“Horrible horrible experience. I ordered an Alice and Olivia dress and the chain was broken on the dress. I contacted them and they made it impossible to return or exchange it. Do not order for this company!”
“Shoes broke in a few weeksa d ant first they offered me nothing saying it was wear annd tear and then after writing online reviews they offered me $30!! What about the rest of the money. I mean $30 doesn’t pay for anything. Seriously worst online retailer ever. Highly recommend staying away from the outnet.”
“I had purchased 4 items vide order no 0904ZRP4E2301H on 14.04.23 but 2 of the items were too large for me and I wished to return them. The return invoice they generate is flawed (no HSN code/ address mentioning two countries - Italy and Hong Kong PRC) so that the courier service does not accept the same. I made numerous phone calls - ( to Kylie, Jess, Michelle, Ariel Luis and other Customer Care Consultants ) and was told that I could not receive a refund if 2 countries were not mentioned as the items are sourced from one country and billed from another. The courier service assured me that the customs will not release the parcel if 2 countries are mentioned. After numerous phone calls and a ton of headache finally the package was returned to me by the courier company as the customs would not accept it.”
“I have been hang up the phone two times by the customer department and lost much time on endless email exchange in order to explain that I shouldn't pay for delivery fee as long as my order was above euro 300 (shop policy free delivery for orders above euro 300). Still not refunded this fee.”
“This company is a scam. Do not order from them. All phone reps hang up on you and are incompetent. It took me an entire month to arrange a return. Matt, Justin and Iverson (phone reps) each hung up on me. The management team is even worse. DJ the "supervisor"and Carlito the "Manager" are just as bad as the telephone reps. They do not understand a thing about customer retention or customer service. Do not be fooled, although the site offers discount.. you are required to pay in other ways. What a waste of time and money.”
“I’ve been shopping online for years and this has been the most stressful returns experience I’ve ever encountered. First I was told I needed to set up a UPS pick-up (only UPS) for the return, although DHL is also listed on the Outnet website as an option (and of which I have an easy drop-off point near my house). Then I received no less than three different pieces of guidance for how many Proforma (customs) forms I need to include with the package and where to attach them (three. No, zero. No, five). The final version I got verbally and requested it on email too, to be sure. UPS shows up and they need a DIFFERENT number of copies, which I didn’t have available.
And to top it off, Outnet refused to extent my returns period to after Christmas, despite their inaccurate website and inconsistent advise, because….”we can’t!”
Disgraceful customer service guys, especially for someone selling high-end stuff”
“I bought Maje boots from OUTNET, that arrived damaged with scratches all over, clear signs its other been stored in the warehouse without a box or been worn and return by someone. I attached pictures to maje and explained in the email its unaccaptable, not only the delivery was delayed but it arrived in horrible condition. They replied in 5 working days (!), never apologised for this, and asked me to arrange a collection by UPS to return the boots. They said they can only exchange the item when it arrives (confirmation from UPS about collection is not enough to ship a new item), and warned it might take longer than usual, and my size might also be out of stock. I then replied and asked them if they can guarantee it will be next day delivery (as Im not going to pay for it twice?), no one got back to me since, followed up in 3 days - no reply. The solution the offered for shipping me a damaged pair of boots: ship it back, we will only exchange it when it arrives (with possible delays), we will take 3-5 working days to process this and IF your size is available we will ship a new pair, if not, in 2-3 weeks after shipping it back you'll get a refund. MAJE, you should stop working with Outnet right now, this is damaging to the brand. Most horrible customer support ever, instead of offering a sensible for what is their fault they scam people. AVOID AT ALL COSTS. I hope the manager of Geraldine, who suggested this to me, will read this.”
“Recently purchased Valentino Garavani handbag. Product appeared non-genuine and used with scruff marks. Seeking return from The Outnet. As per other reviews to date, refund was only a partial refund (they have not refunded duty and shipping despite their return policy). Will now escalate via chargeback with bank. Will also look at other avenues to inform fellow consumers to TAKE CARE; BE CAUTIOUS.
Despite >5 emails to THE OUTNET requesting full refund (for a faulty product; not a change of mind purchase) and quoting their refund policy, I was repeatedly told that duties and taxies are NOT refundable and that is their company policy. It was only after I sent them a snapshot of their own refund policy on their website that I managed to receive most of the refund. The shipping cost is still a battle in progress.
This experience highlighted THE OUTNET’s incompetency and lack of disregard to their own company’s policy. This is appalling and evident of their wilful deception towards their customers.
This is my one and only experience with THE OUTNET. Never again.”
“Can anybody help me . I made an order . Never received it . I just want my refund . It has been WEEKS now . I call , I’m promised my refund . It does not happen . I then receive an email asking me to provide return details ??!!! AVOID THIS SCAM OF A COMPANY . You should be ashamed of yourselves .”
“Wow - I wish I had read the reviews of this company before ordering from them. Absolute mess of a company. I would say they have terrible customer service but there is no customer service at all. They just send the same copy and paste responses without applying an ounce of common sense - I think they must do it on purpose to frustrate people so they won’t pursue their refund because no one can be as dim as the people I have spoken to and emailed.
I won’t bore everyone with the details but very much sympathise with all of the other reviews on here. In short 2.5 months after placing the order I have no parcel and no refund. Still waiting for things to be resolved. I honestly think they just try and steal money from people and hope they get so annoyed that they give up.
They also have no regard for people with disabilities because they think people can just pop here there and everywhere trying to chase down their parcel, which is something they should be doing!!”
“I sent a return parcel containing £270 worth of clothes back to The Outnet. The parcel was the mistakenly sent back to me so I sent it back to them and now apparently it is on it's way back to me for the third time. I sent the original return 8 weeks ago. They have had my money for all that time and have done absolutely nothing concrete to help. They are very good at apologising but I am still waiting for my refund.”
“Well the website states original packaging. But they sell used products not in original packaging. Then when u explain that’s fraud, they return an email admitting they commit bait and switch consumer fraud in writing. See attached. Do yourself a favor, don’t deal w a company too stupid not to admit to their client and now the world that they commit fraud regularly. Geez!”
“Tho the website stated they are a register dealer of designer products, and tho they maybe, they do not ship new/unused products in the original packaging.
If u buy designer u know the branding is soooo important to maintain the value. I bought a pair of Choo boots from The Outnet at a great price. They came to me used/return by someone else and thrown in a plain white box with a single piece of tissue. No tags, no dust bag, no packaging, no box and the shoes where black and scuffed across the soles like they’d been worn all night.
The company is in the UK. Literally my husband is a US/FL attorney whose practice is white collar crime and fraud and WE had a tough time getting this righted. Ultimately The Outnet either hung up on us or told us a manager would call us back but the never did. One lady from OUtnet customer service laughed at me and said “over a box?”when I told her my husband/attorney would called her. If u or ur significant other are not attorneys, I would stay sooo far away from order anything from The Outnet or if u just don’t want the absolutely horrendous service and to deal with a bootleg company.
Now we have to go through filing a fraud claim with the credit card company. I will NEVER ORDER FROM THE OUTNET AGAIN. Beware, it’s a complete fraud.”
“Hi all,
I made an order one month ago of £500. They didn’t deliver the parcel to my door and no refund yet received instead they keep telling me they will need to get the parcel Stolen or lost back first.
Please do not order from them at all they are scam and tiff.
I hope Google will close their web site soon and all the bank should stop 🛑 ✋ make any transactions to Outnet group.
So bad experience please do let your friends, family and add your story to all the social media platform. No one should buy from them any more”
“I paid to overnight a dress and leggings for a wedding this weekend. The package arrived without the dress. Apparently they didn't have the dress and gave me a credit for the dress but never communicated this to me. I wouldn't have paid to overnight leggings and now I need to find another dress. I would have appreciated communication and a credit for the overnight delivery. The customer service person on the phone was not helpful at all. Ugh!”
“I had two bad experiences with them in refund money i got up to 5 months and on April this year they reply my emails back to refund my money and supposedly receive by today and no comment still they didn’t refund my money back as they write 30 days not 6-12 months to receive the money and they want to run to them !! Please dont try to pay something with them”
“Appalling service. Paid for next day delivery. Arrived 2 weeks after. Requested refund and didn’t turn up to collect 3 times. I’m still without a refund and no compensation offered. Order from elsewhere”
