NET-A-PORTER Reviews 8,204

Authentic products and fast delivery.

I have been a NET-A-PORTER loyal customer for 15+ years. I am EIP status which means I spend $12K+ a year. I buy clothing, bags, shoes, beauty, gifts, etc. Recently I returned a purse ($1,300) along with a scarf. I packed the returns myself and brought the returns down to my doorman for NET-A-PORTER's dedicated premier courier service pickup. I later received an email from NET-A-PORTER stating that when they unpacked the return, only the scarf was there. When I told them that I packed the purse and put it in the return bag myself and it was definitely included in the return, they stated that they did not receive it and they refused to give me a refund. I escalated the situation and got my building involved as they have security footage of me handing the return to my doorman and my doorman (who has been with my building for over 20 yrs) placing the return in our building package room. The camera shows that the return was not opened or tampered with by anyone in my building and shows the doorman handing it off to the NET-A-PORTER messenger that picked it up. When presenting this finding to NET-A-PORTER they had no interest in working with me to find the truth about what happened to the purse. They were very cold and robotic and finally admitted that the only pieces of "evidence" they had to "prove" the purse was not returned by me was a still photo of the outside of the return bag and CCTV footage of them unpacking the return at their facility showing that only the scarf was in the bag. That leaves a large window of time that the return was in their possession in an unsealed shopping bag (this is their method of returning items via their internal courier) that is unaccounted for. I was/am shocked that they have no interest or concern that luxury items are getting lost/stolen within their organization and they are putting the burden on a long standing and loyal customer. I can only assume that if this happened to me that it is a problem for them and will catch up to them eventually. I for one will never shop with them again, which they didn't seem to care about.

I deeply regret having to leave this review, but the way this situation has been handled leaves me no other option.

I purchased a dress from Net-a-Porter during a sale. When I opened the package, in the presence of a witness, I immediately noticed several pulls and loose threads on the bodice. I did not try the dress on. Within minutes I carefully placed it back into the original packaging and returned it.

Despite this, I was later accused of having caused the damage myself. I even provided a written statement from the witness confirming exactly what happened and that the garment was never worn or used.

The situation then became even more unacceptable: the dress was sent back to me without my consent, and afterwards it never even arrived back to me. The item effectively disappeared in the process.

To this day, Net-a-Porter has provided no meaningful help or resolution. The written witness statement has been ignored, the missing item has not been properly investigated, and the purchase price is still being withheld.

At this point, money is simply being retained without justification while the customer is left without the dress and without a solution.

For a company positioning itself as a luxury retailer, this level of customer service and refusal to resolve a clear issue is extremely disappointing.

I do feel when an item is 'oversized' there should be more information provided before ordering. I ordered an item that the marketing stated to go down one size only!.

I did, but this item was still 'huge' and even going down one more size would have still left it looking 'substantial' with the oversized look...

Wasted £7 postage, and I might have been able to pick up the correct size elsewhere, now everywhere is sold out!

With distance shopping in this case more guidance should be given! Online chat weren't very helpful... and just said everything subjective.....

Will shop elsewhere now.....Decided to close my account, a shame as have shopped there for a while (off and on) over the years..... Also read other reviews on here which has been enlightening.....

Do not order anything from this website. If you try sending the order back, you will be offered a 30% refund with no return required. If you don't accept, you will be offered a 50% refund and will keep the items. Once you approve, you will receive an email stating that the refund will be processed immediately back to your payment method. As of today, I have not received the funds in my account. The vendor has gone silent. The items shipped looked very different from those marketed on the website. Bad quality product.

Excellent for buying and returning prompt & efficient

I ordered a scarf on sale yesterday. I had trouble putting the order through. Then my acct said the item was out of stock. Eventually I managed to get the order through but forgot to add the flash sale discount of20%. I called net a porter who refused to add the discount retrospectively when I tried to explain via their on line service, their attitude was dreadful and they just cancelled the order! I have been a long time supporter and am Highly disappointed with the attitude from this high end company. There are cheaper options on line at friendlier sights so do check before you commit to this company!

Absolutely wonderful site to shop. Great fashion resource. Fast shipping!

They sent me a Gucci bag with manufacturing defect and only offered me ridiculous 10% off price adjustment.

Great service and choice of goods, best customer experience

Why is no one investigating this company!! It shocks me how illegal their behaviour is and yet they’re not being shut down. I’ve told bloggers to stop promoting them, told journalists about it, spoke to multiple channels and still they’re selling. It does make me feel a bit better that things I had on my wish list a few years back are still there, so HOPEFULLY everyone has stopped buying from these lying thieves. Positive reviews are fake news!!!

Highest quality and most speedy delivery - such satisfying purchases!

I received a belt from Net-a-Porter that was missing a piece. I returned it in perfect condition, with tracking proof. Despite this, they accused me of returning the wrong item and refused my refund.

This caused me stress and frustration. They are trying to force me to accept a product I don’t want instead of giving my money back. Their returns process is unfair and untrustworthy.

Warning to others: Think twice before ordering – you might lose your money even if you follow their rules

I’m very disappointed with my experience purchasing from Net-a-Porter.
The item I received was not the same as the one shown on your website, and the process of resolving this issue has been frustrating. Once my refund is processed and my money is returned, I will be unsubscribing.

Brilliant products and excellent customer service.

Love, love, love EVERYTHING you sell…..

I paid $25 extra for next day delivery and it came in 2 days. Also the bag I thought I ordered had a textured leather, but this was smooth. I am returning purchase.

Thank you for bringing in such a wide range of great brands. It's always a treat to the eyes, and sometimes even a pleasure to buy.

I queried the sizing conversion of shoes from US to UK via chat with a customer service representative and, as I thought, the information provided on the website is incorrect. In response, I was told the information is an estimate and a returns service is provided. I have never before heard of 'estimate' sizing conversions for shoes - conversions are either correct or incorrect - and all the more extraordinary was the suggestion that a returns service is given for customers who order the wrong size based on the 'estimate' sizing.

A pleasure to buy from. Premier delivery service is very pricey but very good