I had purchased a set of 7 bamboo and muslin facial cloths that were packed as Monday to Sunday. I decided to try one to find out if I liked it. I was so flimsy you can see through it and was not able to wash my face with it as it was similar to putting a wet handkerchief. In addition it also stained. I attempted to explain to their customer service rep as well as the manager on duty and all they kept saying similar to a mantra was they cannot return a used item as this product is considered a beauty item. I explained I only used one cloth and the six remaining were still in the box. They did not even attempt to offer any type of compensation at all including exchanging the faulty product or offering a percentage off your next purchase. I will never purchase from this company again. There are too many online merchants who are willing to accommodate their customers to keep their business. This is not one of them.

Placed an order with more than 8 items. Before the order was shipped, I called to cancel two of them so they did. However a few weeks later I realised they still charged the two items I cancelled. I tried contacting them, every customer service was pretending that they didn’t know what I was talking about and told me nothing was wrong with my order. I’ve been in contact with them for more than 4 weeks now, still no result. They insist I have credit on my account (which I do but that’s from items I returned). Over $100 they over charged me and I don’t know if I’ll ever be able to get my money back.

They cancelled my order telling me they couldn't contact my Visa card. I got them in a 3 way call with my Visa and the customer rep couldn't answer why Net a Porter had lied because Visa had the transaction going through. Rep hung up on me. I tried again, with a different card, and was told to contact my Card and get a 4 digit access code. Amex laughed at me, when I asked for it. I cancelled my whole order. Over $900, because you have no ability to actually do your job. I will never shop again, and I advise others not too.

I purchased a high ticket item over the phone through a UK customer service representative who was extremely poliet and helpful. Unfortunatley, because it was expensive they decided to place my order on hold, pre-authorize payment immediately and then return an amount less than a dollar that I need to verify before they release the item. I placed the order over the phone to ensure I received it within the 2-3 day delivery time stated on their website. The issue is that the return amount can take up to 5 days to appear back on my credit card. I spoke with 2 customer service representives and a manager in the US to ask if they could simply charge me another amount under a dollar that I could confirm. No one would help me. I then received a call from the rep in the UK who called to apologize and do her best to help me. I think it's a poor business practice to charge a persons credit card but not release their order without asking them first.

I have been a customer of Net-a-porter for years. Most recently, I ordered the same shirt in two different sizes because I wasn't sure which one would fit me properly. Once I determined the size that needed to be returned, I called them and got an RMA number. I got the return back to them after the designated 28 days -- and to my surprise, they mailed the shirt back to me stating that I had waited too long and the 28 days had passed. I was so surprised at this lack of customer service from a high-end luxury retailer. Not sure I will ever order from them again.

I am writing this review under the law of freedom of information act. I worked for net a porter through their partner DHL (storage and distribution). the Bras and Underwares that have been sent out to customers come back and do not get washed. The Hygine strips they do not get replaced. Dresses that have been sent out to customers previously before do not get washed. CUSTOMERS sometimes get sent out used dresses

Greatly over priced if your buying from Australia. Also beware if you return an Item on which you paid duty and taxes, you won't be getting a refund on those. So like myself you will end up losing money. Biggest scheme from this site as they can recover duty and taxes as the item is returned. Also found same products on other international websites much cheaper. Basically do your homework before buying from this site

I have been waiting for the customer service to get in touch with me for a week. I have written two emails but I haven´t got any answer and I don´t know what´s going on with my order. This has never happened to me before and I´m really disappointed and confused because until now I have been happy with the service.

I have been a very good customer of Nap for 10years or so. Up until recently I would have agreed with the reviews that report them to be the best online shopping experience. So why when you have got everything so right, would you go and make everything so wrong with one stupid decision? After the introduction of the Next Day delivery service for a ridiculous £10, the wheels have well and truly come of the Net a Porter bus. The £10 simply buys you exactly the same service that you always got anyway with the original £5.95 delivery service.DHL have not increased their charges... Oh no! NaP have merely found a way to extort the customer! Let's face it, you could probably buy most of the items on sale at NaP for a lot less on other sites but the Customer Service and prompt delivery made Nap a shopping breeze that was well worth paying that little extra for. I REFUSE to pay £10 so the staff at Nap just leave my order sitting for a couple of days before they even attempt to despatch the items. Considering that I usually order every week, sometimes twice a week. What do you have to do to get some reward for your custom? My advice... Change the delivery back to its original set up before it is too late! And new customers... The service is definitely on a downward spiral!!!

First shopping experience with Net a Porter and not only did the order come before 1pm the next day, but it arrived in a beautiful packaging I was not even expecting with a lovely card and ribbons. It shows what a difference proper branding can do, as now I think, yes I shall be ordering from there more often. Instead of having to go into shops where the sales assistants think they are doing you a favor by just standing there looking pretty.

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.

Net-a-Porter has very large selection of different premium brands and products to choose from. The delivery has always been on time and it is very easy to return the items. In UK the same day delivery is excellent. Products have enough information provided and the presentation of the products applies to the actual products, which you receive.

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 started to become unstuck or unglued on both shoes. Pretty soon they are going to be unwearable. I sent a photo of the split leather that I took not long after I originally purchased the shoes. I also sent a photo of the current state –where the inner sole is coming away from the timber platform. This is the same on both shoes. The message I received back from NAP follows: After inspecting the pictures that you have provided, we are unable to accept your return. The fault has been classified by wear and tear. I doubt that anyone even looked at the images. I just assumed that when you pay a lot of money for a high end luxury brand that the quality of the goods will be excellent. These shoes haven't even lasted 6 months. What a rip off!

"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 employees will unfailingly fail to do anything to address your issue, helping you relax and gain a new appreciation of the universe moving around you. Time will pass and nothing will happen. Zen. At the end of the journey you will have forgotten your worries, stopped being an angry person, and submitted to the peaceful flow of destiny. You will be a changed man (or changed woman, as their support stubbornly seems to believe). Don´t miss out on this transcedental experience.

I bought a scarf from net a porter and I had some trouble with the delivery and finally asked for a re-delivery for a different address. The customer service is good and said sorry for my inconvenience. But I hate the fact that the action regarding my package is too slow. They said that they will arrange a re-delivery but they haven't give me further infos and it hasn't arrived yet.

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.

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 taxes) when I was not satisfied with the item. I was out of close to $200!!!!!!!!!!!!!!