issues “ and advised to submit order again. Tried 3rd time and same issue. Now realised that few months ago I had to reach my credit card company and ask for a charge back as my order for over £400 was lost by UPS. Customer service at the time was useless and so unhelpful refusing to refund for the lost parcel, haven’t even offered sending replacement. After 2 months battling with OUTNET and UPS and getting nowhere, I had requested a charge back ( clearly OUTNET expected me to accept the loss of the parcel and money) so now it’s clear that my account has been blocked. I have no problem with this and not going to miss shopping there as anyway lots of items I had to return due to terrible quality ( I. E medium size belt which was more like 2 metres long tape or other items very poorly made); however I would expect to be notified of my account closure so I will not waste my time. There are many other places to shop around so best to spend money elsewhere where the customer care is reliable and you are not at risk of losing money.

Awful customer service and terrible ethics. I ordered a pair of boots, a few days later as price dropped i asked for price match or else i would return and order the new pair at lower price. As terrible as they are, they refused to match. So i ordered the new pair and returned the old pair but somehow i received the new pair ie. Lower amount refund?! I am raising issues with Amex and Trading Standard. It is purely robbery this company. Won’t order again and avoid please.

Be careful shopping with the Outnet ! They sell very poor quality clothes with zero chance for exchange or refund.

If it was possible to give zero stars I would. WARNING do not purchase from this company. Over £1000 spent on an order 5 weeks ago. The item was damaged in transit and I received an email from UPS stating it would not be delivered so I requested a refund and 5 weeks later I am still fighting via PayPal to receive the refund. Outnet have a copy of the email from UPS, they know the order was not delivered, they are obliged to obtain a delivery signature which they do not have yet they are still withholding my refund. Customer services read from a script, repeat everything you say back to you with a “sorry” in front of each sentence and deem that an acceptable solution. They promise to investigate and then you never hear from them until you call back and REPEAT! Zero customer service. Why brands continue to allow their products to be sold from this site is a mystery-it’s brand damaging for them too!

I wish I had seen the rating before buying from Outnet. In short, absolute horrible customer service and simply refuse to refund. Now I am in the process of raising the issue to trading standard to get my money back.

Item bought went missing by DHL delivery for 20 days, and no response .. I paid in full and no goods received.. is it like fraud or cheating?

Placed an order weeks ago and finally it was shipped but now with the worst delivery company - UPS - so the order is delayed and every day another delay - a combination of their slow processing times and UPS is a total shambles and absolutely not worth the bother

I ordered some items of clothing over a month ago and this company still refused to refund despite sending the items back a week after I recieved them. They sent over a fake receipt and refused to refund me.

Really awful (ongoing) experience. Almost £1,000 spent on an order, paid for express shipping. Over 2 weeks since the money left my bank account and no delivery and no refund. Customer service replied to one message but since then are ignoring me. No way to escalate... Hard to feel like it's not some sort of scam.

Brought few items at sale season as stated extra 25% off. Once paid found it is not extra 25% but only 17%. Customer service seems can’t care less but just said the short is GST payment . It is not as they said GST is included . And even it is , the amount can not make up the GST charge . Even worse , after three weeks paid the product , I still hasn’t receive the product , they even has not ship it yet . Status shows “preparing your order”, when ask customer service , they only tell you come from different location and will take longer … but how long it will take ? Three weeks still not even ship it… very bad experience and will never go back

Very bad customer Service. I have bought shoes, which had a bad quality. Unfortunately, I recognized it after 28 days, so I wasn’t able to return it. The Shoes were new, I have tried them just at home. Customer service of outlet didn’t want to accept my return at any given reason.
I found it Unacceptable. ‘The Outnet’ doesn’t care about their customers.

I have never dealt with a vendor selling expensive goods with such a disastrous customer service (or lack thereof) and inefficient, scammer-like return handling. Their shipping took place on August 7 from Italy and since I had paid the items I would keep by credit card, I returned the items I didn't want on August 8 from Switzerland. Had to pay 46 CHF in customs fees to receive the package. For weeks, I have been waiting for a reply or message from them - NOTHING. Then in early November I receive a notification that I have a package from Italy and had to pay 20 CHF in customs again, not knowing it was THEM, I picked it up and realized it was a "return not claimed by vendor". The post office workers told me this company is known for letting return packages rot and not pick them up to avoid paying customs fees (but no problem, having the customer pay them, eh?) and then it would be sent back to the sender = customer. I immediately contacted them to send me proper return instructions and refund me 350 EUR asap and if within 5 days, there was no reply from them, I would take legal action.

Those days have passed and I have now forwarded the case to my lawyer.

AVOID THIS COMPANY AT ALL COSTS, THEY ARE ABSOLUTELY NOT WORTH YOUR ENERGY, TIME AND MONEY!!!!!!!!!!!!

I recently had a frustrating experience with The Outnet, and I feel it’s important to share for others considering purchases here. I ordered items that raised serious concerns about authenticity. When I reached out to their support team for proof of authenticity, they simply advised me to return the items without offering any proof or addressing my concerns. This response was disappointing and felt dismissive.

What’s worse, I tried to arrange a return through their site multiple times, and each time the collection didn’t show up. After five attempts, I contacted them again, hoping they would let me use an alternative method like Royal Mail. They agreed but required that I cover the cost. As a customer, I feel let down by this lack of support and commitment to customer care. Their email responses did nothing to resolve my issue and only added to my frustration.

In short, The Outnet’s email support is ineffective, and they seem unwilling to take responsibility for the return process when their system fails. If you’re looking for reliable service and support, this isn’t it.

I was sent a used Chloe bag! No original tags attached, clear signs of wear, it arrived in a big carton box just thrown into it (no adequate protection and dust bag all creased in the corner of the box under (!) the bag). I couldn't believe it! I contacted customer service and every email response came from a new person (who clearly wasn't fully aware of the context) and each was offering me a different deal (£5 off, 10% off and then down to 5% off). It's just a joke of a company!

Excellent customer service.
I ordered a jacket and it was to large so asked if I could return it but there were no forms in the box for the smaller size
Customer service immediately emailed the form for me to get it printed. and asked if I want more help just ask.
I sent the box back and already I received conformation it was with them and my smaller jacket has been posted and now in customs. I really cant find fault with the different customer service people I dealt with, they were all so kind and really helpful. I suppose its pot luck who deals with who but I cant make fault with THE OUTNET I love the items they sell and the Customer service team First class
I have used the date I actually took the parcel to the drop of shop.

I would not recommend using the outnet if you intend on returning any of the items you purchase. I have just spent 8 weeks chasing a £850 refund. I returned via ups (their chosen carrier). There are no ongoing email updates on your return like most retailers provide these days. I called after 3 weeks and was told the parcel was in their DC and I'd have my refund in 10 days. 2 weeks later there was no refund and I called back to be told they had no record of the package and it was missing. I think I must have called around 6 times over the coming weeks speaking to customer service reps with varying levels of competence with every person telling me different things and nobody taking any responsibility. In desperation I was also calling ups to try and chase the package and incurring £20 worth of call charges from their useless customer service line. It was so stressful, it's a lot of money and I was starting go think I would never get it back when I had an unexpected email saying it had been refunded. Overall the stressful returns process would never be worth whatever I could buy from this website

Been a very good customer to the Outnet. I must have bought about 20 items from them in the past few months. This was mainly due to an attractive offer through British Airways Executive club where they would pay Avios per purchase. The problem is that they then just take them back off you without providing a reason and when this is queried they pretty much just do not care and reply back with a large custard pie to your face.

I will never shop there again, nor will I shop at any other brand within the Yoox NET- A-Porter group. They have lost a very good customer.

I was sent sandals by the OUTNET that were worn once and had a fault in the fabric. I’ve had the sandals for two months and worn them once. I contacted the OUTNET with images of the condition of the sandal and fault. They then refused to accept the item had a fault and had the cheek to tell me it was due to wear and tear and that I had to pay for the repair at my own cost. The item has substantially cracked leather on one side (which is not repairable), something an expensive item after one wear should not have. The worst customer service I have experienced in my life. They took no accountability, did not offer an exchange, repair or refund. They took no accountability for the product and blamed the brand. I bought the product through OUTNET, therefore they are accountable. I spent my time both emailing and calling to be told nothing can be done. I will NEVER buy an item from this website again, they are quick to take your money but unwilling to resolve any issues with products. I will be seeking legal advice as companies who treat customers this way should not exist. DO NOT ORDER FROM
OUTNET! There are plenty of other reputable online retailers who actually care about retaining customers and provide excellent customer service, the OUTNET not being one of them. If I could give them 0 stars I would.

I have been a customer of net a porter and the outnet for many years. I have noticed a steep decline (the outnet) with their customer service. They are the worst online company to deal with. I am battling for a refund, a returned faulty item. Don't bother calling them! They put you on hold and then hang up when they don't want to deal with you. AVOID the outlet.