“I can’t be more disappointed and dissatisfied with the customer service I received. I ordered a dress. I tried it on and it did not fit. All tags were left on and it was returned within the appropriate time frame. I received an email saying the dress was damaged and they were not excepted the return. It was never worn! I will never shop here again and I encourage everyone to think twice before purchasing from here.”
“Disgusted by your decision to boycott Dodo Bar Or's designs because she spoke the truth.
Shame on you and your moral compass.
My friends and I will no longer be purchasing clothing from you”
“LOST ORDER, NO REFUND & NO RESPONSE!!!
I ordered a dress from Net-a-Porter (NAP) on 1 September 2023. DHL was the courier.
DHL passed the parcel to Australia Post (instead of delivering to my home) for delivery when the parcel arrived in Sydney.
Auspost lost my parcel and sent me a formal email to confirm that the parcel had been lost.
DHL investigated and emailed me to confirm that my parcel was lost on 8 September 2023. DHL then promptly informed NAP that the parcel was lost.
I immediately messaged NAP Customer Care asking for a refund but they refused because they had to investigate.
I have since been messaging NAP everyday for an update but keep getting fobbed off with a “we are still investigating and we will email you” response.
My order was LOST ON 8 SEPTEMBER 2023.
TODAY IS 5 OCTOBER 2023 and I have not received any email from NAP. NOTHING.
I have emailed feedback@net-a-porter but the email was returned to my inbox because this email address does not exist.
I called the Australian NAP Customer Care number 1800 638 680 but the call always gets cut off and the line goes dead.
I also messaged NAP on Instagram. The reply I received was “we’ll get back you when we have an update” !!
What a stressful, frustrating and exasperating situation to be in!!!
I would strongly encourage all online luxury fashion shoppers to buy elsewhere or you could end up in my position: NO PARCEL, NO REFUND, NO RESPONSE AND NO RESOLUTION!!!!”
“Zero respect for customers!!
Zero respect for customers!!!
I wish I could give them zero stars -0 egregious horrendous, very insolent experience with
Net a porte. Refusing to refund an order that I did not receive so sad when companies act this way . Buyer beware !!! Fish always ruts from the top..”
“Nothing is solved after response at trustpilot from Net-a-Porter. they keep referring to DHL not to all the different emails and answers.
Do not order here!
I am flabbergasted. After a research about reviews of Net-a-Porter I see a lot and I mean a lot of really bad negative reviews similar story's or even worse.
My order was incomplete with 1 missing item. They send different mails.
First my order was lost, then my order was not lost and in the box according to Net-a-porter. Then my order was delivered with the same weight the investigation with DHL was closed, then I get an email that the investigation was still in proces and today I get a mail that the weight was more than the original send package?? WHAT?!
Confusing much.
They immediately went to DHL and blame them but the package was delivered at the pick up store. So is DHL responsible for a missing item? They never in any mail since mail 1 took responsibility and the strange thing is Net-a-Porter tells me it was weight and at DHL it weight more then it weight with them. How can it weigh more?? Where 2 boxes put on the scale? What t f happened, come on. How is it possible what was packed weigh more? Did my order multiple in the box by a wizard.
The e-mails feels like lies there is too much inconsistency and different stories. They never put the fault with them self my gut feeling is it was never packed (maybe by mistake, mistakes can happen). There was a lot of black paper mess in the box and wrapped with a thick plastic pouch on the products that where in the box it would not even have fitted another product! I send pictures everything. Again do not order here you will be scammed!
I'm going to inform the brand NÉCESSAIRE also and let them know what happened when customers are buying there brand at Net-a-Porter.”
“Worst customer service and returns policy/ system ever. I called 5 times over 2 days to get a returns label waybill label. They kept sending me a proformer paperwork. They assured me it had been escalated and would be made a priority. Don't bother. They will say anything to get you off the phone. I also emailed them, no response. Over 30 hours waiting and still no label. The courier can't take the return without this. If Net-a-porter had bothered to include this return label in the box, I would not be having this problem. I even live chatted with the customer service agents and they couldn't resolve the issue. They have gone down hill so much. Spend your money at Matches or FarFetch. They both give great customer service.”
