My latest email response to The Outnet-this has now been going on for 7 weeks. I've added Emma Mortimer to the emails but no one from her organisation has bothered to respond. They keep telling me that they issued a refund 12-7-23. I'm aware of that, and it isn't THE ACTUAL ISSUE. The issue is that they didn't refund the full amount! They say they won't refund a shipping charge but there was NO shipping charge because my order qualified for free shipping. Does no one there know how to read (and comprehend) anything?
Full details below.

Thanks-but-how can there be confusion?
I ordered two jumpers from you.
The box arrived torn, and the cream and green jumper had a very dirty area on it where it had been exposed during shipping.
I notified you of that and sent photos.
Your CS representative accepted the photos, created an exchange for that jumper, and a return for the other, which didn't fit me properly.
The box was picked up from me 11 June 2023.
You received the return 26 June 2023-it sat in Brescia customs for a long time waiting for your action.
You acknowledged receipt, but then failed to send me the replacement in any kind of reasonable time.
The exchanged jumper was meant to be a birthday gift, but as it took you so long to process and get me an undamaged one, I asked you to cancel and refund.
You first said you would do that
You then said you wouldn't, you'd have to send it and I'd have to return it again.
You then said you were attempting to cancel.
You then said you'd cancelled.
Then you said you hadn't
You then SENT the jumper to me-
And you then recalled the shipment.
I NEVER saw the exchanged jumper.
You then refunded me an amount that is less than what I paid you,
You apologized to me in writing and said you were processing the remaining refund.
You then said you weren't doing that because I had to pay for shipping.
You then said you were 'investigating'
You then said you can't refund shipping but will add a courtesy refund to my account.
That is patently ridiculous. I told you NOT to send it. You did, but didn't deliver it to me! And somehow you think I should pay for this?
Kindly refund the remaining amount you owe me immediately. I don't want a 'courtesy refund' as I have no intention of ever shopping your site again.
Still copying in your CEO-someone really needs to pay attention here.
I have every email in this sorry exchange and will continue to pursue this until you have refunded the full purchase price.

Last update: I've finally received my order- it appears my order "sat" in their warehouse (NJ) for more than 2 days (more than 4 if counting the wkend!), before "someone" placed it in their outgoing UPS bin. My last msgs to Cust Svc got one reply saying "your order shows movement" - Clearly, NO coordination nor communication between their administrative offices and warehouse operations (US)! Additional negative comments: (2) No sig requirement with MY UPS local office, contrary to what's stated on the firm's site; if you required confirmation (ie, your sig) that YOU correctly received YOUR order, it may not occur; (3) my very $$ item was a jacket that was "stuffed" into a box smaller than it should have been, from a "luxury goods" standpoint. The only good news: the item ordered was authentic (designer), and in new condition, as it should have been(!), the price was good (sale), AND, my local UPS office and carrier are accurate (excepting the sig omission). So, given the overwhelming negative aspects of this purchase, I maintain that this is my last order from this firm. It appears that alot of happy customers have not bothered to relate their experiences, so it may be concluded that I've just been more than unlucky with this firm - I don't know. But, I'm sticking with my regular sites for way better, ACTUAL customer service vs. the type and quality of goods of which I like to shop. (Again, I'm amazed that this NEARLY ZERO level/quality of customer service of a firm boasting high priced, "luxury" goods has been accepted by a majority of shoppers!)

Update: Appears that I've erred in failing to remember NOT to use this firm, and this (stupid!) 2nd attempt in ordering from this horrific firm is "all on me"! --- Anxiously awaiting my very $$$ order to arrive - 4th day after ordering, but the warehouse failed to ENTER the shipment into the UPS system - I don't even know if the box left their warehouse! Their email Cust Svc is atrocious - they didn't answer my msgs about this NON-scanning issue, just one reply saying "they're trying to answer my question". I'm disputing the payment now with my CC firm; at least I can do this in preparation of not receiving my order. --- I may update this entry... BUT STAY AWAY - I won't use this firm again!

Update for my comments just written yesterday- This atrocious site is unbelievable! If possible to leave negative 5 stars, I would... First AND LAST TIME on this site-Purchased 2 coats; received only one -- 1. Didn't receive status of order, nor shipping ETA, 2. They "cancelled" one coat purchase with no warning, due to "inventory" --> a. They DON'T KNOW WHAT ITEMS THEY'RE SELLING ON THEIR SITE, b. I had to CALL THEM to discover this unilateral action - NO msgs sent re this situation, 3. NO WRITTEN receipt w/ the shipped item-as confirmation, and for return purposes (RMA) ---> 4. TOTALLY INCORRECT return instructions given by their reps and repeated on their site- was erroneously told that UPS was to provide a ship label- never heard of this - and they(UPS) DON'T-had to re-call this STUPID SITE to have an ACTUAL competent rep generate the label, and a written confirmation of my return. Altogether, more than an hour spent on the phone for THIS SITE - and with NO result except useless aggravation. What IDIOCY - A TOTALLY INEPT COMPANY- why are they still in business? And, laughingly, they attempt to convey "quality" since they are a "high-end, $$$" firm. Stay away!

DO NOT ORDER FROM THE OUTNET.

I placed an order on Saturday which was over $300, therefore qualifying for free next day shipping as advertised. I expected the shoes to ship out on Monday do to the weekend and then be delivered on Tuesday. When I had not yet received tracking, I reached out to customer service Tuesday morning. The first time I called I was told there was nothing they could do because the item was already on its way out of the warehouse and that it would be shipped with standard shipping. When I questioned the customer service representative they hung up on me. I called back an hour later and talked to a new representative who seemed to genuinely want to help. She worked with me to try and cancel my order and reorder the item to then receive the promised next day delivery. I was told it would all be taken care of and to receive an email back shortly. 6 hours went by and I had heard nothing from the outnet. I reached out again via phone call and talked to a new representative and they told me that my parcel was recalled and no longer would be charged on my bill. The next day (Wednesday) I woke up to an email with a tracking # for UPS stating my item was on its way with next day delivery. Attached was a receipt with the charge on my bill. At this point I just wanted what I payed for so I was excited that the package would be here Thursday. Thursday morning, via tracking updates my parcel was out for delivery at 830am. At 950 am tracking updated stating that my package at the request of the sender would be returned to sender. WTF! 5 mins later, tracking updated saying sender had requested that the package be held by UPS. 8 phonecalls and 8 rude unhelpful customer service representatives later, I was told that there was nothing they could do and each person told me that they would reach back out to me via email or phone call momentarily. NOTHING EVER HAPPENED. No phone call, no email. I took down every representatives name I talked to, and each new person I talked to claimed no one by the name of the previous representative worked at the outnet. WTF! Friday morning I reached back out as tracking now updated claiming my package was DELIVERED! It was not. This website is a SCAM! This is going to be the next karmaloop if it already isnt. Today is Monday and I received a new tracking number via email showing me that the item had been returned to sender at 9am. I called customer service one more time and once again stated how much of a disappointment and inconvenience this entire process had been and that I want to make sure I get fully refunded for my purchase. I was told to wait 48 hrs for any action. I am concerned I have just been cheated out of $600. This has been the absolute WORST experience with a company I have ever dealt with. I work in eccomerce and am constantly shipping and receiving items via mail service and I have never been exposed to such an awful business platform. Netaporter should be ashamed for their involvement and promotion of such a disgrace of a company like the Outnet. DO NOT BUY FROM THIS WEBSITE

I love everything keep receipts for returns USA sizing

The best site ever. Very satisfied indeed! Vanessa Candiotto