The Outnet

Found a pair of lovely shoes on the site. Knew it was part of the YOOX NAP group so always felt strongly that it should be a good experience. But then I cam here and was utterly freaked out and worried whether or not I would even get what I ordered. I wasted my time worrying for nothing.

The process went smoothly. I ordered what I needed. Had a promo code - it didn't work but realised it was for all items EXCEPT those that were JUST IN. Sometimes it is on us - the consumer - to read the terms of codes, etc. before complaining they don't work. So I waited until the shoes were no longer marked "Just In" and it worked fine. NOTE: it usually takes approx. 5-7 days before something is no longer judged as just in...

The item was shipped in a timely manner via DHL. Came exactly within the range shown on the site. The product was exactly what I had ordered and it was packaged well. So over all a solid, good experience.

I haven't needed to return, so cannot judge on that. But all in all, don't let all the reviews spook you. Buy your clothes and enjoy!

Ordered a pair of shoes for my wedding, I was so excited to finally find them on sale, and only my size left! Great, ordered. The next day I receive an email saying they need to verify my CC and to call my card and get the 4-6 digit code attached to the transaction, okay great i'll do that. Well there is no code attached to the transaction (the card people knew what i meant, and have done this before) so I get in touch with the Outnet on 3 different occasions all of them saying we will send you a different form of verification within 24 hours... well by this time we are now at 72 hours, and 2 days away from my order being cancelled (they give a 5 day window) but the last lady ensured my order would not be cancelled because I've been in contact trying to figure this out. Well, I wake up to an email this morning, order has been cancelled because we can't verify your card! Not even the 5 days had been up yet! So ridiculous, and unhelpful no follow through on their customer service, not one person got back to me once they had promised they would!

I ordered a leather jacket on Feb 7, and the total amount of my order was immediately booked on my account.
Feb 13: my order is still in "Processing" mode and money is still booked. Yoox group only charges money when the order is shipped. So it gets obvious, that I will not get my jacket in time (6-7 working days according to Outnet).
I ask to cancel my order and it takes 24/7 customer service about 20 hours to answer, that they have a huge amount of orders and they are sorry for the delay. Nothing about order cancellation!
Btw the answer was in Russian! While I was writing from Latvia in English. Yes, I do speak Russian, just like a lot of people in Latvia, but our official language is Latvian and my e-mail was in English.
After one more e-mail I finally got the confirmation, that my order was cancelled.
Feb 15: my order is still marked as "Processing" and the total amount CHARGED from my account.
Guys, are you serious? And does Outnet really still belong to the Yoox Net-a-porter group? Never experienced anything like this during my 10+ years as a loyal customer of this group

Made a purchase for 2 pairs of shoes for about $800 usd. Got a tracking number and a 10/6/22 delivery date but package never arrived. Looked it up and said wrong street name and undeliverable and was being returned to sender 10/12/22. Checked my order form and it was the correct address. Checked status and found package was returned to sender and signed by Yoox! Meanwhile emailed customer service several times and each time is the "our team is investigating the matter and will send an email update…" and of course no one ever email me. Now the latest episode is a "return was requested" (but not by me) with a courier tracking number. The problem is the package is already at the warehouse so there is no package to pick up and return to them. Called customer this time and same old investigating nonsense. Btw sounds like an oversee customer service that is working from home and he is clueless. Surreal! Emailed all the electronic trail and hoping for a resolution but highly doubtful. This whole time, I have never ever even see a package. My last resort is to call my credit card company and start a dispute and hope for the better. Just avoid buying from them. My first and my last time shopping with them.

This site sells high end items which, even at a heavily discounted price, are still expensive. They make promises of quick, easy refunds. They are anything but. There is an absolute lack of transparency and the splitting of the price paid into separate refunds for the item and the tax component of the item is ridiculous.
Also, be very careful if ordering over $1000 of items, they have to charge AU GST - but they don't specifically tell you, it is only when you have checked out and the amount taken is larger than you were expecting. At least if you are going to do a large order, split it into separate ones to avoid this issue.
I may use them again, IF there is the perfect piece at a GREAT price and I am CERTAIN that it will fit and look good. I NEVER want to have to try and return an item to these guys again.
Since I started having my issue, I have seem other reviews of similar responses from the company. I wish I had read them before ordering. Should be noted will also see these guys as Yoox (the parent company which also has Net-A-Porter in their stable)

I received a damage dress, the last one in stock, and enquired about whether they would pay a seamstress invoice to enable me to repair and keep this. They offered a damage refund of 15% which, barely even covered the cost, but after deciding I'd like to proceed with the discount, have been ignored 4 emails and one phonemail later. The guy on the phone literally sounded so shifty and unknowledgeable, he just kept saying "yeah yeah you'll hear today" - so weird and there's definitely something dodgy going on. DO NOT BUY FROM THE OUTNET, OR AT LEAST EXPECT TO SEE YOUR MONEY AGAIN.

I was buy some things in outnet; it was in way for delivery and already in my country on custom; in these time someone from workers outnet make request to back delivery for Italy( why he do it nobody not explain); after I write outnet mail, I write them in live chat( it one way to speak with them), because other they ignore; I don't receive my order; and nobody even don't try sent it again; Avoid these site because it scammers!

I wish I had checked this site before ordering. When I did not receive the full amount of my purchase, I called and was given some incredible nonsense about my state's tax laws.

I have recently ordered three items on THEOUTNET.com which were all delivered to me in the same package. Within a few days, I have returned all three items in the same packaging via courier however only received a refund for two out of three items. The refund was received on 1st of October 2021 i. E. more than a month ago. It has now been almost 5 weeks, and despite constant chasing I have not been able to get any response from them. They simply ignore my emails, which is utterly unprofessional and I consider this a daylight robbery. The item was clearly lost somewhere either in transit or in their warehouse, however I should be issued the full refund regardless as I have followed the correct returns procedure, so I am essentially paying for their mistake. I consider this a theft and I am absolutely appalled by the lack of due diligence or care from the customer service. The customer service have absolutely no clue of what is happening and the company as a whole does not care for their customers in the slightest. OUTNET is a great company, until you run into issues, as they will never be on your side and will be unapologetic about their absolute lack of professionalism.

The advertised further 30% discount at checkout to the value of €131 did not appear at checkout and payment time, but I was assured by email from customer care that it would be refunded to my account. Despite constant communication and a further promise on 10th March, that the refund would appear within 10 days, probably in response to my experience being published on Site Jabber, the refund has still not been made to my account. So BEWARE, the Outnet is a v. good shopping site but don't do anything besides the standard purchase and return because Customer Care - DON'T CARE.

I bought an item in the middle of the night and went to bed. The order page showed that I was using free ground shipping. When I woke up the next morning I was surprised to see that they charged me USD11.95 as they have chosen expedited shipping for me without my approval. When I called them, they said that they have shipped out the item so there is nothing that they can do about it. I insisted that they talked to their supervisor but she vehemently refused. What lame excuse and horrible customer service! This is like modern day highway robbery and I don't recall any online sites doing that at all (even smaller websites). It was quite sometime ago that they tried doing customer survey to collect information on their customer spending pattern and they also did not provide any free shopping credits as claimed for my participation so I did not want to participate in more customer survey which they repeatedly sent from time to time. The irony is that this is a company which sells discounted but still considerably pricey items do not try to stay in par with image of the luxurious type of items that is sold on their site. It used to be better than this but seems to descent to this level with the change of their management. It is seriously disturbing and I can understand other reviewers who have trepidation when they buy things here and you can see the big problem comes with their internal company changes.

I purchased a bag and had it sent to my house. Little did I know there was a signature required. I work all day. I cant be home to sign and there's no indication this will be shipped in this way. I emailed them after two days of missed deliveries asking if it could be shipped to my work instead. They responded the next day with "sorry, it's already on it's way back and youll get a refund when it arrives to our location." WHAT?! I purchased that bag. Even the order said no returns allowed, so why is it being sent back! I called them after I received this email and asked if they could send the bag back to me. They told me to keep an eye on the website and try to buy it again when it shows up in stock... Unreal. To make it worse, i had a 20% discount applied to my initial order and the discount promotional period was over. They said if i buy the bag again, they'd credit me for the full price of the bag in my refund to make up for it. Could that be more confusing? I dont know whats going on over there, but without customers, you're not going to be around much longer. Two days later the bag is not on the site and it was the last one available when I got it, so it seems I'm out of luck.