YOOX NET-A-PORTER GROUP Reviews 438

Yoox Group is used by fraudsters to buy luxury goods with stolen credit cards. If you see a charge from them and haven't bought from them, beware. If you call the Yoox Group phone number listed with the credit card charge, they say they are closed, even if it is during normal business hours.

Unprofessional company can not meet its obligations

It used to be ok. I'm a customer since a few years, but things changed significantly. There is phone number and you can contact customer service, but they are not able to help you. I made an order 1,5 weeks ago and it is still "in preparation". Called them several times, but the only thing I hear is: I understand your situation and I am sorry for it". No solution.

I used to like YOOX a lot. I have been a customer for over 10 years.
In addition I have the greatest understanding that the C19 situation is difficult for everyone!

However, there is no excuse for the worsening in customer service over the past 8 month! The responses from the Customer care team are arriving with 2-4 week delay and by the time also conflicting and with conflicting instructions!
Which with the response delay is beyond frustrating! I have been chasing a large refund for the best parts of 7 months now and parts of the refund, YOOX confirmed is still outstanding after 7 months!
This has nothing to do with acceptable delays anymore, this is on the verge to being malicious and even criminal.
Especially as we are talking about considerable sums here!

I read all the bad comments on Trustpilot only after I had ordered items for more than 1000GBP. I was frightened that I would never receive my purchase or my refund. To my biggest surprise, the parcel arrived earlier than expected. The dresses I have ordered were of great quality, however not exactly what I wanted, so I decided to return all of them. I scheduled the pick-up service with UPS and received a notification that my parcel has been accepted a few days later. The complete amount was refunded to my account yesterday. Overall, very happy with the provided service.

I thought it was worth an update after a week of no further information from Yoox. As a reminder, I am out of pocket on over £1000, Yoox have sent me another 'robot' response, not answering my questions, not resolving the issue (in fact it was the same response as last time) and I am still left without the dress or the money. It looks like I won't have the dress (nor the refund) for the wedding. I am now lost for words. No phone call, no personalised response, no resolution. Please do not order from this company. Avoid the pain of numerous calls and emails that never get answered, and of losing large amounts of money. I think my only option now is MoneyBox or similar consumer BBC show. I feel utterly distraught by the experience and hope no-one else has to go through this terrible customer service. Yoox please don't reply saying you are dealing with it - I know you are not and I don't want to have to deal with any more untruths.

Scammers! Returned 4 out of 4 items and only got a refund for 1 item. Pictures on website seems different to the ones ordered. Don't do business with Yoox if you're planning to return because they will steal your money. I just lost almost €1.000,00 EUR.

The reply from Yoox on these reviews are misleading, they never solved my case!

Make yourself a favor and stay away from this fraudulent company. YOOX are no longer what they used to be. They are selling counterfeit designer articles deceiving customers they are purchasing authentic designer items. Not only they are working hard on writing 5 star fake reviews on Trustpilot. But they’re tackling every bad review written with Trustpilot to be removed without asking the customer for proof. I just received an email from trustpilet informing me that they removed my post as YOOX believes it’s defamatory. I just have been scammed with fake Valentino sunglasses for £265. I am in correspondence with their utterly unprofessional customer service. A new email from different employee asking the same questions with sending pictures and order number. Which I keep sending but never an answer back. Why would I defame the company I have ordered designer articles up to 10K annually for the past 15+ years. I must have been a very loyal customer to continue to purchase that much for that long time, don’t you think.

Sorry to say YOOX is not the online retailer it used to be. I am in England and the order took two weeks to get here and the returns took 6 weeks - yes I attached all the paperwork x 3 copies for customs.
Fair play, they refunded within 48 hrs of receipt, LESS THE 13% Duty and Taxes that they now charge.
I would strongly suggest you only order with YOOX when confident you won’t be returning and be prepared to pay an additional 13% to the advertised price.

Where’s my refund from Yoox?!
Do NOT use Yoox!
I returned a parcel containing 2 dresses at the beginning of March.
UPS delivered the parcel to Yoox over two weeks ago.
I still haven’t received my refund of £213!!!
I have emailed Yoox several times and called them on the 0800 number every day for 9days!
They can’t give me a reason why I haven’t received my money.
When I speak to them each day they say they can not transfer me to a manager, that they can’t let me speak to anyone else and they can’t give me another email that will respond!?
Still no refund! This is stealing!
I will not use this company again and will tell everyone I know to do the same.
Do NOT use Yoox!!!!!

I've been a long time customer of NAP since 2008, love the selection and customer service and only ever needed to make a return on very few occasions. Returned 3 items in original package on the day of receipt on 08/03/21, complimentary, fuss-free, same-day DHL collection- so far so good. Refund processed for 1 item on 15/03/21. Initiated online chat to find out what the hold up was, astounded to be told that there was a stain on the back of a sweater and the seal was broken on the bath product. Obviously gobsmacked and concerned, as I am 100% confident items were returned in perfect condition as I received them. Told to wait for further email communication. Decided to take matters into my own hands today by telephoning to check progress today. Enquiry expertly dealt with by Customer Care Advisor (Laura), who after discussion with her supervisor, resolved the problem within 5-10 minutes and processed a full refund straight away. Thank you, Laura and her supervisor. Faith has been restored in NAP, will definitely continue to shop their fabulous online selection in future!

Unprofessional customer service. I am dealing with Shirla at present -very unhelpful if not rude. I requested a return of faulty item -it is now dragging fourth week! Did not want to supply return label-waited 2 weeks , now they send me to ups for tracking !!! I received tracking number that does not work ! Avoid !

My jacket eventually turned up I
Ordered it on the 2/2/21 and it came 20/2/21. 18 days I had to wait for my item to arrive!!

Terrible service based in Tirana albania am now contacting net a Porter inlondon because it has got that bad been promised another refund and a callback

I dont believe it will happen for a second. The only time I get anything from them is a reply on here. Well done trust piloting will never ever use them again great shoes but simply diabolicals ervice
.

I have good experience with YOOX . I bought many times, and always delivery ride on time as expected. Nevertheless, I had one time a wrong order , it is to say got wrong item however YOOX refund me quickly. In other words I strongly recommend.

I have purchased from many a company online, considering this is the go-to retailer for Moncler, one would think they would offer second to none service. Could not be further from the truth. Ordered just under £2k worth of jackets with express delivery as they were a birthday present for the Mrs. The expected date for delivery passed and so I contacted customer services. They immediately refunded the express shipping fee and said we would have to allow the normal time for delivery. That then passed and I messaged customer services again, mentioning that UPS have not updated the tracking for some days now since the parcel arrived in the UK. They said we needed to allow a few more days for the tracking to update. I messaged them again after a few days and they kept on telling me to wait a few more days. I opened a track and trace with UPS (since Yoox clearly couldn't be bothered to do so) and UPS said they would start an investigation. I informed Yoox of this and they in turn opened their own investigation saying I need to allow another 8 days for the UPS to conclude their investigation. So, after 8 days I contacted them and they said that they have "just opened an investigation with UPS and I need to allow 10 days for the investigation" - they wanted me to wait another 10 days. I told them that they are constantly changing the conclusion for the investigation and ultimately they are the ones liable for the parcel's safe delivery, not me. I warned them I would open a case Paypal. They just replied with the same message. 2 months have passed since I placed the order, I have left it to Paypal to get the money back now, Yoox's customer service and business practice is nothing short of criminal.

The combined Yoox Net-A-Porter "YNAP" group say it is the world's leading online retailer. My experience of their Yoox website is that it is one of the world's worst, and in terms of competency, more hopeless than many much smaller websites and retailers.

Everything from their website and checkout (bugs) to their handling of payments and risk (incompetent and completely out of control) is a disaster and they don't seem to have much understanding why, and apparently little appetite to ever make it work.

Judging by their corporate website and PR, they seem to convince themselves and their investors that they're a market leader. This is certainly not the case when it comes to Ecommerce, far from it, online sales seems to be run by people who haven't got the faintest idea.

I wasted a ridiculous time getting nowhere with Yoox, other than to realise I wouldn't put my payment details or personal data within 100 miles of their system. They aren't competent, so why take a risk when there are PLENTY better online fashion retailers?!

Hi. I have just read the response from YOOX, today November 27, at approximately 11:55, of my review two days ago, when I transmitted my experience of having placed an order on 25 november, which was not completed, but that was charged from my credit card (everything is documented). At the moment, I have recieveded neither an EMAIL CONFIRMATION ORDEN nor a professional or serious answer:

"Hello Marisa, we are sorry for the problem you encountered with your order on yoox.com. We see that you have already been assisted in this regard by email and the problem has been resolved. Feel free to contact us if you need further assistance. Thank you in advance for your collaboration and have a nice day"

I,d like to say that the problem IS NOT SOLVED. I just ran a new check and I still do not have the order confirmation and the payment is charged on November 25. And, on the line, I have not received mail, a well willing response, a call seriously interested in the problem caused, and far from it, YOOX tells me that it is resolved.

This answer confirms this new stage of YOOX: you cannot tell me that the incident is resolved, because it is not.

Right now on sale man winter shoes Ugg Australia with faux fur inside.
First of all- Ugg Australia is not exist, only Ugg
Second - Ugg use real fur not faux
And last - Price at 85 euros is hardly believed to be authentic shoes/
Know I questioned to me - how much items what I bought already for several years are real and how much is fake...