Net-A-Porter

To say that I am disappointed is such a gross understatement, and such a subtle way of expressing my real feelings with this shoddy and grubby company. I have purchased so many things from them, and when I recently bought an Yves Salomon jacket from them, I took it out of its bag and from that moment I realised it was literally falling apart in my hands. Net-A-Porter immediately took a huge step away from standing behind the products they sell, and simply said the maker of the garment didn't think there was an issue, and that that ended the matter. It was an extremely expensive jacket and more to the point, it was in very poor condition, and very poorly made. If a company are selling a designer's products and charging adequately for them, they MUST stand behind them, and not offer the most pathetic feedback to customers as to why they are alone when it comes to issues. Net-A-Porter CANNOT be trusted with your money and with your welfare when it comes to endorsing what they sell, and they are skilled in sidestepping and avoiding acknowledgement of any issues, simply stating that really, it's bad luck on your behalf and that your hard earned money has been wasted. As a loyal customer and someone who has really spent good money with them, I am stunned at the treatment I have received and really disgusted at their stand on the whole customer service, and lack thereof. This is not a company anyone should trust, as when something is not right, they will not feel any amount of ownership for what they have sold you, and you will be left with poorly made, and in my case falling apart clothes, and your money is blown. What a sad way to end a relationship, and what a truly horrendous and narrow perspective they have, in terms of how to treat customers when there are issues and concerns.

I have heard how amazing net-a-porter is so I decided to order from them for a dress to wear to a wedding. I was ordering over a holiday weekend, but with their "FREE 3 DAY SHIPPING" claim I did not feel the need to add rush shipping as it would come to day before the wedding. BIG. MISTAKE. When I hadn't received a shipping confirmation from them 48 hrs later I called customer service. She told me the "three-day shipping" meant it would be shipped from the warehouse within three days! HOW STUPID ARE YOU OR HOW STUPID DO YOU THINK I AM?! When I asked to speak to a new representative she placed me on hold to then come back and say there had been an error in my order and that it could not be shipped until the error was fixed and they didn't know when said mysterious error would be fixed. That's it. I asked could I order the same item with overnight shipping now and I'll return the one arriving late. No overnight shipping. And they don't deliver on weekends. So no, that wouldn't do either. To boot, even though there was an "error" on their part there was ZERO done to recover the sale/customer. Ridiculous. Will not shop here again.

I was browsing Google shopping the other day and I saw that Net-A-Porter had a specific limited edition fragrance product from 2018 (it was released in summer of '18 in limited quantity, never to be released again) listed on their site and it had a "back in stock" label on it.
My gut told me that this was a listing error, and it was actually another version of the product, but I thought there may be a chance they actually have the limited release product that I was looking for... who knows, right? Maybe they got ahold of some back stock from somewhere? Lots of possibilities, you never know.
Well, I decided to go ahead and purchase it... what could go wrong? Lol!
It turns out that my initial instincts were right. It was a listing error. The product they shipped me was not the product that they had advertised on their website. It was a different version -- it was the regular version of that fragrance, not the limited edition that they were advertising. I notified their support rep via their online chat about the problem, and they apologized and immediately gave me a return label. I shipped it out, and they received it... and that was TWO AND A HALF WEEKS AGO. I've contacted their support three times since then and I've been told the same thing every time. They say they're looking into it, and it will be refunded back on my card as soon as they do. They won't give me any kind of a timeframe, and fun fact -- the bad product listing on their website is STILL UP right now, as I type this, even though I specifically told them what was going on and they were listing the wrong product. Does anyone actually work there? I'm giving them one more week, if I don't get a refund by then, I'm contacting my bank and asking for a chargeback. I will update my review if / when something new happens, but as of right now I am extremely disappointed in the quality of their customer service, despite the fact that their support reps are friendly and responsive via the online chat link on their site. If I had to guess, I would say that those folks are working for an outsourced firm, and that's why they're the opposite of the people who actually work for Net-A-Porter in the service / refunds department.

Website description not accurate. Charged more than another site and would not credit for difference. Customer service NOT consistently courteous.

Waiting for my return and an exchange for three weeks now.
Customer service hotline —> noone answering.
Email—> noone answering

This is a very poor customer service for a company that is selling such expensive products.

Approach this company with caution. I have been a customer for years, but recently received a pair of $1500 boots from them that showed signs of having been tried on and returned a few times. Some small marks on the right shoe, some wear on the edges of the suede on that same side. They arrived unzipped and with the "belt" around the ankle unsnapped and loose. The paper in the shoebox was crumpled. They were not in new and perfect condition, in other words. They did not fit me, either, so I completed the online return request. But in doing so I read the stern warnings about returning all shoes with unblemished soles, etc. So I contacted Customer Service telling them that "perfect and unblemished" was not how the boots looked when I got them. I asked for reassurance that I would not be blamed for what I did not do. I got back an e-mail telling me to send the boots back and they will let me know when they get them! So now I am an EX-Net-a-Porter customer. At least I know that I have to fully document this disaster of a transaction to protect my rights (I am protected against such dishonesty under my credit card contract), but I am floored that a company would treat a longtime customer this way.

(Follow-up: I did get my full refund in the end. But this was after I finally got someone on the phone and nailed her down to say -- and this took some doing -- that I was on-record as having reported faulty goods received, so I was safe. Whether that affected my refund, I cannot say, but I would caution anyone thinking of purchasing shoes from this company. I have never had an issue with other goods from them... just these shoes. And by the way... when I was photographing my shopworn, $1500 boots from every angle, in bright sunlight, I noticed that the heels had been heavily buffed so that there were ugly swirl marks on the sides. So they had obviously been returned in less-than-perfect condition before, and polished up to be sent out again! Terrible.)

DO NOT BE SEDUCED by the fancy styled website and assortment of luxury designer products! To all international shoppers, especially in Canada, be careful!

First, site does not specify tax on delivery fee but checkout will add tax. Second, DPP (duties pre paid) does NOT mean paying for erroneous duties that shouldn't be charged in the first place. I purchased 2 JBrand bottoms I know are made in USA as I have both in different purchased elsewhere. According to NAFTA Free Trade Agreement between US, Canada and Mexico no duties will be collected by these governments if items are imported and made in these 3 countries. Net a Porter charged duties for American made items that took me 3 calls and 3 emails to have them check product itself before they believed me. I had to educate them about NAFTA but still they said they want to charge all duties and taxes upfront and will refund and email me after order dispatched i. E. Sent out for delivery!

Any other reputable retailer would not have charged in first place and then made necessary adjustments for their error immediately before client credit card charged! Well not so much with Net a Porter.

I did not cancel order as items only $300 and will use to test the entire sale, refund, customer service process. I hope to get items soon and most of all a refund for duties Net a Porter are not entitled to charge or keep. I envision at least 1 more follow-up call and email to sort out. Thank god for toll free lines.

Overall, huge hassle and time consuming. Also, must rely on own knowledge of international shopping agreements between countries! NOT WORTH IT! Shop elsewhere.

Deliverd the finest in both product,wonderful customer service and fantastic selection.I was so impressed got exactly what I ordered.Thankyou!

I've been noticing SO much negative feedback with NAP customer service so wanted to leave positive feedback from my own personal experience shopping with Net-A-Porter. I can't recommend the overall service enough, it's fantastic! The shopping experience is brilliant and I've purchased full retail and sale pieces over the past couple of months to receive them on time with speedy results! From ordering to receiving the whole experience has been brilliant! I wasn't sure as to what size of Isabel Marant slides to buy for instance (due to it being French sizing) in the sale and ordered two sizes and other sale pieces in separate orders due to low stock and pieces coming back into stock on my wishlist and every order placed was shipped out promptly (the same day). Once dispatched the items would then arrive around 2-3 day's later via DHL with excellent service and tracking information! I would even request the parcels to be left inside the porch - but the driver would always make sure a neighbour signed for each parcel as I work evenings. Once received each item would be packaged beautifully in tissue paper OR branded box if buying shoe's etc and sealed with a ribbon. I can't fault how the goods are received and they definitely give you the luxury service when paying for P&P if orders are below £200! Presentation out the way and onto Returns! Returns I was hesitant about as I HATE returning items but when it comes to shoes this is sometimes a must as each designers sizing comes up different. The returns process was fantastic and I managed to set this up easily through the NAP website in my order(s) history and each piece was collected by DHL the very next day! It only took around 4 day's for my returns to be processed and the payment refunded to my original bank card! All in all, I've had a great experience shopping with NAP and will most definitely be a long-term customer as pricing is VERY reasonable and very like Mytheresa, if not better!

I would also like to add that I've experienced no issues with NAP declining my card/order before placing each order(s) and each transaction has gone smoothly from start to finish.

Here is my experience with NAP.
I decided to buy a present for my wife. So, I found what I was looking for on NAP Internet site. Since it was a gift I wanted them to send it to my work instead of home (not to ruin the surprise).
1. I place an order and received conformation.
2. I received another email from them several hours later saying that they are not able to verify address with my bank.
3. I called their customer service to find out what is going on with my order. I was told the same thing – that they are not able to verify billing details with my bank. I explained that the card that I am using for the purchase is linked to the shipping address and there is all information in my bank. I fact I have been using this card for long time. I shipped to my work all the time and never had any issues regarding confirming billing details. So, I left my bank's phone number and I was told that they would call back.
4. Received call from NAP. Rep said that they will cancel the order because they do not trust the shipping address. I called my bank. They told me that the address was confirmed. I asked NAP rep for an explanation and all they could say that we do not trust. How is that possible? Card is mine, billing and shipping is confirmed with my bank through credit system, I provided all info to prove that it's me and they still cannot ship!? On NAP site it says that you can ship with a signature so I will sign for it and if I am not available they would leave a slip. Also, I could ask for delivery without confirmation so they would just drop package by the door. So they are not liable for what happens to package. Girl on the phone could not give me a good reason or explanation. She said it's finance department. They are the ones who make decisions. She also told me that it's my problem and I gave them address that they could not trust. Well, that's my address and that's why we have credit card system to prove that. I asked if I could talk to finance department do they can explain. She said that they do not talk to customers. WOW! NICE SERVICE!
5. Finally they just canceled my order without an explanation.
In summary I will just say that it was a complete waist of time placing order on NAP site. The surprise for my wife was ruined because I lost time going back and force with their "customer service" for no reason at all. Time has gone and even if I find replacement for my gift it would be too late. Very poor customer service. No explanation given. I shop a lot online and luxury goods are not exception, but I will never buy anything from Net-a-Porter again. I suggest you to think twice before placing order. Just stay away and find a good alternative.
Alex
Order # *******

So, I placed an order from Net A Porter. The first delivery attempt was unsuccessful. I called the number on the UPS ticket and asked if they had any idea when the next delivery attempt would be... Unfortunately I would not be home to accept the package on that day. I asked if they could leave the package at the warehouse for me to retrieve it there. I was informed that I had to contact NAP due to their "signature" requirement upon delivery. So I then reached out to NAP explaining to the customer service rep that I would not be available to sign on the next delivery attempt. The rep said that if I was NOT available then I could have my package re-directed... GREAT! So I gave the rep my sister's information to have it delivered to her home... I know she'll be there to sign for it because she works from home. The next day I received an email stating that my sister's address did not meet their "re-direct" criteria. I then called NAP explaining everything she asked if I wanted to try ANOTHER "re-direct" address. I asked her what was the criteria you must meet for the re-direct... AND SHE COULD NOT EXPLAIN! So WHY would I give ANOTHER address just to WAIT for ANOTHER DENIED EMAIL! I asked the rep can my package just STAY at the UPS location and I'll just pick it up myself. Would you believe I was told NO! So to sum this up I placed an order from NAP my money was dedicated IMMEDIATELY... the first delivery attempt was unsuccessful... I asked if I could sign for my PAID merchandise at the UPS store and I was told NO it must be delivered and signed for. Well what is the difference if I sign at home or sign at the UPS store?! IT WOULD STILL BE ME SIGNING FOR MY PACKAGE! I WILL NEVER ORDER FROM THEM AGAIN!

This is my first review I have ever written on the internet. In all my years of online shopping, I have never had an experience like this. I made an order for a $850 belt. I tried to send it as a gift to a friend in a different state. After an hour of putting in the order I realized I had made a mistake on the leather type. I quickly made a new order and emailed them to cancel the first. They emailed back that they canceled the order. But not my first order, the second! By the time I emailed them back they said it was already shipped out. And so I put in my 3rd order for the day. I quickly received a order confirmation. But within an hour I received an email stating that the order has been canceled. When I called them they said it was because The billing and shipping address didn't match. Ummm so why did the first order go out!? So I asked them to please figure this issue out because it is a gift. They said that it's ok and I can put a 4th order in. So I did and wallaaaa it got canceled. This time they said they need a authorization code from my bank. I Called the bank, the bank said it was odd they were requesting one but gave me the code anyways. At this point, upon the advice of mr porter, I made a new order to my home. This way the billing and shipping are the same. But wallaaa it got canceled again! Mr porter said to make a new order with a different credit card. Mind you, my bank did not have an issue with the purchase. As for the first order, it got returned to sender but my credit card was still credited $850. Let's try to get that money back.
I'm conclusion: don't attempt to make a purchase there.