THE OUTNET  Reviews 8,282

returns are super easy and completely frictionless

I had a very disappointing experience with THE OUTNET.

I purchased a pair of Giorgio Armani shoes for €254, expecting high quality. However, after wearing them only a few times, the sole split completely. The shoes are clearly defective, and even a repair specialist confirmed that this is a manufacturing defect.

What is even more frustrating is how this case was handled. I followed all instructions from their support team, including obtaining a written assessment on official letterhead at my own expense — which was not easy to arrange.

Despite all the evidence, THE OUTNET refused to provide a proper resolution and offered only €50 compensation for a clearly defective product.

This is unacceptable for a product in this price range and does not reflect the standards you would expect from a retailer selling luxury brands.

I also contacted the manufacturer, and they confirmed that responsibility lies with the seller. Still, THE OUTNET refused to resolve the issue properly.

Very disappointing customer service. I would not recommend purchasing from this store.

The service has steadily declined—deliveries are slow, customer support is unresponsive, and refunds are delayed. It’s becoming stressful and unreliable, much like my past experience with another sister platform, YOOX. I no longer feel confident shopping here and may stop using this platform altogether.

I ordered a coat from THE OUTNET, the coat was exchanged for a smaller . On receiving the smaller size, the coat was again too large.
I subsequently requested a full refund, only to be offered a credit note.
I believe this is actually against the law stated by GOV.UK.
Customer care quoted 'As you have returned the exchange so as per our policy if the exchange is returned then it will be refunded as store credit'
I will update as to the progress I make, however I seriously suggest you do not buy from this company!!!

As a VIP customer, I expected a certain level of service. Unfortunately, my recent experience with The Outnet has been extremely disappointing.

It took 10 days and multiple calls for customer service to respond to a simple request for a birthday voucher, only to tell me they “did not understand” what I was asking for. I was then informed the voucher would arrive within the week of my birthday — it never did.

After further follow-ups, I was promised a 30% discount code as an apology, to be sent within 30 minutes of the call. It never arrived. Instead, 24 hours later, I was told I would not receive it after all because it was now “too late” — 9 days after my birthday.

Across 9 calls and 7 written responses, not a single person showed any basic courtesy — not even a simple “happy birthday.” Only inconsistent answers and empty promises.

To add to this, their sister company YOOX (same group) is currently withholding my refund for a return sent in January. They have confirmed receipt of the item in their warehouse, yet are refusing to issue a refund due to internal processing delays with their courier. I am now expected to wait several more weeks.

This is not a matter of a voucher — it is about poor customer care, lack of accountability, and misleading communication.

As a long-standing and high-spending customer, I find this unacceptable. I will be taking my business elsewhere to retailers who value their clients.

I am disappointed that so very many items are now non-returnable. I would buy many more items if I could return ill fitting ones. Dresses are particularly difficult to buy now as they have to fit bust, waist and hips! I think many of your models now do not do the dresses justice with their ugly clunky footwear. I note with interest you are using larger models and suspect that’s not good for marketing. I do need to say though that until the past few months I have bought some beautiful things from
OUTNET and found them very easy to deal with. My very strong impression is that the new ownership is making a big mistake by charging for returns and making so many things non-returnable. Squeezing out more profit! The OUTNET experience used to be a good one but not any longer. Very disappointing.

Very slow the registre

Take forever to refund !

I dont understand a company that has “policies” that dont make sense. I requested a price modification on a jacket whose price went down right after I ordered it. Per their policy, they only modify it if they have my size. They have smaller sizes in stock but not my larger size. The policy doesn't make sense and offensive given my size. I appealed the policy and asked for a manager to review. Each time I was given the same policy language. Now I want to return given this upsetting experience.

Not this time. From the last 2 years it’s one of the worst sites to buy. Só unless you know the products not an hint of measures. Orders arrive up to 2 weeks after. Returns Take more than 2 weeks. Check very well the itens you receive. Some are soiled or not New, with a terrible smell. No updates on sending or returns. Some itens for sale are almost vintage. NOT a reliable site at all. I’ll apply the same to YOOX .

I’m simply so disappointed with The Outnet… I’ve shopped here several times before and been satisfied. But now things have gone wrong. I’ve been waiting for two months to get my money back from them. They claim that UPS has lost the package I returned and are therefore handling a case with them. As I said, this has been going on for two months, which in my opinion is far too long.
They should simply refund my money and then deal with all the logistics with UPS afterwards. I have sent all the proof and documentation showing that I handed in the package, and I have even done this several times. But all I get from customer service is that they are very sorry, that they will get back to me when there is any news in the case, and that they ask for my patience… which ran out a long time ago.
Poor customer service. I’m so disappointed and will not shop here again.

The Outnet has recently run a 30% extra promotion. The promotion was misleading as not all items were not reduced at all from the days leading up to the sale. Despite a number of emails asking for clarification, I have received no response other than one advice that simply states no discount applies. No rationale was provided. This is very disappointing. The Outnet needs to ensure the accuracy of its advertising.

I've used The Outnet for years and have superb service. This is my first time in a few years and I cannot believe the difference. I spend over € 500, and the delivery service is dreadful, after 10 days the first failed attempt resulted in another 7 days. During which time I could not change the day or date. The customer care was non existent, and repeatedly they ignore my emails and say they can do nothing over the phone. I still have not heard from them regarding a refund, as I sent all goods back a week ago due to inability to change the day. No response, and on the phone they say nothing at all. Dreadful service. I have read subsequently they were sold off the main group.

So I got some items here since last year . Which I’m yet to receive , I reached out to outnet and I was asked if wait 21 days . It’s currently almost 3 months with no word regarding my parcel . I have sent mails which have been ignored . I shop here quite often and it’s been wonderful . I wonder what is happening.
I currently have a bunch of items I want but I have been stalling my purchase .

I had a very disappointing experience with THE OUTNET.

I ordered a Toteme trench coat in size 30 but received size 32 instead. Because of this mistake, the coat was far too large and I had to arrange a return. While I was dealing with the return process, the correct size sold out on the website, which means I lost the opportunity to purchase the item I originally ordered.

What was particularly frustrating was the response from customer service. I received a generic template reply explaining the return process, but there was no acknowledgement of the mistake and not even a simple apology.

Mistakes can happen, but when they do, customers expect at least a minimal level of accountability and proper customer care.

Overall, a very disappointing service.
**********************************
Updating my previous review after receiving another response from customer service.

“I can see that you ordered the TOTEME item in size DK 32 which is EU 34 and the size 30 DK is equivalent to size EU 34, and you already received the size you ordered.”

🤯 Apparently, two different sizes now correspond to the same EU size.

At this point, I’m less concerned about the coat and more impressed by the creative approach to size conversion. I only hope they understand what they are writing, because I certainly don’t.

At least now I know where I will not be placing any future orders.

Fabulous merchandise and quick to ship. No bother returns. A new loyal customer.

No one responded to my request for Return number of my Order 0103Z3MGW2601H.

Tried calling THE OUTNET Customer Care +44 330 022 4250 /088 011 4250 many times but to no avail. Kindly advise me the correct telephone contact number.

I have created a Return Request for Order 0103Z3MGW2601H to return one S size white dress AREA Crystal-embellished stretch-jersey mini dress @ USD300.00 but I did not receive the Return Number.

Please let me have the Return Number for us to fill in the Returns Proforma Invoice urgently. I will arrange for DHL pick up from my office to return the said dress to THE OUTNET via YOOX NET - A - PORTER GROUP.

Looking forward to receiving your favorable reply. Please email me urgently.

I am the Secretary to Chui Meng LAI. Thank you!

Their policy states that they allow size exchanges without charging a return fee. When I emailed customer service, they refused to honor this part of their policy, even though it is very clearly stated on their website. Additionally, they claimed that a DVF dress size XL would fit a US size 10 on the product page. Upon receiving it, it was too large. I checked the DVF website’s size chart and saw that their XL is for a US size 14/16 (something like that). Despite having screenshots of this and The Outnet’s error, they refused to allow a return. The Outnet is dishonest and does not follow their own policies.

I am quite dissapointed about the customer service, it used to be much better i feel like.... I returned the goods i purchased and provided the drop-off receipt with the pre-labal (UPS) provided by the company. UPS lost the package and the company after 20 days have not refunded my return. It is a law that the retailer is responsible if the package got lost after the drop-off. I do not recommend to shop here....

This has to be the WORST company in the UK.. I ordered a parcel in December, but it was delayed, and I returned it. I have not gotten my refund for over 3 months now. The customer service team is absolutely unhelpful and keeps telling me they are looking into it. The last call I made, the man literally hung up on me and refused to transfer me to a senior team. Absolutely unacceptable. I have never experienced such unprofessional behaviour. I will NEVER buy from this horrible company again