YOOX

I hade good experience with them till…
I hade good experience with them till one year ago last april 3024 i ordered d&g dress and the size was small I returned it and i was surprised when they refused to refund it as the they claimed i sent them different dress from the same brand why would i do that since April 2024 i can't get my dress back or my money,I called them many times to send me the dress the claimed it wasn't the same but in vain and they kept asking my to come and pick it up although this is against return&refund policy if the item was defaulted or different they would send it back to customer. They ignored all terms& conditions,i'm in ksa and they are in uae.i know my rights very well they don't respect customer rights
Date of experience: February 27,2025

Returned item was received back on 31/01/25 and refunded on 07/02/25 to Moneyoox (which Yoox encourage you to do) rather than to original payment method. However, when I tried to to transfer the credit to my PayPal a/c the TRANSFER link instead of asking for your PayPal email goes to https://www.yoox.com/uk/customercare/contact-us?topicId=**************. The correct link has been removed and changed, presumably to keep the funds.

Please DON'T USE THIS COMPANY. Their shipper UPS collected my return and did not give me a receipt saying it was not necessary. YOOX absolutely refuse to accept this happened and will not refund me. I have asked them to check with UPS and contact driver on that day and they refuse. Every time I call I have to start from the beginning with a different agent, The have no goodwill at all. I am telling everyone I know not to buy from them again.

Customer service lie. Never pay back for return and they also put the return on sale again.
Quality product is so bad that you can see most of them are replica.
Is the worst place that you can ever shop.

YOOX is an irresponsible company that doesn't listen to its customers. They lost my package and refused to take any responsibility for it, claiming it was the vendor's product. The vendor also refused to take responsibility, insisting the package was delivered. Their system seems more like a scam, and I'm sure I'm not the only one facing this issue

I've made $1,000s worth of orders from YOOX. Never had a problem until the last order I placed. A sweater ($38) I ordered was missing from the package. The package itself was sealed and in great condition (no tampering was evident). I emailed them to let them know the sweater wasn't in the package with the rest of the items. I received a condescending email that required me to send them photos of the box and the contents. Also, they wanted me to ask neighbors and families if they saw anything suspicious or strange when the package was dropped off. Also, also examine the package carefully for any tampering and report what I find back to them. Then they will look into my complaint further. Basically, I felt like they were accusing me of lying or trying to offload responsibility. It couldn't possibly be that an employee forgot to add it when processing my order. I've never contacted them with a complaint; not once before this. It's insulting. I've decided to let them have the $38 for the sweater. I'm never ordering from them again...or Net-a-Porter or The Outnet (which are all owned by the same company). They all lost my business over $38. Well done YOOX!

Poor handling of package and ordee details will be 100% at fault and follow the same script they will not accommodate you i have wait for package for 12 days which returned to sender because they provided UPS with wrong address and they have still not yet issued me a refund and can clearly see if in system the package was returned to them DONT ORDER SAVE YOURSELF THE HEADACHE.

Yoox re-labels clothes, you order size M, they send you S. In my last purchase, they sent me dyed clothes in different colors and a bag, which apparently was already worn by the store employees. Copy/past support writes answers

Boots that I have ordered were too big so I tried to make a return/exchange ever since than. It passed three months already and they keep saying exact same thing. "Please wait, department is working on your case". Nothing is happening, and nothing will happen. Not answering on emails, given phone numbers are incorrect etc.
I have never ever had problems with online shopping. At least till I met with Yoox. Disaster!

Customer service and return process are HORRIBLE! It takes about two weeks for them to log your return and refund your money unless it's holiday season where that time doubles.

I recently complained to customer service and their representatives give stock answers without resolution, and they revoked my top buyer perks two days after my complaint. When I asked about it they said they rotate the status to be fair to all customers…but all customers don't spend the same. There are other high end online retailers that know how to treat U.S. customers who are used to high level customer service.

I just received a bag from yoox that I purchased from their site that was supposed to be brand new and it is not! The color of the bag is faded, the corners of the bag are harmed and the bottom is black. The bag looks very used it didn't even come with a dust bag! Nowhere on the site did it say that the bag is not used nor did it say that it has defects. If he had said that I might not have made this purchase!

I made a purchase of $116.95 for a dress that did not fit. I returned the item, and got $99.43 back. That's $17.52 missing from my refund. I go to the customer support page and I get an error page every time I send an email asking where my eighteen dollars are. I call their customer support line and get told off by their customer service on how "No company will refund you shipping fees." Apparently, they take all shipping fees AND a flat refund fee of $6.95 out of what you originally paid. I told them that plenty of companies do not expect you to shell out $18 to complete a refund and basically got scoffed at. I could not believe this experience with a company as big as Yoox. Pathetic of them to omit key details and falsely advertise their item.

I've been YOOX customer for many years.
Lately they sent my order to someone else and I got wrong items. It took me 6 weeks to get my money back after endless emails.
They sent me a discount code for the issues they've cause, guess what, I tried to use it few days ago and it told me that it has already been used.
I called them about it, sent them screen shot, and today when I asked for an update on issue, they ask me to sent then screenshot of a massage that pops up again.
This was my last time trying to shop at YOOX, customer service is way below zero.

Literally not even a star worths for YOOX. I received a bag that was damaged and on the site it said that it was a brand new bag. I talked to them about it and they told me they will send a refund of 50€ compared to the bag I bought 50€ it is nothing. Anyways I accepted the 50€ and I send my bank account info! They NEVER SEND ME THE REFUND NEVER!

I would definitely not suggest buying from them because it's a scam and I heard stories from others too.

Minor problems during my 7 years as a customer. Great choice, great opportunities, follow your favourite brand and you will be satisfied, easy return. I was in Italy December 2022 and bought nothing because it was all available on Yoox with discount.

Terrible customer service recommended me to consult a fashion expert in order to validate with a formal letter what clearly is a defective product. If both shoe soles collapse after regular walks then the glue used isn't the best quality. Quite straight forward conclusion right…just not for yoox customer services. Disgraceful.

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!

I've had an order "in preparation" for 4 days now. They recommend to contact customer service if the order is not shipped in 24 hours, how ever after several messages I was informed that the "preparation" to be shipped can take up to 7 days. So paying extra for any express shipping is utterly useless.

Also, the customer service replies 4/5 times with a copy-paste message, not even noting what the previous customer service rep has already told you.

All and all an absolute mess!

I have bought from Yoox since 2011 and have had a few hundred transactions with them.

They used to be very good, offering a great and a very big selection of rare and designer items.

You have to check prices carefully - most of the products are from previous seasons. Sometimes prices are good, but can be overpriced too. The site will show an inflated price and a high discount which looks like you're getting a good deal when you're not!

However, I am stopping to buy from Yoox because their customer service keeps getting worse. Now, it's the Monty Python of customer service!

I've been blamed for their errors and not been refunded delivery costs because they sent me wrong sizes. Is that how you treat a regular customer?

If everything goes well, great, but if you need help, you can forget about. Just pay with PayPal in case you have to open a dispute.

Item returned but Yoox refused to refund as said box was empty. The warehouse staff are lying. Item was either lost or stolen.