Net-A-Porter

Here is my experience with NAP.
I decided to buy a present for my wife. So, I found what I was looking for on NAP Internet site. Since it was a gift I wanted them to send it to my work instead of home (not to ruin the surprise).
1. I place an order and received conformation.
2. I received another email from them several hours later saying that they are not able to verify address with my bank.
3. I called their customer service to find out what is going on with my order. I was told the same thing – that they are not able to verify billing details with my bank. I explained that the card that I am using for the purchase is linked to the shipping address and there is all information in my bank. I fact I have been using this card for long time. I shipped to my work all the time and never had any issues regarding confirming billing details. So, I left my bank's phone number and I was told that they would call back.
4. Received call from NAP. Rep said that they will cancel the order because they do not trust the shipping address. I called my bank. They told me that the address was confirmed. I asked NAP rep for an explanation and all they could say that we do not trust. How is that possible? Card is mine, billing and shipping is confirmed with my bank through credit system, I provided all info to prove that it's me and they still cannot ship!? On NAP site it says that you can ship with a signature so I will sign for it and if I am not available they would leave a slip. Also, I could ask for delivery without confirmation so they would just drop package by the door. So they are not liable for what happens to package. Girl on the phone could not give me a good reason or explanation. She said it's finance department. They are the ones who make decisions. She also told me that it's my problem and I gave them address that they could not trust. Well, that's my address and that's why we have credit card system to prove that. I asked if I could talk to finance department do they can explain. She said that they do not talk to customers. WOW! NICE SERVICE!
5. Finally they just canceled my order without an explanation.
In summary I will just say that it was a complete waist of time placing order on NAP site. The surprise for my wife was ruined because I lost time going back and force with their "customer service" for no reason at all. Time has gone and even if I find replacement for my gift it would be too late. Very poor customer service. No explanation given. I shop a lot online and luxury goods are not exception, but I will never buy anything from Net-a-Porter again. I suggest you to think twice before placing order. Just stay away and find a good alternative.
Alex
Order # *******

So, I placed an order from Net A Porter. The first delivery attempt was unsuccessful. I called the number on the UPS ticket and asked if they had any idea when the next delivery attempt would be... Unfortunately I would not be home to accept the package on that day. I asked if they could leave the package at the warehouse for me to retrieve it there. I was informed that I had to contact NAP due to their "signature" requirement upon delivery. So I then reached out to NAP explaining to the customer service rep that I would not be available to sign on the next delivery attempt. The rep said that if I was NOT available then I could have my package re-directed... GREAT! So I gave the rep my sister's information to have it delivered to her home... I know she'll be there to sign for it because she works from home. The next day I received an email stating that my sister's address did not meet their "re-direct" criteria. I then called NAP explaining everything she asked if I wanted to try ANOTHER "re-direct" address. I asked her what was the criteria you must meet for the re-direct... AND SHE COULD NOT EXPLAIN! So WHY would I give ANOTHER address just to WAIT for ANOTHER DENIED EMAIL! I asked the rep can my package just STAY at the UPS location and I'll just pick it up myself. Would you believe I was told NO! So to sum this up I placed an order from NAP my money was dedicated IMMEDIATELY... the first delivery attempt was unsuccessful... I asked if I could sign for my PAID merchandise at the UPS store and I was told NO it must be delivered and signed for. Well what is the difference if I sign at home or sign at the UPS store?! IT WOULD STILL BE ME SIGNING FOR MY PACKAGE! I WILL NEVER ORDER FROM THEM AGAIN!

This is my first review I have ever written on the internet. In all my years of online shopping, I have never had an experience like this. I made an order for a $850 belt. I tried to send it as a gift to a friend in a different state. After an hour of putting in the order I realized I had made a mistake on the leather type. I quickly made a new order and emailed them to cancel the first. They emailed back that they canceled the order. But not my first order, the second! By the time I emailed them back they said it was already shipped out. And so I put in my 3rd order for the day. I quickly received a order confirmation. But within an hour I received an email stating that the order has been canceled. When I called them they said it was because The billing and shipping address didn't match. Ummm so why did the first order go out!? So I asked them to please figure this issue out because it is a gift. They said that it's ok and I can put a 4th order in. So I did and wallaaaa it got canceled. This time they said they need a authorization code from my bank. I Called the bank, the bank said it was odd they were requesting one but gave me the code anyways. At this point, upon the advice of mr porter, I made a new order to my home. This way the billing and shipping are the same. But wallaaa it got canceled again! Mr porter said to make a new order with a different credit card. Mind you, my bank did not have an issue with the purchase. As for the first order, it got returned to sender but my credit card was still credited $850. Let's try to get that money back.
I'm conclusion: don't attempt to make a purchase there.

DO NOT PURCHASE WITH THEM.
Terrible return service! And I believe they sell fake things charging regular price!

Huge discounts on some of the best designer names - clothes, shoes, handbags, sunglasses

Lousy, dishonest people. Don't know why anyone would business with net-a-porter.

A very trustworthy website. Ordered few times and always getting my shipment earlier than expected!

Authentic designer item! It' so easy to return items!