NET-A-PORTER Reviews 8,206

My refund is incorrect!

I bought a dress . It had a hole in it
I got in touch with customer services and they were useless

Fast delivery, no shipping costs, excellent packaging, easy returns, quality products!

Bought an Acne Studios bag on sale. It was delivered with signature required. I opened the box, took a look at the bag and decided I didn’t want it. Packed the bag back in the box within five minutes of opening and sent it back two days later. A few weeks later, I received a message from the returns team stating that I somehow damaged the bag and they will not be issuing a refund.

I called and demanded that they prove that I caused the damage, when it has went through so many hands/channels of transport in the past two weeks. I’m currently waiting for a response. I’m flabbergasted that this is even an issue. My next step is contacting my credit card to dispute the charge.

Extremely poor customer service and zero accountability.

I have been a NET-A-PORTER customer for years and this was a large order, which makes the handling of this situation even more disappointing.

I have now been waiting over two weeks for a response regarding a failed first delivery followed by a failed return attempt, caused by multiple DHL attempts that never took place. These failures were entirely outside my control, yet I was left to chase both DHL and NET-A-PORTER repeatedly, wasting significant time and effort.

At one stage I was informed that my items had been lost. Then despite booking a home collection for the return, I was ultimately forced to take the parcel to a drop-off point myself.

Weeks later, there has still been no substantive response, no resolution, and no acknowledgement of the inconvenience caused.

For a company positioning itself as a premium luxury retailer, this level of service is unacceptable. It falls well below what is required under consumer rights standards, and certainly below what one would expect at this price point.

I will be reconsidering future purchases.

I didn’t receive the parcel, still the investigation is still going for more than month.
Please don’t ORDER anything from them.
Order number is 2412ZDZA12521M.
Even the customer service is poor, they don’t know what happening in my investigation.
Please avoid net a porter for shopping
I filed a complaint against net a porter

I bought earrings from them that broke after three days, and they refused to refund my money.

I have returned my order , they processed it promptly and Made a refund in 3 days. Great Experience with customer care.

It has a very good customer service and they’re very helpful to me. Thank you.

After being a client for a long time, I’ve had a terrible last experience. I returned a full order in one package, but only part of it was refunded. Two jewellery items were not processed, despite written confirmation from customer service that they had been received and were next in line for refund.

Over a month later, I was told the items could not be located and that the company was “checking with the courier,” which makes no sense since the items were returned in the same box as those already refunded and are clearly in the company’s warehouse.

Customer service has been confusing, inconsistent, and unhelpful, with no accountability for what appears to be an internal warehouse issue. This has been unnecessarily time-consuming and frustrating. I would not recommend based on this experience, especially as they are meant to be a luxury provider.

They took over a month to resolve a situation where I was delivered damaged goods. I provided photos and a detailed explanation of the issue. Only until I reached out to my credit card company did they get back to me.

I don’t go to the shops so I always order more so I can try options at home which means money leaves your account so my relationship is built on trust that the refund will come in quickly which it does!

Fast delivery, so happy with my purchase.

Great customer service.

The fastest deliveries on any site. Beautifull and vast array of products. Well described. Measures provided accurately ( super important!!). Price = quality ok!!!
Returns easy and fast.

Everything is great. Highly recommended.

Terrible customer service. Returned a jacket within 2 hours of receiving it so i can be refunded promtly. No refund and non sensical replies. Reading other reviews it appears that this is a systemic approach for Net a Porter. Will never ever pirchase from them again. App got deleted. Had a raise a dispute via Pay Pal. Avoid!!

❤️❤️❤️❤️❤️❤️ always a seamless and efficient experienxe

A very efficient customer service as always, love ordering from Net-A-Porter!

Terrible customer service. No return calls, despite 7 attempts. Package was delivered to the wrong address and now “management” is refusing to contact me after promising a manager would call due to the urgency of the matter, so the package remains sitting outside at an address where nobody is there…and where it can be stolen, at any point. Will dispute with Amex. Shame on Net-a-Porter.
Update: I got one call from an Ashley, over a week ago, because I sent an email to the executive office. Ashley promised she would handle this and follow up with me. I have yet to hear from her, despite three new messages I’ve left for her, for an update. Regarding the Amex, I started the dispute and we decided to wait a week for Ashley to follow up. Now, I will proceed. Net-a-porter had the gall to ask me to email them, at the bottom of this review, as if this 3-week old screw-up is new to them. They have my phone number. And can deal with Amex.