THE OUTNET.COM Reviews 94

What an absolute joke. They don't tell you when you check out that a signature is required for delivery. When you try to have the package sent to another address or held at UPS, they say they can't do it. The package gets returned to them and you have to place a new order! Is this for real? What kind of BS service is this??????????? NEVER EVER EVER AGAIN

This once great website has become pretty diabolical in certain aspects since it's warehouse moved to Italy. It is still the place to pick up bargains but weather they arrive in wearable condition is another matter. Items are sent dirty, with no tissue paper, not folded or separated from each other. Getting replies or anyone in the 'customer service' department to help is very difficult. Be prepared to loose hours of your life. To be fair I was given this week 15% percent off my next order to compensate for some of the disasters I have had with them recently but even that order has shown up today poorly packaged. Sort it out guys - I want to remain a regular customer!!! Updated to one star since I wrote this initial review, I have been waiting almost two weeks for one refund and I had to request a waybill number several days in a row. I need to send some things back but it's so much hassle I'm thinking to just keep the items and loose the money. I will not be using the outnet again. Perhaps only when they have a mega sale and for shoes as they come in the shoe box so the damage caused by their lack of care and knowledge of garments will not affect them. They can't even be bothered to check websites like Trustpilot and respond to regular customers. Shop elsewhere is now my advice :)

I remain completely flummoxed by the new contract provisions the OUTNET has entered into with UPS. It is completely untenable and allows customers no flexibility at all. I have been waiting for several days for delivery and made numerous calls to track down my package. Apparently, OUTNET now requires a signature but allows the customer zero provisions to arrange for alternate UPS delivery. UPS attempted delivery but OUTNET entered some erroneous notation in my file and instead, my package is being held hostage in a depot 40 minutes from my home. OUTNET expects that I now drive there to retrieve my package--noting that the depot is open weekdays only 9 to 6 no weekend service. They have no consideration for the realities of people who work for a living.

I suggest that the OUTNET's executive leadership consider involving customers (working business women in particular) in focus groups to obtain input before implementing such restrictive and unreasonable regulations for delivery. The entire point of shopping on-line is for "ease"--that is, too avoid stores, lines, traffic etc. The current situation I am left to deal with is the antithesis of ease--it is rather complete torture to expect me to travel 40 minutes to a highly congested area of NJ to retrieve a package from a UPS depot.
I still have not received my package and have no idea what the resolution will be--this is after at least four calls and several emails to OUTNET and UPS. Totally unacceptable --and a lack of customer service.

I have shopped with the OUTNET for many years and will reconsider my options in the future as they are no longer able to provide me service and delivery to my home. An unmitigated disaster.

Dreadful, dreadful experience. Worst website I have ever been on. Still doesn't work after 5 months. Complain and they ignore, repeated complaints continued to ignore. Utterly appalling. They don't listen, they don't care

ordered a leather jacket and 2 days later they canceled the order and refunded payment because they said it was unavailable. This was a Christmas present so I called to see what the issue was and they took my number and said they were very busy but would call me back, needless to say I am on day 4 and still no word. I will not shop with them again. Poor communication and awful customer service.

Absolutely the worst customer service I’ve ever received.
I purchased a bag and after realizing it was another model (the website failed to disclose important consumer information and detailes, such as SIZE), I had it recalled and now I’ve been waiting for THE OUTNET to process my return. The employees don’t give me any updates, you have to call every time to check up on your order. And when they answer they are rude. Save yourself a LOT of stress and do not buy from THE OUTNET

My experience with Outnet was very pleasant. They provided 24 hours customer services and with great flexibility to resolve issues. With my last purchase, I didn't realize the promotion offer had expired (due to time zone differences) but the customer service team was very understanding and helped me to extend the promotion offer exceptionally.

The order only took about a week to deliver, the goods quality were as good as they shown online.

Totally enjoyed the shopping experience in the Outnet and will definitely revisit again!

I followed procedure and returned my purchase 1 day after I received it. The seller has marked that the item returned to them. I never received notification for refund....

I emailed and nada, nothing. Money gone.

I order my boots Friday and paid for overnight shipping well I get an email on Tuesday telling me my order has been canceled when I emailed them back they said it's because they didn't ship my order overnight and they could get a hold of me to ask if it was ok to ship my shoes the next day. So they canceled my order which makes no sense if I didn't cancel my order what makes them think I wanted them to cancel my order ugh I told them I never received an email or phone call so now I have to wait 5-7 business days before they put my mo eye back on my card so thanks for ruin my birthday

I ordered a pair of shoes from my-wardrobe before I went on holiday. When I returned from holiday, I opened the package and tried on the shoes which didn't fit. I emailed as per their instructions in regards to a return and was informed that they do not accept returns past 14 days. This policy was not listed on the shoes product page. In fact, if you look, there is a tab you have to go to on each product page which says "returns". Even here it doesn't say anything about 14 days. You have to click on another link here which redirects you to another page that only mentions the 14 day policy on step 5 (!!) of the return process. After providing proof of my holiday travels they still wouldn't offer a refund. And get this, not even an exchange. I'm a first time buyer at my-wardrobe (but frequent shopper!) but as you can imagine, I won't ever be returning. If you check out their Facebook page you'll see multiple complaints (but only on the comments of their posts, as they clearly won't allow anyone else to). Lastly, I'd say that I frequently shop online and have even worked in online advertising for the past 12 years. I am not unfamiliar with retail or the web, and think my-wardrobe's policies and customer service are an absolute disgrace.

HORRIBLE CUSTOMER SERVICES... ITEMS I BOUGHT WERE IN SALE REDUCTIONS WITHOUT WARNING OF ONE DAY!
ALSO I NOW KNOW THAT THE COMPANY HAS GONE INTO LIQUIDATION AND SHUTS DOWN BEFORE 2015. I WILL NOT RISK BUYING ANYTHING ELSE. DO NOT BUY!!!§§§§

I wrote a glowing review on this company and it turns out that I was too hasty.

Before I bought my boots, I emailed them saying I'd seen you have a fee for returns, but if I want to exchange my item is that free? No, there is no fee to exchange your item. I took this at face value - I shouldn't have.

So when I receive my boots and request the exchange, I call up because I'm a little confused about the £10 fee. My conversation goes like this:

Lady: "Yes, you do have to pay if you want to return something but you do not have to pay for an exchange."
Me: "OK. So why am I paying to exchange something?!"
L: "Because you are returning your boots"
M: "No, I'm exchanging them. I'm not returning them - you are keeping my money. I want to exchange them for another size. I was told that there is no fee for an exchange."
L: "That is correct. There is no fee for an exchange."
M: "So how do I get the boots back to you to exchange them?! You're charging me £10. If that's the case, then there is a fee to exchange them."
L: "It sounds like there's a wording issue here. Would you like me to cancel the exchange...."

An exchange is a return a return is an exchange - whatever you do you pay £10. I should have listened to the reviews.

USELESS.

I have been a loyal customer for years and always returned to shop as I loved the my loyalty scheme and the speedy delivery and returns service. Now having to pay £10 to return for any reason and the loyalty scheme has been scrapped with no explanation. I just hope I get my refund!!

I have been a loyal mywardrobe customer for many years but my recent experiences have been very negative. I believe the company is in difficult and is shortly to go bankrupt. As a result, the customer service team has been scaled back and they are taking an unacceptably long time to process refunds - expect 14 workings days (i.e., 3 weeks). They offer no exceptions to this and have also recently started charging for delivery and returns. Horrible experience. There's probably a good reason why they're going bust.

I had recently bought some boots that I had to send back due to poor fit. They deduct £5 for all returns which is outrageous, and was not appropriately advertised before checkout. Upon complaining via email about this, they refused to offer any exceptions. And they are yet to refund me. Oh, and their customer service do not seem to be available on a weekend. Needless to say, I will NOT be ordering from this company again.

Payment very complicated and takes ages.....I first thought it's my compter connection problem.......After 15min it turns to be overtime so i guess the order not yet made but when i check my wardrobe account the order already existed. I called the customer service to see if the payment was done or not, otherwise why order succeeded. They cannot really help, just tell me to try again. After another 3 times for the same situation (proceeding forever and no more reaction) i gave up and changed to use my Amex, and this time after 5min finally done! (really don't know why it takes soooooo long, btw i always buy online elsewhere).
Will seriously check my 1st card bank statement for this month, hope they will not charge me 3 times more! Too complicated for the payment!

This website has the WORST custmer service going. They use fake advertising to lure you in. I was sent an email offering 20% off new stock with no small print attached and yet when you try to use the code they say oh it's only certain brands. Hardly any when they sent me the brands available. The 'customer service' assistant was rude and off hand in her emails and clearly couldn't give two hoots about the customer. She didn't read my emails properly or address the issues at hand. In the end when I said she was in breach of advertising standards and cut and pasted the offer that was sent to me- she just ignored my emails. Do not shop with this sub-standard website. I have ordered from them about four times and each time had a different issue and rude, off hand from the 'customer service ' girl. There are so many bad reviews for them on the net for poor service. Go to Net a Porter instead- different class!!!

I returned some items following their stated policies ie. requesting the 'ARN' on-line and sending back within 7 days of receipt but 3 weeks after posting I am still waiting for the refund. The status of the return has been 'Goods received awaiting refund' for over 2 weeks and I sent 2 e:mails asking when this will actually be processed, but I did not have the courtesy of a response to either. I have now telephoned Customer Services and have been told the refund is scheduled for processing today, which is a bit of a co-incidence! When I questioned why it takes so long to process as this delay is unacceptable I was simply told they receive a lot of returns and each is processed in the order received! Given other comparable websites process refunds within a couple of days of receipt of goods there is no justification for this to take 3 weeks other than a cash benefit to the supplier which is wholly unacceptable.

The negative reviews on here have made me very aware of how the internet distorts things. I've shopped at this site for a few years now and never had a problem - get a 20 per cent discount shopping day for being a reasonably good customer etc which is more than you get on net-a-porter. I'd recommend them to a friend interested in fashion. And if you're in the US why think you'll get free returns? I wouldn't be so stupid if I shopped on a US site.

Returned some items do to faulty craftsmanship. Company refused to refund my shipping and duties/custom fees. Customer service is much better on competitive sites. Would not shop again, only to avoid the arrogance I received from their customer service reps. FIRST EMAIL WAS NEVER ANSWERED.