NET-A-PORTER.COM Reviews

Horrific customer service. They refuse to refund me for a return more than three weeks ago, and send me condescending nastygrams when I have inquired as to the status.

The quality of the items they sell is very bad. Shoes Porte £ paire for 200£ I ordered from that website fall apart after 2 weeks of wearing them and the Net-a-Porter dosnt allow for the return of the failed items. I would avoid buying from there.

What has happened to Net A Porter ? Sent me the incorrect item which I returned and one week later am still waiting for a refund.
They won't give me a date when they will refund the item either . Got told a few days ago they'd check whether the item I ordered was available and be in touch (they haven't )
My Theresa and Matches can have my money from now on!

Easy to use website, just have to remember that some sizes are US based so make sure you follow their chart. Ordered a present for my daughter quick delivery, She’s very happy. All is good.

AVOID THIS SITE AT ANY COST

I have ordered a dress from them for my mothers birthday. I expected it to be delivered in 3-4 days but my parcel was put on hold in Milan. I have declared the parcel online on customs portal and paid all necessary fees so I would not get in trouble when the parcel arrives (in Azerbaijan all parcels over 300$ have to be declared and customs fees have to be paid). I messaged them asking for the reason and got a dumb reply from them that there are customs delays in Azerbaijan and therefore it is on hold in Azerbaijan… (even though my parcel was in Milan). I called their customer service and lady on the phone promised me that she will investigate the issue and resolve the issue as soon as possible. Three weeks passed since hold and I have messaged them again, asking for an update and got same dumb sample message from them stating that my parcel is in Azerbaijan and delayed by customs. I replied to them and asked them to investigate the issue before messaging me. Finally, someone has looked into the situation and promised me a help, but as you might expect there was no help what so ever. I called them again and spoke to them for 40 minutes and eventually lady on the phone started the recall and refund process and promised me to compensate all extra expenses. But as you might expect again, as soon as I hung up there they forgot about it and did not care. Lady asked me to write an email including customs slips and they wil reply with the refund instrcutions. As you are already guessing I did not receive any instructions but rather a same sample email (that there are customs delays in Azerbaijan). At this time I felt like I was scammed for 500$+ and did not know what to do. Eventually after one and half month my parcel arrived in Azerbaijan and now its held bu customs and I have to pay extra fees because my previous declaration has already expired.

I understand that it is not totally net-a-porter’s fault, DHL is also responsible for that (and yes, I have contacted DHL and they adked me to messge net a porter so they can solve the issue). But it’s net-a-porter’s job to choose a reliable logistics partner and help customers, not just ignore them with sample emails which are totally unrelated to the situation.

Shoes porte & paire which I ordered from that website fall apart after 2 weeks of wearing them. This is not a quality you would expect for sandals for 200£, but rather maybe 10£ The Net-a-Porter customer service doesn't accept my request to return the faulty items. I would avoid ordering from that website, as it is waste of money. Attached images of the shoes after 4 times of wearing them only!

Will never order from then again. Will use Farfetch, Matches or anyone else.

Netaporter customer services used to be great, I dont know whether they have outsourced it now but it has gone down hill massively.

I have a order that was shipped via DHL 30 June and as of 19 July I still don't have it. It was handed off to Australia Post who have lost it in a loop.

I first emailed customer care to see what they could do and twice they kept telling me its because it is being sent to a PO Box thats why Aus Post have it. Which isnt true its being sent to a home address.

Then I tried calling customer care and each time I can barely understand them the line is always really bad and so quiet I have to strain to understand. They keep telling me they are looking into it, its been over 5 days and still no response.

Yesterday I emailed them to let them know that as per consumer law if they don't deliver on their promise ( delivery of 2-5 days ) and I still don't have the product delivered I am entitled to a refund. No response to that yet.

Honestly retail is so competitive now-a-days and you are only as good as your customer experience. That experience doesn't end when you hit purchase.

Shocking that a luxury retailer provides such terrible customer service. Wont but ever again.

Already written a review to express the horrific customer service I have ever experienced in my life. 12 emails unanswered. It was always a customer care advisor when they did respond with an unrelated answer. Does NAP have management? Don’t bother going on live chat as they’ll lie to you on there and when you request the chat to be emailed, nothing is emailed. Can’t even keep a promise to give you a call back from a manager “they’ll call you back today after the live chat” never got one. Advisor on the live chat ended the chat on her terms when I was mid sentence.

I gave NAP the benefit of the doubt to respond to my emails and got drained waiting on a response. 4 weeks later and still no response. Someone responded to my previous trust pilot to email feedback and yet again no response.

They have no legal knowledge which is extremely worrying for a high end company. Sent faulty goods and you are required to refund the shipping under the Consumer Rights Act, but after 3 weeks following the refund I had to advise them of this. They have eventually refunded the shipping but again couldn’t be bothered responding to my emails.

I look forward for a manager to respond to my emails as it’s actually shocking.

Avoid shopping here! I bought 5 dresses and returned 4 in the same box. They credited only 3 dresses and said that the 4th one was not received. I returned all 4!!! I have received no help from customer service and they blaming me for not returning the dress. It was in the same box as the other ones. The worst rude company!

I am a returning customer. Quick delivery, great customer service. Good returns. Last order was a Valextra bag. Came nicely wrapped. Very happy with the help I received from CS.

Do not order from this company, terrible customer service.

Great sale but horrific customer service located in Philippines hadn’t a clue what I was saying.. no refund
Kept on hold for ages 35 mins great if you don’t have a problem but if you do..be warned

Returns a nightmare...don't order anything you think you don't want or expect months delay getting your money back. Such a shame - I still look at their site for ideas but find the branded item elsewhere as their service is too bad now.

I got my order 12.7.2022 and decided to return it, because it didn’t fit me. When forming a return, shop gave me DHL company to make it, but instead at my home came an UPS courier. I trusted this online shop so I gave my package to UPS courier (courier said he will deliver my package further to the DHL if happens that it belongs to them). After that, I got no update where my shipment is going. DHL said they have no info that they should pick up my return that day, UPS doesn’t know where is my package because of the DHL:s tracking number. Shop doesn’t confirm their error that they sent me wrong delivery company and cannot answer properly to my request to anyhow solve my problem. The support service for all my letters with a request to check my account, only answers with apologies and return instructions and cannot say anything, they have continuous programmed answers. Through their fault I’m searching my shipment in a whole Finland calling multiple companies. I trusted this store, and after this incident, their inaction and not admitting my guilt, I have to contact the European Consumer Rights Society and send a statement to the police for an investigation that cost the client 517.50 €!!! Too bad I can't give them 0 stars! Order: 0507Z70KD2211M

Huge regret trying this company .
I was told about Hunza G bikini fitting all sizes so took the plunge to try as they are pricey !
Ordered two from net a porter and well they don’t suit me at all. Couldn’t get them off quick enough! Sent them straight back and the company have only refunded me for 1! After me chasing with 5 phone calls I have now been informed this has now been apparently kept for inspection due to a stain!
A stain? They have the labels attached and are unworn ! How can a stain occur in return ?
I am now left feeling sick and have alarm bells ringing !!
Please keep money safe and by these brands somewhere else .
I will never be able to shop with net a porter again.
The customer service is absolutely pointless! I cannot believe I’m having to deal with this !