Net-A-Porter

I have been a customer of Net-a-porter for years. Most recently, I ordered the same shirt in two different sizes because I wasn't sure which one would fit me properly. Once I determined the size that needed to be returned, I called them and got an RMA number. I got the return back to them after the designated 28 days -- and to my surprise, they mailed the shirt back to me stating that I had waited too long and the 28 days had passed. I was so surprised at this lack of customer service from a high-end luxury retailer. Not sure I will ever order from them again.

The Gucci ankle boots I ordered from net-a-porter.com arrived in lightning speed... less than 4 days. And came in a pretty box and packaging. Unfortunately, they were a tad too large for my feet so I contacted them via telephone to start the return/exchange process. The gentleman I spoke with had such a lovely demeanor to him and he immediately put me at ease. The whole return/exchange process was easy peasy and I received my correct size boots in a jiffy! HIGHLYYYYYYYYY recommended over the other luxury online website ssense.com who is crap at customer service.

Not honest - worse customer service. My 15% code didn't work, I chatted with a customer service as I was placing the order, who said that as soon as I place the order, I will be refunded. 4 weeks later, 5 emails, 3 phone calls and 4 online chats, I have yet to see the refund. Someone said they refunded the money - they didn't. Now they're saying the items were not legible. TAKE SCREENSHOTS OF YOUR CHATS. They are liars. I would never buy from them again.

They just started charging tax to Ca on 2017. I didnt know it till i placed my order. The things i used to like r free shipping and tax free. Now I dont need to buy it there. I can always shop at BG. Tax free and free shipping. Its not a good deal any more.

I placed an order for over 3000$US. In that order there was a silk Gucci shirt that was never sent to me. They put everything inside the box except for my shirt. The box was small and there was way too much merchandise already in that box. They are arguing that they do not have that shirt in inventory anymore, therefore they sent it and it must be DHL.
This is impossible. It is not DHL. Net à porter is a fraudulent company. I am not the only person to whom this happened to. This company used to be great, it is now the worst site from where to buy from. I will now have to report them to the bureau of consumer protection, file with visa to get a refund and make sure I expose this scam in the media. Absolutely terrible experience.

Half of my order was not included in the package (it was proved that it was not the carriers fault) and the ordered items really weren't cheap. The store refused to give me a refund even after multiple discussions with the service hotline. It was also proven that the recorded weight by the postal service was from the beginning not high enough, so that it was obvious that the store didn't include half of the items in the package. Finally I did pay for everything and could not get a refund for their fault!

I placed an order at over £500 for one item and paid the extra for next day delivery. I took the day off work as it had to be signed for. I thought I'd check the next morning for any tracking or delivery info only to see on my account that the item would be dispatched within 24hrs- was anyone going to tell me this if I hadn't checked? I rang Net-a-Porter immediately to ask what's going on and spoke to a girl who sounded like she couldn't care less. She informed me that there was a 'pull' up the front of it and couldn't be sent out due to quality control and would have to cancel my order. I asked if anyone was going to let me know if I hadn't checked my account but of course shed just found out her self. Now, which is it? Is it quality control or is a suitable one being dispatched within 24hrs? She didn't even offer the other one but insisted she had to cancel. I suspect lies, lies and more lies. They then had the cheek to ask by email if I was pleased with my purchase! Never again.

Ordered a bra and the fitting was awful, trying to refund it but it seems impossible and veeery complicated. No phone number to them is working and they dont reply to emails. They also use DHL to deliver your items and it was a nightmare, you basically have to take a few days off work so they can deliver the item for you (or you have to drive to a DHL center to pick it up yourself, even if you paid for delivery). Would NOT recommend.

I am a loyal customer of net a porter. I have bought a lot from them I am an EIP customer which it is said to be a special one for them. Is it? I wonder. As for months, after being sold to that investment fund it seems that it is harder and harder to get the refunds for a return.
Usually on all other online stores: my Theresa. Matches, I receive all the confirmation in max 3 days and the money back in 5 days maximum, at net a porter in 2-3 weeks after I write and write lots of emails, send pictures with the return, etc. and if I am lucky I get the money back in one month. A strategy to use the Clients' money in my opinion, until that so much waited refund confirmation is coming.
Anyhow, I do not want to be exhaustive, it is obvious that it is not the place to put your money in. Go and shop somewhere else. After downing do much in there, I would expect much different services.

I used to really like NAP and found that their customer service staff were helpful even when I was asking for RMAs to return stuf for refunds because my body or feet didn't suit the items I'd ordered. I've noticed that since they've got bigger, the replies to emails are becoming more mechanised and my current gripe with them is despite asking them to change my contact phone number on the shipping labels on packages, this hasn't been done and an obsolete phone number was quoted on the paperwork enclosed with my last order. How difficult is it to get such details changed?! Sorry NAP, I don't see myself giving you my business anymore if you don't look after your customers.

I purchased a Manu Atelier bag from them, and it was ruined the first time I carried it on a rainy day--pock marks, etc. They claim this is normal "wear and tear" for leather, and won't replace it. I paid upwards of $500 for the bag, and now I can't even use it. This is ludicrous--I've never had a leather bag that couldn't be carried in the rain.

Most unreliable service. Departments do not communicate with each other. I ordered same day on Friday. 5 days later still no delivery and no refund.
This has happened so many times now.

I tried getting some pants from this site i was going back and forth with them for two days they was telling me that ALL 5 of my card accounts was canceling my order and to speak to all my banks about this i had to put in a personal code from my bank to a lot of other outrageous process even spoke to a manager that told me it was really them that was canceling my order and i could not order from there site with no reason why at all i have never went through something like this in my life

If i can give Net A Porter less that one star i would!
I have recently purchased a Valentino bag! They sent me the wrong one!
I contacted the customer service, and provided pictures of the bag they sent, and asked them if they have the right one to exchange!
They didn't even bother responding to my question, they didn't admit that they sent a wrong one, and offered a refund!
I was chocked with the way this situation was handled.
As a costmor gone through the disappointment of receiving a wrong bag, and now have to go through the hassle of returning the wrong item, and waiting for a refund i was expecting a different response from them! So disappointed! Never ever going to purchase anything from them again, and advising everyone not to buy anything from NET A PORTER

Net-a-Porter used to be a great company, but it has gotten so incredibly horrible that l will no longer shop there, ever! I purchased a pair of extremely expensive ( $18,000) earrings and wanted to return them. L was just stunned that they require UPS GROUND SERVICE! Seriously? This isn't a clothing item, but a valuable pair of earrings and they should be sent back by priority OVERNIGHT SERVICE!

What decent company thinks it is acceptable to ship such a valuable item by ground service? Not only are there delays with ground service, but multiple lost packages, especially during both the pandemic and the holiday season. Oh wait…l get it! If the parcel gets lost, l am expected to wait for over six to twelve months for a lost package investigation before l receive a refund. No way!

I called both customer service and my personal shopper, Rosalia Romero, to request an overnight shipping label. Both parties guaranteed that l would receive either a response, or a new shipping label, within 24 hours at the most. I received neither. Instead, l got a lot of incredibly horrible attitude from their customer service department, the "special" customer service department that caters only to so-called VIP clients. What a joke! Although the phone number is different from the "regular " customer service number, it is the same representatives, and they are so unhelpful and dismissive.

Buyer be very, very, aware, especially when purchasing more expensive items!

HORRIBLE shopping experience!
I like their selection and their prices are whatever, considering everything is all brand names - obviously your going to have to pay extra for them!
HOWEVER... g-d forbid you have a problem with your order and have to contact their customer service... i would rather bath with sharks! I had to return a damaged merchandise that i spent >$1200 on, and it took >2 months!... Dont even bother calling bc you can never get through and no one will ever return your calls!... and cross your fingers if you send them emails bc they only respond to about 1/5 emails I sent them, never once did they apologize for their service/delay, even though I complained to them numerous times!... I would not order from them EVER AGAIn!

I do recommend: SHOPBOP BEST CUSTOMER SERVICE and great variety!

I ordered 3 items. I received 2 items one of which I was not keen on. I called to advise and asked if the 3rd item was sent separately. NAP advised everything should have been together. The girl said she will set up an investigation and arranged a return. I was waiting for contact, made another call and was told investigation was not set up and she would personally do this, I still had no contact and called again, the advisor wanted me to send a picture of the box. I told him that was returned with the item I returned. He again said he will expedite. Again no contact so called again and was told takes 2-3 weeks, spoke to alia manager who said will expedite again and send email. I received an email 3 hours later from someone else with someone full address name and mobile number. I called the person to advise DPA BREACH. I spoke to NPA who wasn't bothered but then I got another email about me returning another item. I am lost as to what is going on. I just want my refund and never to order from them again. Ridiculous customer service who understands nothing clearly! I have this persons personal data and they simply do not care as a company!

I have NEVER written a review about a website in my entire life but this site is great. Speaking on behalf of the fact ive tried to purchase designer/luxury items on other sites (including ssense.com) I give it a 5/5. I ordered a pair of shoes on sale and the shipping cost was free. I called a few days later on the number on the site to ask what day they would come in, the lady on the phone was the kindest person ive ever spoken too and the service was amazing. She told me they wouldn't get in until July 3rd, and i needed them for June 24. I was super upset and the woman on the phone could tell and she tried everything to help me and apologized many times and told me it must be a mistake because shipping usually doesnt take that long. I was super annoyed and figured they'd come in late but, they came in on the 23rd! Either she accidentally told me the wrong delivery date or she came through for me I was super happy. They came in perfect condition and Im very happy with my experience!

Such poor customer service, they reduced me to tears, literally.
First of all, the purchase started painful, I knew I should have stopped right there and then. After the purchase, I received an email that my order is on hold because they need to run a financial check. Lost 2 days because of that.
Secondly, the shipment was slow (UK to Germany). Comparable luxury retailers ship the products much faster. With this delivery speed, I might as well have ordered from an Instagram brand created a month ago.
Thirdly, with rare exceptions, customer care has been unhelpful. Actually, during the last call the employee hung up on me in the middle of a conversation after a somewhat lengthy pause!
This cemented my decision to return the parcel and to forget about Net-a-Porter like a bad dream.
I will not support NAP's business with my money anymore, there are plenty of other online luxury retailers providing much better service.
If you are thinking to place an order with Net-a-Porter, think twice, especially if you want your item delivered outside of the UK.

Wow... amazing that even Net-a-Porter would have bad reviews...
Every experience I've ever had on this site has been amazing. Shipping is fast and in beautiful presentation. Returns are easy. Love.

To anyone joining this to get 10percent off LYMA LASER do not bother. Following many phone calls and emails its false adverting. Its just a publicity stunt... sorry folkes if it seems like a great deal it's probably boollocks

I have never been more disappointed in a purchase in my life. I decided to shop at Net A Porter because in the past, I've always received my order super fast. However NAP cancelled my order without any explanation, and their customer service rep actually explained that it was bc my shipping address was different than my billing address as if this was some new wild concept and actually had the audacity to tell me that my work building, floor, and desk location didn't exist. Now I've paid for a Gucci bag and the amount posted to my account but I'm without said bag or a refund. This same customer service step actually hung up on me when i was upset about this. This whole ordeal resulted in 23 hours of customer service hell where i even took this to Twitter to tag their pathetic CEO to complain. Instead of actually helping me NAP blocked me. After finally getting in touch with a supervisor in their customer service we were able to order the item but now I've paid for it twice and just exhausted and frustrated. If you're reading this review and unsure about NAP be assured that you should take your business elsewhere. How can they actually get away with this?

It seems that Net-A-Porter are unable to process their returns efficiently or quickly! Customer service advise they have received a large amount of returns and they are working through them! It seems quite clear that they need to employ more staff and these delays shouldnt be an inconvenience to the customer! This seems to be every time returning to Net-A-Porter & not an isolated incident! It is worse when they have had promotions! But then you would think it was sensible to employ extra staff duting promotion period to deal with large amount of returns! When asking customer service to speak to a supervisor they advise I should call back later! Even requesting a call back or email was met with similar stupidity as I was told a supervisor may not get back to me for 48hrs! I think they should rename customer service to NO CUSTOMER SERVICE! Matches however run rings around Net-A-Porter & have a far more efficient & professional attitude towards their customers!