The Outnet
Reviews and Complaints

I was very hesitant to purchase from the Outnet, based on reviews. But I was pleasantly surprised. Prices for leather jackets were very good. I had to return two of them, only because of sizing. They were gorgeous jackets for great prices. Most of all, I was delighted with the Customer Service. They answered immediately, were knowledgable, and courteous. My exchange/return was handled with professionalism and I was kept in the loop via email. I will definitely use them again! I'm sorry for those that had bad experiences.

Love this site tho I have never had to return anything (I only order stuff I won't need to return due to reading many reviews of bad experiences) but I have now made 3 orders, all came next day, all amazing prices, latest was a Michael Kors bag at half price! It's very hard to even get a discount on his stuff in the uk. Stuff is all genuine, I'm very picky about ordering designer stuff and if I'm not 100% sure on a website then I will just order it from a reputable store for the full price just to be sure I'm getting the real deal.

After reading numerous negative reviews on this site, I realized once again the legitimacy of old axioms: (1)one cant please everybody and make everybody happy, and (2) the majority is not always right. In my case, the experience was great, fast delivery, fast reimbursement for the returns, great service over the phone. Yes, it did happen to me also -- I paid for the item, and it was not in stock anymore, so I got reimbursed. But, I dont think it worth of creating so much noise if you did not get exactly what you wanted. What an instant gratification mindset?!
Overall, I always have fun shopping on TheOutnet. Thank you, guys.

I looked for my Rick Owens dream wedding dress for a year to no avail. No one had ordered it in a light color. Then it appeared on the Outnet. Buying from a new site, I feared it may be Nigerian scam, or might arrive with make-up on it, but saw they were hooked up with Net-a-Porter, who is great.
It just arrived. I am smiling ear to ear. It is real. So beautiful. Carefully wrapped in tissue, then inside a garment bag, and they included a little Outnet tote bag. So great. Ounet is like Pret a Porter Ross Dress for Less, where you don't have to leave home and everything is organized for you. I am now addicted to this site.

Thank you Outnet!

I still had ordered after seeing more negative reviews than positive, that's me taking a gamble guess I was lucky, I wanted these shoes back in 2018 they were over ?1,000 so you could imagine my face when I got these for ?500. So happy I waited as I'd check from time to time to see if they were lowered and so happy I found this company although I did question if these were authentic which they are, it seems as it's only international customers having this problem I might be wrong but feel bad for everyone that had a negative experience with this company. Ending this review on a good note will definitely be ordering again, most beautiful shoes I've ever owned :)

I just got off the phone with a fellow staff at the Outnet. He could not have been more helpful or kinder.

This morning almost 10 am Tuesday of August 27th, 2019, I ordered an item at the Outnet Online--via a connection through Town&Country website.

An hour later, I reopened and tried to order another item.

Somehow, this time "the access was denied--no matter how often I tried again".
I decided to call the Outnet 888 number and the fellow gentleman helped me locate the item, place the order, and so forth by twelve noon of the same day.
I talked on the phone with many customer-service people from so many places, this gentleman from the Outnet is among the best. He was very polite and professional.

Thank you kindly for the wonderful assistance. Sincerely from Tanintara

I was very nervous about ordering from The Outnet as there were a lot of bad reviews online but the price was so good that I decided to try my luck. The ordering process was super easy and although I had some trouble trying to source the authorisation code they required for payment, once I got through that, it was smooth sailing. The customer service was fantastic, replying to my emails within a few hours of sending and addressing all of my questions. The expected shipping to Australia was 3-6 business days and today was the 6th business day and my package arrived. It was beautifully wrapped and presented in a box and the quality and fit of the dress was perfect. I could not be happier with my purchase and not recommend The Outnet enough. High quality product, quick delivery and great customer service. I will definitely be buying again - thank you!

I ordered for the first time from The Outnet with some trepidation after reading many of the reviews. However, there was a bag on sale that I could not find anywhere else. I called customer service with some questions and to see how easy or difficult it was to reach them. I got through on the first try and while I would not say she was the warmest person in the world, she was professional and answered all my questions. I asked her if the item would be new, in pristine condition, and well-packaged and she assured me it would be and added that all their items are authentic. I also asked for clarification about their return policy.

I promptly received a confirmation email shortly after placing the order (July 9th) and then a shipping confirmation email with a tracking number the following day, July 10th. I chose to forgo signing for the package so it could be left at my door. It arrived on July 16th. (I'm in California.)

The bag was packaged in a sturdy box and surrounded by tissue paper and paper padding. The hardware on the bag had protective coverings; the original tags were attached and an authentication card was inside the purse.

The bag is gorgeous and I couldn't be happier. I would order from The Outnet again.

I am a loyal customer of THE UOTNET. I bought necklace for $220.83 on July28, order 2907ZXUV32401H. I received the order on August 2,2024 with the brocken lock. I send the item back. I called customer service to request full refund since they normally charging restocking fee on August 6. Representative told me that I must send the picture first. I asked for manager. He put me on hold for 40min. I could not wait longer. I called next day.Another representative was talking about the picture again. When I asked for the manager, she said that manager is not available. Representative said, that their expert team will look at the item and decided that I broke it myself and send it back to me. The item is with ALL attached intact labels from manufacturer and THE OUTNET.

Such situation does not mentioned in their return policy.

Plase,Help!

I have purchased a coat in size 36 on Dec. 6,2016. While making the purchase, I was relied on the product measurement guide to select the size which on the website stated We measured this product for you. Under the impression of OUTNETs supposed reliable credibility and expectation of an established banquet shop, I made my first purchase with you guys.

After and in the process of purchase, I do not received or see any notification regarding unreturnable of this particular item on the invoice/check out/email communication. When I received the coat, it is obvious the coat is too big for me. The size is significantly larger than the measurement provided. The actual measurement for the coat is more than 2 inch longer (both length and sleeves) than the measurement on the website which is none acceptable. It is obviously a faulty product and not able to wear as the intended size. I then made a phone call to the customer service on Friday, December the 9th, 2016. The person who picked up the phone was rude and just before I explained the whole situation to him, he simply hung off my call after saying the item is not returnable.

I was horrified by the service while looking at the package, there is even a tag on the coat stating Returns Will only be accepted if this tag remains attached. With no indication of not returnable on the included invoice and the included sheet stating various ways to return the product. The conflicting information and subpar customer service from a faulty product that is not returnable is beyond my imagination. I only ask for OUTNET to fix this situation and simply accept the return and refund this faulty product as this is the only correct thing to do for a responsible business should do.

I have spent a fortune in the outnet and net a porter over the years. Not on big ticket items admittedly but I was a regular customer. Like a lot of people I think their delivery service is absolutely brilliant and while paying postage to return items seems unfair - I took it on the chin because I've bought some great clothes from this site over the years. However I have a a really awful experience with their customer service. I bought a pair of slouchy, boyfriend jeans and after what I would consider a normal amount of wear over three months - a hole appeared in the crotch. I should mention that the jeans had been chemically distressed and the denim was very thin and worn in places. Because they were slouchy and not tight at the crotch, I figured that the hole had appeared due to the movement when I walked. I think most people would agree that being able to walk in a pair of trousers is not an unreasonable demand. So I duly sent them back and was told that the hole had been caused by general wear and tear and they wouldn't give me back my money. I then got another email from a different person in their customer service dept offering to repair the jeans for me. I agreed to this - and now two months later, they have contacted me to say they are not repairing them because they feel that the hole was due to wear and tear. Can I just say that I have owned jeans for years and they have never degraded like this - so getting three months use out of a pair of designer jeans feels pretty bad value. In addition - getting an email (in the eyes of the law a binding document) saying they will repair them and then months later reneging on this commitment - feels like a total lack of respect towards a loyal customer. How much would it take to fix the jeans? I know this site will have many devoted fans, I used to be one - but my experience is that their after sales care is shoddy and unprofessional.

DO NOT ORDER FROM THE OUTNET.

I placed an order on Saturday which was over $300, therefore qualifying for free next day shipping as advertised. I expected the shoes to ship out on Monday do to the weekend and then be delivered on Tuesday. When I had not yet received tracking, I reached out to customer service Tuesday morning. The first time I called I was told there was nothing they could do because the item was already on its way out of the warehouse and that it would be shipped with standard shipping. When I questioned the customer service representative they hung up on me. I called back an hour later and talked to a new representative who seemed to genuinely want to help. She worked with me to try and cancel my order and reorder the item to then receive the promised next day delivery. I was told it would all be taken care of and to receive an email back shortly. 6 hours went by and I had heard nothing from the outnet. I reached out again via phone call and talked to a new representative and they told me that my parcel was recalled and no longer would be charged on my bill. The next day (Wednesday) I woke up to an email with a tracking # for UPS stating my item was on its way with next day delivery. Attached was a receipt with the charge on my bill. At this point I just wanted what I payed for so I was excited that the package would be here Thursday. Thursday morning, via tracking updates my parcel was out for delivery at 830am. At 950 am tracking updated stating that my package at the request of the sender would be returned to sender. WTF! 5 mins later, tracking updated saying sender had requested that the package be held by UPS. 8 phonecalls and 8 rude unhelpful customer service representatives later, I was told that there was nothing they could do and each person told me that they would reach back out to me via email or phone call momentarily. NOTHING EVER HAPPENED. No phone call, no email. I took down every representatives name I talked to, and each new person I talked to claimed no one by the name of the previous representative worked at the outnet. WTF! Friday morning I reached back out as tracking now updated claiming my package was DELIVERED! It was not. This website is a SCAM! This is going to be the next karmaloop if it already isnt. Today is Monday and I received a new tracking number via email showing me that the item had been returned to sender at 9am. I called customer service one more time and once again stated how much of a disappointment and inconvenience this entire process had been and that I want to make sure I get fully refunded for my purchase. I was told to wait 48 hrs for any action. I am concerned I have just been cheated out of $600. This has been the absolute WORST experience with a company I have ever dealt with. I work in eccomerce and am constantly shipping and receiving items via mail service and I have never been exposed to such an awful business platform. Netaporter should be ashamed for their involvement and promotion of such a disgrace of a company like the Outnet. DO NOT BUY FROM THIS WEBSITE

It’s not my first time purchasing from Outnet but I had a terrible experience with their customer support. My order was dispatched before I can even cancel it. I didn’t want the order in the first place and there was nothing I could do. I have requested for an exception for a few times but a customer support refused my request. I don’t wish to pay for the shipping charges because they should do something for me if I am facing this situation. Do customers have no rights now? It’s all about their T&Cs which customers are not aware of. Shouldn’t it be based on situation? This us just ridiculous and feel like I’m being forced to pay for something I didn’t want. I will never shop at Outnet again.

I made a huge order on the OUTNET worth about 3K and I ended up keeping just 2 items so the total refund I'm expecting is 2.5K.

I had sent the box back with the 3 copies of the invoice outside the box in a plastic slip ( the usual ones for shipping documentation) I sent this back on September 2nd and on the 8th I checked the tracking and saw that UPS was saying there was a commercial invoice missing. I called UPS and they said the retailer had to provide the information. I called the outnet and made them aware and they said they would contact UPS. I guess this wasn't done because UPS made 3 attempts to delivery the package back to me but I was already on holiday so I kept emailing and calling OUTNET and they kept saying " we have forwarded this to the corresponding team" on September 14th I called UPS and they said the package was taken to warehouse as it was classified as abandoned. I called OUTNET again and they said they would be in touch with UPS to open an investigation. By September 28th I called UPS and they said no investigation was opened so I had to open one myself. I keep calling and emailing and they keep saying they will contact me when they have a resolution or update. Also on their website says to attach all 3 copies of the invoice outside but UPS told me I should always put one copy inside the box for when they open the box to check in customs. So the OUTNET literally has the wrong information on their website.

Can anyone advise on what to do. Would my bank help me in this case? or should I take them to small claims court? It quite a large amount!

I recently had an experience with The Outnet (theoutnet.com) that left me feeling frustrated and disappointed. According to their terms and conditions, I had 28 days to return any items that I was not satisfied with. I followed their returns process carefully and arranged for a collection of my returns through their preferred courier, DHL. However, two days later, I received my package back from DHL!

I have been in contact with both DHL and theoutnet.com numerous times over the past few days, but have not been able to resolve the issue. DHL claims that theoutnet.com needs to provide me with new return labels before they can collect the return, while theoutnet.com insists that DHL should provide me with the necessary paperwork, such as a new airways bill, to make a recollection possible. Unfortunately, DHL no longer provides airways bills, which means that I am unable to return my items and receive a refund.

Although the staff at The Outnet have been sympathetic and have promised to help in various ways, nothing has actually been done to resolve the issue. As a result, I would caution anyone considering using this company to be very careful before making a purchase. Unless you are absolutely certain that you want the item you are buying, it may be best to look elsewhere.

I am currently exploring my options for escalating this issue and would appreciate any advice or assistance from others who have had similar experiences. If anyone has an email address or phone number for someone senior at The Outnet, please share it with me. Thank you.

I recently bought three items from THEOUTNET.com and they all came in the same package. I was happy with my purchase, but unfortunately, I had to return all three items. I sent them back via courier in the same packaging, but to my surprise, I only received a refund for two out of three items. The refund was issued on 1st October 2021, which was more than a month ago. It's been almost 5 weeks now, and despite my constant efforts to get in touch with them, I haven't received any response. I find this utterly unprofessional and consider it a daylight robbery.

It's clear that the item was lost somewhere, either in transit or in their warehouse. However, I followed the correct returns procedure, and I should be issued a full refund regardless. It's not fair that I'm essentially paying for their mistake. I feel like I'm being robbed, and I'm absolutely appalled by the lack of due diligence or care from the customer service team.

I've been trying to get in touch with them, but they simply ignore my emails. This is unacceptable, and I'm extremely disappointed with the way they've handled this situation. The customer service team seems to have no clue about what's happening, and the company as a whole doesn't seem to care about their customers in the slightest.

I used to think that OUTNET was a great company, but now I realize that they're only great until you run into issues. They're unapologetic about their absolute lack of professionalism, and they'll never be on your side. I'm extremely disappointed with the way they've handled this situation, and I wouldn't recommend them to anyone.

So, I bought this bag from The Outnet and had it shipped to my house. I was pretty excited to get it, but then I found out that a signature was required for delivery. I work all day, so I couldn't be home to sign for it. There was no indication that this would be the case when I made the purchase. After two days of missed deliveries, I decided to email them and ask if they could ship it to my work instead. I didn't hear back from them for a day, and when I finally did, they told me that the bag was already on its way back to their location and that I would be refunded when it arrived. I was pretty confused and upset - I had purchased the bag and there was no indication that it would be returned.

I called them up 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. I couldn't believe it - they were basically telling me that I was out of luck. To make matters worse, I had used a 20% discount code on my initial order, but the promotional period had ended. They said that if I bought the bag again, they would credit me for the full price of the bag in my refund to make up for it. It was all so confusing and frustrating.

I don't know what's going on over at The Outnet, but they need to get their act together. Without customers, they won't be around for much longer. To add insult to injury, the bag is no longer available on their website. It was the last one in stock when I bought it, so it seems like I'm out of luck. All in all, I'm pretty disappointed with my experience with The Outnet.

I recently made a purchase on The Outnet website for two pairs of shoes that cost me around $800 USD. I was given a tracking number and a delivery date of 10/6/22, but unfortunately, the package never arrived. When I checked the tracking information, it said that the package was undeliverable due to an incorrect street name and was being returned to the sender on 10/12/22. However, when I checked my order form, I realized that I had entered the correct address.

I immediately contacted customer service via email several times, but all I received were automated responses saying that their team was investigating the matter and would send me an email update. Unfortunately, I never received any updates from them. To make matters worse, I found out that the package had been returned to the sender and signed for by Yoox, which was confusing since I had ordered from The Outnet.

The latest episode in this frustrating situation is that a return was requested, but not by me. They provided me with a courier tracking number, but the package was already at the warehouse, so there was nothing to pick up and return to them. When I called customer service this time, I received the same old investigating nonsense. It seems like their customer service is overseas and working from home, and the representative I spoke to was clueless.

I have emailed them all the electronic trail and am hoping for a resolution, but I am highly doubtful. Throughout this whole ordeal, I have never even seen the package. My last resort is to call my credit card company and start a dispute, and I hope for the best.

Overall, I would advise others to avoid buying from The Outnet. This was my first and last time shopping with them, and I have had a terrible experience. It's frustrating to spend so much money and not receive what you paid for, and their customer service has been unhelpful and unresponsive.

I recently made a purchase on The Outnet website, spending a hefty $2.5K on several coats and shoes. However, my experience with this company was far from satisfactory. After placing my order, I received an email from them requesting an "authorization" from my bank for the transaction. I was confused by this request, as my bank had never asked for such a thing before. I called my bank to inquire about it, and they told me that they don't give out any "authorizations" and that the transaction had gone through as normal.

The Outnet had also provided me with a merchant phone line to call in case they had any doubts about the payment. I decided to email them instead, just to make sure everything was okay. They responded promptly, assuring me that there was no issue and that my order would be shipped soon.

The next day, I checked the UPS tracking number and was surprised to see that the package was being returned to the sender. I immediately emailed The Outnet to find out what was going on, and they told me that there was some issue with the payment. I checked my bank statement and saw that the amount had been debited from my account, but it wasn't even pending anymore.

I was left with no goods and had lost $2,500 to what seemed like a phony company. I emailed The Outnet requesting a refund, but I received no response. Frustrated and angry, I had to file a dispute with my bank and am now waiting for the outcome. The funds have not been posted back to my account yet.

In conclusion, I strongly advise everyone to stay away from this scam company. Dealing with them has caused me a lot of headache, unnecessary stress, and a ton of time wasted on emails and phone calls. Not to mention the lost time and funds. Save yourself the trouble and shop elsewhere.

I recently made a purchase on The Outnet website, looking for a pair of high rise boyfriend jeans. Unfortunately, when my order arrived, I received a pair of low rise boyfriend jeans instead. I was disappointed, but I returned the item and was told that the correct item was in stock and would be shipped to me once my return was received.

However, three weeks later, I received the exact same item that was wrongly picked in the first place - another pair of low rise jeans instead of the high rise jeans I had ordered. I was frustrated and called customer service to find out what had gone wrong. They told me that either the warehouse did not have the correct item in stock, or their computer records were incorrect. Either way, I was not satisfied with the outcome of my purchase.

To make matters worse, I was told that my refund would only be authorized once I returned the item for the second time, which would take approximately eight weeks. This meant that I had invested £100 into The Outnet's capital flow without receiving any return. I was disappointed and felt like I had wasted my money.

I have decided that I will not be using The Outnet again in the future. There are many other high-end internet retailers that pride themselves on excellent order fulfillment, such as Mytheresa and Neiman Marcus. I would rather invest my money in a company that values their customers and ensures that they receive the correct items in a timely manner.

So, I was browsing The Outnet website in the middle of the night and found an item that I really liked. I added it to my cart and went to bed, thinking that I would complete the purchase in the morning. However, when I woke up, I was surprised to see that they had charged me USD11.95 for expedited shipping, even though I had selected free ground shipping. I was not happy about this, so I decided to call their customer service to see what was going on.

To my dismay, the customer service representative told me that they had already shipped out the item and there was nothing they could do about it. I asked to speak to their supervisor, but she refused and gave me a lame excuse. I was really frustrated with their horrible customer service and felt like I had been robbed. I mean, who does that? I have never experienced anything like this with any other online retailer, even smaller ones.

To make matters worse, The Outnet had sent me several customer surveys in the past, asking for information about my spending patterns. I had participated in one of them, but they did not provide any free shopping credits as promised. So, I decided not to participate in any more surveys. It's ironic that a company that sells discounted but still pricey items does not try to maintain a luxurious image that matches the items they sell.

It seems like The Outnet has gone downhill since the change in management. I used to have a better experience with them, but now I understand why other reviewers have had trepidation when buying from them. It's clear that there are some big internal problems within the company that need to be addressed. I hope they can improve their customer service and regain the trust of their customers.

I've been shopping at The Outnet for a while now and I've never had any problems until recently. I ordered a pair of Tod's high heeled boots and unfortunately, the zipper mechanism was defective. I immediately contacted The Outnet via email but didn't receive a response, so I decided to call them instead. The representative asked me to send a video as proof of the defective zipper, which I did. However, after reviewing the video, they claimed that the zipper was not defective and that I should just hold the leather together to keep the zipper from catching. I was highly offended by this suggestion as I am a seasoned professional and a discriminating shopper. I own many pairs of high-end designer shoes and I know when a zipper mechanism is defective.

In my opinion, the leather is not catching at all; the zipper is defective. I am worried that the zipper pull and/or zipper itself will eventually break. I have encountered a defective pair of shoes before, but it was immediately confirmed by the retailer and I was able to purchase a fault-free pair in-store. Final Sale should not imply 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 would strongly suggest otherwise.

I am disappointed that The Outnet refused to accept the unworn boots for return. I have ordered from them occasionally through the years with no issues, but this experience has left a bad taste in my mouth. I hope that they will reconsider their policy on final sale items and take into account the possibility of defective products. Overall, I would still recommend The Outnet as a great place to shop for designer items, but I would caution against purchasing final sale items unless you are willing to take a risk.

I've been waiting for my refund of ?2,000 since December, and it's been a nightmare dealing with The Outnet. I've sent the package back to them three times, but it keeps coming back to me. I don't even know where it is now, but it's clear that they just don't care. Their customer service is a joke. They never respond to emails, and when you call them, they just keep saying that it's been escalated, but no one ever gets back to you. They blame Brexit, but I think it's just a matter of streamlining their procedures.

One of the most frustrating things is that you have to hand three copies of the paperwork to the delivery driver. When my parcel got returned to me, they said it was because of no paperwork. The third time, they couldn't even provide me with the return labels, and they told me to contact UPS myself and get new ones, quoting their account. I did this, and UPS told me to hand the parcel to the driver, as he would have the labels. But when I gave it to the driver, he looked at me like I was crazy and took it anyway, even though it had the old labels on it. I have CCTV footage of the driver leaving my house with the package.

The Outnet's customer service is just terrible. They don't care about their customers, and they're completely unhelpful. I've been shopping with them for years, but I wouldn't recommend them to anyone now. They're not what they used to be. Please don't use them and risk losing your money. I don't know if I'll ever see my money again, and they're not doing anything to help me.

I recently purchased a pair of Maje boots from The Outnet, but unfortunately, they arrived in a terrible condition with scratches all over them. It was evident that they had been stored in the warehouse without a box or had been worn and returned by someone else. I was extremely disappointed with the delivery, which was also delayed. I immediately contacted the customer support team and attached pictures of the damaged boots. I explained that this was unacceptable, but it took them five working days to respond to my email. To my surprise, they did not even apologize for the inconvenience caused.

Their response was that I had to arrange a collection by UPS to return the boots. They also mentioned that they could only exchange the item when it arrives, and confirmation from UPS about the collection was not enough to ship a new item. They warned me that it might take longer than usual, and my size might also be out of stock. I was not satisfied with their response, so I replied to their email and asked if they could guarantee next-day delivery. I did not receive any response from them for three days, so I followed up, but still, no one got back to me.

The solution they offered for shipping me a damaged pair of boots was to ship it back, and they would only exchange it when it arrives, with possible delays. They also mentioned that it would take 3-5 working days to process this, and if my size was available, they would ship a new pair. However, if it was not available, it would take 2-3 weeks after shipping it back to get a refund. I was extremely disappointed with their customer support, and instead of offering a sensible solution for their mistake, they were scamming people.

I would advise everyone to avoid The Outnet at all costs. Their customer support is the worst I have ever experienced, and they do not take responsibility for their mistakes. I hope that the manager of Geraldine, who suggested this website to me, will read this review. I also think that Maje should stop working with The Outnet as it is damaging to their brand.

My wife purchased a pair of Valentino shoes from The Outnet for nearly $700. She was saving them for an occasion and used them for the first time 3 months after the purchase. In one use the sole of the shoes have essentially come apart. Valentino shoes are usually very durable but clearly The Outnet sold us a pari with some issues. When we reached out the customer service, they are constantly just saying that this is wear and tear and we can't do anything. How can one usage be wear and tear?

I bought a Rag and Bone knitwear from the outnet, and I liked the design very much, so I took off the tag and wore it. But surprisingly it is a damaged product because all the threads are starting to get loose and coming off after I wore it for around 1 hour. I am always a loyal consumer of Outnet and has shopping with Outnet for years. I am so surprised a Rag and Bone could be this bad quality. I raised this issue to the customer care service and they only willing to give me 5 percent price adjustment. After another conversation with a staff, they said they could give me 10% price adjustment. But what I want is a replacement or full refund. I don’t why I got treated by the Outnet so unfairly. In Australia, for any damaged product, we can either get full refund or get a replacement. I really hope the complaint board can help me resolve this issue. As a loyal customer, I should be taken cared of and treated fairly.

I returned a parcel to outnet on 2nd August, UPS tracking showing in transit but has not been scanned for some time and think the item has been lost, I am unable to make a claim against UPS as the label was created by Outnet and they are refusing to refund me £170 for the items. I have emailed them several times and called and tried to speak to a manager but it is very difficult to get through to someone who can actually do something.

I returned my unwanted goods to the Outnet via a UPS drop off point on 28 / 3 / 2022

The goods were worth over 800GBP

I have still not received my refund despite contacting their Customer Services team multiple times via phone, email and online chat. I have spent absolutely hours talking to their customer services representatives in Asia and the US and no one has been remotely able to help. There seems to be no way of escalating my complaint to anymore more senior and the customer services representatives have absolutely no authorisation to help or investigate the matter.

I feel absolutely hopeless. I have followed The Outnet's instructions and done absolutely nothing wrong but somehow I can't do anything about the fact that they have taken over 800GBP of my money.

This surely can't be legal?