YOOX NET-A-PORTER GROUP Reviews 438

I returned a pair of €750 Gucci sandals to Net-A-Porter website, part of this group — they were only tried on once indoors on a carpeted surface, never worn outside, and returned exactly as received. Despite this, Net-A-Porter refused the refund, claiming the item was “damaged,” without providing proof or accepting mine.

Worse, they don't return the item, they keep and make you arrange the sipping yourself

From the same order, I also returned a dress — instead of refunding it, they simply sent the exact same dress in the same size back to me with no explanation.

I provided witness statements, chat transcripts, and photographic evidence to prove the condition of the items, yet they ignored it all.

After searching online, I discovered other customers who’ve had very similar experiences — refund refusals based on vague or unfounded claims of wear or damage. This appears to be a systematic practice.

I’ve filed formal complaints with consumer protection authorities in Portugal, the EU, and the UK, and I encourage others to do the same.

Very disappointing from a company that presents itself as a luxury retailer. If you’re thinking of shopping here — be warned: you may not get your money back.

NEVER buy from here , they claim I have worn the shoes and refuse a refund. I don't know how they can run a business this way

A company that foolishly believes it can escape scrutiny and censure by a crude and shortsighted tactic of silence and avoidance - one wonders what their shareholders think of their woeful lack of leadership and disingenuous behaviour - eventually their abysmal reputation is slowly catching up with them - one can safely predict that with a reputation like this, their share price will tumble and their toxic management culture and the board members who do nothing to change it yet still receive bloated salaries and share options, will be culled.
It’s merely a matter of time.

THEY ARE THE REASON NOT TO ORDER MONTBLANC! They are engaging in bait-and-switch on Montblanc orders.. You order one kind of refill, you get another. I AM NOT SURPRISED TO DISCOVER THEY ARE ITALIAN.

Wildly inadequate customer service process and complete lack of accountability from them for defective merchandise. There are many choices when it comes to luxury retailers and I strongly recommend choosing a different one.

Been their costumer last 10 years,I believe these is the first time that i returned an item, looks like the parcel is lost or stolen
EXTREMLY POOR SERVICE FROM YOOX
I open a case with PayPal no updates been sent
These businesses is run by people who don’t care about costumers satisfaction
looks like I lost 300£ because of their incompetence
40 days since i returned the parcel I am still waiting for refund
AVOID AVOID AVOID
I will keep writing reviews until I get my money back

Worst experience ever. They sent me the wrong item. wrong boots+wrong size. I returned the package, thay received 3 weeks ago and still waiting for my refund.
What is wrong with this people.

7th Feb - order shoes from Yoox

13th Feb - I am advised that my parcel has been delivered to a collection point. Spend an hour at collection point whilst shoes are searched for my various members of staff. I call Yoox and UPS to advise that my parcel wasn't there and that I had been given a parcel for a Louise Marsden of 264 Upper Street...twice!
I also re iterated the same information in an email.

I am advised by UPS during my call that sometimes tracking can say that a parcel has arrived when it hasn't, and that I should go back to Budgens the next day after 11am.

14th Feb - I am advised by Yoox in an email that according to UPS tracking information that the package is at Budgens.

I return to Budgens to be advised that the parcel is still not there.

I call Yoox to advise them that the parcel is not there and I am advised that an enquiry will be opened that can take up to 10 working days.

Feb 19th - I receive an email from Yoox advising me that my parcel was delivered to Budgens on the 14th of February and is ready for collection.
I reply saying that I have already tried twice to collect the parcel and have been advised that it is not there.
I request that I am either refunded of that Yoox arrange for UPS to collect the parcel and deliver it to my home address.
This request is ignored and I am then told via email that the package will be available to be collected from Budgens on Friday 21st February.

21st February- I return to Budgens. As suspected there are no shoes there.
I call Yoox who advise they will get someone to call me back. No one calls me back.
I request via email Yoox official complaints procedure. This request is ignored.

23rd Feb - I receive an email from Yoox advising they are forwarding my email on to customer services.

25th Feb - I email Yoox asking for the status of my investigation, as I was told on the 14th Feb that an investigation would be opened. I again ask for the complaints procedure. Again this is ignored.

I call UPS asking them to investigate what is happening.

26th Feb - Yoox email me advising that they have opened an investigation on the 25th February despite telling me on the 14th February that they were opening one. I suspect it it UPS that have been the driving force behind the investigation, NOT Yoox.

10th March - I am still £500 down without any shoes due to no fault of my own. I will now have to proceed with contacting the appropriate ombudsman in an attempt to recoup my money. Very very dissapointing especially as these were meant to be shoes for my wedding.

I like the types of clothing and accessories that are available to buy from this shop

Job Opportunity at YOOX Net-a-Porter Group Scam!

On Sunday - 16/02/2025, I saw a job advert pop up online and after filling out the short application form, I was first contacted by one Bernadette ( last name undisclosed from 078 7622 9813 - name showing on my screen was Jordin Araceli) claiming to be the Recruiting Manager at YOOX. After that, Mr Jack (last name undisclosed from 07899 079 504) texted me on WhatsApp claiming to be the Training Instructor at YOOX. After 2 days of communicating with him (what he calls training me...) via WhatsApp as he refused to provide any other contact details, I realised this was a scam and a complete waste of my time.

I am happy to share/forward all the screenshots of my communications/transactions with them on WhatsApp and on fruugoduo.com if required.

fruugoduo.com is their preferred website for the so called "training and work".

I just thought to share this here for the benefits of anyone out there looking to supplement their income.

Please be vigiliant.

Kind regards,
QC

Fast shipping designer stock delivered to your door at crazy prices! Is in USD so you need to consider the currency conversion. Size calculator which consists of height, weight, body shape and it’s accurate! I’ve ordered a few occasion gowns quality is high sizing good. Also purchased corporate wear. Easy return process. Highly recommended.

This company is suck sorry I use not nice words . I was purchase 4 times iterm on this wed and they all canceled my order event I pay with my credit or debit card and when I came back to reorder my iterm was sold out . I called them and ask they only said sorry . Hello what is going on here . I pay with my debit card and srill canceled my order oh so maybe I need to pay cash lol. Not good company event I don’t know this is 100% real
Or fake product too. Don’t buy from this company

Don't be sucked in by the prices. If you ever want to return something that doesn't fit etc you end up paying almost half of cost of the item in returns!
I bought a dress for $128 with shipping and only had $72 returned thats $56 down the drain. Will never return

Returns 0512877E24ARBR; 12128U7H24ARBR; 0512876E24ARBR:

If you return the products by a courier other than them, they don't give you any money back!! I sent it by DHL, in the correct way
(I paid for the shipping and the very high import rates) and on their website it says that you can send it by any other mail and at your own cost; so they should have returned it to me without any problems.

Terrible . They told me my return was not in the box I shipped to them. I have paid for a jacket I sent back to them using there return shipping label. What a terrible company. I will NEVER buy from them again. AVOID.

They do not stand by products. Purchased a very expensive bag from a high quality company that turned out to be faulty and YOOX is refusing to refund/replace or anything. This is beyond BAD service. They will also just ignore your emails/calls.

I’m honestly beyond frustrated with The Outnet and their handling of my recent order. It’s been a full month, and my order was *lost* by UPS, yet I’ve received absolutely no resolution or compensation. All I've gotten from The Outnet is generic, cookie-cutter responses that provide no actual solution.

After multiple follow-ups, they’ve given me the runaround, constantly telling me they’re "looking into it" or that I need to wait for UPS to resolve the issue. But there’s been no proactive effort on their end to escalate things, and I’m still out the money I paid for my order.

I understand delays happen, but this lack of accountability and communication is just unacceptable for a retailer of this caliber. It’s like they’ve completely abandoned any sense of responsibility once the order leaves their warehouse. I’ve emailed them multiple times with no concrete answers, and each response feels more like a brush-off than an actual attempt to help.

It’s been a full month, and I’m still waiting for my money back, with zero urgency or empathy from their customer service team. I used to love shopping on The Outnet, but after this, I’m seriously reconsidering ever buying from them again.

I had called UPS and they even said that sometimes their drivers drive off with big boxes as they have knowledge of "expensive" retailers. Because I live so close to the Swiss/German border, UPS doesnt even use UPS vehicles to deliver. Its like they hire white vans to deliver UPS packages so they just drive off with the goods and never return. The fact that UPS is telling me this and The outnet is telling me they have alot of issues of this kind but they continue to use them?
My order was about 2500 EUROS and there is no sign i will get my money anytime soon.

If you're considering making a purchase, just know you could be dealing with lost packages and months of frustrating back-and-forth with zero resolution. Absolutely unacceptable.

HIGHWAY ROBBERY
An order containing two pair of boots, one pair which didn't fit, one pair which was damaged on the inside, was returned to YOOX on Nov. 15, 2024. They allege a turn around time for refunds between 3-5 business days.

Nevertheless, a full month later, YOOX has failed to provide me with a refund. I have screenshots indicating that the boots were inspected and accepted for return, I even have a screenshot that they were refunded. THAT IS A LIE.

Regarding this matter, I have called Customer Service on three separate occasions, emailed them twice. Each time they promise to investigate, each time they fail to offer any resolution.

The last response I received from them indicated that the amount, a whopping $298.07, had been refunded. THAT IS A LIE. It never happened.

As a long time customer of over 12 years, I am totally outraged. Needless to say, they have lost my business FOREVER. Reports to the Attorney Generals of those states that they operate in are forthcoming. These people are CROOKS.

We shared our bad experience with the 'new' Yoox refund process some time ago and thought we share an update.
After starting a dispute procedure with Amex (best credit card company there is, from our view), Amex earmarked the whole payment we had made, not just the missing 40 quid.
Surprise, surprise - shortly after Yoox finally reacted, telling us in a rather rich manner that the item has never reached the warehouse, but that they will refund the 40 quid on an exceptional basis this time only!
WHAT?????
Needless to say we sent both items, but SURELY Yoox has a process if and when items get lost or stolen or misplaced - other than customer pays the fallout?!?!
Even Vinted has such a process, let alone the fact that this is part of customer' statutory right in the UK since Yoox control the return process.
Also SURELY ours was not the very first item ever that got lost or misplaced or stolen - what did Yoox do the other customers?!
We've asked Yoox now to explain their procedure since they MUST have one and how they expect the customer to prove dispatch (photos, copy of the pro-forma customs invoice etc.). And, we're considering to report to the UK Trading Standards Board - wouldn't be the first time Yoox's practices are not in line with regulations, the regulator in Italy AGCM, they put a press release 2023/13/PS11852 highlighting this.
Not, that we have nothing else to do. But if everybody always stays silent, who is ever going to ensure these companies act in a fair and transparent and appropriate manner?
Anyways, do not pay on Yoox with anything else other than a credit card. CC providers are legally required to help you out against unfair tactics from retailers.
Just to mention, the Yoox Money scheme won't help you, Yoox is not a bank or CC company, thus not regulated, it's just a FinTech service. If the stuff hits the fan - your're on your own.

Lovely armani flupflops came in a week definitely buy off you again and half the price