Net-A-Porter

A retail company that does not care about the customer at all
Net-a-Porter has seemlessly delivered the goods I ordered. None of the items worked, so I sent them back within te return period as instructed. The taxes and duties of over 1500 USD I had seamlessly paid net-a-porter were not returned with the cost of the goods. When I contacted Net-a-porter requesting this amount, I was told rules for the US site is different for UK orders and I should have known that it is US site from the currency and that I should hire a customs broker to get this 1500 USD back. They did not offer ANY help. Did not send me any documents, did not refer me to anyone/customs brokers who can help.
If you're ordering from UK - do not do it, it's a scam. I am very unhappy with how little help I got, given the amount of money involved and I contend that the site and the whole ordering process is misleading and is susceptible to such errors. Net-a-porter does not take any responsibility nor try to help in any way. There should be consequences for this.

I've been a customer of Net-a-Porter for so many years, and I noticed with time poor quality and how the company went down in general of all services.
Unfortunately, a customer has no voice or support, to be short, I would not recommend anyone to purchase fine jewelry and watches from them, the Cartier watch I last purchase came with scratches, I barely took it out from the box, I didn't like the size and returned right away, needless to say they blamed me for the scratches, I had to contact the company to find out why the refund was taking so long, I finally heard from a personal shopper saying that I damaged the watch. Really!

All I can say, no one had the decency of following up with me and explain ti situation or ask me questions, instead they decided to refuse the return and send me the watch back, so now I'm stuck with a over 11k watch that looks too big on my wrist and I am being penalized for something I didn't do.

Shame on everyone… and PS have no idea of anything besides to try to make commission on your back without giving any support.

Caught this site falsely claiming that a Prada sweater they were selling was made in Italy only to discover that it was made in Indonesia! This site is very shady! Beware.

I am writing to express my profound dissatisfaction with the lack of follow-up and response from your company regarding my recent request for a refund or replacement of the Bottega Veneta Andiamo Bag, order number 2208ZDPF*******M, which I purchased on Thursday,24 August 2023

It has been 1 month since I initially reached out to your customer service team regarding the issue I encountered with the Bottega Veneta Andiamo Bag. To summarize the situation, the bag suffered extensive damage after minimal use and the leather is not as expected quality and did not meet the standards that are consistently associated with Bottega. I promptly contacted your customer service department on the 2nd of January 2024 to request either a refund or a replacement for the defective product.

Despite my efforts and patience, I have not received any acknowledgment of my request, nor have I been provided with an update on the status of my complaint. This lack of communication and delay in addressing the issue is extremely disappointing and goes against the high standards of service that I have come to expect from Net-A-Porter.

I have taken the step of involving legal counsel. I have CC'ed my lawyer on this email, and we are prepared to initiate legal action if necessary. It is regrettable that it has come to this point, but after 1 month of no response, I have no other recourse.
I would appreciate a clear explanation of the status of my refund or replacement request, as well as a timeline for when I can expect a resolution.

Items came quick but was shipped from hongkong. Box and shoes were damaged. Disappointing from a supposedly premium site.

Not overly expensive online store. My wife ordered a dress there and received it a few days later without any problems.

Customer ID: *******

I have used Netaporter for several years without complaint, but my experience with them recently was APPALLING.

I ordered a skirt from them that I had spent an hour trawling other websites trying to find as it was sold out. I received an order confirmation email and assumed it was being shipped shortly. Four days later I had heard nothing so I contacted them, only to be told that my order had been cancelled without any explanation and they failed to inform me. When I tried to re-order the item it was sold out, as it is in the whole of London.

I called Netaporter FOUR times and emailed them SIX times to discuss the issue. A day and a half later I got a call from Customer service supervisor Rita, who told me it was their fault for not having advised me at the time of order that they had cancelled it, but all she could do to compensate was put me on the waiting list and give me free delivery if I shopped there again.

For a company of Netaporter's calibre to demonstrate such poor customer service and not even compensate me for the fact I can no longer get the item I bought anywhere in the UK, ENTIRELY due to the fault of Netaporter cancelling the order and not telling me, is appalling.

Man this company sure craps the bed in the customer service department - please i beg you go to Nordstroms

To say that I am disappointed is such a gross understatement, and such a subtle way of expressing my real feelings with this shoddy and grubby company. I have purchased so many things from them, and when I recently bought an Yves Salomon jacket from them, I took it out of its bag and from that moment I realised it was literally falling apart in my hands. Net-A-Porter immediately took a huge step away from standing behind the products they sell, and simply said the maker of the garment didn't think there was an issue, and that that ended the matter. It was an extremely expensive jacket and more to the point, it was in very poor condition, and very poorly made. If a company are selling a designer's products and charging adequately for them, they MUST stand behind them, and not offer the most pathetic feedback to customers as to why they are alone when it comes to issues. Net-A-Porter CANNOT be trusted with your money and with your welfare when it comes to endorsing what they sell, and they are skilled in sidestepping and avoiding acknowledgement of any issues, simply stating that really, it's bad luck on your behalf and that your hard earned money has been wasted. As a loyal customer and someone who has really spent good money with them, I am stunned at the treatment I have received and really disgusted at their stand on the whole customer service, and lack thereof. This is not a company anyone should trust, as when something is not right, they will not feel any amount of ownership for what they have sold you, and you will be left with poorly made, and in my case falling apart clothes, and your money is blown. What a sad way to end a relationship, and what a truly horrendous and narrow perspective they have, in terms of how to treat customers when there are issues and concerns.

I have heard how amazing net-a-porter is so I decided to order from them for a dress to wear to a wedding. I was ordering over a holiday weekend, but with their "FREE 3 DAY SHIPPING" claim I did not feel the need to add rush shipping as it would come to day before the wedding. BIG. MISTAKE. When I hadn't received a shipping confirmation from them 48 hrs later I called customer service. She told me the "three-day shipping" meant it would be shipped from the warehouse within three days! HOW STUPID ARE YOU OR HOW STUPID DO YOU THINK I AM?! When I asked to speak to a new representative she placed me on hold to then come back and say there had been an error in my order and that it could not be shipped until the error was fixed and they didn't know when said mysterious error would be fixed. That's it. I asked could I order the same item with overnight shipping now and I'll return the one arriving late. No overnight shipping. And they don't deliver on weekends. So no, that wouldn't do either. To boot, even though there was an "error" on their part there was ZERO done to recover the sale/customer. Ridiculous. Will not shop here again.

I was browsing Google shopping the other day and I saw that Net-A-Porter had a specific limited edition fragrance product from 2018 (it was released in summer of '18 in limited quantity, never to be released again) listed on their site and it had a "back in stock" label on it.
My gut told me that this was a listing error, and it was actually another version of the product, but I thought there may be a chance they actually have the limited release product that I was looking for... who knows, right? Maybe they got ahold of some back stock from somewhere? Lots of possibilities, you never know.
Well, I decided to go ahead and purchase it... what could go wrong? Lol!
It turns out that my initial instincts were right. It was a listing error. The product they shipped me was not the product that they had advertised on their website. It was a different version -- it was the regular version of that fragrance, not the limited edition that they were advertising. I notified their support rep via their online chat about the problem, and they apologized and immediately gave me a return label. I shipped it out, and they received it... and that was TWO AND A HALF WEEKS AGO. I've contacted their support three times since then and I've been told the same thing every time. They say they're looking into it, and it will be refunded back on my card as soon as they do. They won't give me any kind of a timeframe, and fun fact -- the bad product listing on their website is STILL UP right now, as I type this, even though I specifically told them what was going on and they were listing the wrong product. Does anyone actually work there? I'm giving them one more week, if I don't get a refund by then, I'm contacting my bank and asking for a chargeback. I will update my review if / when something new happens, but as of right now I am extremely disappointed in the quality of their customer service, despite the fact that their support reps are friendly and responsive via the online chat link on their site. If I had to guess, I would say that those folks are working for an outsourced firm, and that's why they're the opposite of the people who actually work for Net-A-Porter in the service / refunds department.

Website description not accurate. Charged more than another site and would not credit for difference. Customer service NOT consistently courteous.

Worst experience ever, i have been waiting for my refund for more than a month and nothing yet!
I need my money back

Waiting for my return and an exchange for three weeks now.
Customer service hotline —> noone answering.
Email—> noone answering

This is a very poor customer service for a company that is selling such expensive products.

Approach this company with caution. I have been a customer for years, but recently received a pair of $1500 boots from them that showed signs of having been tried on and returned a few times. Some small marks on the right shoe, some wear on the edges of the suede on that same side. They arrived unzipped and with the "belt" around the ankle unsnapped and loose. The paper in the shoebox was crumpled. They were not in new and perfect condition, in other words. They did not fit me, either, so I completed the online return request. But in doing so I read the stern warnings about returning all shoes with unblemished soles, etc. So I contacted Customer Service telling them that "perfect and unblemished" was not how the boots looked when I got them. I asked for reassurance that I would not be blamed for what I did not do. I got back an e-mail telling me to send the boots back and they will let me know when they get them! So now I am an EX-Net-a-Porter customer. At least I know that I have to fully document this disaster of a transaction to protect my rights (I am protected against such dishonesty under my credit card contract), but I am floored that a company would treat a longtime customer this way.

(Follow-up: I did get my full refund in the end. But this was after I finally got someone on the phone and nailed her down to say -- and this took some doing -- that I was on-record as having reported faulty goods received, so I was safe. Whether that affected my refund, I cannot say, but I would caution anyone thinking of purchasing shoes from this company. I have never had an issue with other goods from them... just these shoes. And by the way... when I was photographing my shopworn, $1500 boots from every angle, in bright sunlight, I noticed that the heels had been heavily buffed so that there were ugly swirl marks on the sides. So they had obviously been returned in less-than-perfect condition before, and polished up to be sent out again! Terrible.)

I ordered a dress from the web. Very nice quality with nice bag for my dress. Delivery is fast as I expected. I am happy with the service.

Paid for the speed shipping... 4 days before... (Do not ever choose that option)
Will see when im going to have it...

I ordered a pair of $1300 boots which arrived (obviously) damaged. Their attempt (if you could even call it that) to address the issue was horrible.

Fantastic selection and shipping. Advice from fashion advisors hasn't always been so good. If you need help, shop the department stores.

I bought a pair of Tory's sandal n Michael kors handbag, absolutely love them great packaging, will order more my favourite site so far.

I ordered Christian Labouttin shoes at 600 USD they sent wrong size having mis reported the equivelant size in european sizes

Then deny they did so and fob me off, they refuse a return

Banditsi

DO NOT BE SEDUCED by the fancy styled website and assortment of luxury designer products! To all international shoppers, especially in Canada, be careful!

First, site does not specify tax on delivery fee but checkout will add tax. Second, DPP (duties pre paid) does NOT mean paying for erroneous duties that shouldn't be charged in the first place. I purchased 2 JBrand bottoms I know are made in USA as I have both in different purchased elsewhere. According to NAFTA Free Trade Agreement between US, Canada and Mexico no duties will be collected by these governments if items are imported and made in these 3 countries. Net a Porter charged duties for American made items that took me 3 calls and 3 emails to have them check product itself before they believed me. I had to educate them about NAFTA but still they said they want to charge all duties and taxes upfront and will refund and email me after order dispatched i. E. Sent out for delivery!

Any other reputable retailer would not have charged in first place and then made necessary adjustments for their error immediately before client credit card charged! Well not so much with Net a Porter.

I did not cancel order as items only $300 and will use to test the entire sale, refund, customer service process. I hope to get items soon and most of all a refund for duties Net a Porter are not entitled to charge or keep. I envision at least 1 more follow-up call and email to sort out. Thank god for toll free lines.

Overall, huge hassle and time consuming. Also, must rely on own knowledge of international shopping agreements between countries! NOT WORTH IT! Shop elsewhere.

I just love this site I have been shopping here for about 3 years and I have never been disapointed.