THE OUTNET.COM Reviews 156

My item arrived faulty (with a hole in it) they agreed for me to return for a refund - it's now been stuck in customs for 40 days (and counting) with no update from The Outnet on when I will get my money back. It's a huge sum of money for me to have in limbo and their customer service has been absolutely terrible.

The last three orders I've received from The Outnet have either had no pro forma invoices to return goods in the box, or no pre-paid returns label, or both. Badly packaged, boxes arriving half opened and awful customer service when trying to get paperwork and labels emailed over to me. Slow to return money to my card, too.

I am still waiting on a refund the goods were returned on the 27th of May. I have been promised call backs from a Manager and a customer service advisor called Aaron I am still waiting.
The amount is for over £500 i see no alternative but to instruct a solicitor. Shocking company do not order goods from them

AVOID this company! I would give it 0 stars if I could. I'm a Canadian who has been online shopping from numerous merchants for more than 20 years. This is the ONLY company refusing to refund sales tax and customs because I'm residing out of the EU. NEVER experienced this before. You'll definitely regret it if you're a North American customer who purchases stuff from this company.

Genuinely the worst company I have dealt with. They admit my item is faulty but will only offer £10 for me to KEEP the faulty item. I don’t want it! I would like a replacement or refund. Will not consider buying from them again AVOID LIKE THE PLAGUE

I would give zero stars if I could. Shocking customer service they don’t refund you and mess you about. Spend your money wisely elsewhere

Warning to prospective buyers . On April 30 I received order 2104ZQ6JJ2401H, YSL sunglasses and Tory Burch espadrilles. The packaging was intact but the box containing the sunglasses was light. The box, case and all tags were there but there were no sunglasses. I reported the incident to the Outnet who said they would investigate. I haven’t heard anything since May 2. I needed to return the too small shoes but there were no pro formas or return label in the box. I eventually got them sent to me to be printed. Now that return has stalled and I am without goods and nearly £300 which the Outnet seems determined to hold onto. I am quite elderly and have been a customer of the Outnet since the company started. I’m stating the facts while trying to keep my blood pressure under control.

Horrible service! If you're in the EU and need to return an item, it's going to be a damn nightmare! This is what they wrote me in an email and they're not responding anymore: 'I am sorry to know that you want to return your order 0605Z7WR12401H.
To return your order, kindly attach the return label outside the box.

You can drop off the package at your nearest DHL service point. As an alternative, I am happy to arrange a collection on your behalf by providing your collection address and preferred time and date of the collection.'

Also, they wrote this on FB: 'Hi, the collection is from 11am - 3pm. If DHL has not arrived after 3, please kindly call 08442480844.' So, call DHL in the UK lol. I've never experienced such unprofessionalism on any serious online store. Avoid them because you will not be able to return anything which is the core of online buying! They are only sorry because you will have to return items which does not fit!

Refunds are processed, but nerver plaid back. Im waiting for over 3000 eur to be plaid back

FURTHERMORE ACCOUNT WAS CHARGED ON TOP 1200 eur with no reason or order

Appalled by the customer service team. They are clearly trained like performing seals to “demonstrate empathy” when you tell them what the problem is over the phone but this is completely insincere as evidenced by their complete unwillingness to help you resolve the issue. I’ve lost count of how long I’ve spent on the phone to them over the past two weeks, over multiple phone calls, trying to resolve things (and failing). Twice I was told they would call me back, and they just didn’t bother. Honestly I’m pissed off that I even had to award them one star but there was no option to give zero stars. Don’t even bother with this company, it’s a joke!

Shocking experience when a delivery went wrong. For some reason they had problems with the address (despite being a regular shopper with them) OUTNET then had the delivery delivered to their own warehouse and never delivered and for 6 weeks refused a refund. In the end I had to get proof myself from DHL that parcel was delivered back to OUTNET and their so called “process” after 6 weeks still hadn’t found that out.

Australian shoppers beware!!!!! I recently placed an order for $1678.00. When it took 2 weeks to arrive I had to return it because the event was already over. My refund excluded the $168 taxes and duties paid because my order was over $1000.
I am appalled! All other overseas websites I have shopped at have returned the duties, why not Outnet???

After my parcel was delivered to a collection point, I contacted outnet to return the parcel and refund my order. The parcel was collected and returned but despite several emails about my refund I received nothing. It wasn't until I contacted my credit card company that the issue was resolved. The whole process took 6 or 7 weeks. I wouldn't use the company again

My item has been stuck in returns for over 3 weeks! Every time I ask them about it I get robot responses. I will never use this company again. It is high value, and they blame customs over and over. Even if customs is slow it should never be this slow. I will not be surprised if I end up waiting over a month for a refund as it hasn't;t even reached the warehouse yet!

Shipping slow, but Appalling returns process, despite following it to the letter. This is the second issue I have had, coincidentally (?) both on high value returns. I returned an order which have been stuck in UPS Warehouse in Italy for 10 days now; 'The package is in a secure facility pending clearance or resolution'. Despite daily calls and constant reassurance by the OUTNET nothing has happened. I am now trying to work with UPS directly, and will chase the OUTNET every day until i get my refund. Never again.

AVOID THEM AT ALL COST. My package arrived empty I was told to log a complaint and submit my pictures. I did this whilst I was on the line to a member of their team. Still no refund! I call and email multiple times and no success. The manager can’t help and won’t help because apparently I should have kept the empty box that I received. They keep cutting me off the line and not calling back. Do not order from these people.

I made a huge order on the OUTNET worth about 3K and I ended up keeping just 2 items so the total refund I'm expecting is 2.5K.

I had sent the box back with the 3 copies of the invoice outside the box in a plastic slip ( the usual ones for shipping documentation) I sent this back on September 2nd and on the 8th I checked the tracking and saw that UPS was saying there was a commercial invoice missing. I called UPS and they said the retailer had to provide the information. I called the outnet and made them aware and they said they would contact UPS. I guess this wasn't done because UPS made 3 attempts to delivery the package back to me but I was already on holiday so I kept emailing and calling OUTNET and they kept saying " we have forwarded this to the corresponding team" on September 14th I called UPS and they said the package was taken to warehouse as it was classified as abandoned. I called OUTNET again and they said they would be in touch with UPS to open an investigation. By September 28th I called UPS and they said no investigation was opened so I had to open one myself. I keep calling and emailing and they keep saying they will contact me when they have a resolution or update. Also on their website says to attach all 3 copies of the invoice outside but UPS told me I should always put one copy inside the box for when they open the box to check in customs. So the OUTNET literally has the wrong information on their website.

Can anyone advise on what to do. Would my bank help me in this case? or should I take them to small claims court? It quite a large amount!

Just so slow to despatch every time. Disappointing for such a large company, not how e-commerce should operate in this day and age.

Absolutely no stars at all. I ordered three items a week ago for a wedding. I sent an email with no response. I then telephoned today and got a call centre probably in Indonesia. I was left on the line for five minutes after I had spoken to an operative, he could not give me a delivery date at all. So I have had to cancel the order. He then says it will be 10 days before I get a refund. The fact that this is an online company and cannot give a delivery date is appalling. Zero stars for customer service. Zero for customer communication. Don’t bother with this business.

This company use to be so good

Don’t bother paying for next day delivery. I’ve done so on many occasions to then not to receive my package until 3 to 5 days later

Returns can take weeks and weeks if not months to be refunded!!