Net-A-Porter

DO NOT BE SEDUCED by the fancy styled website and assortment of luxury designer products! To all international shoppers, especially in Canada, be careful!

First, site does not specify tax on delivery fee but checkout will add tax. Second, DPP (duties pre paid) does NOT mean paying for erroneous duties that shouldn't be charged in the first place. I purchased 2 JBrand bottoms I know are made in USA as I have both in different purchased elsewhere. According to NAFTA Free Trade Agreement between US, Canada and Mexico no duties will be collected by these governments if items are imported and made in these 3 countries. Net a Porter charged duties for American made items that took me 3 calls and 3 emails to have them check product itself before they believed me. I had to educate them about NAFTA but still they said they want to charge all duties and taxes upfront and will refund and email me after order dispatched i. E. Sent out for delivery!

Any other reputable retailer would not have charged in first place and then made necessary adjustments for their error immediately before client credit card charged! Well not so much with Net a Porter.

I did not cancel order as items only $300 and will use to test the entire sale, refund, customer service process. I hope to get items soon and most of all a refund for duties Net a Porter are not entitled to charge or keep. I envision at least 1 more follow-up call and email to sort out. Thank god for toll free lines.

Overall, huge hassle and time consuming. Also, must rely on own knowledge of international shopping agreements between countries! NOT WORTH IT! Shop elsewhere.

HORRIBLE shopping experience!
I like their selection and their prices are whatever, considering everything is all brand names - obviously your going to have to pay extra for them!
HOWEVER... g-d forbid you have a problem with your order and have to contact their customer service... i would rather bath with sharks! I had to return a damaged merchandise that i spent >$1200 on, and it took >2 months!... Dont even bother calling bc you can never get through and no one will ever return your calls!... and cross your fingers if you send them emails bc they only respond to about 1/5 emails I sent them, never once did they apologize for their service/delay, even though I complained to them numerous times!... I would not order from them EVER AGAIn!

I do recommend: SHOPBOP BEST CUSTOMER SERVICE and great variety!

My all-time worst online shopping experience occurred on Net-a-Porter. I ordered a couple of jackets that were on sale. Simple enough. I received an email that said the order was undergoing a security check, and that once it passed, the items would be shipped. Then the experience turned into something like the soup-nazi episode on Seinfeld. The price on the jackets dropped two days after I ordered them, so I called and asked for a price adjustment. I received an incoherent response to the effect that the policy was not to give customers the price break unless the "timing" was right. (None of this "the customer is always right" stuff that NM, Saks and other major retailers regularly provide.) Then Customer Service demanded that I register my shipping address with my bank, since my billing address was a P. O. Box, and once the bank confirmed it the items would ship. No such luck. I even set up a conference call with between myself, Net-a-Porter customer service, and my bank, during which my bank approved the shipping address. A couple of days later I noticed that the hold for the items had dropped off of my credit card account, but I had not received a shipping notice. I called again and Net-a-Porter customer service said there was still a problem with authorization of my shipping address by my bank. I confirmed that the bank had authorized the shipping address. Then customer service informed me that my shipping address was not a residential address, but a mail drop. Since that was no secret, I confirmed the fact that it was a mail drop, and advised that I had used it for years and that no other vendor had complained. Net-a-Porter said that the concerns were for my own security. I said, "Then how am I supposed to get the merchandise when you refuse to ship it to my shipping address?" The lady told me to find a friend whose residential address I could use for shipping purposes, since I never give out my residential address so as to avoid stalkers. (I work in a field that involves a lot of violent, dangerous men.) I was advised that it was my tough luck, and that they were only concerned about my "security." I pointed out that Net-a-Porter.com was not going to stay in business very long if it would not approve people's shipping addresses, but kept creating more hoops to jump through. I came up with a friend's address for shipping purposes, and I got the authorization codes on the purchases from the bank, yadayada, as demanded, and STILL Net-a-Porter won't send me the goods. This has never been an issue with any other retailer I have dealt with. Net-a-Porter.com is an exercise in frustration. Shop elsewhere and save yourself the stress.