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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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3:36 am EDT
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The Net-A-Porter Group Customer service and delivery

I used to shop from Net a porter every month , until last December . One purchase in November and one in December , paid , taxes and duties as well for both . Did not get any of them . For both , the reason is according to DHL , their shipment company , they provided false infos , like me being a business , wrong address etc , etc , so the first one ended up returned to them . Did not get refunded , when they got paid and have the items that are mine since I paid them , to sell again . the second and last ever purchase I will make on their website , is even worst ; it is still at clearance , DHL are trying to reach them without success for five months , they dont pick up the phone nor replying to emails from them . They do not contact DHL ,not even me .

Each time they do get back to me , only me , they assure me they will look into it , very shortly ( no joke) but they explain me , every week for the last five months , that when shiping from abroad , I have to pay taxes and duties , and that must be the reason for the delay . Every week I explain and send , again , proof of payments for both orders , no reaction . No one ever came to me , ever . I always have to call , email , tchat any thing , I do not get refunded , get no answers and no order . Add on that the taxes , and the DHL fees , twice , and you get more than 1860 GBP paid , not having anything delivered , and they have twice the items to sell , or to defraud customers , plus the money , and did not their job . When you call them , you can hear women laughing at the customers loudly , not trying to hide it , and you can also hear them telling the same exact things to other stolen customers . the worst is yet to come : since I am calling twice a week since November , I get to spend hours on the phone / week , and I have been hearing horrible racial jokes , some are also making fun at the foreign accent they hear , you have also the “ is that a jew ? is that an arab ? “ thing that seems to be the current game at Net a Porter those last months . I can not even get a proof they refunded me for the November order and for the last one , I got last week this : It is my fault , I should have make less orders ! That left me voiceless I must say . Anyway , I will not let go of it .

Desired outcome: refund for both , for real this time , or send back the paid items , at no cost for me at all , included the already paid taxes . Apologies would be nice for the huge waste of time and the racism .

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5:36 pm EST
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The Net-A-Porter Group Delivery

I made this order on the 15th September, still waiting for the items/ refund. I was told after the investigation which has now last 2 months, I would be updated. They have now closed he case without informing me, as DHL had delivered it to my neighbour without my permission. I want to report this, surely this is against consumer rights, you have taken my money without my items, I have asked the process of how to make complaint which you have not told me how to do. This is beyond ridiculous. I want to make a formal complaint and i want my money back ASAP!

Desired outcome: Refund

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12:01 pm EST
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The Net-A-Porter Group Delivery

Net a Porter

Premier order number

2212Z2MVS2121M

I spoke to your representative Luc yesterday and another guy this morning about perfume due for Premium delivery yesterday day time. 

Despite assurances yesterday and on the phone this morning no one sent me tracking information. I have waited in two days running and you still haven't delivered my parcel.

Your service is disgraceful. The least you could do is to let me know if you are not able to deliver rather than waste two precious days of my holiday without honouring your contract to me. 

I want to know what you intended to do about this as your negligence has made my life extremely difficult now that I have no Xmas present to give to my wife. 

Simon Chu

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Is The Net-A-Porter Group legit?

Our verdict: Complaints Board's thorough examination reveals The Net-A-Porter Group as a legitimate entity with notable strengths. Despite a 3% resolution rate on customer complaints, which invites a closer look, The Net-A-Porter Group stands out for its commitment to quality and security. Clients considering The Net-A-Porter Group should delve into its customer service record to gauge compatibility with their expectations.

The Net-A-Porter Group earns 91% level of Trustworthiness

Perfect Trust Endorsement: The Net-A-Porter Group achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for The Net-A-Porter Group. The company provides a physical address, 21 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

The age of The Net-A-Porter Group's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Net-a-porter.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

We looked up The Net-A-Porter Group and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • While The Net-A-Porter Group has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 3% of 32 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • There was some difficulty in evaluating or examining the information or data present on the net-a-porter.com. This could be due to technical issues, limited access, or website may be temporarily down for maintenance or experiencing technical difficulties.
  • The Net-A-Porter Group protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
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5:58 am EST
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The Net-A-Porter Group not receiving my order

Hi 
I made this order on the 4th October, still waiting for the items/ refund.  I was told after the investigation which has now last 6 weeks, i would be updated. I want to report this, surely this is against consumer rights, you have taken my money without my items, i have asked the process of how to make complaint which you have not told me how to do.
I have spoken to your managers who keep telling me to wait!
This is beyond ridiculous. I want to make a formal complaint and i want my money back ASAP!

Desired outcome: REFUND

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4:07 pm EDT
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The Net-A-Porter Group Returning an item

The Outnet resent me an item I was actually trying to return.

- I've now been trying to return it for for almost 2 weeks - I've requested a returns label online (twice), by phone, by email, by Twitter. I finally received two (!) on Saturday but it's not clear which is the right one, so I'm still unable to return it. Also, they are a very odd size and I'm not sure they are usable. Plus I have no return number, which seems to be necessary. I've asked for this to be sent (by email) but have not received anything.
- I tried to request a return label online again, but it said that my order number was invalid.
- I spent 20 minutes on the phone on 25/10 asking to speak to a manager, but apparently that's not possible. I've no idea why. And I've no idea why I had to be on the phone for 20 minutes to be told that. I was told I would be sent a form (!) so I might be able to speak to a manager, but that hasn't come through.
- The last emal I received from The Outnet was talking about an exchange, despite the fact that I had made it very clear that I wanted a refund.

So, despite several emails - most of which go unanswered, several, rather frustrating and lengthy calls, I'm no closer to getting a refund for £171 and I've wasted a huge amount of time.

I've also tried to contact the managing director, Emma Mortimer, but she seems to be as unresponvise as everyone else in her company.

Desired outcome: Refund for order number 2309ZZIBT2101H

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6:09 am EDT

The Net-A-Porter Group Refusal of refund for a return parcel lost in transit

I ordered a pair of boots from them in January, which I attempted to return in February via their integrated return service, for which they accept responsibility if parcels go missing. When, in March, I had received no update on my parcel's whereabouts, I contacted DHL (who manage the returns), who told me that if I had enquiries, I should communicate with the shipper (Net-A-Porter), which I duly did (I can provide email proof of this communication). Since then, Net-A-Porter have repeatedly pushed off their response date into the future and refused to issue a refund, because in the same way that DHL would not acknowledge to me that they had lost my parcel, they would not acknowledge it to Net-A-Porter either. Regardless, my parcel was lost by DHL and as such it should be covered by Net-A-Porter's responsibility for parcels lost via their integrated returns service.

They spent several months going back-and-forth with me (from 03.03.2021), only to indicate to me on 30.06.2021 that without proof of collection from DHL, they are not able to issue me with a refund. However, given that the failure to scan my return label by DHL is the reason for this difficulty, there is no proof of collection, and they are refusing to issue a refund despite the fact that I sent it back via their integrated return service.

Desired outcome: Refund

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3:44 am EST
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The Net-A-Porter Group Service / product purchased.

Purchased an Acne jacket and pants set. Soon receiving the garment, I tried both pieces on for no more than 5mins and decided they were too big. I did not examine the garment as one would assume that it is clean.
Registered my return and proceeded to return both garments. This was in a 1-2 day period. Received notification that the pants were returned however the jacket was not.
Received an email from Jackie today stating the return was not acceptable as there were marks on the garment (which is absurd) Jackie then proceeded to tell me that I had re tagged the item which is a complete joke as I barely had the item on.
This is poor customer service and to insinuate that I retagged the item is unacceptable.

Desired outcome: Refund of purchase.

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8:15 pm EDT

The Net-A-Porter Group service

They keep canceling my orders with NO GOOD REASON. I did everything i could, I tried to use a different card, I called my bank to make sure. I asked my friend card to use and order for me, but even then they canceled.They canceled like 5 orders without even notice me. I texted I called them, all the time they say the same things like contact your bank or try a different card. Shame.

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8:49 am EST

The Net-A-Porter Group order process

Net-a-Porter has seemlessly delivered the goods I ordered. None of the items worked, so I sent them back within te return period as instructed. The taxes and duties of over 1500 USD I had seamlessly paid net-a-porter were not returned with the cost of the goods. When I contacted Net-a-porter requesting this amount, I was told rules for the US site is different for UK orders and I should have known that it is US site from the currency and that I should hire a customs broker to get this 1500 USD back. They did not offer ANY help. Did not send me any documents, did not refer me to anyone can help.
If you're ordering from UK - think thrice. I am very unhappy with how little help I got, given the amount of money involved and I content that the site and the whole ordering process is misleading and is susceptible to such errors. Net-a-porter does not take any responsibility nor try to help in any way. There should be consequences for this.

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5:10 am EDT
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The Net-A-Porter Group no refund and they kept the merchandise

I ordered a suitcase back in August, it arrived on time, but it did not meet my standards, so I created a return. I received an email stating that I will be refunded (the suitcase costs 430 euros). A month and a half later I checked my banking account and I had received nothing, so I went to online to customer care to let them know that I hadn't received my refund - I had returned the suitcase a week after receiving it - and they told me that the suitcase arrived damaged and that they wouldn't pay me back, even though I hadn't even taken the suitcase out of the box. They kept the suitcase and my money for one month and a half, until I contacted them. They sent me again the suitcase and that's that. If I hadn't contacted them they would still have my suitcase and my 430 euros. They even deleted the order from my account. Such thieves, such liars. I contacted also the European Consumer Centre to protect future buyers.

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3:52 am EDT

The Net-A-Porter Group shopping & sending

Доброго дня.
В вашем письме от 02.08.2019 (копия во вложении) было сообщено, что заказанного мною товара (куртка EDWA цвет зеленый-милитари, размер М) в наличии, на момент отправки, якобы не было. Но зайдя на Ваш сайт я увидел что тот же товар и того-же размера имеется в наличии, но уже по новой цене 5 050 руб https://www.yoox.com/ru/41763063IH/item#dept=men&cod10=41763063IH&sizeId=&sizeName=.
Кроме того Вами было заявлено о том, что «стоимость неотправленных товаров была вычтена из суммы заказа», те не менее с моего аккаунта WM была списана вся сумма размещенного мною заказа. Хотелось бы Вам напомнить, что ваши клиенты не брали на себя обязательств по беспроцентному кредитованию компании YOOX.
Прошу объяснить по какой причине меня обманули и не отправили заказанный и оплаченный товар, при его физическом наличии на складе?!
А так же немедленно вернуть сумму неотправленного товара на мой аккаунт WebMoney.

С уважением,
Евгений Шатров

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4:13 am EDT

The Net-A-Porter Group refund not received

Order No 9423887 - Ippolita Nova Cluster earrings. Order placed on June 10th. I returned the item together with another order (Roland Mouret dress)on June 20th. I did receive the refund for the mounter dress.

But I have not received the refund for the Ippolita earrings to this date. Moreover, I have not received any proper answer from the customer service.
I would therefore like to request the refund as soon as possible.
Thank you.
Nina Smitova

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11:05 am EDT

The Net-A-Porter Group damaged shoe, defect

Net-A-Porter has the worst customer service of any designer retailer. After buying a pair of YSL Paige platforms $1200 USD, the strap came apart from the shoe after one wear, clearly a defect. I then repurchased the exact same pair from Net-A-Porter and they wouldn't refund me for the first damaged pair. Takes 40 mins to talk to customer service and they don't reply to email. I called three times to resolve the same issue, a total of 120 minutes on hold and just now they have emailed me back saying they can't refund me.

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Update by Mel Bar
Jul 07, 2019 11:08 am EDT

In addition to all of that, they said if I dispute the charges with my credit card company, I will never be able to shop with them again.

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9:17 am EDT

The Net-A-Porter Group no longer delivers the service it was once known for!!

I have been a loyal customer for 6 years. Always had great customer service, but that no longer exists since this company was purchased by Yoox. Why purchase to then run its reputation into the ground? It now takes over 15 minutes to get through on the phone no matter what time you call. I placed two orders on the 17th June that have not been dispatched yet after 4 DAYS! Their excuse of shipping can take up to 48 hours during the sale is poor at best. NAP have always had sales and dispatching next day was never a problem. I've even emailed customer services and no one has even bothered to answer with an update. If I wanted the items to arrive in 14 days I would've ordered from Japan! The latest is excuse is the delay is because they have so many more customers due to the sale and promotions. If that's the case hire more staff to cope with the demand. It's a joke! I've been told, but, not guaranteed, DHL May collect on Monday, 7 days after the orders were placed. This company was much better when it was run by Natalie Massenet and has been ruined since it's sale. This will be my last order with this company. I'll go to Mytheresa, Luisaviaroma, Farfetch etc. If the orders don't ship by end of business on Monday, I'll cancel!

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1:30 am EDT

The Net-A-Porter Group poor customer care

Highly disappointing experience with Net a Porter.

This is the SECOND item (order # [protected]) that I had attempted to return, just to have Net a Porter insist I pay for it.

Item 1: 16Arlington top (US$ 555)
- Item was sent to me with mangled tag
- Tag snapped during the course of me trying the top on
- Returned the top in pristine condition explaining the situation, but was denied by customer care

Item 2: Jacquemus dress (US$ 1030)
- Item was delivered with stains on the inside of the dress
- Returned the dress as-is just to have customer care refuse the refund

They claim to conduct a quality check on items delivered to customers. Clearly, this is not the case. The result is having customers pay for damaged goods. Poorly handled.

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9:27 am EST

The Net-A-Porter Group www.net-a-porter.com

Items ordered on Dec 27th
Achilles Super leather and canvas sneakers
Order Number: 8742286

Were sent to a neighbouring business address (car garage), no delivery note left
Ended up having to order another pair as was unable to receive the item in time for a gift.

Received items second week of Jan as the bodywork shop was not open
Only email they recieved to organise return was Feb 7th

From their order email:
"Kindly note, you have 28 days from the date you received your order to exchange or return."

However i make it approximately one month.
Also on their returns section it states:

"Late Returns
Your purchase should be sent back to us within 28 days of receiving your order. Returns outside of this period may be accepted at the discretion of NET-A-PORTER."

I should note that a second item was purchased in order to get to my friend for her birthday. The box has never been opened, and has never been given to anyone its been sat on a shelf.

Reading online reviews of Net A Porter, this seems very much par for the course these days. How the mighty have fallen.

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10:11 am EDT

The Net-A-Porter Group incompetence of a customer services manager

After happily shopping for more than 10 years on Net a Porter website today I have been hugely disappointed with a customer service provided by one of the managers called Renata.
Something which could have been dealt with a little bit of friendly and happy attitude I have been faced with monolithic, almost robotically answers., she showed no signs of being helpful. The question is what is the point of a customer care where the manager doesn't seem to understand the meaning of it!
I have simply tried to exchange the same make and model of jeans but for a different size in a different colour as my original colour jeans has sold out. I wouldn't have mind to buy separately the other jeans but I bought the original ones with 15%discoint which was no longer available.
After a lengthy conversation with Renata who wasn't willing to help in any way, I have realised perhaps Net a Porter company have plenty of customers and they are happy to loose some rather than provide more professional and helpful customer care . So on this note I feel I better shop on a different fashion website rather waiste my time and energy . I am returning my original purchase and as soon as I get my refund I shall stop my account and I shall not be using your website any longer .
Kindest regards
Mrs A.Vassileiou

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5:42 pm EDT
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The Net-A-Porter Group awful customer service

It's been 3 weeks since I order a few items for my summer vacation and for a week the items are in a UPS office because of wrong shipping address. UPS needs the shipper Net-a-Porter to call to correct the shipment. I called spoke with Andrew Yoox at the Net-A-Porter he said that my problem and hung up the phone on me. I also emailed them and never heard back. My card has been charged but 3 weeks later I still have no product.

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Update by SOMI82
Jul 11, 2018 6:41 pm EDT

Sorry I don’t know Andrew’ Last name. Yoox is something else.

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1:33 pm EDT
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The Net-A-Porter Group refund of money

I have been waiting for a refund for over 5 weeks - i return the unwanted goods and was told the money would be placed against my account for future shopping, on emailing them to request they pay it back to my account i have heard nothing - I have emailed the CEO and still nothing - appears they want to steal my money from me I will never shop with this company again - They advertise 24/7 customer care it is a joke as no one answers my emails -Alas I still await my refund of £275.In the mean time I shall be contacting every agency an online company to tell everyone how bad this company really is.

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10:33 am EST

The Net-A-Porter Group missing delivery

Yet again I have ordered something from Net-a-Porter and paid for expedited / next business day shipping, and yet again the items have still not arrived.

I specifically needed these items to arrive on time as I am attending an event out the country and I needed them for this. However, the delivery did not arrive yesterday as it was supposed to and at the time of leaving for the airport today, December 22nd the items had still not arrived.

I emailed them after I placed the order on Wednesday to highlight how important it was that the delivery was on time given my last experience with Net-a-Porter but all I received was a canned response sending me tracking details for the order.

I attempted 3 times yesterday to call and speak to a customer service representative. The third call had me on hold for 18 minutes. When I was finally connected to a CSR (Leanna) frustratingly she told me that all she could do was take my details and someone would call me back 'that day or the next'. More than 1 day has now elapsed and I have heard nothing back from Net other than an email asking me how my customer experience was.

I have been a long-time customer of Net-a-Porter both in the US where I now live and in Ireland where I lived prior to this.

This however is the last purchase I will ever make from Net-a-Porter. What I have always loved about this service was the reliable customer service - on time deliveries and fast response times on any queries. This does not seem to be an offering anymore.

I don't know what has happened of late but it is far too frustrating an experience for me to have deal with Net-a-Porter

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Contact The Net-A-Porter Group customer service

Phone numbers

1800 638 680 8800 100 6443 More phone numbers

Website

www.net-a-porter.com

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