I am a long time customer here and I am happy to say I will be taking my business elsewhere!
To claim to be pro-peace and then taking off an Israeli designer! (and by keeping one that's Pro Hamas).
I look forward to watching your company fail in the stock markets because you just lost most of your cliental.
#IStandWithTheJewishPeople

This was my first time purchasing from Net-A-Porter, and it seriously left a lot to be desired with their customer service experience.

I placed an order for a few bottles of perfumes for a birthday gift from Net-A-Porter on Monday evening. I received a confirmation email and thought everything was in order before heading to bed. When I woke up and checked my credit card account, there was a reversal from Net-A-Porter - but no cancelation email. I called Net-A-Porter and was told it was canceled because I had the order sent to my mailbox instead of the address on my card. You would think that getting packages delivered to a secure mail center where someone could sign for the package and keep it safe for me would be ok, but Net-A-Porter just wants the package delivered to my house and left out in the open for anyone to take as they see fit. After a back and forth with their rep, they could do nothing, and they just told me to place a new order. Lo and behold, when I went back to place a new order, the items I wanted were sold out. I called back and was told they could not help and they would put me on a waiting list in case the items got restocked.

I proceeded to make a new order with alternative products from the same perfume line. An hour after the order was placed, I received an email saying that Net-A-Porter needed me to call my bank to get a transaction authorization code. I called Chase bank, they looked up my credit card transactions and said there was no code to give out. My bank said that Net-A-Porter could call to do a merchant verification if they needed to verify that I had more than enough funds on my credit card and whatever else they needed to verify. Net-A-Porter refused to call them. I had to go back and forth between Net-A-Porter and Chase so many times, finally a manager from Net-A-Porter explained that it's not actually a transaction authorization code but a code that Net-A-Porter had created and added onto the transaction as a way to verify its customers and transactions. I called Chase again and they found a 6 digit code. I provided the code to Net-A-Porter and they said that it'll take them 1-2 hours to verify and then send me an email with the UPS tracking information.

I waited all day and no email. I still had hope for my package to be sent out overnight for me to receive it within this week in time for the birthday party. After more than 5 hours, I still didn't hear back, so I called into Net-A-Porter and surprise they canceled my order again without any notification. What is the point of taking down my contact information if you're not going to contact me if (and I really wonder if there really was) any issue with the transaction? If it was a bad address like the first order, I could have easily provided a new shipping address. This time I had no idea why my order was canceled. Again I was offered a "sorry we can't do anything, please place a new order," but even these alternative selections I made were sold out. So now I sit and wait to see why my order was canceled after I jumped through hoop after hoop after hoop like a circus animal because of this one transaction that wasn't even over $1000!

Like everyone else, I placed an order for an expensive purchase, and was absolutely steamrolled by Net-a-Porter. First off, never in my life has a luxury company ever asked me for an access code for a credit purchase. I mean, I get it, I'm middle class and maybe I shouldn't be blowing my money on make up, but seriously? STOP JUDGING ME. Even my bank thought it was absurd, because they had already approved the funds and didn't think it looked suspicious. It certainly looked vaguely fraudulent when I called! And then when it came to delivery, what a PITA. We have an access point set up at our apartment so that all UPS deliveries go to a nearby store (because we've had packaged get nicked before). But nope, Net-a-Porter refused to deliver to an access point because I had to sign for the package *personally*. They did not seem to understand that I work in a secure office building where personal mail is explicitly forbidden, and it's just not an option. They did not understand that no, I could not take a day off to wait for my package, nor the fact that my apartment building offers no access to non-residents. Literally, no one would be home to sign for this package and delivery people can't get in anyway. So not only did I have to tell them I AM POOR AND I CAN'T AFFORD A DOORMAN/CONCIERGE but I HAVE TO WORK FULL TIME BECAUSE AGAIN I AM POOR AND THIS IS AS GOOD AS IT GETS FOR ME. They didn't understand that the UPS driver could not just leave the package, because it would surely be stolen. And if it didn't get stolen, then my package would melt outside in the hot sun on my concrete entrance in the heat and humidity. After all was said and done, I had to drive to an even sketchier part of town to pick up and sign for my package at the UPS depot at 8:00 pm at night. LIKE MY DAY WASN'T LONG ENOUGH. The whole process was absolutely mortifying. I just felt dirty and like I wasn't "good enough" for their service. They questioned my payment. They questioned my standard of living. I just wanted to spoil myself a bit and now I feel even worse. It's safe to say that I will just order my "fancy" make-up from Sephora or Neimans or Nordstroms or Saks from this point forward. Or maybe even directly from the company. Awful. Sincerely dreadful. I gave two stars because I finally received all of the cosmetics that I paid for and the brands are the high quality that I have come to expect (five stars), but Net-a-Porter is horrible and I would give them zero stars, if I could. I feel like they were punishing me for being "lazy" and ordering everything I wanted through one portal. HAH. Convenient? Never.

I really do not post reviews, especially not negative once, but since the downfall of the service, shipment, admin of the once glorious Net Aporter since July this year, I have to move on. Where there was once impeccabile customer service, expidited delivery, now all that we are left with is: packages sittting at the DHL dock for weeks, while your card is being charged; once you get credited back the exchange rate of the debit is not applied, but ratehr the one of the day, followed by, instead of an apology or a credit, I get a " CONTACT YOUR BANK"... well it takes a third grader to understand that unless you credit back fees with the same exchagne rate applied at purchase, there will be a discrepancy. Now clearely as a 10 year loyal customer of Net A proter, clearely I do not "need" the difference, but a courtesy email and aplogising for the oversight would have been nice. Instead I get rude replies as if it was MY fault the package is sitting in Docklands from December 8 - February 8...
Add to that: delayed deliebries; merchandise not arriving; merchendise in the box missing yet charges on the card are made; damaged goods. Guys hts are packaged in a hat books otherwise they dent...; and I can go on and on and on, all in a time span of 5 months. I hate to leave, but she the founder has left and net is aprt of big corporations, the issues we ahve now are NOT a fluke but the mere reality of an amazing service going down the drain after a maker take over. Luckily there are options, but I am still sad to see where we tand today. Sorry, but people should know what was and what is. If you join now then the service provided mught be better than others, but when you ahve been a regular client of NET for 10 years, certainly the diffrence service, delivery and customer service is not what it used to be.

This is my email to net-a-porter. The worst online retailer ever. (do read before making the purchase from them)

Hi there,

I have written at least three emails regarding the missing shoulder strap for the Jil Sander Large Leather Bag.

I would like to highlight that this is my first time purchase from Net - A - Porter and I must say that it has been an utterly disappointing and awful experience.

Needless to say, Net-A-Porter must be quite overwhelmed at the moment with the sales campaign but it is no excuse in being so unprofessional in resolving this seemingly simple problem: sending a shoulder strap for my bag. Bear in mind, I have already made the payment, I received an incomplete item, Net-A-Porter is a happy recipient of receiving the payment while on the other hand, from a patient waiting customer, I've become a disgruntled customer waiting for a missing shoulder strap to be mailed to me.

So far it has been either I receive an auto message that says there will be a slight delay reply from Net-A-Porter or a message that aims to brush me off by making me believe that the staff intends to search for the shoulder strap but somehow couldn't care less whether the strap can be found or on the mission to mail the strap to me.

In my last email, I have requested the shoulder strap to be mailed to me before 30 Jan, well I am not surprised that I'm back into the vicious cycle with Net-A-Porter. Could I be the only unlucky one not to receive a shoulder strap for my bag? Is it even possible that Jil Sander has ran out of shoulder straps?

Latest update: I should have known better to put myself up for another round of bashing disappointment, I actually made an international call to find out when Net A Porter intend to mail the shoulder strap. The helpline person basically said the same thing as what has been written in the email -- we will look for the shoulder strap.

First of all, I can read. There is no point for me to hear the same thing which is exactly the same as what has been written in the email. What do you hope to achieve by making the customer feels like a fool? Am I supposed to accept the reply and shrug off," oh they must be busy..." Perhaps I should also highlight that I am very busy too, and I'm wasting my time to ask for a shoulder strap to be sent to me when it is a mistake made by Net-A-Porter and it's quite obvious that there hasn't been a display of urgency to resolve this mistake. The approach has been -- when we find or do find the shoulder strap, we will mail it to you. If you can't wait for it, you can return the bag to us. I have only one word for you - WOW!

Is that your online retail shop business model in resolving a problem and customer recovery process?

I am totally appalled by the indifferent tone by the helpline person who basically has a script to read in handling calls from disgruntled customers everyday and at a minimum wage. Perhaps you can say that I'm not hearing what I would like to hear. Well, I can say not only the company failed in ensuring the right items are mailed to the customers, and obviously feeling rather cocky in losing one customer is not a big deal at all. I guess the main focus is always to ensure the founders of Net A Porter have their photos taken with important fashion people in glossy magazines. While the customers just have to deal with the inefficiency caused by the company.
Whatever it is, I must have a blood clot in my head having an impression that amongst all the online retailers, Net-A-Porter is the highly rated and recommended retailer.

In the end, they couldn't locate a shoulder strap for me.

Annabelle
Order number: *******

My all-time worst online shopping experience occurred on Net-a-Porter. I ordered a couple of jackets that were on sale. Simple enough. I received an email that said the order was undergoing a security check, and that once it passed, the items would be shipped. Then the experience turned into something like the soup-nazi episode on Seinfeld. The price on the jackets dropped two days after I ordered them, so I called and asked for a price adjustment. I received an incoherent response to the effect that the policy was not to give customers the price break unless the "timing" was right. (None of this "the customer is always right" stuff that NM, Saks and other major retailers regularly provide.) Then Customer Service demanded that I register my shipping address with my bank, since my billing address was a P. O. Box, and once the bank confirmed it the items would ship. No such luck. I even set up a conference call with between myself, Net-a-Porter customer service, and my bank, during which my bank approved the shipping address. A couple of days later I noticed that the hold for the items had dropped off of my credit card account, but I had not received a shipping notice. I called again and Net-a-Porter customer service said there was still a problem with authorization of my shipping address by my bank. I confirmed that the bank had authorized the shipping address. Then customer service informed me that my shipping address was not a residential address, but a mail drop. Since that was no secret, I confirmed the fact that it was a mail drop, and advised that I had used it for years and that no other vendor had complained. Net-a-Porter said that the concerns were for my own security. I said, "Then how am I supposed to get the merchandise when you refuse to ship it to my shipping address?" The lady told me to find a friend whose residential address I could use for shipping purposes, since I never give out my residential address so as to avoid stalkers. (I work in a field that involves a lot of violent, dangerous men.) I was advised that it was my tough luck, and that they were only concerned about my "security." I pointed out that Net-a-Porter.com was not going to stay in business very long if it would not approve people's shipping addresses, but kept creating more hoops to jump through. I came up with a friend's address for shipping purposes, and I got the authorization codes on the purchases from the bank, yadayada, as demanded, and STILL Net-a-Porter won't send me the goods. This has never been an issue with any other retailer I have dealt with. Net-a-Porter.com is an exercise in frustration. Shop elsewhere and save yourself the stress.