Net-A-PorterReviews 190

Order #*******
Very, very disappointed client here. Hideous customer service. I returned 3 items, 3 weeks ago, however I got refund only for the 2 out of the 3 items I've returned. NAP has been ignoring my emails, and our phone communications end up being just a waste of time.
I'm a loyal customer since 2013 and I've never experienced anything like this. Customer service has been disrespectful and unprofessional. They confirmed they received all the 3 items and I was reassured that they will issue my request within 10 days form the time I initially contacted them.
It's been 3 weeks now and I received ZERO follow-ups.
I'm planning to report them to Consumer protection Bureau if they don't sort out my refund.

I tried getting some pants from this site i was going back and forth with them for two days they was telling me that ALL 5 of my card accounts was canceling my order and to speak to all my banks about this i had to put in a personal code from my bank to a lot of other outrageous process even spoke to a manager that told me it was really them that was canceling my order and i could not order from there site with no reason why at all i have never went through something like this in my life

I had a good experience ordering through net a porter but I will say I didn't have to return anything so I guess I can't fully comment on their customer service quality. I love the way they package orders as it makes it a delight to receive a package from them. I'd definitely order from them again, but if I was on the fence about a size I would prefer to go to a boutique in person to avoid the return hassle everyone seems to face.

I had purchased a set of 7 bamboo and muslin facial cloths that were packed as Monday to Sunday. I decided to try one to find out if I liked it. I was so flimsy you can see through it and was not able to wash my face with it as it was similar to putting a wet handkerchief. In addition it also stained. I attempted to explain to their customer service rep as well as the manager on duty and all they kept saying similar to a mantra was they cannot return a used item as this product is considered a beauty item. I explained I only used one cloth and the six remaining were still in the box. They did not even attempt to offer any type of compensation at all including exchanging the faulty product or offering a percentage off your next purchase. I will never purchase from this company again. There are too many online merchants who are willing to accommodate their customers to keep their business. This is not one of them.

I so wanted to like this company - i do 90% of my shopping online and i was attracted to the brand and their image. Unfortunately that's all they have is good marketing. Their customer service is awful. Long shipping and short return policies make it difficult unless you are the most organized of shoppers. I've contacted their customer support twice and was treated rudely on both occasions... and this is me living by the motto more bees with honey. I can't imagine how they treat the not so nice ones. Avoid at all costs... find what ever you are looking for at a better price with nicer people

Before I start, I would like to say I haven been a loyal customer and big fan of Net-A-Porter since 2006.

Off late the company has been sold again, this time in May 2018 to a Swiss headquartered luxury group headed by a South African magnate.

While trying to purchase an item (Product Code: *******), it was suddenly made unavailable. There were two sizes (FR38 and FR44) left so it would be impossible to sell out in one minute.

When I contacted their customer service officer, they just told me to clear my browser history and cookies.

The stock still displays as "available" on the website. However, it just can't be added to the cart for checkout.

Worse still, a few days ago my order number ******* was abruptly cancelled and I was informed that the item I had purchased was suddenly out of stock.

A few days later, another Net-A-Porter customer service officer contacted me about the availability of the item again and when I called back, a different officer told me it was not available in the system!

To date, they have ignored incident one and just e-mailed template responses to incident two.

This 12-year loyal customer of NET-A-PORTER is taking her business elsewhere to other multi-brand e-commerce companies that actually provide after-sales service or decent customer service and not outsourced, inexperienced call-centre staff who can easily be automated by AI or artificial intelligence using the same cut-paste template.

Enough is enough.

Customer ID: *******

I have used Netaporter for several years without complaint, but my experience with them recently was APPALLING.

I ordered a skirt from them that I had spent an hour trawling other websites trying to find as it was sold out. I received an order confirmation email and assumed it was being shipped shortly. Four days later I had heard nothing so I contacted them, only to be told that my order had been cancelled without any explanation and they failed to inform me. When I tried to re-order the item it was sold out, as it is in the whole of London.

I called Netaporter FOUR times and emailed them SIX times to discuss the issue. A day and a half later I got a call from Customer service supervisor Rita, who told me it was their fault for not having advised me at the time of order that they had cancelled it, but all she could do to compensate was put me on the waiting list and give me free delivery if I shopped there again.

For a company of Netaporter's calibre to demonstrate such poor customer service and not even compensate me for the fact I can no longer get the item I bought anywhere in the UK, ENTIRELY due to the fault of Netaporter cancelling the order and not telling me, is appalling.

I have been shopping with net-a-porter for over 10years. My orders are shipped out of the UK into Spain. I have had nothing but excellent customer care, a speedy delivery and returns service - theres the odd delay sometimes when the sales are on but certainly nothing to keep me awake at night! It is a terrible shame that these review sites exist as the only people who post are those who have had what they consider to be a bad experience. They do not represent the overall majority of happy clients such as myself. Things go wrong sometimes, thats life. Why post it?

Tried purchasing the shoes but my order was put on hold. They were asking me for a verification code, which absolutely and undeniably CAN NOT BE PROVIDED BY MY BANK. I bank with Wells Fargo, I have a business account and I purchase overseas on regular basis, and never I have been asked for this kind of verification. So I couldnt buy the item because I couldnt produce something that is unobtainable, even though they claim its a 4-6 digit code. WTF! I canceled the pending transaction, went to Neiman Marcus and dropped 10k. Bought exactly the same shoes and no headache. I will never ever go on this website again!

Buyer beware! I have been shopping with Net a Porter since c2010 & *used to* find them professional, prompt & efficient. My recent experience - June 18 - is in line with most of these other recent reviews. These days it seems that Customer Services does not respond to multiple emails, nor answer phones & when you do finally get through, help is unprofessional & vague!
More than 5 days passed between order and dispatch on my recent order (their terms state dispatch will be within 24hours) - this was a full price order... no sale items. There appears to be serious confusion going on behind the scenes - leading to a very negative shopping experience.

I am really upset with the service with this company, I am new to this website and simply cannot get my purchase as they keep cancelling it. I have never had this amount of trouble just trying to pay for something. They tell me it's because I am a new customer and all the call handlers sound drained and depressed when dealing with you. Quite frankly I don't think I will actually ever receive my order, it's frightening. The thing is I now worry as to whether this company are operating correctly, I won't sleep tonight as they have my card details and quite frankly I feel very very worried. This situation has left me fed up and really sad. I can only hope I actually get what I have spent the best part of my entire afternoon trying to sort out.