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.

close

Find a Location

YOOX Net-A-Porter Group has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:06/25/2025

  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 am filing this complaint due to what I consider a deliberate and fraudulent failure on the part of Net-a-Porter to fulfill their basic obligations as a retailer.I have been a loyal customer of **************************** for over 7 years. On April 29, 2025, I placed an order which was marked as delivered. However, the delivery was made to an entirely incorrect building. Net-a-Porter shared an image of the supposed delivery location a building lobby that I do not recognize and which is not affiliated with my address.I immediately contacted customer service to resolve the issue and request a refund. Over the course of 3 months, I sent 20+ emails (including photographic proof of the misdelivery i.e., comparing my lobby to the photo they sent) and received only vague responses. For the past month, I have been completely ignored my last 6 emails have gone unanswered.This is not a simple customer service lapse. This is a company that took my money, failed to deliver the product to the correct address, acknowledged this with their own delivery photo, and then refused to issue a refund or respond in any way. This is an egregious breach of consumer trust and a violation of basic retail ***************** it stands, Net-a-Porter has taken payment for an item they did not successfully deliver and has now ceased all communication. I consider this theft, and I am requesting BBB assistance in obtaining a full refund and formal investigation into their business practices.Their actions (and inaction) suggest a company that either cannot or will not support its customers in the event of a failed delivery a serious red flag for any consumer.

  Business Response

  Date: 07/18/2025

  Hello,you have been sent an email, please check your inbox and follow up by replying to it directly. Thank you
  

• Initial Complaint

  Date:06/24/2025

  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 complied with the terms of the return policy inspected the item before I put dress in the box and have been refused a refund stating item was visibly dirty. I tried the dress on to see if it fits that was it. The item is being returned to me. I have also filed a dispute with my credit card company

  Business Response

  Date: 07/18/2025

  Hello,you have been sent an email, please check your inbox and follow up by replying to it directly. Thank you

  Customer Answer

  Date: 07/23/2025

  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:

  While I have received an email stating I would be given a good faith refund, I am still waiting for a refund and I was informed it could be 3-5 days or longer.  This response is similar to previous communications with the company.  

   

   

   

   

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

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

• Initial Complaint

  Date:06/23/2025

  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.

  I placed an order for a project and used Apple Pay to check out. When you use ***** Pay there are no options to elect signature or not or any other shipping requirements. *** left this out in the open and the package was stolen. I reached out to this company for a refund or replacement item. They have refused and blamed me stating I waived signature delivery requirements. I did NOT. I even went as far as providing proof of how it looks when you use ***** Pay to check out. They have ignored all evidence and refused to take any action. They have select and control all shipping options. I did NOT waive any signature requirement. They did. They should be liable and should properly insure all packages as package theft is a real problem in today's day and age. This has never happened in my home before but this vendor is incredibly unprofessional, is LYING that I elected to waive signature when I didn't and owes me $518. I am attaching pictures of the Apple Pay order and what it looks like as proof that there is NO election I made to waive any signature. This is an excuse to keep my funds.

  Customer Answer

  Date: 07/17/2025

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

• Initial Complaint

  Date:06/16/2025

  Type:Product 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.

  - placed an order for ****** ******* satin halter neck midi dress - order number: ************** - order date: 5/14/25 - on 5/30/25 returned the item in perfect condition - on 6/13/25 was emailed saying my refund was denied with the false accusation that This item is unable to be returned for refund as it was returned in a condition in which it was not sent therefore does not meet our return guidelines- responded to the email and called customer support immediately to dispute the false accusation and request proof - was told this would be escalated but have not heard yet and am not confident

  Customer Answer

  Date: 07/10/2025

  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:06/11/2025

  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.

  On June 6, 2025, I placed an order (order# *************** with Net-A-Porter totaling $1,990.07. During checkout, I entered my updated shipping address, but their system defaulted to a previous address I had used in the pastwithout notifying me. I didnt realize the error until after receiving the shipping confirmation.I immediately contacted customer service via text. One package had already been delivered to the old address, which I no longer have access to. The other was still in transit, and they said theyd attempt to reroute it to the correct location. I appreciate that effort, but they refused to refund or replace the item that was delivered to the wrong address. They also declined to contact the carrier to try and retrieve the package.I should not be financially responsible for a delivery error caused by a flaw in Net-A-Porters system. I would like a refund cor the package that was delivered to the incorrect address.

• Initial Complaint

  Date:05/28/2025

  Type:Delivery 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 bought a pair of shoes that started falling apart during their first wear. (Order placed 4/30/25, shipped 5/7/25, delivered 5/12/25, and worn once on 5/14/25. My first email regarding the problem was also sent 5/14/25.) Im talking the leather lining on the inside of the sole disintegrating and dyeing my feet and toenails black (nasty!) and I work an office job and sit at a desk all day so nothing strange or strenuous happened to these shoes outside of a few hours of normal wear. I, of course, reach out to customer service hoping to get a refund or even a site credit for being sold defective shoes. I emailed 5/14/25 as mentioned above and today it is 5/27/25. I have been going back and forth with them this entire time, getting vastly different answers in each email. I was initially told as a one time courtesy I could return these defective shoes. However in this email, it stated I would be given a prepaid return label, which was not included. So I innocently replied that there was no return label and also that I didnt have the original shoe box as I threw it out not knowing these shoes would be faulty and if this was a problem. I get emailed back that they now cannot accept a return without the box (as if they were going to put these shoes that are literally falling apart back up for sale on their website????) and offered no other resolution. More back and forth, and their latest solution is to offer me $25. Twenty five dollars for a pair of $190 shoes that are completely and absolutely unwearable. For being related company wise to Net-a-Porter, the fact that they wont refund a customer they sold defective shoes to is insane. Probably a multi million if not billion dollar conglomerate that is refusing any culpability and responsibility for selling faulty products to their paying customers is crazy.

  Customer Answer

  Date: 06/21/2025

  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:05/19/2025

  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 am filing a complaint against The Outnet, part of the YOOX Net-a-Porter Group, regarding a denied price adjustment that I believe is unfair and inconsistent with their stated policies.On April 25, 2025, I purchased a pair of ******* ******** *******-embellished satin sandals in blush *** 40) for $517.16. I originally ordered my regular size, but due to fit issues, I exchanged it for the exact same item in a different size. The color, style, and product number remained unchanged.Soon after, the sandals dropped in price to $285 a $232.16 difference and I requested a price adjustment within their eligible window.Despite this, The Outnet refused the refund because of the size exchange, even though it is the same product. I was told I could either return and repurchase or receive store credit, which I find unreasonable.I escalated the matter to a supervisor and manager, but was still denied a resolution. I rarely request price adjustments and feel this situation warrants an exception or fair treatment under policy.The fact that I bought the item directly from The Outnet, and then the same item (same color, style, product number) dropped in price on The Outnets own site after your purchase and they are refusing is insane. Resolution Requested: A refund of $232.16 to my original payment method, as I am within the stated adjustment window and only exchanged sizes due to fit.Screenshots available as proof of purchase, exchange, and price drop.

  Customer Answer

  Date: 06/21/2025

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

• Initial Complaint

  Date:05/19/2025

  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 am filing this complaint due to Net-A-Porters repeated refusal to assist with a return, despite conclusive proof that *** lost the package and that all return procedures were followed correctly.Summary of Events:On April 18, 2025, a return package was dropped off at a *** Store using the correct Net-A-Porter return label. A receipt confirming the drop-off is attached.A screenshot of the correct return label (dated April 18) forwarded to the *** store for them to print and attach to the package is also provided. This was the label used on the package.A miscommunication at the ********* initially led to the wrong tracking number being given to us, which created confusion.The store manager later confirmed in writing that the package was dropped off correctly and the wrong receipt was issued in error. They have offered to verify this directly.A replacement receipt was issued on May 6, which Net-A-Porter then rejected, claiming it was "past the return window"despite previously acknowledging the error and ************ has admitted they lost the package and accepted responsibility. However, Net-A-Porter is refusing to initiate an investigation with *** or offer any resolution.Resolution Sought:I am requesting that Net-A-Porter either:Issue a full refund for the returned merchandise, or Open a formal investigation with *** to resolve the lost package claim.Supporting Documentation:I have email correspondence, a *** drop-off receipt, the correct return label forwarded email proof, and a written statement from the *** store manager all confirming that the return was valid and ************ Notes:This issue has dragged on for weeks, despite clear proof of compliance and responsibility. Net-A-Porters current position is unreasonable and unacceptable.I am filing this complaint in hopes of receiving a fair and timely resolution.

  Customer Answer

  Date: 06/14/2025

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

• Initial Complaint

  Date:05/12/2025

  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.

  Complaint Description:I have not received refunds for the following four orders placed on NET-A-PORTER:1.Order #********: Amount US$587.24 2.Order #********: Amount US$37.71 and US$206.88 3.Order #********: Amount US$37.71 and US$129.30 4.Order #********: Item ***** **** one-shoulder satin dress, Amount US$1,610.86 Total amount: US$2,480.40 None of these orders show any refund records in my NET-A-PORTER mobile app. I have contacted NET-A-PORTER customer service multiple times and received contradictory replies. In one email, they claimed that all orders had been refunded. In another, they stated that Order #******** was processed as an exchange.However, the two bank accounts I submitted when registering with NET-A-PORTER have no record of receiving any of these four refunds. NET-A-PORTER has refused to provide any refund proof or information on where the funds were returned. They have repeatedly shifted responsibility and failed to address the issue.I respectfully request that the BBB assist by urging NET-A-PORTER to:Provide specific information and bank documentation related to the refunds;Issue full refunds promptly for any outstanding amounts;Clearly explain the processing and refund details of Order #********.Thank you for your assistance and support.

  Customer Answer

  Date: 06/09/2025

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

• Initial Complaint

  Date:04/28/2025

  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,
  
  **** **********