The Net-A-Porter Group

I had a good experience ordering through net a porter but I will say I didn't have to return anything so I guess I can't fully comment on their customer service quality. I love the way they package orders as it makes it a delight to receive a package from them. I'd definitely order from them again, but if I was on the fence about a size I would prefer to go to a boutique in person to avoid the return hassle everyone seems to face.

When I feel like splurging and shopping online net a porter is my go to destination. They have beautiful pieces by all the key designers and you can always find that perfect outfit for whatever occasion. I've had good luck in relation to their customer service so far so I'm pretty happy with them overall!

Being on a budget makes it hard to find cute things for my family to wear for my wedding. I was able to come across the sale section on net-a-porter and found a great selection of dresses and wedding dresses. Not only did it ease the budget burden, but they were great steals and ultimatley, everyone was happy with what they got!

I enlisted the help of my fiance for wedding dresss shipping and he helped me find net a porter. They have some really great styles. And my wedding dress as I wasn't sure which style, type, or look I wanted. After looking for a while, I was able to narrow down a coulple of options. I loved how much variety there was in the looks! Most important the dress actually looked like the one in the photos

The Gucci ankle boots I ordered from net-a-porter.com arrived in lightning speed... less than 4 days. And came in a pretty box and packaging. Unfortunately, they were a tad too large for my feet so I contacted them via telephone to start the return/exchange process. The gentleman I spoke with had such a lovely demeanor to him and he immediately put me at ease. The whole return/exchange process was easy peasy and I received my correct size boots in a jiffy! HIGHLYYYYYYYYY recommended over the other luxury online website ssense.com who is crap at customer service.

I have been shopping with net-a-porter for over 10years. My orders are shipped out of the UK into Spain. I have had nothing but excellent customer care, a speedy delivery and returns service - theres the odd delay sometimes when the sales are on but certainly nothing to keep me awake at night! It is a terrible shame that these review sites exist as the only people who post are those who have had what they consider to be a bad experience. They do not represent the overall majority of happy clients such as myself. Things go wrong sometimes, thats life. Why post it?

I have NEVER written a review about a website in my entire life but this site is great. Speaking on behalf of the fact ive tried to purchase designer/luxury items on other sites (including ssense.com) I give it a 5/5. I ordered a pair of shoes on sale and the shipping cost was free. I called a few days later on the number on the site to ask what day they would come in, the lady on the phone was the kindest person ive ever spoken too and the service was amazing. She told me they wouldn't get in until July 3rd, and i needed them for June 24. I was super upset and the woman on the phone could tell and she tried everything to help me and apologized many times and told me it must be a mistake because shipping usually doesnt take that long. I was super annoyed and figured they'd come in late but, they came in on the 23rd! Either she accidentally told me the wrong delivery date or she came through for me I was super happy. They came in perfect condition and Im very happy with my experience!

Here is my experience with NAP.
I decided to buy a present for my wife. So, I found what I was looking for on NAP Internet site. Since it was a gift I wanted them to send it to my work instead of home (not to ruin the surprise).
1. I place an order and received conformation.
2. I received another email from them several hours later saying that they are not able to verify address with my bank.
3. I called their customer service to find out what is going on with my order. I was told the same thing ? that they are not able to verify billing details with my bank. I explained that the card that I am using for the purchase is linked to the shipping address and there is all information in my bank. I fact I have been using this card for long time. I shipped to my work all the time and never had any issues regarding confirming billing details. So, I left my bank's phone number and I was told that they would call back.
4. Received call from NAP. Rep said that they will cancel the order because they do not trust the shipping address. I called my bank. They told me that the address was confirmed. I asked NAP rep for an explanation and all they could say that we do not trust. How is that possible? Card is mine, billing and shipping is confirmed with my bank through credit system, I provided all info to prove that it's me and they still cannot ship!? On NAP site it says that you can ship with a signature so I will sign for it and if I am not available they would leave a slip. Also, I could ask for delivery without confirmation so they would just drop package by the door. So they are not liable for what happens to package. Girl on the phone could not give me a good reason or explanation. She said it's finance department. They are the ones who make decisions. She also told me that it's my problem and I gave them address that they could not trust. Well, that's my address and that's why we have credit card system to prove that. I asked if I could talk to finance department do they can explain. She said that they do not talk to customers. WOW! NICE SERVICE!
5. Finally they just canceled my order without an explanation.
In summary I will just say that it was a complete waist of time placing order on NAP site. The surprise for my wife was ruined because I lost time going back and force with their "customer service" for no reason at all. Time has gone and even if I find replacement for my gift it would be too late. Very poor customer service. No explanation given. I shop a lot online and luxury goods are not exception, but I will never buy anything from Net-a-Porter again. I suggest you to think twice before placing order. Just stay away and find a good alternative.
Alex
Order #

This was my first time purchasing from Net-A-Porter, and it seriously left a lot to be desired with their customer service experience.

I placed an order for a few bottles of perfumes for a birthday gift from Net-A-Porter on Monday evening. I received a confirmation email and thought everything was in order before heading to bed. When I woke up and checked my credit card account, there was a reversal from Net-A-Porter - but no cancelation email. I called Net-A-Porter and was told it was canceled because I had the order sent to my mailbox instead of the address on my card. You would think that getting packages delivered to a secure mail center where someone could sign for the package and keep it safe for me would be ok, but Net-A-Porter just wants the package delivered to my house and left out in the open for anyone to take as they see fit. After a back and forth with their rep, they could do nothing, and they just told me to place a new order. Lo and behold, when I went back to place a new order, the items I wanted were sold out. I called back and was told they could not help and they would put me on a waiting list in case the items got restocked.

I proceeded to make a new order with alternative products from the same perfume line. An hour after the order was placed, I received an email saying that Net-A-Porter needed me to call my bank to get a transaction authorization code. I called Chase bank, they looked up my credit card transactions and said there was no code to give out. My bank said that Net-A-Porter could call to do a merchant verification if they needed to verify that I had more than enough funds on my credit card and whatever else they needed to verify. Net-A-Porter refused to call them. I had to go back and forth between Net-A-Porter and Chase so many times, finally a manager from Net-A-Porter explained that it's not actually a transaction authorization code but a code that Net-A-Porter had created and added onto the transaction as a way to verify its customers and transactions. I called Chase again and they found a 6 digit code. I provided the code to Net-A-Porter and they said that it'll take them 1-2 hours to verify and then send me an email with the UPS tracking information.

I waited all day and no email. I still had hope for my package to be sent out overnight for me to receive it within this week in time for the birthday party. After more than 5 hours, I still didn't hear back, so I called into Net-A-Porter and surprise they canceled my order again without any notification. What is the point of taking down my contact information if you're not going to contact me if (and I really wonder if there really was) any issue with the transaction? If it was a bad address like the first order, I could have easily provided a new shipping address. This time I had no idea why my order was canceled. Again I was offered a "sorry we can't do anything, please place a new order," but even these alternative selections I made were sold out. So now I sit and wait to see why my order was canceled after I jumped through hoop after hoop after hoop like a circus animal because of this one transaction that wasn't even over $1000!

I gotta say, I was really let down by my experience with Net-A-Porter. I've shopped with them before and always had my stuff show up lightning fast, but this time was a total disaster. They straight-up cancelled my order without telling me why, and when I called to ask what was up, the customer service person acted like it was the craziest thing in the world that my shipping address was different from my billing address. They even had the nerve to tell me that my work address didn't exist, like I don't know where I work or something! So now I've got a charge on my account for a Gucci bag that I don't even have, and no refund in sight.

To make matters worse, the customer service rep actually hung up on me when I got upset about it. Can you believe that? I was so frustrated that I took to Twitter to complain and even tagged their CEO, but instead of helping me out, they just blocked me. It took me a full 23 hours of dealing with their customer service to finally get in touch with a supervisor who could help me order the bag again, but now I've had to pay for it twice and I'm just completely worn out.

Honestly, if you're thinking about shopping with Net-A-Porter, I'd say steer clear. How can they get away with treating their customers like this? It's just not right.

Customer ID: 8210290

I've been a loyal customer of Netaporter for quite some time now, but my recent experience with them was just plain HORRIBLE.

I was on the hunt for a skirt that was sold out everywhere else, and finally found it on Netaporter. I quickly placed my order and received a confirmation email, thinking that my skirt would be on its way soon. However, after four days of waiting, I still hadn't heard anything from them. So, I decided to reach out to their customer service team, only to find out that my order had been cancelled without any explanation. I was never informed about it, and to make matters worse, the skirt was now sold out everywhere in London.

I tried to re-order the item, but it was already out of stock. I was beyond frustrated and decided to call Netaporter FOUR times and send SIX emails to discuss the issue. But, it took a day and a half for me to finally receive a call from their customer service supervisor, Rita. She admitted that it was their fault for not informing me about the cancellation, but all she could do was put me on the waiting list and offer me free delivery if I shopped with them again.

As a customer of Netaporter, I was extremely disappointed with their poor customer service. They didn't even compensate me for the fact that I can no longer get the item I bought anywhere in the UK, which was entirely due to their mistake of cancelling my order without informing me. It's unacceptable for a company of Netaporter's caliber to treat their customers this way.

I've been a fan of Net-A-Porter since way back in 2006, but lately I've been feeling pretty let down. The company has been sold again, this time to some fancy Swiss group run by a South African bigwig. I don't really care about that, but what I do care about is the terrible customer service I've been getting lately.

I tried to buy this one thing (Product Code: 994820) and it was suddenly unavailable. There were still two sizes left, so it didn't make sense that it would sell out in one minute. When I contacted customer service, they just told me to clear my browser history and cookies. That didn't help at all. The stock still shows as "available" on the website, but I can't add it to my cart.

To make matters worse, a few days ago I got an email saying that my order (number 8211159) had been cancelled because the item was suddenly out of stock. Then a few days after that, someone else from customer service contacted me about the same item and when I called back, a different person told me it wasn't available in the system! What the heck?

I've been a loyal customer for 12 years and this is how they treat me? I'm done. I'm taking my business elsewhere to other multi-brand e-commerce companies that actually care about their customers and don't just use cut-and-paste templates for their responses. It's time for a change.

I used to be a big fan of Net-A-Porter, or NAP as we like to call it, and I thought their selection and service were top-notch. However, since they sold their company, I have noticed a decline in quality. I still buy from them if I find something I really like, but lately, they have been making some unforgivable mistakes.

For instance, in 2017, NAP started charging sales tax for purchases from other states like MA. Now, MA charges no sales tax on apparel items under $175, and starts charging when the price exceeds that. So, if you buy something for $200, you should only get charged 6.25% of $25. (You can easily find this information online: http://www.mass.gov/dor/individuals/taxpayer-help-and-resources/tax-guides/salesuse-tax-guide.html#apparel)

However, NAP has been charging sales tax on the whole amount if the item is over $175. I pointed this out to them earlier this year, and they said I was right and they would refund me (but I ended up returning the items so it was a non-issue). But now, it's the end of May, and they still haven't fixed this issue. I find this borderline criminal and extremely dishonest of them, especially since they have been notified of the issue. They are essentially overcharging certain customers for tax in certain states!

Other sites like Neiman Marcus calculate the amount correctly (I even put the same dress in my cart to double-check!). You would think in today's world with the technology we have, this would not be so difficult. So, if you do decide to purchase from NAP, double-check the math and be careful!

Net-A-Porter used to be a great website to order from, but now it's just not the same. I ordered a bikini top and bottom in January 2016, but unfortunately the bottom didn't fit me well. It was one of those types that had strings to tie at the side and the brief portion had frills lining it which bunched up and thus covered very little skin. So, I returned both the top and bottom.

Net-A-Porter refunded me for the bikini top (minus shipping), but then they told me that the brief was stained. I was confused and asked them which part was stained, but they didn't give me a clear answer. I was so upset because I didn't even try the brief on, so how could it be stained? I told them that it was unfair and that I returned it in the same condition as I received it. They then told me that the stain was under the protective sticker, which made me even more angry.

I was so frustrated that I just told them to forget it and return the brief to me, but they said that the bikini top was no longer available. I couldn't believe it! What was I supposed to do with just the brief? They expected me to order through the website again and pay for shipping a second time or keep a $50 brief that I couldn't use.

Net-A-Porter, you are such a scam and I will never order from your website again! It's so disappointing to see a once great company turn into a fraud.

Net a porter order confirmation and customer service is frustrating and very ineffective. As a long-time customer in the USA, I recently tried to order items in Hong Kong for a wedding, but unfortunately, I had no success at all.

I placed the order and paid for same-day delivery, but a few hours later, I received a message saying they needed to do a credit card check by placing a small amount on the card. I have tons of credit available on this card, but three days later, I am still waiting for their credit to arrive into my bank account. No credit means no verification, which means no order delivery.

I have made four calls and waited over 20 minutes for help, but they can offer no solutions. I even offered to remove items to lower the amount or pay with another card, but they said no. They just told me to wait for the credit to arrive, but I wait and wait... I even visited the bank, but still, I wait and wait.

It is understandable and wise that Net A Porter wants to avoid fraudulent transactions, but why are they using such an antiquated system? The credit card I used is signed up with the bank to provide second-tier verification by sending a passcode to the registered cell phone. Why doesn't Net a Porter use this system like most other businesses in Hong Kong? Subsequent to this issue, I have been able to successfully make a number of large purchases using the same card, all immediately verified through more modern systems and technology.

Net A Porter, get your act together. You have now lost this previously satisfied customer. I hope you can improve your customer service and order confirmation process in the future.

I just had the craziest experience with Net-A-Porter. I've been shopping online for years, but I've never had anything like this happen before. I ordered an $850 belt to send as a gift to a friend in another state. After I placed the order, I realized I had made a mistake with the leather type. I quickly made a new order and emailed them to cancel the first one. They emailed me back saying they had canceled the order, but it turned out they canceled the second order instead of the first one. By the time I emailed them back, they said the first order had already shipped out. So I made a third order, but it was canceled within an hour. When I called them, they said it was because the billing and shipping addresses didn't match. But if that was the case, why did the first order go through? I explained that it was a gift and asked them to figure out the issue. They said it was okay to make a fourth order, so I did, but it was canceled again. This time, they said they needed an authorization code from my bank. I called my bank, and they said it was strange that Net-A-Porter was requesting one, but they gave me the code anyway. I followed the advice of Mr. Porter and made a new order to my home address, so the billing and shipping addresses would match. But that order was canceled too. Mr. Porter suggested I try a different credit card, even though my bank didn't have an issue with the purchase. Meanwhile, the first order was returned to sender, but my credit card was still credited $850. I'm going to try to get that money back, but I don't think I'll be attempting to make a purchase from Net-A-Porter again.

Don't be fooled by the fancy website and luxurious designer products offered by Net-A-Porter! As an international shopper, especially in Canada, you need to be careful!

Firstly, the site does not specify tax on delivery fees, but you will be charged tax at checkout. Secondly, DPP (duties pre-paid) does NOT mean paying for erroneous duties that shouldn't be charged in the first place. I purchased two JBrand bottoms that I know are made in the USA, as I have bought them elsewhere before. According to the NAFTA Free Trade Agreement between the US, Canada, and Mexico, no duties should be collected by these governments if the items are imported and made in these three countries. However, Net-A-Porter charged me duties for American-made items. It took me three calls and three emails to have them check the product itself before they believed me. I had to educate them about NAFTA, but they still said they wanted to charge all duties and taxes upfront and would refund me after the order was dispatched, i.e. sent out for delivery!

Any other reputable retailer would not have charged me in the first place and would have made necessary adjustments for their error immediately before charging my credit card. Unfortunately, this was not the case with Net-A-Porter.

I did not cancel my order as the items were only $300, and I wanted to test the entire sale, refund, and customer service process. I hope to receive my items soon and, most importantly, a refund for the duties that Net-A-Porter is not entitled to charge or keep. I envision at least one more follow-up call and email to sort this out. Thank goodness for toll-free lines!

Overall, this has been a huge hassle and very time-consuming. As an international shopper, you must rely on your own knowledge of international shopping agreements between countries. It's just not worth it! Shop elsewhere.

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 .

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!

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

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!

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.

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.

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.

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.

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.

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.