Mr Porter

What happened:
During sale I purchased two items, one was promoted with additional 20% off at checkout, which didn't work because of technical issues at the website, the promo code didn't apply automatically at checkout via chat I contacted customer service, which was helpful, nice and quick and offered that I could buy the items now and should get back to them once the order was dispatched and they would adjust the price.

This is what I did and since then they haven't managed (1 month later) to adjust the price. But I have been on the phone twice, wrote about 8 emails with different agents, contacted even the feedback@ email address voluntarily because I thought people might be able to look into a case a bit further apart from standardized replies and provided proof in form of screenshots. But still only confused standard replies.

The replies differed from:
"yes we can give it to, but then you couldn't return the item, because it would be final sale"
"sorry the item you would like to purchase is not available any longer"
"no, we can't give it to you"
"we received your refund"
"unfortunately we can't adjust the price, because adjustments could only be made within 7 days after purchase." (email no. 8)

It has cost me so much time already to explain to them their mistake, but it won't help. Gladly I used a payment provider and I opened a case with them.
I was a mrporter customer but this simply was too much. Will not buy from them again.

Gorgeous, classic Scottish hard to find items for men and women. Reasonable prices. Very helpful staff, pick a woman to help you. A great experience dont miss it.

WORST OF THE WORST ONLINE STORE I HAVE EVER DEALT WITH

NO HESISTATION TO GIVE THEM A NEGATIVE RATING

AVOID BUYING ANYTHING FROM THIS STORE AT ALL COST

ORDERS WILL BE CANCELLED FOR NO REASON BUT STILL HOLDING MY MONEY

ABSOLUTELY DREADFUL CUSTOMER SERVICE

I HAVE ALSO RECEIVED DAMAGED ITEMS FROM MR PORTER WHICH CANNOT BE RETURNED

My delivery arrived and after owning plenty of Essentials items I can guarantee you that the items I received from Mr Porter are counterfeit.
Please see the attached photos for reference.

The stitching is diabolical.
There's loose threads all over the garments.
The quality of the material is awfully thin.
Also the tags say made in China whereas all my other Essential items have been made in Vietnam.

Please bare in mind I own a a large amount of Essentials so I know how the quality should feel. So I do know what I should be expecting.

I have seen a lot of bad counterfeits but this is by far the worst I've ever seen and I'm shocked that it's gone through your hands and no one has picked up on.

I require an immediate refund as I have basically been conned from a surprisingly reputable brand. Yet this is currently somthing I have not received and I have spent hours trying to sort the issue with the customer care team.

Their email address "is too full" so every time I'd send an email it would bounce back. So the only way to make contact was to spend hours on the phone.

I'm now told I need to return the items back myself which I find appalling. This is their mistake which they should rectify. I should not have to go out of my way as I've gone through enough trouble as it is!

I just want my money back immediately.

The worst service I have ever seen.
I never received my order. Or a refund they said they would do.
They don't answer e mails or phone calls
They literally stole my money.

I am a religious Net-a-Porter shopper and my husband has been shopping at Mr Porter since their launch. I decided to splurge at their black friday sale and buy him some xmas gifts. Placed a large order on 12/2 and today, after calling customer service about a dozen times in the last week and a half, i've been told they're going to "request expedited shipping" but have not been given any guarantees that i will get my order by christmas (a full 23 DAYS after placing it)

Other retailers that deal with customs don't seem to run into the issues that this company has or they are just lying. Customer service is borderline helpful - using the tagline "well Mr Porter as a company can't make any promises" as an excuse for dismal assistance. I ran into an issue with Matchesfashion a few months back, where a dress I had ordered for a trip got snagged up in some shipping/customs issue. They immediately changed my shipping method to next day Air and even coordinated with UPS to have the driver meet me on my way to the airport to deliver the package. That's the kind of service you deserve and expect when you're spending >1000$ per order as a loyal customer.

I'm done with this company and can't believe it's related to Net a Porter in any way at all- the customer service is just too dissimilar.

STAY AWAY FROM MR PORTER, ORDERED ON THE 17/06/19 AND STILL NOTHING,
PUT YOU ON HOLD FOR 15 MINUTES THEN THEY HANG UP.
EMAILING NO RESPONCE. VERY VERY SAD ITS THE LAST TIME I AM SHOPPING FROM YOU GUYS.

Worst customer service ever, unprofessional and they lie to your face, I've been waiting for a refund for a week and i don't trust they would send it, they seem fishy so I don't recommend neither sister sites MrPorter / Net-a-porter.

I had complications with the UPS delivery of my order. The driver allegedly didn't find me (although I was at home) - but the delivery didn't arrive at the UPS shop either. That can happen and is not in Mr Porter's control.
However, further handling of my complaint by Mr Porter's customer service was very poor. Responses always came quite quickly, but obviously they consisted mostly of copy & paste; So they wanted to send me back to the shop several times (despite a note that the package had never arrived in the UPS shop), because the package would be there (according to the package tracking, it was still being delivered). The whole thing has dragged on for more than 4 weeks since the order was placed. After several phone calls, I was finally informed that Mr Porter had received the shipment a few days ago. However, it was not considered necessary to actively inform me about it. Redelivery was not possible, the refund was initiated on my call. The confirmation came a short time later by email: however, I was deducted 8 EUR shipping costs. So I had to contact Mr Porter again.
Incidentally, there was no accommodation from Mr Porter in the form of a voucher or similar, despite the massive problems and time-consuming telephone calls and emails.
I can only warn against ordering from Mr. Porter. With the high prices that are being asked, you would expect a premium mail-order shop. In case of problems, they offer almost useless (albeit always friendly but ineffective) customer service. If something goes wrong, you run after your money.

I've been shopping from Mr. Porter since the beginning and it saddens me that this once industry leader has now well and truly been surpassed by its rivals, such as SSENSE, Matches and Barney's. I'm sure I'm not alone in saying that Mr. Porter served as my introduction to many great brands, many of which, disappointingly, are no longer stocked by Mr. Porter, whose curation grows increasingly boring. Its prices have always been somewhat inflated, but this was compensated for by the deep discounts during sales. No more. The Barney's sales are so much better than Mr. Porter's these days. I have bought one shirt from Mr. Porter in the current sale, now at 70% off (US site). One shirt! I used to buy ten-plus items easily, including expensive items such as suits and coats. Even the product information no longer meets the uniformly excellent standards established by Mr. Porter as industry standard. Unfortunately, it has grown to be frequent that product measurements are absent. At least the customer service is still good, especially on the UK site, which has always done a better job of this than the US site in my opinion, and their shipping is certainly faster. The rot began to set in with the departure of Natalie Massenet.

I ordered about £650 worth of good to be delivered. DHL their delivery partner did not show up - I have since spoken with DHL who admitted that their driver wasn't even in the area when he said he tried to deliver.
I wanted the clothes for a holiday so I spoke to Mr Porter and they said that the only solution was to buy another lot at £650 and get it on their premium delivery and they would recall the orignal and refund me the first £650. THAT WAS NEARLY TWO MONTHS AGO! They are currently refusing to honour my refund because DHL seem to have lost the original order. NEVER EVER BUY FROM THIS CORRUPT DISGRACE OF A COMPANY!

I have ordered from mr porter numerous times and have been very pleased. Best online shopping experience to date. Great service and very reliable deliveries.

I bought a pair on Common Project sneakers from Mr Porter when i was in Australia for $300 US. When I received them they were too small so I returned them. When I tried to swap them over on the phone with the CS person for a larger pair, they said I'll have to repurchase them and we'll a refund your money. I let them know that I'll be heading back to the US soon and will they get here in the time frame they allocated. They said just to be safe just purchase them when you get back to the US. When I tried to repurchase them in the US they were $480US. I asked kindly for them to match my originally price and they refused. I mentioned I was just following the advise your CS person told me, they still refused. This company is an absolute joke do not work with them they have terrible customer service and they have no idea how to treat people. SHOP AT YOUR OWN RISK, THIS COMPANY IS A DISGRACE

I purchased a black cotton Smedley polo neck from MR PORTER in November 2022. I paid £180 for it. I ordered a size L but hey sent me a size XL. On the MR PORTER applied tag they had stated this garment was L so I took the tag off and wore the garment. Only when wearing I realised it was not my size. When I returned home that evening I checked the actual Smedley tag to see it was in-fact a size XL. After much back and forward with MR PORTER they accepted responsibility for incorrect labelling and asked me to return the item and they would send a size L as I had ordered.

Yesterday the garment arrived, the size L. It is not new, not in the usual protective sleeve, no tags on the garment and quite obvious that it hard been worn, it had hairs on it. Possibly in a photo shoot it was worn but that is beside the point. I ordered and paid for a new John Smedley garment and after they made a mess of the first order they feel it is acceptable to send me a used piece of clothing.

I am absolutely disgusted that they have done this. They are the lowest of the low and probably the person in charge has no values that it rubs off on the staff to do such a thing to a customer. As the saying goes a fish stinks form the head and you can clearly see from the reviews that company is not well run, complaint after complaint.

I placed an order for two Lanvin rings I received the box that was too light via UPS I was shocked when I found out that the box had the returning label and black tissue but none of the rings inside They refused to refund me

I ordered a ralph lauren polo shirt purple label on Wednesday evening 6pm it came the following Saturday 3pm as stated. Very impressed. Will definitely be using Mr porter again. Regards lee

Let me give you a very real cost/percentage example of a concern that really makes me worry about shopping with Mr. Porter. I purchased a pair of Jeans that was described as SELVEDGE Denim. Most shoppers know what Selvedge Denim is, and certainly Mr. Porter knows well enough what it is! (it is a different weaving technique and is easily identifiable). However, when I received the Jeans, it was NOT selvedge denim, instead it was regular weave denim. I sent them the received item photos showing this very clearly and requested a return for a full refund. They ignored the error, refused a full refund, and generically replied that duties+taxes+shipping are not refundable.

Let me give you the exact numbers so you can see how this can affect you:
I paid GBP 114.46, however, I was refunded GBP 69.81. Therefore, I have lost almost 40% of my money on this purchase based on wrong information they have provided on their website. Agreed, my purchase was not a massive monetary value, but it was of value to me nonetheless.

Based on my experience I look at it this way, Mr. Porter has now ventured into fine jewellery and watches. Can you really trust buying a piece of gold jewellery from them online based on the information they provide you? What if the gold is not gold, but instead copper/brass/plated. You contact them and they refuse to acknowledge it, refuse refund and instead provide you terrible customer service. Can you imagine the monetary loss that will hit you, not to mention the terrible experience, which, in the first place should have been a pleasant one. (BTW, someone else has also posted a review where they purchased a silver jewellery, but it is was not silver.)

Online purchase is based on accurate information and trust. Unfortunately, Mr. Porter is running short on these qualifications. They were great earlier, but it seems that since the YOOX NET-A-PORTER takeover its downhill. I have been a customer with them since 2015/2016 and can vouch the decline in their service pre/post.

Please be very, very careful with this company.

I want to give a complain against a porter. Who is not pick my call and Don't return the amount of orders.

Mr Porter looses a returning client, since 2016.

The order number: 1006ZD6BF2219J

I raised concern out of return period as I had not worn the shoes until a few weeks before as they are Autumn shoes purchased in summer. The reason I raised a concern is that the seams inside the shoes are not equal and hence one shoe was uncomfortable.
On consulting by email, they kept pushing the matter back saying its wear and tear. On explaining the matter over the telephone, a refund was agreed by the the representative (they claim to record phone calls). And a return slip sent to me out of the period of return.
A return was accepted by Mr.Porter as I received a return slip for the shoes to be returned by UPS from Mr. Porter outside period of return.

Time went bye and Mr Porter was quiet, on contacting the Client Care Team, we are kept being given push backs, and no solution. It got tiring, and therefore I requested to speak with a Manager. No they just don't put you on with a manager neither does this person have a telephone number, one must wait for this person to call, she/he was to call, and never did that call take place. The shoes in question were returned to me today without any communication, that is rude. I yet await to speak with a Manager.
I shall take a loss of a FAULTY pair of OFFICINE CREATIVE / Bullet Suede Desert Boots
Colour: Tan / Size: EU 46
Product Code: 0400 5953 6058 7, which I never should have received in the first place.
Mr Porter has lost returning client, since 2016.

I purchased a gift for my husband on 12/9, and was told that it would take 24-48 hours for the warehouse to receive the item from Italy and that it would be sent directly thereafter to me. I was told I'd receive an email with that status update but received nothing! I made multiple calls to customer service each time being told something different. One agent even guaranteed I'd receive the item in time for Christmas which was a LIE! On another call I was on hold for 25 minutes and then weirdly transferred to someone overseas who could barely speak English and just said they couldn't take my call and hung up! Called just yesterday and now was told that their computer system was down and that they couldn't look into my order! Said they'd call me as soon as it was back up and never did! Instead got an email from them saying they can't help with the order and thanked me for my EMAIL?! These idiots are too cowardly to even call you back! Needless to say I am now without a Christmas gift for my husband! Someone tell me why cheaper sites like ASOS manage to ship from Europe in 2 days while MR PORTER claims their shipments get "stuck" in customs for weeks during holiday season?! NEVER SHOPPING WITH MR PORTER AGAIN AND HOPE THEY DO US A FAVOR AND FILE FOR BANKRUPTCY ASAP.

The problem I have with Mr Porter is the same problem like most people with the bad reviews here. For such a high-end brand, Mr Porter has one of the worst customer service qualities I've ever encountered. I placed an order two weeks ago, cost me $2400 for 3 pair of shoes which I bought for presents. A week later I found my order got canceled, without giving me any notification whatsoever. I found out when I called the customer service to inquire about the tracking information. The reason my order got canceled is that they could not verify the credit card that I used for the purchase. I have contacted my bank 3 times to let them know I authorized the purchase and that it was not a fraud. My bank told me there's nothing wrong on the credit card end. So the issue soon becomes he said she said, and I'm trapped in the middle. The bank even offered to have a three-way call with Mr. Porter, but of course Mr. Porter rejects that. What do you expect. I'm not sure why they exist anyway other than putting your money on hold as pending as long as they can, but never to deliver the products, using the same excuse they've told hundreds if not thousands of their customers.
The customer service told me to repurchase the order, using a different credit card. The next day it also got canceled. This happened twice. Eventually the manager told me I could never purchase any order from Mr. Porter again, forever! But they're still holding $2400 x 3 on my bank. Mr. Porter told me my purchase could be a fraud?! Based on my first and terrible experience with them, I could safely said this company is indeed a fraud. Some people maybe got lucky to be able to place and get their orders, but many others had to suffer a bad experience like me. So, BUYER BEWARE!

Worst ever company to order clothes from online very bad customer service was just a waste of time beware of ordering from mrporter.com

Ordered an item, it didn't ship after a few days. I called customer service and order was cancelled.