YOOX NET-A-PORTER GROUP Reviews 443

Terrible. I try looking for a remote work with them. It's after 10 minutes talking about nothing, sent me a fake certificate for proof it's legal in Ireland. Absolutely careful with this company!!!I asked twice in 10 minutes what is the job,I need a legal, registered company in Ireland. End of oh because I don't believe it.hahaha.its a scam be careful!!!!

Great prices, top end brands, excellent customer care. Thank you, Team

Terrible customer service!
I was away for a week and when I came back I had my package delivered. I tried on the shoes and they were my size but they didn't fit me (almost 2 sizes smaller). When I asked to exchange them, they replied that the return policy didn't allow me to exchange nor return after 15 days. I didn't want my money back, only wanted a size that would actually fit me! Never buying nor endorse YOOX ever!!!

Yoox are a disaster to deal with. Refunds take forever (>60 days) or just don't happen. 15 messages regarding a refund and I still haven't received an honest response. They copy past the answers. Despite receiving a message stating my refund is " being transferred to bank account" it still hasn't materialised. According to a Yoox CS agent, bank transfer refunds take up to 30 days to appear on your account". This is 2025 and not 1725. But to Yoox, it just doesn't matter that you are a consumer customer. They used to be a reliable company to do business with. Judging from recent experiences and the reviews here, they are as bad as it can get for a retail experience. If you dare write anything that calls their reputation into question, they will read the comments here and complain to Trustpilot that you are defaming them.... Don't waste your time or money on these charlatans.

Stay away, the company has progressively going down on service quality.
They just don’t ship the items saying they’re not available although they are!
Awful generic support without any real interest to solve the issue.

Extremely disappointing experience with Maison Alaïa’s online store and YOOX Net-A-Porter’s customer service.

I placed an order (No. 1809NAC9125930) on September 18 and called within minutes to cancel it. Their supervisor, Christine, assured me that if cancellation wasn’t possible, they would provide a prepaid return label so I could return the order free of charge.

Three weeks later, after numerous follow-ups, I’ve received five different replies (from Christine, John, Christian, Anthony …) all saying “we are checking with the team.”
Not once did anyone provide a clear solution or take responsibility.

Meanwhile, I was told to return the item at my own cost. DHL quoted AED 900 – 1,300 (€230 – 325) just to ship the item back to Italy — completely unreasonable for a product worth AED 3,286.

This experience is not what I expect from a luxury brand. The lack of accountability and endless automated responses from customer care are shocking.
I have now filed a chargeback with my bank and will be submitting formal complaints to ECC-Net Italy and the AGCM (Italian consumer authorities) for unfair commercial practices.

It’s disappointing to see such a renowned brand fail so badly at after-sales service. I’ll make sure others know about this experience so they can avoid the same frustration.

My name is Adeel Atta I am very regular customer since like 4 years & buying lot of items I never hv a prob but my last ordering I.e 0909Y629D25380 make me a headach by false commitment & lies there are 4 reps 2 supervisors & 1 manager i know one super name is Angelo the rest all concern persons are linked wt my account pl take necessary action & they should sorry me in writing till then i will not stop writing & telling my all friends wt yooks did wt me from now we all will not buy a single item until they get punished for false & lie & wrong commitment i am really messed & had a headache since 5 days i will public everything wt your customer see played & lied to me
Adeel

Ordered a birthday present for my daughter on 5th September,4,7 days delivery took until 17th September to arrive only to be sent wrong size,larger size posted, rang them and explained it had been a disaster from ordering and asked for a 50% refund as now the size I ordered was out of stock and couldn't wait 28days for refund so I could buy her something else,explained I could have bespoke insoles made so trainers fit,hence discount,they emailed saying sorry you will have to return and refund the 9pounds delivery charge back to my account, disgusting behaviour don't care,other orders have had things faulty on them and I now feel I will not use this company again

Total disappointment! Ordered an expensive wallet that arrived without any tags, authentication papers or the original box. Completely waste of money.

I ordered and payed a jacket that never arrived. Its two months ago now, the customer support is ignoring my e-mails and the chat agent gives me the same generic answer every time. My request for a refund remains unanswered. This is the most terrible customer experience I had in a very long time.

Terrible service - both delivery and customer service. RIDICULOUS. Giovanna from customer service is beyond rude and incompetent.

Lieferung/UPS und YOOX -No communication between Boths
No English or German spoken staff
Poor quality miserable service
Products are 2 line with smalls defects

Net A Porter received returned items on the 4 th of July and has since been promising to refund. It's the 7th of August and still nothing. This is more than just poor customer service. It really looks like there might be a solvency issue. It is possible to file a lawsuit. The forms are found under: European e-Justice Portal and the Formular A for small claim forms ( up to 5000 €). I will also try to inform the press about NeT A Porter modus operandi.

Order number :1107YBD1A25898
*"It’s been 7 days since my return was delivered, yet I haven’t received any confirmation or refund from YOOX. No proper updates, no clear communication. This is unacceptable for an international company. Please take immediate action!"*

“Brand new” bag arrived with marks on it. Will not be ordering from here again. Wish I’d seen the reviews before ordering.

MY PARCEL IS STUCK IN ITALY FOR WEEKS AND NO WORD ABOUT MY REFUND OF 156 EUR.BOTS REPLY TO MY NUMEROUS MESSAGES. I AM NEVER EVER SHOPPING FROM YOOX AND I WILL STRONGLY ADVISE MY FRIENDS AGAINT SHOPPING.

DELIVERY AND CUSTOMER SERVICE ARE THE WORST
NO PHONES,LATE REPLIES,AUTOMATED MESSAGES

THEY KEEP CUSTOMERS MONEY TO EARN INTEREST .FRAUDSTERS

I HOPE THE COMPANY BANKRUPTS

Unacceptable customer service - violation of consumer protection law.

I purchased a pair of brand-new sneakers from this site. After just a few uses, the soles started coming off - a clear manufacturing defect. Despite multiple attempts to resolve the issue, customer service refused to honor the legal warranty of conformity, as required by Articles L. 217-3 and following of the French Consumer Code.

Worse still, they illegally demanded a written declaration from a third-party professional (a cobbler!) to “prove” the defect - something the law absolutely does not require. They provided no legal basis or even a clause from their own terms and conditions to justify this.

All of my messages have been ignored or met with repetitive, generic automated replies, showing no real intention to resolve the issue. Repeated requests to speak with a legal or supervisory representative were entirely disregarded.

As a customer, I am shocked by the unlawful, disrespectful, and deliberately obstructive behavior. This company has chosen to complicate a simple matter instead of resolving it, effectively denying me my legal rights and eroding any sense of trust.

I am filing a formal complaint with the DGCCRF (the French consumer protection authority) and submitting all documentation. I strongly advise potential customers to be very cautious.

Sent knock-off cheap item instead of Puma shoes I ordered. No refund, no communication, terrible service and refused to accept returned item. Dodgy and terrible

Their last response to my review is untrue - they have not responded since 6/6/25 - they lie consistently, and that mendacious response is a cookie-cutter automated response. They place NO IMPORTANCE whatsoever on customer service - if they did, then they would not have a 1.4 star rating on Trustpilot. Trade with these people at your peril and trust nothing they say. They're concerned with profit only and NOTHING else. Don't be fooled.

Horrendous customer service, long periods of wait times, useless people on the phone who can’t even string a sentence together. Claim they arranged a return but had not. Multiple phone calls later and my return has still not been arranged. Sick and tired of their hold music and I will NEVER order from Net a porter again. Use MyTheresa or the shops directly - honestly terrible service!