THE OUTNET Reviews

Beyond ridiculous customer service - ordered some shoes on the 10th June - incorrect size - sent them back on the same day for an exchange. Still waiting on the shoes to arrive as apparently the shoes I sent back are in customs. Literally over a month they have had my money- passed from one person to another - called them so many time. YOU have had my money for over a month and I have no product. It’s STEALING the OUTNET. Sort it out. 1806Z4T502201H

Appalling customer service and delivery experience.
A delivery from UPS was scheduled a couple of weeks ago. The delivery never arrived. The Outnet's customer service has been appalling, unprofessional, patronising - my queries have not been taken seriously, for a week I kept receiving vague emails that only tried to buy time. A Customer Service advisor even hung up on me after a 30-minute phone call when they were not able to give me clear answers as to why it was taking so long to find out from UPS where the parcel was.
When I first reported the missing delivery, I was not given a timeline for a resolution of my issue, and The Outnet did not offer to send a replacement item either, which is what I would have expected as a 'Front Row' customer.
Every time I emailed Customer Service, replies were vague and did not address my specific queries. The entire problem has been managed in a very disrespectful and unprofessional way. This is not what Customer Service should be like.

Sounds like people have had a tough time with returns on this. Maybe folks need to get back in the habit of only buying things online they almost definitely want and trust the sizing will be on point from their previous experience with a brand they're buying.
The designer gear is genuine and ridiculously cheap and arrived quickly. One jacket was a bit bigger than expected (might have even been the style of the garment), but I made it work.

I wish I had read the reviews as its true what so many are saying, its a dreadful company. Its almost a month now - with so many emails and calls, I am still no further with my refund. It's disgraceful that they are still in business. The customer service is appalling.

To add- I have the same generic reply from the outnet. I have emailed many times and no one helps! Shocking company - pls don’t use it if you don’t want to be fed lies and be robbed of your money!

Avoid this company. I sent my returns back via UPS and filled out the 3x custom forms attached to the outside as instructed but have heard nothing about them being received or about my refund. All items at the outnet are high end so its a lot of money to be waiting to get back. AVOID!

TERRIBLE!!!! like so many others I have been waiting for refund for over a month. Ridiculous and unfair. I DO NOT RECOMMEND the Outnet. YOOX or whoever has bought the company you should ashamed.

Re My Recent Review
DO NOT SHOP AT THE OUTNET

The following reply from this company as published on this forum is false, they still have my money …. This matter HAS NOT BEEN resolved. What is going on with this company? From recent reviews it’s there is a serious issue with refunds ….. if this company stops trading customers will not get their money back …. DO NOT SHOP HERE as the returns and customer service is dire.

Reply from THE OUTNET
34 minutes ago
Hi Colette,

Thank you for taking the time to share your feedback with us.

We’re sorry to hear your recent experience has been less than desirable.

It appears that this matter has since been resolved, however, if you need anything else please send …..
Best regards,
The OUTNET Team

THEY WILL NOT ISSUE YOU A REFUND - BEWARE.

I sent me items back over a month ago, I can see the item has reached them but they have not issued a refund. I have emailed and they keep telling me they havent received the item yet. They need to sort out their returns process as this is the second time it happened to me and the order was well over £500. DISGUSTING service from a net a porter company. Buyer beware prices may be cheap but it’s money down the drain if the items don’t fit.

I got a pair of boots on the website but they send the wrong product to me.
When I ask for exchange of the boots, they issued a return ticket and repeat the words like 'we need to check once the package is returned.'
Not really helpful service and I doubt there is no one really read the email in this company

I am still waiting for a refund from a order that never came over two months ago. Chasing for months via email and phone calls..no help from anyone. Avoid avoid at all costs, have told friends and family never to order from here. They will be losing out on a lot of customers. SCAM

Returned my items with the UPS label provided and all the proformas attached on 16th June. UPS lost the paperwork and returned the parcel to me. I called customer services and was sent a new proforma and a collection booked for DHL. DHL delivered the parcel to the outnet depot in London on 30th June. I’ve still not received a refund and upon calling customer services and giving them the waybill number they say it was received in London but not needs to be sent to Italy but no one has sent it! I have repeatedly complained via email, online chat and on the phone but no one seems to care! Terrible customer service, will not be buying from here again and would not recommend. I will be seeking to make a claim through my credit card.

The parcels was returned back to sender by the courier and is stuck in the network. It has been nearly a month and I am still waiting for refund. Don't order from this company!! I am asking my bank for chargeback. Their customer service is in Philippines and replies to emails are just standard.

Literally the worst costumer experience ever… I sent my return over a month ago via UPS who sorted all the paperwork and made sure whatever is needed is there, its been now over a month, parcel is stuck somewhere in Italy and Outnet is refusing to resolve it. I have been on the phone with them daily as its a high value order and everyday i’m being told someone will get back to you and NOTHING happens. I will try to dispute it with my credit card but i literally didn’t know providers can behave like that!!!

Ordered quite a few times from The Outnet and have never had any issues so far. Great price for luxury brands and fast delivery, and they also offer price match. It'd be better if they could offer gift box instead of just wrapping the item and placing it in the brown DHL box.

Very shocked and saddened to see so many other people experiencing the same issue as me.

Items returned on 24th June to the value of £1200 and no updates.

I have called about 10 times and am always told the call handler will take ownership and then I hear nothing at all until my next call.

I received some updates to say they were chasing DHL despite me repeatedly telling them that they gave me a waybill for UPS and providing THEM with the tracking number.

Not once have I had any call back from managers and continue to get the templates email updates which make no sense.

Like many others it now appears that my parcel is stuck in customs in Italy through no fault of my own but they are continuing to hold back the refund: extremely frustrating and has put me off shopping at the YOOX group overall. Disgusting treatment of customers