Net-A-Porter

I am really upset with the service with this company, I am new to this website and simply cannot get my purchase as they keep cancelling it. I have never had this amount of trouble just trying to pay for something. They tell me it's because I am a new customer and all the call handlers sound drained and depressed when dealing with you. Quite frankly I don't think I will actually ever receive my order, it's frightening. The thing is I now worry as to whether this company are operating correctly, I won't sleep tonight as they have my card details and quite frankly I feel very very worried. This situation has left me fed up and really sad. I can only hope I actually get what I have spent the best part of my entire afternoon trying to sort out.

It seems that Net-A-Porter are unable to process their returns efficiently or quickly! Customer service advise they have received a large amount of returns and they are working through them! It seems quite clear that they need to employ more staff and these delays shouldnt be an inconvenience to the customer! This seems to be every time returning to Net-A-Porter & not an isolated incident! It is worse when they have had promotions! But then you would think it was sensible to employ extra staff duting promotion period to deal with large amount of returns! When asking customer service to speak to a supervisor they advise I should call back later! Even requesting a call back or email was met with similar stupidity as I was told a supervisor may not get back to me for 48hrs! I think they should rename customer service to NO CUSTOMER SERVICE! Matches however run rings around Net-A-Porter & have a far more efficient & professional attitude towards their customers!

Such poor customer service, they reduced me to tears, literally.
First of all, the purchase started painful, I knew I should have stopped right there and then. After the purchase, I received an email that my order is on hold because they need to run a financial check. Lost 2 days because of that.
Secondly, the shipment was slow (UK to Germany). Comparable luxury retailers ship the products much faster. With this delivery speed, I might as well have ordered from an Instagram brand created a month ago.
Thirdly, with rare exceptions, customer care has been unhelpful. Actually, during the last call the employee hung up on me in the middle of a conversation after a somewhat lengthy pause!
This cemented my decision to return the parcel and to forget about Net-a-Porter like a bad dream.
I will not support NAP's business with my money anymore, there are plenty of other online luxury retailers providing much better service.
If you are thinking to place an order with Net-a-Porter, think twice, especially if you want your item delivered outside of the UK.

To Canadian Shoppers: Netaporter over charges Canadian Customers. I wanted to order a shoe and when I went on the site I saw the price and when I changed it to Canada it increased the price by $30US. Both sites quote in US dollars. This is before I went to check out (where they add taxes and duty). In addition, Canada and Europe have a new trade agreement; whereby Canadians are not charged duty on European made items. Why hasn't netaporter updated their customs rules to reflect this? Now that Yoox Group has acquired them---everything has gone down. This is a rip off. I guess if you order Netaporter US or UK and ship within those countries it might be worth it--but not to Canada. In fact I end up paying 20% to 30% more than to matchesfashion or mytheresa.

I've been noticing SO much negative feedback with NAP customer service so wanted to leave positive feedback from my own personal experience shopping with Net-A-Porter. I can't recommend the overall service enough, it's fantastic! The shopping experience is brilliant and I've purchased full retail and sale pieces over the past couple of months to receive them on time with speedy results! From ordering to receiving the whole experience has been brilliant! I wasn't sure as to what size of Isabel Marant slides to buy for instance (due to it being French sizing) in the sale and ordered two sizes and other sale pieces in separate orders due to low stock and pieces coming back into stock on my wishlist and every order placed was shipped out promptly (the same day). Once dispatched the items would then arrive around 2-3 day's later via DHL with excellent service and tracking information! I would even request the parcels to be left inside the porch - but the driver would always make sure a neighbour signed for each parcel as I work evenings. Once received each item would be packaged beautifully in tissue paper OR branded box if buying shoe's etc and sealed with a ribbon. I can't fault how the goods are received and they definitely give you the luxury service when paying for P&P if orders are below £200! Presentation out the way and onto Returns! Returns I was hesitant about as I HATE returning items but when it comes to shoes this is sometimes a must as each designers sizing comes up different. The returns process was fantastic and I managed to set this up easily through the NAP website in my order(s) history and each piece was collected by DHL the very next day! It only took around 4 day's for my returns to be processed and the payment refunded to my original bank card! All in all, I've had a great experience shopping with NAP and will most definitely be a long-term customer as pricing is VERY reasonable and very like Mytheresa, if not better!

I would also like to add that I've experienced no issues with NAP declining my card/order before placing each order(s) and each transaction has gone smoothly from start to finish.

Net a porter order confirmation and customer service is frustrating and very ineffective.
I am a long time customer in the USA.
I recently tried to order items in Hong KOng for a wedding. With no success at all.

I placed the order and paid for same day delivery.
A few hours later i received a message saying they needed to do a credit card check by placing a small amount on the card. I have tons of credit available on this card.
Three days later I am still waiting for their credit to arrive into my bank account. No credit= no verification= no order delivery.

Four calls and over 20 minutes waiting for help and they can offer no solutions. I offered to remove items to lower the amount. No go. I offered to pay with another card. No go. They say, just wait for the credit to arrive. I wait and wait... I visit the bank. I wait and I wait.

It is very understandable and wise that Net A Porter wants to avoid fraudulent transactions. However why are they using such an antiquated system?. The credit card I used is signed up with the bank to provide second tier verification by sending a passcode to the registered cell phone. Why doesn't Net a Porter use this system like most other businesses in Hong KOng? Subsequent to this issue I have been able to successful make a number of large purchases using the same card. All immediately verified through more modern systems and technology.

Get your act together Net A porter. You have now lost this previously satisfied customer.

The Gucci ankle boots I ordered from net-a-porter.com arrived in lightning speed... less than 4 days. And came in a pretty box and packaging. Unfortunately, they were a tad too large for my feet so I contacted them via telephone to start the return/exchange process. The gentleman I spoke with had such a lovely demeanor to him and he immediately put me at ease. The whole return/exchange process was easy peasy and I received my correct size boots in a jiffy! HIGHLYYYYYYYYY recommended over the other luxury online website ssense.com who is crap at customer service.

I purchased shoes from Net-a-Porter on 11 November, which did not fit. I tried them on at home, and returned them. Nearly THREE weeks later, on 1 December, I received a reply that my shoes did not pass quality inspection. I called to complain, and was told that they had signs of wear on the sole - I had tried them on at my home. Besides this, these shoes DID NOT have the sticker on the sole which is attached when you purchase directly from the brand. The individual on the phone said she would see what they could do. Finally, after emailing twice to ask about it, I received a reply 29 December that they still would not accept the shoes and were sending them back. I called, and all I was offered were apologies for the delay. Net-a-Porter, I would expect MUCH more from a company like yourselves. This is completely unacceptable. I won't ever be shopping with these people again.

I bought three items since the 13th of July items they have not been received yet. No tracking number provided in email. I called after a few days no one knew what had happened. Called a week later still no idea from customer service person I spoke to they were waiting for a response from DHL. Two weeks after sale found out order sent to Hong Kong in error when I live in London. I was promised order will Be sent back to London and sent to Me still waiting nearly four weeks now. Unhelpful staff each one seemed to be not interested in my plight. I get the impression company just interested in the sale and no customer after care.

Will not be shopping there again

Good marketing (with the magazine) and nice selection but customer service doesn't match expectations for a luxury online shopping brand. You pay extra for courier delivery and they can't get the time right, always showing up when no one is home despite multiple emails. Takes up way too much time to actually get packages. Pretty disappointing. When I sent an email to complain they didn't even apologize for the fact that I'd sent three emails letting them know when delivery should take place, and they kept delivering outside of those windows. In fact I got a rude response.

I have NEVER written a review about a website in my entire life but this site is great. Speaking on behalf of the fact ive tried to purchase designer/luxury items on other sites (including ssense.com) I give it a 5/5. I ordered a pair of shoes on sale and the shipping cost was free. I called a few days later on the number on the site to ask what day they would come in, the lady on the phone was the kindest person ive ever spoken too and the service was amazing. She told me they wouldn't get in until July 3rd, and i needed them for June 24. I was super upset and the woman on the phone could tell and she tried everything to help me and apologized many times and told me it must be a mistake because shipping usually doesnt take that long. I was super annoyed and figured they'd come in late but, they came in on the 23rd! Either she accidentally told me the wrong delivery date or she came through for me I was super happy. They came in perfect condition and Im very happy with my experience!

I have heard how amazing net-a-porter is so I decided to order from them for a dress to wear to a wedding. I was ordering over a holiday weekend, but with their "FREE 3 DAY SHIPPING" claim I did not feel the need to add rush shipping as it would come to day before the wedding. BIG. MISTAKE. When I hadn't received a shipping confirmation from them 48 hrs later I called customer service. She told me the "three-day shipping" meant it would be shipped from the warehouse within three days! HOW STUPID ARE YOU OR HOW STUPID DO YOU THINK I AM?! When I asked to speak to a new representative she placed me on hold to then come back and say there had been an error in my order and that it could not be shipped until the error was fixed and they didn't know when said mysterious error would be fixed. That's it. I asked could I order the same item with overnight shipping now and I'll return the one arriving late. No overnight shipping. And they don't deliver on weekends. So no, that wouldn't do either. To boot, even though there was an "error" on their part there was ZERO done to recover the sale/customer. Ridiculous. Will not shop here again.

I used to love NAP and found their selection and service very good, but have found that since they sold their company the quality has gone down. I have continued to purchase from them if I find something I really like, but this is just unforgiveable.

In 2017, NAP started charging sales tax for purchases from other states such as MA. MA charges no sales tax on apparel items under $175, and starts charging when the price exceeds that. So for example if you buy something for $200, you get charged 6.25% of $25. (You can easily find this information online: http://www.mass.gov/dor/individuals/taxpayer-help-and-resources/tax-guides/salesuse-tax-guide.html#apparel)

They have been charging sales tax on the whole amount if the item is over $175. Earlier this year, I pointed this out to them, and they said I was right and they would refund me (but I ended up returning the items so it was a non issue). Now it is the end of May, and they still have not fixed this issue. I find this borderline criminal and extremely dishonest of them, especially as they have been notified of the issue. They are essentially overcharging certain customers for tax in certain states!

Other sites such as Neiman Marcus calculate the amount correctly (I even put the same dress in my cart to double check!) You would think in today's world with the technology we have this would not be so difficult. So if you do decide to purchase from them, double check the math and be careful!