THE OUTNET  Reviews 

Very disappointing experience with THE OUTNET.

I ordered a pair of trousers, and the order remained stuck in “processing” for a very long time ( more than 14 days)
When I contacted customer service to ask where my order was and when I could expect delivery, I only received generic replies without any clear information.

Eventually, I decided to cancel the order. I was told they would check whether cancellation was still possible, but instead of resolving the issue, the order was shipped anyway despite my explicit cancellation request. I informed them that I would not accept the delivery, which then resulted in a long wait before I finally received my refund.

On top of that, they still kept a €10 shipping fee, which I find unacceptable considering the entire situation was caused by poor handling on their side.

What made the experience even worse was receiving discount offers during this process instead of a proper solution to the actual problem. After this experience, I will definitely not order from THE OUTNET again.

Just awful service

They dispatch after 10 days the good then take a further 4 if you are lucky as they use the worst carrier on the planet UPS.
The goods are returned immediately and UPS took 2 weeks to send them back.
This awful recently taken over company the outnet, take 2 weeks to process the return if you are lucky.
So far this whole process for one item has taken 6 weeks and I am still waiting for a refund!

This has happened twice, last time round I received a refund after 6 months of dealing with both The Outnet and UPS,
I should have learnt my lesson but gave both of these companies the benefit of doubt.

I will not order again ever no matter how discounted the items are….

I placed an order for a pair of sandals in 2 different sizes on 12 June 2026. I opted through the UPS website to have them delivered to a pickup point. There was a 10 day delay in dispatch and then finally dispatch on 22/6/26. At today’s date (11/7/26) I am still awaiting delivery. According to the UPS website, the package has been residing at their depot in Weybridge since 25/6/26 but advised that “the package will be delivered as previously scheduled.” It’s now 11/7/26 and there has been no further movement. The OUTNET customer care team keep responding to my increasingly frustrated emails by thanking me for my patience. The package is either lost or will be delivered, nobody knows and so the saga continues. By the time this is resolved, and by the tardiness of both parties to conclude this issue, the summer will be over and the sandals won’t be needed. Another example of customer care of the very worst kind.

Shoes arrived damaged, transported out of their dust bags , so several gems were knocked off . Yet I've only received a partial refund!

They openly stated they currently have no Quality Assurance on returns which they then send out to other customers!! I received a PUCCI dress with makeup stains and it was heavily creased. When I complained they offered me 10% which is not fair. I called up and accepted 20% as this would cover the cost of dry cleaning. I gave feedback to the customer service advisor that they need to up their quality checks on returned items and he told me they don’t have people for that?!!? This was my first order and i will never order from them again!

Zero star review!
I have placed an order 1506ZUKIG2601H on June 15 which was confirmed same day, however the day after on June 16 I get informed of unspecified delay of my order. There is no information received on by when I can expect the arrival of my order, nor the options for me as customer. I am actively following up on progress of my order on June 17, 18,, 20, 23 - as no message arrived on when order is expected to be dispatched! I place a call with customer service on June 23, where I get told order has been delayed but will be shipped shortly. I had informed customer service that due to my holiday I will be unable to receive the order and request order cancellation, for which I am told is impossible to do. I had to wait till parcel gets attempted delivery after which it will get returned back to the sender. Note, no instructions were sent to me - even though I have asked several times to be informed of process for reimbursement!
Same day, magically, I get email the order has been dispatched with arrival date on June 29 where I am off for vacation. I was able being at the airport, to get hold of UPS courier and arranged delivery to be rescheduled to the day of my arrival back home from vacation.
On Monday, July 6 there arrives email from UPS (NOT customer service) that my parcel has been requested to be sent back to the sender, even though it has been rescheduled for delivery in July 13!!!! I attempted reaching out to UPS to reverse this step but got to know outnet.com has specifically requested the return which I cannot change myself! I then call to outnet’ s customer service and ask to contact UPS, they are not being helpful at all.
On same day, email arrives that Outnet is investigating my request, as the parcel gets returned back to sender…!!! This is outrageous, as I as a customer have gone beyond and above to reschedule delivery so I can finally receive my order which I had paid for! Until this day, no one from customer service had reached out to me with useful and proper problem resolution of this horrible order management! I have paid for my order and almost one month had passed and no order had arrived! I have never experienced such a disastrous shopping experience elsewhere, considering outnet.com offering luxe products one should expect standard business conduct and basic customer management to be upheld. Instead customer is treated with disrespect with lack of basic service and responsibility over the placed order! No one cares! Dont ever shop at this horrible online shop- you wont see your order and refund!!

Perfect!!
Ordered from the Outnet my wedding shoes and because of the negative reviews I was very nervous if I get the shoes in right time and right fit. Got my shoes 9 days after the purchase - perfect shoes, perfect fit and a very good price for designer shoes. I’m very happy, thank you so much the Outnet team!

I placed an order on 9 June, money was taken from my account 11 June (not just in pending). I had to chase my order. It was finally dispatched 21 June. I do not think this is allowed. Received on 26June. It was unsuitable. I requested a return. Paperwork was not in the package. I had to call to have it emailed. However then I had no RMA number so called back. Finally returned item the same day. It was received back 30 June. I am still waiting for my refund.
After numerous emails, and 4 customer service agents later , one even asking for proof of my sending the parcel? Surely you can see from your system, it was received by yourselves on 30 June….
Obviously I have pictures of everything, my parcel with all labels, the text from the store who accepted the return and my own account showing it being received.. …This has all been forwarded !
What is going on?
I asked for escalation to an official complaint - this too has been ignored
Unfortunately the customer service is disgraceful
Beware The Outnet is not the company it used to be; from a supposedly “VIP”customer

They need to make it clear that if your invoice is not attached to the outside of your parcel it will be sent back to you.

I used to love the OUTNET and have bought some beautiful pieces from them up until today. I ordered a Valentino belt for my best friends birthday which should have been delivered 2 days ago. I received an email from UPS today to say that “all merchandise was missing and the carton had been discarded”. I spoke to customer service and while I understand this is out of their control they will not replace or refund the item. They have to put in a claim with UPS and only once they receive their funds from the claim will they issue a refund to me. All I want is a replacement so I can give the present to my friend. They suggested I place another order for the belt. I am absolutely flabbergasted by such terrible customer service. This is between them and UPS and has nothing to do with me as a consumer. This is terrible customer service and I expected better from a company such as the OUTNET.

I’ve made a purchase on 20.06.26. I only received a message that my order was sent on 27.06.26. Since then I haven’t gotten any updates on the parcel. On dhl website it says that they haven’t even received the parcel. So, it’s been almost 3 weeks since I actually made the purchase and they didn’t have a chance to send the parcel yet. Costumer support is ignoring my inquiries

6 weeks waiting for my order to then receive an email saying I had been refunded. No explanation! This was a birthday gift for someone and the birthday was a week after I ordered.

I ordered an item and tried to cancel it, unfortunately the site does not allow you to do this. I called up within 15 minutes of placing the order and I was told the request would be raised. 3 phone calls later and nothing was done. I placed the order Friday evening and they went ahead and shipped the order Monday after ignoring my emails and phone request to stop the order.

I finally received an email telling me I could return the order if I was unhappy with my purchase. That makes no sense. I told you I didn’t want it. I now have to go through the trouble of returning an item I didn’t want.

There seems to be a general consensus on the poor customer service. Dropped calls, phones answered but no one responding. I will be avoiding this site as it seems to be really terrible delays and unacceptable customer service.

The customer service was terrible. I called four times regarding the order cancellation. Only the fourth agent, a lady, was helpful, professional, and genuinely willing to assist. The other three agents, all men, were unpleasant or unhelpful, especially the third one.

I requested the cancellation by phone early on Friday morning, but my parcel was still shipped on Tuesday evening. The third male agent told me that a recall request had been sent to the courier but that they had received no response. I asked whether he could follow up with the courier or contact them again, but he refused to contact, said there was nothing he could do and told me to contact the courier myself to send the parcel back. Excuse me??? Are you serious???

I understand that a parcel recall is not guaranteed to succeed. What frustrated me was the third agent’s complete lack of responsibility and willingness to help.

I called again and, fortunately, the fourth agent—a lady—was professional, proactive, and immediately offered a practical solution. This clearly showed that more could have been done.

Even if the recall is ultimately unsuccessful, I appreciate that she genuinely tried to help and took ownership of the issue.

I placed my order (Order No. 0407ZHB672601H) at 12:30 AM on July 5. Shortly afterward, I decided that I wanted to purchase an additional item, so I sent an email requesting to cancel the order at 12:57 AM on July 5 so I could place a new order.

However, my cancellation request was not processed, and the order was shipped anyway. I am very disappointed with the way this situation was handled. Because of this experience, I do not want to use your service again.

Order Number: 2606ZLFMI2601H

Return Product Code: 0400 6758 16591

Size: XL

Item: LIDO Swimwear

Price: US$94

I have submitted a return request for the above item.

However, the Returns Proforma Invoice was not included from the beginning. I only received the return shipping label.

What happened?

In the past, a Returns Proforma Invoice was always provided with my return documents.

Because the Returns Proforma Invoice is missing for this return, I cannot send the package via DHL.

Please resolve this issue as soon as possible by sending me the Returns Proforma Invoice.

Very bad customer service, slow and meaningless.

Gift ordered 20th June. Arrived 6th July. Missed the birthday it was bought for. £30 delivery for it to take over two weeks! This was not made clear when ordering. Now I have to send back and I’m out of pocket £30. Not good enough

My new handbag was thrown in a box without care, the original dust bag was at the bottom of the box scrunched in a heap. What should’ve been a really special experience unwrapping a new purchase (like a gift) felt cheap and underwhelming. Lucky I’m not an influencer “unboxing” and shaming online. DO BETTER.
The rest of the service was fantastic.

What is happening with the OUTNET? Used to be brilliant but now absolutely hopeless. Goods took well over 2 weeks to arrive and package was left dumped on a public road by the courier. Returns documentation in the box referred to an entirely different item and requesting a return online didn’t work. Painful.