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Business Profile

Online Retailer

YOOX Net-A-Porter Group

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

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

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

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    Customer Complaints Summary

    • 215 total complaints in the last 3 years.
    • 75 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/23/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Made a purchase but didnt receive my parcel. This company gaslighted the whole situation. **** was very rude et unwilling to help . Apparently *** had delivered my package to someone else et told me to go look for it.really. I would hope that **** and *** would be willing to help but they proved once again how disingenuous they are. They dont value customers Et have put up walls to avoid any confrontation and to hide thier lack of accountability. They are gaslighters at best. Services are horrible and their business is horrible. Now I know why they have such bad reviews et reputation

      Business Response

      Date: 08/29/2022

      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:08/19/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Company refuses to refund me for a return in their possession. Every time we call we encounter rude customer service employee that stone wall me and say there is nothing they can do. The company owes me $900.

      Business Response

      Date: 09/01/2022

      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:08/18/2022

      Type:Order Issues
      Status:
      Answered
      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 : Thursday, June 30, 2022.I placed on order with the retailer NET-A-PORTER ON 06.30.22. Order was delivered on July 2nd. Upon opening my package, there were no items in the box. I immediately contacted the retailer to advise them of this issue. I was told they would need to open an investigation and that I should send pictures of the damaged box. On July 22nd I received an email from retailer letting me know that through their internal investigation it found that their warehouse had no CCTV and that they could not confirm whether or not the items were placed in the box for shipment. Retailer asked if I still had the damaged box because they were now moving the investigation to the carrier *** and they would need to inspect the box. This is not 20 DAYS after the initial investigation began and I have since discarded the box as I was not asked to keep it. NET-A-PORTER concluded that even though they could not prove the items were ever placed in the box, since I no longer had the box they were closing the investigation and that I would not be getting a refund. I decided to contact *** on my own and send them the photos I had initially sent to the retailer. *** concluded that the package was damaged and that I was owed a refund. NET - A - PORTER REFUSES TO REFUND ME.

      Business Response

      Date: 08/31/2022

      Hello,

      We are sorry to hear that you didnt receive your order and wanted to advise that we have refunded the sum of ****** USD to your original
      form of payment on August 22, 2022.

      As the refund is issued by ******,I recommend that you contact them directly via the app for an update if you
      have not yet received your refund..

      Please let us know if you require any further assistance.

    • Initial Complaint

      Date:08/15/2022

      Type:Delivery Issues
      Status:
      Answered
      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 date of this transaction is on Jan 8th, 2022. The amount that I have paid to the business is ******* USD, the business committed to deliver me a pair of ************************************** and sapphire cufflinks. On Jan 11th 2022, the carrier *** has displayed the status as delivered on the tracking page, but we never received it. Therefore we have contacted ** ********************** for investigation, they have not given us any update until I followed up again in March, and found out they never opened an investigation with *** yet, so they started to investigate since March. After a couple of weeks, ** ********************** insisted that the package was delivered to the right place, advised by the carrier ***. But when I contacted *** myself multi times, the first time I have been told that ** ********************** just closed the investigation on their end, so *** thought this has been resolved but in fact this is not true, and after the following investigations, *** has informed me that the package was returned to the sender, which is ** **********************. In other words, the package has never attempted to deliver to us. However, after complaining and attached all these evidences to ** ********************** as well as their executives by emails. They still insisted the package was delivered successfully to us. While *** has advised me to request ** ********************** to make a claim from them previously, but ** ********************** just refused to do so for some reasons. The business has not tried to resolve the problem in any way, the order number is **************. The payment card name is *******************, the delivery receiver name is **************.

      Business Response

      Date: 08/15/2022

      Hello,

      We see that you have already contacted us regarding this issue and we have responded accordingly with a decision.

      Thank you and have a nice day.

      Customer Answer

      Date: 08/15/2022

      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]

       

      I still have not received a full refund yet. 

       

       

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


      Sincerely,

      *******************




       

      Business Response

      Date: 11/29/2022

      Hello,

      We have followed the Terms and Conditions of our website.  We recommend
      reaching  out to your card issuer for further assistance.

      Best regards

      Customer Care 

      Customer Answer

      Date: 11/29/2022

      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]


       


       dishonest merchant refused to refund me even though my order has not delivered to me.


       


       


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




      Sincerely,



      ******* **









       

    • Initial Complaint

      Date:08/11/2022

      Type:Product Issues
      Status:
      Resolved
      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 placed an order ************** on Yoox website on 06/23/2022.However,I found the sweater wasnt the one I ordered. My cashmere sweater was replaced with cotton!I have sent this issue to Yoox customer service.But they just offer me a price adjustment for an extra $10.00 off the price I paid for the product.Im in ***** now, so they refused to bear the international freight. I ask for a full refund, or they bear the international return freight.

      Business Response

      Date: 08/11/2022

      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: 08/15/2022

      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:08/11/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 received a product (a purse) as a gift from this company. I decided to exchange it for another color. After numerous incorrect attempts to pick it up ( they kept picking it up from an office I no longer work at) they finally retrieved it from my building. I called numerous times again to reconfirm that they had the CORRECT address to deliver the new purse to. Today they called me to say that I will not be getting anything because there was a system error and rather than exchanging my purse, they refunded it to the original persons credit card who ordered it. Now I am without ANYTHING and they refuse to do a thing about it. This is the worst experience Ive ever had and its hard to believe that this is even a real company. I have my doubts about that.

      Business Response

      Date: 09/02/2022

      We see that you have already been in contact with us regarding this issue and we have responded accordingly.

      Best regards,

    YOOX Net-A-Porter Group is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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