Written on: 19/08/2013 by TracyRicho
I recently purchased from Net-a-Porter from Australia. I was charged duties and GST for the item and when I returned the item they refused to refund the GST. Told me to seek a refund from Customs. Customs also refuse to refund saying that "Net-a-Porter know they need to refund you the money, they are just difficult about it. If you keep hassling them they will eventually do it". Net-A-Porter are now ignoring my emails to them. I cannot believe that this hasn't been previously sorted out.... (read more)
Written on: 09/07/2013
Buy your expensive items from a store. Net-a-porter will not look after you if there is a fault with your item. I brought a biki which I only wore twice before the elastic went - they said it was normal wear and tear! Bergdof..Barneys...they don't treat their customers this way. (read more)
Written on: 30/06/2013
extremely dissapointed that they handle returns so poorly. NEVER AGAIN WILL I BUY FROM THEM and definitely advise people to not deal with them. There are other companies that are much better at assisting customers when handling returns such as my-wardrobe.com and shopbop.com. Their claim for handling it so poorly was that they were shipping to Norway, but I have bought from the two companies listed above and the second one is based in the US and I was fully refunded (including duties and... (read more)
Written on: 15/04/2013
Great fashion. Great site. But since they decided to give Australia its own site with set prices, it has lost it's appeal. The items are so overpriced compared to the English site. It was fun to know that the Australian dollar rate changed and we made the decision based on price whether we would purchase . Now the price is set and doesn't change. All the fun has gone. This would be ok if it was a good price but it is overpriced. Eg. A pair of boots I like are 370... (read more)
Written on: 11/04/2013
I'm very unhappy with the customer service, at first they needed me to add my work/shipping address to my credit card, I did that RIGHT away, and it took them the NEXT day to tell me it didn't work, So I had to call my bank AGAIN and confirmed that my address with related to the card, and than they never let me know if it was OK. Until I checked online the status was "awaiting shipment" and it stayed at this status for another whole day. This delay, delayed my shipment by 2 days, and took... (read more)
Written on: 03/04/2013
Prices are very high now compared to other sites. Plus they change their pricing depending on where you are ordering from - not cool since they charge you a higher delivery charge if you order from the US instead of UK for instance. Used to buy from them all the time but very disgruntled now that see what they are doing with their pricing. (read more)
Written on: 07/03/2013 by Nicole427 (1 review written)
After a long hold from being sold out, I finally order my first pair of Isabel Marant Bekket sneakers for $640 on 3/1/2013 (keep in mind that date fell on a weekend) and recieved them on 3/6/2013. They were just like the picture shown on the website by Net-A-Porter. I absolutely love them and the Customer Service Rep that assisted me was great. She was very nice, patience with me and even commented my shoes. My delivery went well, my items was in tact with no damages, My fit was right on... (read more)
Written on: 02/03/2013 by Dress2Impress (1 review written)
Net-a-porter's customer service is outstanding. I've purchased a lot of products from this company and I have rarely, if ever, been disappointed with the service, the merchandise, or the quality of each. It is a VERY reliable place to shop online, if you can afford any of the merchandise. However, net-a-porter's product line and website is largely driven by cutting-edge fashion and trends. Based on the products available and the information provided on the website (e.g., stylists' picks,... (read more)
Written on: 11/02/2013 by LM1968 (2 reviews written)
Bought a Karl by Karl Lagerfeld dress in Net-a-Porter's recent sale. Dress arrived beautifully packaged and in good time. Oh and it fits perfectly thanks to the handy size guide in product information - sometimes a pain to track where other sites keep their size guides! So far so good for me! (read more)
Written on: 08/02/2013
Hello everyone, I live in Toronto and ordering something on live is scary. I ordered a pair of Jimmy Choo shoes in a size 4 which are hard to find or get. I read all the reviews on for net-a-porter and even called them as I seemed skeptical to order them per the comments I've read. I thought I would have a headache if I had problems. But, they were amazing. The duty/taxes were not much...when I received them there was no money owing for broker fees to release the package which was... (read more)
Written on: 07/02/2013 by hayleydubai (1 review written)
I see so many bad reviews and most satisfied customers rarely take the time to write a review. Just the miserable ones! So today Net-A-Porter has made me so happy again i decided to tell everyone all about it! Two times now i have ordered from Netaporter to DUBAI! I am a British Ex-pat living in Dubai. Each time i have ordered from the website i have found amazing choice and just what i need. The first time i took some Christian Louboutin shoes. The payment was swift and within half a day i... (read more)
Written on: 29/01/2013
Great website great service and costumer care ...i started shopping from net a porter 3 years ago i received alot of gift cards and free shipping even during the sale period ...... For me the best thing about net a porter is they have american brands which is so hard to find in europe and also the selections of the brands especially isabel marant,kenzo,saint laurent and 7 jeans ;) (read more)
Written on: 02/01/2013
I think that net-a-porter is a site whre you can buy things safely. I am satisfied with their service although it came to my apartment within 2 weeks.I found my Michael Kors rose gold watch much more cheap than it was in shops in my country(I live in Greece) The exciting part about the parcel was that all the things that i bought came in fabulous boxes.I recommend bying from them if you are willing to wait to have your goods at home. (read more)
Written on: 05/12/2012 by cathygrant
Loved the Stella McCartney bra. I ordered one size larger than usual based on comments on website. How disappointing I could not come close to fastening it. My petite friend could not hook it on her tiny little self. Return was simple and staff could not have been more helpful. (read more)
Written on: 27/11/2012 by Saqueveque
I wanted to order a bag. My Billing and Shipping address were going to be different as it was a gift. 1. Day1 They said they could not send to the different home address w/out a signature. Which when I was ordering was a option (no signature) and I selected no signature as I work very hectic hours and would not be home when it arrived. 2. Day2Changed the shipping address to my work address and waited 24hrs from the finance dept to confirm that this was ok - it was not. 3. Day3 Email was... (read more)
Written on: 10/11/2012 by rutz
I was so happy that a pair of the long sold out Isabel Marant Boots appeared on net-a-porter side. When they arrived I could hardly believe that a luxury store sells items of that condition for full price of EUR 690,- The designer box was damaged and dirty all over, it had been taped, the return labels had been cut off the shoes, the soles of both shoes show havy signs of wearing, apart from that the fabrication isn't of perfect quality...the boots show some glue and there is a minor cut in... (read more)
Written on: 04/07/2012 by HelenP1
I ordered a dress from Net-A-Porter and was initially pleased with the service. The dress I received however was damaaged and so I returned it with the assurances that they had held a replacement dress for me and would send it out as soon as mine was received. One week later they tell me they have no more in stock. AND it will take at least 10 days for my credit card to be reimbursed. Oh wait, they have put £5.00 on an account for me so the next time I order I will receive free... (read more)
Written on: 02/05/2012
Great until things go wrong and you have to return or exchange something as if you live outside the EU you will not be refunded your tax and duties. DHL is responsible for the delivery chain and their CS is surpassed in incompetence perhaps only by Net a Porter themselves. Won't order from them again. (read more)
Written on: 23/04/2012
BEWARE if you order from these people and have a problem and need to return an item, it is an absolute nightmare. Their policies are unclear, their CS reps tell outright lies, give conflicting information, they NEVER follow up as they say they will, and you have to chase and chase and chase. Nobody should have this trouble returning an unworn item, still in box with all tags attached to any retailer. I will never shop there again. (read more)
Written on: 05/12/2011
I had purchased a jacket on this website on sale. It wasn't anything overly-expensive just a Burberry one that was 40% off. But it is taking them forever to verify my card details and to ship it out. I have already called my bank so many times because according to Net-a-porter they needed the authorization code they sent to my bank. I live in the Middle East so perhaps this is required for international orders?!?!?! I never experienced this before though. I sent them the code my bank told... (read more)
Written on: 22/10/2011 by swaghorn78 (1 review written)
My wife (and me on her behalf) has spent a small fortune on purchases from this company, as, if you live outside of London like us, this is pretty much the only place you can get designer products from. To be honest, if nothing goes wrong, you can’t fault them (but to be fair all they have to do it box it up and wait for DHL to pick it up!) BUT, when something goes wrong, the customer service is terrible. You have to chase chase and chase. They are defensive, and pretty much make out you... (read more)
Written on: 07/10/2011 by bbk2009 (1 review written)
My wife purchased CL shoes from the site and not long after the heel broke off from the shoes. We sent them back for warranty, and then they sent them, back without any form of explaination as to why they were sent back without being repaired or replaced. She emailed them, and they called her to tell her that their 'expert shoe person' said that the cobbler who fitted soles on the bottom to protect them was to blame and that it ruined the structural integrity of the shoe! What an absolute... (read more)
Written on: 05/06/2011
DO NOT BE SEDUCED by the fancy styled website and assortment of luxury designer products! To all international shoppers, especially in Canada, be careful! First, site does not specify tax on delivery fee but checkout will add tax. Second, DPP (duties pre paid) does NOT mean paying for erroneous duties that shouldn't be charged in the first place. I purchased 2 JBrand bottoms I know are made in USA as I have both in different purchased elsewhere. According to NAFTA Free Trade Agreement... (read more)
Written on: 21/05/2011
DO NOT SHOP FROM NET-A-PORTER
I am extremely dissapointed with their service and most importantly with their customer care.
I have purchased the same item twice and I have not received it.
It was both times for same day delivery.
I emailed and i called customer care several times. Their answers were inadequate, they did not know what was happening with my order. My card details and name were supposedly checked for two days.
I had no reply to my emails and I have to spent more than 20... (read more)
Written on: 12/05/2011
Waited for my order, went through a disappointing customer care process, and cancelled the order.
The item was a gift for my wife and I requested expedited shipping. One day after placing the order online, I received an email from Net a Porter asking me to call my credit card company, ask them to add the shipping address to their system, and confirm via email that it was done. I did so immediately, sent the email, and received an automated confirmation. Two days later, a representative... (read more)
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... (read more)
Written on: 01/04/2011
Their Customer service is the worst ever!!! great if everything went well with your order but Should there be any exchanges or refund, PLEASSEEE check the amount... you will be in shock! FYI, i pay 696 GBP and only to be refunded 500 GBP!!! Emailed the so called customer service which consist of people incapable of explaining how the sums come about and replied email in a standardized robotic way.
Will NOT RECOMMEND to anyone. (read more)
Written on: 21/03/2011
Customer Service is rubbish and I refuse to finance Natalie Massenet's extravagant lifestyle or office. she should invest into her organization's perception rather than her own personal image. (read more)
Written on: 17/03/2011
Net a porter website is amazing. I love the layout! Also, so easy to buy. Delivery comes so fast, it is really impressive. I also like very much that I am paying taxes in advance on the website (delivery to Norway), so that I don't have to go to the post office, that spares me additional cost and time. Very efficient indeed. Beautiful packaging. it is perfect really online shopping experience. (read more)
Written on: 10/02/2011
They do have a great selection of products, and their prices are reasonable considering everything on the site are brand names!! HOWEVER, g-d forbid you have a problem with your order and have to go through customer service HORRIBLE!!!... Dont even bother calling, NO ONE will ever return your call and u can never get through to anyone. And cross your fingers for a reply via email.... it took me 2 months to get my money back for a defected item I spent $1500!!!
If you can find the product on... (read more)
Written on: 05/01/2011 by dominiique (1 review written)
First and last time on Net a Porter- Overpriced re quality- VERY expensive inefficient delivery-VERY poor description of sizing of clothes-consistently inaccurate for SIX different items-slow response from customer service. I suspect the couple of 5 star rated reviews are from employers of Net a Porter they dont read like customer feedback! Just have to say ,although this is not just Net a Porters fault, Jill Sander sandals over £ 200 very poorly made versions of Birkenstocks. Cheap and... (read more)
Written on: 22/12/2010
THE WORST, NEVER AGAIN IN LIFE!!! ****WARNING!! DO NOT SHOP HERE, EVER**** I placed an order for two pairs of Louboutin shoes with Net-a-Porter. They refuse to ship to PO Boxes, and require you to do the footwork with your credit card company or bank. They transfer your call 4-5 times through various rude people before you get to customer service. They will not honor a reduced price, when the item JUST WENT ON SALE! They take 2 days to respond to your email and then send emails that you... (read more)
Written on: 16/12/2010
What terribly incompetent people working for their customer service. DO NOT ORDER FROM HERE. It took 10+ int'l phone calls to sort out an order. Each time having to iterate the situation AGAIN and AGAIN because the staff failed to record important information from previous calls.
Who would've thought that it would be so painful and torturous shopping?!
Incompetent and terribly unprofessional staff. Save yourself some trouble and money and enjoy your 'high-end' shopping elsewhere.
If your... (read more)
Written on: 30/11/2010 by Joyfuljeanie (3 reviews written)
How am I mean't to receive my items at "Normal" working items if I am at work!
Do these people think that the people that can buy these clothes are not HARD WORKING?!?!?!!? Thus not being able to afford an average basket of clothes £300!
Customer service is a joke!
I am actually LOLing at the people that I spoke to, ridiculous!
But yeah apart from that nice website and good collection of clothes, that you cannot get your hands on! Except from Selfridges, Harvey Nics... (read more)
Written on: 25/10/2010
I'm relieved to find I'm not the only disappointed customer. They charge the most P&P I have ever paid in my life (£10 for DHL week days 9am - 5pm; for that obscene amount of money I would expect next day, longer hours, and weekends), which is ironic given with most other companies - when you spend the amounts you invariably spend with Net-a-Porter, you get free delivery.
You are not allowed to specify delivery instructions eg leave with a neighbour (even if you contact NAP or DHL directly;... (read more)
Written on: 13/10/2010
Avoid - rubbish customer service after all the hype. They expected me to phone my bank to confirm who I was because unlike any other retailed, their website wasn't set up properly. (read more)
Written on: 30/09/2010
first this website is my worse nightmare, I get a hit in the head and decide to pruchase from Net-A-Proter website .
At first I thought it will be ok and it's normal to check my information day or two then i mailed customer service to see what's is up with my shipPment they kept me waitting for another 48 hour then i got answer that requir another address why ??! ( i don't know but give them the address that work best for me ) and they refused and ask me for my same billing address i... (read more)
Written on: 20/07/2010
Horrible service! They ship me the wrong stuff and expect me to cover shipping? yeah right! The store is even worse. Ladies take your hard earned money elsewhere. They do not respect their customers! (read more)
Written on: 22/05/2010
Horrible Experience with customer service. With such high end designers they need to cater to their customers. I rather pay double and have the customer service that should be expected. They sent me the wrong pair of Christian Louboutin Shoes then I find out they restock my size in my shoes and they never email me. (I was on the waiting list) Now they are out of stock again. HORRIBLE HORRIBLE. The english accent customer service is just a fake. Long Island City idiots more like it. (read more)
Written on: 30/04/2010
You can get some items cheaper elsewhere, but I haven't found any online shop that does such a great range. Clothing descriptions are pretty clear and non UK sizing explained in the size charts. Clothing comes up small often because this 'designer' type clothing does come up small, not really the fault of net-a-porter, if you know your size for example in Seven4AllMankind jeans, it's always the same. If you stick to similar brands it's a great way of getting new gear very quickly. I... (read more)
Written on: 14/04/2010
A trusted site committed to customer service, nothing is too muh trouble. Anything can be reserved if you are waiting to get paid etc. Would recommend. Also, it's great to be able to reserve things that are out of stock, which are saved for you when back in stock. (read more)
Written on: 07/04/2010
I bought a dress online and returned it the same day it arrived. Two weeks later they sent me the dress back with a letter stating it was "obviously worn" and I could not return it. Upon inspection, the dress had a stain on the back, which was obviously not something I caused as I did not wear it. When I called customer service, they again accused me of wearing the dress and returning it. The customer service department was terrible. I finally had to call my credit card company to... (read more)
Written on: 31/03/2010
I will never order from Net-a-porter.com again. I ordered a dress for $1945 from net-a-porter.com. My invoice reported a charge of $1945. Upon delivery, I was assessed $647 in additional charges that Net-a-porter never informed me of and now refuses to refund despite my return of the article.
After placing an order, Net-a-porter required me to change my shipping address to my physical international address in Belgium rather than a tax/duty-free diplomatic address. They failed to... (read more)
Written on: 19/02/2010
Disappointing experience given the purchase amount. Took 2 days to receive an answer to my query regarding size of dress - then given a standard reply that did not really help. Given a 2 hour time slot for item to be delivered but then told it would be 1 hour late. Dress finally arrived (nicely wrapped) but, not surprisingly, size wrong. Returns process straightforward but told it may take up to 2 weeks to get money back. Would not accept this service from Bond Street boutique or... (read more)
Written on: 24/09/2009 by kate2011 (2 reviews written)
Let me start by saying that i NEVER usually buy clothes for myself on line as I prefer to see the real thing before buying, therefore I was very skeptical.
however, Im a big fan of Net-a-porter's website and their newsletters with style updates, so I decided to give it a go.
I ordered in the morning, and by late afternoon the package had arrived, hand delivered!!!! I was very impressed...
unfortunately, the item i ordered didnt look quite right on me so i returned it, which i must say was... (read more)
Written on: 20/08/2009
I would not recommend dealing with Net-A-Porter. After several attempts at placing an order for a miu miu bag as a gift, I was still unable to complete the purchase. The initial issue came when I was only able to ship my billing address. I wanted to ship it directly to the gift recipient but the company was unable to accommodate. After 30 minutes on the phone with customer service, conferencing in my bank to obtain an authorization code, they said that the order would be processed.
I... (read more)
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