Mr Porter

I've been struggling with customer care for nearly a month to get a refund sent to my original form of payment on a pair of shoes that were faulty. The dye on the inside of the heels deeply stained and ruined several pairs of socks. This process has become so drawn out and complicated as it escalates up what seems like an imaginary hierarchy of decision-making. We won't be purchasing from this company again if we ever get this resolved!

Experienced a few issues when ordering with them. From delayed delivery, wrong items sent and exchanges that took very long to receive. They used to be good but now they are just bad and not a reliable online shopping destination anymore. Customer experience and customer service needs to be vastly improved!

Customer service is absolutely terrible. People are rude, useless, unresponsive and ignorant.

Further, the loyalty program is just a scam. Given a gold member, there are supposed to be no delivery charges. However, they always apply. When contacting customer services, they have each time a different excuse.

You find better online stores with the same brands.

Spent numerous attempts to have my order delivered to Russia.

For whatever reason, after years of receiving to the work address, issues with Italian customs started arising.

Provided company name, personal use statement on the phone to Mr Porter customer service. All took in excess of two weeks so far.

Upon contacting DHL found out they never received any responses to info requests.

Extremely ugly logistics set up where Mr Porter apparently hires a transport co who deals (or more exactly - does nothing to deal with) issues with delivery.

https://youtu.be/CciaeHufenw
I bought a Brioni shirt like new, but they brought me second-hand, wrinkled, wrapped in black paper, without branded packaging.
The site says that the delivery is free, but DHL charged an additional €22 for delivery.
Mr Porter immediately admitted that the shirt was delivered in an inappropriate condition and issued an ultimatum:
- either I return the shirt and lose €60 (€38 customs taxes + €22 additional shipping fee);
- or I agree to 10% compensation (€39.58), which is outrageously low.
This is a very effective (fraudulent) way to sell Second Hand.

I ordered two t-shirts from Mr Porter. They are both boxed and wrapped nicely. However, while one of the Tees was new and fresh looking, the other had a deep crease across the front. I'm talking about a crease you would see on an old stock item that had sat on the shelf for months.

Not familiar with this company, first time placing an order based on reco from my nephew out in London. Bad bad experience, hands down worst customer service!
I placed an order worth more than $200. One of the items did not come in the package. I immediately reached out and was told they would investigate. I was ok with that, however then I received another email advising they do no do courier tracking as they know what was packaged. What! The outer box merchandise arrived in was not damaged but the actual "porter" box was ripped. Very very disgustingly shameful on their part. No offering of resending the missing item or a refund!

Horrible customer services. I will never order from this company again. UPS had lost my package. (My husband Christmas gift) they telling me that they can't accommodate me and I have to wait 10 business days.

Poor customer service. My return product has been lost by DHL Express. I've chased DHL express and have declared the parcel lost for a week. But apparently they are still waiting to hear from DHL. No one is bothering to sort this. Very poor.

I purchased a few items from Mr. Porter, nothing cheap or worth disregarding. Since my order in June, I have not received anything. The packaged was "damaged" according to UPS tracking, and since reported, I have contacted Mr. Porter over the last 2 months over 10 times. I have received the same "copy and paste" email from them saying how sorry they are for this issue, and that they are working on it. But 2 months? Give me the refund I have been asking for or send me new products. Unfortunately, this has been the worst customer service I have had, enough to make me write a review. I never write these.

I was extremely disappointed with their customer service. I bought a set of 4 wine glasses for my daughters birthday one was broken. Mr porter refused to refund my money or give me a replacement despite me contacting them several times. They refund the price of one glass absolutely useless my daughter is now left with three glasses. I would never use them again.

Ordered a shirt for $220 for my son's birthday and at check-out was advised shipping would take "slightly longer". It now two weeks later and i'm told it was coming from their "warehouse" in Italy and was still in customs, after which it would be sent to Mr. Porter's U.S. warehouse, where it would take a couple days to process and then mailed to my son, for receipt three weeks later. I later found the same shirt for 140 Euro, with 2-3 day express delivery for free. Very deceptive practice.

The gold plated cufflinks turned green after 1 wear! No returns or refunds Mr Porter claims that gold turns green! Non existent customer service, they don't answer emails and calling is absolutely useless.
Asked to escalate the matter, they have no complaints process and couldn't care less about their customers consumer rights.
I will be taking this further! After years of being their customer won't buy from them ever again.
They claim to be premium, but are just scammers selling faulty poor quality goods.

Arrived with a week from overseas packaging is excellent communication is great rang and tweeted them instant response so there website doesn't update quickly not the end of the world coat was half price I'm well happy and would use again

Premium online shopping is not only about the convenient website interface, beautiful packaging and express delivery. Mr. Porter does not produce it's own goods and even the most premium brands have defective things once in a while, but... the quality of service, the lack of customer focus and rudeness that you will encounter in this store can not be compared with anything. The business development department could use my case as a vivid example of how to lose a potential loyal customer (and not just one, bad experience is usually spread way more then a good one). I have never written reviews before, but Mr. Porter definitely deserves 1 star. Greetings to Marta from the customer service department. And how do they answer the phone, it's better not to start. Even the tax office staff is more friendly during the declaration period

I never write reviews, but I am for this one. I have never engaged with such a terrible organization. Customer service is insanely poor - so bad they may as well not have or offer it. Even for Premier Service I have waited more than 2 hours on the phone line for an answer. Email takes a week to respond; then they turn up with no notice to collect a return.

Items are fine but customer service is appalling. Very said as I buy a lot of designer items online. I will never use Mr Porter again and will advise all my friends against them.

I've called the CS team now 3 times. They always say that they will get back to me, but never happens.
Next time will then be the 4th time calling them as this case is not yet solved.

I'm simply just trying to get my refund for 2 items.

I will definitely not be buying from them again, even though working with Mr Porter as my client. Very sad.

I ordered two pairs of linen trousers and a sued leather belt. After wearing the belt for the first time on the trousers, it bled all over the back of the trousers.

When making Mr. Porter aware of this issue, they said that it was my fault (?) and they would not take responsibility for it.

Sad but predictable.

My parcel was marked as delivered even though it wasn't and I was at home the whole day. I contacted customer service immediately and after tens of emails I today received an email that after 3 months of doing nothing to solve the problem they have closed the investigation. Horrible customer service and will definitely never order from them again.

Completely excusable actions towards my return of 2 pairs of sunglasses that were returned "not in the box" so company decided to withhold my refund of $500 due to this outrageous situation instead of getting to the bottom of this they are waiting for me to stop contacting them and give up on getting my return. I will never shop with them ever again and urge you to spend your money elsewhere.

I recently made a purchase from their website, and attempted to contact their customer service regarding a price adjustment, as the item had since gone on sale for a lower amount. They refused to help me regarding this. I can't believe that over $14 (the difference in price of the items), they would be so unhelpful. I have since refunded my entire purchase ($500.55), and will never purchase from them again.

I read other ppl's review i realise i'm not alone... this is customer service gone bad to a point i'm just speechless. They ended my chat while i still try to reason with them about my order. How unprofessional!

I tried ordering some cufflinks and got a confirmation that it was sent to Brooklyn, NY. I double checked the address on the order to make sure the mistake wasn't mine and the address on my order was entered correctly for upstate. I emailed them with screenshots of both address and after over a week of waiting I got an email addressing me by someone else's name with information about someone else's issue with their order. I apologize to Mr. Stack out there looking for his sweater, maybe he has my cufflinks. Not holding my breath for a resolution on this one, off to call the credit card to refute the charge.