YOOX

I've been buying great stuff from Yoox for years, even reached Super-Star status at one point. The down-side has been that they do not refund tax & duty when you return an item.

Much more disturbingly, however, something has recently changed - they have not refunded my money on several returns I've made. They send the email acknowledging receipt of the returned item, then confirm your money has been refunded, BUT THEY ARE NOT PROCESSING REFUNDS.

This has forced me to file disputes with my credit card companies, which is frustrating and time consuming, and not the way I expect to do business.

Their stock prices took a plunge in November - is this the reason? Are they in trouble? Continuing to sell, but not processing refunds is one of the first steps in situations of instability. Too bad, because that's also the first step in losing your loyal customer base who made you successful.

They have lost this loyal customer, and that goes for The Outnet and Net-a-Porter as well, owned by The Yoox Group. I no longer trust these folks.

They send out incorrect products again and again and again, year after year after year!

I see they constantly reply that they have resolved issues whilst never addressing why the problems happen in the first place. Nor do they care to fix them.

I have returned an item (the sixth mistake by them in the past few years), they sent me shorts instead of trousers.

The item was returned to them last week (Oct 3rd) - it has tracking on it - but NO REFUND yet. They originally said three days for the refund, I rang after three days then they said four days. I rang and emailed again after four days, they then said a week. It's been a week then they said one or two days more. I rang and emailed them again after 9 days and they just keep fobbing you off with give us another few days. They're still doing NOTHING. You'll ring after a few days more and they'll say give us a few more days.

TOTAL JOKE of a company. AVIOD them. They do not care about customers. They have zero set up to check correct items are sent out or not. They have zero set up to have proper stock controls. They make it difficult to contact them, their online email system doesn't work. Their response on the phone is generic and untrustworthy. You just know when the phone goes down ZERO actually happens with their customer service.

They will reply to this saying with a generic fake answer saying it's being looked at whilst doing nothing.

I'm going to contact PayPal to get a refund from them via PayPal now.

HORRIBLE TECHNICAL ERRORS ON WEBSITE. TAKES OVER AN HOUR TO ORDER ONE PAIR OF JEANS... SITE GETS HUNG UP, ETC... THEN, THEIR SIZING IS TOTALLY INCONSISTENT. I ORDER SIZE 26 JEANS AND THEY COME FROM A FAT FARM... NOW, I HAVE A TON TO RETURN DUE TO THIS ISSUE. THEIR RETURN POLISY MAKES IT SO YOU LOSE A TON OF MONEY. IF YOU GET 5 ORDERS IN 5 BOXES, YOU HAVE TO RETURN WHATEVER IN THE CORRESPONDING BOXES USING THEIR RETURN LABEL WHICH IS 6.95X5 - YOU DO THE MATH. IF YOU HAVE TO RETURN ONE ITEM OR MORE FROM EACH SHIPMENT... THEY CLAIM YOU CAN USE YOUR OWN CARRIER BUT IT'S NOT ANY LESS COSTLY AND YOU THEN HAVE A SINKING FEELING ABOUT YOUR RETURNS BEING PROCESSED. YOU CANNOT PROVE WHAT WAS IN YOUR PACKAGE AND ITS EASY FOR THESE PEOPLE TO SDAY THEY DIDN'T RECEIVE SOMETHING.

Purchased a pair of sandals that looked beautiful on the website. The return policy clearly states that it may be returned within 60 days of purchase. I received the pair and the size was not correct. I was able to exchange it for a different size however upon receiving the sandals, the size and the fit was still not correct. I called and explained that the sandals did not work and would like to return them or exchange them for a different pair. I was told that I was unable to do so because they are final sale. On the website it only stated 20% off, NO WHERE IN SITE DID IT SAY FINAL SALE. As I called and explained to the customer representative the issue, he was not willing to assist nor find a solution. I told him that I would dispute this charge with my credit card and he said he would not recommend doing that because I would be banned from using this website again. Really? That's awful customer service and somewhat a threat. Who says I would shop from them ever again. I want to share this experience so customers are aware of doing business with this company.

I have been bying for Yoox for a very long time and have been haapy. But now its been a disaster. I have 3 orderes with them 2 from french yoox, and on from USA. The orders from french yoox are horrific. One back is a poor quality FAKE. Could not believe when i opened the package. The other one was deffective. The pair of shoes was deffective as well. Dont know what is going on with this company but its definetely gotten worse over the last couple years. So sad. Their cusstomer cervise, stopped responding to me after i sent them all the pictures of the fake bag. Will have to stop buying from them. As 3 out of 3 orders ended up being a rip off.

10/01/17 Had to say that finally they took their product back and refunded me the money.

Oh, the issues I had when trying to resolve an issue with this company. For a high-end distributor this company is the most unprofessional I have ever encountered. I purchased two Doucal wing-tipped shoes and a pair of Santoni blue shoes. I received the Doucal shoes with scuff marks on the bottom of both shoes. They sent me WORN shoes. When I contacted customer service about it they told me no supervisor was available to speak to me. "Chloe" emailed me and offered me 10% discount on the shoes for my 'inconvenience'.
Then, I received my other Santoni shoes. I slipped my foot in and felt an immediate pain. I took it out and my foot was bleeding! I reached my hand inside the shoe to find a small NAIL! After my tetanus shot, I contacted customer service to speak to a manager. Guess what? No supervisor was available to speak to me. Then I received another email, stating in part: "based on your inconvenience, we recommend you return the shoes." No one seemed at all bothered, even after reviewing the photos I sent of the nail sticking up from within the shoe.
DO NOT purchase from this site. I don't care 'how cute' something is. If anything is wrong with your order you will have to deal with the worst customer service on the planet! DON'T DO IT.

I ordered a George Gina Lucy bag and am so pleased! The bag arrived 5 days after I ordered it and it PERRRRFECT condition. YOOX was the only place I could find this brand bag.

I will absolutely purchase from YOOX again.

A couple of days after I placed an order with a 15% off coupon from yoox. Then I received an email they sent me a better coupon code for 20% off that would have saved me about $16. The order I placed still had; t even shipped so I emailed and asked them o apply this upgraded code. They said no. No reason given just "no". Worst customer service ever. Here are their emails:

We understand your query, however unfortunately we are unable to accommodate your request.
Unfortunately your order 0409YD******* cannot be cancelled as it has already entered the shipping process.

We confirm that the LASTCHANCE15 yoox promotion was successfully applied to your order 0409YD4481XXXX. In accordance to our policies, we may only apply one yoox promotion per order. We therefore cannot apply the FRIENDS promotion to your order.
We are sorry for the inconvenience and remain at your service should you require further assistance.
Thank you,
Omar
Customer Care
yoox.com
--------------
Thank you for contacting yoox.com.

We are sorry to inform you that we are not able to add or upgrade the promotion for the orders which already have another promo code applied and we trust you will understand the need for us to adhere to our Policies, in order to ensure a high level of service and a respectful treatment of all customers.
Please do not hesitate to contact us with any questions or concerns.

Thank you,

Elana
Customer Care
yoox.com

I was initially worried about ordering from YOOX because of the MANY bad reviews, but I really wanted a pair of shoes that i couldn't find anywhere else. I ordered the Skechers Premium Heritage D'lites 3.0 - Joy Summer. After ordering i called customer service to make sure my order had went thru and they were nice and helpful. When I received an email saying my order had shipped I hit the Track Order button and on the UPS website it said order not found. I called customer service and told them the problem they said it can take up to 24hrs to show up in the system. I checked the next day on UPS and I was able to track my order. I live in the United States in Virginia. I ordered the shoes on Friday, July 17,2020 and received them Wednesday, July 22,2020. I didn't pay for expedited shipping, just regular shipping. I have bought things here in the United States that haven't arrived as quick as that. When my shoes arrived they were in perfect condition. Even the box they put my shoebox in to ship it to me was great. It was like one of those thick type boxes that companies ship to people so they can return their game console, (like Xbox or playstation), to be repaired. I had a great experience with customer service, shipping, and with the product I ordered. I will definitely buy from them again and would recommend them to people.

I have been a Yoox customer for months now.

I have received a total of 2 products from 6 orders placed, one of which was the wrong item.

Let me tell you why you shouldn't order from Yoox:

- Their customer service is terrible, after receiving the incorrect item, they told me the only thing they could do is have me ship the item back (which is NOT something I want to do, I just wanted to receive my item), pay for the costs and they would "charge me the same amount" for the shirt I originally had ordered. How hard is it to just send me the shirt I ordered and not have me waste time and gas to fix their mistake.

- Your order will be canceled 70% of the time. If you're a believer in online shopping, please stay away from Yoox. It took me 2 calls to their customer support and 1 call to my bank to be able to diagnose the problem.

- Any other trustworthy online retailer would send you the item you ordered at NO cost, in order to not inconvenience the customer even further. An example would be GymShark. I had ordered from them, they sent me the wrong item, they let me keep the item and sent me the correct one, at NO COST. Yoox however, wanted me to drive down to the USPS office, return the shirt, and wait however many weeks it would take for them to fix my order. The best part?: They item I had ordered originally was out of stock.

So do me a favor, shop from Zappos, Farfetch, SSense, or any other online retailer, because, the bad reviews here are for a reason, and I am a victim of them.

Felipe

I received this email that read 'It's Been A While... Let Us Make It Up To You! Extra 10% off Everything including Sale. May be combined with other offers. Use the Yooxcode: MISS YOU10'I tried ordering a pair of shoes which Yoox claimed was their last pair available, upon checking out, the system kept throwing out my code. I got on the phone and called customer service for help. I was told nothing can be done without me sending a copy of the email I received. I forwarded the said email right away to Yoox. After an hour and a half of waiting for a response, I called Yoox again to be told they did not get mail and I should send it again which I did. I asked the representative if she can stay on the line while I forwarded the mail to her and was told she cannot correct the situation since it has to go through their IT department and that takes time. I asked to speak to a supervisor who has more power than she does and was connected with someone who was as lame as she was. Bottom line is no one at Yoox could rectify this simple situation, so for this incident I have no choice but to share this with fellow Yoox shoppers. Beware of their Bogus Offers!

I ordered a pair of designer pair of white shorts that arrived in terrible condition. Unbelievably filthy dirty, pilled, stained, clearly used (multiple times) and with ink marks on the rear. The "alleged" brand tag was even more appauling... again, filthy, crumpled, torn, & NOT attached. Not attached to the label as it should have been or even the item (the designer utilizes the same string style security tags that Yoox affixes)! Portions of the dirty tag appeared to have been carved with razor blade & writen on. I'm not sure this item is AUTHENTIC! I called customer service & was instructed to email photos, which I did, only to receive the following response: you can have $5 off your item it will be processed in a few weeks or you must return the item in the post immediately to our warehouse for our team to inspect... at 4:30pm on a Friday. Doubtful Id receive a refund after reading some of these reviews... if I knew where these came from & whats been done to them, I might consider using them to wipe my dog's muddy paws. This is definitely fraud! Thanks a lot YOOX! I will NEVER buy from YOOX again.

First time customer, bought the wrong size, return it and got the right pair of shoes super fast, will buy again.

I order jacket YOOX, 60 days to return! Very small size and they ignore me not send return information!

I ordered man's Lanvin, Dsquere, Armani... they are all fake!. I worked numerous years at Neiman Marcus and I can smell fake in a second.
What a scam!

I ordered a pair of gaimo espadrilles from Yoox 2 weeks ago and according to them they would be delivered in 4-7 days. Although I got the confirmation e-mail the same day I noticed through the Ups delivery tracking that my order hadn't been shipped. After a week I decided to contact the customer service of Yoox via e-mail. Their answer was that they opened an investigation with Ups concerning my order and that they would contact me as soon as possible. Another week passed by and since I got no response from them I contacted Ups myself. Ups e-mailed me back very soon and told me that they were not responsible for the delay since they did not have the package in their possesion (!)
I e-mailed Yoox again and their answer was that they were not able to deliver my order and that they cancelled it! With no explanation or information on the situation and they just put the item of my order back on sale! When I asked them the reason of the cancellation they answered me that there was a thechnical problem and the shipping never started!
To sum up, I feel cheated and I am not planning to order anything from Yoox ever again!

I was really nervous to order from YOOX after reading all the reviews. I received my first two orders and I want to share my experience. The first order was a pair of women 7 for all mankind jeans with gold sequin and rhinestones on back pockets. Retail would have been $250 and I got them with tax included $69. The website pictures were horrible and I was nervous I wouldn't like the jeans and they were the only pair left. They arrived neatly wrapped in tissue and had all tags attached in were in perfect new condition. Second order came today. I bought two Armani Jeans Sequin front sweaters in burgandy and black. They were size 48 US size women's large. They retailed $240 and I got them for $150 total after tax. All tags were attached and they came boxed neatly in tissue new and perfect condition. I'm waiting on a Burberry Prorsum coat I ordered last Monday to still ship. It was the only one size 46 US women's size 12. It retailed $2000 ish and I got it $659 after tax. I'm praying it fits and comes in the same condition as my other items. So far I am very pleased with YOOX and would order from them again.