Net-A-Porter

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 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.

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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 have shopped at NAP for many years but lately I have found their customer service to be getting worse and worse. Most recently I was charged tax and duty incorrectly - I have even checked this with my local customs office and they have confirmed I should not have been charged any tax or duty. I wrote several emails and made two phone calls to NAP and finally someone realised and agreed that there had been a mistake and promised to get back to me but several weeks later I still haven't heard anything. I tried calling back again but was told there was no record of my previous conversations! I just can't be bothered pursuing this any longer as dealing with the customer services was so frustrating. This is the last of a run of bad experiences with NAP and so after 7 years of shopping there I have decided to never shop there again. They have just clearly become too big too care about their customers but luckily there are now also plenty of other wonderful alternatives:-)

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?

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.

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?

I've been a long time Net-A-Porter customer. I loved their pictures and full description that included all measurements and weight for some items (bags, jewellery).
Recently I've tried to shop there again and so that now they have two type of the pictures - traditional high quality Net-A-Porter and others that look like something they had three to four years ago.
Items description is not as full as it used to be (I've returned 4 items in a row! That never happened to me before)
I've also noticed that prices for some items are changing from time to time.
Net-A-Porter becoming Yoxx. They are bringing some low end brands (Sam Edelman, Madewell, etc). It's no longer a luxury experience. I rather shop at Farfetch and Stylebop

Hi all. Ordered $3000 worth of merchandise-didn't receive one of the $600 dresses I paid for and am having an incredibly hard time getting a refund. I'm just returning everything on principle because I can't bear the thought of giving them my money after this experience. Hopefully AMEX will sort this for me-but really bleak stuff and I wouldn't order with them if I were you! They won't help you and take no responsibility... and charge you for things they don't send you.

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 purchased shoes from Net-a-Porter on 11 November, which did not fit. I tried them on at home, and returned them. Nearly THREE weeks later, on 1 December, I received a reply that my shoes did not pass quality inspection. I called to complain, and was told that they had signs of wear on the sole - I had tried them on at my home. Besides this, these shoes DID NOT have the sticker on the sole which is attached when you purchase directly from the brand. The individual on the phone said she would see what they could do. Finally, after emailing twice to ask about it, I received a reply 29 December that they still would not accept the shoes and were sending them back. I called, and all I was offered were apologies for the delay. Net-a-Porter, I would expect MUCH more from a company like yourselves. This is completely unacceptable. I won't ever be shopping with these people again.

I got cheated by Net-a-Porter they gave me a refund and cut off half my money and gave me whatever they decided. I'm absolutely shocked that such big company can behave so cheap and cheat their customers

I bought an LED mask on March. It stopped working in April. I contacted Net a Porter immediately and asked how I return it and replace it. All I have had despite several emails and using Resolver is 3 emails saying they are looking in to it and will get back to me. It's is now 2 months since my initial contact with them. Do not buy from this company.

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!

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!