YOOX NET-A-PORTER GROUP Reviews 438

Yoox used to be vey professional and trustworthy. Something has gone wrong with their customer service in the last few months - no response, no refunds, wrong info ..- likely fatal for an e-platform business. Would avoid before they sort this out

1302Y43CE2283B not delivered to me
And my refund030271FU22RUBR RR104597860RU still waiting in italy.

Terrible - returned goods which they received back 4 weeks ago, chased them for my refund several times including to the 'feedback' email address, to date although they have said it is in hand I have received nothing. Perhaps they are going out of business and can't afford to refund money????

Terrible customer care service. Lack of attention to detail and quality checks when sending out goods. I placed an order for 2 items 1 of the items sent I hadn’t even ordered. I contacted them immediately for them to 1. Resend the correct item and 2. Advise how to send back the item I ordered, at their expense, as the return process would not work as the incorrect item was not on my account as I hadn’t ordered it. Over a week later, nothing, something so simple to address appears to be confusing the customer care team!!!
I still await a response for action seeing as I have already advised them what they need to do!!

Awfully! I've ordered the dress size 12 UK but I've got size 42 IT, that means size 10 UK. The dress was too small. Now I'm trying to return and I had Returns Proforma Invoice for 90 GBP less. It's ridiculous! I don't want to pay for staff's mistake about size. I'm trying to contact UPS for the pick-up but don't understand how to do this without clearly instructions from YOOX.

ABSOLUTELY TERRIBLE.
I tried to send a coat back and they resend it back to me TWICE!!!! they have no intention to refund me...DONT USE THIS COMPANY!!!!

Try to contact them, but they do not respond. Ordered 2 typed of sneakers, unfortunately both not fit right. I sent them back, no response.

Do not use. Products at great but they are awful with their customer service. They owe me a return of money for taking too much from me by mistake, theirs not mine.

I am very surprised of the bad recent reviews that am currently reading. I have recently had to deal with the Customer Care Service and it was excellent as it has always been for the last 20 years. The quality of the products I have purchased is excellent and always as described. New Brexit regulations are awful and their impact can be seen on delivery times and products' price, but this is not YOOX responsability.

If I could give ZERO stars I would! AVOID this company! I ordered Christmas gifts to arrive in advance before Christmas only to get notifications and an email to say it’s been delivered at 13:00 and left at my front door whilst I was at work. I call them they tell me it’s going to take 8 days for an investigation. I call them on the 10th day to be told that they are waiting to hear from they courier and this should be on the 22nd of December and that they will call me. Surprise surprise they didn’t call so I called them on the 24th only to be told that it’s still being investigated and it should be sorted as soon as possible. It’s been nearly a month now! What is there to investigate! I didn’t receive my items! My nephews won’t receive their Christmas presents and I’m nearly £100 down! Quick to take your money but won’t give it back! Shocking company!

AVOID!! Ordered an Xmas present 2 weeks in advance. It’s now 2 days until Xmas and the parcel has been lost. They refuse to send me another and just said that they would investigate and that it would take 8 working days so not much use to me as my wife will now not have her present. So £200 spent and no solution whatsoever being offered. It’s my first time ordering from them and I won’t be going back. USELESS!!!!!!

i dont really kn0w why everyone is moaning ,
i love the fact you can put stuff in your wish list when you want it and its a bit too pricey and they let you know when it going on sale
if i did pick a fault its than when u ask to be notified
when am item you want is back in stock they ask you what size you want but when the notify you it's just a generalisation and often not your size,
if you see real bargain don't hang about because then designer stuff is gone in a day sometime

It is strange that there are thousands of costumers, but not many feedbacks. I made my 1st order and it was ready the next day, arrived to luxembourg in 7-8 days. Which is good. The boots were small and I exchanged for bigger size (the last pair). I received a new parcel and to my disappointment I found inappropriate look of the boots . They are tall over knees and folded in half but squeezed, so it was like a big fish in a small can. When I put my hand inside , I felt that the insole /slipsole was half torn apart and I barely could take any photo ,only with flash . I wrote an email to the costumer support and they replied they will return the costs . I dropped off a parcel at UPS point ,it arrived to Italy. I waited for a week if l will get any email but no ,i didn't. I wrote to the customer support and after two days they said they will refund me ( hopefully they did ), but I'm waiting
Also the second week for another refund . Still silent.

An awful experience with returning my items back to Italy!!! I don't want to mention how much stress it costs to get my money back as my package has been stock at the customs in Italy for 9 days now! there is no update and it looks like nobody wants to take an responsibility because it's a 'government thing' however I am missing £300 from beginning of September because it was sent an different blouse from Dolce and Gabbana so I needed to send it back for obvious reason of refund but now the package is stock 'somewhere' and there is still no sure when the case will be resolved! It's an absolute nightmare!! Customer service are not really empathetic and they are getting upset if someone gets a bit emotional, that's just not good enough been constantly pulled back and just waiting either for UPS to resolve situation and update my case!! I just simply want my money back and I need to wait for them more then 2 months? That's just a creepy joke!! If the case won't be resolved after UPS investigation I am going to Customer Tribunal as I am fed up of being ignored and treated that way, full stop.

Long term customer with Yoox - always decent. Not recently though - customer service is now non-existent and they are flagrantly breaking EU Distance Selling Regulations by not informing customers of their rights of cancellation. I will no longer be purchasing from Yoox and would avoid people to steer well clear of them.

I ordered a pair of shorts and a t shirt. Only the the t shirt was in the box and after immediately contacting them by phone to ask if the shorts were either out of stock or arriving separately i was told they would look into it. No one has helped me and when I emailed them to ask for an update the response was they are busy with orders. I further emailed and asked if they could kindly deal with returning customers that have already paid for items that has not arrived before dealing with new orders and I have not received a response again. Not great customer service at all and I am still without my shorts !

First I ordered a pair of Micheal Kors loafers in a size 6, took maybe a week to arrive and when they did they were a size 7 so I sent them back. It took about a week then to get a refund. I then ordered a pair of Twin set loafers by Simona Barbieri, they took over a week to arrive and when they did, they were the wrong shoe and were lace-ups I have complained because the shoes I wanted were down to the last pair in a 6 and I really did want them. After a couple of days they replied and said they had passed my complaint to quality control and it could take up to 3 weeks to get a response. I complained again saying the shoes I wanted were almost gone but they just replied with the same story. I still haven’t heard anything, my last email sent on the 8/9/21.

I wish I had read the other reviews before buying from this company. To my shock horror, was sent an empty D&G box. Luckily the nice chap from UPS was there to be my witness.

YOOX as per other reviews uncontactable - tel number does not work, emails are robot messages.
Hoping as I had paid thro paypal they can step in and help!

Bought a Saint Laurent sweater for €357. Payment got through, but there was a technical error and I did not receive an order confirmation. I have contacted customer service numerous times, and they are only giving me robot replies. I regret not using my credit card so much.

It's just absurd how these people are selling €5000 jackets and yet have zero customer service at all.