The Outnet

After reading online reviews, i was nervous and places a small order. Everything was legit and in great condition. Since then i have placed multiple orders and find outnet to be a lovely site for previous season items. 100% recommend. There is nothing wrong / fishy about this site.

Review:

I am writing this review as a disappointed long-time customer. Despite making over 10 orders, I recently encountered a size issue (Order No. 1907Z8CDN2301H) and requested a delivery fee refund due to the company's mistake. However, it's disheartening that I've been asked three times for photo evidence, and even my provided photos are deemed insufficient. As a loyal customer, I expected better support and a smoother resolution process.

Sincerely,
Alina Peter

If I could give zero I would,
Got the wrong pair of shose.
Sent them back after contacting Custer service.
They kept both my money?! And the so called wrong item? In what world does a company keep 289 Euro and the item?!
Every communication takes week and is unhelpful. They do not take any responsibility.
Give me my money back or what you call wrong item back. This is crazy.

This is outrageous. If your oder is over $1,000AUD they will not refund your duties paid on the order.
This should be illegal. All other sites do like Matches and MyTeresa etc.
I will not be buying from the Outnet because of this policy.
BEWARE!

My latest email response to The Outnet-this has now been going on for 7 weeks. I've added Emma Mortimer to the emails but no one from her organisation has bothered to respond. They keep telling me that they issued a refund 12-7-23. I'm aware of that, and it isn't THE ACTUAL ISSUE. The issue is that they didn't refund the full amount! They say they won't refund a shipping charge but there was NO shipping charge because my order qualified for free shipping. Does no one there know how to read (and comprehend) anything?
Full details below.

Thanks-but-how can there be confusion?
I ordered two jumpers from you.
The box arrived torn, and the cream and green jumper had a very dirty area on it where it had been exposed during shipping.
I notified you of that and sent photos.
Your CS representative accepted the photos, created an exchange for that jumper, and a return for the other, which didn't fit me properly.
The box was picked up from me 11 June 2023.
You received the return 26 June 2023-it sat in Brescia customs for a long time waiting for your action.
You acknowledged receipt, but then failed to send me the replacement in any kind of reasonable time.
The exchanged jumper was meant to be a birthday gift, but as it took you so long to process and get me an undamaged one, I asked you to cancel and refund.
You first said you would do that
You then said you wouldn't, you'd have to send it and I'd have to return it again.
You then said you were attempting to cancel.
You then said you'd cancelled.
Then you said you hadn't
You then SENT the jumper to me-
And you then recalled the shipment.
I NEVER saw the exchanged jumper.
You then refunded me an amount that is less than what I paid you,
You apologized to me in writing and said you were processing the remaining refund.
You then said you weren't doing that because I had to pay for shipping.
You then said you were 'investigating'
You then said you can't refund shipping but will add a courtesy refund to my account.
That is patently ridiculous. I told you NOT to send it. You did, but didn't deliver it to me! And somehow you think I should pay for this?
Kindly refund the remaining amount you owe me immediately. I don't want a 'courtesy refund' as I have no intention of ever shopping your site again.
Still copying in your CEO-someone really needs to pay attention here.
I have every email in this sorry exchange and will continue to pursue this until you have refunded the full purchase price.

Do NOT purchase from The Outnet. They have changed their delivery and returns operations and having waited 3 weeks for my items to arrive, a month after despatching my return, still no refund. Dreadful customer service. Avoid like the plague...

Buyer beware - if you don't ship to the US, the duties and taxes are probably grossly over-charged. I was informed in writing that 'the taxes and duties are calculated automatically by system at check out to include all required charge in the local destination. Kindly refer to the price at the check out.' I informed them of my provincial sales tax (Canada) and the sales taxes were more than double than what they should have been, as were the duties. They stonewalled and refused to alter the sales tax rate. I registered and was supposed to receive a discount code. I didn't and was told my email wasn't registered, even though I'd received a welcome email. Taxes and diaries are not refunded with a return so be careful when ordering. My experience on the phone with customer care was extremely frustrating. They pretended to help but were in reality stonewalling. And they had no answer as to why US orders paid neither tax or duties. Very sketchy checkout process, especially if you're not placing a US order. Customer care is a joke as they don't help and I doubt they care.

I bought an expensive pair of those that broke after 4 weeks, and only 8 wears. The shoe lace holes began to tear and by 8 weeks one side was just one big hole.
I send photos and an explanation to outnet who told me that it was regular wear and tear. This is totally illegal in Australia and the law extends to retailers who ship to Australia.
Worst buying experience I have ever had.

Very unprofessional company they show something else and send some other products which is not worth Of the value which u paid as they are sending from out of country you can't return the product and if u return just keep on tracking the for refund or exchange very very very bad experience as I ordered golden buckle but received some thing which is not my taste at all feel betrayed

I bought a pair of Jimmy choo shoes from them. I didn't wear it until I was going out one night. I realize I could barely put my foot in the shoe mind you I have three different colors of the same exact shoe from the actual store. Then when I got back, I thought let me put the shoes I bought from outlet next to the one that I bought from the stores the stamping and the stitching was completely off, showing they are selling fake items I sent them several emails, but they denied the whole thing. I am going to contact Jimmy Choo directly and give them the information on this site. Please don't buy from them. Most of their items are fake.

I had purchased 4 items vide order no 0904ZRP4E2301H on 14.04.23 but 2 of the items were too large for me and I wished to return them. The return invoice they generate is flawed (no HSN code/ address mentioning two countries - Italy and Hong Kong PRC) so that the courier service does not accept the same. I made numerous phone calls - ( to Kylie, Jess, Michelle, Ariel Luis and other Customer Care Consultants) and was told that I could not receive a refund if 2 countries were not mentioned as the items are sourced from one country and billed from another. The courier service assured me that the customs will not release the parcel if 2 countries are mentioned. After numerous phone calls and a ton of headache finally the package was returned to me by the courier company as the customs would not accept it.

I ordered a dress on Sunday for my daughter's birthday which is this Friday. It still hasn't been dispatched and I am worried that it won't arrive in time. I can't understand why it is taking so long. I have also returned an item but am now worried that I will never be refunded. I don't think I will ever be able to order from the Outnet again. They are just Too unreliable.

This company is a scam. Do not order from them. All phone reps hang up on you and are incompetent. It took me an entire month to arrange a return. Matt, Justin and Iverson (phone reps) each hung up on me. The management team is even worse. DJ the "supervisor"and Carlito the "Manager" are just as bad as the telephone reps. They do not understand a thing about customer retention or customer service. Do not be fooled, although the site offers discount. You are required to pay in other ways. What a waste of time and money.

I bought a pair of Tod's boots at the Outnet for $691. The first day I wore them the sole detached completely from the boot while I was walking. They refused to issue a refund (or even credit). They said they would pay $34.57 for me to have the boots fixed by a third party. As if that would even be sufficient! Also it looks like there is two sided tape on the bottom of the boot?!

Refund received now (after my review?)
So, I am pulling the negative review since I have my money now. I am done with the Outnet.
Thank you Sitejabber!

I did an online chat w customer service at Outnet to ask if a coat I wanted to buy would be marked down soon. They said no. I ordered the coat and before I received it, Outnet marked it down 70% and sold out of it. When I asked for a price adjustment they said no. I spoke to Angie, Rachelle and Greg in Customer Service. They leave you on hold forever and disconnect you. Finally they told me to return the coat. Terrible customer service.

I wish there's minus rating. More than 4 customer service agents were consistently lying about the delivery status not only to point out that they were unwilling to help, even though the complication was caused by their error. It is unfortunate because their products are quite good and I've enjoyed shopping with them more than 15years. Shame on you, The Outnet!

Pearl, thank you for resolving my issue. It is beyond my comprehension why three telephone staff could not. Nonetheless, I am grateful that you have!

I have shopped at The OUTNET for a couple of years with no problems until recently. I made a complaint a couple of weeks ago regarding the delay of my order and today a UPS courier apparently attempted to deliver my parcel (which was several days delayed) while I was home ALL day and logged a failed attempt and then dropped it off at a parcel shop very far from my home for my collection! When I contacted the OUTNET via phone the CS agent hung up on me.
Upon my second attempt I got someone who said he'd try to have it redelivered but I have no faith. Then I reached out on IG only for them to tell me they'll try to have it redelivered but they can't guarantee this and they are "sorry for my inconvenience". What a weak response from a supposed upmarket brand! So unprofessional, lazy and unhelpful. This was no fault of my own but that of the courier and the OUTNET should be doing everything they can to rectify this. They have lost my custom and I suggest you think twice before shopping with them!

Update: contacted the CS team on IG and it is so obvious they don't care one bit.