NET-A-PORTER Reviews 

Absolutely appalling customer service from NET-A-PORTER. For a luxury retailer, I expected a much higher standard of professionalism and customer care.

Before exchanging a Saint Laurent belt, I specifically contacted customer service to ask whether I could exchange it again if the replacement size was unsuitable. I was explicitly assured that I could.

After receiving the replacement and discovering that it was too large, I contacted them again, only to be told that their policy allows just one exchange!

Had their representative given me the correct information in the first place, I would have chosen a different size.

What makes this experience even worse is their complete unwillingness to take responsibility. Despite repeatedly requesting that they review the telephone conversations, their responses have consisted of generic apologies and repeated instructions to return the item and place a new order.

They even offered to refund my shipping fee, completely missing the point of my complaint!

Their staff clearly need better training. Customers should be able to trust the information provided by customer service representatives, especially when purchasing expensive designer items.

Instead of properly investigating my complaint, they seem more interested in closing the matter by repeating company policy.

Extremely disappointing, dismissive and unacceptable customer service. I certainly expected better from NET-A-PORTER.

Horrible company! I ordered a pair of $7200 Bucellatti earrings which l opted to return due to fit issues.

I used the UPS GROUND label included with my order. The package is now lost and the customer service team at Net a Porter have been far from helpful!

They said that they will look into it at their convenience! In the meantime, l am out $7200!

What kind of business uses UPS Ground to ship very high priced items? The answer..a cheap company. Every other company l work with uses expedited shipping for expensive goods,

As an EIP customer, l will never shop with them ever again!

Hello,
I bought a Le Sundial bag and it arrived without the original dust bag.
Its not acceptable as the original bag comes in a brown velvet dustbag.

I really would like to receive the original dustbag. I sent an email but so far I haven't heard a final response. Just an apology...

Order 2210ZGGN22618M

I am surprised to see negative comments. I have been loyal customer for 15 years now, and never had any issues.
Issue is that many buyers make lots of returns therefore items can be damage. Not always retailers fault.

Buyer beware - I bought a Doen dress and returned it after trying it on once. I later was notified by Net-a-Porter that the item could not be returned as it was damaged and they sent it back to me. Upon inspection I could not find the damage myself that they were referring to so I reached out to customer service. I did end up finding an extremely small scuff which I am 100% certain did not come from me so I reached out to customer service again. They said they were reviewing the case and then I never heard from them again. Very disappointing and I lost my faith in the company.

Very upset with such a bad customer service. I had a purchase of 2 jackets of almost £400 which got delivered to a wrong address by dhl, been emailing for weeks to resolve this and been declined a refund for purchase that I’ve never received. Will never buy from them again

Am a regular customer of net a porter have ordered stuff for over 10 years. Ordered a bikini in August and returned it. Now over 10 weeks later are stating they wont refund it despite having it for 10 weeks as it apparently showed signs of use. Absolutely disgusting how they can at this point have my money for 11 weeks especially as a loyal customer. On top of that the bikini was absolutely not used I returned it a day after trying it on!

** Also want to add they just comment below to say it’s been resolved when it hasn’t !!! **

Disappointing Customer Service – No Support for Potentially Defective Jewellery

I recently purchased a pair of Yvonne Léon earrings from Net-a-Porter for $1295, only to lose one after approximately a week of wearing them.

I had previously noticed that the clasp was not particularly secure, and unfortunately, one of the earrings went missing while I was out. Given the price and how recently I purchased them, I was extremely disappointed and concerned that the fastening may have been defective.

I contacted Net-a-Porter to explain the situation and request a refund or resolution. However, their response was simply that they could not assess whether the product was defective because the missing earring could not be inspected.

While I understand their position, I find this response incredibly frustrating. The very issue I'm raising is that a potentially faulty clasp may have caused the earring to fall off and become lost. How am I supposed to return an item that may have been lost because of the defect itself?

For a luxury retailer selling jewellery at this price point, I would expect greater accountability, empathy and a genuine effort to find a reasonable solution, whether through the manufacturer, an inspection of the remaining earring or a goodwill gesture.

Instead, I was left feeling that my concerns had been dismissed, with no meaningful resolution offered.

Extremely disappointing after-sales service from a retailer that positions itself as a luxury shopping destination. This experience has seriously affected my confidence in purchasing "fine jewellery" from Net-a-Porter again.

And despite their reply, the matter has not been reviewed or resolved.

Extremely disappointed with NET-A-PORTER’s customer service. I purchased shoes that have only been worn a handful of times, yet the soles have deteriorated noticeably. After raising my concerns, the brand dismissed this as general wear and tear and even suggested it could be down to my walking pattern, offering no convincing evidence to support this conclusion.

The proposed solution? I should pay a further £65 to have the soles repaired myself.

For a retailer selling luxury designer products at premium prices, I find this response completely unacceptable. Customers should be able to expect quality, durability and proper aftercare, not be left paying extra to address concerns after such limited use.

I have formally challenged their assessment and requested that my complaint be escalated. I am extremely disappointed that my concerns have not been properly addressed and hope NET-A-PORTER will reconsider its position.

**Luxury prices should come with luxury service and accountability.** I would encourage anyone considering a purchase to think carefully about the aftercare they may receive if something goes wrong. @NETAPORTER

Extremely disappointing experience with NET-A-PORTER.

I purchased a dress for a wedding, only for the zip to split open while I was sitting at dinner. The zip remained fastened at the top, but the teeth separated, leaving me in an incredibly embarrassing situation. I wasn't dancing or doing anything that could reasonably have caused the damage. I even struggled to get the dress off afterwards.

Despite explaining what happened, NET-A-PORTER has decided this was accidental damage rather than a manufacturing fault, without providing any meaningful explanation or evidence to support that decision. I wasn't even offered the opportunity to return the dress for a physical examination of the damage, which makes me question how they reached this conclusion, which I would have happily done.

Their solution? A 10% refund towards repairing the zip.

For a luxury retailer charging premium prices, I expected far better product quality, accountability and customer service. Instead, I've been left with a dress I can no longer trust to wear and a company unwilling to take responsibility.

A thoroughly disappointing experience. I certainly won't be shopping with NET-A-PORTER again.

In response to NET-A-PORTER'S feedback below.

You haven't simply failed to exceed my expectations; you haven't even met the most basic standards of customer service. And to suggest this matter has been “resolved” is frankly insulting. It has not been resolved at all.

I expected a luxury shopping experience from NET-A-PORTER. Instead, I experienced one of the most frustrating online purchases I’ve ever made.

I ordered a designer handbag for my birthday and even paid for expedited shipping. Just 30 minutes after placing my order, I received an email demanding a verification code to confirm ownership of my payment card. I was instructed to contact my bank to obtain this code.

Naturally, this raised concerns. I contacted my bank, and they informed me that they had never heard of such a verification code and had no idea what they were requesting. They even offered to help me dispute the transaction because the request seemed so unusual.

While speaking with my bank, I spent over an hour communicating with NET-A-PORTER’s customer service through their website. The experience was appalling. The supposed “live agent” did little more than repeat my own statements back to me offering no assistance.

I was asked to provide a screenshot of the transaction from my bank account, with the assurance that this would help resolve the issue. Even after providing proof of payment, customer service continued insisting on the same verification code.

The most ridiculous part? I had paid using Apple Pay, and the verification code they were demanding wasn’t available through that payment method.

How does a luxury retailer offer Apple Pay at checkout, accept an order, and then subject a customer to a verification process they cannot complete using that payment method?

If first time customers are subject to additional payment verification requirements, those requirements should be clearly communicated before checkout. Customers should not discover these obstacles after placing an expensive order and paying for expedited delivery.

I wasted nearly two hours of my day between my bank and NET-A-PORTER’s customer service trying to resolve a problem that should never have occurred.

Luxury is not just about the designer brands you sell. It’s also about the experience you provide. Charging premium prices while delivering this level of customer service is unacceptable.

I hope NET-A-PORTER’s management takes this seriously and reviews both its payment verification procedures and the quality of its customer support. No customer should have to go through this much stress simply to purchase a handbag.

I had purchased a pair of STAUD boots from Net-a-porter. It was my first purchase from them, and it was really a splurge for me. I had never spent $600 on a pair of shoes before. When they arrived I tried them on inside my house. They were a bit big so I walked around for about two minutes to see if I could make them work with thick socks. I decided that if I was to buy $600 boots, they needed to fit properly, so I returned them to exchange for a smaller size.
Three weeks later, I received an e-mail from the returns department that stated that they were not excepting my return because the shoes had signs of wear. I literally walked inside my house for a maximum of two minutes to see if these shoes fit. It’s called trying on, and if it is not permissible, then shoes should be accurately labeled non-refundable and not eligible for exchange.
I have never once in my life been refused a return, and it is impossible to keep the bottom of a shoe flawless if you try it on. It was my first purchase and they did not even so much as offer me credit. When you purchase a product from a merchant, do not use the product, return it and they keep your money, it’s theft. I will be working with my credit card company to dispute the transaction.

Really disappointing experience. I bought a £120 bikini from their website in January and had only worn it twice when the stitching started to come undone.

They refused to accept that this was a fault with the garment and instead told me it was “standard wear and tear”. I’m not sure how wearing a bikini twice could reasonably constitute standard wear and tear, particularly at this price point.

I asked for the complaint to be escalated, but the person dealing with it has now stopped responding to me altogether.

For a £120 bikini, I would expect far better quality and much better customer service when something goes wrong. Unfortunately, based on this experience, I wouldn’t buy from them again.

I'd ordered some boots over a month ago. They were due to be delivered by DHL.

DHL confirmed delivery, which was untrue, and they provided no photographic evidence. After back and forth, they confirmed that the driver had falsified the signature and delivered it to a different address.

I reported this to Net-A-Porter. Its now been over a month since I ordered and I keep getting the promise and assurance that some "dedicated team" is investigating this with DHL directly. I've shared the emails from DHL confirming fault.

I have to contact Net-A-Porter every few days to check in as I get absolutely no updates. I get asked the same question every time - do you recognise the signature. No!

They refuse to issue any refund or put me in direct contact with this dedicated team and instead just keep saying they understand my frustration but they can't do anything.

The boots are now fully sold out on their site so I'd need to spend more to buy them elsewhere.

If I can give no stars I will. Be careful, THEY ARE SELLING FAKE ITEMS, When Customer Service say you should email them to be taken care of, that is not true. Does someone believe that a luxury bag costing nearly £2,000 has glue inside the hardware or the edge sealant is peeling away. They inspected the bag and said that the bag had no manufacturing issues without any further explanation on the issues. Then if this is not a manufacturing issue, then the bag is fake. I will leave with my lawyers.
Sending the email to customer service does not change anything, this is an automatic response.I’ve already did.

I have shopped on Net a porter for several years without any issues or complaints. I especially love their sales and I always look forward to their flash sales and I usually get amazing designer items at really discounted rates. However, my most recent order I received, arrived incomplete. The charms and embellishment that was meant to come with the bag were missing. I immediately contacted the After Sales team about my incomplete item and all I’ve gotten since then is silence. No acknowledgement, no reassurance, nothing. I’ve called several times and all i keep being told is that someone will get in touch with me soon. The last correspondence I had on this was a week ago. To say I am disappointed is an understatement. The bag I purchased is still sitting in the box and i can’t use it or do anything with it until i get some sort of communication from net a porter who are taking so long to get in touch despite my chasing and follow ups. Now that I’ve seen how what used to be one of my favourite sites to shop operates, I will warn others to be cautious. It’s fine shopping there until you have a problem and then you’re not treated properly and you’re ignored. So apply caution when shopping on here. Use PayPal always to pay so that you have extra consumer protection and can claim something back should you encounter a problem

online store is fabulous. I love their things and they’re shipping Speediness is a master class on how to do things.

I love shopping with them because they offer a variety of choice and delivery so secure and the packaging is keeping the product in a nice way.

Great service and excellent range of products and very good customer service

I’m sorry but how can you claim to be a luxury company when you have this shitty user interface experience that doesn’t recognize the password and tell you to wait 1586290 (not exaggerating!) hours to reset. For god s sake hire and pay properly some experienced engineers.