YOOX NET-A-PORTER GROUP 

2504Y6FAD2521F

so since April yoox I have been contacted 10 via customer support ... times 6 e mails and 6 reviews have been submitted

so have they still have NOT resolved and answered to why I have been barred from shopping with them after 17 years ? NONE

they still at the point of stating please be patient whilst we look into this and also what is your order number which I given 6 times !!!

it's all very much quite deliberate and tactile games that yoox play they have no clue with what they are doing and go also with half baked information and turn these it into fact

please customer avoid this company if u can they have gotten bad from worse

if I could give a zero stars I would

I have contacted you multiple times regarding the cancellation of my order, but I have yet to receive a response.
As more than two weeks have passed since I placed the order on April 26th, and the package was not delivered during my stay in Nice—I reached out to your customer service to request a cancellation. I first contacted them on Saturday, May 10th, and followed up with a reminder on Monday, May 12th. Unfortunately, I have not received any support.

Today, I was notified that the package was delivered, despite my clear request to cancel the order. I am no longer in Nice. Furthermore, there was no reception at the building where I stayed, and I am now concerned about who may have received the package.

I urge you to contact UPS immediately to verify the delivery details and confirm who accepted the package. Given that the order was delivered despite my cancellation request and absence from the delivery location, I expect a full refund of €1,900 and a prompt resolution of this issue.
I appreciate your immediate attention to this matter.
Sanja

I returned a pair of €750 Gucci sandals to Net-A-Porter website, part of this group — they were only tried on once indoors on a carpeted surface, never worn outside, and returned exactly as received. Despite this, Net-A-Porter refused the refund, claiming the item was “damaged,” without providing proof or accepting mine.

Worse, they don't return the item, they keep and make you arrange the sipping yourself

From the same order, I also returned a dress — instead of refunding it, they simply sent the exact same dress in the same size back to me with no explanation.

I provided witness statements, chat transcripts, and photographic evidence to prove the condition of the items, yet they ignored it all.

After searching online, I discovered other customers who’ve had very similar experiences — refund refusals based on vague or unfounded claims of wear or damage. This appears to be a systematic practice.

I’ve filed formal complaints with consumer protection authorities in Portugal, the EU, and the UK, and I encourage others to do the same.

Very disappointing from a company that presents itself as a luxury retailer. If you’re thinking of shopping here — be warned: you may not get your money back.

Pedido 0705YAE1B25190
equipo de atención al cliente,
Me dirijo a ustedes en relación con el pedido número 0705YAE1B25190. He recibido únicamente el vestido, cuando lo que adquirí fue el conjunto escogido por mi. Lo más importante para mí eran las perlas que acompañaban el conjunto.

Si la talla solicitada no estaba disponible, habría agradecido una comunicación previa por su parte. Con gusto habría aceptado una talla diferente, como la 40 en lugar de la 38, especialmente considerando que la parte superior no presenta grandes diferencias entre tallas. Una simple consulta por correo electrónico habría sido suficiente para resolver este asunto de manera satisfactoria.

Lamentablemente, al recibir solo una parte del conjunto, me siento decepcionada, ya que el artículo enviado no cumple con mis expectativas ni con lo que consideraba esencial de la compra.

Senza fornire dati puntuali, ampiamente comunicati a YOOX, esprimo tutto il mio rammarico e delusione per essere stata accusata di frode (dopo 12 anni di fedeltà alla piattaforma) a fronte di un reso effettuato per 3 articoli ed aver ricevuto il rimborso solo per 2, con la motivazione che la scatola “conteneva solo 2 articoli”. Premesso che dopo il rimborso dei due articoli ho contattato immediatamente il servizio clienti chiedendo spiegazione e che questo mi ha confermato la ricezione del terzo articolo (che sarebbe stato rimborsato separatamente) ho fornito molteplici prove in merito alla mia buona fede. Escludendo una manipolazione della scatola da parte del vettore incaricato del reso, se chi ha gestito il reso non è stato video sorvegliato, trattandosi di un articolo di peso e dimensioni piccole, naturalmente non sarebbe stato complicato sottrarlo. La mia conclusione, a fronte delle risposte ricevute e dell’atteggiamento dei reparti addetti alle indagini, è che la decisione di dichiarare il falso (2 articoli presenti anziché 3) sia stata imposta per ordine del management.
A fronte di tale sgradevole episodio, sconsiglio a chi si avvicina a YOOX, di completare acquisti multipli, e di filmare la preparazione del reso fino alla chiusura della scatola, sigillandola con una sigla o la vostra firma. Servirà da deterrente a simili disoneste manovre.
In conclusione, YOOX degli anni passato e’ solo un ricordo, da quando Marchetti ha lasciato la sua posizione apicale, l’azienda si sta inabissando in politiche scorrette (ha ricevuto più di una multa per mancanza di trasparenza nei prezzi) ed atteggiamenti poco compatibili con una multinazionale che dovrebbe seguire anche procedure di best practices e di assoluta diligenza e correttezza professionale. Un’enorme scatola contenente esiguo valore…

Une catastrophe, j'ai reçu un sac qui ne m'a pas plus, que j'ai renvoyé dans l'heure, le service client refuse de m'a rembourser car le sac est apparemment sale, hors il n'a jamais été touché. Pas de nouvellles depuis 1 mois, pas de remboursement ou de retour produits et le service client ne sert à rien. REMBOURSÉ MOI OU RENVOYÉ L'ARTICLE !!!!!

Désastreux, j'ai commandé une paire de addidas il ya presque un mois , ups me ballade depuis soit disant on ne peux pas me livrer car je ne suis pas chez moi, alors que d'après leur soit disant avis de passage j'y suis, résultat le colis apparaît sur le suivis comme livré se n'ai pas le cas Yoox refuse le remboursement. Il ne répondent a aucune de mes réclamations...je ne recommande pas se site qui se fiche du service après vente.

NEVER buy from here , they claim I have worn the shoes and refuse a refund. I don't know how they can run a business this way

A company that foolishly believes it can escape scrutiny and censure by a crude and shortsighted tactic of silence and avoidance - one wonders what their shareholders think of their woeful lack of leadership and disingenuous behaviour - eventually their abysmal reputation is slowly catching up with them - one can safely predict that with a reputation like this, their share price will tumble and their toxic management culture and the board members who do nothing to change it yet still receive bloated salaries and share options, will be culled.
It’s merely a matter of time.

THEY ARE THE REASON NOT TO ORDER MONTBLANC! They are engaging in bait-and-switch on Montblanc orders.. You order one kind of refill, you get another. I AM NOT SURPRISED TO DISCOVER THEY ARE ITALIAN.

Wildly inadequate customer service process and complete lack of accountability from them for defective merchandise. There are many choices when it comes to luxury retailers and I strongly recommend choosing a different one.

Been their costumer last 10 years,I believe these is the first time that i returned an item, looks like the parcel is lost or stolen
EXTREMLY POOR SERVICE FROM YOOX
I open a case with PayPal no updates been sent
These businesses is run by people who don’t care about costumers satisfaction
looks like I lost 300£ because of their incompetence
40 days since i returned the parcel I am still waiting for refund
AVOID AVOID AVOID
I will keep writing reviews until I get my money back

Worst experience ever. They sent me the wrong item. wrong boots+wrong size. I returned the package, thay received 3 weeks ago and still waiting for my refund.
What is wrong with this people.

7th Feb - order shoes from Yoox

13th Feb - I am advised that my parcel has been delivered to a collection point. Spend an hour at collection point whilst shoes are searched for my various members of staff. I call Yoox and UPS to advise that my parcel wasn't there and that I had been given a parcel for a Louise Marsden of 264 Upper Street...twice!
I also re iterated the same information in an email.

I am advised by UPS during my call that sometimes tracking can say that a parcel has arrived when it hasn't, and that I should go back to Budgens the next day after 11am.

14th Feb - I am advised by Yoox in an email that according to UPS tracking information that the package is at Budgens.

I return to Budgens to be advised that the parcel is still not there.

I call Yoox to advise them that the parcel is not there and I am advised that an enquiry will be opened that can take up to 10 working days.

Feb 19th - I receive an email from Yoox advising me that my parcel was delivered to Budgens on the 14th of February and is ready for collection.
I reply saying that I have already tried twice to collect the parcel and have been advised that it is not there.
I request that I am either refunded of that Yoox arrange for UPS to collect the parcel and deliver it to my home address.
This request is ignored and I am then told via email that the package will be available to be collected from Budgens on Friday 21st February.

21st February- I return to Budgens. As suspected there are no shoes there.
I call Yoox who advise they will get someone to call me back. No one calls me back.
I request via email Yoox official complaints procedure. This request is ignored.

23rd Feb - I receive an email from Yoox advising they are forwarding my email on to customer services.

25th Feb - I email Yoox asking for the status of my investigation, as I was told on the 14th Feb that an investigation would be opened. I again ask for the complaints procedure. Again this is ignored.

I call UPS asking them to investigate what is happening.

26th Feb - Yoox email me advising that they have opened an investigation on the 25th February despite telling me on the 14th February that they were opening one. I suspect it it UPS that have been the driving force behind the investigation, NOT Yoox.

10th March - I am still £500 down without any shoes due to no fault of my own. I will now have to proceed with contacting the appropriate ombudsman in an attempt to recoup my money. Very very dissapointing especially as these were meant to be shoes for my wedding.

State lontani da questo sito.servizio clienti praticamente inesistente.scrivono che sembrano dei robot ma in realtà non lo sono e non sanno nemmeno l italiano.quello che è peggio è che da un sito con capi di abbigliamento così costosi non ti aspetti un servizio così pessimo! Ho acquistato un paio di jeans con un buono da 100 euro.vado a chiedere il reso perché mi hanno spedito una taglia sbagliata e scopro che mi rimborsano solo dieci euro(ovvero la parte che è eccedeva il buono).delusione totale.

Moi ça fait plus de 10 ans que je suis sur Yoox, et aucun problème

Ne commandez pas d'article de luxe sur ce site.
J'ai effectué une commande pour plus de 1000 euros et les articles ne me correspondaient pas du coup j'ai effectué un retour en passant par leur transporteur UPS, le colis s'est retrouvé dans la nature pendant plus de 15 jours et au final lorsqu'ils l'ont reçu ils m'ont remboursé qu'un seul article indiquant qu'ils manquaient les autres !!! Du coup, tout est pour ma pomme , ils m'ont mené en bateau pendant plusieurs mois m'indiquant mener une enquête avec UPS mais c'est faux, ils n'ont rien fait et me répondent toujours la même réponse comme des machines !! A FUIR

Ich bin seit 23 Jahre YOOX Mitglied. Leider nach so langen Zeit muss ich mich auch den schlechten Bewertungen anschließen. Kürzlich habe ich 6 Artikel bei YOOX bestellt. Die Hälfte davon kam beschädigt, gebraucht oder schmutzig an.. Also wenn ich in secondhand Laden einkaufen möchte, wäre ich hingegangen. Jedoch wenn ich neue Artikel bestelle möchte ich auch neue Artikel haben… Retoure geschickt, bisher sehe ich nur Rückerstattung für lediglich 2 Artikel auf moneyyoox. Was früher ein Klick im kundenkonportal gewesen ist, ist eine erschwerte Prozedur. Mann muss das Kundenservice anschreiben um ans eigene Geld dran zu… es kommt auch keine Reaktion auf die Anfrage. Am Telefon wird man nur getröstet und es wird gesagt dass es von eine andere Abteilung bearbeitet wird und das Zeit in Anspruch nimmt. Verstehe ich nicht. Muss ich jetzt ewig auf mein Geld warten? Oder wie.

I like the types of clothing and accessories that are available to buy from this shop

Non capisco in che mani è passato YOOX negli ultimi anni. Ero iscritta dal 2004, poco dopo la creazione del sito ed era veramente favoloso, pieno di affari d’oro, veramente competitivo.
Poi è passato alle mani straniere, poi a Net a Porter e adesso non so davvero a chi. Il fatto sta che non si riesce a comunicare, i prezzi sono altissimi, cambiano tutti i giorni nascondendosi dietro le promozioni ma se uno fa lo screenshot all’articolo, capisce subito la sua fluttuazione. Nessuna promozione! E non è vero che i capi presenti qui costano 30% meno; alcuni sono addirittura più cari dai negozi.
Call center impossibile ad avere una risposta dall’Italia. Tutto in Albania e hai voglia di spiegare il problema, tanto sono tutte risposte automatiche e così anche le e-mail.
Ma ultima è davvero forte. C’è una specie del portafoglio digitale chiamata Moneyoox dove si mettendo i soldi ottenuti per i resi pagati in cash oppure vuoi averli lì per il prossimo ordine. Dopo hai la possibilità di trasferiti sul tuo conto PayPal. Fino a qualche settimana fa lo potevi fare da solo cliccando semplicemente su “riaccredita” e venivano trasferiti sul PayPal. E qualche volta non arrivavano i soldi, per errore loro probabilmente senza ovviamente ammetterlo, ma più spesso c’era un errore di sistema ma non lo dicevano mai.
Adesso no; adesso se voglio i miei soldi presenti nel Moneyoox, devo scriverli, chiedere il permesso e siccome sono lì ho ricevuti, ho fatto la richiesta ben 3 volte e altre 2 email al servizio clienti e la risposta, che devono fare le verifiche sul mio conto. Ok però ditelo che la prima volta con un vostro nuovo sistema è così, altrimenti uno si allarma. No, la seconda volta lo stesso, la terza idem. Quindi io, l’utente, non posso più gestire i miei soldi? Devi chiedere il permesso a YOOX? Ma dai!
Sempre più pessimo sto sito, veramente.