Net-A-Porter

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

I used to like shopping from Net-A-Porter.
However recently I found that the prices of most beauty products are so much higher than other online shopping retailers. Additionally, on Net-A-Porter, even for same products in different colors, the prices are quite different. What a rip-off!

I am done with Net-A-Porter.

Good marketing (with the magazine) and nice selection but customer service doesn't match expectations for a luxury online shopping brand. You pay extra for courier delivery and they can't get the time right, always showing up when no one is home despite multiple emails. Takes up way too much time to actually get packages. Pretty disappointing. When I sent an email to complain they didn't even apologize for the fact that I'd sent three emails letting them know when delivery should take place, and they kept delivering outside of those windows. In fact I got a rude response.

Like everyone else, I placed an order for an expensive purchase, and was absolutely steamrolled by Net-a-Porter. First off, never in my life has a luxury company ever asked me for an access code for a credit purchase. I mean, I get it, I'm middle class and maybe I shouldn't be blowing my money on make up, but seriously? STOP JUDGING ME. Even my bank thought it was absurd, because they had already approved the funds and didn't think it looked suspicious. It certainly looked vaguely fraudulent when I called! And then when it came to delivery, what a PITA. We have an access point set up at our apartment so that all UPS deliveries go to a nearby store (because we've had packaged get nicked before). But nope, Net-a-Porter refused to deliver to an access point because I had to sign for the package *personally*. They did not seem to understand that I work in a secure office building where personal mail is explicitly forbidden, and it's just not an option. They did not understand that no, I could not take a day off to wait for my package, nor the fact that my apartment building offers no access to non-residents. Literally, no one would be home to sign for this package and delivery people can't get in anyway. So not only did I have to tell them I AM POOR AND I CAN'T AFFORD A DOORMAN/CONCIERGE but I HAVE TO WORK FULL TIME BECAUSE AGAIN I AM POOR AND THIS IS AS GOOD AS IT GETS FOR ME. They didn't understand that the UPS driver could not just leave the package, because it would surely be stolen. And if it didn't get stolen, then my package would melt outside in the hot sun on my concrete entrance in the heat and humidity. After all was said and done, I had to drive to an even sketchier part of town to pick up and sign for my package at the UPS depot at 8:00 pm at night. LIKE MY DAY WASN'T LONG ENOUGH. The whole process was absolutely mortifying. I just felt dirty and like I wasn't "good enough" for their service. They questioned my payment. They questioned my standard of living. I just wanted to spoil myself a bit and now I feel even worse. It's safe to say that I will just order my "fancy" make-up from Sephora or Neimans or Nordstroms or Saks from this point forward. Or maybe even directly from the company. Awful. Sincerely dreadful. I gave two stars because I finally received all of the cosmetics that I paid for and the brands are the high quality that I have come to expect (five stars), but Net-a-Porter is horrible and I would give them zero stars, if I could. I feel like they were punishing me for being "lazy" and ordering everything I wanted through one portal. HAH. Convenient? Never.

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!

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'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

They just started charging tax to Ca on 2017. I didnt know it till i placed my order. The things i used to like r free shipping and tax free. Now I dont need to buy it there. I can always shop at BG. Tax free and free shipping. Its not a good deal any more.

I like the web, very easy to browse and return no hassle. But in 2017, they started charging TAX to US STATES other than NY State. First they jack up the price for some items. For example Prada shoes on nordstrom, same style $750. NAP charges $765 and then TAX. If the TAX not included like prior to 2017. OK, they want to charge that $5 as shipping the shoes. Still OK, even though it's a little CHEATING! So, therefore, I'd rather shop nordstrom online. Charge TAX but better customer service policy. Good by NAP... farewell in 2017. I have a new fav web based in UK, matches fashion... great price and so many items, 3 days arrival. Love love.

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'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.

I've been a customer of Netaporter for many years. And i've always been a fan of not just how they bring together all those amazing brands, but also of their impeccable customer service. I've been even making reference of their customer service, when dealing with other online shopping sites, saying that they should try to be as Netaporter, because they were the best.
Well, apparently they aren't anymore. A few days back, i returned an item to them. But for the first time, i regretted and contacted them as soon as possible asking if they could reserve it for me as i knew it was the last one they had. I was hoping to buy it again. A customer consultant called Ama, contacted me and assured me that there would be no problems and that the item would be sent back to me as soon as it would be processed and that it wouldn't be sold to anyone else. As, i've always encountered an amazing service with Netaporter, i trusted her word. But the same day, i received an email saying that Netaporter had already refunded my money back. So, i emailed her asking, if i needed to make the payment again, as the money was refunded. She said not to worry and that the parcel would be back to me. All i had to do was to wait for an email with the tracking number. I thought they would cancel the refund process. And started to wait. But no email or tracking number arrived. So, i started emailing her. No replies. I called her. Still no replies. Not only her, no one from the customer service replied to me for 72 hours! (while they always assure you that they would reply in 24 hours) Well, after 72 hours, i received an email saying that the item, she promised to send back to me, was already sold!
I am so disappointed, because, if she had the courage to tell me that she messed things up, i could have bought this item again. She made me loose it because i waited for an email with the tracking number, as she said that it would be what they would send me next.
The worst part is that i won't be able to trust them anymore. Because apparently they became ordinary as any other online site. With Netaporter, i always had this feeling that, everything would be fine. But unfortunately they lost their trustworthy, professional position in my eyes. It's a pity. And Ama, she is the worst, the most unprofessional consultant i've ever seen in my life. She actually ignored my calls and emails like a little girl does to a friend. Well, i wasn't her friend, i was her customer and she didn't show me the respect which i believe i deserved, as any customer does.
Thank you.

I really do not post reviews, especially not negative once, but since the downfall of the service, shipment, admin of the once glorious Net Aporter since July this year, I have to move on. Where there was once impeccabile customer service, expidited delivery, now all that we are left with is: packages sittting at the DHL dock for weeks, while your card is being charged; once you get credited back the exchange rate of the debit is not applied, but ratehr the one of the day, followed by, instead of an apology or a credit, I get a " CONTACT YOUR BANK"... well it takes a third grader to understand that unless you credit back fees with the same exchagne rate applied at purchase, there will be a discrepancy. Now clearely as a 10 year loyal customer of Net A proter, clearely I do not "need" the difference, but a courtesy email and aplogising for the oversight would have been nice. Instead I get rude replies as if it was MY fault the package is sitting in Docklands from December 8 - February 8...
Add to that: delayed deliebries; merchandise not arriving; merchendise in the box missing yet charges on the card are made; damaged goods. Guys hts are packaged in a hat books otherwise they dent...; and I can go on and on and on, all in a time span of 5 months. I hate to leave, but she the founder has left and net is aprt of big corporations, the issues we ahve now are NOT a fluke but the mere reality of an amazing service going down the drain after a maker take over. Luckily there are options, but I am still sad to see where we tand today. Sorry, but people should know what was and what is. If you join now then the service provided mught be better than others, but when you ahve been a regular client of NET for 10 years, certainly the diffrence service, delivery and customer service is not what it used to be.

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.