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The Outnet has a rating of 1.6 stars from 273 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about The Outnet most frequently mention customer service, next day, and credit card problems. The Outnet ranks 248th among Designer Clothes sites.
Bought a Sandro jacket. I received it within 4 days (the Netherlands) and everything is perfect! Paid with Paypal just to be sure, reading all the negative reactions (since Paypal provides an insurance). But dont need to return it fortunately!
I returned an order to The Outnet weeks ago and have been waiting for my refund ever since. Despite numerous phone calls and emails to follow up, I'm now being told that they can't confirm whether they've received the returned items and that the refund processing time is up to 6 weeks, even though their website states it should take 3 days. I was repeatedly assured that a manager would contact me, but this never happened. I was also promised updates via email, which I never received. I'm extremely disappointed with this experience and will not be shopping at The Outnet again. Be cautious if you're considering buying from them.
Recently purchased Valentino Garavani handbag. Product appeared non-genuine and used with scruff marks. Seeking return from The Outnet. As per other reviews to date, refund was only a partial refund (they have not refunded duty and shipping despite their return policy). Will now escalate via chargeback with bank. Will also look at other avenues to inform fellow consumers to TAKE CARE; BE CAUTIOUS.
Despite >5 emails to THE OUTNET requesting full refund (for a faulty product; not a change of mind purchase) and quoting their refund policy, I was repeatedly told that duties and taxies are NOT refundable and that is their company policy. It was only after I sent them a snapshot of their own refund policy on their website that I managed to receive most of the refund. The shipping cost is still a battle in progress.
This experience highlighted THE OUTNET's incompetency and lack of disregard to their own company's policy. This is appalling and evident of their wilful deception towards their customers.
This is my one and only experience with THE OUTNET. Never again.
Tip for consumers:
Be careful
Exercise extreme caution
Products used:
Was attempting to buy a handbag
Date of experience: November 22, 2022
I've had a good experience so far as a first time buyer through The Outnet. I purchased 3 items from the Diane Von Furstenburg collection (note - I'm currently on the bigger side of an AU/UK size 10 and have found the DVF size Medium still a bit loose, so I'd recommend ordering a size down) which arrived 2 weeks after I ordered online. It took a while for the company to process my order and in fact my credit card wasn't charged until 10 days after I made the order - and after the items had been shipped! Nevertheless, when I emailed Customer Service to check on the order, they responded very quickly and were helpful and polite. I was able to track my order easily enough and it took about 6 days for it to be sent from Hong Kong to Melbourne (via Alaska, California and Hawai'i). I've decided to return the DVF top I ordered in medium and exchange it for a size small instead, so I'll write a review again after that process. The buying experience was a bit clunky but overall I'm a happy customer!
Date of experience: May 14, 2020
No response to emails.
Absolutely impossible to reach.
No refund.
Rude and unhelpful representatives.
Order 1111ZRA*******H
Date of experience: December 7, 2021
After placing my order and paying i 've got excited 2 day's later Emailed me saying they dont have the product unprofesional work
Date of experience: March 24, 2018
I remain completely flummoxed by the new contract provisions the OUTNET has entered into with UPS. It is completely untenable and allows customers no flexibility at all. I have been waiting for several days for delivery and made numerous calls to track down my package. Apparently, OUTNET now requires a signature but allows the customer zero provisions to arrange for alternate UPS delivery. UPS attempted delivery but OUTNET entered some erroneous notation in my file and instead, my package is being held hostage in a depot 40 minutes from my home. OUTNET expects that I now drive there to retrieve my package--noting that the depot is open weekdays only 9 to 6 no weekend service. They have no consideration for the realities of people who work for a living.
I suggest that the OUTNET's executive leadership consider involving customers (working business women in particular) in focus groups to obtain input before implementing such restrictive and unreasonable regulations for delivery. The entire point of shopping on-line is for "ease"--that is, too avoid stores, lines, traffic etc. The current situation I am left to deal with is the antithesis of ease--it is rather complete torture to expect me to travel 40 minutes to a highly congested area of NJ to retrieve a package from a UPS depot.
I still have not receive my package and have no idea what the resolution will be--this is after at least four calls and several emails to OUTNET and UPS. Totally unacceptable --and a lack of customer service.
I have shopped with the OUTNET for many years and will reconsider my options in the future as they are no longer able to provide me service and delivery to my home. An unmitigated disaster.
Date of experience: February 2, 2018
I have purchased a coat in size 36 on Dec. 6,2016. While making the purchase, I was relied on the product measurement guide to select the size which on the website stated We measured this product for you. Under the impression of OUTNETs supposed reliable credibility and expectation of an established banquet shop, I made my first purchase with you guys.
After and in the process of purchase, I do not received or see any notification regarding unreturnable of this particular item on the invoice/check out/email communication. When I received the coat, it is obvious the coat is too big for me. The size is significantly larger than the measurement provided. The actual measurement for the coat is more than 2 inch longer (both length and sleeves) than the measurement on the website which is none acceptable. It is obviously a faulty product and not able to wear as the intended size. I then made a phone call to the customer service on Friday, December the 9th, 2016. The person who picked up the phone was rude and just before I explained the whole situation to him, he simply hung off my call after saying the item is not returnable.
I was horrified by the service while looking at the package, there is even a tag on the coat stating Returns Will only be accepted if this tag remains attached. With no indication of not returnable on the included invoice and the included sheet stating various ways to return the product. The conflicting information and subpar customer service from a faulty product that is not returnable is beyond my imagination. I only ask for OUTNET to fix this situation and simply accept the return and refund this faulty product as this is the only correct thing to do for a responsible business should do.
Date of experience: December 12, 2016
I ordered a tory burch clutch. Am very happy with the service and quality of a product.
Date of experience: February 9, 2015
I have been a customer of the Outnet and Net-a-Porter for many years. I truly believed that the discounts offered by the Outnet were real. Some may be but overall they are not! Three examples (all prices in GBP):
1. Cushnie Et Ochs, black organza-paneled stretch-ponte dress, product code *******. Price in The Outnet £450; price in Net-a-Porter £400. Advertised in The Outnet as 'Original price £1,000 55% off'. In fact, they are selling the dress for more than at Net-a-Porter.
2. Meadham Kirchhoff, Lala embroidered wool-bouclé mini skirt, product code *******. Price in The Outnet £500; price in Net-a-Porter £500. Advertised in The Outnet as 'Original price £1,250 60% off'. In fact, same price, no discount.
3. Tomas Maier, washed-satin dress, product code *******. Price in The Outnet £362; price in Net-a-Porter £483. Advertised in The Outnet as 'Original price £905 60% off'. In fact, the discount is only 25% not 60% as claimed.
I discovered this untrustworthy practice of misleading the customers yesterday as I was buying the Tomas Maier dress. I contacted the Outnet and they said I was confused with prices as the price shown includes shipping to the UK. Shipping cost are included in the Net-a-Porter prices so nothing to do with that. They are just misleading the customer.
The Outnet customer care also said that their site and Net-a-Porter site are separate. Again, nothing to do with my claim. Both companies are part of YOOX NET-A-PORTER GROUP. And they use the same product codes!
Am starting to believe, as other reviewers in this site, that the goods sold by The Outnet are not the real ones. All the items mentioned above were sold out in Net-a-Porter, and quite some time ago. How does The Outnet manage to source new designer items when the originals were sold out? Why is there now no date for returns (in Net-a-Porter is strictly 14 days after receiving the parcel? Perhaps because The Outnet is selling used goods that have been returned months after purchase!
Date of experience: June 4, 2016
I made a huge order on the OUTNET worth about 3K and I ended up keeping just 2 items so the total refund I'm expecting is 2.5K.
I had sent the box back with the 3 copies of the invoice outside the box in a plastic slip ( the usual ones for shipping documentation) I sent this back on September 2nd and on the 8th I checked the tracking and saw that UPS was saying there was a commercial invoice missing. I called UPS and they said the retailer had to provide the information. I called the outnet and made them aware and they said they would contact UPS. I guess this wasn't done because UPS made 3 attempts to delivery the package back to me but I was already on holiday so I kept emailing and calling OUTNET and they kept saying " we have forwarded this to the corresponding team" on September 14th I called UPS and they said the package was taken to warehouse as it was classified as abandoned. I called OUTNET again and they said they would be in touch with UPS to open an investigation. By September 28th I called UPS and they said no investigation was opened so I had to open one myself. I keep calling and emailing and they keep saying they will contact me when they have a resolution or update. Also on their website says to attach all 3 copies of the invoice outside but UPS told me I should always put one copy inside the box for when they open the box to check in customs. So the OUTNET literally has the wrong information on their website.
Can anyone advise on what to do. Would my bank help me in this case? Or should I take them to small claims court? It quite a large amount!
Date of experience: October 10, 2023
I've been using them for a while now, though I've never had a situation as other people here
Date of experience: March 19, 2015
They never fail! If you're looking for a good deal on designers go to this site
Date of experience: November 22, 2013
Unfair return policy with charging a fee without being notified when placing the order!
Date of experience: September 6, 2017
Love everything keep receipts for returns usa sizing
Date of experience: June 1, 2015
My friend have ordered cloth here. According to her words, it's cool, but expensive shop.
Date of experience: October 13, 2015
Everything there is expensive. Can barely afford it
Date of experience: August 24, 2016
Nice quality and prices, but support service is awful...
Date of experience: October 2, 2015
Ik had een blouse besteld, werd snel geleverd, dat is fijn, mooie blouse het was netjes ingepakt. De blouse was mij iets te ruim.
Vandaar dat ik deze had geretourneerd. Maar helaas kreeg ik deels van mijn geld NIET terug er werden kosten ingehouden.
Dit heb ik nooit eerder meegemaakt. Geen kleding en het kost je toch geld.
Waardeloze service. Ik raad nooit iemand aan om hier iets te bestellen. Vreselijk bedrijf.
Date of experience: June 9, 2022
Es ist eine Katastrophe. Die Retourenabwicklung funktioniert nicht.
Ich warte auf mein Geld. Outnet zahlt das Geld nicht zurück.
Date of experience: January 12, 2024
With 350+ luxury designer brands at amazing prices, shopping at THE OUTNET is guaranteed to take your style to the next level!
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