Net-A-PorterReviews 190

Don't buy sunglasses from them as you won't be able to try them on.they place the tags in the worst possible place! How can you possibly see what the glasses will look like with tags obstructing your view!

I bought these sunglasses last year for my wife's birthday. She doesn't wear them every day, but during our trip to Dallas in May, she wore them and both lens screws came off. We lost some screws and other small parts. The screws came off from both lenses, but nothing is broken. I asked the company to repair them, but they only offered me a 10% refund, which is $36.00. I even offered to pay for shipping, but they still refused. Here is their reply:

"Please be advised that we can only offer you a maximum partial refund of 10 percent for the local repair of your sunglasses."

I would like to share my very painful experience with Net-a-Porter. I have been a loyal customer of theirs for over 10 years and have spent a considerable amount of money there. Their customer service has not been at a high level before, but what I have encountered now has simply shocked me. I placed an order 1.5 months ago for 600 euros. The parcel was not delivered to me, but the status said that the order had been delivered. I contacted UPS, who delivered the order, and they said that the parcel was left in some office and received by a person whose name I do not know. I passed all this information to Net-a-Porter and asked them to look into it. I asked about the investigation deadline and was told that it would take no more than 3 weeks. Since then it has been 1,5 months. Every time I call customer service, they tell me that the investigation is still ongoing, they don't give me an exact timeframe, they promise that the management will contact me, but nobody gets in touch. Each time they say the same thing - the parcel was delivered to the office (I have already said and written a hundred times that my home address was indicated, I do not know what office we are talking about).
In the end, my 600 euros just disappeared. And this is a company that positions itself as a luxury shopping experience!
To say I'm disappointed is an understatement. This is my worst shopping experience ever!

After a disappointing experience with a purchase, I feel compelled to share my story to caution potential customers. I bought a damaged leather good and immediately reached out to the company for a resolution. Despite providing clear evidence of the defect, including photos and the fact that the item had never been worn (evidenced by the attached tags), my efforts to rectify the situation turned into an ordeal.

Over the course of several months, I wrote to customer service more than ten times, each time hoping for a resolution that never came. The communication from their side was painfully slow and, ultimately, unhelpful. The final blow came when they declared they would not refund or exchange the item, effectively leaving me with a defective product and out of pocket.

This experience has not only resulted in financial loss but has also significantly diminished my trust in the company. Their failure to provide basic customer service and stand behind their products is alarming and should serve as a warning to others.

To those considering a purchase from this company, I urge you to think twice. The lack of accountability and customer support I experienced suggests that your money might be better spent elsewhere, where customer satisfaction and service quality are actually prioritized.

Net a porter is a high end designer online store, so not unreasonable to expect excellent customer service. Absolutely not the case here. They are happy to sell stuff to the customer, that is not a problem, but try returning it for a refund is where the trouble starts. They are uncommunicative, and totally incompetent when you ring to enquire after a week why your refund status is not showing on your account or even that the item has returned to the warehouse. The agents x3 all promise faithfully to look into, escalate and investigate what is going on and assure you that they will prioritise your concerns and email you back. Non of this happens. If you go to Trustpilot their negative 1* reviews now outweigh their positive ones. Avoid them at all costs or if you are in the same situation as myself, still waiting for some communication after 2wks about a refund, start a case with Resolver or the Trading Standards Ombudsman or a chargeback claim.
If you want an online designer retailer who are efficient and have got their act together, look no further than MATCHES- don't use this bunch of cowboys.

Purchased sandals; seemed to fit when received; when I went to wear a month later the lining completely separated from the shoe.
Couldn't return through app due to time after purchase so emailed.
No reply.
Emailed again; no reply.
Calle dthem and they said they had emailed me return (they did not - it was never received).
One full day later I received a return authorisation.
I sent with DHL - they received (according to tracking) but status on account remained unchanged and said pending receipt of return.
5 days later I message customer service - they tell me they cannot find the order number for my email.
I resend the same detail and they find it.
I was advised to have 'patience' and that it takes 10 days from receipt of goods to issue refund (website says 3).
They tell me ti be assured they will contact me when a refund is issued (obviously not feeling 'assured').
Was told they needed ti check if the goods were faulty when I received them (they have no marks/ never worn)….bla bla bla - nothing
I still wait.
They CS is rude; communication is non existent- vastly different business to 12 months or so ago.
I will now avoid (and pray for refund of my money)
What happens to them? They used to be so reliable.

See photos of authentic and counterfeit sambas from net a Porter. Shameless ripoff. Laces, insoles, no ankle padding, missing double lace holes at ankle. Obvious fakes.

I ordered 3 items. I received 2 items one of which I was not keen on. I called to advise and asked if the 3rd item was sent separately. NAP advised everything should have been together. The girl said she will set up an investigation and arranged a return. I was waiting for contact, made another call and was told investigation was not set up and she would personally do this, I still had no contact and called again, the advisor wanted me to send a picture of the box. I told him that was returned with the item I returned. He again said he will expedite. Again no contact so called again and was told takes 2-3 weeks, spoke to alia manager who said will expedite again and send email. I received an email 3 hours later from someone else with someone full address name and mobile number. I called the person to advise DPA BREACH. I spoke to NPA who wasn't bothered but then I got another email about me returning another item. I am lost as to what is going on. I just want my refund and never to order from them again. Ridiculous customer service who understands nothing clearly! I have this persons personal data and they simply do not care as a company!

I have had the most awful experience with Net a porter and will never shop there again - I would strongly advise going to matches instead which provide an exemplary service. I bought a Saint Laurent tote for over £1000 only for 8 weeks later the stitching from the handle to unravel and it become unusable. This happened in November, I offered to exchange or return and re buy the bag as this was obviously faulty - net a porter initially ignored multiple emails and calls (of up to an hour at a time) and then eventually refused any reasonable help- finally agreeing to take the bag for 2 months to assess whether they would repair- this is not luxury retail nor service. I have given up and am going to foot the repair bill myself. Do not buy from saint laurent it is not luxury quality and do not order from Net a porter- should something go wrong you are on your own.

Quality of the items, even high brand items is inadequate. I purchased an YSL bag that costs few thousands of dollars and the belt just fall apart while I was wearing it. I have emailed them and their service recovery was: send the bag and we will see what we can do, asking me to send them a bag for few weeks to fix. Unprofessional, unsatisfying, not checking the retailers of HIGH brand products. I can't give zero stars so it's one.

Way over priced, even compared to the designer websites itself! Was unaware that it is final sale. Original price is much more expensive than what the designer is selling for & then even if they do discount it is still over double priced. Also bad & rude customer service & was not willing to help. Buy from other websites!

This company is using fake reviews but with real people offering money/commission by doing so. I tried this job and they fooled me, they have a website named "net-a-porter.vip" which you create an account with your phone number and then boosting reviews by taking task and each task give you comission. Anyways, I didn't wanna continue with this work and they never gave me my money back that I had to make an affect in the data system to boost reviews. I hope this helps. Don't listen to them!

The absolute worst experience! The item I ordered 2 months ago was sent to a location 6hours away from me. I called and requested a refund. Since the representative was unable to resolve the issue, I was transferred to someone who introduced themselves as a manager. I was told I could expect a refund within 10 business days. 2 months and multiple phone calls later I still have not received the refund because apparently the shipping carrier still has their item. A business that sells luxury items for a large profit margin should have better resolution for their delivery issues.

Most unreliable service. Departments do not communicate with each other. I ordered same day on Friday. 5 days later still no delivery and no refund.
This has happened so many times now.

They have sent me an item, but UPS lost the package. When I tried to figure out what happened, customer service agent was simply rude and aggressive on the phone. After many calls, it arrived but damaged. I have sent it back immediately. Warehouse received it on September, 1st.
No refund has been issued. Upon contacting the customer service, more rude replies with zero intention to actually help.
Needless to say it is September 12 and I am still waiting for the refund.

I will never shop here again and neither should you

I have used you before and never had a problem but now I am in the process of trying to obtain a refund for a very expensive evening dress. It was too small and arrived without the slip that was meant to be included. I returned it immediately and let them know the slip had not been included. Now they say I did not return the slip and also the ribbon belt ( which I most definitely did return) is missing too.The dress was returned 28th July, it is now Aug 21st. No one contacted me to say there was a problem and I have now contacted them 4 times re my refund, only after the 3rd contact did someone say there was a problem. Now it is my word against theirs. Why would I keep a ribbon belt and the slip? Each time they tell me the issue has been escalated and they will contact me in 2-3 days but no one follows up.does. I am in the process of getting legal advice to recover my money as I am now paying interest on the purchase amount on my credit card.you have no legal right o keep my money and you customer service is appalling. Get this sorted and I will amend my review.

The customer service is terrible, they don't respond in a timely way to messages and emails, and I have lost money because of them. The way some of them speak to you, they treat you like a child - very rude, strict and stubborn language which is totally unexpected for a luxury retailer.

It also takes ridiculously long for net a porter to process/ship orders and refunds.

Worst experience ever, i have been waiting for my refund for more than a month and nothing yet!
I need my money back

I have not received my package. The package was marked as delivered against signature, however, I have never received the package (the proof of delivery from the shipping company includes the signature which is definitely not mine). I have never authorised anyone else to receive the package or the shipping company to deliver it without my signature.

I contacted customer service multiple times via phone or e-mail and they seem not to do anything. Highly not recommended, I won't buy anything more from this shop.

I bought a pair of Saint Laurent shoes for my wife that unfortunately were a little too large. She tried them
On once on her birthday. I returned them for an exchange. Net-a-porter, albeit within the return period, let me know that after inspecting the item they would not accept the return claiming the shoes had been used. It's hard buying shoes without the ability to exchange them for ones a size smaller or larger. I cannot recommend buying expensive designer shoes with net-a-porter and won't do so again myself.

Update: After writing this review net-a-porter exchanged the shoes for the smaller size - now they are a fit.