The OutnetReviews 274

Just got off the phone with two awful customer service reps. Unable to help me with a return, did not prompt me regarding a return processing fee that would be deducted from my return. The item did not have any other sizes available to exchange-- if you are able to EXCHANGE it should be for any item, especially if the item you are trying to exchange does not have any sizes available! They have your money and that's all they care about.

I've been a loyal customer for a few years, they just instated this ridiculous policy of a processing fee for returns. I've never had any issues until now. Also, they do not do any price adjustments for items that go on sale even if it is a day or two after you place the order. HOW RIDICULOUS! Dear OUTNET, you've lost me as a customer due to these unfair policies and terrible customer service. Will not be ordering again.

I have placed two orders recently with theoutnet.com to the UK and not had any problems. Both items arrived the next day before midday, were in secure, sturdy boxes, wrapped in tissue paper with stuffing and dustbags. Items (Vivienne Westwood handbag and Sam Edelman shoes) in perfect condition - no markers, scratches, blemishes etc. I see from other reviewers that there is suspicion that some items are fakes - mine have all the correct labels and were clearly made from good quality materials, the boxes and product information matched what was on the designers websites as did the prices. One thing I would criticise is I don't think their size conversion charts are accurate - a US10 in ladies shoes is a size UK8 not a size UK7 and I was informed by someone via their live chat service that the Sam Edelman mules I was purchasing were a true fit even though on Net-a-Porter another type of Sam Edleman mules were described as large fit - take a half size lower than usually required. I have yet to require a return or refund so cannot comment on that side of the customer service but overall I am very happy and feel confident making future purchases.

I ordered some shoes as a gift for a friend, and on their app it says 'if it's past the 28 refund window, contact us and we'll see how we can help'. So I didn't think it would be an issue that It was a few days over when my friend told me the shoes didn't fit. Unfortunately I got a flat 'no' and was told if they were faulty and it was only 3 days over rather than 6 they'd have done something to help. If they were faulty?! Clearly they don't care about customer satisfaction or legal rights!

I bought many things from the OUTNET however, I bought a pair of earring and ended up returning them Three weeks ago. I still have not received my refund. I called customer service numerous times everyone tells me how backed up the return department is but confirmed that they received my return. No one keeps in contact with you I have yet to receive my money or hear back from them I had to go through my bank. I returned the item but they still held on to my money ( 222.00) I'm not interested in purchasing from the site again. Customer service is useless!

After reading the reviews over here I was really skeptical but I decided to buy a bag anyway.
So glad I did! Ordered it from Belgium, took the extra fast shipping and it was there two days later.
Great Alexander Wang bag at a goooood price, top quality, just a lil bit crooked because of the box but the bag itself is gorgeous and is already getting its original shape back.
Will keep an eye on their items and definitely buy bags from them again.

I was very hesitant to purchase from the Outnet, based on reviews. But I was pleasantly surprised. Prices for leather jackets were very good. I had to return two of them, only because of sizing. They were gorgeous jackets for great prices. Most of all, I was delighted with the Customer Service. They answered immediately, were knowledgable, and courteous. My exchange/return was handled with professionalism and I was kept in the loop via email. I will definitely use them again! I'm sorry for those that had bad experiences.

After purchasing two final sale items I returned them to the Outnet as I found the size and fit information to be misleading. This is imperative for online purchases and customers expect this information to be accurate. Customer Service arranged for their size and fit model to re-try on and assess the fit of the tops to ensure there was not an error on their website.
After further review of these pieces, the Outnet determined there was not an error on their site. I was most disappointed to hear of their findings, especially for both of the garments. I could not have been off on both of them. I know what I read and I know how the clothes fit on my body. I am a very frequent online shopper, buying higher end items, both US designers and European.
I will no longer purchase final sale items from the Outnet nor rely on their size and fit information. Customer service attempted to assist, but fell short on what was an easy fix.

Arranged premium delivery on Sunday so that I can get the bag for my holiday...

Partner waited at home to received parcel... got a call to say they rang the bell and no one answered! They had moved on and arranged redeliver the following between 10am-6pm next day!?!

My partner said the doorbell never went! He was in the front room! Call them an hour later and they said the driver has finished work and won't redeliver!?! I was give a time slot of 3-5pm!?!

No manager on duty and the employee apologized but said 'I don't know what you want me to do about it!?!' Great customer service!

Ruined my weekend, holiday and first time shopping experience at this site!

P.s. WHY WOULD ANYONE ORDER PREMIUM DELIVERY ON A SUNDAY AND NOT BE THERE TO RECEIVE IT!?! COME ON!

The DHL collection point was closed down so i could not collect my order. I have emailed them 20 times, LiveChatted, Facebooked and called but cannot get this resolved. They insisted the Collection Point was open and sent the order there again. I had to send them a photo of the boarded up shop before they believed me. They then agreed to send it to my home. I stayed in all day but nothing and now they won; t answer again. They had the audacity to say if I cancelled via my credit card company they would refuse to let me purchase from them again. As if I would!

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...