The Outnet

I've shopped with TheOutnet for years, always trusting them to deliver the luxury experience they claim to offer. But after my recent experience, I'm left feeling nothing but frustration and anger. A month ago (25th August), I ordered a bag, and while UPS tracking claimed it was delivered, there was no proof—no signature, no photo, nothing.

Since then, I've been stuck in a loop of excuses, contacting TheOutnet at least six times to be told the same meaningless line: "We're investigating." It's been almost a month now, and they've given me no answers, no refund, and no sense of responsibility for the money they've effectively stolen from me.

At this point, it's clear they have no interest in resolving the issue. It's outrageous that a company selling high-end brands thinks it's acceptable to leave customers without their purchases or their money.

If this is how they treat loyal customers, beware—TheOutnet may just take your money and leave you hanging, as they've done with me.

While the content and prices can be good, they take payment immediately, then it took 1 month for my order to arrive, and despite sending my return over 1 month ago I have still not received my refund. I raised two complaints and they just send the same generic response.

And then after posting this review on Trustpilot they did a PR spin saying a member of the team had contacted me which is categorically not true.

I have placed 16 orders with this company and they ship right away. The return process is great and they even offer exchange.

But the customer service is the WORST. In the year that I have shopped I have called customer service 4 times and 3 of those times they were useless and a waste of time. I am not asking for extreme requests. But they have literally been a waste of time.

So if you shop here the product is what it is. But don't expect any human contact.

This is the worst customer service ever! Do not trust a promise they make when resolving an issue for you! Their "customer care team" are uncaring, repetitive and just pass you onto the next member, just to hear the same lame excuses! I'm sending everything back to them that I have purchased! Don't waste your time!

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!

Beware ordering from this company you cannot return or exchange anything. I ordered an Alice and Olivia dress and the chain came broken. They were not helpful, if you order something you are stuck with it. Better off ordering from a department store.

Let me be clear. I absolutely love this site. They have a great trend assortment plus pieces you can't always find on other sites. That is why I was so disappointed when I recently made a return to them to find that I was only partially refunded. When inquired; Outnet replied stating they didn't receive certain items in my return parcel when they were clearly labeled and packaged in the box. Now I'm out over $150 on an item that looked terrible on me and that I didn't even keep. The phrase "the customer is always right" doesn't seem to apply here, and instead I'm losing money for no reason because their returns department doesn't know how to be organized.
I am extremely frustrated!

Despite most of the reviews being negative I thought I'd chance it since they had a 70% off sale. Received my order relatively quick through DHL but the pants seam were ripped (I suspect from someone getting the zipper stuck and tried to brute force it). The dress was not damaged but had marks (some gross person wiping their nose on it I think). Based on the reviews about their nightmarish return process I think I'll avoid returning and eating the loss. Lesson learned will not order from them again.

Order and pray it will fit you! There's no exchange, no return. I contacted then multiple times but they told me that the item I ordered went on a final sale, hence there's nothing they can do. (There was nothing mentioned about the final sale when I was buying it) Basically stuck with the box of useless clothes and lost my money for no reason.

I now have 2 returns outstanding - value over £1000. One from February and one from March. One order has become un traceable and the other has been stuck in a local warehouse for over a week. Customer service can't help and send holding emails. I have now raised the issue with PayPal and am hoping that they can help. If you are not 100% sure that you will keep what you buy, avoid as you may not get your money back

I have ordered a lot of clothes, bags and shoes to Holland. I always got a refund when I returned items and sometimes I even got an extra discount when the item was lowered in price or if there was an extra discount. I am really surprised that there are so many bad reviews, that is why I write this review. To create a return is quite easy. Just call DHL and they come pick it up. Good service for customers from Holland.

Very unprofessional company they show something else and send some other products which is not worth Of the value which u paid as they are sending from out of country you can't return the product and if u return just keep on tracking the for refund or exchange very very very bad experience as I ordered golden buckle but received some thing which is not my taste at all feel betrayed

I bought a pair of Tod's boots at the Outnet for $691. The first day I wore them the sole detached completely from the boot while I was walking. They refused to issue a refund (or even credit). They said they would pay $34.57 for me to have the boots fixed by a third party. As if that would even be sufficient! Also it looks like there is two sided tape on the bottom of the boot?!

I do not recommend purchasing from them. They have the worst customer service. They are rude and do not care about their customers. It took more than one month for my package to be delivered. I called them for the refund, they refused to do it. The quality of their clothing and shoes are not good. I bought a pair of JIMMY CHOO shoes and it looks fake.

I bought an expensive pair of those that broke after 4 weeks, and only 8 wears. The shoe lace holes began to tear and by 8 weeks one side was just one big hole.
I send photos and an explanation to outnet who told me that it was regular wear and tear. This is totally illegal in Australia and the law extends to retailers who ship to Australia.
Worst buying experience I have ever had.

Wow - I wish I had read the reviews of this company before ordering from them. Absolute mess of a company. I would say they have terrible customer service but there is no customer service at all. They just send the same copy and paste responses without applying an ounce of common sense - I think they must do it on purpose to frustrate people so they won't pursue their refund because no one can be as dim as the people I have spoken to and emailed.

I won't bore everyone with the details but very much sympathise with all of the other reviews on here. In short 2.5 months after placing the order I have no parcel and no refund. Still waiting for things to be resolved. I honestly think they just try and steal money from people and hope they get so annoyed that they give up.

They also have no regard for people with disabilities because they think people can just pop here there and everywhere trying to chase down their parcel, which is something they should be doing!

Review:

I am writing this review as a disappointed long-time customer. Despite making over 10 orders, I recently encountered a size issue (Order No. 1907Z8CDN2301H) and requested a delivery fee refund due to the company's mistake. However, it's disheartening that I've been asked three times for photo evidence, and even my provided photos are deemed insufficient. As a loyal customer, I expected better support and a smoother resolution process.

Sincerely,
Alina Peter

The should really change their name.
Never again.
Attention "Walmart Shoppers". This site is a con job. Used, counterfeit garbage at designer discounted prices. #bogus. Rude customer service ( if you can get them to pick up the phone). Cannot understand how they stay in business!

I have mixed feeling about this website. True, you get some cheaper designer clothing and bags, shoes. I like flash sales and give aways(does anyone actually won something?). The delivery takes ages! I cannot believe how can it be that they ship my item all over Europe before it reaches my home (dhl tracking). Really, outnet should speed up and take a good example from net a porter.

I order regularly from this site. Dispatch is indeed a bit slow, but items generally arrive within 5 working days. Items have always been as expected. I do not buy clothing there, because I never know if it will fit me and they charge you if you want to return an item. But for shopping shoes, bags and accessories it's perfect!

My transactions in ordering and returning have gone smoothly, but I've not been happy with the quality of the items I've ordered. They arrive nicely packaged and in excellent condition, but they seem to be the quality of made-for-outlet clothes rather than true designer items.

Bought a garment 27/11 and it has left Italy but still in transit to Hong Kong. Still no email about delivery date and postage $20. A bit steep for something that would fit in a really small post bag

Everything there is expensive. Can barely afford it