THE OUTNET.COM Reviews 156

I returned a parcel to Outnet at the end of May and it was held in the UPS warehouse in Italy for well over a month. Outnet customer services suggested that I kept an eye on tracking but by that stage the updates had completely stopped. They also suggested that I contacted UPS. I had to insist that they also contacted UPS as it's their chosen courier but they were reluctant to do so. I asked for a refund as I felt it was their responsibility to chase their courier but I was refused. When I contacted UPS I was told that my parcel hadn't cleared customs and that I should wait...
I have finally received my refund but I will never use The Outnet again.

GBP 7 for delivery yet slower than 2nd class Royal mail. Just dont bother. Wish I had read the reviews before purchasing.

I had a terrible experience recently returning an item back to them. Having sent it back with the 3 invoices sellotaped on the parcel (as required) I forgot all about it for two weeks, when I then realised I hadn't been refunded, I checked shipping to see that the parcel had been returned a week earlier to some random convenience store in my neighbourhood. No note left, no email sent.

I then pick up the parcel and see that the forms on the front look like they have been ripped apart by dogs - with a note saying "service disruption". God knows what happened?

It then takes me a full week to get a straight answer from customer services, who literally copy and paste the same pathetic lines over and over. They send me new forms, but no shipping label, and days apart, so I still haven't been able to return this.

I have now had to spend my own good money printing out new forms, and purchasing see-through envelopes purely for the purpose of this one return, because the company are too cheap to provide them. I would literally never shop at this company again, and if this product "mysteriously" goes off the radar again I intend to escalate this to a third party mediator.

NOT WORTH IT.

Please, please AVOID this terrible company.

I returned £1500 worth of swimwear (kept 3 items) and I wanted to try them on.

They still haven’t refunded me 7 weeks later. Keep telling me they have ‘escalated’ and a ‘manager’ will call me, but nothing happens.

Worryingly; they have e mailed me today to say UPS have sent my items back to me. Which is an absolute lie.
I’m am going to have to open a dispute with my credit card company (which I’ve already to pay my statement)

How is this company still in business representing luxury brands? I wish I’d have read the reviews.

1Z71X22A9116145937

Really appalling service. My package was stuck
With UPS. Two weeks later and OUTNET still hasn’t contacted UPS to
Re deliver the package. I’ve just contacted UPS myself and got things resolved. I have no idea how a company can be so incompetent. Never again.

ANOTHER TERRIBLE EXPERIENCE
CUSTOMER SERVICE WAIT FOR 38 MINS AND THE CUSTOMER SERVICE ARE TOTALLY UN EQUIPPED TO HELP SO FRUSTRATING FOR A LUXURY COMPANY

Horrendous experience. Placed big order next day delivery last October. Order was delayed. Returned items as too late for trip. Meticulously filled in paperwork as per (conflicting) instructions. Held in 'clearance event' for almost 5 weeks with no movement or news. Called and emailed 17 times. Spoke to different consultant each time. Boxes gradually returned to me with all paperwork intact. DHL say paperwork was all correct - but customs needed to contact Outnet as part of their protocol but never got through to them so had to return parcels. Final box returned yesterday. No waybill returns label provided and have called 4 times to request one. This has been time-consuming and stressful and isn't over yet. Always say someone will call back. NEVER happens. I'm a long-time customer but feels like there is serious risk you will be out of pocket with returns not guaranteed

Ordered two Valentino dresses, different sizes. But they sent two of the same size which didn’t fit. I returned them with all the correct documentation. However, they returned the parcel saying that the invoices were not attached. UPS would not have accepted the parcel without invoices!! When I received the parcel back, one dress was missing from the package.
The Outnet are refusing to refund the money and have said UPS won’t open an investigation. This was months ago.
Having read the reviews now, I can see that this is common practice. This company should not be allowed to continue operating.
I intend to take them to court. Anyone wishing to join me, please get in touch. The bigger the army the better!

Absolutely awful customer service. I am so sad about this as I really rarely write any negative reviews about places.
The Outnet lost my parcel in October and are refusing to give me any kind of refund or even an update on where it is. I have called up probably 20 times by now which is honestly laughable as it has now been 3 months since i ordered this dress. It is clear that their delivery service has lost the parcel but they still are trying to get the dress back to their depot before giving me a refund. I understand to an extent but I have never in my life known a company to be so unbelievably slow and bad, it has been three months and not any fault on my part and I spent £300 on a special dress for my birthday. I have never been more upset and appalled and how a company has dealt with such a dispute - you would think as a clothes company that after a certain period of time will accept the parcel has been lost and finally give me a refund. Really really really upset about this :(

Sadly my story looks all too familiar. I returned goods over £500 in value via UPS, only to have them returned due to customs forms not being attached. I took phone evidence of them attached to the parcel. So UPS shipped my goods back to an address i no longer live at, despite the Outnet saying they had contacted UPS to change the address. A 180 mile round trip and a kind neighbour later, I returned the package for a 2nd time. This time a 'service error' occured and my parcel has vanished into a black hole. I've been chasing the outnet for 3 months, I get no answer from their customer service team, just an email saying they will come back to me, every time i call the help centre, I get told the same thing and every time I ask to speak to a supervisor I get told nobody is available. Its an absolute disgrace and dam right disgusting, they should be ashamed of the way they operate. Trading Standards have been informed and I will continue to fight for my refund.

I was refused a refund after UPS lost my return... they messed me about for months... eventually took legal action. The County Court have now reached a judgement and issued a court order to pay me... but they are NOW REFUSING TO COMPLY WITH THE COURT ORDER ... and REFUSING TO EVEN REPLY TO EMAILS. Do not deal with this bunch of crooks

I was tempted by their extra 25% (blackfriday) and purchased a few items. However, I realised that I was charged duties - something that I was never charged before.
I asked for an explanation and asked them to cancel my order if they were charging me this “extra”.
I was told: “Upon checking, you were actually being charge on VAT from your previous orders. However, it you can only see it as a total line amount. With our recent update, you can now check the break downs VAT on every items. Your understanding is much appreciated.”
However I was never charged ”extra” before.
I kept emailing asking to speak to a manager because I still had doubts about an item, however I was never able to speak to one.
It was a Zimmermann dress that had initially 30%off (£315) and after the extra discount I should have been charged £234.38 - but I was still charged £315.
I felt that many of the responses I got were automatic responses, as one of the customer care assistant even told me that the brand was excluded from the promotion - when it was saying on their front page that the only exclusion was “Just in”, and that wasn’t the case from the dress.
To prove it, I showed screen shots of other Zimmermann dresses that the discount was applied, and I got the response that:” As I saw in your screen shot, it has already been applied to your order, and that's great to hear.“. this person clearly didn’t bother to check my order and read the thread.
When I was finally explained that I was charged because of the new extra duties, as I was never before and I asked them to cancel my order if that was the case, my order had already been shipped.
I asked them if I could fully refund my order, and they said that they wouldn’t refund me any duties or shipment. It is very disappointing as I used to receive full refund before too.
I called them and after waiting over 20 minutes in the line, I was told that a supervisor would call me back shortly… a few hours passed and nothing.
I am really unhappy with this and very stressed, I couldn’t even sleep.
I never received any communication from the company saying that they would do such a change.
The extra discount was worth nothing due to this “hidden” charges.
I have been trying to sort out this situation for almost a week now.
Be careful!

Never again !
I haven't got my package and I have asked for refund. Been chasing The Outnet for about three weeks now , but the only reply I receieve is "standard" email saying that they are looking at my case and will come back shortly. Yesterday I received one where they greeted me with "Hi Patrick". The way they operate can not be legal.

Awful service.
Do not buy from this company.

Just like everyone else here, I am still fighting to get my refund! It’s been 8 weeks since I last saw my items and money - UPS lost my proforma invoices hence the items have been held by them for 2 months now!!! the outnet shows no care whatsoever even though it’s their shipping label. Hope there is a legal action going against them I am happy to join !!!!!

This company used to be great but they have gone downhill over the last year. If you receive a product you like no issues, but I paid £1k for a Valentino handbag that arrived with no Valentino box was shoved into a too small unbranded “dust bag” and had scratches on it so I obviously returned it. I completed the paperwork correctly and even stated this to the ups guy but I had the same issues as lots of other people where it was halted at customs due to incorrect paperwork. Luckily I scanned a copy of the paperwork and after getting no response from The OUTNET I had to contact UPS directly myself to get the paperwork sent to the depot so it would be released. I would recommend NOT buying from this company. After using them for several years I will now be deleting their app and unsubscribing from their mailing list.

For some reason if fails at the point of payment-tried two different cards-unable to process it, it claims. This company used to be respectable in the past, but I won't bother with it again.

APPALLING CUSTOMER SERVICE
I have been buying from theoutnet.com for many many years, but since they moved their warehouses to Italy and we left Europe its gone to pot. I bought something from them six weeks ago. It arrived 10 days later and I sent the parcel back a day later, via UPS. They then lost all of the customs invoices and it sat in UK customs for another month. Its just been unceremoniously dumped back to me, with no returns labels. I have emailed customer services throughout this 4.5 week period multiple times and phoned up too and they have offered no information, no support no nothing. I have even had to call up twice today to ask for labels. They don't care, their customer service is beyond useless and I will never buy from them again. I would warn anyone off using their website.

Disgusting, and I will take legal action again this company.
Bought a pair of shoe, was too small, returned, those shoes traveled to Italy and back a month later, with no paperwork whatsoever.
Have sent a number of emails and spent a number of hours on the phone with CS teams, unbelievably incompetent and showed little care.
DO NOT BUY ANYTHING FROM THIS COMPANY.

I’ll add my name to the list of people who have been let down by this company. The items I ordered were the wrong ones and I’m unlikely to ever see the items I bought.

DO NOT BUY.