YOOX

I've made $1,000s worth of orders from YOOX. Never had a problem until the last order I placed. A sweater ($38) I ordered was missing from the package. The package itself was sealed and in great condition (no tampering was evident). I emailed them to let them know the sweater wasn't in the package with the rest of the items. I received a condescending email that required me to send them photos of the box and the contents. Also, they wanted me to ask neighbors and families if they saw anything suspicious or strange when the package was dropped off. Also, also examine the package carefully for any tampering and report what I find back to them. Then they will look into my complaint further. Basically, I felt like they were accusing me of lying or trying to offload responsibility. It couldn't possibly be that an employee forgot to add it when processing my order. I've never contacted them with a complaint; not once before this. It's insulting. I've decided to let them have the $38 for the sweater. I'm never ordering from them again...or Net-a-Porter or The Outnet (which are all owned by the same company). They all lost my business over $38. Well done YOOX!

YOOX is an irresponsible company that doesn't listen to its customers. They lost my package and refused to take any responsibility for it, claiming it was the vendor's product. The vendor also refused to take responsibility, insisting the package was delivered. Their system seems more like a scam, and I'm sure I'm not the only one facing this issue

Poor handling of package and ordee details will be 100% at fault and follow the same script they will not accommodate you i have wait for package for 12 days which returned to sender because they provided UPS with wrong address and they have still not yet issued me a refund and can clearly see if in system the package was returned to them DONT ORDER SAVE YOURSELF THE HEADACHE.

Literally not even a star worths for YOOX. I received a bag that was damaged and on the site it said that it was a brand new bag. I talked to them about it and they told me they will send a refund of 50€ compared to the bag I bought 50€ it is nothing. Anyways I accepted the 50€ and I send my bank account info! They NEVER SEND ME THE REFUND NEVER!

I would definitely not suggest buying from them because it's a scam and I heard stories from others too.

Item returned but Yoox refused to refund as said box was empty. The warehouse staff are lying. Item was either lost or stolen.

I just received a bag from yoox that I purchased from their site that was supposed to be brand new and it is not! The color of the bag is faded, the corners of the bag are harmed and the bottom is black. The bag looks very used it didn't even come with a dust bag! Nowhere on the site did it say that the bag is not used nor did it say that it has defects. If he had said that I might not have made this purchase!

Yoox re-labels clothes, you order size M, they send you S. In my last purchase, they sent me dyed clothes in different colors and a bag, which apparently was already worn by the store employees. Copy/past support writes answers

Scam just dont buy! I ordered a pair of sunglasses they never send me confirmation email, refuse to send the product, refuse yo return my money! SCAM

Customer service and return process are HORRIBLE! It takes about two weeks for them to log your return and refund your money unless it's holiday season where that time doubles.

I recently complained to customer service and their representatives give stock answers without resolution, and they revoked my top buyer perks two days after my complaint. When I asked about it they said they rotate the status to be fair to all customers…but all customers don't spend the same. There are other high end online retailers that know how to treat U.S. customers who are used to high level customer service.

Boots that I have ordered were too big so I tried to make a return/exchange ever since than. It passed three months already and they keep saying exact same thing. "Please wait, department is working on your case". Nothing is happening, and nothing will happen. Not answering on emails, given phone numbers are incorrect etc.
I have never ever had problems with online shopping. At least till I met with Yoox. Disaster!

I made a purchase of $116.95 for a dress that did not fit. I returned the item, and got $99.43 back. That's $17.52 missing from my refund. I go to the customer support page and I get an error page every time I send an email asking where my eighteen dollars are. I call their customer support line and get told off by their customer service on how "No company will refund you shipping fees." Apparently, they take all shipping fees AND a flat refund fee of $6.95 out of what you originally paid. I told them that plenty of companies do not expect you to shell out $18 to complete a refund and basically got scoffed at. I could not believe this experience with a company as big as Yoox. Pathetic of them to omit key details and falsely advertise their item.

I've been YOOX customer for many years.
Lately they sent my order to someone else and I got wrong items. It took me 6 weeks to get my money back after endless emails.
They sent me a discount code for the issues they've cause, guess what, I tried to use it few days ago and it told me that it has already been used.
I called them about it, sent them screen shot, and today when I asked for an update on issue, they ask me to sent then screenshot of a massage that pops up again.
This was my last time trying to shop at YOOX, customer service is way below zero.

I've been ordering from Yoox since 2018 and all I can say is that I am genuinely very satisfied. Every item I have purchased was according to the description. I read some reviews here that were complaining about returning their items. Well, I myself have returned items a couple of times, and every time it went very smoothly. If you do not want store credit, then be careful what buttons you press. You cannot blame the business for your mistakes.

First time wearing a pants I ordered and I did not last 3 minutes on my body, when sat down in may car the pants tore up. It was not even tight, shame!

Items are misrepresented and advertised, incorrectly. Merchandise is sent in crushed and torn boxes, placed haphazardly in shipping crates without any padding and unsecured. I purchased final sale boots in which the sizing was not advertised correctly or accurately, sent in a crushed and cut up box, and placed, unsecured, in a large shipping crate which caused the boots to fall out of their box and arrive strewn about in the shipping crate. When I addressed this with customer service I was told it wasn't their problem and they were not taking responsibility, that according to their "investigation" the item was as pictured and described, which was absolutely false. Made no mention of the condition of the box or how the item was shipped, for which I provided pictures. What an awful company and shopping experience. Waste of money.

Bought wife £90 boots for Christmas.

Poorly made, human hair on them, no swede left on the toe and lobbed unwrapped into a rain damaged box.

I never been so disgusted by a product.

Minor problems during my 7 years as a customer. Great choice, great opportunities, follow your favourite brand and you will be satisfied, easy return. I was in Italy December 2022 and bought nothing because it was all available on Yoox with discount.

Terrible customer service recommended me to consult a fashion expert in order to validate with a formal letter what clearly is a defective product. If both shoe soles collapse after regular walks then the glue used isn't the best quality. Quite straight forward conclusion right…just not for yoox customer services. Disgraceful.

They sent me an item which was used before (multiple scratches). I liked the shoes however and didn't want to give them back, so asked for some compensation, because I would need to take shoes to cobbler in order to be fixed. After 3 weeks of sending emails back and forth (their customer service is useless, they will just ignore you hoping you will get over it) they offered me 10% discount on my next order (bear in mind they send you 15% code after you do your first purchase). How can you console a customer who got a user item by offering him 10%? What a joke!

I was skeptical of this company. Never heard of them before and, how could designer clothing be so much cheaper than full retail price unless it was knock-offs, right? Despite the many negative online reviews I decided to take a chance. Here is what my experience was like:

Even standard shipping was quick, even during the holiday season.

Customer service over the phone was decent~good.

Items that I ordered were authentic

Pricing was amazing, only a fraction of full retail cost

All in all, I'm very happy with my purchase from Yoox. Would definately purchase from them again.

Really good deals on quality products and designer fashion. Yoox makes quality clothing way more accessible to more people, which is awesome. I've made a few purchases so far and have been very happy with them all. It does help to know your size as I find their size information is sort of lacking, they could provide more detail there. Shipping to Canada is relatively quick. I also appreciate seeing all the duties/taxes that I need to pay for at the check out. At this point when I see designer pieces I really want, I just wait and hope they end up on Yoox. I recently purchased a Rick Owens cardigan from the 2021 collection that I have been hoping to get at a hugely discounted price, so that was a nice score. Purchased some excellent quality linen pants as well for about $70 in total. All in all, I'm really happy w/ Yoox.

I've had an order "in preparation" for 4 days now. They recommend to contact customer service if the order is not shipped in 24 hours, how ever after several messages I was informed that the "preparation" to be shipped can take up to 7 days. So paying extra for any express shipping is utterly useless.

Also, the customer service replies 4/5 times with a copy-paste message, not even noting what the previous customer service rep has already told you.

All and all an absolute mess!

The item arrived late but to be fair it is coming from Italy... I phoned up a few times as it kept saying shipping shipping is more like 2.5 weeks but happy when I got my item no problems apart from delay. I would use this company again just need to order well In advance...