Never again, I HATE THIS BRAND!

DON'T GIVE ME MY MONEY BACK!

Hello, I've been a Yoox customer for 11 years and I've never had such a problem with the goods I ordered or with a return! I'll explain the situation: I placed the order on Yoox.com on 09/15/2022. I wanted to give this watch as a gift to my girlfriend. By the way, the order status on Yoox.com is still SHIPPED (ORDER 1509Y8A*******). This means Yoox made a mistake and the status of this order was not corrected at all! After some time I contacted the Yoox partner seller by email and asked about the order because the shipping took too long. I was told that the order was probably lost in the post and they will send a new order, order number 1509Y8A*******-A. This information has not been updated at Yoox! On 10/01/2022 I still haven't received the order, contacted the Yoox partner again by email and said that I would like to cancel this order, because it was taking too long - my girlfriend's birthday was already over and I didn't need this watch anymore. The seller replied that a cancellation was no longer possible. The order was finally delivered on October 5th, 2022, but I was already on vacation. I contacted the seller and made it clear that I wanted to refuse this order because I no longer need it! The seller replied that I cannot refuse this order. I should accept them and then send them back. When I was on vacation, my neighbors took this order for me. Then I came back from vacation and wanted to return this order immediately. By the way, the order was very badly packed, so I stuck the box several times with a new white foil! After that I emailed the seller twice and got no response at all. This is proof that this seller is not serious and did not want this item back under any circumstances! Only when I reported a conflict situation to PayPal did the seller respond and say they didn't want to provide a returns form and I need to pay for the shipping bymyself. I did that too! I sent the item in the same condition as I received it! I didn't even open the packaging. I have witnesses who can prove that I did not open this package at all!

Here is the answer I received from Yoox via Paypal:
"Good morning, unfortunately the seller could not accept the return as the item was completely damaged and not compliant with their Return Policy. The package was returned to you at the seller's expense with UPS. Kind regards, YOOX"? How could it be?
This is really a scam and rip off, who can believe that I broke this watch and then sent it back? I wanted to return this item from the start because it took too long to ship. I did not even opened the package!
So now I now for sure, that this was a scam, the buyer from Romania was problematic from the beginning, and now it is clear that he is lying! I am now sure that this seller sent broken item to me from the start! This is fraud and I will refuse and not accept this shipment. I urgently demand my money back!

As a VIP member of yoox.com, I receive free shipping when I shop on their app.

Yesterday, I was shopping on the app, but the app continuously failed to apply my free shipping privilege. That's because the app was unstable due to heavy customer traffic (yoox.com is having a big sale this week).

I called customer service and told them that the app does not allow me to have my free shipping privilege. The employee told me that I should use the website, and he would make a note in the file so that I can be reimbursed for shipping cost. He said that I should call back immediately after placing the order, and someone will issue me a refund because he left information in my file for a refund to be granted.

After placing the order, I called and spoke to a customer service representative who told me that there was no information on file about granting me a refund, and that they cannot give me a refund for shipping cost as promised.

A few hours later, I called and spoke to a different employee about the refund that yoox promised me for shipping cost due to their unstable and faulty app.

The employee told me that she could issue a refund, but that I had to wait on the phone while she processed the refund.

After waiting on the phone for about 17 minutes, she returned and told me to check my email for a refund confirmation.

HERE IS A COPY OF THE EMAIL:

Hi Reginald,

Thank you for contacting yoox.com.

Please find below the confirmation code:WLS0YJ32 for the refund of the shipping order for the order placed today the 21 November 2022

We are sorry for the inconvenience and remain at your service should you need further assistance.

Thank you,

FAIZA
Customer Care
yoox.com

You can see very clearly that I was promised a refund for shipping cost in the email from yoox.com.

Today I received this email.

PLEASE READ:

Hi Reginald,

Thank you for contacting yoox.com.

We appreciate you reaching out to us in regards with your return fee concern.

Please be advised that we are unable to waive shipping unless there is a valid reason or screenshot of this promise made.

As for the status of your order 2111YBEA*******, it is currently in transit from the Italian warehouse to our US Distribution Center.

As soon as the package is dispatched, your order will be assigned a Tracking Number and you will receive a Shipping Confirmation email. It may take up to 3 business days after the order is placed.

You will be able to check the delivery status from the My Order section of our Customer Care area, or by inserting your Tracking Number on the UPS website. You can also call UPS at United States: *******892.

Please do not hesitate to contact us if you need further assistance.

Thank you,

Rocel
Customer Care
yoox.com

Today, November 22, I called yoox.com again to ask for the refund that they promised for my shipping cost.

Again they told me that they will not keep their promise to reimburse me, and that the case was closed.

YOOX.COM HAVE NO REGARD OR RESPECT FOR THEIR CUSTOMERS.

EMPLOYEES LIE AND DECEIVE CUSTOMERS ON A DAILY BASIS BECAUSE THEY HAVE NO AUTHORITY TO RESOLVE CUSTOMER ISSUES.

YOOX.COM HAVE DECEIVED AND LIED TO ME MANY TIMES SINCE I BEGAN SHOPPING WITH THEM MORE THAN 3 YEARS AGO.

THEY ASK VIP CUSTOMERS TO COMPLETE SURVEYS IN EXCHANGE FOR DISCOUNT CODES,THEN THEY NEVER SEND YOU ANY DISCOUNT CODES, OR THEY WILL SEND YOU FAKE CODES THAT DON'T WORK.

THEIR EXPRESS SHIPPING IS ALWAYS LATE... AND THEY WILL REFUSE TO REFUND YOUR EXPRESS SHIPPING COST AFTER FAILING TO DELIVER YOUR PACKAGE ON TIME.

RECENTLY, THEY HAVE BEEN SELLING USED CLOTHING AND SHOES.

CUSTOMERS ARE WEARING THE CLOTHING AND SHOES,THEN RETURNING THEM TO YOOX.

YOOX WILL THEN TURN AROUND AND SELL THE USED CLOTHING AND SHOES TO INNOCENT CUSTOMERS.

THIS YEAR, 2022, I HAVE RECEIVED USED CLOTHING WITH PERSPIRATION STAINS ON THE NECK AND UNDER THE ARMS, AND SMELLS VERY STINK...WITH HUMAN HAIRS ALL OVER THE CLOTHING.

I HAVE ALSO RECEIVED A PAIR OF SHOES WITH THE SOLES COVERED IN MUD.

YOOX NEEDS TO IMPROVE THEIR QUALITY CONTROL AT THEIR WAREHOUSES...STOP SELLING USED CLOTHES AND SHOES... AND KEEP THEIR PROMISES TO CUSTOMERS... ESPECIALLY THEIR EXPRESS SHIPPING PROMISE TO DELIVER PACKAGES IN 4 TO 6 BUSINESS DAYS.

I'M CONSIDERING NOT DOING BUSINESS WITH YOOX ANYMORE.

NOW YOOX IS USING WORKERS FROM INDONESIA, TUNISIA AND OTHER NON-ENGLISH SPEAKING COUNTRIES TO ANSWER THEIR PHONES.

THEIR PHONE SERVICE IS EXTREMELY POOR NOW...WORSE THAN IT HAS EVER BEEN IN THE LAST 3 YEARS.

WORKERS HAVE ALMOST NO ENGLISH SPEAKING SKILLS.

YOOX IS WILLING TO SACRIFICE CUSTOMER LOYALTY AND SATISFACTION FOR A FEW EXTRA DOLLARS IN PROFITS.

JUST REMEMBER YOOX! THERE ARE OTHER ONLINE PLATFORMS THAT OFFER THE SAME AND SIMILAR ITEMS FOR EQUAL OR BETTER PRICES.

I DO NOT ENCOURAGE ANYONE TO SHOP WITH THIS COMPANY.

IT WILL COST YOU LOTS OF STRESS, TIME AND MONEY.

Have had the worst experience with Yoox Asia. Customer service is abysmal:
1- First, you barely could hear anything because of the voice distortion.

2- called them to inquire about an order I replaced only 2 days earlier to be told that there records show that I received the order which physically impossible since they state it will take 3- 6 working days to receive an item. The customer service operator confirmed that I received the order. She couldn't see that the order was made only 2 days earlier.

3- when complained about the service and ask to speak to a supervisor, the supervisor was worst than the customer service operator. I was told that she will call me back right away. She never called or asked anyone to call on her behalf. When the supervisor noticed that U submitted a complain she sent an email from here 2 days after my request to speak to her even though, in my request I emphasised that the issue is urgent since the item I was interested in, was the last one. The excuse was that she was busy and when I asked why she didn't ask someone else to inform me, she didn't answer me and completely ignored my question.

3 - they would not allow me you to contact their manger and kept evading my request.

I was charged for a shipping fee even though the total of my order was for US $ 408. They state that any order above $200 will be shipped for free.

4- when I asked for a refund of the shipping fee I was told by the manager of that supervisor that they wouldn't do it.

5- they lacked basic knowledge about refund policy and they couldn't confirm to me if an item still available. The Supervisor, which suppose to be informed, she told me that she doesn't know even though it is stated on their website.

6- Add to that when I spoke to their supervisor all what I could hear is her dog in the background barking. When I mentioned that to her, she got upset with me and became rude and wouldn't call me back. I asked to speak to another supervisor to be told that she is the only one.

Been buying online from other siter like Farfetch Mr Porter, Giolio, Raffaello... I have never experience anything as such.

They are uniformed, misleading, lazy, dismissive and rude.

After receiving my orders, I will never deal with such with Yoox again. I would search fir the same products on other websites.

I have had the WORST customer service experience with YOOX. I bought a Marni top for £157 from Yoox on 9th May. It was not suitable so on 18th May I took it to a UPS drop off point to be returned but they were unable to scan the label sent to me by Yoox. I then spoke to Yoox customer service and they asked me to call UPS and ask them to fill out a Waybill to return. This was done on 20th May 2021. Before sending I ensured the form was filled out correctly and this was also checked by the UPS delivery person.
When I had not heard back from Yoox for 4 weeks, I called them on 5th June to query the return. They told me that they still had not received the item and that an investigation will be opened and that I would hear back from them in 8-10 working days.
Since then I have called back every 8-10 days as I have still not had a response from them and it is end of July. The response I get is, "it has been escalated, we are waiting to hear from UPS and someone from Yoox will DEFINITELY contact you in the next 8-10 working days".
However, when I called back today for the 5th time since June, I was told, this has been escalated and they are waiting to hear from UPS and until then there is NOTHING they can do, they CANNOT give me a timeframe, I CANNOT speak to a supervisor, I CANNOT have the name of someone to complain to and there is NOTHING they can do about it at this time!
I am SOOOOO frustrated and angry. Surely, I have some rights as a consumer and surely they would have a procedure in place for refunds when things go missing in transit, which btw is not my fault!
I am now going to contact the consumer watchdog and publicise the inefficiency of this company far and wide on as many platforms as possible. What a joke of a company to have such incompetent customer service procedures in place. DO NOT BUY FROM THIS COMANY, I DO NOT RECOMMEND!

I found recently that YOOX no longer charges UK customers vat&duties. That was great news for me as I've been a loyal customer for close to 20 years. Only bad side had been their poor customer service. Which I hope have improved. As I have made some considerate shopping the past month I was rewarded £100 for this month to spend on one article that's not on discount and greater than the value of the voucher. I was happy to finally purchase a pair of Valentino shades I had on my dream box for some time. These had disappeared from my dream box before but reappeared some time later. I believe they had been purchased of someone and returned as I've seen this happen before. So I purchased them from the original price of £265- I paid £165.

They arrived today and I was very excited. The box were carefully and beautifully wrapped in paper. I opened the luxurious cover and took them out. My immediate feeling before looking at them properly or opening them up, was they're not genuine. They were unusually light and felt and looked flimsy. Now I had tried these on in a renowned departments store. They were in no way similar to the once I've just received from Yoox. I have a dozen of expensive designer shades. I would notice miles away if they were counterfeit. Even the golden surrounding ring covering the lens on the back were so poorly fitted, the left lens were not in coordination with the right. The printings of the letters, the earpiece and temple-tip were not fitted properly of both sides. All these things are typical give aways for fakes. I have posted pictures of the glasses I received and the three last pictures are of the genuine glasses they have on their website. You can see easily there are big differences.

1) Look at the detail between the earpiece with metal and plastic meet.
2) The metal bridge between the lenses is round on the ones I received. But on the originals it is straight.

I didn't have to compare much to understand what I received were fake. As soon as I picked them up, I noticed. They weighed nothing. Such as cheap £5 glasses one finds in markets.

I contacted yoox and told them of the findings. They of course denied they would send a fake item. I've sent them back. Once they have them I've asked them to compare them with a pair from a Valentino shop. I would very much like the authentic pair sent to me or my £100 voucher to use on another item to the same specifications. As I'm not OK with to be sold fake designer pieces and my hard earned voucher to be stolen away in the process. We are in correspondence but I don't have high thoughts of them as I've seen on the web customers been ripped off before.

I posted this as I've seen this for some time during the past years. A couple of years ago I ordered a pair of Sergio Rossi boots that too were fake. I know because I tried the authentic once at store. I had a children's Burberry coat that too wasn't of the same high quality I'm used to see from the brand. With these designers I wouldn't believe for a moment YOOX would sell fake items as I've been very happy and loyal customer for almost 20 years. I've purchased many designers pieces that I've been very happy with and never believed were fake. So I buried my worries that they are not guilty and deceiving their customers. Instead I though the reason could be the designers themselves has started to cut corners with poor quality to make profit. I've seen this before and stopped buying from theses designers. I have then stopped buying from Sergio Rossi and Burberry because of what happened.

But as this happened one more time. I don't believe this is a coincidence anymore. I believe YOOX knows what they are doing. They are very much in the know of this. They have been selling counterfeit articles for some time now. Deceiving customers that they are purchasing authentic designer items.

On 5-09, at 9:43 AM (11 hours ago) I received a letter (from Customer Care of yoox) with a request to share my YOOX experience so I wrote this letter. When I finished writing this letter YOOX Net-a-Porter Group unblocked me on Twitter. I'm glad that we were able to defeat the prejudices, took a step to our common victory and mutual understanding. Now we can together put an end to the misunderstanding and this shameful conflict. Because we need each other!

Ladies and gentlemen!

Concerning your question: "How satisfied - pleased we were with the way Customer Service resolved our inquiry": We hope and believe that in the Yoox Customer Service there are many honest and professional employees who love their work. However, you should admit mistakes, omissions of the Customer Service, which have become frequent and cause frequent misunderstandings, conflicts between the Customer Service and customers.

In our, perhaps, subjective opinion, some employees of your Customer Service team have no motivation for mutual understanding with customers.

The reason for this may be dissatisfaction with the payment for their work, fatigue or unprofessionalism. The fact is also possible that some employees of the Customer Service perceive clients like us (who know their rights and obligations) hostilely and create artificial problems such as the blacklisting of unwanted customers.

In such cases, the management of Customer Service should have an independent opinion and carefully investigate each case.

As for the conflict that has arisen, it could not have been, if instead of the hostility and blocking on Twitter, the Customer Service would have shown consistency. Yes, of course, we understand negative reviews, publications on social media are annoying you. Plus, the staff of the Customer Service is constantly under psychological pressure that 'the customer is right, he is the king'. Far from it, no, we, the customers, are also not always right. There are cases when many of us make mistakes because of ignorance of laws and under the influence of emotions.

And that's why it is necessary for the Customer Service and the customers, to learn from each other and seek the common path of prosperity. Otherwise it is impossible! Otherwise, we with common efforts, nonsense, will destroy the miracle of e-commerce YOOX. Then we all will lose, for creating such a miracle of e-commerce is a very difficult task, but it is always easier to destroy.

So, we propose to reconsider our positions and overestimate the conclusions, try to understand each other and forgive, unblock us on Twitter, we may even remove a lot of tweets. This is the way to a common victory and prosperity. г

If our appeal is understood and prudence is shown, we will be able to preserve the existing relationships. Also, we can put an end to this shameful conflict for all of us.

We wish your team success in their personal lives and prosperity of the miracle of e-commerce YOOX. Remember, we need each other!

All the best wishes for everyone,

Di
Law student, from Netherlands
https://twitter.com/0495NL

This was a horrible experience. I had to do a return ad received confirmation that money was refunded to the card. One month passed and nothing came thru. Called the customer service and spoke to a snob named Monica. Assured me that money was refunded already but offered to get my paypal account to facilitate the refund process. I pressed on asking how could she issue offer anther refund thru paypal when we have yet to figure out what happened to the initial refund. I asked her for the date the refund was processed to the card but she abruptly cut me off saying that she will have someone from accounting contact me. Another two weeks went by and no emails or calls (was informed all communication regarding accounting is only done thru emails). Finally called again one more time and was surprised that it was Monica again who picks up the phone. I asked to speak to a supervisor and she told me there is no supervisor on duty that day. Asked for a nae, she said she couldn't give me one because there are several of them. I asked her to give me any supervisors name for my record. She put me on hold for another 10 minutes and finally a lady picked up the line claiming to be the supervisor "Ana". When I asked for her last name, she informed me that she doesn't give out her last name. I asked her if it was their policy not to give out last names and she replied yes but also assures me that she is the only "ANA" in the company... she went on to assure me that someone will contact me via email before the end of the day but has shown non interest about my complaint about Monica.
At last I received an email fro "Yoox accounting" Following was what was on the email:

Thank you for contacting yoox.com.

After reviewing your refund, we are unable to issue a refund back to the card used for purchase due to a recent system update. We sincerely apologize for any inconvenience this may have caused.

So that we may refund you most efficiently and promptly, please kindly provide a PayPal email address in which we can return the funds to you directly.

Thank you in advance for your reply,
Customer Care
yoox.com

This shows that Monica was lying all along about the refund and this has caused its customers pain and time. I decided to search for their reviews and found so many negative reviews. I reported my incident to the BBB and I encouraged others with bad experience to do the same. As of my review, I have yet to received the refund fro YOOX.

VERY IMPORTANT... READ THIS: I bought a few times and my takeaway is that it's a crapshoot of a thing with this freaking Yoox. On average for every 5 items you'll order you will return 3 or 4... so from 5 you'll only keep 1 or maybe maybe if you're lucky maximum 2. And I've been occasionally shopping there since 2008 or so. FURTHERMORE if it's too good to be true well guess what... it is!
For example a pair of $300 dollar shoes retail for $89 on Yoox you need to do the common sense math that HOW IS THAT POSSIBLE!?! Usually the goods are original but faulty and ejected elsewhere (sizing is a big part of that) and/or it is inventory that has been dumped there for some other reason. It's just the god honest truth. It's ok but it isn't what you though it will be. AND YES customer service is absolutely mental and they are borderline taking a piss. It's insulting. It is a testament to how obsessed we are with clothing and image and branding that this company is not only up and running but actually thriving.
With that said I ordered their stuff while I was living in the US, now while I'm back home in Europe right next to Italy, and also from China where I now live and work full time. Shipping has been ok and packaging too... sometimes you can feel some item has been around the world and many have rejected it already (you can just tell). From the US I was too lazy to return so I have no idea but from Europe I didn't have issues returning items. The only issue like I said is that there is an 80 to 90% chance you'll want to return it. As previously mentioned SIZING issues (I wear a 46 European and I'll even order a smaller 45,5 which the shoe does claim on the tags BUT it wears like a 47,5 or 48... freaking huge which leads me understand it's original but defected)... and MATERIAL DIFFERENCES (same shoe in a normal retail store for retail price is made from different materials 100% different meaning better). I bought numerous shoes I already owned and paid retail and are run down and I want the same pair so I try Yoox for half the price but the material is definitely not the same... like it's made for this kind of "online business"! Hands down different meaning worst quality. And since I work in china I meet a lot of foreigners in the shoe production industry (foreigners stick out like sore thumbs there) I have been told before by them that online bound items are different than retail store stuff. And I didn't even bring that conversation up.

So that's that. Good luck. Yoox overall is bad but with a lucky thing here and there!

Cheers,

Honest man

Do Not Purchase From YOOX.com! I didn't adhere to the reviews prior
To ordering which I regret.