YOOX NET-A-PORTER GROUP Reviews 438

I used to shop with YOOX and they were a good company. A month ago I returned part of an order I placed with them. Everything they ask you do to return items was done including attaching three pro forma invoices in a plastic folder to the outside of the box. Two days later I received an email from them saying I hadn’t done this and asked me to send a scanned copy to them which I did. Since then I have been tracking the parcel but it seemed to be stuck at a UPS dept awaiting the forms. Yoox said they sent the scanned forms to customs two weeks ago. Today I received an email to say the box was being returned to me because the sender was refusing it because no pro forma invoice was attached. I called YOOX, spoke to a really unhelpful girl who said it’s out of their control and I had to call UPS. The box is coming back to me and I have to start the whole process again. Worse still I returned some boots to them last week and again I have another email to say the pro forma invoice wasn’t attached when it was, and, I sent copies to Yoox. DO NOT ORDER FROM THIS COMPANY. They are an absolute disgrace

The prices are good but the customer service is outsourced to the Philippines or somewhere and is beyond horrible. They have zero power to help you. I ordered and paid for 2 day shipping. 11 days later…after being reassured multiple times that they would have it to me in time for my big event, they cancelled it.
Only buy things from them that you can wait a MONTH to receive.

DO NOT order from net a porter. After 2 months I haven't received a refund and they are ignoring emails. I was told to DM on insta and that too has been ignored.

Useless!! Didn’t send confirmation of purchase told me there was a glitch and order didn’t go through and to contact my payment method to get money back, then the order arrived anyway I wanted to make a return but couldn’t as they needed order number which they never sent me and they couldn’t locate. After months of going back and forth I can finally return goods but they have sent me a return slip stating about half the money paid. They say they cannot return VAT however even with VAT deducted I should be getting more back then they are giving me! Not to mention the ridiculous process of returning goods and the very poor customer service which doesn’t understand anything I say!

THE WORST COMPANY EVER......THEY SEND ME USED SHOES FOR THE THIRTH TIME.....I WROTE TO THEM AND SEND PICTURES.......THE TOLD ME SEND IT BACK TO US AND WE WILL REFUND YOU.....SO I SEND THEM BACK AND THEY TOLD ME THEY WONT REFUND ME AND I HAVE TO PAY TO GET THE USED SHOES THAT I HAVE PAID FOR SEND BACK TO ME.......IF THIS IS NOR AN ABSURD I DONT KNOW WHAT IS....I AM TALKING ABOUT YOOX

Terrible service - the returns policy is flawed so if you do decide to return an item forget getting a refund.
The process they ask you to follow doesn’t get your return through customs.
I won’t be using them again.

I returned my item 06/07/22 ( almost 5 weeks ago) and it is still in carpi UPS warehouse , since 27/07. This is an unacceptable timeframe for a return.

I have called customer service 3 times who just explain “sorry please wait “.

I have also contacted customer service by email. They tell me sorry the return is still in the UPS warehouse , and …

“You will receive a confirmation email as soon as your return has been processed and the refund requested. It may take up to 7 working days from the delivery date at our warehouse.

The credit should appear in your PayPal account within 24 hours from the receipt of our confirmation email.”

To continuously repeat back to me what is on the tracking documentation is certainly not good customer service, I am afraid. I would like to know why my return is taking so long and I would like my refund as soon as possible , please !

This is not what should be expected from an international company .

YOOX used to be absolutely amazing but in the last few years their after sales service has plummeted, which is worrying on many levels.

Please contact me to let me know how long my refund will be .

Kind regards

Update- 15/08 - Returned item still not refunded after 6 weeks.

I have made numerous phone calls to YOOX and the tracked box is still in the Carpi warehouse with UPS.

Every time I have contacted YOOX I am told kindly that I will be updated but nothing happens. Their UPS investigation was supposed to take up to 8 working days but it has been much longer than that.

UPS assure me that YOOX need to take action and that I can’t do anything about it. It just goes round in stressful circles.

My next step is to contact PayPal and raise a dispute.

————————

Quite honestly one of the worst companies I’ve ever had to deal with. I have been awaiting a refund for a faulty item for 6 weeks now and still no sign of it. I sent the item back on the 16th of June and after 3 weeks it got delivered back to me yet Yoox were adamant it was in the warehouse??? That’s funny because it was in my hand!!!! Only thing they could do was give me another return label. Great another 3 weeks is to begin… sent it back a second time and after a loooonnngggg wait it got back to them. In the meantime I had called up to advise the bank card I used to pay for the item was no longer active and I had closed the bank account so needed to be refunded in a different way. I also called and advised them of this again once the parcel had been confirmed as delivered. They told me I needed to wait for the return confirmation email to be able to change this. The day I received said email I called up as instructed to change the refund - low and behold I can’t do that as it’s already been processed!?!?!? YOU told me to wait for the confirmation email??? I’m writing this as I’ve just called them yet again this morning to chase up the ‘proof of refund email’ that I have been waiting a week for. I was put on hold and got cut off - called back, no option to transfer me back to the person I spoke to earlier so I’ve now had to explain the whole thing again to someone else. May I also add with respect, that it is very difficult to speak to someone about a messy issue when there is a language barrier. Every time I’ve got off the phone or had an email from this company I’m frustrated !!! I can’t wait to have my money back and not have to deal with them again!

Charged me $41 USD for returning a purchase half an hour after purchase when their return policy stated $15. Apparently you pay return shipping which wasn’t mentioned. Only in their purchase policy. What a scam

AVOID!!!
I have written before about how appalling The Outnet has become.
I ordered a pair of trainers from Chloe e Store. They were not suitable and I returned them.
It transpires they came from the dreaded YOOX-NET-A-PORTER-THE OUTNET company. Needless to say I am now listening to lies around the return from Chloe on behalf of their business partner.
You see shoppers stating "this company should be investigated", in this case it is true and well overdue!!
Fortunately I paid with PP and a CC so will be able to escalate my complaint.
Easiest and best course of action, AVOID!!!

I received a Gucci trainers as a birthday gift and after wearing it only two times it became all scratched and misformed. I have informed them immediately and they argued that the item was used therefore nothing can be done, as if a €600 trainers is a disposable thing! After weeks of many emails and calls I was promised to get a refund back once I return the item. After several more weeks that they received it back I was informed that they cannot issue refund and it will be sent back to me. Finally I managed to get my refund back after exhausting months. Their customer service and after sales service is the worst I’ve ever encountered. Would never buy again from this company and would suggest to anyone to do the same!

I placed a order like I always do ever month or two. And they decided to cancel my order don't know why. Never had an issue before. Very unprofessional. After I spent 1,000 dollars total with this company

Shockingly bad! Both Outnet and Yoox have terrible customer service. Their returns process is shockingly bad. I order from other EU companies and don't have the same problems. They just say they are "doing an investigation" when you call.

This is an absolutely awful company to deal with. Stay away from them. It has taken me over 3 months to get a refund on returned goods. They are so difficult to deal with. I’ve been a customer of theirs for over 5 years and their customer service has just dropped off a cliff. They do not care. Deal with them at your own peril. Disgusting service.

AVOID!!! FAKE GOODS!
Ordered a Montblanc ring which arrived LATE and when it did arrive, it was packaged like something you would buy from Alibaba.com! No box no papers to confirm authenticity and even the invoice makes NO mention of the make/designer.
Emailed Yoox 3 times to enquire and received one reply asking for pictures??? Pictures of WHAT? No box? No papers?
AVOID!!!

Only wish I had taken the time to read the reviews first, a shocking, horrible, super-bad, exhausting experience dealing with this company, it shouldn`t exist. As is mentioned in most of the reviews, if a negative star was available it would be used

Horrible experience with the customer service AGAIN! I am not able to pay by credit card when ordering through YOOX app, contacted customer service. I got only directions from different agents what to do and promise they will get back to me. I did everything they've asked me to, but nothing has changed. Asked for feedback from them, and only got reply after my second email, with ofcourse another useless advice. So, they did absolutely nothing to resolve the issue. The most that irritated me was ignoring my email. How disrespectful...

1. March 17th, 2020 -Ordered from Outnet (Net-a-Porter owned) and received a completely different shirt Order (0903ZB7SW2001H). Told the blouse I ordered never was actually in stock. Weeks to refund shipping and item. Had to contact multiple times.
2. Dec 2020- Wanted to purchase gift card for friend for Mr. Porter (Net-a-Porter owned). Doesn’t offer gift card so ordered small item in gift box to place money inside so instead (order 2112ZHQ2T2021J) Called to make sure I could get gift box and paid for same day delivery so it would arrive for Christmas. Didn’t arrive and when arrived the next day came without gift box. Had to contact multiple times for shipping refund and was told several times a gift box would be sent and it wasn’t.
3. Sept 2021-ordered a pair of expensive leather trousers from Outnet (order number 0209Z612I2101H) I couldn’t log into the website to return the item so put the label on the box and returned to DHL shop which aren’t convenient. I then received an email on October 1st indicating the item was being sent back to me. I emailed stating I didn't want the item as I returned it and had no reply to two separate emails. Eventually, I was told the item was coming and to refuse delivery. I was out of the country and it was an expensive item that required a signature but it was still delivered. The same pair of trousers were redelivered. I had to wait at home for 3 hours to have the item collected again. When someone finally contacted me I was told this happens all the time- ie a returned item is exchanged as it is default for Net-a-Porter and subsidiaries.
4. Oct 2021- ordered bodysuit (order 2110Z3CI02121M)- paid for next day shipping with a window for delivery. Didn’t arrive. Called multiple times and was told it was coming the next day- would receive a text stating this was occurring so I waited at home multiple days to await the item during the specified times. It never arrived. After multiple times, called again and was told the item had never actually been in stock and the order was a “ghost” order and was never going to be delivered. Eventually placed a new order and it arrived. Kept being promised call backs from manager within a specified time frame and didn’t occur. Additionally, asked for the redelivery to be either in the AM or PM so I didn’t have to wait all day. Said this couldn’t be done despite the service being offered and this was the service I originally paid for.
5. March 2021- (Order 2303ZP32Z2221M)- ordered a size 4 dress. It was too small. The dress was sold out except for this size. I followed the return process online and selected too small as the reason for the exchange. I’ve since been told if you select reason for return as too small it automatically changes to an exchange. I’m not sure how customers would catch this having clicked return to begin with. Over a week later received size 14 in the post-no email indicating it was coming. Had no idea why. Emailed CS and told it was my fault for requesting an exchange. I explained I had not but if I had a size 14 wouldn’t be an exchange for a 4. I had been checking the website daily as I was hoping to get an 8 and the other sizes were sold out. There is no option to be emailed when your desired size comes back into stock like other websites have. I had placed an ordered for an 8 in between returning the 4 and getting the 14 so I’m unsure why the dress wasn’t exchanged for an 8. I asked multiple times to raise a complaint as my experience on multiple occasions was poor. Was told it was not possible to raise a complaint and have the issue investigated. Instead, you simply get emails back stating “sorry for the inconvenience and your feedback will be passed on.” Took numerous emails to get an apology for having the item sent back to me. Until then was told it was my fault for initiating the exchanged. At this point didn’t want to get the size 8 due to poor service. Tried to return online only to have the return button greyed out and unable to return. Have returned with the label instead and told CS but won’t be surprised if it comes back in a few weeks time.
Based on the other reviews this seems like pretty standard CS for Net-a-Porter. I’m shocked as it is a premium platform.
----------------------
Update- had a call from CS. They were very nice and obviously not the reason for the failings above. Only one refund had been given for the size 14 (despite arriving back with the 8) so while on the phone she pushed it through which was great. However, received an email this morning stating a refund of £0 for a £350 dress. At this point this seems fraudulent. I've emailed to find out what happened but what if I hadn't noticed. Was offered 15% off my next purchase. I already had a 15% off coupon so this hasn't made up in any way for my experience.
--
Update- refund for one dress but not for other. 1 Month to chase again!!!!

If I could give zero stars…I would. Literally the WORST customer service I’ve ever encountered.

I placed an order for a wallet/pen set and a Fear of God long sleeve. It was a birthday gift. I placed the order Monday night, expecting to receive by Friday at the latest. The tracking kept pushing the arrival back and I was getting antsy because I needed it before I left. Realizing it wouldn’t get there in time, I asked customer service what to do and they eventually told me they can change the address so that it goes to the gift receiver directly. I was told they reached out to UPS and the address was changed and the customer service rep hung up on me immediately after that. I assumed she did what she said and thought nothing of it.

Two or three days later the tracking said it was out for delivery in a completely different state. I got concerned and called Mr Porter. They told me to call UPS. UPS said that no one ever called them regarding my packages and the address was NEVER changed. At this point they changed it for me themselves and I received my package 5 days late.

The package came in completely broken boxes that were barely holding up. When I opened the items, one was not even in a Mr Porter box the way they usually come with nice packaging. It was literally just a Mont Blanc box tossed into the shipping box. So tasteless and embarrassing to send someone as a gift…esp when you expect nice presentation.

The other item came in a Mr Porter box but the box was completely ripped at each corner. Completely busted box. How does this happen?!? Zero quality control.

Considering this was a gift…I was so frustrated and embarrassed. I had to go get tissue paper and a nice bag to place the items into because the presentation was SO poor and just tasteless.

This company has gone straight down the drain, clearly under new leadership, or they've cut costs somewhere. Had been a customer for 13 years, but as soon as I receive my refund, I shall not be shopping here again!
Avoid using them especially if you need to send an item back. The return instructions are incorrect so your item will be sent back to you by UPS. Finally if you try to obtain another return label it is next to impossible. Three weeks on and I'm still waiting despite countless calls.
The operate like a scam, total garbage.