The Outnet

I ordered a very expensive Stella McCartney bag(this was my Valentine's present from my husband) and they sent a different bag. They were very rude about it but did refund my money.
Second order, I ordered a baseball cap, also Stella McCartney and they sent a different sized hat and the brim was DIRTY. The were so rude about that as well. AVOID this shopping site; they used to be good but now they are TERRIBLE.

Arranged premium delivery on Sunday so that I can get the bag for my holiday...

Partner waited at home to received parcel... got a call to say they rang the bell and no one answered! They had moved on and arranged redeliver the following between 10am-6pm next day!?!

My partner said the doorbell never went! He was in the front room! Call them an hour later and they said the driver has finished work and won't redeliver!?! I was give a time slot of 3-5pm!?!

No manager on duty and the employee apologized but said 'I don't know what you want me to do about it!?!' Great customer service!

Ruined my weekend, holiday and first time shopping experience at this site!

P.s. WHY WOULD ANYONE ORDER PREMIUM DELIVERY ON A SUNDAY AND NOT BE THERE TO RECEIVE IT!?! COME ON!

Always had positive experiences with them, not sure why their rating is so low on here. Only experienced delay in shipping during a sales period but other than that super fast.

The OUTNET needs to be sued and put out of business! I spent 2,000 bucks In August 2021, it has been over a month they claimed they delivered it but I never signed anything nor did I see anything left from UPS on my door saying they tried
to deliver the product. I called and spoke to customer service who said they were opening up a claim with UPS and would take no more than 10 days to get back to me, weeks passed I called again and asked for a Supervisor the lady said she couldn't transfer me to a supervisor, but someone would contact me in a few days. It has been 3 days and still I have not heard anything. I will probably have to open a complaint with my bank smh. I will also put a complaint in with BBB>

I bouth 2 dresses for Christmas parties with next day delivery. Not only they haven't arrived but they don't know when they will. I asked for a refund as I needed for this weekend and I've been told that the refund will be done once they will receive the shipment back as at the moment is lost somewhere in DHL hands. I DO NOT RECOMMEND THIS WEBSITE!

I returned the item a week ago and it hasn't finished the quality checking. I don't know how long I need to wait for the refund. Worst return process I have ever had!

Purchased a dress on Dec 8 for NYE to be shipped to JKT and until now (22nd Dec) not yet received! Customer support service level is so poor! Unable to give any information! I asked them to contact UPS to check, so they promised to send me email explaining what's going on, but guess what 3 days after I got nothing from them! Then I had to look for the customer care of UPS in JKT and they were honestly more friendly, more helping at least they sympathize with what the customer is going through (not like the robots of OUTNET customer care who were even irritated that I was complaining)!

Actually I did read the reviews of this website before I placed my order here, but the price looks really nice, so I still decide to give them a try, but I MUST say that is a totally wrong decision, first of all, they don't put the right information of the product, I saw an Alexander Wang backpack, usually the other website will tell you it is Marti or mini Marti, but here isn't any information about it, the original price looks like it is Marti though, as soon as I received it, I found it is a mini Marti, this is totally cheating, and I requested a return right away, turns out they charged me return fee without any notice and they didn't put the return fee in there website anywhere, never ever use this website, it is totally a nightmare!

I PURCHASED THREE SWEATERS FOR MY DAUGHTER WHO LIVES IN NEW YORK, THEY NEVER DELIVERED THEM AND SID SHE COULD PICK THEM UP AT A MICHAELS STORE, SHE WENT AND THERE WAS NOT A PACKAGE THERE. I HAVE CALLED AND EMAILED SEVERAL TIMES OVER THE PAST TWO WEEKS, I WAS PROMISED THAT IWOULD BE CALLED BACK BY SEVERAL REPRESENTATIVE, NEVER HAPPENED, I HAVE EMAILED WITH NO RESPONSE OVER AND OVER AGAIN. THEY ARE ABSOLUTELY CRIMINALS AND NO ONE SHOULD EVER SHOP THERE!

I ordered several coats and shoes worth of $2.5K. They promptly emailed me requesting an "authorization" from my bank for this transaction. I called my bank which said they don't give out any "authorizations" and the transaction went through as normal. They gave me an 1-800- merchant phone line for the Outnet to call in case they had any doubts about the payment.
I then emailed the Outnet who informed me that everything is okay and they shipped my order.
Upon checking the UPS tracking # next day it said the merchant requested the packaged to be returned to the sender. I emailed the Outnet who informed me that "there was some issue with the payment".
I then checked my statement and the amount was not even pending anymore -- it was debited to my account.
Hence I ended up with NO goods, and lost $2,500 to a phony company. Of course, I then emailed the Outnet requesting the refund on the payment, and got NO response. I then had to file a dispute with my bank and now waiting on the outcome (the funds were not posted back to my account yet).

Conclusion: STAY AWAY form this SCAM company and save yourself a LOT of headache, unnecessary stress, plus a ton of time wasted on emails, phone calls, etc. not to even mention the lost time AND funds $$!

DO NOT BUY ANYTHING FROM THIS COMPANY
DO NOT BUY ANYTHING FROM THIS COMPANY. JUST STAY AWAY... THEY ARE FRAUD... THEY CHARGE YOU AND TAKE THE MONEY ROM YOUR BANK RIGHT AWAY...
I RETURNED THE ITEM TWO WEEKS AGO AND THEY RECEIVED THE RETURN. THEY HAVE NOT REFUNDED MY MONEY YET AND KEEP TELLING, NONE SEANCE... "YOU SHOULD WAIT"...
THEY HAVE STOLEN $700.00 MY MONEY. I CLAIMED A FRAUD TO MY BANK AND THEY INFORMED ME THAT THIS COMPANY WILL BE REMOVED FROM PAYPAL SOON. BECAUSE OF SO MANY CLAIM THEY HAVE.
THERE ARE SO MANY OTHER REPUTABLE WEBSITES TO DO BUSINESS. PLEASE STAY AWAY FROM THIS COMPANY.
THEY TURN YOUR HAPPY MOMENT INTO A DISASTER...
THEY DON'T DESERVE ANY STAR.

I bought Maje boots from OUTNET, that arrived damaged with scratches all over, clear signs its other been stored in the warehouse without a box or been worn and return by someone. I attached pictures to maje and explained in the email its unaccaptable, not only the delivery was delayed but it arrived in horrible condition. They replied in 5 working days (!), never apologised for this, and asked me to arrange a collection by UPS to return the boots. They said they can only exchange the item when it arrives (confirmation from UPS about collection is not enough to ship a new item), and warned it might take longer than usual, and my size might also be out of stock. I then replied and asked them if they can guarantee it will be next day delivery (as Im not going to pay for it twice?), no one got back to me since, followed up in 3 days - no reply. The solution the offered for shipping me a damaged pair of boots: ship it back, we will only exchange it when it arrives (with possible delays), we will take 3-5 working days to process this and IF your size is available we will ship a new pair, if not, in 2-3 weeks after shipping it back you'll get a refund. MAJE, you should stop working with Outnet right now, this is damaging to the brand. Most horrible customer support ever, instead of offering a sensible for what is their fault they scam people. AVOID AT ALL COSTS. I hope the manager of Geraldine, who suggested this to me, will read this.

Their T&Cs say you are entitled to return goods within 28 days. I followed their returns process to the letter and arranged a collection of my returns via their preferred courier DHL (as theoutnet.com say returns are only insured if you use their DHL service). Two days later DHL delivered the package back to me! I have contacted both DHL and theoutnet.com many many times over the last few days. DHL say theoutnet.com need to provide me with new return labels before they can collect the return. TheOutnet.com tell me DHL should provide me with the necessary paperwork (ie a new airways bill) which should then make a recollection possible. DHL are adamant they don't provide airways bills any longer... so I can't get my returns back to theoutnet, com and therefore I am unable to get my refund. The staff at the TheOutnet are always very sympathetic and have promised to help in all sorts of ways, but nothing actually ever happens... so unless you are 100% sure you want the item you are buying take great care before using this company...! Looking at what to do next to escalte this... if anyone has an email address or phone number for someone senior could you please post this...

I wrote a review early in May after I purchased 3 DVF items through The Outnet. I decided to return one of the items as it was too big (ordered a medium, needed a small). It only took 9 days from when I sent the item back (from Australia to Hong Kong) to when the refund hit my account. Very impressed with the efficiency of this! My only feedback / warning is that the process is a bit clunky. I followed the steps online but wasn't able to create a return through my account, instead I had to email them. They were very responsive and able to create the return on my behalf but I was only given the option to refund rather than exchange the item for the smaller size. I know other people have had issues but I'm happy with the service so far, and given the substantial discount on the clothes, I didn't expect the shopping/return experience to be seamless. People need to factor in the risks and manage their expectations when shopping through The Outnet. You can get amazing deals but you take a risk too.

I've ordered from Outnet occasionally through the years with no issues. However, I recently ordered a pair of Tod's high heeled boots with a defective zipper mechanism and Outnet refuses to accept the unworn boots for return. I emailed Outnet immediately upon receipt and did not get a response so I called and spoke with the rep who asked me to send a video as proof of the defective zipper. Upon their review of the video I was informed the zipper was not defective and I should hold the leather together to keep the zipper from catching. The leather is not catching at all; the zipper is defective. I am a seasoned professional and discriminating shopper; I am highly offended by the suggestion I would not know when a zipper mechanism is defective. I own many pairs of high end designer shoes and in 10 years I may have encountered one pair that had a defect, which does occasionally happen. (I tried on that pair in store and the retailer immediately confirmed the defect and I purchased a fault free pair in store). In this instance, my video clearly shows that the zipper does not work smoothly and gets stuck along the track (low quality in my opinion). I am fearful the zipper pull and/or zipper itself will eventually break. Final Sale should not infer a risk of purchasing a defective product. If you want to take a risk on final sale items and potentially lose your money, go for it, but I'd strongly suggest otherwise.

I purchased a few items from the Outnet. I generally love this online store for the amazing access to discounted designer products. I've long wanted to try their in-house brand, Iris & Inc. I bit the bullet and sadly had a bad experience! I bought a gorgeous dress which fit perfectly AND I was really happy until I wore it a second time. Just in general wear it tore along the right hand underarm. Not just the outer fabric but the lining too, and I wasn't doing anything strenuous, just in my kitchen doing normal daily cooking. I reached out to them to see if they'd send me another (the dress was on sale and SUPER cheap, so I figured that they might be happy to just replace it). I was also open to a credit or refund, even a decent partial one. They offered me 10% OFF THE SAME ITEM. So basically they expected me to repurchase the same dress but with only 10% off it... I am so sad because I want to love the brand and the company, but this has left a really sour taste. I want to go back again but I'm not sure I will feel confident in their products given this. Had they even given just a 30% credit I would have happily used it on another purchase and just tried to repair the dress (paying to have it done will be almost as expensive as the dress originally cost, it was such a good price haha!). It's not really the money, like I said, it was very cheap and I think I can repair it, but it's about trust in the brand - trusting that when you purchase from an online clothing retailer they a) provide a quality product and b) are super helpful if you have any issues.

Refund received now (after my review?)
So, I am pulling the negative review since I have my money now. I am done with the Outnet.
Thank you Sitejabber!

This seller is actually really good, negative reviews regarding their return policies I honestly can understand. Didn't order there just to return it later.
So what did I order? An emernegildo Zegna suit for 1040 Euro. M otherwise it would have set me back 2500.
Was actually in great condition but missing the original bag and in the inner pocket was a dirty factory tag.
So however all the typical seals were still on there like the wax seal and so on.
Anybody who really things that they would keep the product they bought there in a similar condition for just 10 minutes, especially shoes, is just deluded.
What they do is they buy wares that were send back in bulk, happens all the time even Amazon throws them away.
Now what do you thing Zegna even for their cheap brand Z Zegna would do? They would not resell it, so it's a second lease on live apart from a dirty factory tag which will be cut out anyway the suit is in perfect condition and clean.
Especially regarding shoes it's laughable one picture I saw litirally had little sings of use which would be much worse after wearing it for just 5 meters on the street!
Expensive shoes come with leather soles they damage easily.
So either do it like I did and see it as a nice thing not as a ducking g collectible because they are made for wearing in every day conditions and as such perfectly fine.
Otherwise take the bullet and go to the designer it's what I did with my Porte-Document Business!
Obviously, LV Never goes on Sale but still that's why I do not go via 3rd sellers.
Because it is holding it's worth dc, Zegna, and so on not (Chanel does).

Nominated a day to receive item - stayed in all day and item wasn't delivered.
I called Customer Service that day to ask if they knew what was happening and was told that i'd get a call back - Nothing
I'd call back to say that i haven't heard anything, again they promised to find out what happened and will definitely call back - Nothing
I sent an email and asked for a response - Nothing
I called the next day and was promised that someone would call me back - Nothing
My sister sent a message on my behalf on facebook (i don't have a face book account), she got a response within 5 minutes saying that someone will contact me - Nothing
Frustrated with this shocking "Customer Service" i called DHL and told them that where-ever the item is do not deliver to me but to send it straight back - And still no one has contacted me.

Have been using the website for years and I was very happy, but things have changed. They became very irresponsive. Had an issue and had to send several emails before they even replied.

I ordered two sweaters. Same color, but different sizes. I had an important event and needed one to fit. Well, they sent two sweaters. Same size--different colors! Of course, the size that fit was the incorrect color. I had guest coming into town and couldn't shop, so I called to see if they could overnight the correct color (considering it was their mistake). The representative responded that they could not overnight (although the website advertises overnight shipping). I explained to her that my schedule was nuts and that I had relied on them to send the correct order and that they had failed to do so. She then apologized and then asked if I could take a minute to send them an email with photographs of the tag and the incorrect sweater (the tag said the sweater was navy when, in fact, it was red). She asked me to take the photo so that it could help them with inventory and assist future customers. Are you serious? Well, I took a picture alright. I had a friend take it. I held up the sweater and my middle finger. With love, from Texas...

I have shopped at The OUTNET for a couple of years with no problems until recently. I made a complaint a couple of weeks ago regarding the delay of my order and today a UPS courier apparently attempted to deliver my parcel (which was several days delayed) while I was home ALL day and logged a failed attempt and then dropped it off at a parcel shop very far from my home for my collection! When I contacted the OUTNET via phone the CS agent hung up on me.
Upon my second attempt I got someone who said he'd try to have it redelivered but I have no faith. Then I reached out on IG only for them to tell me they'll try to have it redelivered but they can't guarantee this and they are "sorry for my inconvenience". What a weak response from a supposed upmarket brand! So unprofessional, lazy and unhelpful. This was no fault of my own but that of the courier and the OUTNET should be doing everything they can to rectify this. They have lost my custom and I suggest you think twice before shopping with them!

Update: contacted the CS team on IG and it is so obvious they don't care one bit.

Buyer beware - if you don't ship to the US, the duties and taxes are probably grossly over-charged. I was informed in writing that 'the taxes and duties are calculated automatically by system at check out to include all required charge in the local destination. Kindly refer to the price at the check out.' I informed them of my provincial sales tax (Canada) and the sales taxes were more than double than what they should have been, as were the duties. They stonewalled and refused to alter the sales tax rate. I registered and was supposed to receive a discount code. I didn't and was told my email wasn't registered, even though I'd received a welcome email. Taxes and diaries are not refunded with a return so be careful when ordering. My experience on the phone with customer care was extremely frustrating. They pretended to help but were in reality stonewalling. And they had no answer as to why US orders paid neither tax or duties. Very sketchy checkout process, especially if you're not placing a US order. Customer care is a joke as they don't help and I doubt they care.