The Outnet

After reading online reviews, i was nervous and places a small order. Everything was legit and in great condition. Since then i have placed multiple orders and find outnet to be a lovely site for previous season items. 100% recommend. There is nothing wrong / fishy about this site.

I ordered a dress on Sunday for my daughter's birthday which is this Friday. It still hasn't been dispatched and I am worried that it won't arrive in time. I can't understand why it is taking so long. I have also returned an item but am now worried that I will never be refunded. I don't think I will ever be able to order from the Outnet again. They are just Too unreliable.

Been a regular customer for several years spending a fair amount on dresses and tops each season and referring numerous women to their site. A shipment was sent to my summer home-my mistake. Discovered the error 2 months later (past the 28 day return limit) and their Customer Service would not grant an exception, not even for store credit. I totally understand that policy for a new customer but not for a regular customer that has never had any return issues. I am so done with this company.

I ordered some shoes as a gift for a friend, and on their app it says 'if it's past the 28 refund window, contact us and we'll see how we can help'. So I didn't think it would be an issue that It was a few days over when my friend told me the shoes didn't fit. Unfortunately I got a flat 'no' and was told if they were faulty and it was only 3 days over rather than 6 they'd have done something to help. If they were faulty?! Clearly they don't care about customer satisfaction or legal rights!

I ordered a jacket and add extra money for next day arriving, hoping this such expensive jacket could arrive safely. Unfortunately, no delivery at all. I call the customer service, they say they will ask UPS to investigate, which takes 10 days. After more than 20 days, no response at all. I called them, reported my order number, name, email, and then the customer service just claimed she didn't have any information about the investigation and she will send my request to another department, which will take several days to get feedback. Then still no response. I am now thinking this website is a fake one, this company doesn't exist, and the jacket is just a picture on website and never be transported or delivered by UPS, which makes more sense and is more acceptable to me.

I sent back my items for return over 1 month ago and after more than 10 emails, have received no help or useful information on why my return has not been processed yet. Each email has been responded to by a different person and there has been no sense of urgency in helping me with my return. I have over $600 that I am waiting on. I will never purchase from this company again and I urge you to shop somewhere else.

Avoid this company! They are dishonest, untrustworthy, and deceptive. Customer service is awful and unprofessional. They take days to reply to emails. Every time it's a different person replying and they don't sound like they even have a good grasp of English. They have unclear policies on their website and unwritten "rules" that they will change and enforce at a whim. I followed their directions to return a purchase but they STILL owe me money. BUYER BEWARE!

My friend lives in Korea, and I live in the US, she asked me to buy her some clothes from the UK Outnet, she sent me the link, she said the dress was 346 Euros, but when I opened the link, it appeared as 450 Euros on my computer.
How the hell it could happen? We sent screenshot for each other and still didn't get it.
I'll never comeback, I felt like we're cheated in some ways. How on earth one product has two different prices? Even in the same store.!

Truly awful service. Paid £8 for Nominated Day delivery and item did not arrive. When it did finally appear via DHL, there was no Returns proforma included in the order (I decided to return as it was needed for an event but did not arrive in time). Called Customer Service and was told it had to be sent by DHL. I said that was not possible due to work commitments and that I would have to send by Royal Mail Recorded instead, very arrogant adviser then stated that was my own risk. When I mentioned no returns form was included, adviser was very rude and made it seem like I was being a huge inconvenience. First time ordering from this company and will never do again. Awful. Why is it that this is a so called luxury site, and its the cheaper ones that provide a simple, straightforward and friendly service? They really need to evaluate their delivery and returns policies.

They are absolutely useless. I ordered some items, which were all awful and so I had to return them. I booked a courier collection as advised on their website, waited in all day and no courier turned up. When I contacted them they advised me that they did not allow Saturday collections (their website does not say this, and the DHL website allows you to book your collection for Saturdays). I contacted their customer service to voice my annoyance of wasting a whole day waiting for a courier that did not turn up. Their customer service was completely useless and unhelpful. It's not worth the hassle, I won't be ordering anything from them again.

I ordered a blouse and if I knew they use DHL for shipping would never done that. DHL never deliver as promised and this what happened. I've got a call early in the morning, a few messages during the day and still didn't get my parcel. Don't know when I will get it and how because can't stay home every day for the whole day, but definitely never will order anything from them again!

I do a whole lot of online shopping and order from many many many retailers. I did my research on the Outnet and it seemed to be okay. I was tempted to buy a few things because they have some nice stuff. I sent in a return for an order of 3 items and they claim they received 2 of the items but not the third, even though they were sent back all in the same package. Now they are starting an 'investigation' with the carrier (UPS) -package was taped up tight, I doubt anything happened with the package and I'm positive all 3 items arrived to the return warehouse. I am very worried that I will not get my money back and have never had this situation before from any retailer. Usually, even if there is a problem with the carrier, they refund the money, which is the correct and appropriate thing to do for the customer. Now I'm just waiting to see what will happen. I'm in New York. Be warned if you're looking to order something from here...

I bought a Marc Jacobs bag for £140 in Nov 2021 for a Christmas present. It has only been used on and off for 9 months. Today one side of the shoulder strap attachment broke. I sent them a photo of the fault and they refused to do anything about it! They said it was wear and tear but the rest of the bag is in perfect condition so it's clearly a manufacturing fault. This is completely unacceptable customer service.

Irresponsible handling!
I ordered a handbag at the Outnet and I got no delivery update after 4 days of purchase. When checking with the CS, she just replied with the standard msg telling tracking notification would be with me when the order dispatched. I checked again in 2 days and they said they would check for me and let me know asap the finding. Nothing was updated until I sent email to them in 2 days, finally they said my order was cancelled due to technical issue! No follow up on the refund arrangement.
That's my first order with the Outnet and will be the last! Other online shop service is much more better than it.

I have just had my return items sent back to me after a month of waiting for a refund. Now trying to arrange another collection and been on the phone for 30 minutes so far.

Then I have been told that I don't receive the sales tax on the items I'm returning. So instead of £249 I will only receive £207!