Net-A-Porter

I would like to share my very painful experience with Net-a-Porter. I have been a loyal customer of theirs for over 10 years and have spent a considerable amount of money there. Their customer service has not been at a high level before, but what I have encountered now has simply shocked me. I placed an order 1.5 months ago for 600 euros. The parcel was not delivered to me, but the status said that the order had been delivered. I contacted UPS, who delivered the order, and they said that the parcel was left in some office and received by a person whose name I do not know. I passed all this information to Net-a-Porter and asked them to look into it. I asked about the investigation deadline and was told that it would take no more than 3 weeks. Since then it has been 1,5 months. Every time I call customer service, they tell me that the investigation is still ongoing, they don't give me an exact timeframe, they promise that the management will contact me, but nobody gets in touch. Each time they say the same thing - the parcel was delivered to the office (I have already said and written a hundred times that my home address was indicated, I do not know what office we are talking about).
In the end, my 600 euros just disappeared. And this is a company that positions itself as a luxury shopping experience!
To say I'm disappointed is an understatement. This is my worst shopping experience ever!

After a disappointing experience with a purchase, I feel compelled to share my story to caution potential customers. I bought a damaged leather good and immediately reached out to the company for a resolution. Despite providing clear evidence of the defect, including photos and the fact that the item had never been worn (evidenced by the attached tags), my efforts to rectify the situation turned into an ordeal.

Over the course of several months, I wrote to customer service more than ten times, each time hoping for a resolution that never came. The communication from their side was painfully slow and, ultimately, unhelpful. The final blow came when they declared they would not refund or exchange the item, effectively leaving me with a defective product and out of pocket.

This experience has not only resulted in financial loss but has also significantly diminished my trust in the company. Their failure to provide basic customer service and stand behind their products is alarming and should serve as a warning to others.

To those considering a purchase from this company, I urge you to think twice. The lack of accountability and customer support I experienced suggests that your money might be better spent elsewhere, where customer satisfaction and service quality are actually prioritized.

Net a porter is a high end designer online store, so not unreasonable to expect excellent customer service. Absolutely not the case here. They are happy to sell stuff to the customer, that is not a problem, but try returning it for a refund is where the trouble starts. They are uncommunicative, and totally incompetent when you ring to enquire after a week why your refund status is not showing on your account or even that the item has returned to the warehouse. The agents x3 all promise faithfully to look into, escalate and investigate what is going on and assure you that they will prioritise your concerns and email you back. Non of this happens. If you go to Trustpilot their negative 1* reviews now outweigh their positive ones. Avoid them at all costs or if you are in the same situation as myself, still waiting for some communication after 2wks about a refund, start a case with Resolver or the Trading Standards Ombudsman or a chargeback claim.
If you want an online designer retailer who are efficient and have got their act together, look no further than MATCHES- don't use this bunch of cowboys.

Quality of the items, even high brand items is inadequate. I purchased an YSL bag that costs few thousands of dollars and the belt just fall apart while I was wearing it. I have emailed them and their service recovery was: send the bag and we will see what we can do, asking me to send them a bag for few weeks to fix. Unprofessional, unsatisfying, not checking the retailers of HIGH brand products. I can't give zero stars so it's one.

I have had the most awful experience with Net a porter and will never shop there again - I would strongly advise going to matches instead which provide an exemplary service. I bought a Saint Laurent tote for over £1000 only for 8 weeks later the stitching from the handle to unravel and it become unusable. This happened in November, I offered to exchange or return and re buy the bag as this was obviously faulty - net a porter initially ignored multiple emails and calls (of up to an hour at a time) and then eventually refused any reasonable help- finally agreeing to take the bag for 2 months to assess whether they would repair- this is not luxury retail nor service. I have given up and am going to foot the repair bill myself. Do not buy from saint laurent it is not luxury quality and do not order from Net a porter- should something go wrong you are on your own.

This company is using fake reviews but with real people offering money/commission by doing so. I tried this job and they fooled me, they have a website named "net-a-porter.vip" which you create an account with your phone number and then boosting reviews by taking task and each task give you comission. Anyways, I didn't wanna continue with this work and they never gave me my money back that I had to make an affect in the data system to boost reviews. I hope this helps. Don't listen to them!

I had the most horrible experience ever. I bought a pair of shoes for which I choose to pay for the same day delivery, premier evening. I've been waiting for hours to receive my parcel, just to be told in the last moment that a delivery attempt was unsuccessful. Lies! I was in, and checked like every 10 minutes to see if someone is coming. I called them and emailed I don't know how many times, no one seems to bother anymore to answer to anything. Basically now I have no idea when they will deliver the shoes, or if they have any plans on doing it. Do not waste your money and time, with them! It's just atrocious their system. I'm so disappointed. You'll pay for an expensive item and delivery, but you'll not get anything.

Paid Net-A-Porter $150 for a supposed Roles Royce of hair brushes. The Mason Pearson from England. Supposed to be of such high quality you'll list it in your will. I've had it 14 months with gentle use on short hair and the bristles have started to fall out by the dozens! I believe it must be held together under the rubber base with Elmer's glue. What a fraudulent, overpriced product! It may have been good once; Just crap now.
And Net-A-Porter sells the full line... still! Of course there's no way to file any warranty with them. They are no Eddie Bauer! I guess if you can afford "luxury" you can afford being ripped off! Well I'm not a 1%er and I was not looking for luxury. I was looking for a quality product that would last. Stupid me. Will not use the site again because of return/warranty policy.

$1057. 19 sandals purchased in May. They broke the very first time I wore them in early June. I sent them back and was just told yesterday, after a 3 month long runaround, that they broke from "wear and tear". They were in my possession for less than 3 weeks. Even if I had worn them every day, they should not have broken. The pictures clearly show that the sandals are not "very worn". The sticker is still on the bottom, and you can see that the strap separated cleanly from the sole as if it was not securely attached to begin with.

I posted about this on their Facebook page. The post is dated September 6th if you care to take a look, and if it is not deleted.

I am officially adding my name to the long list of people vowing to never shop at NAP again.

Bought a pair of rag & bone slippers lately. Not just cheaply made, unlike the pics showed. The most bizarre thing is the right slipper is bigger than the left one. And the so-called "customer care" chooses to stay quiet, like nothing happened or they r just DEAD!

Not sure if they gonna do anything about this, they basically asked for our tax number but never insert in the invoice. The local custom charges like crazy.

Think 3 times if you are sending to a country with a bad tax system like Indonesia.

Purchased sandals; seemed to fit when received; when I went to wear a month later the lining completely separated from the shoe.
Couldn't return through app due to time after purchase so emailed.
No reply.
Emailed again; no reply.
Calle dthem and they said they had emailed me return (they did not - it was never received).
One full day later I received a return authorisation.
I sent with DHL - they received (according to tracking) but status on account remained unchanged and said pending receipt of return.
5 days later I message customer service - they tell me they cannot find the order number for my email.
I resend the same detail and they find it.
I was advised to have 'patience' and that it takes 10 days from receipt of goods to issue refund (website says 3).
They tell me ti be assured they will contact me when a refund is issued (obviously not feeling 'assured').
Was told they needed ti check if the goods were faulty when I received them (they have no marks/ never worn)….bla bla bla - nothing
I still wait.
They CS is rude; communication is non existent- vastly different business to 12 months or so ago.
I will now avoid (and pray for refund of my money)
What happens to them? They used to be so reliable.

See photos of authentic and counterfeit sambas from net a Porter. Shameless ripoff. Laces, insoles, no ankle padding, missing double lace holes at ankle. Obvious fakes.

Way over priced, even compared to the designer websites itself! Was unaware that it is final sale. Original price is much more expensive than what the designer is selling for & then even if they do discount it is still over double priced. Also bad & rude customer service & was not willing to help. Buy from other websites!

They have sent me an item, but UPS lost the package. When I tried to figure out what happened, customer service agent was simply rude and aggressive on the phone. After many calls, it arrived but damaged. I have sent it back immediately. Warehouse received it on September, 1st.
No refund has been issued. Upon contacting the customer service, more rude replies with zero intention to actually help.
Needless to say it is September 12 and I am still waiting for the refund.

I will never shop here again and neither should you

I'm not sure what happened or changed, but the past few years this company went downhill! Same day deliveries are almost always late! Customer service is beyond terrible. Also, you can no longer return a gift without the purchaser being notified! How is that possible in today's day and age? With all of the technology available? How did Net-A-Porter manage to move backwards?

It's simple the customer service will reply to your first emails and then when it comes to refunding you they'll disappear, zero nada nothing, I've been emailing them now over a week and I'm getting no response... stay away people, I wish someone advised me before doing that horrible mistake

Without any warning sales tax is being collected. You won't notice until you get to the pay for order page. I will also be looking elsewhere to purchase, one that does not charge sales tax and there are still plenty of retailers who don't do this and who offer free shipping as well. So long NAP.

After reading the rest of the reviews I can't say I am surprised now at my experience. Ordered premier delivery, didn't arrive, called up twice and I was informed it would be sent today day, still not arrived and I am going on holiday tonight. Don't even attempt to reach premier by phone, chat is always off now too. They are beyond incompetent as a company and have lost their way. They need a new GM/MD & head of warehouse & customer service. I'll be taking my custom to farfetch or selfridges.

Good marketing (with the magazine) and nice selection but customer service doesn't match expectations for a luxury online shopping brand. You pay extra for courier delivery and they can't get the time right, always showing up when no one is home despite multiple emails. Takes up way too much time to actually get packages. Pretty disappointing. When I sent an email to complain they didn't even apologize for the fact that I'd sent three emails letting them know when delivery should take place, and they kept delivering outside of those windows. In fact I got a rude response.

I so wanted to like this company - i do 90% of my shopping online and i was attracted to the brand and their image. Unfortunately that's all they have is good marketing. Their customer service is awful. Long shipping and short return policies make it difficult unless you are the most organized of shoppers. I've contacted their customer support twice and was treated rudely on both occasions... and this is me living by the motto more bees with honey. I can't imagine how they treat the not so nice ones. Avoid at all costs... find what ever you are looking for at a better price with nicer people

I checked out as a guest and then wanted to return something. This is impossible. I emailed them three times and never heard back. I called and after being on hold for 20 minutes they said UPS would send me a label. That was four days ago and i still have no label. This is not rocket science... every other place i order from has a streamlined return process even if you check out as a guest. I never post bad reviews but this is insanely frustrating esp since i'm about to be past the date where i can return things and the jeans weren't cheap.

I realise now I should have checked the reviews before trying to order from this site. Turns out even with a ridiculously high postage fee they then still want you to be in to receive items and can't have them delivered to a location of your choice.
The service is really poor - I'd expect a company that sells itself on luxury to offer a luxury service.

So I'll be cancelling my order - you've made it way too difficult.