NET-A-PORTER Reviews 

Appalling service - ordered 6 days ago and still not despatched. Spent £7.00 on delivery - dreadful customer service - cancelled the order.

Very poor customer service. It has been over a month, and I still haven’t received my refund. Every time I call, I’m given false promises and no real update. I’ve never had to deal with such a frustrating experience. It feels like they’re holding on to customers’ money without any intention of resolving the issue. I would not recommend this company based on my experience. I feel like I have been scammed.

I tried to update my password, but it didn't work out. It says, "We have a problem. Please try again." It's a process of updating your password, but I couldn't figure out what the problem was. I can't even create a new account. Please fix the problem.

I entered a promo code, which showed the reduced price, then it reverted at final check out to the total price. I contacted customer service, and the emails bounce. I tried to contact them another way (7 days a week is a lie), and I could not reach anyone. As of now, I'm still paying full price for this dress that may not even fit because the size guide is incorrect. Terrible experience for a $700 dress!!!

Exchange was so quick and easy. I find their process very easy and I arranged the pick up from DHL easily. Highly recommend

Would strongly recommend not ordering from this company they are quick enough to take your money but not quick enough to give it back their refunds are non existent. They are leaving me with no choice but to open a dispute with my credit card.

On the day I placed the order, I called Customer Care because I had forgotten to mention that the dress was a gift. I asked if it could be gift-wrapped.
The order arrived very quickly, which I appreciated. However, I was very surprised and disappointed to find that it had not been gift-wrapped as requested. The dress was simply placed in a black garment bag and nothing else. I was very disappointed with this experience.

Please believe the negative reviews on this site! I ordered a pair of lululemon leggings on their website and the photo of the leggings on the site was burgundy however the pair I received was black. I immediately emailed customer service and returned the leggings. 11 days later I contacted customer service about my return as the tracking stated it was delivered days ago. It took 3 days for a response back and they let me know that their was a delay in processing my refund and they would contact me with an update. 2 weeks later and I still had no response about my refund. I ended up calling my bank and submitting for a chargeback that was issued to me immediately. I just received an email response from them 46 days later that they accepted my chargeback and my payment provider would issue me a refund. So weird of a company to notify me of my chargeback but provide no updates of my refund that they were supposed to issue me initially. Their customer service is horrible and it feels like such a scam the way they take forever to issue people their refunds. This was my first time ordering from Net-a-porter and this will be my last.

I am very disappointed that I have had to wait so long to exchange shoes that were returned immediately I received them as they didn't fit, and so far no sign of the s shoes I requested for exchange.

As a long-standing customer since 2018 who has spent a significant amount with NET-A-PORTER over the years, I am disappointed that my account was closed without any prior warning or opportunity to discuss the matter. I believe my purchasing history and overall loyalty warrant a proper human review rather than an automated decision.

My experience with NET-A-PORTER’s customer service has been extremely disappointing.

My return was collected on 22 June, and 15 days later I still have not received my refund or any meaningful update, despite the stated processing timeframe.

I have sent multiple emails, all of which have been completely ignored, and I have called customer service twice. Each time I was assured that someone would get back to me, but no one ever has.

The complete lack of communication and follow-up is simply unacceptable. Customers should not have to repeatedly chase their own refund, especially when shopping with a retailer that positions itself as a luxury company.

The products may be luxury, but unfortunately the customer service has been anything but.

Excellent customer service

First time using net-a-porter - easy to order dress arrived within days from Italy - beautifully wrapped - happy customer

Excellent selection, fast shipping great customer care

Paid £7 for shipping to London (I live 30 mins from the warehouse), yet it took almost a week after placing my order to receive it. I wanted to return the item and it has now been over 7 full days since my return was received at their warehouse and they still have not confirmed my return! I spoke to customer service and they can’t confirm when it will be registered, and then on top of when it is finally registered, it will take a further 10 days for the refund. Meaning that, for someone living very close by, I should *maybe* expect to receive my refund 6 weeks after purchasing. Do not order unless you are certain you will keep the item.

Amazing love net a porter always satisfied great items qualité super

The clothes I ordered were well packed and delivered promptly. Also, the exchange rates used were reasonable compared to other ecommercr sites selling the same merchandise. And you have a wide selection of choices.

Horrible customer service, you need to contact them daily to get anywhere and even then it isn't positive

Terrible

Told quicker to reorder than exchange sizes.

Weeks on and still no money back for refunded items.

Appalling

Still waiting for a refund, despite them saying returns are processed within 3 days, it has been over a week and no communication from them at all. When I asked what was happening they sent a email with poor English could they could not even decide if it was we or me that was delaying things. Hugely disappointing that my money is tied up with them, given their supposed quick returns policy was one of the reasons I shopped with them. Won't bother again, it is too much hassle and this experience has eroded my trust in them so I won't be buying from them again.