• Mr Porter

Mr Porter

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Overview

Mr Porter has a rating of 1.29 stars from 83 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Mr Porter most frequently mention customer service, bad experience, and credit card problems. Mr Porter ranks 268th among Designer Clothes sites.

  • Service
    43
  • Value
    41
  • Shipping
    40
  • Returns
    34
  • Quality
    38
Positive reviews (last 12 months): 0%
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What reviewers want you to know

Positive highlights

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Critical highlights

  • Unfortunately, this has been the worst customer service I have had, enough to make me write a review.
How would you rate Mr Porter?
Top Positive Review

“Great website to use!”

Declan H.
2/23/21

Just received my stussy hoodie and completely in love with it, after seeing the reviews I was hesitant to use the website but went ahead anyways and don't fault them at all! Because of the item being rare was shipped from Italy from one of there over wear house's and received the item within a week which baring in mind with COVID happening is pretty damn good! Got hold of customer services to see where my item was at and they we're spot on with helping me out where my parcel was! Would highly recommend.

Top Critical Review

“Horrible Experience”

Laurellie J.
1/24/24

I've been struggling with customer care for nearly a month to get a refund sent to my original form of payment on a pair of shoes that were faulty. The dye on the inside of the heels deeply stained and ruined several pairs of socks. This process has become so drawn out and complicated as it escalates up what seems like an imaginary hierarchy of decision-making. We won't be purchasing from this company again if we ever get this resolved!

Reviews (83)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (48)
Thumbnail of user laurelliej
1 review
0 helpful votes
January 24th, 2024

I've been struggling with customer care for nearly a month to get a refund sent to my original form of payment on a pair of shoes that were faulty. The dye on the inside of the heels deeply stained and ruined several pairs of socks. This process has become so drawn out and complicated as it escalates up what seems like an imaginary hierarchy of decision-making. We won't be purchasing from this company again if we ever get this resolved!

Thumbnail of user yusreinhady
2 reviews
0 helpful votes
January 21st, 2024

Experienced a few issues when ordering with them. From delayed delivery, wrong items sent and exchanges that took very long to receive. They used to be good but now they are just bad and not a reliable online shopping destination anymore. Customer experience and customer service needs to be vastly improved!

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Thumbnail of user ojswan3
2 reviews
0 helpful votes
December 13th, 2023
Verified purchase

Not familiar with this company, first time placing an order based on reco from my nephew out in London. Bad bad experience, hands down worst customer service!
I placed an order worth more than $200. One of the items did not come in the package. I immediately reached out and was told they would investigate. I was ok with that, however then I received another email advising they do no do courier tracking as they know what was packaged. What! The outer box merchandise arrived in was not damaged but the actual "porter" box was ripped. Very very disgustingly shameful on their part. No offering of resending the missing item or a refund!

Products used:
Clothing

Service
Value
Shipping
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Thumbnail of user gemmawild84
1 review
0 helpful votes
March 26th, 2024

Won't take responsibility for a parcel that's been left on my front doorstep and stolen, keep saying they need to investigate. Have photos to show where dhl left it what do they need to investigate

Thumbnail of user floriang24
1 review
1 helpful vote
October 16th, 2023

I ordered two pairs of linen trousers and a sued leather belt. After wearing the belt for the first time on the trousers, it bled all over the back of the trousers.

When making Mr. Porter aware of this issue, they said that it was my fault (?) and they would not take responsibility for it.

Sad but predictable.

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Thumbnail of user isajevad1
1 review
1 helpful vote
August 21st, 2023
Verified purchase

The gold plated cufflinks turned green after 1 wear! No returns or refunds Mr Porter claims that gold turns green! Non existent customer service, they don't answer emails and calling is absolutely useless.
Asked to escalate the matter, they have no complaints process and couldn't care less about their customers consumer rights.
I will be taking this further! After years of being their customer won't buy from them ever again.
They claim to be premium, but are just scammers selling faulty poor quality goods.

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Thumbnail of user f-real
1 review
2 helpful votes
August 8th, 2023
Verified purchase

Customer service is absolutely terrible. People are rude, useless, unresponsive and ignorant.

Further, the loyalty program is just a scam. Given a gold member, there are supposed to be no delivery charges. However, they always apply. When contacting customer services, they have each time a different excuse.

You find better online stores with the same brands.

Thumbnail of user coreyr206
2 reviews
2 helpful votes
May 20th, 2023
Verified purchase

After ordering an item, cancelling same day, never receiving, this bottom feeding organization has not only LIED MULTIPLE TIMES TO ME, they even lied to PayPal about " trying " to refund my money. The utter unethical, inefficient, and abject ineptitude border on criminal. Finally filed complaint with NY State Attorney General. Do NOT USE MR. PORTER AT ALL. AVOID

Tip for consumers:
Avoid Mr. Porter

Products used:
Boots

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Value
Shipping
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Thumbnail of user karolinan8
1 review
2 helpful votes
January 11th, 2023
Verified purchase

My parcel was marked as delivered even though it wasn't and I was at home the whole day. I contacted customer service immediately and after tens of emails I today received an email that after 3 months of doing nothing to solve the problem they have closed the investigation. Horrible customer service and will definitely never order from them again.

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Thumbnail of user cherylv368
1 review
0 helpful votes
December 10th, 2022
Verified purchase

I was extremely disappointed with their customer service. I bought a set of 4 wine glasses for my daughters birthday one was broken. Mr porter refused to refund my money or give me a replacement despite me contacting them several times. They refund the price of one glass absolutely useless my daughter is now left with three glasses. I would never use them again.

Thumbnail of user michaelm10448
1 review
1 helpful vote
October 8th, 2022
Verified purchase

I purchased an item from the website, but halfway through the delivery they filed a "return to sender" which I have documentation of, and it was returned to the sender for a reason I was not made aware of. They have not issued a refund and every time i call, the help like either hangs up before i can speak, or does not help. They are literally stealing from me and I dont understand how something like this can occur for a legitimate company.

Tip for consumers:
do not buy from this website, it is a legitimate scam

Products used:
none because i never received it

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Value
Shipping
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Thumbnail of user jensk33
1 review
1 helpful vote
August 28th, 2023

I had complications with the UPS delivery of my order. The driver allegedly didn't find me (although I was at home) - but the delivery didn't arrive at the UPS shop either. That can happen and is not in Mr Porter's control.
However, further handling of my complaint by Mr Porter's customer service was very poor. Responses always came quite quickly, but obviously they consisted mostly of copy & paste; So they wanted to send me back to the shop several times (despite a note that the package had never arrived in the UPS shop), because the package would be there (according to the package tracking, it was still being delivered). The whole thing has dragged on for more than 4 weeks since the order was placed. After several phone calls, I was finally informed that Mr Porter had received the shipment a few days ago. However, it was not considered necessary to actively inform me about it. Redelivery was not possible, the refund was initiated on my call. The confirmation came a short time later by email: however, I was deducted 8 EUR shipping costs. So I had to contact Mr Porter again.
Incidentally, there was no accommodation from Mr Porter in the form of a voucher or similar, despite the massive problems and time-consuming telephone calls and emails.
I can only warn against ordering from Mr. Porter. With the high prices that are being asked, you would expect a premium mail-order shop. In case of problems, they offer almost useless (albeit always friendly but ineffective) customer service. If something goes wrong, you run after your money.

Products used:
none - delivery never arrived

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Thumbnail of user kadeidrad
1 review
0 helpful votes
December 28th, 2022
Verified purchase

Horrible customer services. I will never order from this company again. UPS had lost my package. (My husband Christmas gift) they telling me that they can't accommodate me and I have to wait 10 business days.

Service
Value
Shipping
Thumbnail of user alim423
1 review
0 helpful votes
August 23rd, 2022

I purchased a few items from Mr. Porter, nothing cheap or worth disregarding. Since my order in June, I have not received anything. The packaged was "damaged" according to UPS tracking, and since reported, I have contacted Mr. Porter over the last 2 months over 10 times. I have received the same "copy and paste" email from them saying how sorry they are for this issue, and that they are working on it. But 2 months? Give me the refund I have been asking for or send me new products. Unfortunately, this has been the worst customer service I have had, enough to make me write a review. I never write these.

Thumbnail of user davidh7817
1 review
0 helpful votes
November 4th, 2022

The selection is fantastic, but the operational side of the business is horrendous. Most recently I ordered a product, and the incorrect product was delivered to me. I shipped the product back, and asked for a refund. 6 weeks later I am still waiting for a refund for what was an obvious mistake on the merchant's part. Calls and emails to their customer service team are wholly unhelpful. I had been a loyal customer in the past, but no more.

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Value
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Thumbnail of user phillipp290
1 review
0 helpful votes
August 30th, 2022
Verified purchase

What happened:
During sale I purchased two items, one was promoted with additional 20% off at checkout, which didn't work because of technical issues at the website, the promo code didn't apply automatically at checkout via chat I contacted customer service, which was helpful, nice and quick and offered that I could buy the items now and should get back to them once the order was dispatched and they would adjust the price.

This is what I did and since then they haven't managed (1 month later) to adjust the price. But I have been on the phone twice, wrote about 8 emails with different agents, contacted even the feedback@ email address voluntarily because I thought people might be able to look into a case a bit further apart from standardized replies and provided proof in form of screenshots. But still only confused standard replies.

The replies differed from:
"yes we can give it to, but then you couldn't return the item, because it would be final sale"
"sorry the item you would like to purchase is not available any longer"
"no, we can't give it to you"
"we received your refund"
"unfortunately we can't adjust the price, because adjustments could only be made within 7 days after purchase." (email no. 8)

It has cost me so much time already to explain to them their mistake, but it won't help. Gladly I used a payment provider and I opened a case with them.
I was a mrporter customer but this simply was too much. Will not buy from them again.

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Thumbnail of user rahmanullahh
1 review
0 helpful votes
July 6th, 2022
Verified purchase

Poor customer service. My return product has been lost by DHL Express. I've chased DHL express and have declared the parcel lost for a week. But apparently they are still waiting to hear from DHL. No one is bothering to sort this. Very poor.

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Value
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Thumbnail of user attilas18
1 review
0 helpful votes
February 4th, 2022
Verified purchase

I contacted Mr P. Twice, once where a sweater was reduced while it was shipped to me and I asked if the price could be adjusted. They didn't, fine bc quickly afterwards it had sold out.
The second time I ordered a lilac TF polo which was advertised as 100% cotton, it home it had 15% elasthan. I contacted Mr P who argued that it was the same shirt that I had ordered and I could send it back if I didn't want it. Maybe if they had offered me something I would have kept it, but I am now very likely to send it back.

Tip for consumers:
There are alternatives. Yoox for example.

Products used:
Mostly clothing

Service
Value
Shipping
Quality
Thumbnail of user mjohnstone1408
1 review
1 helpful vote
July 21st, 2023

What has happened to a once great company Bought a pair of shorts and a tee shirt and yes I did fall victim to the price reduction offer before I even had delivery but I understand this is a business not charity. Anyway shorts bought are described/listed as the same shorts previously bought but in a different colour where upon receipt they are totally different in quality, sizing and appearance - drastic reduction in quality from manufacturer or lazy editing from Mr Porter Tee shirt simply total wrong colour from one ordered - only fault can be attributed to Mr Porter despatch team. When they was communicated to customer service after a lot of time and effort it was agreed I would get a refund to my Mr Porter Acc not Paypal - they have tried this scam on previous customers please see other reviews. I of course still wanted the tee shirt but I would of had to pay again as there would of been no credit in my account as return would not have been rec'd - again please see below for other experiences. Of course this was again highlighted to Mr Porter along with if I wait that long sale would be over or item sold - guess what happened.? Yes by the time they used some common sense the item had been sold out As way of apology I got a telephone call from supervisor Don saying they would refund my delivery fee - well thank you very much for that Don - you mean the fee I paid myself to get an incorrect delivered item and a pair of counterfeit shorts! Great customer service Mr Porter used to be top of the tree and a great company but obviously something is "changing" there and they are experiencing huge problems so advise to stay away from Mr Porter until they can get their act together.

Tip for consumers:
no

Products used:
tee shirt

Service
Value
Shipping
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Thumbnail of user darrenb531
1 review
0 helpful votes
April 30th, 2021

I never write reviews, but I am for this one. I have never engaged with such a terrible organization. Customer service is insanely poor - so bad they may as well not have or offer it. Even for Premier Service I have waited more than 2 hours on the phone line for an answer. Email takes a week to respond; then they turn up with no notice to collect a return.

Items are fine but customer service is appalling. Very said as I buy a lot of designer items online. I will never use Mr Porter again and will advise all my friends against them.

Tip for consumers:
DO NOTE USE! Buy from Saks or Bloomingdales instead.

Products used:
Jewelry

Service
Value
Shipping
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Thumbnail of user mjm81
1 review
0 helpful votes
June 20th, 2022

I attempted to order a pair of RL sneakers from Mr Porter - three times.

Each time the documents confirmed the size ordered - and each time the sneakers were sent in the wrong size with paperwork that said they were the right size ordered. After the second return I was told I was not allowed to make a second exchange so I placed a new, third order.

Then the third shipment arrived - still wrong size - I now have two pairs that are the wrong size to return.

14 calls to customer service - mostly to overseas call centers where the only responses are monotone read scripts that don't answer the question asked... and 9 emails - with only from responses that ignore the copy of the inquiry sent...

I have been trying to get a supervisor at the call center to contact me with out luck. I have also been trying to find a phone number or contact for a USA-based office of Mr Porter... without success.

The worst.

Thumbnail of user stephenb2505
1 review
1 helpful vote
April 2nd, 2023

One size fits all? Hardly! I spent 150.00 dollars for a cap that is XS. Do not buy! I do not recommend!

Value
Shipping
Thumbnail of user liz25
1 review
1 helpful vote
August 23rd, 2021

I bought a gift for my fiancé's birthday. It's a ring and I only received AN EMPTY BOX without ring! I contacted them 4 times and kept being told the investigation is in process. It's been 2 weeks already! What should I do in this case? That's ridiculous! Wordless! No response yet. Who has the gut to buy expensive stuff from a website like that again? They don't care and 24/7 customer service means no solution at all and no explanation. Will never trust them again

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Thumbnail of user nicklast
1 review
1 helpful vote
July 7th, 2021

I've called the CS team now 3 times. They always say that they will get back to me, but never happens.
Next time will then be the 4th time calling them as this case is not yet solved.

I'm simply just trying to get my refund for 2 items.

I will definitely not be buying from them again, even though working with Mr Porter as my client. Very sad.

Thumbnail of user harryt188
1 review
0 helpful votes
February 10th, 2022

Absolute terrible place to shop, had several orders cancel on me without an explanation. They love to point fingers at your bank but i can tell you 100% without a doubt the problem is on their end. I've used 4 cards and all cards resulted in my order canceling. After having paid with apple pay, they held the amount on my card and insisted that they can't see the order being placed on their end. After having been in contact with the support team they finally admitted it must be a technical error on their end and that i'd need to wait a couple days to hear back from them. In the meantime, they've informed me that the items in my cart have all sold out. I would rather get hit by a car than to attempt to buy something from here.

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About the business

MR PORTER is the global online retail destination for men? ۪s style. Shop from over 180 of the world? ۪s leading brands and enjoy expert weekly editorial content

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