NET-A-PORTER.COM Reviews

I am echoing the sentiments of every customer who stated that netaporter can no longer be trusted to deliver basic customer service. I have ordered a $2307 Alexander Mcqueen bag from them at the beginning of June 2021. The bag was seized by customs as it was deemed "a prohibited import", something to do with the knuckle duster embellishment on the front, which can be considered "a weapon". I have contacted netaporter via phone, snapchat and e-mail. The customer service representative I spoke to on the phone promised to return my phone call once she received the official letter from the customs stating the seizure of goods. I e-mailed her the letter but she never phoned me back with a solution or resolution. Then I chatted to a person called Miko via their 24 h chat. They assured me that netaporter is working hard to have the bag released by customs. I wake up this morning to see an e-mail from netaporter in a cold and impersonal tone saying
Dear Diana,
Thank you for contacting NET-A-PORTER.
I apologize for the difficulties with your order and for the inconveniences this may have caused you.
I have been advise by our dedicated team that since customs seized the shipment already DHL is out of control the shipment anymore. Please kindly follow the guidelines or instructions from local AU border force. I appreciate for your patience and understanding.
Please let me know if you need any further assistance.
In other words we have your money though we haven`t delivered the goods because our export declaration was not up to scratch so we do not care if you are $ 2307 out of pocket, the cost of an icecream. There are no instructions from the Border Police about what to do next to retrieve the goods. Their phone number is an automated service that directs you to their website where you can`t find any information so in conclusion I have been left in the lurch with a loss of 2307 $ and no resolution from netaporter and this is supposed to be a luxury retailer. I am still waiting for them to offer me a refund. This has been appalling to say the least. How would any of them feel if they purchased something online, paid a small fortune for it and never received the goods?

Most terrible online shopping experience I've ever had. I was trying to purchase multiple time a Bottega handbag from NAP. Two times they have sent me a confirmation email with my order details and later I've received an additional email that I need to permit them to proceed with my order due to tax and duties. I've confirmed the order. no response at all. After I called the customer service (it took a very long time) they told me that the order was canceled and they didn't even notify me. According to them, it was due to a payment problem so I tried a different card. Guess what? the same routine. They have canceled my order and didn't notify me, again they said there was a problem with payment. I've purchased the exact same item from Mytheresa and everything went well and it's on its way. NAP refuses to proceed with my order for some reason and I will be happy to know why.

I bought an LED mask on March. It stopped working in April. I contacted Net a Porter immediately and asked how I return it and replace it. All I have had despite several emails and using Resolver is 3 emails saying they are looking in to it and will get back to me. It's is now 2 months since my initial contact with them. Do not buy from this company.

Ordered item and waited a few days but never received a tracking email to show item had been shipped so I called customer service only to be told that my order was canceled. I asked why and they stated because of my card issuer. So I hung up and called my card issuer and they stated the order is still in process and just waiting for NAP to finalize the order. So then I called NAP back and still didn't get any reason for the cancellation and so then I proceed to ask if I can just purchase the item again and was told it was sold out. I'm completely appalled that they would just cancel a $700 order with no explanation, automatic email, nothing at all. As a matter of fact, I received confirmation that a shipping label had been created even after order was canceled. I was still charged and now they are saying I have to wait 21 days for a refund. I'm disputing this. I should've known 1 site that has an item in every size that is sold out everywhere else was a huge red flag!

They are not paying the refund money for more than 1 month and nobody is replying to my emails!!!!

I have shopped on Net a porter for years and they have never let me down great customer service

Awesome!
Great ship time, and amazing customer service to respond to my questions regarding my order.
Love my sandals ♥️

Customer service, fast shipping, fast refund, prompt responses

Great fast service

The service levels are exceptional, and choice extensive. Love them!

The most appalling customer service I have ever experienced. I paid for 24 hr delivery and 24 hrs later was informed that it would take 4 days. I called and cancelled the order twice when I knew it was not coming and explained l was leaving the country for 6 months. I have been told the order was delivered and signed for, despite no one being at the address. I have now been charged on my credit card for the items including the cost of the 24hour delivery, none of which I have received. Now customer services do not respond to my emails, so I have no choice but to pay a large bill for goods I do not have. I am outraged by this blatant theft.

I placed an order for over 3000$US. In that order there was a silk Gucci shirt that was never sent to me. They put everything inside the box except for my shirt. The box was small and there was way too much merchandise already in that box. They are arguing that they do not have that shirt in inventory anymore, therefore they sent it and it must be DHL.
This is impossible. It is not DHL. Net à porter is a fraudulent company. I am not the only person to whom this happened to. This company used to be great, it is now the worst site from where to buy from. I will now have to report them to the bureau of consumer protection, file with visa to get a refund and make sure I expose this scam in the media. Absolutely terrible experience.