The Outnet

I returned an order to The Outnet weeks ago and have been waiting for my refund ever since. Despite numerous phone calls and emails to follow up, I'm now being told that they can't confirm whether they've received the returned items and that the refund processing time is up to 6 weeks, even though their website states it should take 3 days. I was repeatedly assured that a manager would contact me, but this never happened. I was also promised updates via email, which I never received. I'm extremely disappointed with this experience and will not be shopping at The Outnet again. Be cautious if you're considering buying from them.

I've shopped with TheOutnet for years, always trusting them to deliver the luxury experience they claim to offer. But after my recent experience, I'm left feeling nothing but frustration and anger. A month ago (25th August), I ordered a bag, and while UPS tracking claimed it was delivered, there was no proof—no signature, no photo, nothing.

Since then, I've been stuck in a loop of excuses, contacting TheOutnet at least six times to be told the same meaningless line: "We're investigating." It's been almost a month now, and they've given me no answers, no refund, and no sense of responsibility for the money they've effectively stolen from me.

At this point, it's clear they have no interest in resolving the issue. It's outrageous that a company selling high-end brands thinks it's acceptable to leave customers without their purchases or their money.

If this is how they treat loyal customers, beware—TheOutnet may just take your money and leave you hanging, as they've done with me.

I'm honestly beyond frustrated with The Outnet and their handling of my recent order. It's been a full month, and my order was *lost* by UPS, yet I've received absolutely no resolution or compensation. All I've gotten from The Outnet is generic, cookie-cutter responses that provide no actual solution.

After multiple follow-ups, they've given me the runaround, constantly telling me they're "looking into it" or that I need to wait for UPS to resolve the issue. But there's been no proactive effort on their end to escalate things, and I'm still out the money I paid for my order.

I understand delays happen, but this lack of accountability and communication is just unacceptable for a retailer of this caliber. It's like they've completely abandoned any sense of responsibility once the order leaves their warehouse. I've emailed them multiple times with no concrete answers, and each response feels more like a brush-off than an actual attempt to help.

It's been a full month, and I'm still waiting for my money back, with zero urgency or empathy from their customer service team. I used to love shopping on The Outnet, but after this, I'm seriously reconsidering ever buying from them again.

I had called UPS and they even said that sometimes their drivers drive off with big boxes as they have knowledge of "expensive" retailers. Because I live so close to the Swiss/German border, UPS doesnt even use UPS vehicles to deliver. Its like they hire white vans to deliver UPS packages so they just drive off with the goods and never return. The fact that UPS is telling me this and The outnet is telling me they have alot of issues of this kind but they continue to use them?
My order was about 2500 EUROS and there is no sign i will get my money anytime soon.

If you're considering making a purchase, just know you could be dealing with lost packages and months of frustrating back-and-forth with zero resolution. Absolutely unacceptable.

This is the worst customer service ever! Do not trust a promise they make when resolving an issue for you! Their "customer care team" are uncaring, repetitive and just pass you onto the next member, just to hear the same lame excuses! I'm sending everything back to them that I have purchased! Don't waste your time!

Bought a Sandro jacket. I received it within 4 days (the Netherlands) and everything is perfect! Paid with Paypal just to be sure, reading all the negative reactions (since Paypal provides an insurance). But dont need to return it fortunately!

Beware ordering from this company you cannot return or exchange anything. I ordered an Alice and Olivia dress and the chain came broken. They were not helpful, if you order something you are stuck with it. Better off ordering from a department store.

Order and pray it will fit you! There's no exchange, no return. I contacted then multiple times but they told me that the item I ordered went on a final sale, hence there's nothing they can do. (There was nothing mentioned about the final sale when I was buying it) Basically stuck with the box of useless clothes and lost my money for no reason.

While the content and prices can be good, they take payment immediately, then it took 1 month for my order to arrive, and despite sending my return over 1 month ago I have still not received my refund. I raised two complaints and they just send the same generic response.

And then after posting this review on Trustpilot they did a PR spin saying a member of the team had contacted me which is categorically not true.

Yes, the shearling slippers I ordered from Outnet came infested with fleas. I didn't realize it right away and noticed it after wearing the slippers for 20 minutes around my house. Now my dog and the whole house are infested with fleas.
So far I spent over $200 on flea insecticide, vet visit and countless hours of vacuuming and laundry.
Customer Service couldn't care less. I called them, emailed them—went all nine yards because I was shocked and appalled. They said that out of their GOODWILL they will refund me the money for slippers before I send them back. (So they can sell it to another unfortunate person I guess).
I have never seen such audacity before.

1. My payment was rejected numerous times and customer care couldn't offer an explanation.
2. My multiple emails and tracers to them are unanswered
3. Live chat agents are unhelpful and helpless, rigid and unfriendly, eg they refused to reinstate a promo code even though it's their fault the first transaction wasn't successful.
4. Like other reviewers, I will not use them again, and will gladly rate them zero or negative score.
In short, very frustrating, unproductive end unpleasant experience.

I have placed 16 orders with this company and they ship right away. The return process is great and they even offer exchange.

But the customer service is the WORST. In the year that I have shopped I have called customer service 4 times and 3 of those times they were useless and a waste of time. I am not asking for extreme requests. But they have literally been a waste of time.

So if you shop here the product is what it is. But don't expect any human contact.

I purchased a gold ring that I had to return because there was a defect in the gold. I was penalized and the shipping costs were not refunded. Obviously, I did not want to return the ring had it not been defective. Customer service was challenging to deal with and they were not on my side. The Outnet does not care about customers, so it's unlikely that I will return to the site.

Ordered something and it takes a few weeks for it to be delivered. They use UPS which is so unreliable. You receive an email from UPS to say that your parcel is out for delivery and at the end of the day when you have waited in, another email arrives to say that your delivery has been rescheduled! Any returns have to be sent via UPS and when there are issues with their service UPS end up delivering the parcel back to you! Be very carful and aware on ordering.
OUTNET returns policy of 28 days is this is not enough days for what I have just experienced and the fault lies with UPS.
Items are sent out and returned to an address in Europe. OUTNET.COM need to source another courier.

Let me be clear. I absolutely love this site. They have a great trend assortment plus pieces you can't always find on other sites. That is why I was so disappointed when I recently made a return to them to find that I was only partially refunded. When inquired; Outnet replied stating they didn't receive certain items in my return parcel when they were clearly labeled and packaged in the box. Now I'm out over $150 on an item that looked terrible on me and that I didn't even keep. The phrase "the customer is always right" doesn't seem to apply here, and instead I'm losing money for no reason because their returns department doesn't know how to be organized.
I am extremely frustrated!

Think twice before purchasing. Shipping information not updated correctly. Purchased slippers and updated shipping service horrible. Customer Service lacked correct info as well. Customer Service inadequate assistance and form letter responses. Customer service as they could not provide correct shipping information and length of delivery time issues request to cancel order as it was still not out to courier. Days later received notice slippers being delivered and then right after noice of cancellation. Advised cancelled and 10days for return of funds. Outrageous. No conversation and no communication. Horrible. No slippers and return of my money 10days later. My money not returned fairly and timely. Although much preferred the slippers as i am now without slippers and with out money

I now have 2 returns outstanding - value over £1000. One from February and one from March. One order has become un traceable and the other has been stuck in a local warehouse for over a week. Customer service can't help and send holding emails. I have now raised the issue with PayPal and am hoping that they can help. If you are not 100% sure that you will keep what you buy, avoid as you may not get your money back

I have ordered a lot of clothes, bags and shoes to Holland. I always got a refund when I returned items and sometimes I even got an extra discount when the item was lowered in price or if there was an extra discount. I am really surprised that there are so many bad reviews, that is why I write this review. To create a return is quite easy. Just call DHL and they come pick it up. Good service for customers from Holland.

Very unprofessional company they show something else and send some other products which is not worth Of the value which u paid as they are sending from out of country you can't return the product and if u return just keep on tracking the for refund or exchange very very very bad experience as I ordered golden buckle but received some thing which is not my taste at all feel betrayed

I bought a pair of Tod's boots at the Outnet for $691. The first day I wore them the sole detached completely from the boot while I was walking. They refused to issue a refund (or even credit). They said they would pay $34.57 for me to have the boots fixed by a third party. As if that would even be sufficient! Also it looks like there is two sided tape on the bottom of the boot?!