I returned an order to The Outnet weeks ago and have been waiting for my refund ever since. Despite numerous phone calls and emails to follow up, I'm now being told that they can't confirm whether they've received the returned items and that the refund processing time is up to 6 weeks, even though their website states it should take 3 days. I was repeatedly assured that a manager would contact me, but this never happened. I was also promised updates via email, which I never received. I'm extremely disappointed with this experience and will not be shopping at The Outnet again. Be cautious if you're considering buying from them. Service Value Shipping Returns Quality Date of experience: October 14, 2024I have had a terrible experience with the Outnet, time and time again. I returned items the same day upon receipt, with tags attached and products unused, and had to chase my refund 7 weeks later, holding forever on the line, after endless attempts to reach out to them by email. Do not shop from the outnet. Date of experience: September 19, 2023 loadjsReady({ event: 'app', checker: function() { return typeof app === "undefined" || typeof app.setConfig === "undefined" || typeof app.review === "undefined"; }, callback: function() { app.setConfig({isAjax: false});app.review(); } }) (function(w) { function go() { (adsbygoogle = window.adsbygoogle || []).push({}); } if (w.addEventListener) { w.addEventListener("load", go, false); } else if (w.attachEvent) { w.attachEvent("onload", go); } }(window)); loadjsReady({ event: 'app', checker: function() { return typeof app === "undefined" || typeof app.profilePicture === "undefined"; }, callback: function() { app.profilePicture('undefined', 'undefined'); } }) Manuela B. Germany 1 review 1 helpful vote Follow Manuela B. Send Message loadjsReady({ event: "app", checker: function() { return typeof app === "undefined"; }, callback: function() { // } }); Share Review “BECAREFUL, They loose your order!” December 28th, 2024 • Updated review I'm honestly beyond frustrated with The Outnet and their handling of my recent order. It's been a full month, and my order was *lost* by UPS, yet I've received absolutely no resolution or compensation. All I've gotten from The Outnet is generic, cookie-cutter responses that provide no actual solution. After multiple follow-ups, they've given me the runaround, constantly telling me they're "looking into it" or that I need to wait for UPS to resolve the issue. But there's been no proactive effort on their end to escalate things, and I'm still out the money I paid for my order. I understand delays happen, but this lack of accountability and communication is just unacceptable for a retailer of this caliber. It's like they've completely abandoned any sense of responsibility once the order leaves their warehouse. I've emailed them multiple times with no concrete answers, and each response feels more like a brush-off than an actual attempt to help. It's been a full month, and I'm still waiting for my money back, with zero urgency or empathy from their customer service team. I used to love shopping on The Outnet, but after this, I'm seriously reconsidering ever buying from them again. I had called UPS and they even said that sometimes their drivers drive off with big boxes as they have knowledge of "expensive" retailers. Because I live so close to the Swiss/German border, UPS doesnt even use UPS vehicles to deliver. Its like they hire white vans to deliver UPS packages so they just drive off with the goods and never return. The fact that UPS is telling me this and The outnet is telling me they have alot of issues of this kind but they continue to use them? My order was about 2500 EUROS and there is no sign i will get my money anytime soon. If you're considering making a purchase, just know you could be dealing with lost packages and months of frustrating back-and-forth with zero resolution. Absolutely unacceptable. Date of experience: November 28, 2024I made a huge order on the OUTNET worth about 3K and I ended up keeping just 2 items so the total refund I'm expecting is 2.5K. I had sent the box back with the 3 copies of the invoice outside the box in a plastic slip ( the usual ones for shipping documentation) I sent this back on September 2nd and on the 8th I checked the tracking and saw that UPS was saying there was a commercial invoice missing. I called UPS and they said the retailer had to provide the information. I called the outnet and made them aware and they said they would contact UPS. I guess this wasn't done because UPS made 3 attempts to delivery the package back to me but I was already on holiday so I kept emailing and calling OUTNET and they kept saying " we have forwarded this to the corresponding team" on September 14th I called UPS and they said the package was taken to warehouse as it was classified as abandoned. I called OUTNET again and they said they would be in touch with UPS to open an investigation. By September 28th I called UPS and they said no investigation was opened so I had to open one myself. I keep calling and emailing and they keep saying they will contact me when they have a resolution or update. Also on their website says to attach all 3 copies of the invoice outside but UPS told me I should always put one copy inside the box for when they open the box to check in customs. So the OUTNET literally has the wrong information on their website. Can anyone advise on what to do. Would my bank help me in this case? Or should I take them to small claims court? It quite a large amount! Date of experience: October 10, 2023 loadjsReady({ event: 'app', checker: function() { return typeof app === "undefined" || typeof app.profilePicture === "undefined"; }, callback: function() { app.profilePicture('undefined', 'undefined'); } }) Mel S. Belgium 1 review 2 helpful votes Follow Mel S. Send Message loadjsReady({ event: "app", checker: function() { return typeof app === "undefined"; }, callback: function() { // } }); Share Review “Beware - they might just take your money” September 20th, 2024 Verified purchase I've shopped with TheOutnet for years, always trusting them to deliver the luxury experience they claim to offer. But after my recent experience, I'm left feeling nothing but frustration and anger. A month ago (25th August), I ordered a bag, and while UPS tracking claimed it was delivered, there was no proof—no signature, no photo, nothing. Since then, I've been stuck in a loop of excuses, contacting TheOutnet at least six times to be told the same meaningless line: "We're investigating." It's been almost a month now, and they've given me no answers, no refund, and no sense of responsibility for the money they've effectively stolen from me. At this point, it's clear they have no interest in resolving the issue. It's outrageous that a company selling high-end brands thinks it's acceptable to leave customers without their purchases or their money. If this is how they treat loyal customers, beware—TheOutnet may just take your money and leave you hanging, as they've done with me. Products used:They just didn’t send it and took my money Service Shipping Returns Date of experience: September 20, 2024This is the worst customer service ever! Do not trust a promise they make when resolving an issue for you! Their "customer care team" are uncaring, repetitive and just pass you onto the next member, just to hear the same lame excuses! I'm sending everything back to them that I have purchased! Don't waste your time! Service Value Shipping Returns Quality Date of experience: December 11, 2023Bought a Sandro jacket. I received it within 4 days (the Netherlands) and everything is perfect! Paid with Paypal just to be sure, reading all the negative reactions (since Paypal provides an insurance). But dont need to return it fortunately! Products used:Jacket Date of experience: November 24, 2023Beware ordering from this company you cannot return or exchange anything. I ordered an Alice and Olivia dress and the chain came broken. They were not helpful, if you order something you are stuck with it. Better off ordering from a department store. Tip for consumers:There is NO returns and they will make it impossible for you to return anything or exchange. Products used:Dress Service Value Shipping Returns Quality Date of experience: September 25, 2023While the content and prices can be good, they take payment immediately, then it took 1 month for my order to arrive, and despite sending my return over 1 month ago I have still not received my refund. I raised two complaints and they just send the same generic response. And then after posting this review on Trustpilot they did a PR spin saying a member of the team had contacted me which is categorically not true. Value Shipping Returns Quality Date of experience: April 3, 2024Order and pray it will fit you! There's no exchange, no return. I contacted then multiple times but they told me that the item I ordered went on a final sale, hence there's nothing they can do. (There was nothing mentioned about the final sale when I was buying it) Basically stuck with the box of useless clothes and lost my money for no reason. Service Value Shipping Returns Quality Date of experience: October 28, 2023Yes, the shearling slippers I ordered from Outnet came infested with fleas. I didn't realize it right away and noticed it after wearing the slippers for 20 minutes around my house. Now my dog and the whole house are infested with fleas. So far I spent over $200 on flea insecticide, vet visit and countless hours of vacuuming and laundry. Customer Service couldn't care less. I called them, emailed them—went all nine yards because I was shocked and appalled. They said that out of their GOODWILL they will refund me the money for slippers before I send them back. (So they can sell it to another unfortunate person I guess). I have never seen such audacity before. Date of experience: October 6, 2023I do not recommend purchasing from them. They have the worst customer service. They are rude and do not care about their customers. It took more than one month for my package to be delivered. I called them for the refund, they refused to do it. The quality of their clothing and shoes are not good. I bought a pair of JIMMY CHOO shoes and it looks fake. Date of experience: December 18, 20231. My payment was rejected numerous times and customer care couldn't offer an explanation. 2. My multiple emails and tracers to them are unanswered 3. Live chat agents are unhelpful and helpless, rigid and unfriendly, eg they refused to reinstate a promo code even though it's their fault the first transaction wasn't successful. 4. Like other reviewers, I will not use them again, and will gladly rate them zero or negative score. In short, very frustrating, unproductive end unpleasant experience. Service Value Shipping Returns Quality Date of experience: October 6, 2023I have placed 16 orders with this company and they ship right away. The return process is great and they even offer exchange. But the customer service is the WORST. In the year that I have shopped I have called customer service 4 times and 3 of those times they were useless and a waste of time. I am not asking for extreme requests. But they have literally been a waste of time. So if you shop here the product is what it is. But don't expect any human contact. Tip for consumers:I have placed 16 orders with this company and they ship right away. The return process is great and they even offer exchange. But the customer service is the WORST. In the year that I have shopped I have called customer service 4 times and 3 of those times they were useless and a waste of time. I am not asking for extreme requests. But they have literally been a waste of time. So if you shop here the product is what it is. But don't expect any human contact. Products used:Coats, pants and Jackets Service Value Shipping Returns Quality Date of experience: February 16, 2024I purchased a gold ring that I had to return because there was a defect in the gold. I was penalized and the shipping costs were not refunded. Obviously, I did not want to return the ring had it not been defective. Customer service was challenging to deal with and they were not on my side. The Outnet does not care about customers, so it's unlikely that I will return to the site. Products used:Adina Reyter Service Value Shipping Returns Quality Date of experience: September 4, 2023Ordered something and it takes a few weeks for it to be delivered. They use UPS which is so unreliable. You receive an email from UPS to say that your parcel is out for delivery and at the end of the day when you have waited in, another email arrives to say that your delivery has been rescheduled! Any returns have to be sent via UPS and when there are issues with their service UPS end up delivering the parcel back to you! Be very carful and aware on ordering. OUTNET returns policy of 28 days is this is not enough days for what I have just experienced and the fault lies with UPS. Items are sent out and returned to an address in Europe. OUTNET.COM need to source another courier. Tip for consumers:2508ZGM8W2301H - order number Service Shipping Returns Date of experience: September 25, 2023Think twice before purchasing. Shipping information not updated correctly. Purchased slippers and updated shipping service horrible. Customer Service lacked correct info as well. Customer Service inadequate assistance and form letter responses. Customer service as they could not provide correct shipping information and length of delivery time issues request to cancel order as it was still not out to courier. Days later received notice slippers being delivered and then right after noice of cancellation. Advised cancelled and 10days for return of funds. Outrageous. No conversation and no communication. Horrible. No slippers and return of my money 10days later. My money not returned fairly and timely. Although much preferred the slippers as i am now without slippers and with out money Products used:None. Horrible service Service Value Shipping Returns Quality Date of experience: December 1, 2023I now have 2 returns outstanding - value over £1000. One from February and one from March. One order has become un traceable and the other has been stuck in a local warehouse for over a week. Customer service can't help and send holding emails. I have now raised the issue with PayPal and am hoping that they can help. If you are not 100% sure that you will keep what you buy, avoid as you may not get your money back Tip for consumers:Dont use this site Service Shipping Returns Date of experience: April 7, 2022Very unprofessional company they show something else and send some other products which is not worth Of the value which u paid as they are sending from out of country you can't return the product and if u return just keep on tracking the for refund or exchange very very very bad experience as I ordered golden buckle but received some thing which is not my taste at all feel betrayed Service Value Shipping Returns Quality Date of experience: June 16, 2023I bought a pair of Tod's boots at the Outnet for $691. The first day I wore them the sole detached completely from the boot while I was walking. They refused to issue a refund (or even credit). They said they would pay $34.57 for me to have the boots fixed by a third party. As if that would even be sufficient! Also it looks like there is two sided tape on the bottom of the boot?! Service Value Shipping Quality Date of experience: January 28, 2023I bought an expensive pair of those that broke after 4 weeks, and only 8 wears. The shoe lace holes began to tear and by 8 weeks one side was just one big hole. I send photos and an explanation to outnet who told me that it was regular wear and tear. This is totally illegal in Australia and the law extends to retailers who ship to Australia. Worst buying experience I have ever had. Products used:Shoes Service Value Shipping Returns Quality Date of experience: June 21, 2023Wow - I wish I had read the reviews of this company before ordering from them. Absolute mess of a company. I would say they have terrible customer service but there is no customer service at all. They just send the same copy and paste responses without applying an ounce of common sense - I think they must do it on purpose to frustrate people so they won't pursue their refund because no one can be as dim as the people I have spoken to and emailed. I won't bore everyone with the details but very much sympathise with all of the other reviews on here. In short 2.5 months after placing the order I have no parcel and no refund. Still waiting for things to be resolved. I honestly think they just try and steal money from people and hope they get so annoyed that they give up. They also have no regard for people with disabilities because they think people can just pop here there and everywhere trying to chase down their parcel, which is something they should be doing! Tip for consumers:Don’t! Service Value Shipping