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1.1 32 Reviews

The Net-A-Porter Group Complaints Summary

1 Resolved
31 Unresolved
Our verdict: If considering services from The Net-A-Porter Group with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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The Net-A-Porter Group reviews & complaints 32

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11:38 am EST
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The Net-A-Porter Group service

Ordered a blazer a week again for next day delivery did not recieve it phoned netaporter and dhl Monday they said they would get back to me in 24 hours phoned Tuesday got the same answer Wednesday phoned Wednesday they said dhl had sent it back asked for it to be sent back straight away they did not send it very disappointed with the customer service no phone call was return to myself feel I have been treated disgraceful would not use this site would advice my treasa to friends and family meal ch better service

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3:29 am EDT

The Net-A-Porter Group customer care

I bought a James Perse cardigan on Net-a-porter (order 5447198), costing around 300 pounds. After a few months of wearing it developed holes all over it, which was clearly a design flaw. I alerted Net a Porter who assured me they would look into it. After a lot of time on hold, they told me to send in the cardigan, which I duly did. No response for weeks and months. After repeated chasing (the customer care number has a wait time of about 10 mins at least), I was told they had received it. More weeks passed. More chasing. Finally last week I was told they agreed the cardigan was faulty and would issue a refund. I would receive an email to confirm this. No email.

I have probably sent 15 emails to your customer care address without any kind of reply. What is the point of having this email address? Why should I have to spend hours on the phone waiting to get through to someone who then either puts me on hold or cuts me off?

I have been a very good customer of Net a Porter for years, regularly spending thousands of pounds, but I intend to take my custom elsewhere. I thought they were a company who prided themselves on customer care but obviously I was wrong.

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Mitzi Steven
, GB
Sep 12, 2017 7:48 am EDT
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I agree I am having exactly the same issues with a Prada bag which is faulty, I have waited 4 weeks after contually chasing and now told another 10, this really is not good enough for a very expensive bag. Other purchasers beware !

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3:26 pm EDT

The Net-A-Porter Group order cancelled twice for no good reason...

7/21/17 and 7/24/17

I ordered a high-end designer dress by Junya Wantanabe which was on sale and paid extra for 2nd business day delivery so I'd have it in time for a specific event. While waiting at home to sign for the dress, which cost well over $300 even on sale, I checked the merchant's website and discovered the order had been cancelled, despite seeing it clear my credit card successfully the day I ordered it. Customer Service informed me the sale had been "declined by Visa." Visa informed me this was not the case; they approved the sale, but had not yet posed it. When I confronted the merchant and said I still wanted the dress and definitely needed it delivered in two days, I received copious apologies and was promised "free overnight delivery by the next business day." I gave them a different (Amex) card and was assured I'd receive a phone call ASAP should there be any problem. I received no calls, so I assumed all was well. A day later, when no package arrived by 2PM, I checked their website and found my order, again, had been cancelled. The same reason was given. Amex advised me the sale had been approved. I spoke with a supervisor at Net-A-Porter who told me: "There is a problem with your credit car information 'not matching' (not matching what?...could not explain...) and my Financial Dept. has informed me we are not taking any further orders from you for this dress regardless of credit card. Goodbye."
As both Visa and Amex had approved the sale, and the person taking the order repeated my credit card info back to me clearly on both occasions and it matched what was written on the card, I do not believe the problem was on my end.

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11:55 pm EDT

The Net-A-Porter Group order never shipped

This was my first time ordering from www.net-a-porter.com and I will definitely never buy anything from this guys ever again! They never delivered my order and the worst part is that it wasn't even shipped!
I have purchased several items which were on sale and was very excited about my purchase, because whole thing seemed like a great deal. They took my money and since then I heard nothing from them. Tried to contact these guys many times but never received a response.

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2:43 pm EST
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The Net-A-Porter Group online fraud assistance

Three messages left for the fraud department to assist in an investigation and resolve a complaint made by a party to whom you shipped product, required a signature and indicate the charges were supported.

However, customers are fickle today and more demanding than ever. Especially those who shop using online companies, they do so for the benefit of the speed with which they can obtain your products.

Occasionally, things go awry, this is one of those instances.

As a financial institution we have an obligation to provide prompt concise service that is supported with facts. We simply wanted to garner the assistance of your fraud team to service our customer and potentially one of your customers at the same time.

The lack of response from your fraud team indicates you do not take seriously the online security of your company and the transactions it processes. I would recommend to potential customers the service after the sale does not exist and to consider other alternatives for their fashion needs based on a sub-par support staff at Net-A-Porter.

Troy,
Anti-Money Laundering / BSA officer

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1:57 pm EDT

The Net-A-Porter Group insulting and fraudulent

I made a very significant purchase and they accused me of fraud since the shipping address was to my elderly mother who lives in adult community in Florida (an upscale "mobile home" park -- some of these homes cost over $100k). My bank authorized the charge. I even spoke with my bank four times to verify the purchase. N-A-P even went so far as to do a Google Earth view of my mother's home to determine it was a mobile home! Who do these people think they are? Then they wanted to know my home in the South of France. Even though the purchase was verified and approved by my bank, N-A-P credited my account. When I emailed for a written explanation. They ignored me. When I called, they put me on hold and never returned. In the end, I am happy that they lost a $17k sale. I took my money elsewhere.

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6:27 am EDT
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The Net-A-Porter Group net-a-porter scammed my money

I bought a pair of Jimmy Choo Agnes Pump on 17 May 2015, order # [protected], the color was non-matched so I returned it on 31 May 2015. Until now I still NOT receiving my replacement shoes! The return was delivered on 28 May 2015 in UK. But Net-a-porter customer service keep saying that they will check with appropriate department and not getting back to me even though they promised to do so in the email. Now, 3 months had passed. Net-a-porter scammed my money, US$568.30 gone and I received nothing!

See how their customer service handle a return case: http://postimg.org/image/knru5v357/

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1:55 am EDT
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The Net-A-Porter Group purchase of faulty shoes

I’ve been shopping almost exclusively on Net A Porter for the past couple of years now. I used to be one of their greatest advocates, telling everyone I knew how much I loved them. Unfortunately, this is no longer be the case.

I purchased a pair of Marni wood heel leather sandals in December 2013. Not long after I bought them I noticed that there was a split in the leather, I was really surprised but I loved them so much that I didn’t want to send them back. Since then they have started to become unstuck or unglued on both shoes. Pretty soon they are going to be unwearable.

I sent a photo of the split leather that I took not long after I originally purchased the shoes. I also sent a photo of the current state –where the inner sole is coming away from the timber platform. This is the same on both shoes. The message I received back from NAP follows:

After inspecting the pictures that you have provided, we are unable to accept your return. The fault has been classified by wear and tear.

I doubt that anyone even looked at the images. I just assumed that when you pay a lot of money for a high end luxury brand that the quality of the goods will be excellent. These shoes haven't even lasted 6 months. What a rip off!

I've since emailed Marni to see what they have to say about the fact that their shoes are falling apart and will keep you updated.

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7:11 pm EST

The Net-A-Porter Group be careful when you shop there, it's such a rip off

Disgusting. I want to buy a pair of shoes, on the UK site it's £625, but when I changed the country to Indonesia it becomes £500 with £20 shipping. I want someone from net-a-porter to justify why I have to pay £125 more for the same item shipped from London to London, while some buyer from Indonesia can get the item for so much cheaper? Be careful when you shop there, it's such a rip off.

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MarkQN
Melbourne, AU
Feb 12, 2012 5:16 pm EST
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The difference is probably that for delivery in London which is under Uk tax law, the UK ( and EU law) law states they have to charge you the VAT, (value added tax) but when you then wanted a delivery to Indonesia, they quote you for the ex VAT price as it is being sent out of EU... And they do not have to charge you VAT...So that's why it is cheaper... Nb you probably should check if you will have to pay import duties to Indonesia, which may be additional / separate to NAP site charge, unless they are shipping DDP, ( delivery duty paid) to Indonesia...

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10:27 am EDT
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The Net-A-Porter Group terrible customer service

Net a porter are charging £10 for delivery in the UK using DHL. This is a very high delivery charge for the cost of my goods and much higher than most other online retailers. The problem is the courier service only delivers 9-5 on weekdays, which is not exactly convenient for busy people who are ordering expensive clothes from the internet. Such people are generally at work, earning money, apparently so that they can pay extortionate delivery costs. When I called to try and find an alternative to spending a few hours after work taking public transport to get to the depot which is in the middle of nowhere, they suggested I upgrade to the Premier service for (bargain!) £19.50.

They can deliver to a 'corporate' address apparently but I work in a hospital with a centralised postal service and it would not work.

I live in London, I wish I had just gone to the shop. Net-a-porter are not helpful, do not care at all about the customer experience and use a rubbish, inconvenient courier service (when I called DHL to rearrange delivery for today via the automated system, it went through with no problem when in fact the parcel had already been returned to Net-a-porter). Royal Mail would have been better (can deliver to a local post office from which I could pick it up) and cheaper.

I will not be using Net-a-porter again.

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pissedoffpennyno1
, CA
Apr 22, 2019 11:26 pm EDT
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I placed an order for a pair of Olivia von Halle silk pajamas. I gave my Canadian delivery address (I live in Nanaimo British Columbia) and was prompted to remove the item or give another delivery address.

I have ordered items from the aforementioned designer on The Realreal and the Outnet without any such issues.

Why the restrictions on Net a Porter?

I will never again attempt to order from them. What a bloody fuss.

Beverley J Wolmarans

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11:10 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

The Net-A-Porter Group defective merchandise

I ordered a top from Netaporter that arrived with tears down the side. I called customer service and they would not even offer to exchange the item. I will never shop at Netaporter again!

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mimilvme
, US
Jun 09, 2011 7:27 pm EDT

glad to see info post and output with action taken. i order one Belenciga last week and so far haven't received shipping info yet after almost a week of ordering. it's not normal from all my online order experience. their price on LV and other are too good to be true. They even have 20% summer coupon available. how is it possible for auth LV or other name brand. I will report back if i can't get order cancel and end up having the purse before I return it.

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12:00 am EDT
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The Net-A-Porter Group - worst customer service I have encountered!

So I placed an order with Net-A-Porter.com on a Thursday and paid an extra 20 dollars for over night shipping. The company didn't deliver so when I called to inquire they said since it was my first order a dress for 500$ they had to run a credit check on me. When did buying a dress online become a credit check? So I said I was unaware of this they said it'...

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www.net-a-porter.com

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