YOOX

Contrary to what were discussed here, I have great experience with Yoox. First, the discounts is good. Though the shipping can be biting. I am quite okay with off season stuffs since they are selling at deep discounts. I have bought clothes, shoes, belts and scarfs from them. All are good quality with excellent workmanship. I bought 1 MM6 shoes and went to see the real one in store before buying from yoox. So I am pretty sure it is authentic. For the clothes, I can only comment that the workmanship and quality is excellent. It does not look like fake to me. Hmm... except for the belt, it came with slight stain but I kept it since I bought at 70% off so cannot expect perfection. So far, the delivery is prompt and they have tracking once your order is placed. The packaging is good as well. As for their customer service, I actually find them to be great. They replied my emails very promptly when I tried to cancel my orders due to simple mind change. They were efficient. I returned an item before and it has tracking til the parcel is delivered to Yoox. I got refunded via my credit card in a week's time. No big problems at all. Thus I bought alot from them. I do agree that the representation of their items on site can be improved upon. And I am fine with paying return shipping coz alot of other sites charges return shipping as well like shopbop, matchesfashion etc. they are running a business and return ship costs are not cheap. I recently returned a few items from my post chinese new year shopping spree. I emailed them and they replied me they have received but are taking longer to refund due to peak periods which is reasonable too. As to yoox blocking customers who returned alot. To be fair, this is not a new practice on online sites. I cancelled my first 2 orders from neiman marcus and after that I cannot access the site anymore. They have a policy to block these customers with undesirable shop pattern. Well, i just bring my money somewhere else since they have deemed me undesirable so early on. Haha.

I am so frustrated with this company. My first & last time ordering from them. I sent them an email...

Hello.

Unfortunately, this is a complaint. I was excited at first, until I received my order. I was excited because your company was the only company to have the Pharrell William Adidas in stock for little girls. My daughter starts school August 13. So I thought these shoes would be perfect for her first day of Pre-K. She wears a size 12. I ordered a size 12, which shows in my order confirmation. However, I did not receive a size 12 today. Instead, I got a size 11 1/2.

I called Customer Care and told the representative everything I just mentioned. She says "You need to go to UPS and return the shoes." First of all, do not tell me what I need to do. Secondly, it was not my mistake in the first place. I have to take time out of my day to return some shoes I did not order. If THE WAREHOUSE did not have the size 12 in stock, then why was I not notified of this so that I could get my money back in the beginning. Why do I have to wait until the last minute to receive some shoes I did not order and then determine if I will send them back or not. NOOO! That's NOT customer care!

I'm frustrated. It's very inconvenient for me. I don't think this is right. The shoes cost way more than other retailers also, so basically I was tricked in so many ways by this company. From getting the wrong size to being told what to do by "customer care" before I even made a decision, that's ridiculous. Now I have to find my daughter some more shoes because I'm stuck with these shoes. There's no way I should have to go through this. I order online all the time, and I must say this has been my first problem. I did not expect this from a well-known company.

You can ignore me like the representative did if you want to, but just know that I am not happy about this.

I Poor Customer Service or No service at all. They have no idea I status of orders no email replies from my inquiries

I have been with them for more than 3 years, and almost all the time happy with them. I admit that they are not very unconditional all the time, but if you don't expect very much from them, they are just the pleasant place to shop. Here are my personal view about them.
Pros:
- great deals on high end brands that I can't find at any other places (especially the Italian brands, yes YOOX is the Italian company.)
- fascinating promotional offers almost every week (sometimes just repetitive or degraded ones though)
- the easiest return ever
- free return shipping if you choose "moneyoox", which is the name for the store credit, for the refund method
- fairly quick response from the customer service (maybe in 0~1 business day, I reached them 4~5 times till now, their attitude had been desirable or OK ones.)

Cons:
- their listing information is quite poor (poor measurements provision/ composite photos)
- they often change the shipping fee status or listings in very middle of ongoing promotional offers (fx. Start the promotion with free shipping on over $150, then go down to over $100/ sometimes several listings or items in the "dream box" disappear suddenly in the middle of the promotion even though they are not really sold out, then come back 2 or 3 weeks later. Quite ununderstandable.)
- sometimes they need extra time to ship the package out (usually 2~3 days until a package is shipped, 5 days at most but understandable if the item comes from Italy)
- fairly slow return process (usually 2~3 days until getting a notice email after they actually received the return package, then up to 5 days for the return process to be done. A bit slow, but they never failed. I really trust them for their return process. I never had the problem.)

All in all, I'm happy with Yoox and choose this site over other online shopping site. But I need to stick to my way to be a happy customer; don't buy unreturnable items even though they're real fantastic deal (because listing information is not very trustful or helpful), choose moneyoox for the refund for getting free return shipping (because I buy from them at least once a month, this works great!).

I have been a YOOX customer for over 10 years. The quality of their merchandise is generally terrific…their customer service infinitely less so.

During a recent attempt to place an order, I realized that the tax figure computed by the website was completely incorrect. I did not place the order, and instead put in a phone call to Customer Service. The agent was rude, arrogant, and indicated by his response that he had no idea of what I was trying to communicate.

I subsequently wrote a letter to Customer Service as well as to no less than four members of their corporate staff, hoping to elicit some response or explanation regarding the tax discrepancy on their website. Not a peep from anybody. Nada.

Out of curiosity, I tried again later in the week to place an order with the same unfortunate result. For the record, sales tax in Seattle, where I live, is 10.25%. The rate that YOOX is charging is 11.8%.

Is this an algorithm gone rogue, or is YOOX actually pulling off some kind of scam? Enquiring minds would certainly like to know.

The evidence is now pointing to pure fraud, pure scam. Subsequent to my first attempt, I submitted the same order to YOOX with a different address in a different state. And wouldn't you know? Again there was a distinct tax discrepancy.

The problem is evident in the images that are attached. Although they are very specific to WA State, this issue, as already mentioned, is endemic to other states as well, including Indiana and Florida. Images 01, 03, 05 are screen shots taken from the YOOX website for items at various price points on various days over the previous week and a half. Images 02,04, and 06 are those same price points with the correct tax as calculated on the WA State website.
https://webgis.dor.wa.gov/taxratelookup/salestax.aspx

You can clearly see that YOOX is overcharging for sales tax by quite a significant amount.

It is fraud. I have filed a complaint with the US Federal Trade Commission, as well as the WA State Attorney General.

As I read the recent reviews I'm concerned I won't be receiving a refund! Purchased items in December and sent a few for return before Christmas. Received an email in early January and didn't expect an issue. Up to this point I've never had a problem and have purchased many things over a long period of time. Had noticed that order processing and shipping had slowed but now I think I have to chase my credit card company for this shady business practice that is not isolated.

January 4...

Your return xxxxxxxUSBR has been accepted.

We have requested the refund for USD 232.74 to the Credit Card used for the payment of your order xxxxxxx.

Refund times depend on your Credit or Debit Card Company.

If you have returned other items from this order, they may still be processing. We'll email you once this is complete. Please allow up to three working days.

February 23...
Thank you for shopping with yoox.com.

We are contacting you in regards to the recent return of your order xxxxxxx.

Unfortunately, we were unable to process your refund to the original form of payment due to an unanticipated technical error on our end.

We sincerely apologize for any inconvenience we have caused and would like to offer you a YOOXCODE for 15% discount + Free Express Shipping, valid for a single order placed on YOOX until 31.12.2018.

YOOXCODE: W4I15JU7

We also assure you that we are doing our best to solve this inconvenience as soon as possible.

In the meantime, we have now issued your refund to your account in the form of Moneyoox.

At your next purchase, while logged into your account, this method of payment apply automatically.

If you do wish for an alternative to Moneyoox, please contact us by replying directly to this email with a PayPal account that we can transfer the balance to.

I'm really surprised by the huge amount of negative feedback on here with most complaints being about quality of the garments or refunds. I can categorically state that in the seven years I've been shopping with them, I've never had reason to complain. In fact, for a couple of years I had a bit of an addiction and after looking through the receipts I've kept, was shocked to discover I'd spent over £10K in that period. Luckily the threat of redundancy brought me to my senses but I still look on the site and still buy but less frequently.
If I had a complaint at all, it is that there is TOO much choice, even if you narrow down your search criteria, you can still end up with 76 pages of size L mens' 5 pocet casual trousers.
I agree that some premium brands items can appear to be a bit lower quality than expected but over the last few years I've seen and noticed that premium brand clothing in high street stores, also appear to be better or worse quality than other items at various price points.
I've bought a D&G shirt from YOOX for £160 that didn't feel as good a quality as £30 heavily discounted similar item from another brand, or even the same brand.
The main thing with YOOX is the choice and I know that where I live, that no one will be wearing the same thing as me. I've bought a lot of stuff from YOOX which I've not seen in my nearest big UK city and that's what pleases me with YOOX.
I've had one or two items over the years which are the wrong size and I now know that my shirts can be anything from size M to XL but that's the same in the high street also. I had a pair of premium brand shoes that fell apart after two or three wears but was reimbursed within reasonable time and the parcel comes with a pre printed return slip so it's just a case of popping down to your nearest UPS outlet to drop it off after filling in the online return form which is probably the best way to go. I suspect if the people on here who tried to contact YOOX by phone had instead, just filled in the relevant issue online and sent the item back using the same box it arrived in, they would probably have had a better shopping experience.
My wardrobe is jam packed and 90% of it is from YOOX

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.

A reviewer below states that one should use extreme caution when requesting a store credit as opposed to a credit back to your credit card, since yoox's policies rarely allow you to use the credit. This was exactly my experience.
When returning the item (late at night) I hit the wrong button, that gave me store credit. I immediately sent an email to yoox saying it was a mistake.
Customer service told me they had no records of my email and held me to the store credit. I then used it as partial payment for 2 items, both of which I had to return. YOOX INCREASED THE AMOUNT OF MY STORE CREDIT to the total of the items returned, even though I had paid a significant amount from my credit card. When I called to complain, they pointed me to a legal disclaimer buried somewhere on their site. I was riproaring mad - especially since I have spent thousands - literally thousands - on that site. It took me 7 MONTHS to finally use up the store credit. They have since changed that policy (God knows they must have received multiple complaints about it) but it is still virtually impossible to use a credit, since they apply store credit LAST if you buy multiple items. So basically, you have to purchase ONE item, try it on, send it back for another size, and so on. You cannot buy multiple items if you wind up having to return ONE, because they apply the store credit last.
I also purchased a Marni bag there which fell apart in two respects: (i) the shoulder strap was glued, not sewn, and separated after very little wear; and (ii) now the latch is broken.
They do have a vast selection - they need some competition. Net-a-porter is generally extremely expensive, and Zappos couture has a very limited selection.

NEVER BUY FROM THIS WEBSITE. SIZES IS WRONG AND I SPEND $91.05 AND PAY FOR SHIPPING AND JUST GET BACK $75.05

I Purchased 3 items and and requested 1 item to be canceled and it was not possible so either I had received all the items and refund one that i dont want or they cancel everything and block the amount. Which is doesnt make sense as it was a few days after obviously the money is already in their account. So i kept getting messages that the items are out for shipping and when i tracked the shipping it was already in Dubai. Funny enough i after a day or so i received and email from Youssef that the amount has been blocked from their end i will receive it back in to the account. Wheni contacted the bank the bank is telling me that the amount is deducted by the merchant YOOX so i should liaise with them for refund i'm so tired of this back and forth already obviously the bank wouldn't lie. YOOX on the other hand after reading all these bad reviews and as a 1st customer i dont trust them. I JUST WANT MY MONEY! I will never purchase from them ever again. I am so frustrated. Can they just resolve this without back and forth emails. I've been requesting for a call from them regarding this as i cant get through telephonically. This is RIDICULOUS!

Another things is they sent me an email saying they happy my issue was resolved who resolved this ISSUE? I CANT LOGIN INTO MY ACCOUNT apparently i don't have an account with them anymore even my email is not registered with their website anymore. DO NOT PURCHASE FROMTHEM! Bring back my money!

Buy a dsquarde jacket and it was fast at my home, after opening tha package I say that the jacket was damaged, send a mail and the only thing what they sayed you have the option to send it back, why do they anyway send damage jackets to people, so sending it back the refund took ages.
After sending back I purchased the same jacket and again they have send me a damaged jacket? And the only mail after calling 100 times was this againg:

We would like to apologise once again for the issue you encountered as we are very committed in matching the customers' needs by always trying our best to make the shopping experience onsite be as much satisfactory as possible. Let us also thank you for the time you have taken to report in minute detail the inconvenience experienced. The picture printed on the jacked may be differently centered accordingly to the size.

Regarding your return we confirm you that our warehouse has received your package. We normally process returns within 3 business days of arriving at our warehouse and you will receive a confirmation email as soon as the refund for your return has been issued.

We invite you to return once again the item of your order in order to receive a full refund. We would also like to offer you a YOOXCODE for 20% discount, valid for a single order placed on yoox.com until 31.12.2018. Your YOOXCODE is:

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

It looks like they have blind people working there in the warehous because sending to times damaged jackets is not acceptable and then the solution they gave is only to force you to buy something else for now for me no more YOOX.
I think some brand should not let them sell there stuff it's bad for the brandsname and if you order from de original dsquarde site they are always helpfull only price is a bit more but you know for sure you will not buy fake stuff or damage stuf