“I bought a blazer which wasn't cheap even after the discount. After using it 3 times the fabric just started to fall apart around the seam, so that there is now a huge hole in it (appr. 10 cm). The Outnet refuses any assistance and refund, allthough the EU consumer protection law states otherwise. I'm schocked about their ignorance.”
“The absolute worst! It is basically a scam. Its almost funny how Theoutnet nonexistent Customer service is a part of the their “business” strategy.
Placed an order on 11.02 - it didn’t ship until 15.02. The tracking number was working for 1 day exactly (17.02) and soon became useless, so I tried to contact the customer service about the shipping - no result.
I asked for a refund on 23.02.
That was my mistake - I should have started a chargeback process with the bank right away.
Today on 10.03 they inform me they are unable to proceed with the refund and are offering a store credit or to wait “until further notice”(what?).
I did read reviews from customers in the same situation and I should have known better.
If you are reading this please, do not order from this site. It is not worth it!”
“I have returned some items and since 3 weeks the package is stuck in Bergamo, Italy. I called the outnet support 3 times so far, nobody knows more than i see in my apps tracking my package. And nobody is replying to my emails, complaint. And i have to be refunded with more than 200euros.”
“Theountet has made me pay twice for the same order. This means that they have taken more than 800€ out of my account without my authorisation. The worst part is the lack of seriousness and professionalism with which customer care is reacting to my repeated complaints: it has now been 3 weeks since I have made them aware of the problem, and I still haven't received my money back or at least an explantion! Customer care is ignoring my emails and when I call them, they only tell me that they can't do anything and that I have to wait until the financial department gets back with more information. Taking customer's money during 3 weeks is simply unacceptable. Last time on the phone, customer care was even suggesting that they did not believe that my account has been charged twice, even though I have sent the proof weeks ago. Mistakes happen, but wouldn't a serious company correct them rapidly instead of ignoring the customer and not taking him seriously?”
“Terrible customer service. In a mix up, I returned a pair of black trousers worth €180 that I had purchased from Hugo Boss and sent Hugo Boss a pair of black Victoria Beckham trousers that I had bought from The Outnet for €132. While Hugo Boss promptly contacted me to rectify the mistake sending back the VB trousers free of charge, The Outnet never did. Not only that, but after reporting the mistake they would still ignore the problem. It has been a month since this happened, and they have neither returned the trousers nor the money. They have cost me a total of €312.”
“I have used The OUTNET for 15yrs plus. Not had a bad thing to say to them until 2022. I am currently owed £800 in a refund I sent back on 28th Jan & I am terrified I'm not going to get it. Customer Care is there BUT its ineffective. Spent a 4th call just now onto ARLIND who promised me AGAIN it'd be escalated. It wont be. I am in despair what to do. £800 & no one prepared to escalate it. DO NOT USE.”
“Having tried now 9 times to receive my refund from 11th January with no outcome from customer services they just fob you off ( I returned garment by their selected courier with all relevant documents the same day as I received it)
I have now had to go through Pay pal to try to collect my money £204 . They haven’t yet responded to them either! I have purchased many items from this company before they changed ownership with no problems. Too many people on trust pilot with the same complaints be careful!”
“Products no warranty, very bad customer service. Bag sent from Hong Kong from different shop, very strange. Bag broken around within 2 months, customers service just keep saying 28 days can exchange and refund.”
“I purchased a lovely pair of jimmy choo shoes and must admit I was worried after reading the the reviews
The payment wasn’t taken until the parcel had been shipped I was notified of shipping then notified of delivery it did take 11 days to receive my package but they were worth the wait very happy”
“I give this company a perfect score. I read all these bad reviews and was very hesitant but nevertheless did order. My payment wasn’t claimed until the item was shipped and the same day I got notification of me order shipped, I got DHL schedule for delivery. Item received in mere hours of the DHL notification. The packaging was perfect. I am very satisfied.”
“I have called 4 times now regarding a return I fed Ex back to you. The wait times are long and very often after being on hold for awhile the phone will ring 2 to 3 times then I am automatically returned back to the que to listen to music. It seems to be taking an inordinate amount of time for you to refund my card. I am very patient and understand that everyone is short staffed but according to your customer service rep you have had the return at your location for 10 days now and it has not been processed can you please explain why this is taking so long and give me a date when I could expect this to appear on my card? I am new to the app so maybe this is normal. This has not been a great experience. The call in center has a lengthy wait and all but a few of the reps seem rude and not helpful.”
“I cancelled an order immediately after ordering. I was told this was done and therefore, I placed a second order for a similar item that I preferred. That item arrived damaged and I returned it. A month later and I still haven't received a refund for the cancelled item. This is over $4000 worth. I have emailed customer service circa 10 times with no response.”
“The return process was a massive headache! I followed the instructions, only for the package to be returned to me by UPS without any explanation. I contacted UPS which the driver asked me to do, till today haven't heard anything back from them. I contacted Outnet to resend the shipping documents and arrange another pick up, again the driver came and asked me if I have a label, I explained to him and showed him the mail sent by UPS, I spent hours trying to get through to both companies and when you do, no real resolution. Its a very stressful process and would avoid in the future!”
“I had to exchange something then unfortunately return it.
On returning the item I was told it had already been refunded as I returned dot for an exchange .. WTAH? .. so I’m out of pocket should have kept the pants instead of thinking of thinking of a Refund or store credit. So now I’m out of pocket!!
Insane … exchanged item returned for refund but told no as it’s already been done!!
They can’t provide evidence they’ve refunded - because they haven’t! The days they’re saying the refunded it don’t even make sense as the item was still in transit or not exchanged at that time.
The useless customer care person can’t seem to get his head around it so I’m at a loss !
Stop the refund is in process … as it’s not been completed EVER!
Buyer beware .. go else where not worth the trouble!”
“Outnet is SCAM! SCAM! SCAM!
I have order one dress and one pair of heels. They canceled the dress without updating me, but instead I received an invoice with tax for 2 items, which was more expensive than one pair of shoes itself.
I required refund straightway. However after few days, I have only received the amount without tax, and been charged USD 232 for no reason!
If I have done a bit research before I went to this dodgy website, I would never buy anything from them!!!!!”
“I ordered a jacked that didn't fit me well and could not return it. Their customer support doesn't return my mails. So if you need any assistance they will just ignore you.”
“The OUTNET is a terrible retailer.
My order has not arrived after 6 weeks. Customer service terms state delivery in 4-6 days.
I have emailed customer service 8 times with no reply. I have called customer service 4 times and told they are investigating the matter and will call me back. They have not called back. Twice they have blamed DHL. Each time I called DHL to check and they confirm the order has not been collected and is still with OUTNET. Another explanation: there was a typhoon and finally: DHL blamed again. The OUTNET is not taking any responsibly, has refused to refund me. Has refused to refund me and re issue the item, that is in stock. Has refused to hold a replacement while I await an outcome.
I have also called Net-a-Porter and although OUTNET is owned by them, they also take no responsibility”
