YOOX

YOOX ASKED US TO CLOSE PAYPAL DISPUTE AND THEN SENT NO REFUND!
24 DEC 2018 BOUGHT NAPAPIJRI JACKET FOR £285
28 DEC 2018 RECEIVED JACKET
28 DEC 2018 RETURNED JACKET TO YOOX VIA UPS
7 JAN 2019 ITEM RECEIVED BY YOOX (UPS TRACKING NO: IZW**************)
8 JAN 2019 ITEM RELISTED ON YOOX SITE
15JAN 2019 PAYPAL DISPUTE OPENED
18 JAN 2019 YOOX CUSTOMER SERVICE ASK US TO CLOSE DISPUTE AND THEY WILL SEND REFUND IMMEDIATELY
19 JAN 2019 PAYPAL SAY THEY ARE GOING TO SEND WARNING TO YOOX ABOUT CONDUCT
21 JAN STILL NO REFUND SO NEW DISPUTE ON POTENTIALLY SUSPICIOUS ACTIVITY

IN SHORT, AFTER NUMEROUS EMAILS STILL NO REFUND

CUSTOMER SERVICE HAVE NOW MADE FALSE PROMISES AND INSTRUCTIONS ABOUT SENDING REFUND AND NOT SENT IT... THIS IS OVER 2 WEEKS NOW!

CUSTOMER SINCE 2012

This is a website that sells an almost overdone variety of items covering every aspect of women's (and Men's) attire including clothing, jewelry, handbags, belts etcetera. The designers and manufacturers are Italian which does conjure images of class and elegance however the clothing is flimsy, poorly represented, and the discount claimed is questionable as there is no reference point for comparison. Worst of all is the petty strange nature of their customer "service." I placed an order a month ago and at some point learned my package had been delivered in New Jersey (I'm in CA) naturally I contacted UPS who acknowledged an error on my part and advised me to contact PayPal since I had paid through them. Next thing I know I get this terse email from some character at YOOX warning me that if I make future "claims" against YOOX I would be blocked from ordering from then again. I had merely made an inquiry besides which is it supposed to be devastating loss in ones life to purchase their basic not exciting selection of clothing. Such arrogance against any notion of customer service. After I wrote them a strong letter they apparently apologized and refunded the cost of my purchase without requesting a return of the items. Don't be fooled by that outcome however as the next order I placed last Friday for a few hundred dollars was first confirmed and later within the same day rescinded. I received a petty letter merely informing my order had been cancelled; no apologies nor explanation. They are based in Italy but this behavior would not be tolerated in our consumer system. Just a comment regarding poor quality and terrible customer service.

They sent a used product and barely offered a refund when I contacted them! DO NOT order from their site.

This review was given to Yoox US after placing 160+ orders over a 4-year period. Sales terms and conditions and customer service may differ in other markets. Some of the reviews here are entirely fabricated. Please judge with common sense.

Yoox Net-a-Porter group is the world's largest designer fashion online retailer. Yoox owns and sells an enormous collection of off-season designer products acquired from brands and retailers at sale price all year round. Yoox has completely changed my relationship with designer fashion from unfamiliar and unrelatable to a wealth of knowledge of the market and brands, because it made designer fashion more affordable and accessible. On Yoox you will find up and coming brands, obscure niche brands, heritage luxury brands, brands that no longer exist today, and the vast collection of contemporary brands at prices that drop overtime.

I've always used free standard shipping delivered by UPS and Yoox has consistently fulfilled my orders within the time frame it stated (usually quicker than 5-8 business days). I can count the number of defective products or wrong orders I received in one hand. This rate is reasonable considering its transaction volume. Yoox customer care has been fair and efficient in issuing refund or price adjustment. If Yoox is responsible for the return, return shipping is free and full refund includes sales tax.

Your finance is protected by the law. Yoox as a public company is unlikely to conduct business in a way that causes your financial loss. Although I've had a few negative encounters with customer care, I'm very pleased with Yoox's service as a whole and believe my opinion based on 4 years of frequent interactions with them can give you the confidence you need.

I've ordered from YOOX about 5 times now. I can't say that the experience has ever been "easy."
The worst is this most recent order I placed where THEY FORGOT TO ATTACH DOCUMENTS TO MY PARCEL thereby getting the parcel blocked at Customs refusing to be released.

Their contact numbers, whether toll free or not, ARE NOT WORKING. Their Contact Form on their website SHUTS DOWN AND DOESN'T SEND YOUR MESSAGE. I had to call Net-a-Porter just to find an alternative email address to be in touch with YOOX. I hope they respond as it appears far too many clients are experiencing problems with their orders.

Meanwhile my card has already been charged and I don't see a shadow of my parcel anywhere.

Other awful experiences:
My previous packages never arrive exactly on the day they're supposed to, as advised by the emails I receive. Having an item picked up for return is just as complicated. Once, the UPS man had a breakdown of his truck and couldn't come for the scheduled pick-up. Very odd. These shipping issues only happen with YOOX in my years of online shopping.

I WILL NEVER GIVE MY MONEY TO THIS RETAILER EVER AGAIN. Also, I may just make a YouTube review of my experiences with this company so I can share a word of caution to other consumers!

I appreciate the timely delivery of my sneakers as promised and advertised. I plan to make another order in the future.

Need a help. YOOX does not want to return the taxes and custom fees. Talked a few times to customer service. Just promises. Who is in charge of YOOX?

I wouldnt have placed such a large initial order. I purchased 6 pair of shoes from my savings and a top. One pair sent to me were 170.00, had been worn and the bottom of the shoe showed this, as well as a peeling size sticker. I contacted yoox within days. I sent photos documenting the wear to the shoe. As i rechecked their site i noticed the same shoe had gone on clearance and was now 30% off. The shoe was now 130.00 instead of the original price i paid. I offered to keep the worn shoes which they would not be able to resell if they would honor the sale price they had marked the shoe down to. They would not. Then i offered to purchase the shoes at the duscounted price, receive them, and make sure the markings on the sole of both pair werent just variated to show the pair sent to me had been worn. The customer service team then revoked the offer for me to return the shoes and sent infuriating emails. It does not matter how good a customer you are or how much you spend, your customer service experience will go no where and leave you feeling pissed and devalued. I will not buy from them asgain because of these rude exchanges. They spent days going back and forth w me in emails to use up their 20 day return policy just.so they wouldnt have to accept a return of shoes they sent me which had been worn!

If you are lucky enough, u can get an outstanding look with a huge discount.
But also u can receive a bunch of fake shoes, shirts, etc.

Sent me defective item but insist to charge return fee. Had to file credit card dispute to get my money back! Scammers!

I have been a customer of 20 years. I made a purchase on 2/5/2022. The order went through, received an e mail confirmation. A short while later I received an e mail from PayPal about a refund for a canceled order. I looked at yoox, cancelled order. Later I saw the last item I purchase was still available, so why was the order cancelled?
I called a couple of days later and was told by a supervisor P. That they do not know why the order was cancelled, yoox is looking into it. He said I should not make a purchase because it was going to get cancelled again until they figure out what the problem was.
Fast forward 4 days later I called again. I think a pentagon is not as secretive as yoox. When I asked if other people had the same problem I was told by A. That she could not give me any personal information.? I did not want to know the names and addresses of the people only a general question if there were other people having the same problem. One of the reviewers on this site is complaining about the very same problem.
She confirmed the issue was escalated to the headquarters that was closed for the week end. I have to wait until Monday to aggravate myself further,
How long will this take? How many phone calls will it take?
By the way, no e mail from yoox about being aware of the issue, working on it, sorry for your inconvenience, can we help if you want to make a purchase? I was told by each supervisor, that I could not make a purchase until they figure out what the problem was.

Yoox you get zero points for customer service. You never reached out to me, I had to call 3 times to see if anything got done. Pathetic!

Today I get my order, it was the first order from the site yoox.com, and I got to tell I like it and will ordering in the future.

Sent me a jacket which tag metal chain was broken, not big issue so I contact them for 10% off as this tiny defective, they refuse that!