The Outnet

Nominated a day to receive item - stayed in all day and item wasn't delivered.
I called Customer Service that day to ask if they knew what was happening and was told that i'd get a call back - Nothing
I'd call back to say that i haven't heard anything, again they promised to find out what happened and will definitely call back - Nothing
I sent an email and asked for a response - Nothing
I called the next day and was promised that someone would call me back - Nothing
My sister sent a message on my behalf on facebook (i don't have a face book account), she got a response within 5 minutes saying that someone will contact me - Nothing
Frustrated with this shocking "Customer Service" i called DHL and told them that where-ever the item is do not deliver to me but to send it straight back - And still no one has contacted me.

I ordered two sweaters. Same color, but different sizes. I had an important event and needed one to fit. Well, they sent two sweaters. Same size--different colors! Of course, the size that fit was the incorrect color. I had guest coming into town and couldn't shop, so I called to see if they could overnight the correct color (considering it was their mistake). The representative responded that they could not overnight (although the website advertises overnight shipping). I explained to her that my schedule was nuts and that I had relied on them to send the correct order and that they had failed to do so. She then apologized and then asked if I could take a minute to send them an email with photographs of the tag and the incorrect sweater (the tag said the sweater was navy when, in fact, it was red). She asked me to take the photo so that it could help them with inventory and assist future customers. Are you serious? Well, I took a picture alright. I had a friend take it. I held up the sweater and my middle finger. With love, from Texas...

I have shopped at The OUTNET for a couple of years with no problems until recently. I made a complaint a couple of weeks ago regarding the delay of my order and today a UPS courier apparently attempted to deliver my parcel (which was several days delayed) while I was home ALL day and logged a failed attempt and then dropped it off at a parcel shop very far from my home for my collection! When I contacted the OUTNET via phone the CS agent hung up on me.
Upon my second attempt I got someone who said he'd try to have it redelivered but I have no faith. Then I reached out on IG only for them to tell me they'll try to have it redelivered but they can't guarantee this and they are "sorry for my inconvenience". What a weak response from a supposed upmarket brand! So unprofessional, lazy and unhelpful. This was no fault of my own but that of the courier and the OUTNET should be doing everything they can to rectify this. They have lost my custom and I suggest you think twice before shopping with them!

Update: contacted the CS team on IG and it is so obvious they don't care one bit.

Buyer beware - if you don't ship to the US, the duties and taxes are probably grossly over-charged. I was informed in writing that 'the taxes and duties are calculated automatically by system at check out to include all required charge in the local destination. Kindly refer to the price at the check out.' I informed them of my provincial sales tax (Canada) and the sales taxes were more than double than what they should have been, as were the duties. They stonewalled and refused to alter the sales tax rate. I registered and was supposed to receive a discount code. I didn't and was told my email wasn't registered, even though I'd received a welcome email. Taxes and diaries are not refunded with a return so be careful when ordering. My experience on the phone with customer care was extremely frustrating. They pretended to help but were in reality stonewalling. And they had no answer as to why US orders paid neither tax or duties. Very sketchy checkout process, especially if you're not placing a US order. Customer care is a joke as they don't help and I doubt they care.

Approx 6 weeks ago I ordered 1 pair of high rise boyfriend jeans, I received a pair of low rise boyfriend jeans. I returned the wrongly dispatched item and was assured that the outnet warehouse had the correct item in stock and the item would be shipped once my return has been received. Another 3 weeks later I receive exactly the SAME item again that was wrongly picked in the first place: a pair of low rise jeans instead of a pair of high rise jeans. When I called customer service I was advised one of two possible things that may have gone wrong in my case: The outnet warehouse may not have had the correct item in stock and therefore it was decided that the next closest item would suit my needs or alternatively their computer records were wrong. Either way the non satisfactory outcome of my failed purchsase is UNACCEPTABLE. My refund will be authorised once I have returned my purchase for the second time, ie. In approx. 8 weeks. This means I have injected £100 into The Outnets capital flow without any return. Not a very good investment. At least I would have expected my refund plus interest from the point onwards when the second order went wrong. Needless to say I will never use this company again, there are many other high end internet retailers that pride themselves in excellent order fulfilment, just two to mention: Mytheresa and Neiman Marcus!

They have owed me £2,000 since December. I have returned the package to them three times, twice the package has come back to me the third time - well who knows where it is now… but I can tell you they just don't care. Their customer service department is a sham. They never respond to emails. When you call them they keep telling you it has been escalated but no one ever gets back to you. They blame brexit but actually some simple back end procedures could streamline the whole process. You have to hand three copies of the paperwork to the delivery driver… when your parcel gets returned to you they will say it's because of no paperwork. The third time they were unable to provide me with the return labels and told me I must contact ups myself and get new ones quoting their account. I did this and UPS told me to hand the parcel to the driver as he would have the labels to me and I did not need to print anything off. The driver looked at me perplexed but took it as it had the old labels on it…. I have cctv of the driver leaving my house with the package. The OUTNET customer service just don't care. They are the most unhelpful shambolic organisation out there. Don't be fooled if you've used them in the past. They are not what they once were. I've shopped with them for years and years but please NO ONE USE THEM, DON'T RISK LOSING YOUR MONEY. Who knows if I'll ever see my money again, they definitely aren't doing anything to help me

I ordered for the first time from The Outnet with some trepidation after reading many of the reviews. However, there was a bag on sale that I could not find anywhere else. I called customer service with some questions and to see how easy or difficult it was to reach them. I got through on the first try and while I would not say she was the warmest person in the world, she was professional and answered all my questions. I asked her if the item would be new, in pristine condition, and well-packaged and she assured me it would be and added that all their items are authentic. I also asked for clarification about their return policy.

I promptly received a confirmation email shortly after placing the order (July 9th) and then a shipping confirmation email with a tracking number the following day, July 10th. I chose to forgo signing for the package so it could be left at my door. It arrived on July 16th. (I'm in California.)

The bag was packaged in a sturdy box and surrounded by tissue paper and paper padding. The hardware on the bag had protective coverings; the original tags were attached and an authentication card was inside the purse.

The bag is gorgeous and I couldn't be happier. I would order from The Outnet again.

I found this site while looking for some specific shoes I wanted to wear to an event in September. The shoes were 70% off! Most things are out of my budget on this site even discounted, but I had to have these shoes. With the discount, I could justify spending more than I usually do on leather shoes. The quality was great and one of a kind as in you won't see them on some friend or coworker.

I ordered two sizes as they were Italian shoes and I wasn't certain about the size and fit. I intended to return the shoe that didn't fit. Shipping was reasonable, but IMHO should have been free. Most sites give free shipping for orders over $150. They do charge 7.95 for return shipping. This is reasonable if it stays a flat rate. It was easy to go on the website and complete my request for the return processing. I was skeptic at first because this process is done on the website, but the return and the refund for the returned pair to my CC went smoothly. The refund and exchange policy is clear, easy to understand and posted on the item page and multiple areas on the website. I appreciated this as some sites you have to hunt for that information.

I ordered a 2nd pair of shoes a few weeks later, by the same designer so I knew the size! These were also priced great and excellent quality.

The site is laid out well and easy to search and navigate. I also like that plenty if pictures if the items are included with good descriptions.

If I see a shoe bargain here I'll definitely go for it and with confidence.

Love what I got, ordered desinger shoes got it on time in a great packaging, highly recommend and will shoe again

Pearl, thank you for resolving my issue. It is beyond my comprehension why three telephone staff could not. Nonetheless, I am grateful that you have!

I tried to order some clothes from the outnet. For designer items, the prices seemed great. But here was the catch. First, I tried to send it to a PO Box address. I'm temporarily living in another city, and using a PO Box. They won't deliver to PO Boxes. Fine, I'm lucky enough that my sister lives nearby, so I figured I'd ship to her place. In other words, I was trying to ship the clothes somewhere other than my billing address. Any other time I have done this, it is not a problem. With the outnet, they would not ship the items until I added her address to my credit card (which I eventually did), or gave them some authorization code from my credit card for that particular transaction (even the person from the cc company was surprised, b/c they said that this is something that normally gets done automatically through the system/the merchant normally verifies things with the cc company. I wasted so much time back and forth everyday trying to ship these products, that I finally cancelled my order. Even after I had wasted a week trying to get the items I tried one last ditch attempt to give them whatever random information they needed, they still were going to wait a few days to ship my products (I would have expected that they would have offered free express shipping at this point). They still didn't seem to understand the concept of customer service / not wasting customers' time (and thinking that customers have all the time in the world to run logistics for their shop). It felt like a mom-and-pop operation where they are still trying to get their logistics in order. Will not waste my time w/ these guys again.