The Outnet
Reviews and Complaints

I’ve ordered 2 pairs of sandals, week later I’ve received my parcel and only one pair pf shoes was correct. Contacted outnet straight away but been told I have to send wrong item back and only then after they investigate they will dispatch a new one. I am going for holidays, only got 3 days left and they don’t care they made an error. They told me that’s what they do and I am not going to receive my correct order until they receive a WRONG ONE. So basically they can fail but wouldn’t accept it and that affects me. Very poor customer service experience!

I initially purchased a pair of boots on February 7th. I returned them as they did not fit on February 19th, and they were received on the 24th.

An exchange was created by error instead of a refund, and the same boots were sent back to me on the 28th. I immediately spoke to an agent (Fabio) on that day, and he created a Return for refund request and advised that when the package arrived to refuse it, that it would be returned to them and that when it was received, I would get an expedited refund - he requested it.

Boots arrived on March 3rd, and as advised, I refused the item, and the delivery man took them back.

I spoke to Andy on the 11th of March to see the status as from the tracking number, and the package hadn't moved from a warehouse in the UK. He said he would speak to logistic team and that package would be there in a few days.

On March 31st, I chased again as I hadn't heard anything and hadn't received the refund. Spoke to Charlene. The package had arrived in Italy but was not in the right place. Still can't issue the refund as they need to inspect the package. I've stressed that I haven't touched the package, so this is a shipping issue. She is sending an email to the shipping team and that I should expect to get an email confirming a refund withing 24-48 hours.

On April 5th, I spoke to Polina. Still no news and nothing from her end that can clarify why the package is still sitting in the same warehouse in Capri being scanned, as it seems every day with no action taken. I asked for a supervisor to call me that day. She says the request could take 12 hours, could be the next day as long as someone calls me before noon on the 6th. OK she says.

On April 7th, I call back again and speak to Tori. No one has called me back. The package is still idle in Capri, and no supervisor has called me. I explained again that I have been waiting for this refund, and if the package is sitting idle in some warehouse, they should sort it out but should give me the refund as I have not touched the goods, so they know the boots are intact in it. I should not have to be responsible for this and spend all this time chasing. I've told her that I wanted this resolved by the end of that day, or I would raise a formal complaint.

We are April 11th, and I am still waiting.

My order is lost , I have called several times outnet customer service for my order which I didn’t received it . Contacted ups customer service they are doing investigation as well as outnet customer service.

Can yo please refund my money or resend me the same

DKNY

Shell shoulder bag

Black

OneSize

Thank you

Sonalie

Good morning !

I have done refund for the order number 1501ZC1H12201H . Almost two months have passed since I have sent the box with return items . The big part of them was refunded . One pair trousers Nicholas still have not been refunded ! 70 euros !

I have sent more then ten request , but I got only general answers and no help at all .The situation is very disappointing and unfortunately I am facing it not for the first time as well as some of my friends .

Thank you.

Maria Vesht

order 2110ZRQJQ2101H in theoutnet

I am writing about my order, i have received the wrong items, i have received Chloe dress. I have called customer service many times, and they told me just wait for the email of customer service.

Then i have chatted with customer service because the email didnt reached yet my address, they told once again we will send email,

Then i have send an email in 16 december, and once again i have not received response,

then i have chatted once again, and they send me an email to send a photo in 29 december, later i have send photos because i was infected with Covid 19

And then, i have chatted several times and i have found no solution, i have six months waiting for a solution, and i cannot return the wrong items because i was waiting the email of customer service.

One of the agent send me a return email for one of the product, and then i have received another email that they have changed mind for the return of wrong product. They closed my case.

Below i have attached emails with theoutnet, but the chats and the phone call i have no photos.

My email adress is [protected]@gmail.com

I placed an order 1602Z5BMO2201H with outnet.com and i returned the order the same day i received it since it was unsuitable. Since the 20th February they haven’t provided a reason why they didn’t refund my order. the costumer support on chat Ailina was very rude and unhelpful.

Its been 2 weeks and i still dont have a reply on why my refund has not been processed

Order no. 1101zbuz72201h

The parcel was never delivered by ups. It's lost.

I emailed outnet's customer service 3 times, called them 3 times, I was promised a couple of times for a call back with updates and resolution, but no one from outnet called me back.

It's been almost 2 months now since the order, and still no refund.

My order number is 1111ZTZ772101H.
The return parcel is held at customs for more than a month. All my emails are answered with "we'll look into that matter".
I contacted the customs, they say it is the shop's duty to come and take the parcel.

Hello, I have received my item which I am happy with however I have been over charged according to the invoice I received. There is a charge comparison when looking at my online order and the paper invoice. Please see images attached, I would want the difference returning to my bank account. Regards LaurenW

I have ordered a bag for AED540 and paid AED40 for delivery, total AED580.
Instead of sending me a new piece, they have sent me a used damaged item, pictures attached.
They requested that I return the bag to them and they promised to refund the delivery fees as well since its their fault, email copy attached.
I have recieved a refund email yesterday for the bag only, and they totally ignored the delivery charges refund, email copy attached.
I sent them multiple emails asking for the delivery fees and they totally ignored them.
They claim to be available 24/7 on their toll free number, but it does not work at all. The number is invalid.

Scammers! ORDER #1307ZWSIR2101H
They have "lost" my refund, there are no updates from July, and the blocked me and don't send money back! I'm from Moscow, 240euro

In my last 2 orders, I had some returns. I never received the return labels. I had emailed 6 times, first they replied saying they will resolve it and then I never received any replies nor the return labels. Order numbers: 0509ZUFQK2101H and 1709ZT2RB2101H
I have 2 pieces of each order to return. So in total 4 returns. I am attaching the pictures of the pieces I would like to send back.
Pls send me the related return lables.
Thank you. Milka
Email address: milka.[protected]@gmail.com

Hi,
I have sent the returned item almost a month ago. Since then I've had various exchange of emails with the customer care about my refund. I have already provided the proof of my item being sent via DHL and the only response I got that my money will be refunded when they receieve the item.

I know the supply chain is sufferign of delays but a month is plenty enough time to get an item and refund me. Would appreciate an investigation into this and a refund done asap.

Thanks,
Nicoleta Raportaru (nicoleta.[protected]@gmail.com)

I've ordered from Outnet occasionally through the years with no issues. However, I recently ordered a pair of Tod's high heeled boots with a defective zipper mechanism and Outnet refuses to accept the unworn boots for return. I emailed Outnet immediately upon receipt and did not get a response so I called and spoke with the rep who asked me to send a video as proof of the defective zipper. Upon their review of the video I was informed the zipper was not defective and I should hold the leather together to keep the zipper from catching. The leather is not catching at all; the zipper is defective. I am a seasoned professional and discriminating shopper; I am highly offended by the suggestion I would not know when a zipper mechanism is defective. I own many pairs of high end designer shoes and in 10 years I may have encountered one pair that had a defect, which does occasionally happen. (I tried on that pair in store and the retailer immediately confirmed the defect and I purchased a fault free pair in store). In this instance, my video clearly shows that the zipper does not work smoothly and gets stuck along the track (low quality in my opinion) . I am fearful the zipper pull and/or zipper itself will eventually break. Final Sale should not infer a risk of purchasing a defective product. If you want to take a risk on final sale items and potentially lose your money, go for it, but I'd strongly suggest otherwise.

I ordered a jacket that was searching for long time, it was very early in the morning and availability showed like low stock (but not only 1 left) and by end of day they cancelled my order saying that when they have start to pack there were no availability!
Greatest disappointment ever! Never was written reviews but that was too much! Why in my order it has finished?! I seems like someone internally bought it or smth like this. It just can't be from 2 items while I was pressing buttons to purchase someone bought 2.

I ordered a pair of trainers on the 17th of April a day later they were cancelled on behalf of the outnet due to issues with there system, I called them to ask why and they didn't give me much explanation and just said they could order me a new pair. They ordered me a new pair and said the other pair would be refunded to me within 10 days. This didn't happen I received the other pair which is all fine but I have paid for two pairs of trainers. I expect a full refund for the original pair of trainers.

I ordered a pair of trainers on the 17th of April a day later they were cancelled on behalf of the outnet due to issues with there system, I called them to ask why and they didn't give me much explanation and just said they could order me a new pair. They ordered me a new pair and said the other pair would be refunded to me within 10 days. This didn't happen I received the other pair which is all fine but I have paid for two pairs of trainers. I expect a full refund for the original pair of trainers.

I bouth 2 dresses for christmas parties with next day delivery. Not only they haven't arrived but they don't know when they will. I asked for a refund as I needed for this weekend and i've been told that the refund will be done once they will receive the shipment back as at the moment is lost somewhere in dhl hands. I do not recommend this website!

I purchased a bag and had it sent to my house. Little did I know there was a signature required. I work all day. I cant be home to sign and there's no indication this will be shipped in this way. I emailed them after two days of missed deliveries asking if it could be shipped to my work instead. They responded the next day with "sorry, it's already on it's way back and youll get a refund when it arrives to our location." WHAT?! I purchased that bag. Even the order said no returns allowed, so why is it being sent back! I called them after I received this email and asked if they could send the bag back to me. They told me to keep an eye on the website and try to buy it again when it shows up in stock... Unreal. To make it worse, i had a 20% discount applied to my initial order and the discount promotional period was over. They said if i buy the bag again, they'd credit me for the full price of the bag in my refund to make up for it. Could that be more confusing? I dont know whats going on over there, but without customers, you're not going to be around much longer. Two days later the bag is not on the site and it was the last one available when I got it, so it seems I'm out of luck.

Like others, I am extremely frustrated and amazed that the outnet has made it effectively impossible to receive my order, due to a new policy that blocks every option with ups to make it possible. Does the outnet actually believe that women are at home all day to look out for the ups truck? Why is it not fraud to not inform customers that they effectively will not be able to receive their merchandise? I will never order from this company in the future and I advise other customers not to either. It doesn't matter that I can find items that I want if I can't actually take possession of them. I'm really appalled by this lack of consideration of customer and implicitly sexist/anachronistic view of what people do all day.