The Outnet Review 2023 – For the Love of Luxury

Disappointing service

I have ordered Chelsea boots approx 7 weeks ago. They have arrived quickly and I was happy with the purchase; however the boots unfortunately were faulty and both soles cracked in the middle. I have contacted Outnet and have received a reply saying that if I am able to arrange a repair locally, they can cover the cost of this for me up to the value of 15% on receipt of an invoice! REALLY?! This is an insult! The boots cost well over few hundred pounds, I should not be taking what suppose to be high quality product for repair and repairing soles after few weeks wear!!! I hardly wore the boots! And I have a desk job! I have sent a reply and I’m now being ignored. WOW… just WOW. Stay clear, avoid

Balanced review

Pros: great website, fantastic prices, fashionable pieces. Cons: slow delivery, customer services a bit underwhelming. They could defo work on that — Order 1. Goods arrived as described, took slightly longer to be dispatched. Very happy with my purchases, value for money. Order 2. Was not dispatched until I politely enquired as to why it had not been. Managed to get through on phone line and speak to customer services. Goods then dispatched. Not yet arrived... P.S. I think you will find a lot of the issues with returns UK to Europe are partly related to the extra paperwork required, since the UK left the single market. It's best not to order things from abroad if you are not prepared to risk the extra paperwork associated with returns. I learned this the hard way last year!

FRAUDULENT Customer Service

If I could give less than one star, I absolutely would. Like many other customers here, I purchased a beautiful dress for a special occasion in two sizes at the end of November. I returned the size I didn’t need at the beginning of December (well within the return period) AND HAVE STILL NOT RECEIVED THE REFUND. I have contacted customer service numerous times both by phone and e-mail. At the beginning, my mind was put at ease as they said sometimes refunds can take a little longer during a Sale period, but that they can see the item is in process. Fair enough. From there, I followed up via email and received a similar response. After many other calls and e-mail saying this issues ‘has been escalated to the relevant department’ the OUTNET have now STOPPED REPLYING TO ME. This has gone on for weeks and weeks and it is clear they have lost the package. But as a customer, I still have no resolution! And can see from other reviews that I am not the only one! This is FRAUD and I will be reporting the OUTNET to my credit card company. How in the world can you sell luxury products and give such appealing customer service? I have been patient (going on 8 weeks now) and hate leaving reviews publicly, but have been left no choice. Shame on you, OUTNET.

Didn’t make a refund !!!

I have returned my order ( two items) on 17, December 21 and received a confirmation and refund for only 1 item. I have an airbill from DHL and the returns proforma invoice where it’s written that I have sent 2 items back , not one. 1 months has passed since then , I contacted customercare 5 times on email, then called several times and each time customercare told me that they will deal with the issue, sent me standard emails, or told that they would do something and reply to my by email , but nothing happens … I have sent them the screen of DHL airbill with my return parcel contents description , last time I was promised that they will figure it out and 100% answer to me on email. But NOTHING happened! I suppose that they lost my second item from the return ( a beanie) and decided not to reply to me anymore and not going to refund my money ! So I don’t have my purchase , and I don’t have my money , that’s outrageous ! In fact they stole my money . I ordered a lot from this e-shop but after this indifferent attitude never again !!!!

Unethical.

Unethical. Within 30 mins the item I was viewing was marked up by £500 They mess around with the pricing, offering last chance 20% off,only until the next time could be 30% off,then mark it up or down crazy.

So far I am rating them 1 star!

So far I am rating them 1 star! I received the Jimmy Choo shoes I ordered and the one shoe looked like it had been worn!! It had stickers missing and signs of wear and felt loose. The other shoe still had stickers on the sole. I think maybe the one was a display shoe. It's disgusting that they were even sent to me. I called customer service which took forever to get through and she advised I take photos of the shoe to send to them. I wanted to do this in case they thought I had damaged them, so this was evidence. The email wouldn't send so I had to call them again and they suggested trying a different email address. I set up a return request but had no email confirmation so called again to which I was told the system was down and I would have to call UPS myself to arrange the collection. What a nightmare! I've spoken to someone at UPS who tell me someone will come today, I'm still not convinced and after reading reviews frankly I'm worried about my refund! Update, shoes been received at warehouse and its now pending whether I get my refund!

My wife returned an above order on 3…

My wife returned an above order on 3 November 2021 and this, disappointingly, has not been processed some 9 weeks later ! She has called repeatedly over the last few weeks (emails not being answered) and told that the package is being held by DHL /customs. This is unacceptable . Please could you ensure this is dealt with , without further delay . Yours sincerely Russell Rich

The worse experience ever

The worse experience ever! I ordered a stand studio jacket in November. There was an issue dhl and they somehow lost my parcel, so I contacted outnet customer service to let them know in December! Prior to this I was told by outnet CS my shipment was just delayed and that I should I wait I was told this over three separate conversations. We get to the end of December now and DHL (who have been updating me every couple of days have now officially confirmed its lost. I call outnet and they now say they need to investigate... They it's been over a month now they clearly have lazy staff. Anyway to cut the long story short it's now 15th Jan and I still haven't received my refund after numerous calls and emails, I've even asked to speak with the manager no callback nothing just the same advisors over the phone saying they are investigating and that they will get back to me and they never do. What disgusting service I will never shop here again!! I've just read all the other negative reviews and this seems like a giant fraud

They won’t refund me

They won’t refund me. My original refund was issued as store credit, I then requested it to be issued back to the original payment method. They told me this had been done but I am still waiting for the funds it has been 3 weeks. They are now telling me they cannot give me a timeframe on when this will happen. I have been calling every few days and no one can help me resolve the issue. Terrible customer service.

Avoid like the plague

Most of the issues arise from using UPS as a delivery service. I had issues with the delivery of the parcel, UPS emailed me to say it would be delivered the next day and then delivered it 10 mins after I received the email. I was not home at the time and as they had given incorrect information I didn't have the chance to rearrange delivery. I then had to go and collect the item from a drop off place. But fine. Then comes the return! Currently on the 3rd attempt at returning, once dropped off a drop off point in a store, parcel returned to me 2 weeks later. I get all the labels printed again, order a collection at home. Parcel returned again. Just been told the issue is UPS can't scan the barcodes on the labels.. Labels which they provide.. Sounds like such a scam!! I guess they make the return process so difficult to try and make people give up and just keep the items?!

Product didn’t receive and never refund…

Product didn’t receive and never refund my money. DO NOT BY ANY PRODUCTS ON THIS PLATEFORME. Unprofessional and no service!

Standards have fallen at The Outnet and I won’t be back

I have been an Outnet customer for years but no more. My last few orders have arrived horribly creased and looking like rags and when I raised this with customer care they didn’t care at all! Refunds are shockingly slow (I’m still waiting for £945 for items I sent back over a month ago). Standards have gone downhill and now there are many more options to get designer bargains online. Sorry Outnet, it’s not me, it’s you! Updated: refund received after a month so slow but not unacceptable.

Careful! Items can be from very old collections

Very old collections. The outlet is selling clothes from very old collections. Search for Prada mini-dress pintucked-silk-organza-mini-dress; item number 22250442026029889 This Prada dress is from at least 13 years ago. I know because I had bought it and then sold it on VC for £100 a few years ago. The outlet should absolutely state what year/collection the item belongs to (e.g. Prada dress; year 2007 summer collection) and price the garment / accessory accordingly. I wrote to them and they pretended twice not to understand my question.

Notice all negative review have the…

Notice all negative review have the same Response? That’s the same Runaround they give you when you call in regards to your refund! Buyer beware!

Great prices and customer service

Great prices and quality. Also, amazing customer service. I'm very happy. Because I ordered few pairs of jeans and also from another website at the same time. The outnet sorted out everything in professional and timely manner and the other website I'm still struggling with customer care response about exchange. Thank you dear outnet team! Definitely coming back for more

Conned out of £245

Appalling customer service. DO NOT PURCHASE FROM THIS SITE. I am still waiting for a refund to show in my bank after 4 weeks of it ‘supposedly’ being issued. Advisers are incapable of helping on the phone. Managers never return calls after being promised they will numerous times. Feel completely at a loss as to what to do next. I am £245 down, item sent back and no refund. Can anyone help or advise. I strongly urge everyone to avoid this site.

Atrocious level of customer care

Atrocious level of customer care. Despite numerous emails and calls as per instructions on their app The OUTNET refused to issue me a refund or an exchange. Evidence confirms the return package is in their UPS courier’s warehouse in Italy. The customer care agents seem to be devoid of any authority to make a meaningful resolution. Instead they escalate to managers who have never called me back or addresses any email complaints. This contravenes my consumer rights. To-date after seven weeks I’m hundreds of pounds out of pocket and no item.

Great quality and helpful customer service

Great quality and helpful customer service, they even offered a refund for the shipping fee as I asked to put together 2 different purchases. I'm surprised to see so many bad reviews. But from my side all good and happy with my items and everything.

They use UPS for returns which is awful!

I am now on my second attempt at returning an item. On the first occasion the UPS driver failed to attach the customs forms to the parcel, and it was returned to me a couple of weeks later. You would think that this wouldn't happen again. Just received a notification from UPS that the custom forms are missing, notwithstanding that I handed them over to the driver AGAIN. I am fuming.

The worse experience I ever had

The worse experience I ever had They are tiffs and this website it’s been designed to still people money. Like many of you here. I have ordered items that’s was £500 and it’s been two months now no parcel no refund. They keep sending the same generic email to me without any clear message about my case. I DO NOT recommend this web site to anyone again. They are far miles and miles away from a company policy they reputation so baddddd. Please tell you friends and family to never try this website other wise they will loose there money line happen to a 100 people. Please share and share… someone has to stop them they are a scam….

I sent a return parcel containing £270…

I sent a return parcel containing £270 worth of clothes back to The Outnet. The parcel was the mistakenly sent back to me so I sent it back to them and now apparently it is on it's way back to me for the third time. I sent the original return 8 weeks ago. They have had my money for all that time and have done absolutely nothing concrete to help. They are very good at apologising but I am still waiting for my refund.

Still waiting, months later

I wish I had read these reviews before I ordered a dress at the end of March. It arrived promptly; I returned it immediately, and had to chase them up 2 weeks later to see if they had received the return. I am now 10 weeks in and am still waiting for my refund. Vague, generic offers on their part to look into it have proved empty - not once have they contacted me to update me on progress. I will never buy from this organisation again.

Returns/refunds take a long time

June 2022. UK purchasers please be aware. It could be 2 months before your refund is processed. The Outnet say "As Uk is not part of the EU anymore, starting from January all orders are passing customs. In some cases, customs require additional documentation and takes longer to process them. We have no control over this situation."

Awful for a prestige brand retailer

Very poor customer service ....too much of a battle to get what is legally mine. When you sell faulty goods don't insult the buyer with offers of fixing, refunds to my 'wallet' ...just refund me as your policy states you should do which is back to the original source of payment. Don't ignore customer emails ...I'm waiting for you to respond to mine re UPS tracking ...and I've yet to receive my refund. In short ...reply to me ..refund me ...I've done all I can do..now it's your turn.

Do not buy anything from this company…

Do not buy anything from this company especially if you want to return, it has been an absolute nightmare and still no money back after I returned my item weeks ago for the second time, this company has a habit of returning your ur items back to you and customer service is appalling

Awaiting refund for parcel never received

Never received my parcel as I was out and unable to collect from the parcel shop it was taken too on 25th April. Been waiting for it to be returned before I can get my refund. Numerous calls and emails - always saying it’s out top priority then nothing happens. It has not moved from the warehouse for weeks. I have paid £290 for something I have never even been in possession off. Awful customer service, no help at all.

Smooth return process

I had just sent off some returns from my first purchase from The Outnet when I came across these reviews and my blood ran cold. I was extremely anxious that I would experience the same problems that other users had. However the return process was smooth and I received my refund without delay

Quick return and refund!

I had absolutely no problem sending back my items and had a refund within 14 days from postage. Make sure you complete your paperwork properly and thoroughly as the hold up seems to be at customs. The products that came were beautiful and well presented. I do not normally write reviews but I was really worried when I read some of the reviews on here. My experience with them has been 5 star. Treat yourself!

Astoundingly bad customer service

I share the same experience that many have had with The Outnet: I returned items at the beginning of May and have yet to receive a refund. Congratulations to those fortunate enough to get anything close to an explanation, I’ve just had a series of generic responses saying that they’re looking into it in a vain attempt to pacify me. This doesn’t constitute customer service, never mind the kind of service you expect when purchasing luxury items. Not sure how The Outnet can sustain this. It’s hard to believe that an organization valued at 5 billion euros in 2018 is unable to refund a jacket that I’ve returned. Needless to say I won’t be adding any further value to the company, the elusive jacket was my last purchase from the Yoox Net-a-porter group.

Take note of the bad reviews!!

Take note of the bad reviews before buying!! This company is not what it used to be. They sell worn/returned/damaged clothes and their so called 'customer service' matches their clothes. I'm about to return my third jacket because just like the first two, it is faulty. That's not a coincidence. They sell faulty goods. AVOID. UPDATE I've just noticed that they have an item back in stock (last one) I suspect it is my faulty return, seen as I purchased the 'last one' and then returned it. FURTHER UPDATE In response to your reply, you clearly have not read my review properly, which does not surprise me. This is a third jacket with a fault, the price adjustment you are referring to is because of the second jacket that I had to return that had a fault, the price adjustment was to buy this jacket, that also has a fault! BUYERS BEWARE

Worst company ever dealt with

Wow - 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 summary, 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!!

I purchased two packages and needed to…

I purchased two packages and needed to return them (shoes too big) and it's been two months I still haven't received my refund. I called them multiple times, but they said UPS is too slow and they have not received anything and I don't know what to do to get my money back. Never buy from this place ever!!!

About 20 emails later, return package being returned to sender

I regret purchasing from The Outnet. I've been chasing Customer Care via email since I sent off my return using UPS collection at the start of April, with the required number of proforma invoices provided to the driver, but to no avail. I asked them over a week ago why the tracking was updated to say that the package is being returned to the sender, and Customer Care said they'd raise the issue with the appropriate persons, and The Outnet will do their best to stop the package from being returned to me. Of course, no action taken by The Outnet - and now the tracking says the package has already passed customs. The Outnet's actions mean that my statutory right to return the goods has expired - not because I did not promptly send back the goods (they were collected just less than a week after receipt) but because The Outnet's issues with UPS has caused an unreasonable and inexplicable delay. I'm not sure how The Outnet can be allowed to frustrate customers' rights AND to flagrantly breach their own stated commitment to free returns in this manner.

The description does not match

Having been a loyal The Outnet customer in the past, Recently purchased a leather jacket from the Outnet. Buying experience was fine when the jacket arrived i was happy with the shape but i found out the material is not as i expected .Mainly because on the apps the product description is lambskin, but i check the care label of the jacket is cow leather which is not as I expected. so disappointed！feel cheated. I think they need to improve that.

AVOID AT ALL COSTS

Do not shop here. I've been waiting on a £380 refund from the OUTNET for a month. UPS are shocking and despite providing all of the correct paperwork (3 times!) and dealing with the parcel randomly returning back to my house after sending it with all of the right information, my refund is still not here. Worse still, thee OUTNET's customer service staff are unbelievably rude, unhelpful, patronising and frankly completely infuriating. Unless you're willing to lose your money, don't shop here.

Fine if you’re 100% sure your items will fit/suit, otherwise proceed with caution!

Initial order and delivery was fine, but I can’t say the same for the returns process as it took over a month to process a refund (apparently the parcel was stuck at customs and then in a warehouse). I always rated The Outnet highly but unfortunately given my recent experience and other reviews I’d struggle to recommend it to anyone else. I’m not sure if it’s Brexit or what but something has gone awry as these are not small sums of money!

Appalling customer service with no…

Appalling customer service with no refund a month after return. Having been a loyal The Outnet customer in the past, I will never use them again. Responses to emails appear to be from a robot and never answer your actual question with the response just being that the items are stuck in customs. Completely unacceptable and still haven’t had money back (hundreds of pounds). Will not shop here again. Very disappointing from the Net a Porter group.

Ongoing refund issues

Since posting the review below I have received an email from the Outnet asking me if my returns were sent separately of in one parcel! I have given details along with the UPS confirmations. Weirdly now, the return of most significant value (In excess of £700) has disappeared from the records on my account. Rather than a vague reply, can a representative from the Outnet post on this website why that has happened? Why has the value of another outstanding refund for over £200 been changed to £0?

Slow returns process, but it worked in the end!

Easy return of items

Never had any problems with this site…

I was worried my order had gone missing…

Nothing negative!

Refinement needed.

I ordered with the Outnet for the first…

Great, but...

Great experience - right product, great price, speedy delivery

Very slow returns process is inadequate

After reading all the negative reviews…

Good offers

Great first experience

customer service need better english & better training

Amazing value and quality.

Great experience with outnet

The item was delivered as advertised

Horrible experience, no longer trustworthy

Horrific experience despite being a loyal customer for years with no issues before. Made a big order, took a few things and returned the rest as didn’t fit me well. It’s now 7th week that I’m waiting for a refund. The customer service team doesn’t provide proper information and is not working to resolve the issue. Avoid at all costs, seems that they need to sort out their operations asap.

I’m over the Outnet

As part of Net-a-Porter I expected a lot better. After 10 days I’m still waiting for my refund to be ‘accepted’ on an item I sent back the same day I received it. Getting through to customer service then receiving any clarity on what is happening is a non starter. I’ve lodged a claim through PayPal because The Outnet is just hard work! I will not purchase from them again nor do I recommend them at all.

STILL NO REFUND AFTER 6 WEEKS

I received the wrong order, I sent the order back via UPS and I am yet to be refunded. It has been 6 weeks and each communication with the agents online has produced zero results. Every time I am told to wait 48 hours and still nothing! This is unacceptable

FRAUD

This genious company left on my review a comment that I should contact them at given email. Guess what? I contacted them, THEY NEVER REPLIED. I think this is all a joke. I will attach on Google review 46 screenshots of 10+ emails I sent them and all the calles they didnt reply on. THEY HANG UP FRAUD COMPANY They still havent refund me Lisou blouse and after A MONTH of emails, today I get an email can you please provide us with waybill so we can return you back the shirt? OMGGGGG These guys are totally deconcentrated. This company needs to get theirselves together, I am waiting a month for my money!!!

Avoid or complain to authorities

Same as others on here my recent experience with the customer services team has been appalling. I saw an email in a response to another comment below - "feedback" and then the usual ending (not allowed to put in email addresses in the reviews). You can try emailing both. If you have lost money because of them and they don't have a complaints procedure in place (they should!) you can report them to the Ombudsman and OfCom. That usually gets companies going.

What an absolute shambles of a customer…

What an absolute shambles of a customer service! Lost my package, not issuing a refund, not responding to emails and now their phone lines also just drop off. Avoid!

I’ve spent thousands over the years…

I’ve spent thousands over the years with the Outnet…. My journey with them has sadly come to an end. I don’t know what has happened over the last 12 months but the refund/return policy and customer service team has gone to the dogs. Given them the benefit of the doubt but found myself in the same situation yet again. Months waiting for refunds, I don’t need the stress of it. An analysis of spend from regular customers in 2022 vs previous years should tell them everything they need to know. I hope someone buys their stock and opens a new company… one which values its customers. The Outnet is prime for the taking at the moment. Just look at the reviews.

Absolutely disgusting

Absolutely disgusting. I returned a parcel over one month ago. Picked up by UPS with relevant documentation. I have heard nothing. When I call it is a call centre in the Philippines who are like robots when I write I get get generic emails from the Philippines. I can’t get in contact with anybody who has any authority in the UK or anywhere else I have had to pay my credit card bill so as not to incur interest and nobody can trace or is bothered about my refund. I am furious and will never use them again and suggest nobody else does. Then perhaps they will up their game and give a better service

APPALLING. Worst customer experience of my life

Avoid The outnet at all costs, Do not give them your business and money. They have not refunded me for an order placed on 1st November which has never arrived. They continually send standardised email replies, never give constructive answers to my specific questions. The emails are full of apologies but never a solution to the problem. They tell you they are investigating and you never hear any more until you chase again, then all you get is the same old generic email reply. It's the same when you phone. Just robotic standard phrases. I have never been so frustrated in all my life dealing with this joke of a company. If their courier company UPS is at fault, THIS SHOULD BE INVISIBLE TO ME - THE CUSTOMER. A refund should be given and The Outnet sort it out direct with the courier. Oh and notice how their replies to other peoples reviews are standardised generic responses

AVOID! NO DELIVERY, NO REFUND

Over a month - no goods, no refund, nothing. Just ads for more discounts. Don't trust this company - they just don't deliver the goods!!!

Why bother offering next day delivery…

Why bother offering next day delivery if you can't fulfill it!! AND, at a £10 charge!!! I order Wed 7th Dec PM to only find out it won't be here till Monday, it's not acceptable. Now I have to find an alternative outfit with no time to do so. Also, will have to fall back on a high street option which makes me even more cross. It's not good for me, the planet or your reputation. Thanks

Items arrived slowly but in perfect condition

Really good discount on Stuart Weitzman boots. After ordering I was really worried because of all the negative reviews here, and I will admit the shipping took a while (1.5 weeks) but the shoes arrived in perfect condition. They use UPS which has full tracking info (better than hermes!). It seems like returns/ exchanges are the issue from comments here but if you know your size then my experience was completely fine.

Excellent Return/Refund Experience

Nearly didn't order from this company having read the reviews. My return was excellent, better than most. If you log in to your account it shows the return every step of the way. I received the cash in my account a day after it was received and reviewed. UK companies take note. Would not hesitate to shop with them in the future.

REFUND

Order number: 0710ZLKOC2201H This is my second review of Theoutnet! After I wrote my first negative review, I followed up my case by sending order number and identify as well as calling them many times. At the point of writing this review, there has been no emails nor actions from Theoutnet. It's been more than a month the issue has not been resolved. You told Klarna that you sent back the parcel to me in the UK which I've never received. Total lies as the tracking system showing the parcel is in Italy. I'm preparing to bring this case to Ombudsman. Simply awful customer service to a loyal customer. I'm sure I will stop shopping from you!

Appalling Service - I will likely churn

Great assortment and prices, but customer service is absolutely appalling. I have been waiting 5 months for a refund. The order was initially very late so I asked to cancel it as I would not have been able to receive it. They told me they would handle the return but clearly failed to do so and now just won’t issue a refund. This has never happened to me with any other site and I have been a long time customer - I would have expected a different service. I contacted them about 10 times and they just replied the issue was under investigation and would provide me with an update. They never provided an update. I think they hope I will forget about it so they can keep the cash, at least that’s what it seems from their behavior. But I will keep trying. If you still want to order, I suggest you use the paid express option, UPS is terrible and always delayed anyways.

never make the mistake of buying from…

never make the mistake of buying from here it's a mockery with the customer you wait so long for the order the shipments from china are overtaking by fast a mockery i will never come back here....!!!!

THIEVES

If I could give one star I would. They are thieves – PLEASE DO NOT USE THEM. On 30th October I purchased £935 of goods with them. I returned all but one. The first issue was that they tried to charge me £250 postage and packaging for the return – they fobbed me off with some rubbish that this was made clear to me then suddenly waivered it and committed to refunding me. I returned the goods on 11th November and I have yet to receive my refund. They owe me nearly £900. After over 30 calls and emails, they have said they have sent this and to contact my bank. I have contacted them and they have confirmed there are no pending transactions. THE OUTNET ARE THIEVES DO NOT USE THEM!! I have tried to call them several times today and the phone cuts off.

Boycott this company at all costs do…

Boycott this company at all costs do not give them any business. They have not refunded me for lost packages at the postal carriers fault. 600 euros is a lot of money and it is now 5 weeks. They will continually ignore you and not take responsibility they will keep telling you they are investigating they originally said at the most 2-3 weeks.

Appalling

Appalling! Ordered item 6th oct. Sent numerous emails, no response. It is now nestling the end of Dec!

Another warning about returns

I’ve used the Outnet in the past and not had any issues with them (including returns) but after my recent experience I would not order from them again. I purchased 4 items which cost £1364. I returned all 4 in the same parcel as they didn’t fit. I was refunded for only 2 of them on 26 October. I queried this with them and was told that the other returns were being processed. I called and emailed to no success - no one could explain the reason for the delay. In the end I raised through PayPal. The Outnet customer service even had the temerity to email me to say that they couldn’t issue a refund while the PayPal query was open and could I close it! I refused and this turned out to be untrue as they have now refunded me - just as I was about to escalate to PayPal claim. Coincidence? I don’t think so. Avoid at all costs.

Always satisfied with service and…

Always satisfied with service and quality.

Appauling service Human chatbots not willing to go the extra mile

Customer service agents are not dedicated, do not care or show any interest in solving my problem. They react like human chatbots with scripts. Answering only one question per a-mail, if a second problem is evoked the AI system does not pick up on it. Delivery times are shame-full and they have no idea what going the extra mile means... I had ordered Oscar de la Renta trousers to wear for NY Eve but they have still not arrived. Asking for management interference is useless because agents back each other up.

Hello again Outnet team.

Hello again Outnet team. I’ve been quite impressed with your recent service. My items were sent fully-tracked by dhl express and they arrived on the expected date. No problem returning items. Received my refunds promptly. Unfortunately my recent order arrived minus any returns invoices! I’ve tried ringing but no answer (appreciate that huge markdowns make this a busy time) so I’ve sent an email which hasn’t yet been acknowledged. Fingers crossed someone spots this message and sends invoices …

I was so nervous to order through…

I was so nervous to order through OUTNET after reading the bad reviews and in all honesty I was pleasantly surprised by the experience . Had no hassles with shipping even when I enquired to customer service about the status of my order they were extremely helpful .. I paid half price for a pair of sneakers which was such a bargain ! Would recommend !

Pearl

Pearl, thank you for resolving my issue. It is beyond my comprehension why three telephone staff could not. Nonetheless, I am grateful that you have!

Worried about reviews but everything was perfect

I was worried about this website because of the reviews but everything was perfect, it arrived a day early and would recommend to a friend I wouldn't believe everything you read

Outnet Returns - very off-putting.

Outnet Returns process is not good.Original delivery missing returns proforma or indeed any paperwork. Returned items as one item was not as advertised on their site. Do not rely on the content pictures as not accurate all the time. Very disappointing. Return was sent with shipping label and 3 proformas all attached correctly. Italian customs supposedly have held now over 2 weeks with no sign of resolution or update. Outnet customer care- get your returns shipping process improved or lose your customers.

I love The Outnet

I love The Outnet. Not sure why everyone has had such an awful experience with this company. I have brought things multiply times, only had to return 2 items, one was swapped and resent within a couple of weeks and another refunded. Although I did use Klarna as payment, it was refunded within 2 weeks. Always receive my items within 4 to 7 days of purchase 😄😄😄