Net-A-Porter

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 used to order from Net-a-Porter a lot, but their new Final Sale policy on sale items is not customer service oriented. I look for items in other sites now with more flexible return policies, especially on clothing and shoes that are "not true to size".

My daughter ordered a pair of Gucci sunglasses in November 2021. When we opened the box delivered by UPS (which was in normal condition), it only contained the case, but the sunglasses were not there. We immediately reached out to Net-a-Porter and got a response saying they would look into it. After several days, they asked us if we still had the cardboard box in which the UPS delivery arrived. Since we did not, they said that it was not possible to "open an investigation" and that they could not help us. I fail to understand what type of forensic tests they were planning to do on the box, which I had to open to see that my purchase was missing. I am appalled by the poor quality of customer service and the unwillingness to help us. I will never ever purchase anything from this website and I encourage others to do the same.

This service helped me in finding something really unforgettable for my wife. I like the simplicity and very easy ordering. If you ever need something to surprise your love than check out this service

A 750 dollar dress I ordered didn't arrive and they failed to acknowledge this. Still waiting on my refund. Despite a. Call and email no one called me back or contacted me. Don't use this site. Not worth it

Fraudulent company buyers be aware they are scammers. Advertising something put incorrect size mark as final and no returns and when you get it it's totally different size will be reporting them on all the review and to consumer department to investigate their fraudulent sales activity

I cant express what a first class company Net-A-Porter is. I had an issue with a pair of shoes that I wanted fixed and they were not able to fix them so they refunded me my money. I will always feel confident in purchasing from them.

Net-a-Porter is my go-to website for online shopping. I absolutely love it. The selection of clothing and accessories is excellent. The website offers a variety of designers, well known and up and coming. Often, one can find interesting and unusual clothing not widely available at other retailers. I have been shopping with Net-a-Porter for many, many years and have NEVER had a problem with returns. My returns are processed immediately with credit issued within a day or two. Customer Service is excellent. My orders arrive the following day (I live on the east coast of the US) with no shipping charges. Each order contains a pre-paid UPS label for returns... really an excellent shopping experience.

You're not delivered, they don't care… and you've lost your money… after three weeks of "you will be delivered tomorrow…" that's what I learned this morning… do not order and you'll save time and money.

Just appalling service ordered a very expensive dress and received two pairs of men's sneakers! Of course they charged me for the expensive designer dress. Try getting someone to help you the level of customer service is the worst I have ever come across! I am still waiting to get a refund and they say they will call back and then never do! So bad do not shop on this site!

I had purchased a set of 7 bamboo and muslin facial cloths that were packed as Monday to Sunday. I decided to try one to find out if I liked it. I was so flimsy you can see through it and was not able to wash my face with it as it was similar to putting a wet handkerchief. In addition it also stained. I attempted to explain to their customer service rep as well as the manager on duty and all they kept saying similar to a mantra was they cannot return a used item as this product is considered a beauty item. I explained I only used one cloth and the six remaining were still in the box. They did not even attempt to offer any type of compensation at all including exchanging the faulty product or offering a percentage off your next purchase. I will never purchase from this company again. There are too many online merchants who are willing to accommodate their customers to keep their business. This is not one of them.

Net a porter used to be good, but these days are long gone. Since half a year boxes come damaged and in such poor condition that I am afraid they fall apart while on their way. Also the quality of many items are in such horrible condition that they tear apart while trying them on. But customer service says that this problem is the clients responsibility and deny any refund despite a long history of good relationship.

I ordered a pair of sunglasses. The tracking number they gave me was no good. It took 5 weeks to receive the glasses and then they were the wrong thing. I am going to try to return them but I'm not feeling very optimistic about it. Stay away

Shoes porte & paire which I ordered from that website fall apart after 2 weeks of wearing them. This is not a quality you would expect for sandals for 200£, but rather maybe 10£ The Net-a-Porter customer service doesn't accept my request to return the faulty items. I would avoid ordering from that website, as it is waste of money. Attached images of the shoes after 4 times of wearing them only!

I have shopped with Net since the beginning and their current customer service is terrible. Get ready to talk to someone with questionable English in a third world country. Get ready for your repeated requests to speak with a supervisor to be ignored and for no call back. Returns take weeks and the items are badly packed. I will be closing my account after this last incident.

I am really upset with the service with this company, I am new to this website and simply cannot get my purchase as they keep cancelling it. I have never had this amount of trouble just trying to pay for something. They tell me it's because I am a new customer and all the call handlers sound drained and depressed when dealing with you. Quite frankly I don't think I will actually ever receive my order, it's frightening. The thing is I now worry as to whether this company are operating correctly, I won't sleep tonight as they have my card details and quite frankly I feel very very worried. This situation has left me fed up and really sad. I can only hope I actually get what I have spent the best part of my entire afternoon trying to sort out.

Order #*******
Very, very disappointed client here. Hideous customer service. I returned 3 items, 3 weeks ago, however I got refund only for the 2 out of the 3 items I've returned. NAP has been ignoring my emails, and our phone communications end up being just a waste of time.
I'm a loyal customer since 2013 and I've never experienced anything like this. Customer service has been disrespectful and unprofessional. They confirmed they received all the 3 items and I was reassured that they will issue my request within 10 days form the time I initially contacted them.
It's been 3 weeks now and I received ZERO follow-ups.
I'm planning to report them to Consumer protection Bureau if they don't sort out my refund.

I have shopped at NAP for many years but lately I have found their customer service to be getting worse and worse. Most recently I was charged tax and duty incorrectly - I have even checked this with my local customs office and they have confirmed I should not have been charged any tax or duty. I wrote several emails and made two phone calls to NAP and finally someone realised and agreed that there had been a mistake and promised to get back to me but several weeks later I still haven't heard anything. I tried calling back again but was told there was no record of my previous conversations! I just can't be bothered pursuing this any longer as dealing with the customer services was so frustrating. This is the last of a run of bad experiences with NAP and so after 7 years of shopping there I have decided to never shop there again. They have just clearly become too big too care about their customers but luckily there are now also plenty of other wonderful alternatives:-)

I do a lot of online shopping. In my experience net a porter have their processes down to perfect. They deliver quickly. If there is any problem with an item it is so easy to do a return. It's actually easier than going back to a shop to do a return.

They also have fabulous styling on their website, great descriptions and videos to show how a product moves. It is one of the most reliable websites I have come across on online!

I returned a pair of Gucci pants on the 5th, today is the 17th and although they were received at the Netaporter "warehouse" 4 business days ago, I "won't get a refund for 2 more weeks" someone in bookkeeping is paying for yesterdays inventory with todays purchase?

Disgusting. I want to buy a pair of shoes, on the UK site it's £625, but when I changed the country to Indonesia it becomes £500 with £20 shipping. I want someone from net-a-porter to justify why I have to pay £125 more for the same item shipped from London to London, while some buyer from Indonesia can get the item for so much cheaper? Be careful when you shop there, it's such a rip off.

When I feel like splurging and shopping online net a porter is my go to destination. They have beautiful pieces by all the key designers and you can always find that perfect outfit for whatever occasion. I've had good luck in relation to their customer service so far so I'm pretty happy with them overall!

I have been shopping with net-a-porter for over 10years. My orders are shipped out of the UK into Spain. I have had nothing but excellent customer care, a speedy delivery and returns service - theres the odd delay sometimes when the sales are on but certainly nothing to keep me awake at night! It is a terrible shame that these review sites exist as the only people who post are those who have had what they consider to be a bad experience. They do not represent the overall majority of happy clients such as myself. Things go wrong sometimes, thats life. Why post it?