YOOXReviews 540

Terrible customer service. There is no way to solve a difficult situation.
After long negotiations to return the defective product, the company just disappeared and no longer answers my e-mail.

Being a loyal customer for 12 years, very disappointed.

I have been customer for more than 12 years now. Since then and now a lot have changed. During the years service now losing quality and tracking the time 80% of the goods are 5-6 years old lines. They add new products of course but there's no actual discount on old products. Many of the products are being used already or returned and resell is on the main price. I hate the option they add more products from boutiques as in this case they are being shipped from different stores. General prices have been increased in the last 2 years, you can find most of the products from the disigners websites in the same price or better, but for sure you will get a better customer service when you shop directly from the designers.
Internet offers more and more competitive e-shops, I find it challenging to be kept as customer in YOOX. Ten years ago I was treated as a customer on my birthday with discount on 1 order, this option is not available anymore. Management got worse, this is for sure. My advise DYOR and you will find better options for shopping.

After 10 being a member and customer, I'm done! Horrible customer service care! Very unprofessional on the phone. I simply needed to return pants and exchange for a bigger size and the woman on phone that hardly spoke English told me the item is the last available and you can't exchange or return. I told her that's bull because I saw they had 3 available sizes and there is limited availability. She lied to my ear and said I'm a doing something illegal!?! Wtf I was so upset. I called 7 times and finally another customer service representative helped me to exchange the pair of jeans. I was on the phone with them for an hour, i immediately deleted my account and will never buy anything from Yoox ever ever again!

They sent the wrong size shoes. When I tried to return them their customer service started arguing with me: that the specific manufacturer has a different sizing convention. Hung up on me about 5 times. After much arguing I was able to return, but still being charged $6.98. Still don't know whether I will get a refund.

Their items are almost too good to be true - so many beautiful european designs, a lot of high-fashion options, and a myriad of different products. You'll definitely have no trouble finding beautiful things to buy. The problems I've encountered are: misrepresented item details and difficulty with processing normal transactions.
The details on a bag I purchased were not right: The photo of the item showed one detail, but in real life, it was completely different. By documenting (with my own photos) and submitting this information, the item was actually refunded even though it was final sale. This was a positive turnout.
The other situation just blew my mind. I submitted an order with a credit card that we use for all things. It never gets turned down, in my experience. When the transaction was happening, all things were fine; I did not see anything unusual. My own fault: I did not remember to keep checking my email for a confirmation, and forgot about this. 1 week later: The order never happened. The bag I was buying is now sold out. I was so frustrated, but this reminds me that you just won't always get a good turnout with sketchy business practices. You can see, based on these reviews, that Yoox has a lot of room for improvement.
I won't be banning the site, but I will be extremely vigilant with purchasing. Please be aware if you are using this site: Check your email for confirmations, keep everything until your purchase arrives, don't remove tags until you are 100% sure that you have the item as described, and use a payment form that protects your purchases.

Lousy customer service! They don't care about customers and just give the same useless reply when contacting them

I have been a devoted customer of YOOX for almost 10 years. They were often charging returns of wrong or damaged items, which they should not have been doing. But it was a minor nuisance comparing to the deals and general reliability of returns. But what they started doing lately is outrageous!
When you purchase an item, which can be returned, after the purchase they change the status to "non-returnable" as they will! I suspect that it may be another bug of their website which often lists unavailable items, and prevents buying items in fact available (purchasable the other day). It may be just a bug of their database cache. But their reaction and unwillingness to solve the problem and hold a responsibility puts them directly in the category "FRAUD".

Have been a customer for many years. Recently I purchased several items on sale, and one of the items came damaged. Several times was trying to contact customer service through an e-mail which was unsuccessful (all I was getting was " something went wrong try again later). Today I tried to call, first customer service rep sent me an e-mail that I needed to attach the pictures of the damaged item. I send a reply with the pictures. Later I got an e-mail stating that they did not get the pictures. I sent it again. Later I contacted customer service via phone and the representative just hung up on me, I called again. And again and again, but they just pick the phone up and hang up on me. There is no other way to contact the company.

Deplorable, unethical, garbage company, staffed with a team of incompetant and dishonest people, put in place to pose as "customer service", Whose sole purpose appears to be to gaslight, ignore, lie to, and frustrate customers into submission and exhaustion, so that the company can get out from remitting refunds, and steal consumer's money.
I have been trying to get Yoox and Net A Porter to send me a shipping label, so that I can return not one, but two, damaged pairs of boots that they sent to me. They have responded to only some of my emails, ignored most of them, and to those that they did respond to, have repeatedly told me to "use the label in the box", even though I have repeatedly told them that there wasn't one. They're the absolute biggest dishonest morons. They even fought my paypal dispute instead of just sending me a return shipping label which would take them all of fifteen seconds. Unfortunately for them, I have no intention of letting this go and will not only be reporting this to visa and my bank, but will subsequently take them to small claims court ti collect ny refund, and recoup the cost of my time, stress, and aggrevation.
I'm also going to report them to the FEDERAL TRADE COMMSION,
And I encourage anybody else who has been burned by them or defrauded by them, to do the same.
As an aside, YOOX has had all of the negative reviews that I have written here removed, and have gone to hell and high water to do so. Trust pilot has reached out to me multiple times for proof that my review is authentic. And despite sending them proof five times over. They keep claiming it's not a real, authentic review, with absolutely no leg to stand on. For some reason Yoox customer service and leadership would rather spend resources, time, and money, on monitoring and having public reviews removed, than actually investing in providing customer service, or retaining customers.

I immediately sent two emails asking them to cancel my order as soon as I made realizing several items were final sale. They sent the order anyway and now I'm stuck with $300 worth of clothes that don't fit.

I was a long-time Yoox user, but now I have problems with the sizes recommended on almost every order.

And their customer service is nasty and a joke.

Bought 2 cp company sweatshirts one had the certilogo removed so no way to tell if its authentic and the other one has a massive discolouration on the front so it unwearable

HI I've ordered online and I have sent item for return as to big ive been waiting for 3 weeks to receive a refund what is going on can I please get a response

I purchased an item that I did not realize was final sale. I'm pretty careful about seeing these kinds of red flags, and am certain I didn't see it.

What I do remember is going to their website to check on the return policy and seeing nothing about written about this. I purposely went there to look to see if they accept returns.

And now going to their website, this is confirmed. When I click on "Returns & Exchanges" in the lower area, a pop-up comes up that simply says:

"Returns & refunds
You can return or exchange one or more items within 60 days of the delivery date.

Fill out the online return form and contact our courier to arrange pick-up.
Discover all the details on how to return or exchange in the Customer Care area.

You can check the status of your return or exchange at any time in MYOOX."

So I called their customer service on the phone and the lady there kept going on and on about not accepting final sales items. And about how their website policy states that in detail.

So I told her to go to the website and see what it says in the pop-up... nothing about this at all. I'm not sure where their policy that says final sales items cannot be returned is, but if it is not accessible directly from their own website, then what good is it?

I used to buy a lot starting in 1999 the customer service were American they were great very helpful and all my complaints were handled professionally and the benefit I deserved the last couple of years between the horrible customer service that don't understand English and hang up on you when you got them committing a scam or trying a bait and switch to the lack of quality in the clothing I remember when you were able to get a used code and then take whatever percentage that was and apply it to already a percentage that they had and you got a great value no more does that exist when you catch him in a bait and switch they give you a ridiculous unprofessional dumb answer that has nothing to do with the problem that you presented to them you can't speak to a supervisor they told me that they're all sleeping now yukes should be ashamed of yourself I don't know how they're still in business they went way downhill if I could give this place minus 10 Stars I would

They sent me an item which was used before (multiple scratches). I liked the shoes however and didn't want to give them back, so asked for some compensation, because I would need to take shoes to cobbler in order to be fixed. After 3 weeks of sending emails back and forth (their customer service is useless, they will just ignore you hoping you will get over it) they offered me 10% discount on my next order (bear in mind they send you 15% code after you do your first purchase). How can you console a customer who got a user item by offering him 10%? What a joke!

Really bad return policy - overpriced items - poor packaging - expensive shipping costs - description of products isn't good