Net-A-Porter

I ordered a pair of shoes from Net-A-Porter and from start to finish it was a disaster. Their team put in the wrong shipping information so my item was greatly delayed, when it finally did arrive it was the wrong product. I mean literally- wrong size, wrong actual shoe- everything was wrong. I called them and now due to the delay the shoes are sold out everywhere! With shipping and duties the shoes cost me $1000 to say nothing of the time I wasted trying to reach them. Their customer service team is atrocious and have done absolutely nothing to remedy this. DONT WASTE YOUR MONEY! DONT WASTE YOUR TIME!

Distinguished selections of designers, latest trend, outstending customers service, exquisite packaging, fast delivery, very easy returns, fast refund.
You can really trust this website

This website is amazing. I like everything about it. They deliver fast and use pretty packaging. It is easy to return items. I am very happy with the experience.

Absolutely appalled at the customer service received from Net a Porter (which seems to be a common theme across most people who have dealt with them).

No response to emails (it's been nearly 2 weeks with chasers and not even an acknowledgement of my message(s)).

Their instant messaging service is a joke (seems like it has been outsourced to a SSC). My first interaction resulted in them ignoring my message for 3 hours then coming back and telling me they "went on lunch which was more important...". It took a total of 7 hours for me to register my faulty product with them. I have still not received confirmation of a replacement which frankly is not enough considering the delays and the amount of time I have had to spend on this matter.

Net a porter does not stock anything Clothing/Accessorise wise that Matches or MyTheresa don't (who both offer exceptional service) or anything skincare/makeup wise that Space NK or Cult Beauty (who also offer exceptional service) so I strongly advise you use this retailers.

The only resolution I see is to ask my card provider o block this transaction until they bother to respond to me

ONCE BITTEN, TWICE SHY
Same deal as already written many times before. Returning an item over AUD$1000 means that you will not get the full cost refunded as NAP has paid the GST and duties and only they can claim it back. Effectively cost $471 to try on a coat and find out it was too big!
You only fall for this once and I don't think I will shopping with NAP again.

Ordered goods 09DEC (2 blouses)
First time user, was so excited.
Was emailed to advise I needed to call bank to obtain Authorisation code, was odd but duly did this and emailed company back. Yo which they responded this would be passed on to finance and items to be posted. Paid extra to have items delivered on chosen day when I would be home. Christmas Party awaited the next day. So waited most of the day and no delivery. I checked order online and it said Not Dispatched. I started to panic! Called New-a-Porter hoping it was all a big mistake. No. They said they had debited a £1 from my account and needed me to check. Hello? None had called/emailed to advise there was further security measures in place being a new customer? I am fuming! The customer serb vice is zero. No explanation as to the non delivery of my items. They are com pellets terrible and can offer no apology for the non deliverance of my two blouses. DO NOT USE NET-A-PORTER! Completely pointless exercise and wasted my whole day waiting for items that were never going to arrive... I paid £995 plus £8 extra postage... from a very upset first time customer, Clara Maguire

Net-a-Porter used to be very good, now it has absolutely ineffective customer service and sluggish processes. On this occasion, Net-a-Porter have continually put the wrong size item for the delivery and after a month of getting it wrong I was instructed to cancel the order as they were not able get it right. When this was escalated the order was further delayed and the manager to whom it was escalated simply ignored some of the issues raised. Net-a-Porter is completely divorced from responsibility for their continued gross mistakes, unreasonable delays and breaching their own deadlines. After over a month of going back and forth with the customer services team, the size I ordered sold out. Despite numerous complaints and escalations they have not kept it aside to be able to correct their mistake. They didn't offer any compensation for extended delays, holding the money and ultimately not honouring the order. It used to be unacceptable and the Net-a-Porter customer services team was able to actually fix a problem - now it leaves you lost for words. The quality of service is unbelievably low and not appropriate for what it supposed be a luxury goods business.

I used to love NAP and found their selection and service very good, but have found that since they sold their company the quality has gone down. I have continued to purchase from them if I find something I really like, but this is just unforgiveable.

In 2017, NAP started charging sales tax for purchases from other states such as MA. MA charges no sales tax on apparel items under $175, and starts charging when the price exceeds that. So for example if you buy something for $200, you get charged 6.25% of $25. (You can easily find this information online: http://www.mass.gov/dor/individuals/taxpayer-help-and-resources/tax-guides/salesuse-tax-guide.html#apparel)

They have been charging sales tax on the whole amount if the item is over $175. Earlier this year, I pointed this out to them, and they said I was right and they would refund me (but I ended up returning the items so it was a non issue). Now it is the end of May, and they still have not fixed this issue. I find this borderline criminal and extremely dishonest of them, especially as they have been notified of the issue. They are essentially overcharging certain customers for tax in certain states!

Other sites such as Neiman Marcus calculate the amount correctly (I even put the same dress in my cart to double check!) You would think in today's world with the technology we have this would not be so difficult. So if you do decide to purchase from them, double check the math and be careful!

I was a long time customer and bought many things from them. I had bought a shirt and a pair of shoes and decided to return the shoes and got an RMA number and after I had done it online decided to return the shirt as well. I called and got an RMA number and put both items in the same box. They received the box that had both items, and returned the shoes but said they never received the shirt. I tried to deal with them for a month about this and the CUSTOMER SERVICE was the worst. So I called my CC company and told them and they credited me for the return. Now Net a porter said they don't want me as a customer unless i pay for the shirt that I returned. I said NO thank you I don't want to be a customer of your site any longer.

WORST EXPERIENCE EVER

I am so very unpleased with this Net a Porter. I wanted a nice shirt for my new day at work in a big business. They sent wrong size! After much backwards and forwards I finally got my right Shirt a week too late. VERY RUDE SERVICE.

I'm very unhappy with the customer service, at first they needed me to add my work/shipping address to my credit card, I did that RIGHT away, and it took them the NEXT day to tell me it didn't work, So I had to call my bank AGAIN and confirmed that my address with related to the card, and than they never let me know if it was OK. Until I checked online the status was "awaiting shipment" and it stayed at this status for another whole day. This delay, delayed my shipment by 2 days, and took another 3 days for the package to arrive to Canada. I could of had it by the end of the week and used it for the weekend, but it was too late. I emailed customer service and I called them! But they were very SLOW and honestly don't really know what they are doing. Very disappointed with their system and customer service. The only think that made me add a star is their nice packaging. Also not very happy with the website in general, I would only buy from them if I really could not find the same product anywhere else. They never have free shipping coupons or any kind of coupons for us Canadians to use. No benefits at all.

Tried purchasing the shoes but my order was put on hold. They were asking me for a verification code, which absolutely and undeniably CAN NOT BE PROVIDED BY MY BANK. I bank with Wells Fargo, I have a business account and I purchase overseas on regular basis, and never I have been asked for this kind of verification. So I couldnt buy the item because I couldnt produce something that is unobtainable, even though they claim its a 4-6 digit code. WTF! I canceled the pending transaction, went to Neiman Marcus and dropped 10k. Bought exactly the same shoes and no headache. I will never ever go on this website again!

Good evening

You undertook a contract with me when i adhered to your policy and £8 pounds charge to purchase an item.

I ordered this item before 3pm on Thursday the 11th October on next day delivery which was paid in good faith. The monies left my bank account straight away. I received an email confirmation of the purchase being on next day delivery. Then nothing. I was expecting this purchase on Friday the 12th. But nothing, no further correspondence which caused me to call you to be told it would be sent out and received either this evening OR at latest tomorrow morning. NOT Monday….

This maybe a trifle thing to you selling high ticket items and £1000+ bag for your company being pocket change, it is however, disgusting service and i will be sending the item straight back as part of the distance sale act. I will then spend my hard earned money at Saint Laurent direct. Who i am sure will welcome my money.

I will never grace your site again. Remove all my details from your data.

I am a very unhappy customer, reviews will be added to any relevant site for future buyers to read.

I've shopped this site for years and always had great experiences. This was my first time buying anything on sale at this site, but I had no idea that my order would be shafted to the absolute bottom of their priority list because the items I purchased were on sale (but still totaled more than some of the items that I have purchased from them for full price).

I have ordered multiple things also on sale online from other luxury retailers in the last two weeks and have received each item promptly, but net-a-porter has yet to even dispatch my order, 3 days and counting since I ordered it. An inquiry to customer service resulted in a rude email explaining to me that my SALE ITEMS would be sent to me when they were good and ready to send me my SALE ITEMS and that they were experiencing a high volume of orders and, basically, had other priorities. Well then, back to Saks for me.

I order items October 30 I have not received my items yet and its November 5 the number to call is always busy. And they didn't answer my email too. This online shop is the worst!

I have used you before and never had a problem but now I am in the process of trying to obtain a refund for a very expensive evening dress. It was too small and arrived without the slip that was meant to be included. I returned it immediately and let them know the slip had not been included. Now they say I did not return the slip and also the ribbon belt ( which I most definitely did return) is missing too.The dress was returned 28th July, it is now Aug 21st. No one contacted me to say there was a problem and I have now contacted them 4 times re my refund, only after the 3rd contact did someone say there was a problem. Now it is my word against theirs. Why would I keep a ribbon belt and the slip? Each time they tell me the issue has been escalated and they will contact me in 2-3 days but no one follows up.does. I am in the process of getting legal advice to recover my money as I am now paying interest on the purchase amount on my credit card.you have no legal right o keep my money and you customer service is appalling. Get this sorted and I will amend my review.

It is so sad to know that the once professional and fantastic service provided by Net-a-Porter is no longer present.

In Jan 2016, I ordered a bikini top and bottom from Net-a-Porter. After receiving the item, I realised that the bottom did not suit me as it revealed too much flesh. It was the type with strings to tie at the side and the brief portion had frills lining it which bunched up and thus covered very little skin. Therefore, I did not try the brief and returned both the top and bottom.

Net-a-porter sent me an email saying that the bikini top was refunded (minus shipping). I enquired about the brief and they replied saying it is stained. I asked which part was stained and they did not tell me and insisted there was a stain. I was very upset as I did not even try the brief. I told them this is very unfair as I was sure I did not stain it and returned it in the same state as I received it. They then replied the stain was under the protective sticker?!?!? I was outraged but they still insisted on returning me the brief.

In my exasperation I told them forget it, just return it to me but send me the bikini top as well. They said the bikini top is no longer available and I can only receive the brief back. I told them what do I do with the brief only?! They expected me to order through the website and pay for shipping a second time or keep a $50 brief for no reason.

Net-a-porter you are such a fraud and I will never order through your website again!

I have been in contact with Net a Porter customer service for the past 6 weeks and have now had to start proceedings at the Small Claim's Court because they are now ignoring me.

- What happened -

I accidentally posted over £700 worth of clothes to Net a Porter by mixing up the labels. Net a Porter received my parcel (confirmed by their customer service team). It is not Net a Porter's fault that I sent them the wrong parcel, but the items inside the package are still my property and Net a Porter have no rights over them.

- What Net a Porter said -

When I realised, I contacted customer service who said they would search for the parcel and reply to me imminently. 6 weeks later (!) they seem to have lost the parcel and have told me they will compensate me for the value of the items. I have given them receipts and all information necessary to compensate me or return the items. They have now stopped responding to me and have not returned my items or compensated me for them.

I have no other option but to go to the Small Claim's Court to order Net a Porter to return the items or compensate me for them.

This is extremely disappointing. I have always had such pleasant experiences with customer service teams from other brands. I have never been ignored, told to wait for replies that never come or treated in such a poor way as with Net a Porter.

Before I start, I would like to say I haven been a loyal customer and big fan of Net-A-Porter since 2006.

Off late the company has been sold again, this time in May 2018 to a Swiss headquartered luxury group headed by a South African magnate.

While trying to purchase an item (Product Code: *******), it was suddenly made unavailable. There were two sizes (FR38 and FR44) left so it would be impossible to sell out in one minute.

When I contacted their customer service officer, they just told me to clear my browser history and cookies.

The stock still displays as "available" on the website. However, it just can't be added to the cart for checkout.

Worse still, a few days ago my order number ******* was abruptly cancelled and I was informed that the item I had purchased was suddenly out of stock.

A few days later, another Net-A-Porter customer service officer contacted me about the availability of the item again and when I called back, a different officer told me it was not available in the system!

To date, they have ignored incident one and just e-mailed template responses to incident two.

This 12-year loyal customer of NET-A-PORTER is taking her business elsewhere to other multi-brand e-commerce companies that actually provide after-sales service or decent customer service and not outsourced, inexperienced call-centre staff who can easily be automated by AI or artificial intelligence using the same cut-paste template.

Enough is enough.

Net a porter order confirmation and customer service is frustrating and very ineffective.
I am a long time customer in the USA.
I recently tried to order items in Hong KOng for a wedding. With no success at all.

I placed the order and paid for same day delivery.
A few hours later i received a message saying they needed to do a credit card check by placing a small amount on the card. I have tons of credit available on this card.
Three days later I am still waiting for their credit to arrive into my bank account. No credit= no verification= no order delivery.

Four calls and over 20 minutes waiting for help and they can offer no solutions. I offered to remove items to lower the amount. No go. I offered to pay with another card. No go. They say, just wait for the credit to arrive. I wait and wait... I visit the bank. I wait and I wait.

It is very understandable and wise that Net A Porter wants to avoid fraudulent transactions. However why are they using such an antiquated system?. The credit card I used is signed up with the bank to provide second tier verification by sending a passcode to the registered cell phone. Why doesn't Net a Porter use this system like most other businesses in Hong KOng? Subsequent to this issue I have been able to successful make a number of large purchases using the same card. All immediately verified through more modern systems and technology.

Get your act together Net A porter. You have now lost this previously satisfied customer.

Awful, awful customer service. They are quick to take your money & not at all willing to resolve issues that may arise. This company is awful & only out for your money.

Worst service I have ever encountered - impossible to return and I have a forty page thread to prove it. It should not be this hard to do a ()&#&$)&% return. Never using them again!

Try working with the unprofessional so called customer service managers - rude - with not much experience - the customer service managers have less then 2 years of experience and believe me it show.