Net-A-Porter

Not sure if they gonna do anything about this, they basically asked for our tax number but never insert in the invoice. The local custom charges like crazy.

Think 3 times if you are sending to a country with a bad tax system like Indonesia.

Shoes porte & paire which I ordered from that website fall apart after 2 weeks of wearing them. This is not a quality you would expect for sandals for 200£, but rather maybe 10£ The Net-a-Porter customer service doesn't accept my request to return the faulty items. I would avoid ordering from that website, as it is waste of money. Attached images of the shoes after 4 times of wearing them only!

Bought a pair of rag & bone slippers lately. Not just cheaply made, unlike the pics showed. The most bizarre thing is the right slipper is bigger than the left one. And the so-called "customer care" chooses to stay quiet, like nothing happened or they r just DEAD!

I got cheated by Net-a-Porter they gave me a refund and cut off half my money and gave me whatever they decided. I'm absolutely shocked that such big company can behave so cheap and cheat their customers

My daughter ordered a pair of Gucci sunglasses in November 2021. When we opened the box delivered by UPS (which was in normal condition), it only contained the case, but the sunglasses were not there. We immediately reached out to Net-a-Porter and got a response saying they would look into it. After several days, they asked us if we still had the cardboard box in which the UPS delivery arrived. Since we did not, they said that it was not possible to "open an investigation" and that they could not help us. I fail to understand what type of forensic tests they were planning to do on the box, which I had to open to see that my purchase was missing. I am appalled by the poor quality of customer service and the unwillingness to help us. I will never ever purchase anything from this website and I encourage others to do the same.

I am writing this review with great bitterness, because for 10 years I have been a loyal client and, until recently, I advised the site to many friends. And now for a month and a half I have not been able to get a refund for an expensive item that I returned. Since the delay in the return of money, I regularly write letters to customer service, asking them to explain the reason for the delay. They repeatedly convinced me that received the item and after a manual check they would refund me the money. But these were only promises that no one was going to fulfill. And this week, in response to another reminder from me, they replied that they would not return the money, since they did not receive the item! I was shocked by such an attitude, I had the feeling that I was simply shamelessly robbed of 600 euros. I asked the customer service three times to connect me with the manager, but they do not respond to my request and write the same thing every time "we are investigating this case, please be patient." And they disappear again. I have recommended this store all the time and praised its customer service, but now, unfortunately, I want to warn everyone that you may not get your money back, as it is happening to me now...

I have never had problems with this supplier as they've always delivered my goods on-time and in good condition. This time around, the shoe size that I used to order was quite way bigger so I returned the item. On the 3rd of March 2022, I was told that they have factored a refund but I have not received the refund at all. I've been following up for the refund details and I'm just sent a screenshot with the cost of shoes details. I am frustrating as I've been a loyal and repeated client and it seems like I now have to accept that I'm being scammed. I will never buy from them ever again and will discourage people from doing so.

They are trying to ignore by saying the matter has been resolved when they have refunded me yet. They won't even produce an authorisation code. I will have to make peace that they stop my money because I returned their shoes.

*Update* I am updating my previous post to say my return was
Accepted and my credit posted without me having to contact them. Perhaps it was just a glitch
I am still willing to visit this website.

I have shopped this website for years and loved it. Now shipping is slow. I have yet to see a recent return processed. Customer service used to be beyond excellent. Updates when shipped. Updates when returns received. Updates when credit issued. I am currently waiting on my return. If there is an issue I will not shop here again. Unfortunate because I really did love this website.

DO NOT PURCHASE WITH THEM.
Terrible return service! And I believe they sell fake things charging regular price!

Website description not accurate. Charged more than another site and would not credit for difference. Customer service NOT consistently courteous.

Hi all. Ordered $3000 worth of merchandise-didn't receive one of the $600 dresses I paid for and am having an incredibly hard time getting a refund. I'm just returning everything on principle because I can't bear the thought of giving them my money after this experience. Hopefully AMEX will sort this for me-but really bleak stuff and I wouldn't order with them if I were you! They won't help you and take no responsibility... and charge you for things they don't send you.

Order a bag. Saw that NAP was having a sale. Bag hadn't shipped so asked if bag was on sale. Told yes would refund with store credit. Ask for refund to paypal. Told yes and given refund amount as sale tax on full price. Asked for escalation and details. Told bag was not on sale. Called. Was offered many apologies and a $30 store credit. Hung up. Am probably returning the bag which still hasn't shipped from NYC.

I received a gift from a friend who used Net-a-Porter. I need to return this item only to find out I can't per customer service. A return has to be initiated by the purchaser. So that means I'd have to tell my friend I didn't like her gift and I'd like to return it. Merry Christmas friend. I'd be happy if Net-a-Porter allowed a credit but no they won't. I'll never use this company. Beware.

I used to be a big fan of Net-a-Porter but I am very disappointed now. I ordered many things from them in the past and I consider myself to be a very loyal customer. I always had great experiences until yesterday. For the past 24 hours, I ordered the same items three times and my transaction was canceled three times. I called the customer service and the representatives gave me different reasons why the transaction did not go through. It seems like no one really knows why and the worst part is no one calls me back to follow up!

Good evening

You undertook a contract with me when i adhered to your policy and £8 pounds charge to purchase an item.

I ordered this item before 3pm on Thursday the 11th October on next day delivery which was paid in good faith. The monies left my bank account straight away. I received an email confirmation of the purchase being on next day delivery. Then nothing. I was expecting this purchase on Friday the 12th. But nothing, no further correspondence which caused me to call you to be told it would be sent out and received either this evening OR at latest tomorrow morning. NOT Monday….

This maybe a trifle thing to you selling high ticket items and £1000+ bag for your company being pocket change, it is however, disgusting service and i will be sending the item straight back as part of the distance sale act. I will then spend my hard earned money at Saint Laurent direct. Who i am sure will welcome my money.

I will never grace your site again. Remove all my details from your data.

I am a very unhappy customer, reviews will be added to any relevant site for future buyers to read.

I made an order on the 4th october for next day delivery, the day the item was expected i chatted online with net a porter to be told even though i had paid for next day delivery the delivery was delayed. I asked for a signed signature for the item, specified upon order and when speaking with them as i live in a shared 14 flat block.
The next day i got an email to say tracking updated with a pic of a box left outside of a door. I contacted netaporter as i had a text from dpd to say the item would be received the next day. Netaporter say item is left in the apartment block. I have asked where and they keep sending a pic which is not my front door. I have chased every week, and spoken twice to their manager in portugal who keeps saying give us one week. I have checked cctv in my apartment block, checked with neighbours and the porter and no one has received this parcel. I would like the item or a refund and i am fed up of chasing

This was my first time purchasing from Net-A-Porter, and it seriously left a lot to be desired with their customer service experience.

I placed an order for a few bottles of perfumes for a birthday gift from Net-A-Porter on Monday evening. I received a confirmation email and thought everything was in order before heading to bed. When I woke up and checked my credit card account, there was a reversal from Net-A-Porter - but no cancelation email. I called Net-A-Porter and was told it was canceled because I had the order sent to my mailbox instead of the address on my card. You would think that getting packages delivered to a secure mail center where someone could sign for the package and keep it safe for me would be ok, but Net-A-Porter just wants the package delivered to my house and left out in the open for anyone to take as they see fit. After a back and forth with their rep, they could do nothing, and they just told me to place a new order. Lo and behold, when I went back to place a new order, the items I wanted were sold out. I called back and was told they could not help and they would put me on a waiting list in case the items got restocked.

I proceeded to make a new order with alternative products from the same perfume line. An hour after the order was placed, I received an email saying that Net-A-Porter needed me to call my bank to get a transaction authorization code. I called Chase bank, they looked up my credit card transactions and said there was no code to give out. My bank said that Net-A-Porter could call to do a merchant verification if they needed to verify that I had more than enough funds on my credit card and whatever else they needed to verify. Net-A-Porter refused to call them. I had to go back and forth between Net-A-Porter and Chase so many times, finally a manager from Net-A-Porter explained that it's not actually a transaction authorization code but a code that Net-A-Porter had created and added onto the transaction as a way to verify its customers and transactions. I called Chase again and they found a 6 digit code. I provided the code to Net-A-Porter and they said that it'll take them 1-2 hours to verify and then send me an email with the UPS tracking information.

I waited all day and no email. I still had hope for my package to be sent out overnight for me to receive it within this week in time for the birthday party. After more than 5 hours, I still didn't hear back, so I called into Net-A-Porter and surprise they canceled my order again without any notification. What is the point of taking down my contact information if you're not going to contact me if (and I really wonder if there really was) any issue with the transaction? If it was a bad address like the first order, I could have easily provided a new shipping address. This time I had no idea why my order was canceled. Again I was offered a "sorry we can't do anything, please place a new order," but even these alternative selections I made were sold out. So now I sit and wait to see why my order was canceled after I jumped through hoop after hoop after hoop like a circus animal because of this one transaction that wasn't even over $1000!

I'm not sure what happened or changed, but the past few years this company went downhill! Same day deliveries are almost always late! Customer service is beyond terrible. Also, you can no longer return a gift without the purchaser being notified! How is that possible in today's day and age? With all of the technology available? How did Net-A-Porter manage to move backwards?

I bought an item that was not up to expectations, it was a skincare product with reading perfume smell and it had black bits contaminated in the product I emailed multiple times late responses and I got extremely rude response telling me I had to report it within 24 hours of delivery - I didn't open it that soon. Ervisa was rude and not helpful.