Net-A-Porter Reviews - www.net-a-porter.com

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★★☆☆☆
2.3 / 5
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★☆☆☆☆

“Dep;orable Service”

Written on: 18/07/2014

Horrible company. I purchased a few things while traveling and when I got the one pair of shoes did not suit me, so I called for a return 31 days after purchase and they refused the refund. I spend thousands with them, but nothing since this episode. They have nothing that I cannot find elsewhere and with better customer service. The notice says guideline, so I guess my shopping record did not qualify as a valued customer… Read Full Review

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★☆☆☆☆

“High End Rip Off”

Written on: 15/05/2014 by Sundayonline (1 review written)

I’ve been shopping almost exclusively on Net A Porter for the past couple of years now. I used to be one of their greatest advocates, telling everyone I knew how much I loved them. Unfortunately, this is no longer be the case. I purchased a pair of Marni wood heel leather sandals in December 2013. Not long after I bought them I noticed that there was a split in the leather, I was really surprised but I loved them so much that I didn’t want to send them back. Since then they have… Read Full Review

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★☆☆☆☆

“Mr. Porter Is Meditation”

Written on: 17/01/2014

"MR PORTER provides an unrivalled customer care" -- unless you actually need customer care. They do have a great selection and they do ship very quickly. But the true appreciation of this website really starts when you need to contact customer support. For the price of only a few (given, mildly frustrating) international calls, you will embark on an exotic journey across continents. You will visit England, India and other magical places - over the phone, but still. Unfailingly polite… Read Full Review

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★☆☆☆☆

“Ignoring my emails now!”

Written on: 19/08/2013 by TracyRicho (1 review written)

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. The… Read Full Review

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Improvethecustomerexperience's Response to TracyRicho's Review

Written on: 24/09/2013

I have just experienced the same on the purchase of 2 dresses from Net-A-Porter that are too large. As there are no smaller sizes they agree to refund the purchase price less the duties and taxes.

My taxes exceed $350. Net-A-Porter also has suggested I go to Australian Customs to request a refund.

This advice is unpalatable. Here is a provider of luxury goods with a pedestrian approach to customer service. REFUND THE TAXES and stop passing the buck Net-A-Porter!

Improve the customer experience.

N.B A/NZ consumers: Avoid taxes by keeping single online transactions under $1,000. Split purchases to pay the list price.

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★☆☆☆☆

“OK...UNLESS YOU HAVE A PROBLEM!!”

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 Full Review

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★☆☆☆☆

“DO NOT BUY FROM THEM TERRIBLE AT CUSTOMER SERVICE”

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 Full Review

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Pelchellusa's Comment

Written on: 30/06/2013

was contacted by a senior representative afterwards very attentive to my needs and willing to explain in detail the issues with customs and duties paid to the norwegian govt. I was happy that my concern was taken seriously and that the issue i faced will be put forward to management for them to disclose for customers in the future. I was also given a €50 store credit thus I am willing to give NAP a second chance.

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★☆☆☆☆

“slow communication”

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 Full Review

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★☆☆☆☆

“More expensive than other sites like Revolve Clothing”

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 Full Review

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Milly111's Comment

Written on: 15/04/2013

I agree and have just written a similar review

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★☆☆☆☆

“Jumping Through Hoops To Deliver”

Written on: 27/11/2012 by Saqueveque (1 review written)

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 sent… Read Full Review

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★☆☆☆☆

“Beware - bad service”

Written on: 04/07/2012 by HelenP1 (1 review written)

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 Full Review

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Guest's Response to HelenP1's Review

Written on: 24/07/2012

I agree.
Austalians beware of returns to Net-a-Porter!
If you return an item, you will not receive the GST and Duties back.
They claim that you can get it back through customs but Australian customs are VERY aware of this fraudulent claim from them and it is NOT possible to get it back because Net-A-Porter pay for taxes within your purchase and so are deemed the owner of the product and they are the only ones who can get it back.
GST is 10% and Duties 15% so if you buy a $500 item you will Lose $125.
If you exchange and it's not faulty you still lose that money, so it can become a very expensive purchase.

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★☆☆☆☆

“Caveat Emptor”

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 Full Review

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★☆☆☆☆

“Horrible customer service”

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 Full Review

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★☆☆☆☆

“Never Net-A-Porter Again!”

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 me… Read Full Review

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★☆☆☆☆

“Premium prices does not equel premium customer services”

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 Full Review

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★☆☆☆☆

“Absolute lies...”

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 Full Review

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★☆☆☆☆

“DO NOT SHOP FROM NET-A-PORTER ”

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 Full Review

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★☆☆☆☆

“I recently placed an order with Net a Porter for a...”

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 Full Review

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★☆☆☆☆

“BEWARE!!!!!!!! ”

Written on: 01/04/2011

BEWARE!!!!!!!!
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 Full Review

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★☆☆☆☆

“Customer Service is rubbish and I refuse to finance...”

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 Full Review

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★☆☆☆☆

“They do have a great selection of products, and their...”

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 Full Review

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