Net-A-Porter

I bought a dress in early December 2025. Some beads fell of in the box. They were collected in a bag. Ultimately, the dress was unsuitable. I called the company to advise about beads and was assured it would not affect the return. Since then they… Read more

refused the refund, claiming stains and a hole. Would not provide evidence, nor refund and sent me back the dress. It has no stains or holes, just a coupple of missing beads, that they did not send to me.I want my money, not a dress thatt doesn't fit. 5 phone calls, supervisors, no one to help. No one can make a decision. No one tells the truth. And I'm out of pocket a lot of money.

I’ve been a loyal Net-A-Porter customer for over 10 years, but this recent experience has been the worst I’ve ever had with any retailer — luxury or otherwise. My order was inexplicably split into two parcels. One arrived late but contained only one item out of seven. The second — the main part of my order worth over €1,500 — never arrived. … Read more

Despite this, Net-A-Porter’s system shows my entire order as “delivered,” which is simply false.

Customer service has been nothing short of a disaster. Every time I reached out, a new agent responded without reading the previous messages, forcing me to repeat the same information again and again. They kept sending me the tracking number for the already received parcel instead of addressing the missing one. No ownership, no clarity, no resolution.

The last message I received told me to “wait up to 10 days,” even though the parcel was already overdue by two weeks. Then they simply stopped replying.

For a company that positions itself as a luxury shopping platform, this level of incompetence and disregard for customers is unacceptable. Instead of a premium experience, I got stress, lost time, and a missing €1,500 order.

Extremely disappointing — and deeply unprofessional.

Fraudulent and dishonest – Fraudulent Dishonest Dreadful customer service Avoid They are refusing to refund defective e goods Show details

They sell FAKES – They sell FAKE handbags!!!! Be aware! Don’t purchase Terrible terrible!!!

Bad customer service and item missing – I ordered for the first time from Net a Porter at the end of August. Item has still not arrived end of September and DHL have declared it lost in transit and have sent 3 emails to Net a Porter to confirm this. Despite this I have still not received a refund and have sent 3 emails and made 2 phone calls to chase. Spoke to someone who was clearly… Read more

not interested on the phone today who said it takes 10 days for them to do an investigation and that they are waiting on confirmation from DHL despite DHL confirming this and I have also forwarded the email from DHL. First and last time ordering from Net a Porter.

Terrible Customer Service - Faulty Item – I purchased a silk Halpern skirt. Upon wearing it once and having it professionally dry cleaned the colour ran and it was completely ruined. After contacting Net-a-porter it took 4 months to review my case, where they finally responded advising that they wouldn’t do anything because it couldn’t be proven how the skirt was cleaned. I am beyond… Read more

disappointed and would expect more for a $1000 skirt; a loyal customer for some time it was an appalling customer experience.

Worst customer service! Quality has dropped significantly – Ordered a Stand Studio jacket from their website and received a faulty product, exchanged for a new one just to get another faulty one at my doorstep 1 week later. They both came from the same warehouse in Hong Kong. Contacted the team with no assistance or reply via email, I ended up calling them and a VERY RUDE lady answered my call. She was… Read more

ignorance and aggressive, kept sighing throughout the phone call and hung up on me when I asked to speak to a different consultant. Has been purchasing from NAP for years, and I am happy to say this will be my last time. They still have not replied to my emails even though Stand Studio has reached out saying they are happy to work something out.

Horrible service – Never buying from here again. Disgraceful company. Would not recommend Show details

Lost Parcel AND Refusal of Refund!!! – I ordered a dress from Net-a-Porter (NAP) and paid the required $30 for express shipping. DHL was the courier. DHL passed the parcel to Australia Post (instead of delivering to my home) for delivery when the parcel arrived in Sydney. Auspost lost my parcel and sent me a formal email to confirm that the parcel had been lost. I immediately… Read more

contacted NAP asking for a refund but they refused because they had to investigate. I have since been messaging NAP everyday for an update but keep getting fobbed off with a “we are still investigating and we will email you” response. It has been more than two weeks since my parcel was lost. Still no email from NAP and no mention of a refund!!!! I would encourage all current NAP shoppers to buy elsewhere or you might end up in my position. As a frequent online luxury shopper, I would recommend buying from Matches Fashion, SSENSE, 24S, LuisaViaRoma and MyTheresa. I have received pleasant and HONEST customer service from all these retailers and every purchase I've made from these retailers has been stress free. Do not tolerate dishonest business practices from NAP. Your money and time are precious.

Standards have fallen dramatically – A formerly great website for fashion, Net a Porter showcases expensive designers, but beware their sales. They offer 10% of your first purchase on the app, but the fine print is that is only available on a select number off products. Ditto their 'take on extra 15% off" codes. Although if you click on the sale link you are presented with an… Read more

enormous number of options, only a few will actually be available in terms of discounts. Interestingly, their other company - The Outnet, doesn't deal in this disingenuous marketing. My advice is don't bother with Net a Porter, go with the Outnet.

great customer services I have had few problems – An overall enjoyable experience. A couple of hiccups along the way - ie a designer bag broke within 12 months and I was told that I needed to go to that shop and ask them to fix (I didnt as I didnt buy from the designer) Ovewhelming good experience. Would say always photograph and report any issues as soon as you open the box. If it is damaged and… Read more

send it back without reporting there may be a problem as with all online shopping. I have a great customer contact so very happy

Very Happy customer – I have bought 4 items from Net a Porter over the last 3 months. I called to ask a question about my first order…answered straight away..international calling no extra charges. My items have all been lovely, beautiful quality and a perfect fit…their measurements chart is spot on !!! Shipping through DHL express very well priced and all have arrived… Read more

very quickly with informative tracking. I am experienced as an online shopper and I cannot find fault with this company . Their service is second to none for me. Very happy customer indeed.

Unprofessional customer service most of the time but sometimes it is great – I bought a Kassal edition trench. It arrived on time but it was all wrinkled and stained i contacted the customer service and ask if they would cover the dry cleaning costs as it was the sold out item. Still waiting for their reply. It would have been nice to have been told that the item is stained and wrinkled (lots of small creases) prior to purchase so that I could have made an informed decision. Show details