Alex S.

Here is my experience with NAP.
I decided to buy a present for my wife. So, I found what I was looking for on NAP Internet site. Since it was a gift I wanted them to send it to my work instead of home (not to ruin the surprise).
1. I place an order and received conformation.
2. I received another email from them several hours later saying that they are not able to verify address with my bank.
3. I called their customer service to find out what is going on with my order. I was told the same thing – that they are not able to verify billing details with my bank. I explained that the card that I am using for the purchase is linked to the shipping address and there is all information in my bank. I fact I have been using this card for long time. I shipped to my work all the time and never had any issues regarding confirming billing details. So, I left my bank's phone number and I was told that they would call back.
4. Received call from NAP. Rep said that they will cancel the order because they do not trust the shipping address. I called my bank. They told me that the address was confirmed. I asked NAP rep for an explanation and all they could say that we do not trust. How is that possible? Card is mine, billing and shipping is confirmed with my bank through credit system, I provided all info to prove that it's me and they still cannot ship!? On NAP site it says that you can ship with a signature so I will sign for it and if I am not available they would leave a slip. Also, I could ask for delivery without confirmation so they would just drop package by the door. So they are not liable for what happens to package. Girl on the phone could not give me a good reason or explanation. She said it's finance department. They are the ones who make decisions. She also told me that it's my problem and I gave them address that they could not trust. Well, that's my address and that's why we have credit card system to prove that. I asked if I could talk to finance department do they can explain. She said that they do not talk to customers. WOW! NICE SERVICE!
5. Finally they just canceled my order without an explanation.
In summary I will just say that it was a complete waist of time placing order on NAP site. The surprise for my wife was ruined because I lost time going back and force with their "customer service" for no reason at all. Time has gone and even if I find replacement for my gift it would be too late. Very poor customer service. No explanation given. I shop a lot online and luxury goods are not exception, but I will never buy anything from Net-a-Porter again. I suggest you to think twice before placing order. Just stay away and find a good alternative.
Alex
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