THE OUTNET.COM Reviews 94

Thiefs! I ordered something in GBP and saw they have a UK phone number, so expected the outnet to be at least partly operating within the UK. I got my order sent from Italy which was fine but the return labels they provided didn’t work and got stuck in customs (although the ups agent helped to attach the invoices on the outside correctly) so now the outnet cant refund me, and the agent I spoke to said that it’s my responsibility and there is no way to get the package out and they refuse to help or refund me. I would not recommend ordering something to the UK from this company as it is deceiving, they do not operate in the UK although they have a UK phone number and I paid in GBP. Very confusing and distressing. Order number 0904ZXWAM2201H.

Item returned for refund-mid March. Returned to me , sent back again mid April. Several emails ignored, spoke to customer service operator today who was unable to clarify why still no refund ( dog barking in background very distracting ) then cut off. Absolute shambles !

Looks I’m not a only one)
I’ve returned two items back but I have got refund only for one. The order number is 1311ZZMY42101H

I returned unwanted items on the same day as receipt, but this has now been held in Bergamo for 21 days, with no sign of it moving. All paperwork was in order according to the instructions. DHL have requested some information from The Outnet, who have not complied. I contacted the outnet twice, both times it was 'escalated' and 'someone will contact you shortly'. But no contact made. I am £1500 out of pocket, with no assurance this will be resolved, and a couldn't care less attitude from The Outnet. This is absolutely not a company to be trusted. I am sure they are holding on to my money for as long as possible, gaining interest whilst I am having to pay interest on the debt. Beware, this is a scam!!

Do not waste your money or time. It's been over a month, over ten emails later, and over 10 phone calls I am no where closer to knowing what is going on with my order. They are happy to take hundreds of francs and then not fill out their customs forms correctly so your order gets stuck in customs and they do absolutely nothing. Very unprofessional. Poor internal processes - an auditor's heaven.

Premium clothes at premium prices, but without the delivery/service to match

The worst customer service I have encountered in a long time & the poor/absence of delivery & communication with UPS lets down the whole experience. They used to be great but have gone downhill in the last year.

When it works, it works and the clothes are great, but when something goes wrong and the delivery doesn't arrive, it is almost impossible to get hold of anyone. I sent 5 emails for help, all ignored. Got through on phone line but the support has no training and no idea what to do, plus they are impolite and not customer focused at all. They told me that UPS did not deliver was not their problem.

Honestly it's no longer worth the hassle.

My tip: pay on your credit card so you can get the money back when the order doesn't arrive and you can't reach customer service. My saving grace.

These may be discounted clothes but the service is discounted too and the shopping experience can very easily turn into a stressful time consuming chore.

Very disappointed in The OUTNET. I am still waiting for my refund my order number 2207ZMSL22101H three weeks later. I am receiving no answer to may emails.

Avoid these site !!!!!! I was book some clothes and not receive nothing!!!! I write them many times, nobody not solve these problem!!!if I can put 0 I do it

Customer service non existent. Would not recommend

Abysmal customer service. Returns are made very difficult and it is very hard to receive a refund. They do not answer emails either. I will never use them again.

Still waiting for my refund my order num is 0405Z4DVA2101H
They receive my refund the 17th may, and after more than 1 month i still waiting they put the money back in my credit card, 2000 euros, everytime i call or email the costumer service say the refund is on the way, they are literally playing with the costumers this situation is unacceptable for a web site like this.

They sent me the wrong item. Despite that, shipping cost was on me.

DO NOT BUY.

Horrible return policy. Awful customer service.
I do not understand how the outnet is nothing like net-a-porter.

If you RETURN something they charge you $7.95 for return shipping, fine.

BUT they also KEEP THE tax. I am currently in the process of fighting their keeping my state tax on the grounds of consumer protection laws.

Unbelievable. I will never shop here again, absolutely not worth it.

Buyer be VERY aware
This site sells high end items which, even at a heavily discounted price, are still expensive. They make promises of quick, easy refunds. They are anything but. There is an absolute lack of transparency and the splitting of the price paid into separate refunds for the item and the tax component of the item is ridiculous.
Also, be very careful if ordering over $1000 of items, they have to charge AU GST - but they don't specifically tell you, it is only when you have checked out and the amount taken is larger than you were expecting. At least if you are going to do a large order, split it into separate ones to avoid this issue.
I may use them again, IF there is the perfect piece at a GREAT price and I am CERTAIN that it will fit and look good. I NEVER want to have to try and return an item to these guys again.
Since I started having my issue, I have seem other reviews of similar responses from the company. I wish I had read them before ordering. Should be noted will also see these guys as Yoox (the parent company which also has Net-A-Porter in their stable)

ou will never get your refund!!!

I have returned an item which I didn’t like as it was looking different from the picture, and after numerous communications with the customer care service I have been given various instructions on how I should proceed further. The most ridiculous part is that I have requested to replace the item with another bag with higher value at first. Then I was told that the company has different wear houses around the world and somehow such service ( exchange for different item) is not possible! That I was told the second time I got in touch with the customer service !! The first time the guy I spoke to told me to request collection from DHL and order the other bag that I want and they will replace the item for me. Now immagine you order a bag in October you pay 300 🇬🇧 pounds and then two times get the bag returned. Now that’s not all after that I spoke again to the customer service since I received the vary same bag twice to schedule return she assures me that she will schedule the collection for me with DHL and no one comes for another week then I call again another customer care rep tells me that the collection was not scheduled and that he will help me with that another assurance and I get the DHL agent collect the bag after another week. This whole fiasco Happens in a duration of full October and finally ends up on Nov 16 2020 after that I called again to make sure that they received the bag and to ask when I shall receive my refund. They asked me if I put my bank details in the slip and I told them that I already send my bank details to the customer care agent that I spoke to! They said great and I am still waiting until today to hear from anyone ! Moreover, since last week I sent a written complaint to the last agent who has “Assist” me and today I sent another two email to which reply was never received!!
With all this crazy drops hopping business models and pseudo online websites person has to be extremely careful when spending his money online

The customer care team just provided me with THE WORST customer experience. I will never buy again, The Outnet does not make up for their mistakes and does not treat right its customers. Their customer service team is treating customers with contempt over the phone and does not make any efforts. It has been extremely frustrating to be treated the way I have been treated after placing many orders during the previous years. Never Again.

Bought a $70 t-shirt, had tiny hole in back, would not exchange for another one and offered me a whole $7 discount! My one purchase was over $400, terrible co!

Sells all authentic items. Part of Yoox Net-a-porter.
I wasn't to sure if I should order from this site since reviews weren't too good. But I tested it out ordering 1 shirt. I waited for them to reopen after their temporary closure.
After I ordered, I received a order confirmation right away and they shipped my order exactly 7 days after.
It came from NJ so it took another week to get to me since I'm in Southern Ca.
I received the shirt and I'm happy.
Although it went on sale literally 2 days after receiving my shirt and I can't get a price adjustment bc this size is sold out. I would have bought another size. Anyways, all in all I received the product I ordered so I'm satisfied.

I placed another order and they shipped out the next day!! I should receive tomorrow.
2nd order was well received and the clothes are fine.
However the clothes didn't come in a plastic bag. It was packaged with care with tissue and their logo sticker and honestly very well packed. However I don't feel good seeing clothes without polybags be shipped. Going from Eastcoast to Westcoast takes a week and alot of bad weather in between.
I will think twice about ordering something that's more expensive...I hate making returns..plus you have to pay $7.95 for return shipping.