Net-A-Porter

This is my first review I have ever written on the internet. In all my years of online shopping, I have never had an experience like this. I made an order for a $850 belt. I tried to send it as a gift to a friend in a different state. After an hour of putting in the order I realized I had made a mistake on the leather type. I quickly made a new order and emailed them to cancel the first. They emailed back that they canceled the order. But not my first order, the second! By the time I emailed them back they said it was already shipped out. And so I put in my 3rd order for the day. I quickly received a order confirmation. But within an hour I received an email stating that the order has been canceled. When I called them they said it was because The billing and shipping address didn't match. Ummm so why did the first order go out!? So I asked them to please figure this issue out because it is a gift. They said that it's ok and I can put a 4th order in. So I did and wallaaaa it got canceled. This time they said they need a authorization code from my bank. I Called the bank, the bank said it was odd they were requesting one but gave me the code anyways. At this point, upon the advice of mr porter, I made a new order to my home. This way the billing and shipping are the same. But wallaaa it got canceled again! Mr porter said to make a new order with a different credit card. Mind you, my bank did not have an issue with the purchase. As for the first order, it got returned to sender but my credit card was still credited $850. Let's try to get that money back.
I'm conclusion: don't attempt to make a purchase there.

$1057. 19 sandals purchased in May. They broke the very first time I wore them in early June. I sent them back and was just told yesterday, after a 3 month long runaround, that they broke from "wear and tear". They were in my possession for less than 3 weeks. Even if I had worn them every day, they should not have broken. The pictures clearly show that the sandals are not "very worn". The sticker is still on the bottom, and you can see that the strap separated cleanly from the sole as if it was not securely attached to begin with.

I posted about this on their Facebook page. The post is dated September 6th if you care to take a look, and if it is not deleted.

I am officially adding my name to the long list of people vowing to never shop at NAP again.

I had the most horrible experience ever. I bought a pair of shoes for which I choose to pay for the same day delivery, premier evening. I've been waiting for hours to receive my parcel, just to be told in the last moment that a delivery attempt was unsuccessful. Lies! I was in, and checked like every 10 minutes to see if someone is coming. I called them and emailed I don't know how many times, no one seems to bother anymore to answer to anything. Basically now I have no idea when they will deliver the shoes, or if they have any plans on doing it. Do not waste your money and time, with them! It's just atrocious their system. I'm so disappointed. You'll pay for an expensive item and delivery, but you'll not get anything.

I checked out as a guest and then wanted to return something. This is impossible. I emailed them three times and never heard back. I called and after being on hold for 20 minutes they said UPS would send me a label. That was four days ago and i still have no label. This is not rocket science... every other place i order from has a streamlined return process even if you check out as a guest. I never post bad reviews but this is insanely frustrating esp since i'm about to be past the date where i can return things and the jeans weren't cheap.

Waiting for my return and an exchange for three weeks now.
Customer service hotline —> noone answering.
Email—> noone answering

This is a very poor customer service for a company that is selling such expensive products.

I bought an LED mask on March. It stopped working in April. I contacted Net a Porter immediately and asked how I return it and replace it. All I have had despite several emails and using Resolver is 3 emails saying they are looking in to it and will get back to me. It's is now 2 months since my initial contact with them. Do not buy from this company.

Ordered item and waited a few days but never received a tracking email to show item had been shipped so I called customer service only to be told that my order was canceled. I asked why and they stated because of my card issuer. So I hung up and called my card issuer and they stated the order is still in process and just waiting for NAP to finalize the order. So then I called NAP back and still didn't get any reason for the cancellation and so then I proceed to ask if I can just purchase the item again and was told it was sold out. I'm completely appalled that they would just cancel a $700 order with no explanation, automatic email, nothing at all. As a matter of fact, I received confirmation that a shipping label had been created even after order was canceled. I was still charged and now they are saying I have to wait 21 days for a refund. I'm disputing this. I should've known 1 site that has an item in every size that is sold out everywhere else was a huge red flag!

The most appalling customer service I have ever experienced. I paid for 24 hr delivery and 24 hrs later was informed that it would take 4 days. I called and cancelled the order twice when I knew it was not coming and explained l was leaving the country for 6 months. I have been told the order was delivered and signed for, despite no one being at the address. I have now been charged on my credit card for the items including the cost of the 24hour delivery, none of which I have received. Now customer services do not respond to my emails, so I have no choice but to pay a large bill for goods I do not have. I am outraged by this blatant theft.

I placed an order for over 3000$US. In that order there was a silk Gucci shirt that was never sent to me. They put everything inside the box except for my shirt. The box was small and there was way too much merchandise already in that box. They are arguing that they do not have that shirt in inventory anymore, therefore they sent it and it must be DHL.
This is impossible. It is not DHL. Net à porter is a fraudulent company. I am not the only person to whom this happened to. This company used to be great, it is now the worst site from where to buy from. I will now have to report them to the bureau of consumer protection, file with visa to get a refund and make sure I expose this scam in the media. Absolutely terrible experience.

Absolutely appalled at the customer service received from Net a Porter (which seems to be a common theme across most people who have dealt with them).

No response to emails (it's been nearly 2 weeks with chasers and not even an acknowledgement of my message(s)).

Their instant messaging service is a joke (seems like it has been outsourced to a SSC). My first interaction resulted in them ignoring my message for 3 hours then coming back and telling me they "went on lunch which was more important...". It took a total of 7 hours for me to register my faulty product with them. I have still not received confirmation of a replacement which frankly is not enough considering the delays and the amount of time I have had to spend on this matter.

Net a porter does not stock anything Clothing/Accessorise wise that Matches or MyTheresa don't (who both offer exceptional service) or anything skincare/makeup wise that Space NK or Cult Beauty (who also offer exceptional service) so I strongly advise you use this retailers.

The only resolution I see is to ask my card provider o block this transaction until they bother to respond to me

I ordered a pair of shoes from Net-A-Porter and from start to finish it was a disaster. Their team put in the wrong shipping information so my item was greatly delayed, when it finally did arrive it was the wrong product. I mean literally- wrong size, wrong actual shoe- everything was wrong. I called them and now due to the delay the shoes are sold out everywhere! With shipping and duties the shoes cost me $1000 to say nothing of the time I wasted trying to reach them. Their customer service team is atrocious and have done absolutely nothing to remedy this. DONT WASTE YOUR MONEY! DONT WASTE YOUR TIME!

Half of my order was not included in the package (it was proved that it was not the carriers fault) and the ordered items really weren't cheap. The store refused to give me a refund even after multiple discussions with the service hotline. It was also proven that the recorded weight by the postal service was from the beginning not high enough, so that it was obvious that the store didn't include half of the items in the package. Finally I did pay for everything and could not get a refund for their fault!

I have never been more disappointed in a purchase in my life. I decided to shop at Net A Porter because in the past, I've always received my order super fast. However NAP cancelled my order without any explanation, and their customer service rep actually explained that it was bc my shipping address was different than my billing address as if this was some new wild concept and actually had the audacity to tell me that my work building, floor, and desk location didn't exist. Now I've paid for a Gucci bag and the amount posted to my account but I'm without said bag or a refund. This same customer service step actually hung up on me when i was upset about this. This whole ordeal resulted in 23 hours of customer service hell where i even took this to Twitter to tag their pathetic CEO to complain. Instead of actually helping me NAP blocked me. After finally getting in touch with a supervisor in their customer service we were able to order the item but now I've paid for it twice and just exhausted and frustrated. If you're reading this review and unsure about NAP be assured that you should take your business elsewhere. How can they actually get away with this?

A retail company that does not care about the customer at all
Net-a-Porter has seemlessly delivered the goods I ordered. None of the items worked, so I sent them back within te return period as instructed. The taxes and duties of over 1500 USD I had seamlessly paid net-a-porter were not returned with the cost of the goods. When I contacted Net-a-porter requesting this amount, I was told rules for the US site is different for UK orders and I should have known that it is US site from the currency and that I should hire a customs broker to get this 1500 USD back. They did not offer ANY help. Did not send me any documents, did not refer me to anyone/customs brokers who can help.
If you're ordering from UK - do not do it, it's a scam. I am very unhappy with how little help I got, given the amount of money involved and I contend that the site and the whole ordering process is misleading and is susceptible to such errors. Net-a-porter does not take any responsibility nor try to help in any way. There should be consequences for this.