Mr PorterReviews 81

The selection is fantastic, but the operational side of the business is horrendous. Most recently I ordered a product, and the incorrect product was delivered to me. I shipped the product back, and asked for a refund. 6 weeks later I am still waiting for a refund for what was an obvious mistake on the merchant's part. Calls and emails to their customer service team are wholly unhelpful. I had been a loyal customer in the past, but no more.

Although my (high-value) refund was protracted (35+ days), they did eventually initiate the refund, but they made me work hard for it, with dozens of phone calls and emails and time spent on it. I will bump my experience rating from a 1 to a 3, as the vast majority of my experiences over the years have indeed been positive, however, I do standby the opinion that their general customer services needs attention. I'm also a bit disappointed that nobody contacted me to apologise or offer an explanation.

I will continue to use Mr P, as the brand gets a lot of things right, and I hope to upgrade this rating in the future.

Honestly the worst experience online shopping I've ever had. DHL delivered to a communal area not to my flat didn't ring the bell and then after an extremely patronising and condescending telephone call with a lady called Kenisha I was told I ticked a box for no signature and it would take 3-6 weeks to investigate.

This is untrue; at the end of the order page there is an option for either 'signature MR Porter packaging' or the 'go green carbon friendly plain packaging'. Obviously, most people are going to go for the greener option. To then be penalised for this is outrageous and I'll be following this up with my lawyer and lodging it as a fraudulent transaction with my bank. Will never be using this fork again.

I purchased an item from the website, but halfway through the delivery they filed a "return to sender" which I have documentation of, and it was returned to the sender for a reason I was not made aware of. They have not issued a refund and every time i call, the help like either hangs up before i can speak, or does not help. They are literally stealing from me and I dont understand how something like this can occur for a legitimate company.

What happened:
During sale I purchased two items, one was promoted with additional 20% off at checkout, which didn't work because of technical issues at the website, the promo code didn't apply automatically at checkout via chat I contacted customer service, which was helpful, nice and quick and offered that I could buy the items now and should get back to them once the order was dispatched and they would adjust the price.

This is what I did and since then they haven't managed (1 month later) to adjust the price. But I have been on the phone twice, wrote about 8 emails with different agents, contacted even the feedback@ email address voluntarily because I thought people might be able to look into a case a bit further apart from standardized replies and provided proof in form of screenshots. But still only confused standard replies.

The replies differed from:
"yes we can give it to, but then you couldn't return the item, because it would be final sale"
"sorry the item you would like to purchase is not available any longer"
"no, we can't give it to you"
"we received your refund"
"unfortunately we can't adjust the price, because adjustments could only be made within 7 days after purchase." (email no. 8)

It has cost me so much time already to explain to them their mistake, but it won't help. Gladly I used a payment provider and I opened a case with them.
I was a mrporter customer but this simply was too much. Will not buy from them again.

Absolutely diabolical customer service. Quite simply the worst I have ever experienced.
I purchased 3 pairs of footwear from this company.
The order was received quickly and the packaging was fine, however upon receipt and trying the items on I instantly realised that 2 of the items were not to my liking and I registered a return for them both online.
After trying the 3rd item on a couple more times I also decided that I didn't like the fit of these either.
I placed all 3 items in the same box they were received in, along with the paper returns form, clearly indicating that all 3 items were being returned for a refund.
I then arranged for DHL to collect the pacakage from my home address.
The package was picked up that same day and sent back to Mr Porter.
The issues are just about to begin!
I received an email to say that the returned goods had been received, and I was subsequently issued a refund, however when I checked the details I had only received a refund for 2 items.
I immediately tried to contact the customer help team on the phone but to no avail, so I sent them a message on Twitter.
I received a response which read, and I quote:
"According to your return form, you only created a return for 2 items, and we received 2 items back. Did you return it separately using a different return label"?
I quickly realised that I had forgotten to add the 3rd item to my online return request, which was obviously my error, what worried me & angered me though was the fact that in the message I received it stated that they had only received 2 items back. This was a complete and utter lie by someone at Mr Porter.
I replied to the message, explaining what had happened, and asking how it was not possible to clarify what had been returned simply by correlating what was in the box, with the paper return form and the relevant order number.
I was then informed that they were sorry for any confusion and inconvenience and they would look into the issue, hopefully resolving the problem and issuing a refund within 48hrs. This all happened on Saturday 20. 08. 22 and I am still awaiting a response from this terrible company.
Despite numerous messages and phone calls to the supposed customer service team, they are still telling me it is under investigation.
I did ask the question, that had I stated on the online portal that I had returned all 3 items, but only returned 1, would this mean that I would still get a refund for all 3, simply because the online portal stated 3 items had been returned or would they correlate this with what was in the box? Guess what, they would as this would mean them being out of pocket.
In this is case, it would appear that someone is fraudulently trying to claim a free pair of trainers, which is obviously theft!
Due to the lack of help, and the fact that I am still in this position despite all 3 goods being returned to them on Saturday, I have now had to take the matter up with Trading Standards & I am also in the process of logging it as a crime (theft).
If you take the time to read other reviews you will clearly see that this is not the 1st time Mr Porter have done something like this.
Please take heed and buy off some of the other honest, trustworthy & reliable retailers

My delivery arrived and after owning plenty of Essentials items I can guarantee you that the items I received from Mr Porter are counterfeit.
Please see the attached photos for reference.

The stitching is diabolical.
There's loose threads all over the garments.
The quality of the material is awfully thin.
Also the tags say made in China whereas all my other Essential items have been made in Vietnam.

Please bare in mind I own a a large amount of Essentials so I know how the quality should feel. So I do know what I should be expecting.

I have seen a lot of bad counterfeits but this is by far the worst I've ever seen and I'm shocked that it's gone through your hands and no one has picked up on.

I require an immediate refund as I have basically been conned from a surprisingly reputable brand. Yet this is currently somthing I have not received and I have spent hours trying to sort the issue with the customer care team.

Their email address "is too full" so every time I'd send an email it would bounce back. So the only way to make contact was to spend hours on the phone.

I'm now told I need to return the items back myself which I find appalling. This is their mistake which they should rectify. I should not have to go out of my way as I've gone through enough trouble as it is!

I just want my money back immediately.

I purchased a few items from Mr. Porter, nothing cheap or worth disregarding. Since my order in June, I have not received anything. The packaged was "damaged" according to UPS tracking, and since reported, I have contacted Mr. Porter over the last 2 months over 10 times. I have received the same "copy and paste" email from them saying how sorry they are for this issue, and that they are working on it. But 2 months? Give me the refund I have been asking for or send me new products. Unfortunately, this has been the worst customer service I have had, enough to make me write a review. I never write these.

Poor customer service. My return product has been lost by DHL Express. I've chased DHL express and have declared the parcel lost for a week. But apparently they are still waiting to hear from DHL. No one is bothering to sort this. Very poor.

I attempted to order a pair of RL sneakers from Mr Porter - three times.

Each time the documents confirmed the size ordered - and each time the sneakers were sent in the wrong size with paperwork that said they were the right size ordered. After the second return I was told I was not allowed to make a second exchange so I placed a new, third order.

Then the third shipment arrived - still wrong size - I now have two pairs that are the wrong size to return.

14 calls to customer service - mostly to overseas call centers where the only responses are monotone read scripts that don't answer the question asked... and 9 emails - with only from responses that ignore the copy of the inquiry sent...

I have been trying to get a supervisor at the call center to contact me with out luck. I have also been trying to find a phone number or contact for a USA-based office of Mr Porter... without success.

The worst.

I bought a pair on Common Project sneakers from Mr Porter when i was in Australia for $300 US. When I received them they were too small so I returned them. When I tried to swap them over on the phone with the CS person for a larger pair, they said I'll have to repurchase them and we'll a refund your money. I let them know that I'll be heading back to the US soon and will they get here in the time frame they allocated. They said just to be safe just purchase them when you get back to the US. When I tried to repurchase them in the US they were $480US. I asked kindly for them to match my originally price and they refused. I mentioned I was just following the advise your CS person told me, they still refused. This company is an absolute joke do not work with them they have terrible customer service and they have no idea how to treat people. SHOP AT YOUR OWN RISK, THIS COMPANY IS A DISGRACE

WORST OF THE WORST ONLINE STORE I HAVE EVER DEALT WITH

NO HESISTATION TO GIVE THEM A NEGATIVE RATING

AVOID BUYING ANYTHING FROM THIS STORE AT ALL COST

ORDERS WILL BE CANCELLED FOR NO REASON BUT STILL HOLDING MY MONEY

ABSOLUTELY DREADFUL CUSTOMER SERVICE

I HAVE ALSO RECEIVED DAMAGED ITEMS FROM MR PORTER WHICH CANNOT BE RETURNED

https://youtu.be/CciaeHufenw
I bought a Brioni shirt like new, but they brought me second-hand, wrinkled, wrapped in black paper, without branded packaging.
The site says that the delivery is free, but DHL charged an additional €22 for delivery.
Mr Porter immediately admitted that the shirt was delivered in an inappropriate condition and issued an ultimatum:
- either I return the shirt and lose €60 (€38 customs taxes + €22 additional shipping fee);
- or I agree to 10% compensation (€39.58), which is outrageously low.
This is a very effective (fraudulent) way to sell Second Hand.

Let me give you a very real cost/percentage example of a concern that really makes me worry about shopping with Mr. Porter. I purchased a pair of Jeans that was described as SELVEDGE Denim. Most shoppers know what Selvedge Denim is, and certainly Mr. Porter knows well enough what it is! (it is a different weaving technique and is easily identifiable). However, when I received the Jeans, it was NOT selvedge denim, instead it was regular weave denim. I sent them the received item photos showing this very clearly and requested a return for a full refund. They ignored the error, refused a full refund, and generically replied that duties+taxes+shipping are not refundable.

Let me give you the exact numbers so you can see how this can affect you:
I paid GBP 114.46, however, I was refunded GBP 69.81. Therefore, I have lost almost 40% of my money on this purchase based on wrong information they have provided on their website. Agreed, my purchase was not a massive monetary value, but it was of value to me nonetheless.

Based on my experience I look at it this way, Mr. Porter has now ventured into fine jewellery and watches. Can you really trust buying a piece of gold jewellery from them online based on the information they provide you? What if the gold is not gold, but instead copper/brass/plated. You contact them and they refuse to acknowledge it, refuse refund and instead provide you terrible customer service. Can you imagine the monetary loss that will hit you, not to mention the terrible experience, which, in the first place should have been a pleasant one. (BTW, someone else has also posted a review where they purchased a silver jewellery, but it is was not silver.)

Online purchase is based on accurate information and trust. Unfortunately, Mr. Porter is running short on these qualifications. They were great earlier, but it seems that since the YOOX NET-A-PORTER takeover its downhill. I have been a customer with them since 2015/2016 and can vouch the decline in their service pre/post.

Please be very, very careful with this company.

Absolute terrible place to shop, had several orders cancel on me without an explanation. They love to point fingers at your bank but i can tell you 100% without a doubt the problem is on their end. I've used 4 cards and all cards resulted in my order canceling. After having paid with apple pay, they held the amount on my card and insisted that they can't see the order being placed on their end. After having been in contact with the support team they finally admitted it must be a technical error on their end and that i'd need to wait a couple days to hear back from them. In the meantime, they've informed me that the items in my cart have all sold out. I would rather get hit by a car than to attempt to buy something from here.

I contacted Mr P. Twice, once where a sweater was reduced while it was shipped to me and I asked if the price could be adjusted. They didn't, fine bc quickly afterwards it had sold out.
The second time I ordered a lilac TF polo which was advertised as 100% cotton, it home it had 15% elasthan. I contacted Mr P who argued that it was the same shirt that I had ordered and I could send it back if I didn't want it. Maybe if they had offered me something I would have kept it, but I am now very likely to send it back.

I ordered a ralph lauren polo shirt purple label on Wednesday evening 6pm it came the following Saturday 3pm as stated. Very impressed. Will definitely be using Mr porter again. Regards lee

I ordered 2 shirts from the mr. Porter app and finally received my order today. However they sent me the same shirt twice instead of what I ordered. I reached out to their 24/7 customer service and the rep told me I ordered the same shirt twice. I had to email her a screenshot of the app as well as my invoice number to prove I did not before she would help me. I was then told I have to return the shirt, wait for a refund and buy the shirt I originally ordered again. I asked to speak to a manager who was also of no help and disputed with me to then be told the shirt was sold out and just create a return and wait for a refund. Will NEVER shop here again. End clothing, saks 5th ave, ssense and a lot of other sites offer the same items without the sketchiness. Buyer beware.

My black friday order that is placed on november 26 still wasn't shipped on Dec 23. This is absolutely unacceptable.