YOOX NET-A-PORTER GROUP Reviews

I would give Zero stars, but not an option!! Please read the reviews !!! As having used Yoox net a porter once never ever again. I ordered a pair of Aldo Castagna shoes £95 GBP, sent from Italy. They arrived, quality poor, I tried on one shoe the fit was not right, so I packaged them up took to UPS drop off as directed, shoes got returned to me, I requested a courier to collect from home I followed the instructions by Yoox customer service in completing the 3 x customs forms , the shoes got returned again on 2 occasions. I then paid £20 GBP for the shoes to be returned to Yoox Italy via Royal Mail by using the tracker the item cleared Italian customs to be rejected by Yoox. The company is so unprofessional, the returns process is a joke. I have never left feedback before for a company, but this experience has been the worst I have ever encountered and I’m out of pocket due to the awful process of the returns. I am waiting to hear from Yoox on the reason for return as the box past customs, I tried one shoe, cheap looking product and I paid for the return myself!! PLEASE DO NOT USE.

Date of experience: August 31, 2024

My parcel arrived damaged and an item was missing. I raised this with yoox who then opened an investigation with UPS on 6/7/24. UPS have completed their investigation and accepted liability on 18/7/24. YOOX customer service are clueless and 2 months later I still have no refund. This company used to be great but their outsourced customer service will drive it into the ground. Ridiculous.

Date of experience: July 07, 2024

I have been a private client of YOOX for some time now. On August 23, 2024, I ordered Santoni Boots (432 Euro) on this platform (Order No.: 2308Y87F124146). The delivery was made via UPS on August 28, 2024 (Sender: STZ Group d.o.o., Ljubljanska cesta 3, 6000 - Koper - Slovenia, Phone: +386 59 098 613, there was no return label in the parcel). Unfortunately, these boots were much too big for me, so I wanted to initiate the return with a refund via my YOOX account. To my surprise, I realised that this was not possible via YOOX. The STZ Group is not a directly associated company of YOOX, so I had to contact the STZ Group directly by Email in order to receive a return label. I then received a reply from a Sara (STZ Group, written in capital letters): „RETURN SHIPPING COSTS ARE YOUR RESPONSIBILITY“... that's why I don't get a return label. I also received a negative response to my repeated request for a return label with advice for a refund 432 Euro minus return costs in total. In the end, I sent the parcel back to Slovenia today with a specially written return label (costs: 19.49 Euro).

I have never experienced such unprofessional and unfriendly dealing with customers, and I am very surprised that YOOX co-operates with such providers like the STZ Group. It was not the first time for me that I had to contact associated companies of YOOX directly about a return, each time I received a return label via Email. What is the problem for a company to deduct the return costs from the purchase price as part of a refund?

I will never order anything from YOOX again, especially not from the STZ Group from Slovenia! One star for the rating because otherwise this rating cannot be uploaded.

I.S. (Germany)

Date of experience: August 28, 2024

The order (burberry bag) was made on Yoox and returned in the same box as I have received, the box was never even opened! Murbes is accusing me of damaging the bag and not giving me my money back and also keeping the bag. When trying to contact them, no response. Also Yoox has tried to contact (also 24 times) Murbes on my behalf with no response. I have spend 24 calls (45 min each!) With customer service of yoox over the past 5 weeks on the phone and still no response. After three months still nothing! I lost €400, no bag, and the worst experience ever. Telling me to send my own koerier on my own cost from the Netherlands to Italy and Italy back to the Netherlands, with no shipping label to pick up a bag that is already mine, in addition to all the cost I have already made! Really?

Datum van ervaring: 22 april 2024

Date of experience: April 22, 2024

The returns process is so lengthy, time-consuming, and unreliable that I’ve decided not to use them again - although I like the clothes. Pro formas required for return are routinely omitted from the orders. They’re also ‘lost’ en route, requiring resending. And the courier takes forever.

Filtering and selection options are also poor, making it difficult to find what you want. As interfaces go, this just doesn’t cut it.

I see no reason to use them any longer when Shein and other retailers make this process so quick and painless. The nice clothes don’t justify the huge hassle.

Date of experience: May 25, 2024

Hi all, Yoox has got my 2 returns on 29.05.2024, total amount 628 euro. Since this time, I haven't got my money back yet. The customer service keeps providing me with the following information: "We are glad to inform you that we have refunded € 304.50 for order 1005Y2F3124156 and € 323.50 for 0905YF33624155 directly to your ING bank account on Thursday, June 6, 2024." The problem is that I HAVE NEVER SHARED MY BANK ACCOUNT DETAILS WITH YOOX! I requested to transfer money to my Yoox account as always. And there is no respond on my logic question - which account ??? Where exectly my money has been sent to? Please send me an approval! Guess what??? - Silence! They just dont reply at all. I am shocked and dissapointed, I was yoox customer for many many years and now feel myself terrible been cheated by site I trusted to all these years.

Date of experience: August 02, 2024

Ordered a pair of Aquazzura shoes from Net-a-porter that broke after 3 hours of wearing. Lodged a warranty claim with them and they assured me somebody will get in touch. Two weeks later, nothing.

I started legal proceedings against this joke of a company and hopefully they will receive a big enough fine from the Italian consumer protection agency so they'll think twice before treating clients like this in the future.

Date of experience: June 14, 2024

Ordered some Birkenstock Arizona's in black oiled…

Ordered some Birkenstock Arizona's in black oiled leather. After light use, and never in rain, the black dye of the leather has started to turn green. Have three other pairs in different colours, all have been stored in the same place and the others are fine, so I believe it's an issue with how the black oiled leather ones have been dyed. Have only had for one year, tried contacting customer service who said they won't replace and for me to use leather cream on them, which I have, and they are still green.

Don't order from this company thinking you are buying quality items because of the higher price tag. They don't look after their customers.

Date of experience: July 05, 2024

No proforma was provided at the time of purchase - my return was therefore shipped back to me. Others customers have had the same issue. YOOX will respond to this with their usual disingenuous cut and paste "share your experience directly on the official Trustpilot page of the respective brands" in spite of the fact the contract is between the customer and YOOX not the customer and the brand.

Date of experience: June 25, 2024

they give 25% promo codes from time to time - these codes have no expiry date. I can;t use my code and from the last 2 weeks I'm sending over emails (waiting for responses from yoox takes ages) showing on screenshots that the code is broken. Not only that yoox responded me couple of times with the same info "please send us screenshot" when I preiously send the same screenshot couple of times but also claims that on screenshot I have expiry date.... that isn't there!!! I've never had an experience with any customer service that ignores and lies to customers in such way! this is DISASTER

Date of experience: June 11, 2024

Ordered adidas gazelles for men , Sketchers slip ons arrived (for women) been three weeks trying to get resolved - Returned parcel to them , they refused to accept - Absolute disgrace of a company - trying to get refund , through paypal - they are no better - Disgrace do not use Yoox Net A Porter Group SPA
DONT TOUCH WITH A BARGEPOLE

Date of experience: May 17, 2024

Buyer...BEWARE!!!!!...just subscribe to their posting site n observe the sales n discounts they're offering up...I did...of old season stock...n from there you will have the knowledge required to make n informed decision re: why you should not buy from them...honestly...just check out the way they market their discounts/promos offering up old season stock...there are no discounts lmfao!!! 🤣🤣🤣
there should be minus star ratings on trustpilot...especially for thieving online companies such as this one...I write this folks to save you any grief n loss of hard earned cash...just so's
ya knows...

Date of experience: May 01, 2024

Scam website. Still waiting for a full refund for a return, which said it was missing, they didn't follow through with an investigation. Customer service is shocking.

Date of experience: July 12, 2024

The worst shopping experience from any online retailer. The couriers know that this company is non responsive, so goods are missing frequently & u can't contact either the courier or retailer, if u do manage to get a response, they'll blame each other & nothing ever gets resolved.

Date of experience: July 31, 2023

It’s a gipsy company. If you want to waste your money it is the place for you. Customer service is absolutely terrible. I’m promised to contact asap 😂😂😂, one month is over no one has contacted me,several times have written them no response.
They lead themselves like a swindler . No THEY ARE SWINDLERS.

Date of experience: March 12, 2024

Order 2802Y3C6D2421A,
I am giving one star but to be honest they don't deserve any stars at all, don't ever place orders with them, as if you do and you have to return the expensive branded goods they sell, you will never get your money back, lost £450, customer service absolutely dreadful, no help whatsoever, the worst online shopping experience i ever had is with this company and with huge loss of money. Don't purchase from them please, don't be tempted you will regret it forever. I wish I read the reviews before placing the order.

Date of experience: April 09, 2024

Hi, I would rate this as a O. I bought £600 Christian Louboutin shoes and the leather and sole ripped and torn after wearing them just once! They are not prepared to offer a refund, replacement or cost of repair. The customer service team have been terrible! The lady asked me if I wore them on carpet?! What difference does this make! It's been over a month going back and forth with customer service, two long phone calls and they only offered free shipping as a gesture of compensation, which is something that is already in place for all customers! DO NOT spend your hard earned money at this place!!!!

Date of experience: May 02, 2024

i dont really kn0w why everyone is moaning ,
i love the fact you can put stuff in your wish list when you want it and its a bit too pricey and they let you know when it going on sale
if i did pick a fault its than when u ask to be notified
when am item you want is back in stock they ask you what size you want but when the notify you it's just a generalisation and often not your size,
if you see real bargain don't hang about because then designer stuff is gone in a day sometime

Date of experience: November 29, 2021

Received what appear to be fake pair of nike trainers sent from Italy to the uk. Awful Quality, glue obvious on front of trainer, sole plastic not rubber etc: Would not use again for sure.. awaiting refund, luckily paid with paypal

Date of experience: December 07, 2023

I read all the bad comments on Trustpilot only after I had ordered items for more than 1000GBP. I was frightened that I would never receive my purchase or my refund. To my biggest surprise, the parcel arrived earlier than expected. The dresses I have ordered were of great quality, however not exactly what I wanted, so I decided to return all of them. I scheduled the pick-up service with UPS and received a notification that my parcel has been accepted a few days later. The complete amount was refunded to my account yesterday. Overall, very happy with the provided service.

Date of experience: May 25, 2021