YOOX NET-A-PORTER GROUP Reviews 438

I purchased a Burberry Belt for over $220 (great deal) until I took it out to wear it. The buckle fell apart when I picked it up. YOOX requested a letter from a dressmaker/ Industry Professional to confirm that the belt is defective so I submitted one. YOOX is still refusing to refund my money as they drag this issue along for months using the passing time as an excuse. Same letter to "Pass this to the appropriate department" until another customer service person steps in and starts the process over again. Shame on YOOX. Either the belt is defective or it counterfeit. Either way, YOOX owes me $200+ because Burberry should not fall apart before being worn. Yes, it is unused!!

Like others, still waiting for my refund, already for 2 months! 2 years ago this was one of the best clothing stores, I don't know what's changed, but now it is definitely the worst one.

Can’t understand why this company has not yet been charged with fraud!
They have acknowledge that the item I returned has been received yet no official communication has been made that they are processing my refund! Like many other people, I am afraid I am now going to contact my bank and report fraud since they seem to have no intention of returning my money and I have no item so that’s that!

If you are uk base and affected by these people please reach out to Action Fraud.

Took money promising 4-7 days delivery, a week later no order no movement, and refuse to refund!! Avoid at all costs, this is a scam and not a company! I will be suing them in court for more than just money

To YOOX - please read what i wrote ! I've been waiting almost a month for my money and you always give the same answer. I need my money and not the same answer! I will never buy goods from me. bad service I must say..!..If you have not received my returned goods, I must contact my lawyer and my bank. it is complete from the 7/8 I sent the return package!!!DHL Express package 5698592981 for NOT SUPPLIED has been received at the parcel shop below (ID CPH160) at BRØNSHØJ 2700 on 15-08-23 at 14:06. here is confirmation that the item was sent a long time ago!..if I don't get my money immediately, I'll write on trustpilot that you won't send my money back... I'm so sorry... it's my money!..it can't be right that I have to beg for my money..It's such a ridiculous company that only robots write here, I'm so furious now.... Ordre : 0408Y8E0223102.... klimek . B.....

A company with extremely bad service. For 2 weeks I've been telling them that I can't give them a payment and they send me standard messages or ignore to answer. Returns must be paid for out of personal money, and they cost even more than the purchase. I have only one word for them: HORRIBLE!

Shirt what i ordered was dirty, broken and labels damaged. Sent back!
Never order again.
Now is 3,5 weeks when i returned parcel, they got my parcel on 9th august and still not refund or email. Never order again!

Firstly they sent me inferior faulty substandard clothing by palm angels. Then I have to keep phoning for my refund and they keep blagging me. So I opened a case with PayPal. As soon as I have the say we are ready to refund you but yiu must close the case. Right close the case and my ability to get my money back. So now I have to wait for PayPal process to get my money back. Please do not buy from these villans you may think it's cheaper but they can't give yiu you're money back because they are decievers.

Further to my last 1 star review. Its 9 days later not and I have still received shoes; no reason given despite the fact that have sent several emails. I have although received a YOOX feedback email about the goods and service wanting me to rate the service, also email informing me that I needed to use my 15% discount by yesterday and an email today offering me free postage. YOOX is in chaos or ready to go into administration sending all these promotional emails yet they cant meet existing commitments!!!

I spent £332 on clothes and accessories, none of which were suitable, and returned them the following day - June 16th - with three copies of the customs invoice securely fastened to the front. Like other reviewers' experiences, the invoice was somehow ripped off the parcel, and it was stuck at customs for almost three weeks. When I realised, I immediately sent YOOX a copy of the invoice. It then took another eleven days for the parcel to reach their warehouse. Three weeks later, I have still received no refund, despite several emails, and a phone call to Customer Services.

I've been a loyal customer for over thirteen years, and when there has been the occasional hiccup, YOOX was able to sort it out quickly and efficiently. Now no one can give you a straight answer or accept responsibility, and there seems to be no independent complaints procedure. So you're stuck...

I wouldn't recommend using YOOX now, and I'm really sorry I've had to say that.

Update: I've now been refunded - although YOOX didn't tell me they'd credited my account - so I've added an extra star. But it is still very shoddy customer service, unfortunately.

I returned an item over 4 weeks ago and it was received by them nearly 2 weeks ago. I got an email to say they would let me know when they received the return. Their own UPS tracking number shows they did. But they say first I must wait 3 days, then 7 business days and now that has passed nothing. No emails, no confirmation 'we've got your return' and no refund. Worse still, no guidance on how much longer it will take. What Company is this? Their own T&Cs states they will process a refund within 14 days. The only option now is generate a chargeback through my credit card company. Never again and bring such disrepute to the Net a Porter brand.

If I could it would be 0, sadly the company has not improved. Once u buy they are simply not interested once left the warehouse.
They are belligerent, unhelpful, even when u point things out that is simply wrong.
Best bit, please review your item, I would love to review the item if I had actually received the item! Don’t you just love it……

Yoox is replying me that that my problem was solved, which is a lie! Firstly, they don’t care that it took me more than one month to receive 3 invoices from 5 partners. Yoox refused to help me to convince their partners to respect my legal right of having an invoice. All the products that I ordered were delivered by partners and I needed invoice from each partner and UNTIL TODAY I did not receive invoice from all the partners. I sent a dozen of e-mails asking for help, but Yoox just sends a mechanical messages that they received the e-mail.

Customer service is so poor .I wait home all day for my collection from DHL And the didn't turn up .no
Customer service and I still sitting with return s
Lk

I’m struggling for two months now to get any reasonable information or receive a refund for my The Outnet purchase (2505ZV8YM2301H), customer care responses remind of bot like interactions and are NOT helpful. I will never ever shop at The Outnet again and seriously considering stopping to shop at Net-a-Porter as well, way to go guys

YOOX used to be an excellent company - I've bought loads of items and returned loads of items but never had any issues for the past 4 years. However the last 6 weeks, like many people on here, 2 returns are stuck in Carpi, Italy and for whatever reason are not being released by UPS/Customs - have tried calling both YOOX and UPS but no one seems to take ownership. Not sure if YOOX is refusing/delaying to pay the customs import charge (if required) but at least it is some comfort knowing it's not just me who is suffering based on comments on here.

UPDATE: I have revised my rating back to 5 stars. YOOX finally received the packages from UPS and took a few days to refund my money. In total, I recently returned 6 different orders and all were refunded. As mentioned in my original comment, I never had an issue in 4 years and still never had a return refused. This was the first time however that there was a significant delay on the package being received by YOOX. Still an excellent company in my opinion and some amazing bargains to be had if you hunt around.

(15.07.23) It’s been almost a month since my packages got stuck in customs Warehouse in Italy with return to YOOX by UPS. £600. With no clear reason.
Customer service of YOOX and UPS told - “just wait”.

! UPDATE (1.08.23) after almost 1,5 month the packages have been released from customs and YOOX refund all money.

I’m going to continue buying things from YOOX. But more careful, to avoid returns.

Scam company. They will do everything in their power to ignore you when you try to return whatever defective/damaged item that they send to you. They repeatedly lie, and then go radio silent. I even re-ordered the damaged item, foolishly paying them twice, and they are ignoring my attempts to return the first item, and won't even send me the second item, nor a confirmation of the second order. Scam artists! I had to file a dispute with my bank and a complaint with the FTC again yoox.

They sold me a damaged, possibly fake item, and ignored my emails/stopped responding, when I attempted to arrange a return. I then opened a dispute with PayPal, and they finally responded, but are trying to get be to pay out of pocket to ship the item back, which will cost at least $30, instead of providing me with a label like they should. I strongly advise to stay away from this company. They have wasted SO much of my time, and have created such a headache for me. They're scam artists. I'm reporting them to the FTC and my bank if this can't be resolved via PayPal.
P.S. They have tried to get all of my reviews removed

Same as other people below, £517 tied up because my return is stuck in a warehouse in Italy. They told me it was because the courier lost one of my proforma invoices so I sent a new one. They confirm they received it. Well nothing has changed, return still stuck in the warehouse. I had to take it with American Express. Customer service is useless. This company does not value its customers. Nothing, no offers to remediate the situation and the weeks go by and still waiting for my refund

Sent a return using their label & paperwork, but the tracking did not update so I contacted them to check where the parcel was. I now have 6 emails from them saying that the info on their own acceptance email is incorrect and my return does not exist. So I am left in limbo and out of pocket. They simply do not understand the problem and do read the previous emails or even their own