Net-A-Porter

I have NEVER written a review about a website in my entire life but this site is great. Speaking on behalf of the fact ive tried to purchase designer/luxury items on other sites (including ssense.com) I give it a 5/5. I ordered a pair of shoes on sale and the shipping cost was free. I called a few days later on the number on the site to ask what day they would come in, the lady on the phone was the kindest person ive ever spoken too and the service was amazing. She told me they wouldn't get in until July 3rd, and i needed them for June 24. I was super upset and the woman on the phone could tell and she tried everything to help me and apologized many times and told me it must be a mistake because shipping usually doesnt take that long. I was super annoyed and figured they'd come in late but, they came in on the 23rd! Either she accidentally told me the wrong delivery date or she came through for me I was super happy. They came in perfect condition and Im very happy with my experience!

Such poor customer service, they reduced me to tears, literally.
First of all, the purchase started painful, I knew I should have stopped right there and then. After the purchase, I received an email that my order is on hold because they need to run a financial check. Lost 2 days because of that.
Secondly, the shipment was slow (UK to Germany). Comparable luxury retailers ship the products much faster. With this delivery speed, I might as well have ordered from an Instagram brand created a month ago.
Thirdly, with rare exceptions, customer care has been unhelpful. Actually, during the last call the employee hung up on me in the middle of a conversation after a somewhat lengthy pause!
This cemented my decision to return the parcel and to forget about Net-a-Porter like a bad dream.
I will not support NAP's business with my money anymore, there are plenty of other online luxury retailers providing much better service.
If you are thinking to place an order with Net-a-Porter, think twice, especially if you want your item delivered outside of the UK.

I have never been more disappointed in a purchase in my life. I decided to shop at Net A Porter because in the past, I've always received my order super fast. However NAP cancelled my order without any explanation, and their customer service rep actually explained that it was bc my shipping address was different than my billing address as if this was some new wild concept and actually had the audacity to tell me that my work building, floor, and desk location didn't exist. Now I've paid for a Gucci bag and the amount posted to my account but I'm without said bag or a refund. This same customer service step actually hung up on me when i was upset about this. This whole ordeal resulted in 23 hours of customer service hell where i even took this to Twitter to tag their pathetic CEO to complain. Instead of actually helping me NAP blocked me. After finally getting in touch with a supervisor in their customer service we were able to order the item but now I've paid for it twice and just exhausted and frustrated. If you're reading this review and unsure about NAP be assured that you should take your business elsewhere. How can they actually get away with this?

It seems that Net-A-Porter are unable to process their returns efficiently or quickly! Customer service advise they have received a large amount of returns and they are working through them! It seems quite clear that they need to employ more staff and these delays shouldnt be an inconvenience to the customer! This seems to be every time returning to Net-A-Porter & not an isolated incident! It is worse when they have had promotions! But then you would think it was sensible to employ extra staff duting promotion period to deal with large amount of returns! When asking customer service to speak to a supervisor they advise I should call back later! Even requesting a call back or email was met with similar stupidity as I was told a supervisor may not get back to me for 48hrs! I think they should rename customer service to NO CUSTOMER SERVICE! Matches however run rings around Net-A-Porter & have a far more efficient & professional attitude towards their customers!

I am writing this review with great bitterness, because for 10 years I have been a loyal client and, until recently, I advised the site to many friends. And now for a month and a half I have not been able to get a refund for an expensive item that I returned. Since the delay in the return of money, I regularly write letters to customer service, asking them to explain the reason for the delay. They repeatedly convinced me that received the item and after a manual check they would refund me the money. But these were only promises that no one was going to fulfill. And this week, in response to another reminder from me, they replied that they would not return the money, since they did not receive the item! I was shocked by such an attitude, I had the feeling that I was simply shamelessly robbed of 600 euros. I asked the customer service three times to connect me with the manager, but they do not respond to my request and write the same thing every time "we are investigating this case, please be patient." And they disappear again. I have recommended this store all the time and praised its customer service, but now, unfortunately, I want to warn everyone that you may not get your money back, as it is happening to me now...

Terrible experience - I purchased a dress from Net-A-Porter that was in Hong Kong (I live in Australia). I read their terms and conditions which stated a full refunded amount should the item be returned in the time specified. I purchased the dress for AUS$1500, tried the dress on, it was cheap fabric so I returned it and received $990 back. According to the customer service people at Net-A-Porter, it is up to me to chase the Australian and Hong Kong taxation departments to get the money back. An absolute disgrace - if you want high end labels online purchase them from SaksFifthAvenue.

I ordered a pair of shoes from Net-A-Porter and from start to finish it was a disaster. Their team put in the wrong shipping information so my item was greatly delayed, when it finally did arrive it was the wrong product. I mean literally- wrong size, wrong actual shoe- everything was wrong. I called them and now due to the delay the shoes are sold out everywhere! With shipping and duties the shoes cost me $1000 to say nothing of the time I wasted trying to reach them. Their customer service team is atrocious and have done absolutely nothing to remedy this. DONT WASTE YOUR MONEY! DONT WASTE YOUR TIME!

Absolutely appalled at the customer service received from Net a Porter (which seems to be a common theme across most people who have dealt with them).

No response to emails (it's been nearly 2 weeks with chasers and not even an acknowledgement of my message(s)).

Their instant messaging service is a joke (seems like it has been outsourced to a SSC). My first interaction resulted in them ignoring my message for 3 hours then coming back and telling me they "went on lunch which was more important...". It took a total of 7 hours for me to register my faulty product with them. I have still not received confirmation of a replacement which frankly is not enough considering the delays and the amount of time I have had to spend on this matter.

Net a porter does not stock anything Clothing/Accessorise wise that Matches or MyTheresa don't (who both offer exceptional service) or anything skincare/makeup wise that Space NK or Cult Beauty (who also offer exceptional service) so I strongly advise you use this retailers.

The only resolution I see is to ask my card provider o block this transaction until they bother to respond to me

Ordered goods 09DEC (2 blouses)
First time user, was so excited.
Was emailed to advise I needed to call bank to obtain Authorisation code, was odd but duly did this and emailed company back. Yo which they responded this would be passed on to finance and items to be posted. Paid extra to have items delivered on chosen day when I would be home. Christmas Party awaited the next day. So waited most of the day and no delivery. I checked order online and it said Not Dispatched. I started to panic! Called New-a-Porter hoping it was all a big mistake. No. They said they had debited a £1 from my account and needed me to check. Hello? None had called/emailed to advise there was further security measures in place being a new customer? I am fuming! The customer serb vice is zero. No explanation as to the non delivery of my items. They are com pellets terrible and can offer no apology for the non deliverance of my two blouses. DO NOT USE NET-A-PORTER! Completely pointless exercise and wasted my whole day waiting for items that were never going to arrive... I paid £995 plus £8 extra postage... from a very upset first time customer, Clara Maguire

Net-a-Porter used to be very good, now it has absolutely ineffective customer service and sluggish processes. On this occasion, Net-a-Porter have continually put the wrong size item for the delivery and after a month of getting it wrong I was instructed to cancel the order as they were not able get it right. When this was escalated the order was further delayed and the manager to whom it was escalated simply ignored some of the issues raised. Net-a-Porter is completely divorced from responsibility for their continued gross mistakes, unreasonable delays and breaching their own deadlines. After over a month of going back and forth with the customer services team, the size I ordered sold out. Despite numerous complaints and escalations they have not kept it aside to be able to correct their mistake. They didn't offer any compensation for extended delays, holding the money and ultimately not honouring the order. It used to be unacceptable and the Net-a-Porter customer services team was able to actually fix a problem - now it leaves you lost for words. The quality of service is unbelievably low and not appropriate for what it supposed be a luxury goods business.

I used to love NAP and found their selection and service very good, but have found that since they sold their company the quality has gone down. I have continued to purchase from them if I find something I really like, but this is just unforgiveable.

In 2017, NAP started charging sales tax for purchases from other states such as MA. MA charges no sales tax on apparel items under $175, and starts charging when the price exceeds that. So for example if you buy something for $200, you get charged 6.25% of $25. (You can easily find this information online: http://www.mass.gov/dor/individuals/taxpayer-help-and-resources/tax-guides/salesuse-tax-guide.html#apparel)

They have been charging sales tax on the whole amount if the item is over $175. Earlier this year, I pointed this out to them, and they said I was right and they would refund me (but I ended up returning the items so it was a non issue). Now it is the end of May, and they still have not fixed this issue. I find this borderline criminal and extremely dishonest of them, especially as they have been notified of the issue. They are essentially overcharging certain customers for tax in certain states!

Other sites such as Neiman Marcus calculate the amount correctly (I even put the same dress in my cart to double check!) You would think in today's world with the technology we have this would not be so difficult. So if you do decide to purchase from them, double check the math and be careful!

I was a long time customer and bought many things from them. I had bought a shirt and a pair of shoes and decided to return the shoes and got an RMA number and after I had done it online decided to return the shirt as well. I called and got an RMA number and put both items in the same box. They received the box that had both items, and returned the shoes but said they never received the shirt. I tried to deal with them for a month about this and the CUSTOMER SERVICE was the worst. So I called my CC company and told them and they credited me for the return. Now Net a porter said they don't want me as a customer unless i pay for the shirt that I returned. I said NO thank you I don't want to be a customer of your site any longer.

I'm very unhappy with the customer service, at first they needed me to add my work/shipping address to my credit card, I did that RIGHT away, and it took them the NEXT day to tell me it didn't work, So I had to call my bank AGAIN and confirmed that my address with related to the card, and than they never let me know if it was OK. Until I checked online the status was "awaiting shipment" and it stayed at this status for another whole day. This delay, delayed my shipment by 2 days, and took another 3 days for the package to arrive to Canada. I could of had it by the end of the week and used it for the weekend, but it was too late. I emailed customer service and I called them! But they were very SLOW and honestly don't really know what they are doing. Very disappointed with their system and customer service. The only think that made me add a star is their nice packaging. Also not very happy with the website in general, I would only buy from them if I really could not find the same product anywhere else. They never have free shipping coupons or any kind of coupons for us Canadians to use. No benefits at all.

Tried purchasing the shoes but my order was put on hold. They were asking me for a verification code, which absolutely and undeniably CAN NOT BE PROVIDED BY MY BANK. I bank with Wells Fargo, I have a business account and I purchase overseas on regular basis, and never I have been asked for this kind of verification. So I couldnt buy the item because I couldnt produce something that is unobtainable, even though they claim its a 4-6 digit code. WTF! I canceled the pending transaction, went to Neiman Marcus and dropped 10k. Bought exactly the same shoes and no headache. I will never ever go on this website again!