The Outnet

ORDER #1307ZWSIR2101H
They have "lost" my refund, there are no updates from July, and the blocked me and don't send money back! I'm from Moscow, 240euro

I have placed two orders recently with theoutnet.com to the UK and not had any problems. Both items arrived the next day before midday, were in secure, sturdy boxes, wrapped in tissue paper with stuffing and dustbags. Items (Vivienne Westwood handbag and Sam Edelman shoes) in perfect condition - no markers, scratches, blemishes etc. I see from other reviewers that there is suspicion that some items are fakes - mine have all the correct labels and were clearly made from good quality materials, the boxes and product information matched what was on the designers websites as did the prices. One thing I would criticise is I don't think their size conversion charts are accurate - a US10 in ladies shoes is a size UK8 not a size UK7 and I was informed by someone via their live chat service that the Sam Edelman mules I was purchasing were a true fit even though on Net-a-Porter another type of Sam Edleman mules were described as large fit - take a half size lower than usually required. I have yet to require a return or refund so cannot comment on that side of the customer service but overall I am very happy and feel confident making future purchases.

I have spent a fortune in the outnet and net a porter over the years. Not on big ticket items admittedly but I was a regular customer. Like a lot of people I think their delivery service is absolutely brilliant and while paying postage to return items seems unfair - I took it on the chin because I've bought some great clothes from this site over the years. However I have a a really awful experience with their customer service. I bought a pair of slouchy, boyfriend jeans and after what I would consider a normal amount of wear over three months - a hole appeared in the crotch. I should mention that the jeans had been chemically distressed and the denim was very thin and worn in places. Because they were slouchy and not tight at the crotch, I figured that the hole had appeared due to the movement when I walked. I think most people would agree that being able to walk in a pair of trousers is not an unreasonable demand. So I duly sent them back and was told that the hole had been caused by general wear and tear and they wouldn't give me back my money. I then got another email from a different person in their customer service dept offering to repair the jeans for me. I agreed to this - and now two months later, they have contacted me to say they are not repairing them because they feel that the hole was due to wear and tear. Can I just say that I have owned jeans for years and they have never degraded like this - so getting three months use out of a pair of designer jeans feels pretty bad value. In addition - getting an email (in the eyes of the law a binding document) saying they will repair them and then months later reneging on this commitment - feels like a total lack of respect towards a loyal customer. How much would it take to fix the jeans? I know this site will have many devoted fans, I used to be one - but my experience is that their after sales care is shoddy and unprofessional.

Recently purchased Valentino Garavani handbag. Product appeared non-genuine and used with scruff marks. Seeking return from The Outnet. As per other reviews to date, refund was only a partial refund (they have not refunded duty and shipping despite their return policy). Will now escalate via chargeback with bank. Will also look at other avenues to inform fellow consumers to TAKE CARE; BE CAUTIOUS.

Despite >5 emails to THE OUTNET requesting full refund (for a faulty product; not a change of mind purchase) and quoting their refund policy, I was repeatedly told that duties and taxies are NOT refundable and that is their company policy. It was only after I sent them a snapshot of their own refund policy on their website that I managed to receive most of the refund. The shipping cost is still a battle in progress.

This experience highlighted THE OUTNET's incompetency and lack of disregard to their own company's policy. This is appalling and evident of their wilful deception towards their customers.

This is my one and only experience with THE OUTNET. Never again.

I've had a good experience so far as a first time buyer through The Outnet. I purchased 3 items from the Diane Von Furstenburg collection (note - I'm currently on the bigger side of an AU/UK size 10 and have found the DVF size Medium still a bit loose, so I'd recommend ordering a size down) which arrived 2 weeks after I ordered online. It took a while for the company to process my order and in fact my credit card wasn't charged until 10 days after I made the order - and after the items had been shipped! Nevertheless, when I emailed Customer Service to check on the order, they responded very quickly and were helpful and polite. I was able to track my order easily enough and it took about 6 days for it to be sent from Hong Kong to Melbourne (via Alaska, California and Hawai'i). I've decided to return the DVF top I ordered in medium and exchange it for a size small instead, so I'll write a review again after that process. The buying experience was a bit clunky but overall I'm a happy customer!

I remain completely flummoxed by the new contract provisions the OUTNET has entered into with UPS. It is completely untenable and allows customers no flexibility at all. I have been waiting for several days for delivery and made numerous calls to track down my package. Apparently, OUTNET now requires a signature but allows the customer zero provisions to arrange for alternate UPS delivery. UPS attempted delivery but OUTNET entered some erroneous notation in my file and instead, my package is being held hostage in a depot 40 minutes from my home. OUTNET expects that I now drive there to retrieve my package--noting that the depot is open weekdays only 9 to 6 no weekend service. They have no consideration for the realities of people who work for a living.

I suggest that the OUTNET's executive leadership consider involving customers (working business women in particular) in focus groups to obtain input before implementing such restrictive and unreasonable regulations for delivery. The entire point of shopping on-line is for "ease"--that is, too avoid stores, lines, traffic etc. The current situation I am left to deal with is the antithesis of ease--it is rather complete torture to expect me to travel 40 minutes to a highly congested area of NJ to retrieve a package from a UPS depot.
I still have not receive my package and have no idea what the resolution will be--this is after at least four calls and several emails to OUTNET and UPS. Totally unacceptable --and a lack of customer service.

I have shopped with the OUTNET for many years and will reconsider my options in the future as they are no longer able to provide me service and delivery to my home. An unmitigated disaster.

I have purchased a coat in size 36 on Dec. 6,2016. While making the purchase, I was relied on the product measurement guide to select the size which on the website stated We measured this product for you. Under the impression of OUTNETs supposed reliable credibility and expectation of an established banquet shop, I made my first purchase with you guys.

After and in the process of purchase, I do not received or see any notification regarding unreturnable of this particular item on the invoice/check out/email communication. When I received the coat, it is obvious the coat is too big for me. The size is significantly larger than the measurement provided. The actual measurement for the coat is more than 2 inch longer (both length and sleeves) than the measurement on the website which is none acceptable. It is obviously a faulty product and not able to wear as the intended size. I then made a phone call to the customer service on Friday, December the 9th, 2016. The person who picked up the phone was rude and just before I explained the whole situation to him, he simply hung off my call after saying the item is not returnable.

I was horrified by the service while looking at the package, there is even a tag on the coat stating Returns Will only be accepted if this tag remains attached. With no indication of not returnable on the included invoice and the included sheet stating various ways to return the product. The conflicting information and subpar customer service from a faulty product that is not returnable is beyond my imagination. I only ask for OUTNET to fix this situation and simply accept the return and refund this faulty product as this is the only correct thing to do for a responsible business should do.

I have been a customer of the Outnet and Net-a-Porter for many years. I truly believed that the discounts offered by the Outnet were real. Some may be but overall they are not! Three examples (all prices in GBP):
1. Cushnie Et Ochs, black organza-paneled stretch-ponte dress, product code *******. Price in The Outnet £450; price in Net-a-Porter £400. Advertised in The Outnet as 'Original price £1,000 55% off'. In fact, they are selling the dress for more than at Net-a-Porter.
2. Meadham Kirchhoff, Lala embroidered wool-bouclé mini skirt, product code *******. Price in The Outnet £500; price in Net-a-Porter £500. Advertised in The Outnet as 'Original price £1,250 60% off'. In fact, same price, no discount.
3. Tomas Maier, washed-satin dress, product code *******. Price in The Outnet £362; price in Net-a-Porter £483. Advertised in The Outnet as 'Original price £905 60% off'. In fact, the discount is only 25% not 60% as claimed.

I discovered this untrustworthy practice of misleading the customers yesterday as I was buying the Tomas Maier dress. I contacted the Outnet and they said I was confused with prices as the price shown includes shipping to the UK. Shipping cost are included in the Net-a-Porter prices so nothing to do with that. They are just misleading the customer.
The Outnet customer care also said that their site and Net-a-Porter site are separate. Again, nothing to do with my claim. Both companies are part of YOOX NET-A-PORTER GROUP. And they use the same product codes!

Am starting to believe, as other reviewers in this site, that the goods sold by The Outnet are not the real ones. All the items mentioned above were sold out in Net-a-Porter, and quite some time ago. How does The Outnet manage to source new designer items when the originals were sold out? Why is there now no date for returns (in Net-a-Porter is strictly 14 days after receiving the parcel? Perhaps because The Outnet is selling used goods that have been returned months after purchase!