Net-A-PorterReviews 190

Net-a-Porter used to be very good, now it has absolutely ineffective customer service and sluggish processes. On this occasion, Net-a-Porter have continually put the wrong size item for the delivery and after a month of getting it wrong I was instructed to cancel the order as they were not able get it right. When this was escalated the order was further delayed and the manager to whom it was escalated simply ignored some of the issues raised. Net-a-Porter is completely divorced from responsibility for their continued gross mistakes, unreasonable delays and breaching their own deadlines. After over a month of going back and forth with the customer services team, the size I ordered sold out. Despite numerous complaints and escalations they have not kept it aside to be able to correct their mistake. They didn't offer any compensation for extended delays, holding the money and ultimately not honouring the order. It used to be unacceptable and the Net-a-Porter customer services team was able to actually fix a problem - now it leaves you lost for words. The quality of service is unbelievably low and not appropriate for what it supposed be a luxury goods business.

I've been a customer of Net-a-Porter for so many years, and I noticed with time poor quality and how the company went down in general of all services.
Unfortunately, a customer has no voice or support, to be short, I would not recommend anyone to purchase fine jewelry and watches from them, the Cartier watch I last purchase came with scratches, I barely took it out from the box, I didn't like the size and returned right away, needless to say they blamed me for the scratches, I had to contact the company to find out why the refund was taking so long, I finally heard from a personal shopper saying that I damaged the watch. Really!

All I can say, no one had the decency of following up with me and explain ti situation or ask me questions, instead they decided to refuse the return and send me the watch back, so now I'm stuck with a over 11k watch that looks too big on my wrist and I am being penalized for something I didn't do.

Shame on everyone… and PS have no idea of anything besides to try to make commission on your back without giving any support.

I received an email that the items I purchased were sent, then I didn't hear anything for 2 full weeks. I called the company to ask what was going on, and for an update on the items, where I was told these items were sold out. I asked why I was not informed of this? I was told that they did not know, which does not make any sense. I was charged for this payment and it seems that if I did not call, they would have just kept my money and never sent anything to me.

This is the second time I was "sold" something that was out of stock in less than 6 months. This company used to be a great company. Something has gone awfully wrong lately if they can't even keep track of their inventory and order management.

I bought a foundation which was discribed as almond or neutral it turned out to be quite a dark brown it was obviously unusable this company refused a refund even though it was clearly mis-sold dont use this company!

Deliverd the finest in both product,wonderful customer service and fantastic selection.I was so impressed got exactly what I ordered.Thankyou!

Please consumers do not use this company you will never get your refund on return items. They will find something wrong with the item to keep the sale. And this is an overseas company that uses a New York address but, no one is at that address. Please don't get trap it's not worst the lost of fund. This company will take your money!

My husband purchased some items for me. I returned all the items. The boots were packaged separately, however I combined the earrings and necklace and we only received a refund for the boots and the necklace. Since I packaged and shipped at the UPS store which is on camera there is no way that they did not receive the earrings. As a news anchor, I will be doing a story on this. We all deserve an answer!

I returned a pair of Gucci pants on the 5th, today is the 17th and although they were received at the Netaporter "warehouse" 4 business days ago, I "won't get a refund for 2 more weeks" someone in bookkeeping is paying for yesterdays inventory with todays purchase?

Net-a-Porter used to be a great company, but it has gotten so incredibly horrible that l will no longer shop there, ever! I purchased a pair of extremely expensive ( $18,000) earrings and wanted to return them. L was just stunned that they require UPS GROUND SERVICE! Seriously? This isn't a clothing item, but a valuable pair of earrings and they should be sent back by priority OVERNIGHT SERVICE!

What decent company thinks it is acceptable to ship such a valuable item by ground service? Not only are there delays with ground service, but multiple lost packages, especially during both the pandemic and the holiday season. Oh wait…l get it! If the parcel gets lost, l am expected to wait for over six to twelve months for a lost package investigation before l receive a refund. No way!

I called both customer service and my personal shopper, Rosalia Romero, to request an overnight shipping label. Both parties guaranteed that l would receive either a response, or a new shipping label, within 24 hours at the most. I received neither. Instead, l got a lot of incredibly horrible attitude from their customer service department, the "special" customer service department that caters only to so-called VIP clients. What a joke! Although the phone number is different from the "regular " customer service number, it is the same representatives, and they are so unhelpful and dismissive.

Buyer be very, very, aware, especially when purchasing more expensive items!

To say that I am disappointed is such a gross understatement, and such a subtle way of expressing my real feelings with this shoddy and grubby company. I have purchased so many things from them, and when I recently bought an Yves Salomon jacket from them, I took it out of its bag and from that moment I realised it was literally falling apart in my hands. Net-A-Porter immediately took a huge step away from standing behind the products they sell, and simply said the maker of the garment didn't think there was an issue, and that that ended the matter. It was an extremely expensive jacket and more to the point, it was in very poor condition, and very poorly made. If a company are selling a designer's products and charging adequately for them, they MUST stand behind them, and not offer the most pathetic feedback to customers as to why they are alone when it comes to issues. Net-A-Porter CANNOT be trusted with your money and with your welfare when it comes to endorsing what they sell, and they are skilled in sidestepping and avoiding acknowledgement of any issues, simply stating that really, it's bad luck on your behalf and that your hard earned money has been wasted. As a loyal customer and someone who has really spent good money with them, I am stunned at the treatment I have received and really disgusted at their stand on the whole customer service, and lack thereof. This is not a company anyone should trust, as when something is not right, they will not feel any amount of ownership for what they have sold you, and you will be left with poorly made, and in my case falling apart clothes, and your money is blown. What a sad way to end a relationship, and what a truly horrendous and narrow perspective they have, in terms of how to treat customers when there are issues and concerns.

I have shopped with Net since the beginning and their current customer service is terrible. Get ready to talk to someone with questionable English in a third world country. Get ready for your repeated requests to speak with a supervisor to be ignored and for no call back. Returns take weeks and the items are badly packed. I will be closing my account after this last incident.

I was browsing Google shopping the other day and I saw that Net-A-Porter had a specific limited edition fragrance product from 2018 (it was released in summer of '18 in limited quantity, never to be released again) listed on their site and it had a "back in stock" label on it.
My gut told me that this was a listing error, and it was actually another version of the product, but I thought there may be a chance they actually have the limited release product that I was looking for... who knows, right? Maybe they got ahold of some back stock from somewhere? Lots of possibilities, you never know.
Well, I decided to go ahead and purchase it... what could go wrong? Lol!
It turns out that my initial instincts were right. It was a listing error. The product they shipped me was not the product that they had advertised on their website. It was a different version -- it was the regular version of that fragrance, not the limited edition that they were advertising. I notified their support rep via their online chat about the problem, and they apologized and immediately gave me a return label. I shipped it out, and they received it... and that was TWO AND A HALF WEEKS AGO. I've contacted their support three times since then and I've been told the same thing every time. They say they're looking into it, and it will be refunded back on my card as soon as they do. They won't give me any kind of a timeframe, and fun fact -- the bad product listing on their website is STILL UP right now, as I type this, even though I specifically told them what was going on and they were listing the wrong product. Does anyone actually work there? I'm giving them one more week, if I don't get a refund by then, I'm contacting my bank and asking for a chargeback. I will update my review if / when something new happens, but as of right now I am extremely disappointed in the quality of their customer service, despite the fact that their support reps are friendly and responsive via the online chat link on their site. If I had to guess, I would say that those folks are working for an outsourced firm, and that's why they're the opposite of the people who actually work for Net-A-Porter in the service / refunds department.

Not sure what has happened... I ordered an expensive gift for my daughter, I paid premier, it should have arrived on Thursday, I'm still chasing, they say they attempted to deliver it today but nobody was in! Well that is a lie, I have been in all day and have a ring doorbell that records all activity! You can't get through on the numbers, if you request a call back it is from NYC! I am so dissappointed! I just want my refund - problem is you have to wait for this! Shocking! Do not order from them!

After reading the rest of the reviews I can't say I am surprised now at my experience. Ordered premier delivery, didn't arrive, called up twice and I was informed it would be sent today day, still not arrived and I am going on holiday tonight. Don't even attempt to reach premier by phone, chat is always off now too. They are beyond incompetent as a company and have lost their way. They need a new GM/MD & head of warehouse & customer service. I'll be taking my custom to farfetch or selfridges.

Not honest - worse customer service. My 15% code didn't work, I chatted with a customer service as I was placing the order, who said that as soon as I place the order, I will be refunded. 4 weeks later, 5 emails, 3 phone calls and 4 online chats, I have yet to see the refund. Someone said they refunded the money - they didn't. Now they're saying the items were not legible. TAKE SCREENSHOTS OF YOUR CHATS. They are liars. I would never buy from them again.

Worst customer service and returns policy/ system ever. I called 5 times over 2 days to get a returns label waybill label. They kept sending me a proformer paperwork. They assured me it had been escalated and would be made a priority. Don't bother. They will say anything to get you off the phone. I also emailed them, no response. Over 30 hours waiting and still no label. The courier can't take the return without this. If Net-a-porter had bothered to include this return label in the box, I would not be having this problem. They have gone down hill so much. Spend your money at Matches or FarFetch. They both give great customer service.

I have been in contact with Net a Porter customer service for the past 6 weeks and have now had to start proceedings at the Small Claim's Court because they are now ignoring me.

- What happened -

I accidentally posted over £700 worth of clothes to Net a Porter by mixing up the labels. Net a Porter received my parcel (confirmed by their customer service team). It is not Net a Porter's fault that I sent them the wrong parcel, but the items inside the package are still my property and Net a Porter have no rights over them.

- What Net a Porter said -

When I realised, I contacted customer service who said they would search for the parcel and reply to me imminently. 6 weeks later (!) they seem to have lost the parcel and have told me they will compensate me for the value of the items. I have given them receipts and all information necessary to compensate me or return the items. They have now stopped responding to me and have not returned my items or compensated me for them.

I have no other option but to go to the Small Claim's Court to order Net a Porter to return the items or compensate me for them.

This is extremely disappointing. I have always had such pleasant experiences with customer service teams from other brands. I have never been ignored, told to wait for replies that never come or treated in such a poor way as with Net a Porter.

Not sure if they gonna do anything about this, they basically asked for our tax number but never insert in the invoice. The local custom charges like crazy.

Think 3 times if you are sending to a country with a bad tax system like Indonesia.