Net-A-Porter

Good evening

You undertook a contract with me when i adhered to your policy and £8 pounds charge to purchase an item.

I ordered this item before 3pm on Thursday the 11th October on next day delivery which was paid in good faith. The monies left my bank account straight away. I received an email confirmation of the purchase being on next day delivery. Then nothing. I was expecting this purchase on Friday the 12th. But nothing, no further correspondence which caused me to call you to be told it would be sent out and received either this evening OR at latest tomorrow morning. NOT Monday….

This maybe a trifle thing to you selling high ticket items and £1000+ bag for your company being pocket change, it is however, disgusting service and i will be sending the item straight back as part of the distance sale act. I will then spend my hard earned money at Saint Laurent direct. Who i am sure will welcome my money.

I will never grace your site again. Remove all my details from your data.

I am a very unhappy customer, reviews will be added to any relevant site for future buyers to read.

I've shopped this site for years and always had great experiences. This was my first time buying anything on sale at this site, but I had no idea that my order would be shafted to the absolute bottom of their priority list because the items I purchased were on sale (but still totaled more than some of the items that I have purchased from them for full price).

I have ordered multiple things also on sale online from other luxury retailers in the last two weeks and have received each item promptly, but net-a-porter has yet to even dispatch my order, 3 days and counting since I ordered it. An inquiry to customer service resulted in a rude email explaining to me that my SALE ITEMS would be sent to me when they were good and ready to send me my SALE ITEMS and that they were experiencing a high volume of orders and, basically, had other priorities. Well then, back to Saks for me.

It is so sad to know that the once professional and fantastic service provided by Net-a-Porter is no longer present.

In Jan 2016, I ordered a bikini top and bottom from Net-a-Porter. After receiving the item, I realised that the bottom did not suit me as it revealed too much flesh. It was the type with strings to tie at the side and the brief portion had frills lining it which bunched up and thus covered very little skin. Therefore, I did not try the brief and returned both the top and bottom.

Net-a-porter sent me an email saying that the bikini top was refunded (minus shipping). I enquired about the brief and they replied saying it is stained. I asked which part was stained and they did not tell me and insisted there was a stain. I was very upset as I did not even try the brief. I told them this is very unfair as I was sure I did not stain it and returned it in the same state as I received it. They then replied the stain was under the protective sticker?!?!? I was outraged but they still insisted on returning me the brief.

In my exasperation I told them forget it, just return it to me but send me the bikini top as well. They said the bikini top is no longer available and I can only receive the brief back. I told them what do I do with the brief only?! They expected me to order through the website and pay for shipping a second time or keep a $50 brief for no reason.

Net-a-porter you are such a fraud and I will never order through your website again!

I have been in contact with Net a Porter customer service for the past 6 weeks and have now had to start proceedings at the Small Claim's Court because they are now ignoring me.

- What happened -

I accidentally posted over £700 worth of clothes to Net a Porter by mixing up the labels. Net a Porter received my parcel (confirmed by their customer service team). It is not Net a Porter's fault that I sent them the wrong parcel, but the items inside the package are still my property and Net a Porter have no rights over them.

- What Net a Porter said -

When I realised, I contacted customer service who said they would search for the parcel and reply to me imminently. 6 weeks later (!) they seem to have lost the parcel and have told me they will compensate me for the value of the items. I have given them receipts and all information necessary to compensate me or return the items. They have now stopped responding to me and have not returned my items or compensated me for them.

I have no other option but to go to the Small Claim's Court to order Net a Porter to return the items or compensate me for them.

This is extremely disappointing. I have always had such pleasant experiences with customer service teams from other brands. I have never been ignored, told to wait for replies that never come or treated in such a poor way as with Net a Porter.

Before I start, I would like to say I haven been a loyal customer and big fan of Net-A-Porter since 2006.

Off late the company has been sold again, this time in May 2018 to a Swiss headquartered luxury group headed by a South African magnate.

While trying to purchase an item (Product Code: *******), it was suddenly made unavailable. There were two sizes (FR38 and FR44) left so it would be impossible to sell out in one minute.

When I contacted their customer service officer, they just told me to clear my browser history and cookies.

The stock still displays as "available" on the website. However, it just can't be added to the cart for checkout.

Worse still, a few days ago my order number ******* was abruptly cancelled and I was informed that the item I had purchased was suddenly out of stock.

A few days later, another Net-A-Porter customer service officer contacted me about the availability of the item again and when I called back, a different officer told me it was not available in the system!

To date, they have ignored incident one and just e-mailed template responses to incident two.

This 12-year loyal customer of NET-A-PORTER is taking her business elsewhere to other multi-brand e-commerce companies that actually provide after-sales service or decent customer service and not outsourced, inexperienced call-centre staff who can easily be automated by AI or artificial intelligence using the same cut-paste template.

Enough is enough.

Worst experience ever, i have been waiting for my refund for more than a month and nothing yet!
I need my money back

Net a porter order confirmation and customer service is frustrating and very ineffective.
I am a long time customer in the USA.
I recently tried to order items in Hong KOng for a wedding. With no success at all.

I placed the order and paid for same day delivery.
A few hours later i received a message saying they needed to do a credit card check by placing a small amount on the card. I have tons of credit available on this card.
Three days later I am still waiting for their credit to arrive into my bank account. No credit= no verification= no order delivery.

Four calls and over 20 minutes waiting for help and they can offer no solutions. I offered to remove items to lower the amount. No go. I offered to pay with another card. No go. They say, just wait for the credit to arrive. I wait and wait... I visit the bank. I wait and I wait.

It is very understandable and wise that Net A Porter wants to avoid fraudulent transactions. However why are they using such an antiquated system?. The credit card I used is signed up with the bank to provide second tier verification by sending a passcode to the registered cell phone. Why doesn't Net a Porter use this system like most other businesses in Hong KOng? Subsequent to this issue I have been able to successful make a number of large purchases using the same card. All immediately verified through more modern systems and technology.

Get your act together Net A porter. You have now lost this previously satisfied customer.

I was prepared to purchase a more than $3,500 order from net-a-porter for my potential wedding dress. I was told that I needed to provide a credit card transaction number in order to process my order. I received poor customer service when I called to question why I needed to provide a transaction code from my credit card company. The customer service representative did not offer any alternative to verify my payment despite my CC already being charged. I had to call net-a-porter back and conference call in a CC representative for them to explain they did not provide a transaction code. Only then was I told that net-a-porter could deposit a less than $1 amount in my CC account as an alternative. It took several days for that deposit to appear. I had to call the company back again -- at this point I had called the company three times in order for them to charge me. The order was finally confirmed -- but THEN I was emailed a generic email saying that there had been an error and the order was no longer available in my size. This was not an error - they had clearly SOLD the dress that I had purchased. Hands down the WORST customer service I've ever experienced from an online company.

I am writing to express my profound dissatisfaction with the lack of follow-up and response from your company regarding my recent request for a refund or replacement of the Bottega Veneta Andiamo Bag, order number 2208ZDPF*******M, which I purchased on Thursday,24 August 2023

It has been 1 month since I initially reached out to your customer service team regarding the issue I encountered with the Bottega Veneta Andiamo Bag. To summarize the situation, the bag suffered extensive damage after minimal use and the leather is not as expected quality and did not meet the standards that are consistently associated with Bottega. I promptly contacted your customer service department on the 2nd of January 2024 to request either a refund or a replacement for the defective product.

Despite my efforts and patience, I have not received any acknowledgment of my request, nor have I been provided with an update on the status of my complaint. This lack of communication and delay in addressing the issue is extremely disappointing and goes against the high standards of service that I have come to expect from Net-A-Porter.

I have taken the step of involving legal counsel. I have CC'ed my lawyer on this email, and we are prepared to initiate legal action if necessary. It is regrettable that it has come to this point, but after 1 month of no response, I have no other recourse.
I would appreciate a clear explanation of the status of my refund or replacement request, as well as a timeline for when I can expect a resolution.

I've been shopping on Net A Porter almost exclusively since 2012. I was one of their greatest advocates and told everyone I know how much I loved them. Unfortunately, this is no longer be the case.

I purchased a pair of Marni wood heel leather sandals in December 2013. Not long after I bought them I noticed that there was a split in the leather but I loved them so much that I didnt want to send them back. Since then the upper soles of both shoes have started to become unglued from the base and I don't think it will be long before they are going to become completely unglued and as such unwearable. I decided it was time to take some action.

I sent a photo of the split that I took not long after I originally purchased the shoes. I also sent a photo of the current state where you can see the inner sole coming away from the timber platform. The reply I received from NAP follows:

After inspecting the pictures that you have provided, we are unable to
Accept your return. The fault has been classified by wear and tear.

I was really surprised at this response to say the least. Leaving aside the fact that I should have sent them back straight away, I really would have thought that a pair of shoes from a high end brand such as Marni would last for a bit longer than 5 months.

Clearly, quality and service has absolutely nothing to do with the amount of money you spend. I do however feel even more ripped off as both Net A Porter and Marni claim to be luxury brands. I've since contacted Marni and wait for their response. I'll update this site again once I hear back from Marni.

Cathy

Thanks,

Cathy

A retail company that does not care about the customer at all
Net-a-Porter has seemlessly delivered the goods I ordered. None of the items worked, so I sent them back within te return period as instructed. The taxes and duties of over 1500 USD I had seamlessly paid net-a-porter were not returned with the cost of the goods. When I contacted Net-a-porter requesting this amount, I was told rules for the US site is different for UK orders and I should have known that it is US site from the currency and that I should hire a customs broker to get this 1500 USD back. They did not offer ANY help. Did not send me any documents, did not refer me to anyone/customs brokers who can help.
If you're ordering from UK - do not do it, it's a scam. I am very unhappy with how little help I got, given the amount of money involved and I contend that the site and the whole ordering process is misleading and is susceptible to such errors. Net-a-porter does not take any responsibility nor try to help in any way. There should be consequences for this.

I've been a customer of Net-a-Porter for so many years, and I noticed with time poor quality and how the company went down in general of all services.
Unfortunately, a customer has no voice or support, to be short, I would not recommend anyone to purchase fine jewelry and watches from them, the Cartier watch I last purchase came with scratches, I barely took it out from the box, I didn't like the size and returned right away, needless to say they blamed me for the scratches, I had to contact the company to find out why the refund was taking so long, I finally heard from a personal shopper saying that I damaged the watch. Really!

All I can say, no one had the decency of following up with me and explain ti situation or ask me questions, instead they decided to refuse the return and send me the watch back, so now I'm stuck with a over 11k watch that looks too big on my wrist and I am being penalized for something I didn't do.

Shame on everyone… and PS have no idea of anything besides to try to make commission on your back without giving any support.

Customer ID: *******

I have used Netaporter for several years without complaint, but my experience with them recently was APPALLING.

I ordered a skirt from them that I had spent an hour trawling other websites trying to find as it was sold out. I received an order confirmation email and assumed it was being shipped shortly. Four days later I had heard nothing so I contacted them, only to be told that my order had been cancelled without any explanation and they failed to inform me. When I tried to re-order the item it was sold out, as it is in the whole of London.

I called Netaporter FOUR times and emailed them SIX times to discuss the issue. A day and a half later I got a call from Customer service supervisor Rita, who told me it was their fault for not having advised me at the time of order that they had cancelled it, but all she could do to compensate was put me on the waiting list and give me free delivery if I shopped there again.

For a company of Netaporter's calibre to demonstrate such poor customer service and not even compensate me for the fact I can no longer get the item I bought anywhere in the UK, ENTIRELY due to the fault of Netaporter cancelling the order and not telling me, is appalling.