Net-A-Porter

The most appalling customer service I have ever experienced. I paid for 24 hr delivery and 24 hrs later was informed that it would take 4 days. I called and cancelled the order twice when I knew it was not coming and explained l was leaving the country for 6 months. I have been told the order was delivered and signed for, despite no one being at the address. I have now been charged on my credit card for the items including the cost of the 24hour delivery, none of which I have received. Now customer services do not respond to my emails, so I have no choice but to pay a large bill for goods I do not have. I am outraged by this blatant theft.

Buyer beware! I have been shopping with Net a Porter since c2010 & *used to* find them professional, prompt & efficient. My recent experience - June 18 - is in line with most of these other recent reviews. These days it seems that Customer Services does not respond to multiple emails, nor answer phones & when you do finally get through, help is unprofessional & vague!
More than 5 days passed between order and dispatch on my recent order (their terms state dispatch will be within 24hours) - this was a full price order... no sale items. There appears to be serious confusion going on behind the scenes - leading to a very negative shopping experience.

Increadibly poor customer service, horrible return management. Takes ages before returns are processed, and credited. I can so not recommed this. It is from beginning to end a lousy experience. Given the price profile it is a joke.

I am always impressed by how fast they are at filling orders and how fast they credit
Returns. No company I've dealt with online is as dependable as they are. Anything I see
On other sites I check first to see if I can get it from them because it such a pleasure doing
Business with them

I made an order on the 4th october for next day delivery, the day the item was expected i chatted online with net a porter to be told even though i had paid for next day delivery the delivery was delayed. I asked for a signed signature for the item, specified upon order and when speaking with them as i live in a shared 14 flat block.
The next day i got an email to say tracking updated with a pic of a box left outside of a door. I contacted netaporter as i had a text from dpd to say the item would be received the next day. Netaporter say item is left in the apartment block. I have asked where and they keep sending a pic which is not my front door. I have chased every week, and spoken twice to their manager in portugal who keeps saying give us one week. I have checked cctv in my apartment block, checked with neighbours and the porter and no one has received this parcel. I would like the item or a refund and i am fed up of chasing

I like the web, very easy to browse and return no hassle. But in 2017, they started charging TAX to US STATES other than NY State. First they jack up the price for some items. For example Prada shoes on nordstrom, same style $750. NAP charges $765 and then TAX. If the TAX not included like prior to 2017. OK, they want to charge that $5 as shipping the shoes. Still OK, even though it's a little CHEATING! So, therefore, I'd rather shop nordstrom online. Charge TAX but better customer service policy. Good by NAP... farewell in 2017. I have a new fav web based in UK, matches fashion... great price and so many items, 3 days arrival. Love love.

Bought a blouse and saw that it was on sale about 4weeks after receiving it. Haven't wore the blouse yet but I wrote Net-a-Porter and asked for good will credit between regular price and sale price. Told them I did not want to return the blouse but just get a $40 credit. They refused. Could care less. I told them that Neiman Marcus, Bergdorf's, Saks would do this. They still refused. NOT GOOD BUSINESS! Rather do business with other stores who also offer free shipping and returns.

Order a bag. Saw that NAP was having a sale. Bag hadn't shipped so asked if bag was on sale. Told yes would refund with store credit. Ask for refund to paypal. Told yes and given refund amount as sale tax on full price. Asked for escalation and details. Told bag was not on sale. Called. Was offered many apologies and a $30 store credit. Hung up. Am probably returning the bag which still hasn't shipped from NYC.

I ordered two items about 10 days ago. They emailed me asking me to add shipping address to my credit card as the shipping address is different from billing address. I thought this is ridiculous but I contacted my bank and they added the address. Net-a-porter emailed me that the shipping address is added.

About a week later, they still didn't ship so I asked them when they will. Answer is they cannot ship until they verify the billing information. I have no clue what else they need to verify...

Stupid.

You have been warned: this is the worst company I have ever dealt with online. After taking my order, they never sent an acknowledgement of the order. When I asked for one, they said that this was auto generated and they couldn't do it. The item arrived weeks late and was the wrong size.

I had a good experience ordering through net a porter but I will say I didn't have to return anything so I guess I can't fully comment on their customer service quality. I love the way they package orders as it makes it a delight to receive a package from them. I'd definitely order from them again, but if I was on the fence about a size I would prefer to go to a boutique in person to avoid the return hassle everyone seems to face.

I have never had problems with this supplier as they've always delivered my goods on-time and in good condition. This time around, the shoe size that I used to order was quite way bigger so I returned the item. On the 3rd of March 2022, I was told that they have factored a refund but I have not received the refund at all. I've been following up for the refund details and I'm just sent a screenshot with the cost of shoes details. I am frustrating as I've been a loyal and repeated client and it seems like I now have to accept that I'm being scammed. I will never buy from them ever again and will discourage people from doing so.

They are trying to ignore by saying the matter has been resolved when they have refunded me yet. They won't even produce an authorisation code. I will have to make peace that they stop my money because I returned their shoes.

I really love this website. Their collection is unbelievable. Always meticulously packaged. Yet I am completely surprised by the number of negative reviews. Well, I guess it is in the eye of the beholder.

I bought a foundation which was discribed as almond or neutral it turned out to be quite a dark brown it was obviously unusable this company refused a refund even though it was clearly mis-sold dont use this company!

Stay away if you are ordering goods of over $1000 from Australia. You will not be able to exchange these items without having to pay GST & Duty AGAIN if they don't fit. You will also not be offered a refund of any of your GST & Duty payment even if you return the products - this is not because Net-a-Porter can't do it but because they can't be bothered to. See this website for details http://disgruntledconsumer.weebly.com. Contact me on *******@disgrntledconsumer1 if you have a story to share about their appalling customer service

I have not received my package. The package was marked as delivered against signature, however, I have never received the package (the proof of delivery from the shipping company includes the signature which is definitely not mine). I have never authorised anyone else to receive the package or the shipping company to deliver it without my signature.

I contacted customer service multiple times via phone or e-mail and they seem not to do anything. Highly not recommended, I won't buy anything more from this shop.

I bought a pair of sneakers with same day delivery on Saturday, as it was already 6pm, sneakers should arrived on Sunday from 10am to 5pm. Is Monday and I don't have my sneakers. I spent about 3 hours with them on the phone. They assured me I was going to get them. And nothing. Just countless emails and a waist of time.
Terrible customer service. Unreliable. Will not be buying from them anymore.

I am long-term customer and this site is very good! It always come to me in two or three days and all products are very good quality and yeah. But about shoes, for example nike or adidas, i ordered adidas superstar and nike (i don't know full name) ad i think that they are fake, because nike shoes symbol came off in the first day i wore it and adidas superstar shoes was really hard to get on my leg and they really made me fell hurt, my leg was with blood... but if they are fake - it's okay, because they're very good condition shoes and that'sonly one time i've been dissappointed. You can buy from there products, don't worry, it will be perfect!

Bought a $400 dollar cute Isabel Marant dress. Wore it once and washed in the sink with Woolite for three minutes. Washed clean and when after it dried after I put it the dryer only using wrinkle release (use this setting for all my wool, cotton silk dresses shirts and pants) I noticed pulls and threads all over the dress. Called Net A Porter and they refused to do anything. They told me try to call Isabel Marant and ask them to take it back and I told them I did not buy the dress from Isabel Marant. Stay away there is no safety net with this website. They do not acknowledge that sometimes items they sell may be defective. I have never written a bad review before and I was reluctant at first but people need to be informed about this website.

I have always had decent service with Net a Porter. I have ordered a few things that honestly were Target quality (or less) from name designers (Donna Karen, cheap Alexander McQueen, to name a few, but this is true of many high end designers). However, when I heard Howard Stern's wife Beth going on and on on his show about Net a Porter, having things delivered regularly, on first name basis with sales reps, blah blah blah, it just kind of nauseated me.(silly but true).

They used to be great. They used to care about their customers. That's not the case any longer. Emails ignored or so poorly read that their responses were repeatedly inaccurate. They refuse to acknowledge their mistakes. Management is inept. All the good people must have jumped ship long ago. Worsr service. Disaster. Sad.

I want to exchange a dress which once I tried on, I realised the inner skirt as too short. What would be the quickest way? Buy the other dress and ask for a refund on the other? Or maybe exchange the old for new and pay the difference?

I used to be a big fan of Net-a-Porter but I am very disappointed now. I ordered many things from them in the past and I consider myself to be a very loyal customer. I always had great experiences until yesterday. For the past 24 hours, I ordered the same items three times and my transaction was canceled three times. I called the customer service and the representatives gave me different reasons why the transaction did not go through. It seems like no one really knows why and the worst part is no one calls me back to follow up!