NET-A-PORTER Reviews 

The customer service is a joke and also they sent wrong items. They don’t refund find always an excuse. They also sell clothes that they keep in stock for years

Return rejected?

I have no idea why my return came back. Not good.

Fast shipping, very good service!

Appalling customer service after the wrong item was sent. Still waiting for my refund over 4 weeks later

Super fast delivery and high quality service!

Always reliable

10 days and no items, when i contacted them this is the response i got

I understand you would like to know the status of your order (supplied to trust pilot).

I am unable to provide a specific date or time for when the delay will be resolved. We are actively working to complete the processing of your order as quickly as possible.

Once your order has been dispatched, you will receive a confirmation email containing your tracking details.

You may check your order status at any time through the My Orders section of your account, The order status doesnt change though?

Endless selection, ease of navigation on the site, prompt delivery and painless returns (if necessary)

Absolutely awful customer service! Still waiting on my refund from June!!

Consistently the best online retailer over the last two decades. Quality items, speedily sent, no quibbles returns. Wish I could afford to do all my shopping here.

Was sent a wrong model of boots this time. Last time there was some confusion with my order as well, I had to reorder items. Customer service couldn’t help me. It’s a shame. I generally like shopping on Net-a-Porter.

I don’t know what’s going on with net a porter but their customer service has become diabolical. They were my go to luxury retailer but I won’t order again until they get themselves sorted. Still waiting for a refund from 23 June (received by them on that day) - I am unable to get a reply on my emails .

Horrendous company … first and last order from here so wished I seen the reviews first.
Purchased a JC bag for my holidays and it arrived with oil marks and a lot of them.
I got in touch with CS by phone and sent them the images. I was told they’d be in touch ??… wtf be in touch for what exactly ? The bag has arrived damaged beyond any kind of use . 3 days later no reply so I called again and got fobbed off that they can’t do refunds, it’s there policy I asked to speak with a manager and was told nobody was available.
I’m now 4 days in no refund no return and NO BAG .
I’m now going to have to goto my bank .
It’s a scam company with no customer service support. Luxury goods my ass Lidl has a better returns policy.
Please folk after seeing there reviews too late don’t shop here , you’ll loose your money

As previous review on Net a Porter, another order processed with ease. Outstanding Alaïa shoes, fabulous website thank you x

Be careful when buying during sale periods. My return has been sitting in their warehouse for a week without yet being processed. Apparently it could take up to a month which is too long

Website and products are great but returns process takes ages as do refunds

Do not use this website.

Order Number: 1506ZZFIC2644M

This was my first and last experience with Net-A-Porter.

I ordered two pairs of shoes:

- Nike Vomero Plus for my wife.
- ON Cloudmonster 2 in US Men's 11 for myself.

When my order arrived, I discovered that the ON Cloudmonster 2 they sent was actually the women's version. The product page did not clearly mention that it was a women's shoe, which caused the confusion. Since I couldn't wear them, I requested a return with the reason "size doesn't fit."

I returned the shoes via DHL on June 23 in the exact same condition I received them. I didn't even take the shoes out of the box because I immediately realized they were for women.

After waiting almost 20 days with no meaningful update, I finally received an email on July 13 rejecting my return. What frustrated me even more was that I received different reasons for the rejection.

I now have two separate emails from Net-A-Porter stating different reasons:

- One email says the return was rejected because the designer shoe box was damaged.
- Another email says the designer tags were missing.

Regarding the tags, I returned the shoes exactly as I received them. Since it had been more than 20 days, I wasn't sure whether there had ever been a tag attached. So I checked the other pair of shoes from the same order that I kept, and those shoes also had no tag. The customer service representative even admitted that not all shoes come with tags. If that's the case, how can they reject my return because of a missing tag that may never have existed?

As for the shoe box, I returned it in perfect condition, exactly as I received it. DHL collected the package, and no photos were taken at pickup. If Net-A-Porter has evidence that I returned a damaged box, they should provide it. Otherwise, how can they conclude that I was responsible? There is also no guarantee that the box could not have been damaged during transit after DHL collected it.

What made the experience even more frustrating was the timeline. They took almost three weeks to inspect the return and notify me of the rejection, but after sending that email, they shipped the shoes back to me within 4–5 hours. It feels like they were much quicker to return the item than to properly investigate my return.

This entire experience has been frustrating, inconsistent, and unfair. I returned the item exactly as I received it, yet my return was refused based on conflicting explanations that simply don't add up.

I strongly recommend that people avoid shopping on this website. Based on my experience, I will never buy from Net-A-Porter again.

Good products and fast reliable shipping

I have updated my rating as they did honour the order after a lot od back and forth but we go there and it has ben delivered so good work - you can see my original issue below. 4 starts

I purchased a bag for my wife and received confirmation of the order on Friday, 10 July. However, on Monday, 13 July, I received an email saying, “As requested, we have cancelled your order.”

This was very confusing, as I had not requested the cancellation.

I contacted NET-A-PORTER and was told that the country on the shipping address had been entered incorrectly, with Greece selected instead of the United Kingdom. If this was my mistake, I am happy to accept responsibility for it.

However, rather than automatically cancelling the order and suggesting that I had requested the cancellation, I would have expected NET-A-PORTER to contact me and ask me to verify or correct the address. A simple email explaining that there was a problem would have given me the opportunity to resolve it without losing the item I was buying for my wife.

The communication was misleading, and the situation could have been handled much better. I am now waiting to see if they can resolve this and get the bag I ordered - I will let you all know. ;-)

Another company determined to block customers from speaking to a human being - always a worry.
Item has arrived damaged (with pen marks on it) and when I have tried to use the chat function, I am told they are too busy and I should try again later.
£7 for shipping (would be no more that £4 with RM) and the shipping was delayed.
Not impressed. When will companies like NAP realise that luxury is expressed in service received as well as cost?