Yoox Reviews

Name: Yoox
Rating: 2.04

2.0 Rating 181 Reviews

26 %

of reviewers recommend Yoox

2.0

Based on 181 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 62%
Accurate And Undamaged Orders	Greater than 77%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Yoox:

YOOX.COM is the only destination offering an infinite mix & match of hard-to-find styles and trends: exclusive collections by prestigious designers, vintage collectibles, selected range of end-of-season clothing and accessories at accessible prices.

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I am a client from YOOK for many years, terrible customer service, many mistakes with the ron description of the items, with no solution to help the clients I will not use this company anymore”

Helpful Report

Posted 2 years ago

“very bad customer service experience, ordered shoes and the next day they where offered at a huge discount. they advised me to return the shipment and order them again to get the discount. they would allow me get the discount as a customer service. stay away from ordering at yoox.”

Helpful Report

Posted 2 years ago

“I have ordered of Yoox for many years, so have a deep understanding and experience with them, spending thousands upon thousands in that time. For the FIFTH time they have messed up an order with me. It's becoming so frequent it feels like a gamble every time I order with them now. 1) Years ago I ordered some Dirk Bikkembergs boots from Yoox. They arrived as severely used, the soles were worn down by hundreds of hours of use. It wasn't just a casual customer trying it on and returning it, they had about half a centimetre of wear on parts of the sole, the upper leather was deeply creased and dirty. It was shocking that such a deeply used pair of shoes would be sitting in their stock and then packaged and posted out. 2) Another item ordered was a pair of Alexander McQueen b&w trousers in mens size XL. I received the trousers but in woman's size XS. They were more than half the size expected. Really weird how they can't organise basic stock control. 3) Just over a year ago I ordered some Raf Simons red & black trousers. I received a white & black one instead. No basic checks are done in stock control, no checks are done when sending the packages out. Really shocking yet again. 4) About a year ago ordered a Raf Simons jumper with red shoulder details. Received one with bright blue shoulder details instead! The items come in clear plastic bags, they are very easy to see that the item is wrong if basic item control was in place when putting the items in the package to post. 5) Just ordered another pair of plain black Alexander McQueen trousers. Received Alexander McQueen shorts instead! Time and time again they send the wrong items out, wrong colours, wrong sizes, wrong sex, used items, the list goes on, and year after year after year this continues. Each time it takes about 5 days or so to arrive from Italy to me in the UK. I usually work at home the day I receive a package, So a wasted day. Then repackaging, going to the post office, waiting about 5 more days plus for them to get it back, and then from five days to several weeks before a refund is issued. Some times it takes just short of a month from beginning to end for me to get a refund. For an online retailer with such a prominent website they have an alarming disregard for basic stock control, or basic checks to see correct items are sent out. Their online Chat Page to contact them doesn't work either! It hasn't worked a few years ago, never worked last year, and doesn't work now. They have zero care for offering communication channels. Their email info@yoox.com is useless as well. They will just send generic replies every time, and at no point care or bother to answer specific questions. Attempts to arrange for them to keep the same item back for me (if they still have more of the same item showing on their site) when I do a return is met with a firm No. they won't ever try to rectify situations that they caused or try to help out with any resolutions. I've been told many times when posting back items because of wrong items being sent out that I shouldn't re-order the same item as it will likely take three weeks for them to check the stocks, so don't reorder it as I might get a mistaken item sent out again. My logic would be to take that item down from sale immediately if that's the case then to prevent other customers potentially getting the wrong item. Of course they never do and just don't care. Also why take three weeks to check as well! For balance I have got orders correct from them as well, and when they get it right it is great as they do stock a wonderful range of out of season designer items often at great prices if you wait for their many sales. I'd love for them to just put in the time and cost to sort out their stock controls, stock checks when posting, and communication access and response with customers. They have a DEEP DISREGARD for any of this and no concern for rectifying any of that as the issue have been there for many many years now. It's a huge shame to be honest. It's a BIG gamble if you order from them. Be prepared to have your money tied up for a month or so if the order is wrong.”

Helpful Report

Posted 2 years ago

“worst experience , never got my items nor refund. customer service is just a big scam”

Helpful Report

Posted 2 years ago

“A zero would be more more fitting ,their customer service is horrendous. contacted Alaa from from yoox not only did they send wrong sizes and I measured the items and sent them their measurement which corresponds to two sizes smaller such a scam . They also keep forgetting items from my shipment twice the same item ! I have yet to resolve my refund , I have yet to have any sort of resolution for 1) missing items twice 2) wrong sizes with correct size staples on !! Such a scam I can’t believe yoox Italian let such people take charge of their customer service . It’s been weeks and I email them every few days and no response !”

Helpful Report

Posted 2 years ago

“I wish I’d read these reviews before I ordered from Yoox. I am still fighting to get a refund. And customer service are currently refusing.”

Helpful Report

Posted 3 years ago

“Customer service HORRIBLE u can hear kids running around crying@ the customer service rep house who’s English is broken and sounds like a robot reading from a script, giving u run around answers, making you fee Like he is making you a favor, NO dude am making una favor cuz if I don’t shop, YOU a don’t get paid! This reps seems angry, stuck @home with his kids. Special a guy called SAMEER OMG the worst of the worst. I don’t want no one to loose their job, but IF ur not a ppl person, don’t do it , you shouldn’t be there, making ppl feel hopeless. I been shopping for 5 yrs now and the customer service has gotten worst, down hill!!! Of course this customer rep won’t give good service cuz they don’t understand it. It’s sourced customer service and they don’t know anything. Yoox Help your company!”

Helpful Report

Posted 3 years ago

“Stay away of this site..must be a SPAM...they sent me damaged item and told me they cant change it with a rite one cause possible all are damaged...but they still sell the product in thei site....stay away....!!!!!!!”

Helpful Report

Posted 3 years ago

“I have been a customer for over 14 years. Yoox has gone seriously downhill, especially since they have been working with so- called “partners.” We have ordered a dress from PAVIDAS FASHION VILLAGE, parcel was received on October 17, 2022. Received parcel has very poor quality packaging, from a different brand. The address for the return wasn't indicated ANYWHERE - it wasn't shown on the package, in the invoice on in shipping slip - nowhere. On October 31, 2022 we have contacted yoox support team, and from this moment believe me, I'm shocked with misacting and incompetence of this support. They was not able to provide return address, On November 1, 2022 option "contact partner" was not active anymore, so we just found address of PAVIDAS FASHION VILLAGE and returned goods, and now they refuse to provide a refund, although we've contacted YOOX within 14 days from the goods receipt. I ASK EVERYBODY who has financial losses due to YOOX unprofessional merchandising - raise a chargeback for YOOX card transaction, attach all evidences and send to your bank, they will request a chargebach for yoox transactions. If there will be many chargebacks, YOOX will have a penalty from VISA and MasterCard, this is only options to make them do business in a proper way.”

Helpful Report

Posted 3 years ago

“Appalling customer service.. Shocking”

Helpful Report

Posted 3 years ago

“I returned two orders on July 27th and August 1st - it's now September 13th. Have not received a refund, keep getting the same generic responses from their email. The items total almost $8k - I'm furious. scam”

Helpful Report

Posted 3 years ago

“While low prices can be tempting, what you often get are items that are not new, sometimes irregular, stained, missing parts, mislabeled brands and sizes. Sometimes these are final sale items and you will have a hell of a time getting a refund. If you call Customer service for info regarding a product before purchasing, they cannot tell you anything more than what's on the website. If you call with a problem after purchasing, they require photos and then more photos and then more information. They delay and delay and often do not refund the correct amount, or not at all until you call over and over and over again. I'm beginning to realize that it's intentional. Not worth the aggravation. Steer clear.”

Helpful Report

Posted 3 years ago

“I've been waiting for my order to be shipped now for several days. I contacted the customer service since on their FAQ they recommend contacting if the order has not been shipped in 24h after order confirmation. The customer service, after few copy-paste replies that did not really answer my question, told me that the shipment preparation can take up to 7 days. So the 2-6 days delivery time is actually 7 + 6-8 business days - meaning that instead of about a week I might be looking at 3 weeks. All and all the experience was an absolute mess!”

Helpful Report

Posted 3 years ago

“Honestly so disappointed with Yoox. Used multiple times over the past year but it seems their customer service is not what it was. Firstly I was charged a totally different amount to what the checkout price showed and I only realised once I checked my bank account. After multiple calls and emails I was told to just send the item back for a full refund as they couldn’t honour the price (which I even had a time stamped photo of). I organised the return with the suggested courier. Once I had organised the return Yoox refunded the price discrepancy. I replied to say thanks but I was now returning the item. After tracking my item I can see it returned to Yoox on 17th after I posted it on the 10th. Well within the returns timeframe. I chased up my return as I had no confirmation. I have now had a message to say they won’t be refunding me and are sending the item back without giving a reason. Now obviously no one is replying to my emails. Totally unacceptable customer service. I have no choice but to raise this issue with my credit card company. To be clear, item was returned in the received condition (I bought mens shoes as a gift so as a woman I’ve obviously not worn them). Also sent back two days after receiving them as that’s when the courier was available to collect them. Even the tissue paper sleeve was still intact for the wrapping. I would advise to shop on the outnet instead who have excellent customer service. If you do decide to order with Yoox do so with caution and be sure to use pay pal and a good credit card so you are covered.”

Helpful Report

Posted 3 years ago

“I’ve only placed one order with Yoox and the whole experience has been so distressing. I’m disabled with limited mobility issues, I work from home and can’t easily just pop out without assistance. I was disappointed to discover that I had paid for home delivery and the parcel was without warning delivered to a collection point. I don’t live anywhere near this collection point and it’s on a hill which means there’s no way I can physically collect it. I also paid for home delivery for exactly this reason. Their answer? “Sorry to hear this, your parcel is ready to collect from XXX” in EVERY email. The parcel has been there for weeks, so the shop isn’t rushing to return it, meaning I’ve just lost my money. How patronising and discriminatory towards disabled customers, you should be ashamed of yourselves.”

Helpful Report

Posted 3 years ago

“On 3 different occasions, Yoox warehouse did not refund me for the returned items! I had returned 7 items in the order at 3 different times, and each time they refunded me for only 6 items! They fixed it eventually after I contacted, so I did get my missing refund for the returned items in the box, but it happened again last night where they did not refund me for one of the items! At this point it is obvious that they are intentionally trying to scam customers hoping that among the several items in the box, the customer won't notice that they are missing a refund. Very sleek! It seems to be a company policy now to have refunds go missing because after two different times, you would think that they would get themselves fixed, but since it is happening again, looks like they don't even care. The funny thing is that they did not refund me for the most expensive dress in the order which is for $300+tax. So they had to pick the more expensive item in my return not to refund me! Make sure that you document your items before sending them back to them otherwise they will try to scam you. It's obvious now that after the 3rd time, Yoox is a high-risk company to be buying from since I will be constantly worried now whether I will be getting the right amount of refund or not.”

Helpful Report

Posted 3 years ago

“Failed to provide correct and full refund. Scam.”

Helpful Report

Posted 3 years ago

“I have been a customer for over 10 years. Yoox has gone seriously downhill, especially since they have been working with so- called “partners.” I ordered a pair of shoes with a 14 day return policy, which I was not informed of until I contacted the yoox customer service multiple times by email (they have no phone number) and the return time expired in the meantime. I returned the shoes anyway in perfect condition and Mon Ami based in Rome said they will offer only a partial 50% reimbursement. They can sell the shoes again for the same amount so in my opinion, this is just extortion of customers. Yoox should enforce the same return policies for their partners as they have as this is really confusing, especially when your customer service consists of cut and paste form messages by email. One of the worst consumers experiences I have ever had. I will never buy here again. Don’t ever buy anything from yoox partner Mon Ami especially!!!!”

Helpful Report

Posted 3 years ago

“I give them 1 star for sending the dress in a timely way. I ordered a 12 and received a huge dress. (I had checked the conversion chart etc). It looked awful on. I asked for a refund as I had missed the 30 day chance of mind. I believe that it is not a change of mind issue, as there is no way this is a size 12 dress. I sent photos of arm measurements etc. They refused to let me return it, saying that styles vary. But the dress on the mannequin was fitted, and the dress is like a sack. I paid good money as it was not cheap.”

Helpful Report

Posted 3 years ago

“I have worn Ralph Lauren t-shirts for many years so I ordered 6 new items to refresh my wardrobe. The items arrived and after 1-2 wears they have degraded significantly - they are MUCH lower quality than any Ralph Lauren items I have had previously. I contacted Yoox to explain that I had spent a lot of money on 6 items that were faulty, and they refused point blank to help or do anything (return or refund etc.). Terrible product, terrible customer service, overall really poor!”

Helpful Report

Posted 3 years ago

Yoox is rated 2.0 based on 181 reviews