Net-A-Porter

Good marketing (with the magazine) and nice selection but customer service doesn't match expectations for a luxury online shopping brand. You pay extra for courier delivery and they can't get the time right, always showing up when no one is home despite multiple emails. Takes up way too much time to actually get packages. Pretty disappointing. When I sent an email to complain they didn't even apologize for the fact that I'd sent three emails letting them know when delivery should take place, and they kept delivering outside of those windows. In fact I got a rude response.

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

I checked out as a guest and then wanted to return something. This is impossible. I emailed them three times and never heard back. I called and after being on hold for 20 minutes they said UPS would send me a label. That was four days ago and i still have no label. This is not rocket science... every other place i order from has a streamlined return process even if you check out as a guest. I never post bad reviews but this is insanely frustrating esp since i'm about to be past the date where i can return things and the jeans weren't cheap.

*Update* I am updating my previous post to say my return was
Accepted and my credit posted without me having to contact them. Perhaps it was just a glitch
I am still willing to visit this website.

I have shopped this website for years and loved it. Now shipping is slow. I have yet to see a recent return processed. Customer service used to be beyond excellent. Updates when shipped. Updates when returns received. Updates when credit issued. I am currently waiting on my return. If there is an issue I will not shop here again. Unfortunate because I really did love this website.

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.

My daughter ordered a pair of Gucci sunglasses in November 2021. When we opened the box delivered by UPS (which was in normal condition), it only contained the case, but the sunglasses were not there. We immediately reached out to Net-a-Porter and got a response saying they would look into it. After several days, they asked us if we still had the cardboard box in which the UPS delivery arrived. Since we did not, they said that it was not possible to "open an investigation" and that they could not help us. I fail to understand what type of forensic tests they were planning to do on the box, which I had to open to see that my purchase was missing. I am appalled by the poor quality of customer service and the unwillingness to help us. I will never ever purchase anything from this website and I encourage others to do the same.

Net-a-Porter is my go-to website for online shopping. I absolutely love it. The selection of clothing and accessories is excellent. The website offers a variety of designers, well known and up and coming. Often, one can find interesting and unusual clothing not widely available at other retailers. I have been shopping with Net-a-Porter for many, many years and have NEVER had a problem with returns. My returns are processed immediately with credit issued within a day or two. Customer Service is excellent. My orders arrive the following day (I live on the east coast of the US) with no shipping charges. Each order contains a pre-paid UPS label for returns... really an excellent shopping experience.

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.

Shoes porte & paire which I ordered from that website fall apart after 2 weeks of wearing them. This is not a quality you would expect for sandals for 200£, but rather maybe 10£ The Net-a-Porter customer service doesn't accept my request to return the faulty items. I would avoid ordering from that website, as it is waste of money. Attached images of the shoes after 4 times of wearing them only!