Net-A-Porter

I received a gift from a friend who used Net-a-Porter. I need to return this item only to find out I can't per customer service. A return has to be initiated by the purchaser. So that means I'd have to tell my friend I didn't like her gift and I'd like to return it. Merry Christmas friend. I'd be happy if Net-a-Porter allowed a credit but no they won't. I'll never use this company. Beware.

Worst customer service ever. I ordered a 1k handbag for next day delivery. I heard nothing from net a porter and had to call them on the due date for delivery. I was told after three calls that they could not deliver to my address in Ireland. This surprises me as many other online retailers have been able to deliver to my address in the past. I was told the package would be delivered within two days. Then I received an email asking me to call my bank for a code. This was the night before delivery was due. I was so annoyed that I cancelled the order and I will NEVER buy anything from net a porter. I will instead spend my cash with their competitors. I received a cancellation email and no apology. You would think that they would want to keep customers happy, perhaps offer a 10% discount as an apology. Bad business sense.

Ordered item and waited a few days but never received a tracking email to show item had been shipped so I called customer service only to be told that my order was canceled. I asked why and they stated because of my card issuer. So I hung up and called my card issuer and they stated the order is still in process and just waiting for NAP to finalize the order. So then I called NAP back and still didn't get any reason for the cancellation and so then I proceed to ask if I can just purchase the item again and was told it was sold out. I'm completely appalled that they would just cancel a $700 order with no explanation, automatic email, nothing at all. As a matter of fact, I received confirmation that a shipping label had been created even after order was canceled. I was still charged and now they are saying I have to wait 21 days for a refund. I'm disputing this. I should've known 1 site that has an item in every size that is sold out everywhere else was a huge red flag!

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've been a customer for over 8 years.
But recently the customer service is really a joke.
I ordered a Chloe top.
I received it with a stain and a small thread sticking out.
I contacted customer service and they asked me to Sen a picture of the defects, I kindly asked why when the item was unused with tags still attached.
They told me that there was only to document the damaged item so there will be no problems when I returned it.
Well to make a long story short I received a email saying that they wanted to send the blouse back to me as it had a stain and a thread.
I made 5 calls and sent over 7 emails and still no luck.
Finally after 4 weeks they refunded me a store credit and I did not have the energi to talk with them anymore.
Now I need to order one more time,
But after that I never will shop anything again, there are many more websites that is a million times better

As my title says, they pockets the sales tax/GST component on returned items. I purchases clothes and returned them and received a refund minus import duties and GST 10%. Only when I asked about the discrepancies in the price I paid and received as a refund after 30 days, they credited my account with import duties. But they are telling me that I'm losing the 10% GST. Be aware if your net-a-porter order is delivered from overseas. I live in Australia and it was shipped from Hong Kong.

I bought an item that was not up to expectations, it was a skincare product with reading perfume smell and it had black bits contaminated in the product I emailed multiple times late responses and I got extremely rude response telling me I had to report it within 24 hours of delivery - I didn't open it that soon. Ervisa was rude and not helpful.

I bought three items since the 13th of July items they have not been received yet. No tracking number provided in email. I called after a few days no one knew what had happened. Called a week later still no idea from customer service person I spoke to they were waiting for a response from DHL. Two weeks after sale found out order sent to Hong Kong in error when I live in London. I was promised order will Be sent back to London and sent to Me still waiting nearly four weeks now. Unhelpful staff each one seemed to be not interested in my plight. I get the impression company just interested in the sale and no customer after care.

Will not be shopping there again

Avoid this business if you are ordering $1000AUD or more. If your dress doesn't fit and you need to exchange for a bigger size, you end up paying taxes & duties twice. First, when they ship the item, and again when they send the exchanged item. It turns out to be a very costly exercise. You would think they'd have something in place so the poor customer doesn't pay twice. Why should you pay taxes & duties again on an exchange item? They have lost my business as a result of this.

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.

The most appalling customer service I have ever experienced. I paid for 24 hr delivery and 24 hrs later was informed that it would take 4 days. I called and cancelled the order twice when I knew it was not coming and explained l was leaving the country for 6 months. I have been told the order was delivered and signed for, despite no one being at the address. I have now been charged on my credit card for the items including the cost of the 24hour delivery, none of which I have received. Now customer services do not respond to my emails, so I have no choice but to pay a large bill for goods I do not have. I am outraged by this blatant theft.

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.

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.