YOOX NET-A-PORTER GROUP Reviews 438

So far I have taken the initiative every time to come up with a solution. Finally, I returned the T-Shirt at my own expense and it has already been 8 DAYS!!!! to have arrived at the return destination. Isn't it time to refund my money?

Paypal: Case ID:
PP-R-IJV-482403851

0* if possible £700 tied up in clothes somewhere and it's been 2 weeks now.

I have used these before and not had any problems but between yoox and UPS I'm being passed from pillar to post.

Ordered yesterday at 1pm. arrived at my house the following day lovely shirt happy with the purchase lovely shirt, thanks

A zero would be more more fitting ,their customer service is horrendous. contacted Alaa from from yoox not only did they send wrong sizes and I measured the items and sent them their measurement which corresponds to two sizes smaller such a scam . They also keep forgetting items from my shipment twice the same item ! I have yet to resolve my refund , I have yet to have any sort of resolution for 1) missing items twice 2) wrong sizes with correct size staples on !! Such a scam I can’t believe yoox Italian let such people take charge of their customer service . It’s been weeks and I email them every few days and no response !

The prices jump around more than the fleas on a mangy dog. I've just been sent an email saying there is 20% off but when I click on the link I find that the prices have gone up by about 20%!
Con artists.

Customer service at Yoox has no discernible ability to solve issues. 7 weeks ago I received a delivery from their courier but there were 2 items missing from the package. 7 weeks later and I’m being led on a continuous merry dance by Yoox. I keep getting emails that are factually incorrect and they adopt an at arms length approach to solving the matter. Their claims range from the matter is under investigation to the courier never received the original packaging. Copy paste emails typify the response.

Was going well until they blocked my account through their mismanagement. Still awaiting a response despite following up regularly there’s no resolution and no one seems to care. Such a disappointment!

Yoox is one of those experiences you just have to go into knowing there is going to be a huge trade-off for the price - including sacrificing customer service, site user experience, sizing accuracy, and shipping and returns processing times. For these, they are without a doubt the worst, but they would likely not even debate that! This is part of what makes them able to offer such low prices. I have never had a horrendous experience with them, but they are definitely beyond frustrating when you want basic good service. That said, some of my most expensive (based on original price) and favorite pieces have come from Yoox. I primarily buy bags and accessories there, and have picked up some of the most amazing deals on Gucci, Chloe, Dolce and Gabbana, Loro Piana, Givenchy, Tom Ford and more. Clothing is almost always wrong in terms of sizing, and returns are slow but easy and I have always eventually gotten my money back. Be aware that in some countries they force you to pay for express DHL shipping (about $20), so while you will get your item in 2-3 days AFTER it ships, it may take them 2-3 weeks to actually ship it! That said, it's still one of my favorite places to find good deals, and has become somewhat of a fun experience to find nice things.

Shame on Yoox! I did not get my parcel though I was at home waiting for it! It was to be delivered by UPS and this is their usual behaviour!I contacted Yoox and they said it had been delivered and I should ask my neighbours about it which I did. Nobody got it!No note in my mail box stating an attempted delivery as usual! they aslso said a person named Vitor received it! It is not my fault that the messenger is illiterate! I am not Vitor!Now Yoox says I have to go to the pick up point to get it! They also said I should contact UPS to see what can be done? Why me?? It's YOOX that hires UPS even though YOOX knows they are a bunch of incompetent people!!!

A week away from having a baby and 8 months on still no refund. Spoke to someone in customer services and was cut off 6 times. Finally was promised someone would call back and no one did. Absolutely horrendous. Now taking legal action as owed 800 pounds. Never ever buy from this retailer. Matches etc so much better when it comes to customer service.

Bought what turned out to be a wrongly branded product from yoox (sold via a partner). I did not even notice the partner until confirmation of order. The product was marketted as Bottega Veneta and was actually by a no name brand.
Returns to the partner was under own cost so contacted yoox via message and messanger several times and I keep getting the same answer 'the relevant department will get in touch' for over a month. Conveniently you cannot reach yoox by phone, so there is no way to actually speak to a human and get any response. Took over one month to get an answer telling me to contact the partner.
The partner was apologetic and sent us the return label eventually, arguing the fault was at yoox wrongly classifying the product. No apology from yoox. Dissapointing :(

EDIT: I did eventually receive my refund. It took over 6 weeks to get it sorted. Still standing by what I said about my experience.
Terrible customer service. I have returned my order a month ago via their chosen courier UPS. It's gone. Both blowing me off and no refund so I am at loss £46. Avoid.

Placed an order 16/2 with Stone Island on-line (or so I thought). £273 taken from my account. I checked status of the order on 21/2 as I hadn't had a dispatch notification. Order status showed 'cancelled'. No email. No form of notification. No reason. Just cancelled. I called that day (21/2) to find out what was going on. I was informed there was no stock, thus order cancelled. I instructed them to refund me immediately, in light of the fact my order had been cancelled and they had had my money for 5 days already. I was informed that it might take 'a couple of days' for my refund. 3 days passed. Still no refund!!! Called again 25/2 and told 'refund might take a couple of days' again!!! At this point, I opended a paypal case. My refund has just been made (27/2) by Yoox Net-A-Porter, and I'm convinced that it is only beacause I asked Paypal to intervine. Disgusting. Transpires that Stone Island - a multi-million pound company - are actually managed by Yoox. These clowns are the distributer for Stone Island, and I pressume it is Yoox Customer Service representatives I have been dealing with. In order to protect your brand reputation, Stone Island, i'd suggest binning this lot off, immediately. It's a shambles and a shameful state of afairs. Get a grip, Yoox.

I have not been able to receive my parcel which was crushed before arriving to me. Despite having immediately flagged this, and both myself and the courier having sent pictures documenting the issue, and DAILY follow ups by phone/ email/ chat had no response from yoox in 14 days (but one automatic email and a 2 inconclusive chats). More than poor customer service this is fraud as I have been charged at the moment of the order 3 weeks ago. Needless to say, when I call, the line happens to “drop” and also the chat “crushes” quite frequently. If this is not deliberate avoidance to deal with a claim, it shows a very low level of technology reliability for what was once a bluechip digital company. I can totally relate with the many frustrated comments I see increasingly popping up on trustpilot.

I received an empty package (items got lost under transportation) and yoox denies to refund.
I will hire a layer for the investigation.

Update:
After a layer contacted Yoox, I got my refund back - just after 1 day! :)

Received my new Jacket
Still had the security Tag on
Contacted Yoox
“Told me to take it to any shop for them to remove it”
Appalling customer service

Be very careful with sales and discounts on Yoox!
When you put the item in your shopping bag the price goes up instead of down. I contacted customer service with screenshots as proof and they say: oh but that was a discount from Black friday that has expired...While it's still on the website now!!! When you are buying in a shop, the shop is obligated to sell you the item for the price on the price tag, but not at YOOX! They rip you off without shame!

I have shopped yoox for years , I am even considered a "yoox insider customer" working with yoox to better the buyers experience. I can tell you as of today this company has THE WORST customer service I have ever experienced. Do not expect customer service to help or resolve a problem in any way they will give you poor excuses and explanations over and over , I asked to speak with management 5 TIMES!!! I was never able to communicate my issue with them as I was told no managers where available at the time. If you shop at yoox remember they have horrible customer service.

purchased a dress in XS but received XL from Yoox, and appalling customer care, they think it would cost just around £20 to alter from XL to XS in London, no knowledge on how many hours would take for that amount of work, unhelpful, unprofessional and lack common sense. Customer care do not care and no follow up, obviously their ceo don’t care to start with

This site is legit. Very happy and will use again.