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

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 bought a pair of Jimmy Choo Agnes Pump on 17 May 2015, the color was non-matched so I returned it on 31 May 2015. Until now I still NOT receiving my replacement shoes!! The return was delivered on 28 May 2015 in UK. But Net-a-porter customer service keep saying that they will check with return department in UK and not getting back to me even though they promised to do so in the email. Now, 3 months had passed. Net-a-porter took my money, US$568.30 gone and I received nothing!!

See how their customer service handle a return case

This was the first time I had used the website. I found the website easy enough to use and they had in stock exactly what I was looking for, a lovely pair of christian loboutin shoes. I placed an order and within days the shoes were with me.

I was shocked however at the condition in which the shoes arrived. The box had clearly been tampered with and the shoes were in a terrible condition. Glue visible on the joins of the shoes and in general bad condition.

I called them and sent photos of the shoes. They immediately arranged for a free delivery and refund. Surprised that no real apology given. Would not use this site again.

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.