Net-A-Porter

Hi all. Ordered $3000 worth of merchandise-didn't receive one of the $600 dresses I paid for and am having an incredibly hard time getting a refund. I'm just returning everything on principle because I can't bear the thought of giving them my money after this experience. Hopefully AMEX will sort this for me-but really bleak stuff and I wouldn't order with them if I were you! They won't help you and take no responsibility... and charge you for things they don't send you.

Worst customer service and returns policy/ system ever. I called 5 times over 2 days to get a returns label waybill label. They kept sending me a proformer paperwork. They assured me it had been escalated and would be made a priority. Don't bother. They will say anything to get you off the phone. I also emailed them, no response. Over 30 hours waiting and still no label. The courier can't take the return without this. If Net-a-porter had bothered to include this return label in the box, I would not be having this problem. They have gone down hill so much. Spend your money at Matches or FarFetch. They both give great customer service.

I purchased shoes from Net-a-Porter on 11 November, which did not fit. I tried them on at home, and returned them. Nearly THREE weeks later, on 1 December, I received a reply that my shoes did not pass quality inspection. I called to complain, and was told that they had signs of wear on the sole - I had tried them on at my home. Besides this, these shoes DID NOT have the sticker on the sole which is attached when you purchase directly from the brand. The individual on the phone said she would see what they could do. Finally, after emailing twice to ask about it, I received a reply 29 December that they still would not accept the shoes and were sending them back. I called, and all I was offered were apologies for the delay. Net-a-Porter, I would expect MUCH more from a company like yourselves. This is completely unacceptable. I won't ever be shopping with these people again.

Not sure what has happened... I ordered an expensive gift for my daughter, I paid premier, it should have arrived on Thursday, I'm still chasing, they say they attempted to deliver it today but nobody was in! Well that is a lie, I have been in all day and have a ring doorbell that records all activity! You can't get through on the numbers, if you request a call back it is from NYC! I am so dissappointed! I just want my refund - problem is you have to wait for this! Shocking! Do not order from them!

The customer service is terrible, they don't respond in a timely way to messages and emails, and I have lost money because of them. The way some of them speak to you, they treat you like a child - very rude, strict and stubborn language which is totally unexpected for a luxury retailer.

It also takes ridiculously long for net a porter to process/ship orders and refunds.

I got cheated by Net-a-Porter they gave me a refund and cut off half my money and gave me whatever they decided. I'm absolutely shocked that such big company can behave so cheap and cheat their customers

I bought an LED mask on March. It stopped working in April. I contacted Net a Porter immediately and asked how I return it and replace it. All I have had despite several emails and using Resolver is 3 emails saying they are looking in to it and will get back to me. It's is now 2 months since my initial contact with them. Do not buy from this company.

The absolute worst experience! The item I ordered 2 months ago was sent to a location 6hours away from me. I called and requested a refund. Since the representative was unable to resolve the issue, I was transferred to someone who introduced themselves as a manager. I was told I could expect a refund within 10 business days. 2 months and multiple phone calls later I still have not received the refund because apparently the shipping carrier still has their item. A business that sells luxury items for a large profit margin should have better resolution for their delivery issues.

They think because they are a designer retailer they can get away with terrible company policies, i. E. Price adjustments. Net a porter needs to realize even Gilt.com went belly up and was bought out for a much lesser price tag than originally anticipated. I think Net a porter has headed in that direction. They have terrible company policies and awful customer service reps.

Please consumers do not use this company you will never get your refund on return items. They will find something wrong with the item to keep the sale. And this is an overseas company that uses a New York address but, no one is at that address. Please don't get trap it's not worst the lost of fund. This company will take your money!

Despite having paid for my order, the site wouldn't process it with a mysterious "banking code". Spent ages on the phone to my bank who said such a code didn't exist.
Wasted hours finding and paying for an outfit for completely no result.

Have ordered 4 items in the space of 3 months and each has come beautifully wrapped and speedily delivered even when paying for normal delivery. Ordered my last dress on Sunday morning and was delivered Monday afternoon evenafter just paying for 2-3 day delivery service. Cannot fault them at all.

I received a gift from a friend who used Net-a-Porter. I need to return this item only to find out I can't per customer service. A return has to be initiated by the purchaser. So that means I'd have to tell my friend I didn't like her gift and I'd like to return it. Merry Christmas friend. I'd be happy if Net-a-Porter allowed a credit but no they won't. I'll never use this company. Beware.

Worst customer service ever. I ordered a 1k handbag for next day delivery. I heard nothing from net a porter and had to call them on the due date for delivery. I was told after three calls that they could not deliver to my address in Ireland. This surprises me as many other online retailers have been able to deliver to my address in the past. I was told the package would be delivered within two days. Then I received an email asking me to call my bank for a code. This was the night before delivery was due. I was so annoyed that I cancelled the order and I will NEVER buy anything from net a porter. I will instead spend my cash with their competitors. I received a cancellation email and no apology. You would think that they would want to keep customers happy, perhaps offer a 10% discount as an apology. Bad business sense.

Ordered item and waited a few days but never received a tracking email to show item had been shipped so I called customer service only to be told that my order was canceled. I asked why and they stated because of my card issuer. So I hung up and called my card issuer and they stated the order is still in process and just waiting for NAP to finalize the order. So then I called NAP back and still didn't get any reason for the cancellation and so then I proceed to ask if I can just purchase the item again and was told it was sold out. I'm completely appalled that they would just cancel a $700 order with no explanation, automatic email, nothing at all. As a matter of fact, I received confirmation that a shipping label had been created even after order was canceled. I was still charged and now they are saying I have to wait 21 days for a refund. I'm disputing this. I should've known 1 site that has an item in every size that is sold out everywhere else was a huge red flag!

My husband purchased some items for me. I returned all the items. The boots were packaged separately, however I combined the earrings and necklace and we only received a refund for the boots and the necklace. Since I packaged and shipped at the UPS store which is on camera there is no way that they did not receive the earrings. As a news anchor, I will be doing a story on this. We all deserve an answer!

I've been a customer for over 8 years.
But recently the customer service is really a joke.
I ordered a Chloe top.
I received it with a stain and a small thread sticking out.
I contacted customer service and they asked me to Sen a picture of the defects, I kindly asked why when the item was unused with tags still attached.
They told me that there was only to document the damaged item so there will be no problems when I returned it.
Well to make a long story short I received a email saying that they wanted to send the blouse back to me as it had a stain and a thread.
I made 5 calls and sent over 7 emails and still no luck.
Finally after 4 weeks they refunded me a store credit and I did not have the energi to talk with them anymore.
Now I need to order one more time,
But after that I never will shop anything again, there are many more websites that is a million times better

I used to like shopping from Net-A-Porter.
However recently I found that the prices of most beauty products are so much higher than other online shopping retailers. Additionally, on Net-A-Porter, even for same products in different colors, the prices are quite different. What a rip-off!

I am done with Net-A-Porter.

As my title says, they pockets the sales tax/GST component on returned items. I purchases clothes and returned them and received a refund minus import duties and GST 10%. Only when I asked about the discrepancies in the price I paid and received as a refund after 30 days, they credited my account with import duties. But they are telling me that I'm losing the 10% GST. Be aware if your net-a-porter order is delivered from overseas. I live in Australia and it was shipped from Hong Kong.

I bought an item that was not up to expectations, it was a skincare product with reading perfume smell and it had black bits contaminated in the product I emailed multiple times late responses and I got extremely rude response telling me I had to report it within 24 hours of delivery - I didn't open it that soon. Ervisa was rude and not helpful.

I bought three items since the 13th of July items they have not been received yet. No tracking number provided in email. I called after a few days no one knew what had happened. Called a week later still no idea from customer service person I spoke to they were waiting for a response from DHL. Two weeks after sale found out order sent to Hong Kong in error when I live in London. I was promised order will Be sent back to London and sent to Me still waiting nearly four weeks now. Unhelpful staff each one seemed to be not interested in my plight. I get the impression company just interested in the sale and no customer after care.

Will not be shopping there again

Avoid this business if you are ordering $1000AUD or more. If your dress doesn't fit and you need to exchange for a bigger size, you end up paying taxes & duties twice. First, when they ship the item, and again when they send the exchanged item. It turns out to be a very costly exercise. You would think they'd have something in place so the poor customer doesn't pay twice. Why should you pay taxes & duties again on an exchange item? They have lost my business as a result of this.

Net-a-porter has always been my go-to for shoes and bags, I love it! However I once had to return an order and did not have the best experience with their customer service... so I will say this: great if you love what you bought, not-so-great if you don't.