Don't buy sunglasses from them as you won't be able to try them on.they place the tags in the worst possible place! How can you possibly see what the glasses will look like with tags obstructing your view! Service Value Shipping Returns Quality Date of experience: December 23, 2024I bought these sunglasses last year for my wife's birthday. She doesn't wear them every day, but during our trip to Dallas in May, she wore them and both lens screws came off. We lost some screws and other small parts. The screws came off from both lenses, but nothing is broken. I asked the company to repair them, but they only offered me a 10% refund, which is $36.00. I even offered to pay for shipping, but they still refused. Here is their reply: "Please be advised that we can only offer you a maximum partial refund of 10 percent for the local repair of your sunglasses." Value Shipping Returns Quality Date of experience: September 12, 2024I would like to share my very painful experience with Net-a-Porter. I have been a loyal customer of theirs for over 10 years and have spent a considerable amount of money there. Their customer service has not been at a high level before, but what I have encountered now has simply shocked me. I placed an order 1.5 months ago for 600 euros. The parcel was not delivered to me, but the status said that the order had been delivered. I contacted UPS, who delivered the order, and they said that the parcel was left in some office and received by a person whose name I do not know. I passed all this information to Net-a-Porter and asked them to look into it. I asked about the investigation deadline and was told that it would take no more than 3 weeks. Since then it has been 1,5 months. Every time I call customer service, they tell me that the investigation is still ongoing, they don't give me an exact timeframe, they promise that the management will contact me, but nobody gets in touch. Each time they say the same thing - the parcel was delivered to the office (I have already said and written a hundred times that my home address was indicated, I do not know what office we are talking about). In the end, my 600 euros just disappeared. And this is a company that positions itself as a luxury shopping experience! To say I'm disappointed is an understatement. This is my worst shopping experience ever! Service Value Shipping Returns Quality Date of experience: July 15, 2024Quality of the items, even high brand items is inadequate. I purchased an YSL bag that costs few thousands of dollars and the belt just fall apart while I was wearing it. I have emailed them and their service recovery was: send the bag and we will see what we can do, asking me to send them a bag for few weeks to fix. Unprofessional, unsatisfying, not checking the retailers of HIGH brand products. I can't give zero stars so it's one. Date of experience: December 16, 2023I have had the most awful experience with Net a porter and will never shop there again - I would strongly advise going to matches instead which provide an exemplary service. I bought a Saint Laurent tote for over £1000 only for 8 weeks later the stitching from the handle to unravel and it become unusable. This happened in November, I offered to exchange or return and re buy the bag as this was obviously faulty - net a porter initially ignored multiple emails and calls (of up to an hour at a time) and then eventually refused any reasonable help- finally agreeing to take the bag for 2 months to assess whether they would repair- this is not luxury retail nor service. I have given up and am going to foot the repair bill myself. Do not buy from saint laurent it is not luxury quality and do not order from Net a porter- should something go wrong you are on your own. Products used:Saint Laurent tote bag Value Shipping Returns Quality Date of experience: December 22, 2023They have sent me an item, but UPS lost the package. When I tried to figure out what happened, customer service agent was simply rude and aggressive on the phone. After many calls, it arrived but damaged. I have sent it back immediately. Warehouse received it on September, 1st. No refund has been issued. Upon contacting the customer service, more rude replies with zero intention to actually help. Needless to say it is September 12 and I am still waiting for the refund. I will never shop here again and neither should you Products used:Didn’t use as it came damaged Service Shipping Returns Quality Date of experience: September 12, 2023This company is using fake reviews but with real people offering money/commission by doing so. I tried this job and they fooled me, they have a website named "net-a-porter.vip" which you create an account with your phone number and then boosting reviews by taking task and each task give you comission. Anyways, I didn't wanna continue with this work and they never gave me my money back that I had to make an affect in the data system to boost reviews. I hope this helps. Don't listen to them! Date of experience: December 6, 2023The customer service is terrible, they don't respond in a timely way to messages and emails, and I have lost money because of them. The way some of them speak to you, they treat you like a child - very rude, strict and stubborn language which is totally unexpected for a luxury retailer. It also takes ridiculously long for net a porter to process/ship orders and refunds. Service Value Shipping Returns Date of experience: July 28, 2023Way over priced, even compared to the designer websites itself! Was unaware that it is final sale. Original price is much more expensive than what the designer is selling for & then even if they do discount it is still over double priced. Also bad & rude customer service & was not willing to help. Buy from other websites! Service Value Shipping Returns Quality Date of experience: December 14, 2023The absolute worst experience! The item I ordered 2 months ago was sent to a location 6hours away from me. I called and requested a refund. Since the representative was unable to resolve the issue, I was transferred to someone who introduced themselves as a manager. I was told I could expect a refund within 10 business days. 2 months and multiple phone calls later I still have not received the refund because apparently the shipping carrier still has their item. A business that sells luxury items for a large profit margin should have better resolution for their delivery issues. Service Value Shipping Returns Quality Date of experience: December 5, 2023Most unreliable service. Departments do not communicate with each other. I ordered same day on Friday. 5 days later still no delivery and no refund. This has happened so many times now. Service Value Shipping Returns Quality Date of experience: September 26, 2023Paid Net-A-Porter $150 for a supposed Roles Royce of hair brushes. The Mason Pearson from England. Supposed to be of such high quality you'll list it in your will. I've had it 14 months with gentle use on short hair and the bristles have started to fall out by the dozens! I believe it must be held together under the rubber base with Elmer's glue. What a fraudulent, overpriced product! It may have been good once; Just crap now. And Net-A-Porter sells the full line... still! Of course there's no way to file any warranty with them. They are no Eddie Bauer! I guess if you can afford "luxury" you can afford being ripped off! Well I'm not a 1%er and I was not looking for luxury. I was looking for a quality product that would last. Stupid me. Will not use the site again because of return/warranty policy. Tip for consumers:Beware the return/warranty policy. Service Value Returns Quality Date of experience: June 13, 2016I had the most horrible experience ever. I bought a pair of shoes for which I choose to pay for the same day delivery, premier evening. I've been waiting for hours to receive my parcel, just to be told in the last moment that a delivery attempt was unsuccessful. Lies! I was in, and checked like every 10 minutes to see if someone is coming. I called them and emailed I don't know how many times, no one seems to bother anymore to answer to anything. Basically now I have no idea when they will deliver the shoes, or if they have any plans on doing it. Do not waste your money and time, with them! It's just atrocious their system. I'm so disappointed. You'll pay for an expensive item and delivery, but you'll not get anything. Tip for consumers:They will not deliver their items , and after no one will get in touch with you . Atrocious customer service, no one cares after they took your money. No one answer anymore to your emails. You’ll be on hold . Products used:Shoes Date of experience: August 21, 2021$1057. 19 sandals purchased in May. They broke the very first time I wore them in early June. I sent them back and was just told yesterday, after a 3 month long runaround, that they broke from "wear and tear". They were in my possession for less than 3 weeks. Even if I had worn them every day, they should not have broken. The pictures clearly show that the sandals are not "very worn". The sticker is still on the bottom, and you can see that the strap separated cleanly from the sole as if it was not securely attached to begin with. I posted about this on their Facebook page. The post is dated September 6th if you care to take a look, and if it is not deleted. I am officially adding my name to the long list of people vowing to never shop at NAP again. Date of experience: September 7, 2021Bought a pair of rag & bone slippers lately. Not just cheaply made, unlike the pics showed. The most bizarre thing is the right slipper is bigger than the left one. And the so-called "customer care" chooses to stay quiet, like nothing happened or they r just DEAD! Products used:Shoes Service Value Shipping Date of experience: July 4, 2022I bought a pair of Saint Laurent shoes for my wife that unfortunately were a little too large. She tried them On once on her birthday. I returned them for an exchange. Net-a-porter, albeit within the return period, let me know that after inspecting the item they would not accept the return claiming the shoes had been used. It's hard buying shoes without the ability to exchange them for ones a size smaller or larger. I cannot recommend buying expensive designer shoes with net-a-porter and won't do so again myself. Update: After writing this review net-a-porter exchanged the shoes for the smaller size - now they are a fit. Date of experience: June 20, 2023Not sure if they gonna do anything about this, they basically asked for our tax number but never insert in the invoice. The local custom charges like crazy. Think 3 times if you are sending to a country with a bad tax system like Indonesia. Service Value Shipping Returns Quality Date of experience: August 1, 2022It's simple the customer service will reply to your first emails and then when it comes to refunding you they'll disappear, zero nada nothing, I've been emailing them now over a week and I'm getting no response... stay away people, I wish someone advised me before doing that horrible mistake Date of experience: December 18, 2018I'm not sure what happened or changed, but the past few years this company went downhill! Same day deliveries are almost always late! Customer service is beyond terrible. Also, you can no longer return a gift without the purchaser being notified! How is that possible in today's day and age? With all of the technology available? How did Net-A-Porter manage to move backwards? Service Date of experience: September 30, 2021After reading the rest of the reviews I can't say I am surprised now at my experience. Ordered premier delivery, didn't arrive, called up twice and I was informed it would be sent today day, still not arrived and I am going on holiday tonight. Don't even attempt to reach premier by phone, chat is always off now too. They are beyond incompetent as a company and have lost their way. They need a new GM/MD & head of warehouse & customer service. I'll be taking my custom to farfetch or selfridges. Shipping Quality Date of experience: September 13, 2022Without any warning sales tax is being collected. You won't notice until you get to the pay for order page. I will also be looking elsewhere to purchase, one that does not charge sales tax and there are still plenty of retailers who don't do this and who offer free shipping as well. So long NAP. Date of experience: February 9, 2017Good marketing (with the magazine) and nice selection but customer service doesn't match expectations for a luxury online shopping brand. You pay extra for courier delivery and they can't get the time right, always showing up when no one is home despite multiple emails. Takes up way too much time to actually get packages. Pretty disappointing. When I sent an email to complain they didn't even apologize for the fact that I'd sent three emails letting them know when delivery should take place, and they kept delivering outside of those windows. In fact I got a rude response. Date of experience: July 12, 2017I so wanted to like this company - i do 90% of my shopping online and i was attracted to the brand and their image. Unfortunately that's all they have is good marketing. Their customer service is awful. Long shipping and short return policies make it difficult unless you are the most organized of shoppers. I've contacted their customer support twice and was treated rudely on both occasions... and this is me living by the motto more bees with honey. I can't imagine how they treat the not so nice ones. Avoid at all costs... find what ever you are looking for at a better price with nicer people Date of experience: August 21, 2018This service helped me in finding something really unforgettable for my wife. I like the simplicity and very easy ordering. If you ever need something to surprise your love than check out this service Date of experience: February 15, 2013I cant express what a first class company Net-A-Porter is. I had an issue with a pair of shoes that I wanted fixed and they were not able to fix them so they refunded me my money. I will always feel confident in purchasing from them. Date of experience: October 2, 2017