YOOX NET-A-PORTER GROUP Reviews 438

I read the reviews after making a purchase and nearly cancelled my order but so glad I didn’t. I bought 2 items and they were sent from Italy. 4 days from order to door and I had notifications every step of the way. Can’t comment on others but my experience was spot on.

This is a despicable company, based on lies, false and misleading information, untrustworthy delivery and return processes, including the pro forma invoice and return tracking numbers, system.
Them, UPS and PJ News 6 Sandhurst Parade London SE6 1DH, has between them, stolen £525 worth of goods since August, that has left me in disarray about what to do to get my money refunded.
Purchase from Yoox Net a Porter, IT at your peril! The worse shopping experience ever.

Know that they will twist a situation around to deflect responsibility. I bought a listed size 8 pair of sneakers, which is EU size 38. They sent size 40, but kept on saying they sent the right size after I sent them photos of the item received being size 40.

They claim it’s final sale, but final sale doesn’t mean they can send whatever they want and claim it’s the product they advertised to have sold.

I wonder if there’s a lot more of this type of cases out there with YOOX and want any potential buyers to take note.

They sent me a tshirt in the same order that was the same brand but wrong color.

I used to buy a lot from YOOX, but ever since net-a-porter bought them, it’s been down hill in so many ways.

These days they just made up “alternative facts.” You decide what that means.

They will try to again reply with a message saying they resolved this matter via email when all they keep on emailing is the same message that says they didn’t make a mistake when no matter how they continue to falsify reality, size 40 is not the size 8 women’s shoes they claim to have sold me. Their own webisite's sizing guide for shoes doesn't even support their claim.

BUYER BEWARE!

Do not order they will lie and say they ship when the price changes and send the wrong size items and will not exchange they never admit fault for anything they do lie and say your talking to a supervisor and it's the same representative THEY CUSTOMER SERVICE IS HORRIBLE, DO NOT ORder they are fraud. STICK TO FARFETCH.

The package 1Z0V5V059197557678 was never exported because it did not have an invoice and was delivered back with tracking 1Z0V5V059107030913 to the following access point:

A & A NEWS

PRINCESS ROAD 245
M14 7LT MOSS SIDE
UNITED KINGDOM

Attached is the copy of the Return Proforma Invoice. The return label will be sent to you within 24-48 hours.

I have returned this package back TWICE, following return instructions to the letter and adding 3x copies of the proforma. Now they tell me the item is still in Manchester and I must retrieve it and send it back a third time. I have no idea if this is true, I cannot believe it would be sitting at a collection point for weeks. I want a full refund as none of this is my responsibility and of course, they won't pay up.

Do Not Shop With These Charlatans !!!

I would give zero stars if I could . I had ordered in May a pair of hogan shoes and I would pay it cash on delivery. I received a wrong pair of shoes and the return label had another customer name on it … I contacted them and they advised me to return it. In the meantime I got the correct product which I PAID AGAIN with cash for a second time.
I have contacted them via e mail dozens of times and their final answer two days ago was that they cannot refund me because my order was not cash on delivery!
They are scammers and totally unprofessional
Next step ; my lawer will take care of the issue

It seems like the good standards once set by YOOX are no more.
My last order took 2 weeks to arrive, 4-7 days was stated at the time of ordering.
Of course I wrote to enquire and although the word “sorry” was used on each occasion - it felt like normal.
There were 2 items that eventually arrived in 1 box, one was a YOOX own brand pair of boots.

Disappointed, I purchased a pair of shoe in size 40, they delivered size 45. Seems they don’t even check the items before it goes out to deliver.

'd like to describe the shocking and outrages situations that I've been experiencing from yoox customer service from the last 8 days.
I've made my purchase 22.09. there were only 5 items. Because after couple of days there were no update on what's going on, I contacted yoox cust service on messenger.
The person named JAYZ checked what's going on with the parcel and assured me that it will be shipped the next business day (it was to be Friday). I emphasised that it's crucial for me to get the confirmed information as I was to leave on the next Tuesday. Jayz told me 2 that I can be sure that the parcel would arrive on Monday.
It was the first red flag for me cause I knew that UPS doesn't work on weekends. I asked Jayz three times in the conversation how do they estimate it if the parcel is not even shipped yet, is to be shipped on Friday and UPS never works on weekends and the parcel would be in transit for at least 4 days.
Jayz ensured me that they checked it and the parcel will be with me on Monday.
Guess what...
They never shipped my parcel on Friday, so I contacted another agents and went to ...
They apologized for Jayz's lack of professionalism and LIED ME again that my parcel is already shipped. I told this person (name RAY) that if they claim that it's shipped then I want to receive the tracking numer cause it's crucial for me as I'm leaving and someone has to take my parcel on my behalf. This liar, cause I don;t even know how to name this person, claimed that they don't have shipping label as it only woul be seen when the parcel arrives to my country. I become angry as hell cause I've made multiple purchases on yoox and I know very well it's a lie. I even pasted the screenshot from their policy which says that the customer can track the parcel from the moment that the label is generated and even before it's even shipped. I asked again if they can confirm that the parcel is shipped as the status was "in preparation". And this liar lied me again. I insisted on the shipping label that why this liar asked me to wait for another agent. Another agent - LAWRENCE - came on the next business day and confirmed that my parcel is shipped. It was another day when the status was "in preparation". The rage that I felt was indescribable. I asked again for the shipping label and then this person changed their mind and told me that my parcel indeed wasn't shipped as the shipping label is not there.

At the same time this horrible customer service left me on chat and forced me to be connected with another agent that was not familiarised with the case and I had to paste screenshots and descibe the situation all over again!!!
What's more- they told me to wait on the email from customer service couple of times. I only got one email from customer service and you won;t believe what they say - they offered me FREE SHIPPING CODE FOR ANOTHER PURCHASE!!!! when after I've made this particular purchase I immediatly got the FREE SHIPPING CODE FOR ANOTHER 10 SHIPPINGS.
I've sent multiple emails to cust service- they never replied. I still don't have my parcel as UPS lost it somewhere in transit and yesterday I spent half of a day taling with yoox cust service that I don;t want this f****g parcel anymore. Guess what they told me - to wait for the email.
As yoox is located in EU i"m going to write as many claims as I can.
I plan to sue this store and report all possible inspections (including from the employment office), maybe then they will start taking people seriously.
I will add at the end that I have proposed a solution to this situation twice, which satisfies me (a normal discount code and no fee for returning the package - due to its terrible delay), but of course the store decided to scold me.
So yoox - wait for appropriate legal steps.
If anybody is interested - I have all the screenshots from converstation to proove eveything I described above.

Worst Company Ever, please do not purchase from this retailer.
Order placed over 5 days ago, still waiting for despatch and tracking information as order is in prepared status, order cancellation request refused by Rhea Grace and manager Ivana. To date multiple calls made and 1 hour chat discussion and still do not know when I will receive my order for 150 GBP item.

Horrible !! I can’t voice enough how bad this company is. This is not the first time that they are holding back my refund. I sent an item back and they received it eight days ago. I called two times and asked about refund. The customer service is so bad , beyond anything you could expect. Hardly speaking English !! Hard to understand very robotic answers to my questions. They obviously learnt how to be repetitive but avoiding at all costs how to actually answer the question. Frustrating dealing with them and frustrating shopping on this site. This is very honest review coming from someone who shopped with YOOX since 2010! That changed . For worse !! Be aware of this scam company!!!!

Scam. Dont buy anything in this "store". Cheating, cheating, cheating peace off s**t

I would give Zero stars, but not an option!! Please read the reviews !!! As having used Yoox net a porter once never ever again. I ordered a pair of Aldo Castagna shoes £95 GBP, sent from Italy. They arrived, quality poor, I tried on one shoe the fit was not right, so I packaged them up took to UPS drop off as directed, shoes got returned to me, I requested a courier to collect from home I followed the instructions by Yoox customer service in completing the 3 x customs forms , the shoes got returned again on 2 occasions. I then paid £20 GBP for the shoes to be returned to Yoox Italy via Royal Mail by using the tracker the item cleared Italian customs to be rejected by Yoox. The company is so unprofessional, the returns process is a joke. I have never left feedback before for a company, but this experience has been the worst I have ever encountered and I’m out of pocket due to the awful process of the returns. I am waiting to hear from Yoox on the reason for return as the box past customs, I tried one shoe, cheap looking product and I paid for the return myself!! PLEASE DO NOT USE.

I have been a private client of YOOX for some time now. On August 23, 2024, I ordered Santoni Boots (432 Euro) on this platform (Order No.: 2308Y87F124146). The delivery was made via UPS on August 28, 2024 (Sender: STZ Group d.o.o., Ljubljanska cesta 3, 6000 - Koper - Slovenia, Phone: +386 59 098 613, there was no return label in the parcel). Unfortunately, these boots were much too big for me, so I wanted to initiate the return with a refund via my YOOX account. To my surprise, I realised that this was not possible via YOOX. The STZ Group is not a directly associated company of YOOX, so I had to contact the STZ Group directly by Email in order to receive a return label. I then received a reply from a Sara (STZ Group, written in capital letters): „RETURN SHIPPING COSTS ARE YOUR RESPONSIBILITY“... that's why I don't get a return label. I also received a negative response to my repeated request for a return label with advice for a refund 432 Euro minus return costs in total. In the end, I sent the parcel back to Slovenia today with a specially written return label (costs: 19.49 Euro).

I have never experienced such unprofessional and unfriendly dealing with customers, and I am very surprised that YOOX co-operates with such providers like the STZ Group. It was not the first time for me that I had to contact associated companies of YOOX directly about a return, each time I received a return label via Email. What is the problem for a company to deduct the return costs from the purchase price as part of a refund?

I will never order anything from YOOX again, especially not from the STZ Group from Slovenia! One star for the rating because otherwise this rating cannot be uploaded.

I.S. (Germany)

My parcel arrived damaged and an item was missing. I raised this with yoox who then opened an investigation with UPS on 6/7/24. UPS have completed their investigation and accepted liability on 18/7/24. YOOX customer service are clueless and 2 months later I still have no refund. This company used to be great but their outsourced customer service will drive it into the ground. Ridiculous.

The order (burberry bag) was made on Yoox and returned in the same box as I have received, the box was never even opened! I have spend 31 calls (45 min each!) with customer service of YOOX over the past 5 months. This has been the worst experience ever and I will never buy anything on the internet any more.

Datum van ervaring: 22 april 2024

The worst shopping experience from any online retailer. The couriers know that this company is non responsive, so goods are missing frequently & u can't contact either the courier or retailer, if u do manage to get a response, they'll blame each other & nothing ever gets resolved.

I made and order last week and still have not gotten a confirmation number but they took my money

Ordered some Birkenstock Arizona's in black oiled…

Ordered some Birkenstock Arizona's in black oiled leather. After light use, and never in rain, the black dye of the leather has started to turn green. Have three other pairs in different colours, all have been stored in the same place and the others are fine, so I believe it's an issue with how the black oiled leather ones have been dyed. Have only had for one year, tried contacting customer service who said they won't replace and for me to use leather cream on them, which I have, and they are still green.

Don't order from this company thinking you are buying quality items because of the higher price tag. They don't look after their customers.

Ordered a pair of Aquazzura shoes from Net-a-porter that broke after 3 hours of wearing. Lodged a warranty claim with them and they assured me somebody will get in touch. Two weeks later, nothing.

I started legal proceedings against this joke of a company and hopefully they will receive a big enough fine from the Italian consumer protection agency so they'll think twice before treating clients like this in the future.