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.

  80 River Street Hoboken, NJ 07030

• 

  YOOX Corp.

  125 Delawanna Ave Clifton, NJ 07014-1529

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:04/28/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 pair of jeans for $272.19 from ******************************************* (Net-A-Porter) on December 18, 2024. The jeans didn't fit me, and I promptly returned them back to Net-A-Porter with their prepaid *** return label. They were delivered back to Net-A-Porter on December 23, 2024 and I received a confirmation from the retailer and *** that they were received. According to their website, returns are processed within 3 business days. This didn't happen, and I continued to contact them via email and phone to inquire about my return. I kept being told that the return was being processed but it never happened. I told them I would have to contact my creditor, ****** Credit, to ask them to step in if my return wasn't processed. I was then verbally threatened by a supervisor over the phone at Net-A-Porter and told that I would never be able to shop at their website again, and that my credit would not be processed if I filed a claim. I filed the case anyway, and the retailer's response to ****** Credit was that due to the open dispute, they could not process the credit and that I needed to close the case in order to get a refund. ****** Credit shockingly, to me, closed the case, rather than getting me the refund. I then went back to square one, emailing and calling Net-A-Porter for several weeks. I kept being told that the dispute was still open and they couldn't process the credit. ****** Credit confirmed that the case was closed and that the retailer should have no issue processing the credit. I went back to ****** Credit and reopened the case because I was getting nowhere with my daily calls to various supervisors. I submitted documentation via fax & regular mail to ****** Credit as evidence that I was legitimately owed a refund for a returned item that was accepted by the retailer but never credited. I have since opened two disputes with ****** Credit that were decided in my favor and then rejected. The business kept the ********** money & the creditor won't help me.

  Customer Answer

  Date: 05/22/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by YOOX Net-A-Porter Group regarding complaint ID ********.
  
  Sincerely,
  
  **** **********
  

• Initial Complaint

  Date:04/14/2025

  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.

  An exchange (different size) for online order was refused. Mr. Porter claimed it was because of "visible dirt and scratched soles" on the shoes. I have photo evidence this is not the case and asked them to explore options. No response from company even after multiple follow-ups. Extremely poor customer service. At this point, I would like a refund.

  Business Response

  Date: 04/24/2025

  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:04/08/2025

  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 ordered a pair of white AF1 through the ** ********************** app. ORDER: ************** DATE: FEB 2, 2025 TOTAL: $124.40 and used the app Klarna to pay for the shoes in an installment. The shoes were ordered on February 2, 2025. When ordering you have the option to opt out of a signature when getting the item/items delivered. I wanted to be able to sign for it, so I didnt opt out of that. On tracking, it showed it was out for delivery on February 7th, 2025. I wasnt home, so no signature could be issued, and the shoes were marked as delivered, but my package was completely missing. I asked all my neighbors if they had seen it and I got all the same response, no. I contacted Mr. porters customer service on February 7th, 2025 asking about an update on the order, and the response I received was, DHL or *** used for delivery? Have you made a claim before (including other claim types)? What contact method did you use to alert ****? Was a signature required for this delivery Have you checked with any neighbors, other household occupants, building staff, or work colleagues? If the answer is no, please check with the customer before sending this email. If a residential address, have you checked around the house area (e.g. porch, garden) or in bins? If the answer is no, please check with the customer before sending this email. Do you recognize the signatory or photograph location on tracking? Did you make any special requests to the courier prior to delivery? If yes, please state what and how. I responded to them and answered all questions and then received an apology email. After waiting a couple days, I called and asked if they could refund or send an replacement of the item. And she told me that theres nothing they can do. And now they arent responding to my emails or anything.

  Business Response

  Date: 04/24/2025

  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:04/04/2025

  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 am writing to formally submit a complaint against ****, an online retailer, regarding a pair of Giorgio ****** ankle boots with the following information:- Date of Transaction: 17th February, 2025 - Order number: *************** - Tracking Number: ****************** - Amount: $308.46 ($291 and tax)I purchased a pair of Giorgio ****** ankle boots for $291.00 from ********. The product was delivered to me on February 24, 2025. Despite being labeled as final sale, I expected the boots to meet a reasonable standard of quality. Unfortunately, after wearing them only once, the soles separated significantly, making the boots entirely unwearable. I immediately contacted ********************* to report the issue when I found it this week. I provided detailed photographs showing the severe damage, clearly demonstrating that this was not the result of normal wear and tear. However, YOOX rejected my claim, asserting without justification that the damage was due to wear and tear and not a manufacturing defect. They further suggested I seek repairs at my own expense, which I find completely unacceptable.Under the Uniform Commercial Code (UCC) *****, products sold by merchants are subject to an Implied Warranty of Merchantability, meaning the goods must be fit for their ordinary purpose. A luxury product like Giorgio ****** boots that fall apart after a single wear cannot be deemed merchantable. The severe separation of the sole indicates a manufacturing defect rather than any form of misuse or natural wear. While the boots were labeled "final sale", **** failed to provide any conspicuous and clear disclaimer of the implied warranty. Under UCC *****, a valid disclaimer would require terms like "as is" or "with all faults" to exclude the implied warranty protections. No such language was used, and there was no indication at the time of purchase that the shoes were defective. I am requesting 1) A full refund of $291.00; or 2) A replacement pair of equivalent value.

  Business Response

  Date: 04/24/2025

  Hello,we see that you have already contacted us regarding this issue via email. The refund was issued as the chargeback that was raised was issued. Thank you and have a nice day
  

• Initial Complaint

  Date:04/02/2025

  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 placed an order for a pair for ********************* from Net a Porter on March 9. They were delivered on March 11. The shoes were too big and the following day I requested a return label. I shipped the shoes back within 1-3 days and they were received by Net-A-Porter on March 17. The shoes were never worn and only tried on in my apartment for sizing. The return was then denied by Net-A-Porter, claiming that they were worn and that there were visible signs of wear on the soles of both the shoes. After the return was denied, the shoes were returned to me. Upon receiving them I inspected the shoes and saw no signs of wear on the soles. Net-A-Porter is manufacturing lies to deny my return. Their return policy is fraudulen.I have photo evidence the shoes were not worn and I have it in writing that Net-A-Porter denied the return because of this fact. I have attached them below and can provide more images of the shoes that are currently in my possession.

  Business Response

  Date: 04/24/2025

  Hello,we see that you have already contacted us regarding this issue via email.  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:03/31/2025

  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.

  Basically YOOX website is selling clothes declaring them to be authentic when they arent After proving that the garment was fake I was then told its marked as final sale so I cant return it But its marked as final sale because they know its fake and are trying to avoid the headache

  Business Response

  Date: 04/24/2025

  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

  Customer Answer

  Date: 04/24/2025

  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.
  
  Sincerely,
  
  **** ********
  
  
  
   
  
  

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The shoes I purchased were damaged upon arrival to the point of requiring a 65$ repair job, after an insanely long back and forth with the customer service department (3 phone calls and over 10 emails over 5 days) the solution offered was laughably inadequate. When purchasing from a high end retailer you expect high end customer service but this certainly was not. They even refused to provide an even exchange for a non defective pair. Truly disappointing and pathetic service.

• Initial Complaint

  Date:03/25/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Ordered 3 items March 5th and items said they were delivered but nothing ever showed up now company ask for 10 business days to investigate on the 12th and today is the 25th and still no resolution company seems to be holding my Money and refuse to refund

  Customer Answer

  Date: 04/19/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by YOOX Net-A-Porter Group regarding complaint ID ********.
  
  Sincerely,
  
  ***** *******
  

• Initial Complaint

  Date:03/17/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 very first order with NAP was unsuccessful and canceled. I called and they told me there should be a OTP. I called my bank and there was no issue whith a bank and no OTP. I had email them multiple times and not able to resolve this issue. They say its from my bank and my bank says its them. So i did a 3 way call and still waiting for them to process my order.

  Customer Answer

  Date: 04/13/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by YOOX Net-A-Porter Group regarding complaint ID ********.
  
  Sincerely,
  
  ***** *********
  

• Initial Complaint

  Date:03/14/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 pair of shoes on 2/24/2025 totaling $1072.12. I received them on 2/27, tried them on inside my home for about 20 seconds, and realized they were too big and immediately put them back in the packaging as they arrived and shipped back the next day. I got an email on 3/6 saying that they had received my return, and then on 3/8 and email stating that they would not accept my return because the item was dirty and therefore would not refund me. I asked for photo evidence which they did not provide, and also asked if the item was inspected and photographed before shipment to prove that the item wasnt damaged before it was shipped to me. Again, they could not provide that. They then said they would ship the item back, but I have not recieved the item and the courier hasnt even recieved the package. They essentially have my money and the shoes. Id like to report this fraudulent company and have them investigated as I can now see many similar customer experiences on **************. I want my refund and will never purchase from this company again.