“They never have delivered my shoes, and had not pay back my money!
On the website you can write to presales and to after salens by you can't really send a message. On the emailadress you've got after ordering and paying, you only get a automated nothing saying answer, even if you put the proof of payment in it.
How can I get my money back, that I need to buy shoes in a fysical store in my own town?”
“I ordered few times with them. Good experience until this time. My packet did not arrive. I chased them, also DHL. No news. The money was devoted from my account. No packet with my clothes and no news from OUTNET. I have to say that I feel very disappointed and to be honest I do not know what to do to find my packet or get my money back. Any advices welcome. 🙏🏻”
“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 have used The OUTNET for 15yrs plus. Not had a bad thing to say to them until 2022. I am currently owed ÂŁ800 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. ÂŁ800 & no one prepared to escalate it. DO NOT USE.”
“Such a dire company - avoid, avoid, avoid!
A total bunch of crooks. Sent me a duplicate order. I asked them to cancel one and they failed to do so. They were different amounts despite being the same item. i returned the more expensive one (note no tracking on returns so you don't know when they've got it) and they refunded me for the cheaper one. I got one email saying they'd refund me the correct amount and another saying they wouldn't.
As far as I'm concerned they have zero ethics and are an appalling company sitting under the auspices of a supposedly respectable brand in net-a-porter.
Buy from the many many decent companies out there. DO NOT BUY FROM THIS BUNCH OF CROOKS!”
“I have been a regular customer of the OUTNET for many years but recent experience is really bad. I can’t refund the items that didn’t suit me and I was given the explanation that the item is not refundable because it was purchased “on the final sale”. At the same time there was NO indication that the item is not refundable when I placed the order. It sounds like OUTNET is really cheating their customers. Is it legal???!!!”
“Ordered something and it takes a few weeks for it to be delivered. They use UPS which is so unreliable. You receive an email from UPS to say that your parcel is out for delivery and at the end of the day when you have waited in, another email arrives to say that your delivery has been rescheduled!! Any returns have to be sent via UPS and when there are issues with their service UPS end up delivering the parcel back to you!! Be very carful and aware on ordering.
OUTNET returns policy of 28 days is this is not enough days for what I have just experienced and the fault lies with UPS.
Items are sent out and returned to an address in Europe. OUTNET.COM need to source another courier.”
“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.”
“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.”
“I sent a return parcel containing ÂŁ270 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.”
“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”
“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.”
“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.”
“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 ÂŁ204 . 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!”
“Unbelievable- beyond any questions of late shipping and refund issues. This website tried to double charge me ! This is true crime. I ordered from this site many times I don’t know what’s going on here. Everyone knows the amount is being charged with the minute you created your order! And it did. That was five days ago and today! Just now I got a message from my bank saying that the OUTNET tried to charge me again with the same order I made 5 days ago and I immediately called my bank and they confirmed it. Yes the OUTNET tried to double charge me without any explanation and notice. This is no difference to stolen your credit card. I want an explanation. Is not safe to use this site anymore and guess what they don’t have a payment delete options like other website do. That means they can use your card whenever they want.”
“Very unfortunate experience. This company knows how to rip their customers off. They don't refund you sales taxes and duties on your return. So you simply pay for looking at the item. What a nonsense company. What do they do with those taxes collected? Do they pay those to their tax office? Does anybody belive in that? Who ever started this company knew very well how to make money on 'rich people'. Just another 'Inernet way' to steal money from people. So sad!!!”
