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Net-A-Porter has a rating of 1.6 stars from 206 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Net-A-Porter most frequently mention customer service, credit card, and online shopping problems. Net-A-Porter ranks 283rd among Designer Clothes sites.
No positive highlights yet
*Update* I am updating my previous post to say my return was Accepted and my credit posted without me having to contact them. Perhaps it was just a glitch I am still willing to visit this website. I have shopped this website for years and loved it. Now shipping is slow. I have yet to see a recent return processed. Customer service used to be beyond excellent. Updates when shipped. Updates when returns received. Updates when credit issued. I am currently waiting on my return. If there is an issue I will not shop here again. Unfortunate because I really did love this website.
Quality of the items, even high brand items is inadequate. I purchased an YSL bag that costs few thousands of dollars and the belt just fall apart while I was wearing it. I have emailed them and their service recovery was: send the bag and we will see what we can do, asking me to send them a bag for few weeks to fix. Unprofessional, unsatisfying, not checking the retailers of HIGH brand products. I can't give zero stars so it's one.
I bought a pair of Saint Laurent shoes for my wife that unfortunately were a little too large. She tried them
On once on her birthday. I returned them for an exchange. Net-a-porter, albeit within the return period, let me know that after inspecting the item they would not accept the return claiming the shoes had been used. It's hard buying shoes without the ability to exchange them for ones a size smaller or larger. I cannot recommend buying expensive designer shoes with net-a-porter and won't do so again myself.
Update: After writing this review net-a-porter exchanged the shoes for the smaller size - now they are a fit.
Net-a-porter has always been my go-to for shoes and bags, I love it! However I once had to return an order and did not have the best experience with their customer service... so I will say this: great if you love what you bought, not-so-great if you don't.
I have always had decent service with Net a Porter. I have ordered a few things that honestly were Target quality (or less) from name designers (Donna Karen, cheap Alexander McQueen, to name a few, but this is true of many high end designers). However, when I heard Howard Stern's wife Beth going on and on on his show about Net a Porter, having things delivered regularly, on first name basis with sales reps, blah blah blah, it just kind of nauseated me.(silly but true).
I've been a long time Net-A-Porter customer. I loved their pictures and full description that included all measurements and weight for some items (bags, jewellery).
Recently I've tried to shop there again and so that now they have two type of the pictures - traditional high quality Net-A-Porter and others that look like something they had three to four years ago.
Items description is not as full as it used to be (I've returned 4 items in a row! That never happened to me before)
I've also noticed that prices for some items are changing from time to time.
Net-A-Porter becoming Yoxx. They are bringing some low end brands (Sam Edelman, Madewell, etc). It's no longer a luxury experience. I rather shop at Farfetch and Stylebop
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 want to exchange a dress which once I tried on, I realised the inner skirt as too short. What would be the quickest way? Buy the other dress and ask for a refund on the other? Or maybe exchange the old for new and pay the difference?
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