THE OUTNET  Reviews 8,188

I dont understand a company that has “policies” that dont make sense. I requested a price modification on a jacket whose price went down right after I ordered it. Per their policy, they only modify it if they have my size. They have smaller sizes in stock but not my larger size. The policy doesn't make sense and offensive given my size. I appealed the policy and asked for a manager to review. Each time I was given the same policy language. Now I want to return given this upsetting experience.

Not this time. From the last 2 years it’s one of the worst sites to buy. Só unless you know the products not an hint of measures. Orders arrive up to 2 weeks after. Returns Take more than 2 weeks. Check very well the itens you receive. Some are soiled or not New, with a terrible smell. No updates on sending or returns. Some itens for sale are almost vintage. NOT a reliable site at all. I’ll apply the same to YOOX .

I’m usually very happy with THE OUTNET and have always experienced quick, reliable delivery. Unfortunately, this time was different. I placed an order with express shipping, but it didn’t arrive within the expected timeframe.
When I reached out to customer service for an update, I received a rather unhelpful response suggesting that I collect the package myself from the distribution center—despite having paid for express delivery.
In the past, customer service has been excellent, but this experience felt abrupt and snappy, which was disappointing and not in line with the standard I’ve come to expect.

I’m simply so disappointed with The Outnet… I’ve shopped here several times before and been satisfied. But now things have gone wrong. I’ve been waiting for two months to get my money back from them. They claim that UPS has lost the package I returned and are therefore handling a case with them. As I said, this has been going on for two months, which in my opinion is far too long.
They should simply refund my money and then deal with all the logistics with UPS afterwards. I have sent all the proof and documentation showing that I handed in the package, and I have even done this several times. But all I get from customer service is that they are very sorry, that they will get back to me when there is any news in the case, and that they ask for my patience… which ran out a long time ago.
Poor customer service. I’m so disappointed and will not shop here again.

The Outnet has recently run a 30% extra promotion. The promotion was misleading as not all items were not reduced at all from the days leading up to the sale. Despite a number of emails asking for clarification, I have received no response other than one advice that simply states no discount applies. No rationale was provided. This is very disappointing. The Outnet needs to ensure the accuracy of its advertising.

Beautiful products at fabulous prices . Takes a whine to arrive as coming from Italy so be prepared for delay.

Delivery box broken but thankfully goods fine.

Sent my goods back a week ago & apart from acknowledging my return , I’ve heard nothing else.

Got goods in my basket for next purchase but nervous as still no talk of refund …. Let’s see …

I've used The Outnet for years and have superb service. This is my first time in a few years and I cannot believe the difference. I spend over € 500, and the delivery service is dreadful, after 10 days the first failed attempt resulted in another 7 days. During which time I could not change the day or date. The customer care was non existent, and repeatedly they ignore my emails and say they can do nothing over the phone. I still have not heard from them regarding a refund, as I sent all goods back a week ago due to inability to change the day. No response, and on the phone they say nothing at all. Dreadful service. I have read subsequently they were sold off the main group.

So I got some items here since last year . Which I’m yet to receive , I reached out to outnet and I was asked if wait 21 days . It’s currently almost 3 months with no word regarding my parcel . I have sent mails which have been ignored . I shop here quite often and it’s been wonderful . I wonder what is happening.
I currently have a bunch of items I want but I have been stalling my purchase .

I had a very disappointing experience with THE OUTNET.

I ordered a Toteme trench coat in size 30 but received size 32 instead. Because of this mistake, the coat was far too large and I had to arrange a return. While I was dealing with the return process, the correct size sold out on the website, which means I lost the opportunity to purchase the item I originally ordered.

What was particularly frustrating was the response from customer service. I received a generic template reply explaining the return process, but there was no acknowledgement of the mistake and not even a simple apology.

Mistakes can happen, but when they do, customers expect at least a minimal level of accountability and proper customer care.

Overall, a very disappointing service.
**********************************
Updating my previous review after receiving another response from customer service.

“I can see that you ordered the TOTEME item in size DK 32 which is EU 34 and the size 30 DK is equivalent to size EU 34, and you already received the size you ordered.”

🤯 Apparently, two different sizes now correspond to the same EU size.

At this point, I’m less concerned about the coat and more impressed by the creative approach to size conversion. I only hope they understand what they are writing, because I certainly don’t.

At least now I know where I will not be placing any future orders.

Fabulous merchandise and quick to ship. No bother returns. A new loyal customer.

No one responded to my request for Return number of my Order 0103Z3MGW2601H.

Tried calling THE OUTNET Customer Care +44 330 022 4250 /088 011 4250 many times but to no avail. Kindly advise me the correct telephone contact number.

I have created a Return Request for Order 0103Z3MGW2601H to return one S size white dress AREA Crystal-embellished stretch-jersey mini dress @ USD300.00 but I did not receive the Return Number.

Please let me have the Return Number for us to fill in the Returns Proforma Invoice urgently. I will arrange for DHL pick up from my office to return the said dress to THE OUTNET via YOOX NET - A - PORTER GROUP.

Looking forward to receiving your favorable reply. Please email me urgently.

I am the Secretary to Chui Meng LAI. Thank you!

Their policy states that they allow size exchanges without charging a return fee. When I emailed customer service, they refused to honor this part of their policy, even though it is very clearly stated on their website. Additionally, they claimed that a DVF dress size XL would fit a US size 10 on the product page. Upon receiving it, it was too large. I checked the DVF website’s size chart and saw that their XL is for a US size 14/16 (something like that). Despite having screenshots of this and The Outnet’s error, they refused to allow a return. The Outnet is dishonest and does not follow their own policies.

I am quite dissapointed about the customer service, it used to be much better i feel like.... I returned the goods i purchased and provided the drop-off receipt with the pre-labal (UPS) provided by the company. UPS lost the package and the company after 20 days have not refunded my return. It is a law that the retailer is responsible if the package got lost after the drop-off. I do not recommend to shop here....

This has to be the WORST company in the UK.. I ordered a parcel in December, but it was delayed, and I returned it. I have not gotten my refund for over 3 months now. The customer service team is absolutely unhelpful and keeps telling me they are looking into it. The last call I made, the man literally hung up on me and refused to transfer me to a senior team. Absolutely unacceptable. I have never experienced such unprofessional behaviour. I will NEVER buy from this horrible company again

Shopping is fun and time saving on The OUTNET. It is a great source of high fashion at reasonable prices. The return experience if necessary is easy. When we all need to find more time to do everything, it is great to find help getting things done,

Take off the words “items may be returned or exchanged within 28 days of delivery” on your website because I was told the outlet does not do exchanges. Now I have to repurchase the shoes.

I like this site

I have been contacting this company for several months regarding an order worth £170 that was never received.

Each time I call, I am told the issue will be investigated, but no follow-up has ever been provided. I have also sent multiple emails which have been ignored.

The parcel was marked as delivered, yet there was no proof of delivery and the item never arrived.

At this point I would simply like a resolution and a refund for an order that I never received however the company have not addressed this despite numerous attempts on my end and reassurance they will on theirs.

I made a return! Followed the protocols of the company. I placed both items into the original box, used the return label provided by the company, taped the box and sent it via the recommended currier!!! The company is denying my rights for a refund since the box arrived empty!!! It is very unfortunate but I AM NOT RESPONSIBLE FOR THIS!!!!! I followed all the protocols!!! The company should hire better and more honest workers!!!! ( perhaps one of them took my items out of the box) and it’s worth over 1000.00!!!!

Good experience