Net-A-Porter

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!

To Canadian Shoppers: Netaporter over charges Canadian Customers. I wanted to order a shoe and when I went on the site I saw the price and when I changed it to Canada it increased the price by $30US. Both sites quote in US dollars. This is before I went to check out (where they add taxes and duty). In addition, Canada and Europe have a new trade agreement; whereby Canadians are not charged duty on European made items. Why hasn't netaporter updated their customs rules to reflect this? Now that Yoox Group has acquired them---everything has gone down. This is a rip off. I guess if you order Netaporter US or UK and ship within those countries it might be worth it--but not to Canada. In fact I end up paying 20% to 30% more than to matchesfashion or mytheresa.

I have been a customer of Net-a-porter for years. Most recently, I ordered the same shirt in two different sizes because I wasn't sure which one would fit me properly. Once I determined the size that needed to be returned, I called them and got an RMA number. I got the return back to them after the designated 28 days -- and to my surprise, they mailed the shirt back to me stating that I had waited too long and the 28 days had passed. I was so surprised at this lack of customer service from a high-end luxury retailer. Not sure I will ever order from them again.

The Gucci ankle boots I ordered from net-a-porter.com arrived in lightning speed... less than 4 days. And came in a pretty box and packaging. Unfortunately, they were a tad too large for my feet so I contacted them via telephone to start the return/exchange process. The gentleman I spoke with had such a lovely demeanor to him and he immediately put me at ease. The whole return/exchange process was easy peasy and I received my correct size boots in a jiffy! HIGHLYYYYYYYYY recommended over the other luxury online website ssense.com who is crap at customer service.

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.

Not honest - worse customer service. My 15% code didn't work, I chatted with a customer service as I was placing the order, who said that as soon as I place the order, I will be refunded. 4 weeks later, 5 emails, 3 phone calls and 4 online chats, I have yet to see the refund. Someone said they refunded the money - they didn't. Now they're saying the items were not legible. TAKE SCREENSHOTS OF YOUR CHATS. They are liars. I would never buy from them again.

I placed an order for over 3000$US. In that order there was a silk Gucci shirt that was never sent to me. They put everything inside the box except for my shirt. The box was small and there was way too much merchandise already in that box. They are arguing that they do not have that shirt in inventory anymore, therefore they sent it and it must be DHL.
This is impossible. It is not DHL. Net à porter is a fraudulent company. I am not the only person to whom this happened to. This company used to be great, it is now the worst site from where to buy from. I will now have to report them to the bureau of consumer protection, file with visa to get a refund and make sure I expose this scam in the media. Absolutely terrible experience.

Half of my order was not included in the package (it was proved that it was not the carriers fault) and the ordered items really weren't cheap. The store refused to give me a refund even after multiple discussions with the service hotline. It was also proven that the recorded weight by the postal service was from the beginning not high enough, so that it was obvious that the store didn't include half of the items in the package. Finally I did pay for everything and could not get a refund for their fault!

I placed an order at over £500 for one item and paid the extra for next day delivery. I took the day off work as it had to be signed for. I thought I'd check the next morning for any tracking or delivery info only to see on my account that the item would be dispatched within 24hrs- was anyone going to tell me this if I hadn't checked? I rang Net-a-Porter immediately to ask what's going on and spoke to a girl who sounded like she couldn't care less. She informed me that there was a 'pull' up the front of it and couldn't be sent out due to quality control and would have to cancel my order. I asked if anyone was going to let me know if I hadn't checked my account but of course shed just found out her self. Now, which is it? Is it quality control or is a suitable one being dispatched within 24hrs? She didn't even offer the other one but insisted she had to cancel. I suspect lies, lies and more lies. They then had the cheek to ask by email if I was pleased with my purchase! Never again.

Ordered a bra and the fitting was awful, trying to refund it but it seems impossible and veeery complicated. No phone number to them is working and they dont reply to emails. They also use DHL to deliver your items and it was a nightmare, you basically have to take a few days off work so they can deliver the item for you (or you have to drive to a DHL center to pick it up yourself, even if you paid for delivery). Would NOT recommend.

I am a loyal customer of net a porter. I have bought a lot from them I am an EIP customer which it is said to be a special one for them. Is it? I wonder. As for months, after being sold to that investment fund it seems that it is harder and harder to get the refunds for a return.
Usually on all other online stores: my Theresa. Matches, I receive all the confirmation in max 3 days and the money back in 5 days maximum, at net a porter in 2-3 weeks after I write and write lots of emails, send pictures with the return, etc. and if I am lucky I get the money back in one month. A strategy to use the Clients' money in my opinion, until that so much waited refund confirmation is coming.
Anyhow, I do not want to be exhaustive, it is obvious that it is not the place to put your money in. Go and shop somewhere else. After downing do much in there, I would expect much different services.

I used to really like NAP and found that their customer service staff were helpful even when I was asking for RMAs to return stuf for refunds because my body or feet didn't suit the items I'd ordered. I've noticed that since they've got bigger, the replies to emails are becoming more mechanised and my current gripe with them is despite asking them to change my contact phone number on the shipping labels on packages, this hasn't been done and an obsolete phone number was quoted on the paperwork enclosed with my last order. How difficult is it to get such details changed?! Sorry NAP, I don't see myself giving you my business anymore if you don't look after your customers.

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

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.

If i can give Net A Porter less that one star i would!
I have recently purchased a Valentino bag! They sent me the wrong one!
I contacted the customer service, and provided pictures of the bag they sent, and asked them if they have the right one to exchange!
They didn't even bother responding to my question, they didn't admit that they sent a wrong one, and offered a refund!
I was chocked with the way this situation was handled.
As a costmor gone through the disappointment of receiving a wrong bag, and now have to go through the hassle of returning the wrong item, and waiting for a refund i was expecting a different response from them! So disappointed! Never ever going to purchase anything from them again, and advising everyone not to buy anything from NET A PORTER

Net-a-Porter used to be a great company, but it has gotten so incredibly horrible that l will no longer shop there, ever! I purchased a pair of extremely expensive ( $18,000) earrings and wanted to return them. L was just stunned that they require UPS GROUND SERVICE! Seriously? This isn't a clothing item, but a valuable pair of earrings and they should be sent back by priority OVERNIGHT SERVICE!

What decent company thinks it is acceptable to ship such a valuable item by ground service? Not only are there delays with ground service, but multiple lost packages, especially during both the pandemic and the holiday season. Oh wait…l get it! If the parcel gets lost, l am expected to wait for over six to twelve months for a lost package investigation before l receive a refund. No way!

I called both customer service and my personal shopper, Rosalia Romero, to request an overnight shipping label. Both parties guaranteed that l would receive either a response, or a new shipping label, within 24 hours at the most. I received neither. Instead, l got a lot of incredibly horrible attitude from their customer service department, the "special" customer service department that caters only to so-called VIP clients. What a joke! Although the phone number is different from the "regular " customer service number, it is the same representatives, and they are so unhelpful and dismissive.

Buyer be very, very, aware, especially when purchasing more expensive items!

HORRIBLE shopping experience!
I like their selection and their prices are whatever, considering everything is all brand names - obviously your going to have to pay extra for them!
HOWEVER... g-d forbid you have a problem with your order and have to contact their customer service... i would rather bath with sharks! I had to return a damaged merchandise that i spent >$1200 on, and it took >2 months!... Dont even bother calling bc you can never get through and no one will ever return your calls!... and cross your fingers if you send them emails bc they only respond to about 1/5 emails I sent them, never once did they apologize for their service/delay, even though I complained to them numerous times!... I would not order from them EVER AGAIn!

I do recommend: SHOPBOP BEST CUSTOMER SERVICE and great variety!