The Outnet

Their T&Cs say you are entitled to return goods within 28 days. I followed their returns process to the letter and arranged a collection of my returns via their preferred courier DHL (as theoutnet.com say returns are only insured if you use their DHL service). Two days later DHL delivered the package back to me! I have contacted both DHL and theoutnet.com many many times over the last few days. DHL say theoutnet.com need to provide me with new return labels before they can collect the return. TheOutnet.com tell me DHL should provide me with the necessary paperwork (ie a new airways bill) which should then make a recollection possible. DHL are adamant they don't provide airways bills any longer... so I can't get my returns back to theoutnet, com and therefore I am unable to get my refund. The staff at the TheOutnet are always very sympathetic and have promised to help in all sorts of ways, but nothing actually ever happens... so unless you are 100% sure you want the item you are buying take great care before using this company...! Looking at what to do next to escalte this... if anyone has an email address or phone number for someone senior could you please post this...

Bought a designer shirt for my wife for Christmas. It came with under arm stains and smelled like curry.
The pair of shoes that we purchased were supposed to be made in Italy. Stamp on the bottom said "made in China".
When i called their customer service number to question what happened and how to get a refund, i was told that it was not possible for me to experience a stinky worn shirt and Italian shoes made in China- she hung up on me! I called back and asked for a supervisor. In a righteous French accent i was told to hire a lawyer and call the better business bureau. Stay clear of the "Doubtnet". Major scam selling used items with bogus deigner labels!

I ordered a blouse and if I knew they use DHL for shipping would never done that. DHL never deliver as promised and this what happened. I've got a call early in the morning, a few messages during the day and still didn't get my parcel. Don't know when I will get it and how because can't stay home every day for the whole day, but definitely never will order anything from them again!

I have purchased a coat in size 36 on Dec. 6,2016. While making the purchase, I was relied on the product measurement guide to select the size which on the website stated We measured this product for you. Under the impression of OUTNETs supposed reliable credibility and expectation of an established banquet shop, I made my first purchase with you guys.

After and in the process of purchase, I do not received or see any notification regarding unreturnable of this particular item on the invoice/check out/email communication. When I received the coat, it is obvious the coat is too big for me. The size is significantly larger than the measurement provided. The actual measurement for the coat is more than 2 inch longer (both length and sleeves) than the measurement on the website which is none acceptable. It is obviously a faulty product and not able to wear as the intended size. I then made a phone call to the customer service on Friday, December the 9th, 2016. The person who picked up the phone was rude and just before I explained the whole situation to him, he simply hung off my call after saying the item is not returnable.

I was horrified by the service while looking at the package, there is even a tag on the coat stating Returns Will only be accepted if this tag remains attached. With no indication of not returnable on the included invoice and the included sheet stating various ways to return the product. The conflicting information and subpar customer service from a faulty product that is not returnable is beyond my imagination. I only ask for OUTNET to fix this situation and simply accept the return and refund this faulty product as this is the only correct thing to do for a responsible business should do.

Half of my order was missing and customer services refused to engage. Canned, unhelpful responses (when they do respond). Unable to provide tracking details, and do not take complaints seriously. I need to resort to an Amex chargeback to get my money back. I've spent nearly £4000 over the last six months but that means nothing to them. I was a very loyal customer and recommended the OUTNET to all of my friends and family but never again. Very, very disappointing.

Nominated a day to receive item - stayed in all day and item wasn't delivered.
I called Customer Service that day to ask if they knew what was happening and was told that i'd get a call back - Nothing
I'd call back to say that i haven't heard anything, again they promised to find out what happened and will definitely call back - Nothing
I sent an email and asked for a response - Nothing
I called the next day and was promised that someone would call me back - Nothing
My sister sent a message on my behalf on facebook (i don't have a face book account), she got a response within 5 minutes saying that someone will contact me - Nothing
Frustrated with this shocking "Customer Service" i called DHL and told them that where-ever the item is do not deliver to me but to send it straight back - And still no one has contacted me.

My friend lives in Korea, and I live in the US, she asked me to buy her some clothes from the UK Outnet, she sent me the link, she said the dress was 346 Euros, but when I opened the link, it appeared as 450 Euros on my computer.
How the hell it could happen? We sent screenshot for each other and still didn't get it.
I'll never comeback, I felt like we're cheated in some ways. How on earth one product has two different prices? Even in the same store.!

Have never come across such a hard difficult frustrating method used to return goods. What's wrong with using the post office. Navigating the dhl website is frustrating and premium rate telephone and the local off drop off isn't local. Far to far to travel. Make sure your order is going to fit you before you place your order as it's an experience You will not want to go through. NEVER again, I've Unsubscribed, it's not worth the hassle

Ordered a Chloe dress and deliberately kept the order under the New Zealand tax threshold for importing personal goods - noticed on the invoice that I was charged this anyway by the company at nearly 20.00 pounds (can't find the pound sign!) paid shipping of 16.5 also - on return I notice that you don't get the duty back and have to pay shipping again - a very expensive way to try something on - I was going to recommend them to friends who are looking for wedding wear and something a little different but I won't now. Will stick with Shopbop etc etc - no shipping and full refund with just cost of return if unsuitable

Approx 6 weeks ago I ordered 1 pair of high rise boyfriend jeans, I received a pair of low rise boyfriend jeans. I returned the wrongly dispatched item and was assured that the outnet warehouse had the correct item in stock and the item would be shipped once my return has been received. Another 3 weeks later I receive exactly the SAME item again that was wrongly picked in the first place: a pair of low rise jeans instead of a pair of high rise jeans. When I called customer service I was advised one of two possible things that may have gone wrong in my case: The outnet warehouse may not have had the correct item in stock and therefore it was decided that the next closest item would suit my needs or alternatively their computer records were wrong. Either way the non satisfactory outcome of my failed purchsase is UNACCEPTABLE. My refund will be authorised once I have returned my purchase for the second time, ie. In approx. 8 weeks. This means I have injected £100 into The Outnets capital flow without any return. Not a very good investment. At least I would have expected my refund plus interest from the point onwards when the second order went wrong. Needless to say I will never use this company again, there are many other high end internet retailers that pride themselves in excellent order fulfilment, just two to mention: Mytheresa and Neiman Marcus!

I have been a customer of the Outnet and Net-a-Porter for many years. I truly believed that the discounts offered by the Outnet were real. Some may be but overall they are not! Three examples (all prices in GBP):
1. Cushnie Et Ochs, black organza-paneled stretch-ponte dress, product code *******. Price in The Outnet £450; price in Net-a-Porter £400. Advertised in The Outnet as 'Original price £1,000 55% off'. In fact, they are selling the dress for more than at Net-a-Porter.
2. Meadham Kirchhoff, Lala embroidered wool-bouclé mini skirt, product code *******. Price in The Outnet £500; price in Net-a-Porter £500. Advertised in The Outnet as 'Original price £1,250 60% off'. In fact, same price, no discount.
3. Tomas Maier, washed-satin dress, product code *******. Price in The Outnet £362; price in Net-a-Porter £483. Advertised in The Outnet as 'Original price £905 60% off'. In fact, the discount is only 25% not 60% as claimed.

I discovered this untrustworthy practice of misleading the customers yesterday as I was buying the Tomas Maier dress. I contacted the Outnet and they said I was confused with prices as the price shown includes shipping to the UK. Shipping cost are included in the Net-a-Porter prices so nothing to do with that. They are just misleading the customer.
The Outnet customer care also said that their site and Net-a-Porter site are separate. Again, nothing to do with my claim. Both companies are part of YOOX NET-A-PORTER GROUP. And they use the same product codes!

Am starting to believe, as other reviewers in this site, that the goods sold by The Outnet are not the real ones. All the items mentioned above were sold out in Net-a-Porter, and quite some time ago. How does The Outnet manage to source new designer items when the originals were sold out? Why is there now no date for returns (in Net-a-Porter is strictly 14 days after receiving the parcel? Perhaps because The Outnet is selling used goods that have been returned months after purchase!

In looking for the perfect gift, i came across theoutnet.com. After searching for the right cashmere sweater and linen pants for my fiancé I ordered them. The size I selected was based on their size chart. It's misleadingly wrong, the outfit is too small. I contacted them and they said they understand the chart is misleading and that's why the have another chart with actual measurements.
Who measures another person for Christmas gifts? Why do they have a chart that is admittedly misleading but the refuse exchanges or refunds?

Their service is poor. They are about short term selling and not long term customers. I've been spoiled by Nordstrom, LL Bean and others with customer service.

Avoid this site unless you take accurate, intimate measurements first... and even then, good luck.

I bought an item in the middle of the night and went to bed. The order page showed that I was using free ground shipping. When I woke up the next morning I was surprised to see that they charged me USD11.95 as they have chosen expedited shipping for me without my approval. When I called them, they said that they have shipped out the item so there is nothing that they can do about it. I insisted that they talked to their supervisor but she vehemently refused. What lame excuse and horrible customer service! This is like modern day highway robbery and I don't recall any online sites doing that at all (even smaller websites). It was quite sometime ago that they tried doing customer survey to collect information on their customer spending pattern and they also did not provide any free shopping credits as claimed for my participation so I did not want to participate in more customer survey which they repeatedly sent from time to time. The irony is that this is a company which sells discounted but still considerably pricey items do not try to stay in par with image of the luxurious type of items that is sold on their site. It used to be better than this but seems to descent to this level with the change of their management. It is seriously disturbing and I can understand other reviewers who have trepidation when they buy things here and you can see the big problem comes with their internal company changes.