Complaints

This profile includes complaints for YOOX Net-A-Porter Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  YOOX Net-A-Porter Group

  100 5th Ave Fl 12 New York, NY 10011-6903

• 

  YOOX Corp.

  125 Delawanna Ave Clifton, NJ 07014-1529

• 

  YOOX Corp.

  80 River Street Hoboken, NJ 07030

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 9/16/23 at The Outnet site for a pair of ********************* mule slides and a pair of Bottega ******* sunglasses. When I received the order, I noticed that the box had been broken into, and the ** sunglasses were missing. I sent an email about the missing/stolen item on 9/26/23 to The Outnet, and since then have been subjected to over a month of back and forth emails where I'm told to wait **** business days for a resolution, and then told on multiple occasions, always with about a week of delay in between emails sent/responses received from them, that there is an ongoing investigation with *** and that I should hold onto the damaged parcel. It is now 11/8/23, and I again received an email response a few moments ago telling to hold on to the parcel, that an investigation is still ongoing. I am beyond frustrated with the lack of follow-through at this point, and the outright disregard about the delay in providing me with a resolution, such as a refund or a replacement, for the missing or stolen item. Do not shop here. As The Outnet is unwilling ro resolve my concern in an efficient manner, I am posting here in the hopes that my concerns can be heard, or at least avoid others the headache of shopping here.

  Customer Answer

  Date: 12/03/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding YOOX Net-A-Porter Group has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Montblanc wallet ($168 +tax) from ******** on Sept. 22, 2023. I am not a first time shopper. I received a package via *** on Sept. 28 and upon opening the package (which looked undamaged or tampered with) I found the box for the wallet but empty, with no wallet inside. The tag that YOOX includes with every item was in the box, but ripped. I immediately, within a few minutes of the package being delivered, contacted **** and they asked for pictures, which I immediately sent and they promised to open an investigation and have a conclusion within 10 days. Since then, I called repeatedly and was told that the investigation continues (the first 2 weeks) and then was told that since the package was delivered they will not take any action or issue a refund. I tried to contact AMEX (which I used for payment) to dispute the charge, but they were also told by **** that the package was delivered.This is not the first fraud with YOOX - twice in the past I returned expensive items and was refunded for much, much cheaper items from the same category. The difference was in the range of two hundred+ dollars. Upon contacting YOOX customer service, with photo proof that I still had the cheaper items and that the expensive items were returned, the company refused to rectify the return. At this point, I am at a loss as of how to proceed and be compensated for an obvious fraud - sending an empty package is FRAUD. Thank you, ***********************************

  Customer Answer

  Date: 12/01/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by YOOX Net-A-Porter Group regarding complaint ID ********. I am attaching the "receipt" that **** sent on October 25. Since then, I have contacted **** (no reply except to direct me to PayPal) and Paypal - they confirmed that no refund was ever received from Yoox and that the transaction number on the receipt does not exist, as well as AMEX (the card used for the PayPal original payment - AMEX also confirmed that no refund was received and that the transaction number doesn't exist.
  
  Sincerely,
  
  *******************************
  

  Business Response

  Date: 02/20/2024

  Hello,we see that you have already contacted us regarding this issue via email, for any other information about your order please respond to the email directly. Thank you and have a nice day!

• Initial Complaint

  Date:10/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern,I am literally at my wits end with trying to reason with/ get a hold of / get a response from Net-a-Porter. This is in reference to order ************** placed on July 19, 2023. My package was STOLEN from my front porch. I called as soon as I was aware of this and was advised that I should check with my neighbors etc. I did everything I was told including filing a police report. I was shocked that with the price of the package there was no signature required as it has been in the past. I am now out $1666.89. I am requesting at the very least a store credit. This was not my doing but somehow my loss is not important enough to get a response. If your company operates in good faith, you would respect your customers time, money and circumstances. There should have been a signature required!!!!When I spoke to one of your managers on my 10th or so call she told me to send my police report (I did) so that she can escalate my case to find a reasonable solution. I NEVER HEARD BACK AGAIN! I have spent HOURS on this ordeal. This is now months later and no resolution beyond my losses and an e-mail stating that the package was delivered. I never contested that. My package (along with 4 other boxes from other retailers) were STOLEN!How is it that all other retailers were so kind, did their own investigations and either offered credits, replacements and refunds? Where is your customer service?!!!?Because I played by the rules and agreed to check with neighbors, post office etc my credit cards insurance doesnt cover this loss either because I wasted those 48hrs looking for the packages and dealing with your inept customer service!!Please do the right thing and help. I have been a good customer but certainly cant be again after this ordeal unless this is made right. Thank you.

  Business Response

  Date: 10/27/2023

  Hello, we see that you have already contacted us regarding this issue via email. You will receive an update soon, so please check your inbox and follow up there for any other information about your order. Thank you and have a nice day.

  Customer Answer

  Date: 10/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   
  Your email response is not only super late but also not in good faith. I purchase from your  store because of the great quality and experience in the past. However, this is not the case this time. I never waived the sign for my package! Im infuriated by the lack of communication, understanding and support for what has now become increasingly stressful and time consuming on top of the fact that Im out almost $2k. 
  

  I called you guys MULTIPLE times as soon as this occurred! I was told to check with my neighbors etc. I did everything I was asked to do including filing a police report. What have you guys done in your end? Continue to tell me that *** or **** closed the case because the delivered the package? I never disputed that for a moment so why am I continually being sent the same regurgitated reply about that? The package, among others WAS STOLEN!

  Im so disheartened by your lack of care and understanding and especially help in this matter . This has cost me time, money and endless stress for something that shouldnt have been if you had adequate concern to mitigate this situation through insurance or whatever you have.  Even a store credit would have been appreciated.

   

  Thanks for the no thanks.

  *************;

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 11/29/2023

  Hello, we see that you have already contacted us regarding this issue via email. You will receive an update soon, so please check your inbox and follow up there for any other information about your order/return/exchange X** Thank you and have a nice day
  

  Customer Answer

  Date: 12/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved after the issued the adequate refund.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a order from Mr ********************** *************** then 1st they cancel one of item and not even willing to switch a size for me. Then i received the package, the item sizing is way 2 smaill So i start a return for rest of 2 items. The return tracking ****************** But the return tracking stuck at 09/29, so i contact *** try to find a solution then *** told me i need to call ** ********************** because i am not the label owner so i contact ** *********************** they said they will file a claim or investgation with *** and send me update by email , But now nothing WHEN I CALL THEY SAID JUST WAIT BUT THEY NEVER GOT BACK TO ME , I CALLED *** AGAIN THEY TOLD ME NO CLAIM OR CASE BEEN OPENED

  Business Response

  Date: 10/19/2023

  Hello,we see that you have already contacted us regarding this issue via email. You will receive an update soon, so please check your inbox and follow up there for any other information about your return. Thank you and have a nice day.

• Initial Complaint

  Date:10/18/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased $169 worth of items from this company and the package was never delivered. I contacted them and they said it was delivered and there is nothing else they can do. My building has a dedicated door person who manages packages in a secure package room.

  Business Response

  Date: 10/18/2023

  Hello,we see that you have already contacted us regarding this issue via email. You will receive an update soon, so please check your inbox and follow up there for any other information about your order. Thank you and have a nice day. 

  Customer Answer

  Date: 10/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here] yes you said there was nothing else you could do. Not really sufficient 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 06/24/2024

  Hello,
  
  We see that you have already contacted us regarding this issue
  via email and a decision has been made
  
  Thank you and have a nice day.

• Initial Complaint

  Date:09/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************** I returned the item and this item was delivered back on 9/21/2023 to net a porter warehouse in ** and Id like full refund to be issued back to original payment method

  Business Response

  Date: 09/27/2023

  Hello, we see that you have already contacted us regarding this issue via email. You will receive an update soon, so please check your inbox and follow up there for any other information about your return. Thank you and have a nice day. 

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 2, 2023, I purchased a dress from the online retailer in hopes of wearing it to my uncle's 90th birthday party. At the time of purchase, it did not indicate "Final Sale" on the website. Thus, I purchase 2 dresses in hopes that one would be "the dress" for the event. Unfortunately, the White ********************* La Petite Robe dress was too large (size 12) and the Black ********************* La Petite Robe dress was too small (size 10). Accordingly, I did not wear either dress to the event. However, the black dress fit my niece so I gifted it to her.Upon our return from *******, I attempted to submit the return online. When I entered the order number on the website I received a message stating "SORRY, NO ITEMS CAN BE EXCHANGED OR RETURNED ON THIS ORDER." Needless to say, I was extremely confused by this and thought there was an error. Accordingly, I contacted customer service at ************. My first call was unsuccessful; my second call, the representative disconnected the line; my third call, I asked for a supervisor and was informed that they are unable to transfer calls to supervisors. I explained the ordeal to the representative who informed me that the dress was final sale. Again, when I purchased the dress, there was no indication that the item was final sale; otherwise, I would not have purchased it. I proceeded to explain that my confirmation email states that I have 60 days to return or exchange the dresses. I also looked up the order on the website and it indicated the same. The dress is no longer available, sold out, so I am unable to confirm the veracity of this statement.

  Business Response

  Date: 02/20/2024

  Hello,we see that you have already contacted us regarding this issue via email. You will receive an update soon, so please check your inbox and follow up there for any other information about your order. Thank you and have a nice day!

• Initial Complaint

  Date:08/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction was July 15, 2023. I ordered a pair of Valentino shoes. Order number **************. I received them July 21, 2023. They did not fit and so a filed an exchange and returned them on July 21, 2023. The company confirmed receipt on July 24, 2023. When I called the company on or about July *****, 2023 to follow up on the status of my return. The woman on the phone said it usually takes 72 hours to process the exchange. Again I waited and reached out again out Aug 31. Again their customer service was not helpful in giving me a status of my exchange. Their employee said she would get back to me and she did on Aug 2 with an email stating there was no updated or status change in my exchange. I reached out again after that and told the company I no longer wanted their product due to the fact that they had exhausted the exchange timeline and now I just wanted a full refund. It has been a hellish week communicating with them via Instagram, Email, and phone call. Their customer is not helpful, they read off the script continuously apologize, and provide no solutions. They will also not supply me with the number to their corporate office and refuse to provide a full refund of my money. At this time the company has kept the product and my money and I have filed a fraud claim with my bank Navy ******************** as well. Their business practices are unacceptable and very traumatic for the customer. I recommend their ******************** rating be lowered and their upper echelons of corporate leadership be informed of their bad business practices and treatment of customers. The best resolution going forward includes being fully refunded and compensated for time, energy, and distress caused by this company. Additionally, I elected that all of my phone call be recorded so there is evidence of their employees evading my questions of asking for a status update on my refund and their employee confirming receipt of the item.

  Business Response

  Date: 08/14/2023

  Hello, we see that you have already contacted us regarding this issue via email. You will receive an update soon, so please check your inbox and follow up there for any other information about your exchange. Thank you and have a nice day

• Initial Complaint

  Date:08/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order number is **************. I purchased a few items and some had some damage. I contacted **************** and they requested photos, which I sent. I never got a response from **** despite multiple follow **** I began to worry that I would pass the return window, so I was forced to make a return. **** never ended up responding to my email about the damaged item(s). Upon returning, they charged me a return fee and I would like this return fee refunded since they sent products that were damaged.

  Business Response

  Date: 08/11/2023

  Hello,we see that you have already contacted us regarding this issue via email. You will receive an update soon, so please check your inbox and follow up there for any other information. Thank you and have a nice day

• Initial Complaint

  Date:07/31/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a pair of Sabah shoes described on YOOX website as US Size 9 ******** When I received them they were much smaller. I checked ***** size chart as well as international shoe size conversion charts and neither has an equivalency of 39 to a size 9 US. They insisted they could not help me because I ordered a 39 and received a 39 even though it does not correspond to the advertised US size 9.I am now stuck with a tiny pair of useless shoes and a horrible experience with their customer care.

  Business Response

  Date: 07/31/2023

  Hello,we see that you have already contacted us regarding this issue via email. You will receive an update soon, so please check your inbox and follow up there for any other information. Thank you and have a nice day.