Written on: 11/05/2011
I recently placed an order with Net a Porter for a dress that I could not find elsewhere on the internet or in stores. When I contacted Net a Porter to inquire about the dress in a different size since the one I was interested in was sold out, they quickly offered to check with their London outpost to see if it was available. It was, they placed the order, and reminded me that it was coming from London and, therefore, would be subject to customs fees, etc...they quoted me a rate, in US dollars, for the dress. Several days later, the dress arrived at my doorstep. Unfortunately, I did have to return the dress and that's where the nightmare began.
First, I had to obtain an RMA# from the company, followed by detailed instructions on how to fill out the copious amounts of paperwork that were involved when you are mailing something overseas. For this kind of high-end luxury market, I really think that I should have been able to ship directly to the NY office and had them handle the return. The following week, I called several times to inquire about my credit, since DHL tracking indicated they had received the package a week earlier. I didn't realize it at the time, but I was actually calling the UK everytime, even though I seemed to be calling a toll-free US #. They took messages but said they could not look at my account. After three times with no callback, I angrily called, during US business hours, and spoke with a rep in the US.
When I inquired about my credit AND mentioned my frustration, the unconcerned rep merely said "Oh, that is not our order. That's a UK order. You need to call them." She then gave me the # for the UK office which, by the way, would have been an international long distance call for me!! I quickly indicated that I would NOT be calling overseas and I needed someone to simply confirm a credit. Within minutes, she had confirmed that credit was to be given and the dollar amount. I quickly did the conversion math, after the call had ended, and realized that they were crediting me much less than the original charge. It seems as though they added in about $50 of charges, that were not originally discussed. Luckily, I have American Express and they were able to assist with some of the egregious charges.
Given the economy and the "high-end luxury" customer service promised by this company, I am disappointed and will not shop with them again. I don't care how tempting the stuff on the website looks...this is some of the worst service I have ever experienced.