The Net-A-Porter Group
Reviews and Complaints

Доброго дня.
В вашем письме от 02.08.2019 (копия во вложении) было сообщено, что заказанного мною товара (куртка EDWA цвет зеленый-милитари, размер М) в наличии, на момент отправки, якобы не было. Но зайдя на Ваш сайт я увидел что тот же товар и того-же размера имеется в наличии, но уже по новой цене 5 050 руб https://www.yoox.com/ru/41763063IH/item#dept=men&cod10=41763063IH&sizeId=&sizeName=.
Кроме того Вами было заявлено о том, что «стоимость неотправленных товаров была вычтена из суммы заказа», те не менее с моего аккаунта WM была списана вся сумма размещенного мною заказа. Хотелось бы Вам напомнить, что ваши клиенты не брали на себя обязательств по беспроцентному кредитованию компании YOOX.
Прошу объяснить по какой причине меня обманули и не отправили заказанный и оплаченный товар, при его физическом наличии на складе?!
А так же немедленно вернуть сумму неотправленного товара на мой аккаунт WebMoney.

С уважением,
Евгений Шатров

Order No 9423887 - Ippolita Nova Cluster earrings. Order placed on June 10th. I returned the item together with another order (Roland Mouret dress)on June 20th. I did receive the refund for the mounter dress.

But I have not received the refund for the Ippolita earrings to this date. Moreover, I have not received any proper answer from the customer service.
I would therefore like to request the refund as soon as possible.
Thank you.
Nina Smitova

Net-A-Porter has the worst customer service of any designer retailer. After buying a pair of YSL Paige platforms $1200 USD, the strap came apart from the shoe after one wear, clearly a defect. I then repurchased the exact same pair from Net-A-Porter and they wouldn't refund me for the first damaged pair. Takes 40 mins to talk to customer service and they don't reply to email. I called three times to resolve the same issue, a total of 120 minutes on hold and just now they have emailed me back saying they can't refund me.

I have been a loyal customer for 6 years. Always had great customer service, but that no longer exists since this company was purchased by Yoox. Why purchase to then run its reputation into the ground? It now takes over 15 minutes to get through on the phone no matter what time you call. I placed two orders on the 17th June that have not been dispatched yet after 4 DAYS! Their excuse of shipping can take up to 48 hours during the sale is poor at best. NAP have always had sales and dispatching next day was never a problem. I've even emailed customer services and no one has even bothered to answer with an update. If I wanted the items to arrive in 14 days I would've ordered from Japan! The latest is excuse is the delay is because they have so many more customers due to the sale and promotions. If that's the case hire more staff to cope with the demand. It's a joke! I've been told, but, not guaranteed, DHL May collect on Monday, 7 days after the orders were placed. This company was much better when it was run by Natalie Massenet and has been ruined since it's sale. This will be my last order with this company. I'll go to Mytheresa, Luisaviaroma, Farfetch etc. If the orders don't ship by end of business on Monday, I'll cancel!

Highly disappointing experience with Net a Porter.

This is the SECOND item (order # [protected]) that I had attempted to return, just to have Net a Porter insist I pay for it.

Item 1: 16Arlington top (US$ 555)
- Item was sent to me with mangled tag
- Tag snapped during the course of me trying the top on
- Returned the top in pristine condition explaining the situation, but was denied by customer care

Item 2: Jacquemus dress (US$ 1030)
- Item was delivered with stains on the inside of the dress
- Returned the dress as-is just to have customer care refuse the refund

They claim to conduct a quality check on items delivered to customers. Clearly, this is not the case. The result is having customers pay for damaged goods. Poorly handled.

Items ordered on Dec 27th
Achilles Super leather and canvas sneakers
Order Number: 8742286

Were sent to a neighbouring business address (car garage), no delivery note left
Ended up having to order another pair as was unable to receive the item in time for a gift.

Received items second week of Jan as the bodywork shop was not open
Only email they recieved to organise return was Feb 7th

From their order email:
"Kindly note, you have 28 days from the date you received your order to exchange or return."

However i make it approximately one month.
Also on their returns section it states:

"Late Returns
Your purchase should be sent back to us within 28 days of receiving your order. Returns outside of this period may be accepted at the discretion of NET-A-PORTER."

I should note that a second item was purchased in order to get to my friend for her birthday. The box has never been opened, and has never been given to anyone its been sat on a shelf.

Reading online reviews of Net A Porter, this seems very much par for the course these days. How the mighty have fallen.

After happily shopping for more than 10 years on Net a Porter website today I have been hugely disappointed with a customer service provided by one of the managers called Renata.
Something which could have been dealt with a little bit of friendly and happy attitude I have been faced with monolithic, almost robotically answers., she showed no signs of being helpful. The question is what is the point of a customer care where the manager doesn't seem to understand the meaning of it!
I have simply tried to exchange the same make and model of jeans but for a different size in a different colour as my original colour jeans has sold out. I wouldn't have mind to buy separately the other jeans but I bought the original ones with 15%discoint which was no longer available.
After a lengthy conversation with Renata who wasn't willing to help in any way, I have realised perhaps Net a Porter company have plenty of customers and they are happy to loose some rather than provide more professional and helpful customer care . So on this note I feel I better shop on a different fashion website rather waiste my time and energy . I am returning my original purchase and as soon as I get my refund I shall stop my account and I shall not be using your website any longer .
Kindest regards
Mrs A.Vassileiou

It's been 3 weeks since I order a few items for my summer vacation and for a week the items are in a UPS office because of wrong shipping address. UPS needs the shipper Net-a-Porter to call to correct the shipment. I called spoke with Andrew Yoox at the Net-A-Porter he said that my problem and hung up the phone on me. I also emailed them and never heard back. My card has been charged but 3 weeks later I still have no product.

I have been waiting for a refund for over 5 weeks - i return the unwanted goods and was told the money would be placed against my account for future shopping, on emailing them to request they pay it back to my account i have heard nothing - I have emailed the CEO and still nothing - appears they want to steal my money from me I will never shop with this company again - They advertise 24/7 customer care it is a joke as no one answers my emails -Alas I still await my refund of £275.In the mean time I shall be contacting every agency an online company to tell everyone how bad this company really is.

Yet again I have ordered something from Net-a-Porter and paid for expedited / next business day shipping, and yet again the items have still not arrived.

I specifically needed these items to arrive on time as I am attending an event out the country and I needed them for this. However, the delivery did not arrive yesterday as it was supposed to and at the time of leaving for the airport today, December 22nd the items had still not arrived.

I emailed them after I placed the order on Wednesday to highlight how important it was that the delivery was on time given my last experience with Net-a-Porter but all I received was a canned response sending me tracking details for the order.

I attempted 3 times yesterday to call and speak to a customer service representative. The third call had me on hold for 18 minutes. When I was finally connected to a CSR (Leanna) frustratingly she told me that all she could do was take my details and someone would call me back 'that day or the next'. More than 1 day has now elapsed and I have heard nothing back from Net other than an email asking me how my customer experience was.

I have been a long-time customer of Net-a-Porter both in the US where I now live and in Ireland where I lived prior to this.

This however is the last purchase I will ever make from Net-a-Porter. What I have always loved about this service was the reliable customer service - on time deliveries and fast response times on any queries. This does not seem to be an offering anymore.

I don't know what has happened of late but it is far too frustrating an experience for me to have deal with Net-a-Porter

Ordered a blazer a week again for next day delivery did not recieve it phoned netaporter and dhl Monday they said they would get back to me in 24 hours phoned Tuesday got the same answer Wednesday phoned Wednesday they said dhl had sent it back asked for it to be sent back straight away they did not send it very disappointed with the customer service no phone call was return to myself feel I have been treated disgraceful would not use this site would advice my treasa to friends and family meal ch better service

I bought a James Perse cardigan on Net-a-porter (order 5447198), costing around 300 pounds. After a few months of wearing it developed holes all over it, which was clearly a design flaw. I alerted Net a Porter who assured me they would look into it. After a lot of time on hold, they told me to send in the cardigan, which I duly did. No response for weeks and months. After repeated chasing (the customer care number has a wait time of about 10 mins at least), I was told they had received it. More weeks passed. More chasing. Finally last week I was told they agreed the cardigan was faulty and would issue a refund. I would receive an email to confirm this. No email.

I have probably sent 15 emails to your customer care address without any kind of reply. What is the point of having this email address? Why should I have to spend hours on the phone waiting to get through to someone who then either puts me on hold or cuts me off?

I have been a very good customer of Net a Porter for years, regularly spending thousands of pounds, but I intend to take my custom elsewhere. I thought they were a company who prided themselves on customer care but obviously I was wrong.

7/21/17 and 7/24/17

I ordered a high-end designer dress by Junya Wantanabe which was on sale and paid extra for 2nd business day delivery so I'd have it in time for a specific event. While waiting at home to sign for the dress, which cost well over $300 even on sale, I checked the merchant's website and discovered the order had been cancelled, despite seeing it clear my credit card successfully the day I ordered it. Customer Service informed me the sale had been "declined by Visa." Visa informed me this was not the case; they approved the sale, but had not yet posed it. When I confronted the merchant and said I still wanted the dress and definitely needed it delivered in two days, I received copious apologies and was promised "free overnight delivery by the next business day." I gave them a different (Amex) card and was assured I'd receive a phone call ASAP should there be any problem. I received no calls, so I assumed all was well. A day later, when no package arrived by 2PM, I checked their website and found my order, again, had been cancelled. The same reason was given. Amex advised me the sale had been approved. I spoke with a supervisor at Net-A-Porter who told me: "There is a problem with your credit car information 'not matching' (not matching what?...could not explain...) and my Financial Dept. has informed me we are not taking any further orders from you for this dress regardless of credit card. Goodbye."
As both Visa and Amex had approved the sale, and the person taking the order repeated my credit card info back to me clearly on both occasions and it matched what was written on the card, I do not believe the problem was on my end.

This was my first time ordering from www.net-a-porter.com and I will definitely never buy anything from this guys ever again! They never delivered my order and the worst part is that it wasn't even shipped!
I have purchased several items which were on sale and was very excited about my purchase, because whole thing seemed like a great deal. They took my money and since then I heard nothing from them. Tried to contact these guys many times but never received a response.

Three messages left for the fraud department to assist in an investigation and resolve a complaint made by a party to whom you shipped product, required a signature and indicate the charges were supported.

However, customers are fickle today and more demanding than ever. Especially those who shop using online companies, they do so for the benefit of the speed with which they can obtain your products.

Occasionally, things go awry, this is one of those instances.

As a financial institution we have an obligation to provide prompt concise service that is supported with facts. We simply wanted to garner the assistance of your fraud team to service our customer and potentially one of your customers at the same time.

The lack of response from your fraud team indicates you do not take seriously the online security of your company and the transactions it processes. I would recommend to potential customers the service after the sale does not exist and to consider other alternatives for their fashion needs based on a sub-par support staff at Net-A-Porter.

Troy,
Anti-Money Laundering / BSA officer

I made a very significant purchase and they accused me of fraud since the shipping address was to my elderly mother who lives in adult community in Florida (an upscale "mobile home" park -- some of these homes cost over $100k). My bank authorized the charge. I even spoke with my bank four times to verify the purchase. N-A-P even went so far as to do a Google Earth view of my mother's home to determine it was a mobile home! Who do these people think they are? Then they wanted to know my home in the South of France. Even though the purchase was verified and approved by my bank, N-A-P credited my account. When I emailed for a written explanation. They ignored me. When I called, they put me on hold and never returned. In the end, I am happy that they lost a $17k sale. I took my money elsewhere.

I bought a pair of Jimmy Choo Agnes Pump on 17 May 2015, order # [protected], the color was non-matched so I returned it on 31 May 2015. Until now I still NOT receiving my replacement shoes! The return was delivered on 28 May 2015 in UK. But Net-a-porter customer service keep saying that they will check with appropriate department and not getting back to me even though they promised to do so in the email. Now, 3 months had passed. Net-a-porter scammed my money, US$568.30 gone and I received nothing!

See how their customer service handle a return case: http://postimg.org/image/knru5v357/

I’ve been shopping almost exclusively on Net A Porter for the past couple of years now. I used to be one of their greatest advocates, telling everyone I knew how much I loved them. Unfortunately, this is no longer be the case.

I purchased a pair of Marni wood heel leather sandals in December 2013. Not long after I bought them I noticed that there was a split in the leather, I was really surprised but I loved them so much that I didn’t want to send them back. Since then they have started to become unstuck or unglued on both shoes. Pretty soon they are going to be unwearable.

I sent a photo of the split leather that I took not long after I originally purchased the shoes. I also sent a photo of the current state –where the inner sole is coming away from the timber platform. This is the same on both shoes. The message I received back from NAP follows:

After inspecting the pictures that you have provided, we are unable to accept your return. The fault has been classified by wear and tear.

I doubt that anyone even looked at the images. I just assumed that when you pay a lot of money for a high end luxury brand that the quality of the goods will be excellent. These shoes haven't even lasted 6 months. What a rip off!

I've since emailed Marni to see what they have to say about the fact that their shoes are falling apart and will keep you updated.

Disgusting. I want to buy a pair of shoes, on the UK site it's £625, but when I changed the country to Indonesia it becomes £500 with £20 shipping. I want someone from net-a-porter to justify why I have to pay £125 more for the same item shipped from London to London, while some buyer from Indonesia can get the item for so much cheaper? Be careful when you shop there, it's such a rip off.

Net a porter are charging £10 for delivery in the UK using DHL. This is a very high delivery charge for the cost of my goods and much higher than most other online retailers. The problem is the courier service only delivers 9-5 on weekdays, which is not exactly convenient for busy people who are ordering expensive clothes from the internet. Such people are generally at work, earning money, apparently so that they can pay extortionate delivery costs. When I called to try and find an alternative to spending a few hours after work taking public transport to get to the depot which is in the middle of nowhere, they suggested I upgrade to the Premier service for (bargain!) £19.50.

They can deliver to a 'corporate' address apparently but I work in a hospital with a centralised postal service and it would not work.

I live in London, I wish I had just gone to the shop. Net-a-porter are not helpful, do not care at all about the customer experience and use a rubbish, inconvenient courier service (when I called DHL to rearrange delivery for today via the automated system, it went through with no problem when in fact the parcel had already been returned to Net-a-porter). Royal Mail would have been better (can deliver to a local post office from which I could pick it up) and cheaper.

I will not be using Net-a-porter again.