“I never received my package of three items from the Outnet. It went to a random person in another state.
Despite 24 calls and emails they have yet to respond. I even wrote the CEO with no reply. UPS put in a claim and they have not responded. I will never purchase anything from them again!”
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“I advise against ordering from The Outnet. They appear to be a not trustworthy company. I am still waiting to be refunded 250 euros, for a return I made over two months ago. They told me to provide them with the receipt that shows that I returned the package, which I have sent them. Then they told me to wait, patiently. I waited and waited.. then I asked them for an update, and now they don’t respons to my e-mails. I am so dissapointed and frustrated, I have never experienced such bad customer service. In my opinion they are thiefs and they don’t deserve any stars.”
“No customer service, count your blessings if you receive your order, forget about your money if you don't
The Outnet refused to refund me my 200 euro order that I never received, or signed for.
It has been 2 months of me asking for updates over email; they responded twice then ignored my emails.”
“I ordered a pair of converse sneakers with two tones and they sent me wrong pair with wrong colors. I sent them back to exchange, they sent me the exact same shoes, they didn't even switch the pair. I emailed them many times and they answered same thing that they would get back to me. I asked them if they didn't have a correct pair I would return the shoes, if not they should have corrected.”
“When purchasing from Australia if the order is over $1000 they sneakly add duty (10%) to everyhting you order. This isnt added as a line item but discretly under each item in your basket. When you look at the toal you assume it is correctly adding up the items in your basket but when your order is over $1000 the total of your basket now includes 10% so 500+501 which should total 1001 will actually show the total as 1101 adding $100 to your order which you may not realise. Very sneakily presented on screen. IF YOU WANT TO OVERCOME THIS NEVER ORDER MORE THAN $999 OR SPLIT YOUR ORDERS. lOVED THIS SITE BUT NOT ANYMORE.”
“AVOID this company! I would give it 0 stars if I could. I'm a Canadian who has been online shopping from numerous merchants for more than 20 years. This is the ONLY company refusing to refund sales tax and customs because I'm residing out of the EU. NEVER experienced this before. You'll definitely regret it if you're a North American customer who purchases stuff from this company.”
“I bought a sundress (silk and viscose) since I wanted to avoid polyester. The quality of it seemed to be great but quite sensitive. It ripped suddenly. The answer of outnet was “that the damage to it was caused by wear and tear and is therefore not faulty.” I wore it only four times! I expect a better customer care if buying high end cloth! I will avoid this company.”
“Horrible service! If you're in the EU and need to return an item, it's going to be a damn nightmare! This is what they wrote me in an email and they're not responding anymore: 'I am sorry to know that you want to return your order 0605Z7WR12401H.
To return your order, kindly attach the return label outside the box.
You can drop off the package at your nearest DHL service point. As an alternative, I am happy to arrange a collection on your behalf by providing your collection address and preferred time and date of the collection.'
Also, they wrote this on FB: 'Hi, the collection is from 11am - 3pm. If DHL has not arrived after 3, please kindly call 08442480844.' So, call DHL in the UK lol. I've never experienced such unprofessionalism on any serious online store. Avoid them because you will not be able to return anything which is the core of online buying! They are only sorry because you will have to return items which does not fit!”
“I ordered a leather shirt from MAGDA BUTRYM and THE OUTNET sent me a UNAUTHENTIC item. I have sent several emails and they have not responded to any. It is the worst online shopping experience I have ever had. I find it incredible that a luxury goods sales platform from the NET-A-PORTER group sends a FAKE item.
I expected an urgent solution and repair of the damage but didn't come. In the photos it is absolutely noticeable not only that they didn't send the same item I bought but also that the item they sent is not from leather but plastic. The inside tag isn't even the authentic from the brand but a chinese tag.
I contacted them through Instagram as Customer Service didn't answer emails and they say I can return if I am not satisfied.”
“Dreadful service,no refund after waiting 6 weeks for a 425 euros dress ! These people are crooks and are blaming missing item on UPS but will not refund the money”
“An outnet rep recommended a size and it was too large. It happens. I immediately asked for a return and exchange, another rep seemed to be helpful, package picked up on the next mnorning (tracking number I can see it is in their location - Italy). Since then no update, no exchange. I have contacted them twice by email, once on the phone (don't bother: call center in India, they have no aothroity and read you scripted answers). They don't update until they have received AND PROCESSED your return. For how long? who knows? DO NOT BUY from them”
“I have been a customer of the Outnet for several years. I liked the Outnet, the variety of clothes and their speedy delivery.
However, the latest experience with them has been negative. I have been waiting for a refund following the return of three items for almost two months. They are using UPS which is very unreliable and had apparently lost the package on the return. Now the package appears to have been found but I have not had any update on my refund. I hope this is resolved soon but it is a shame as I will think twice before ordering from them again.”
“I would give them zero stars if I could. Very poor customer service and they don't honor promised payments and refunds even when you have proof of hundreds of dollars that they owe you. Do not shop here or risk being scammed.”
“Thieves is all this company are,paid for DHL 3-5 day delivery still no delivery,just wish I had read reviews before ordering.I won’t be so foolish again.”
“While the content and prices can be good, they take payment immediately, then it took 1 month for my order to arrive, and despite sending my return over 1 month ago I have still not received my refund. I raised two complaints and they just send the same generic response.
And then after posting this review on Trustpilot they did a PR spin saying a member of the team had contacted me which is categorically not true.”
