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:01/20/2025

  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 regarding an issue with my recent order (Order **************).I placed this order specifically to take advantage of the Amex offer of $300 spend, get $75 back. However, The Outnet inexplicably canceled one of the items in my order without any notification. I only discovered the cancellation when I proactively reached out to their customer service.Their representative claimed the cancellation was due to the item being out of stock, but this explanation is untrue. The item has remained available on their website. It can still be added to the cart and purchased, which directly contradicts their explanation. This blatant inconsistency raises serious concerns about the integrity of their operations.I requested an explanation and compensation for the inconvenience caused, as their unwarranted cancellation rendered my order ineligible for the Amex offer. Instead of addressing my concerns, The Outnets customer service team responded with repetitive, meaningless automated replies from various representatives (****, ***** and *******). Their refusal to take responsibility or offer a meaningful resolution is *************** make matters worse, if I were to return the remaining items in the order, I would be required to pay the return shipping fees out of pocket. It is outrageous and unreasonable for a customer to bear additional costs due to The Outnets errors.This behavior is deceptive and feels like outright fraud. They lured me into placing an order with the promise of an Amex offer, only to cancel part of the order without cause or notification, preventing me from benefiting from the offer. Furthermore, they expect me to cover the return costs if I choose to cancel the remaining order.I am demanding an immediate explanation and resolution from The Outnet. At the very least, I expect a full refund for this transaction and accountability for their misleading practices.Thank you for your attention to this matter.

• Initial Complaint

  Date:01/20/2025

  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.

  I placed an order on Dec 22, 2024, for two pairs of 100% white cotton briefs that were on sale. The total for the items was $36, plus $10 shipping (total $46). When I received the order, I tried on one pair to make sure they fit (which they did) then immediately washed both items per the care instructions (wash without bleach and tumble dry low). When I went to fold my clothes, I discovered two large yellow stains on the back of the waistband of both pairs of underwear. I always wash my whites separately and these were the only items that had any stains or discoloration.On Jan 7, I called Mr. Porter customer support and was told to send them an email with a picture of the damaged items, which I did. Three days later on Jan 10, I received a response from Support asking if I had washed the items per the care instructions, which I confirmed. Five days later on Jan 10, I received the following response: "Having inspected the items, we can confirm that the damage to them was caused by improper care and is therefore not faulty."I responded that this was not true, and that there is no reason both items should have visible discoloration after a single wash and before being worn. I told them I suspected they were known to be defective, given the items were being sold at 60% off. I asked them to escalate the matter and that if they were unwilling to do so, I would file a complaint. I received a response on Jan 18 that they would not be offering a *********, I received two pairs of yellow-stained white underwear (which, by the way, were supposed to be gray) and was refused a refund because I washed them before wearing them. Obviously I will not be wearing them now. I would appreciate any help in resolving this issue. Please feel free to reach out with any questions.Thank you,******

  Customer Answer

  Date: 02/13/2025

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

• Initial Complaint

  Date:01/20/2025

  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.

  On 12/24/24 I purchased a pair of ******* *** leather boots via the Outnet for $433.32. The boots did not fit and I requested a Full refund from The Outnet. The Outnet sent me a prepaid *** Label with tracking number ******************  I received email conformation that The Outnet received the Boots back on January 6th, 2025 at 11:50am. I called The Outnet and they said my refund was issued on January 10, 2025 but it is mow January 17th and I have mot yet received my refund back into my Debit card. My **** Chase usually takes 2 or 3 days to post refunds back onto Debit cards and it shows in the bank account immediately. It will soon be 8 days and I NEED MY MONEY REFUNDED TO ME. If The Outnet really processed my refund, it wouldn't take this long for me to receive it. Please Investigate the Outnet and tell them To PLEASE GIVE ME MY REFUND ASAP. I am not going to let them steal my money from me. I work very hard for my money. Your Assistance is Greatly appreciated. Please make the Outnet refund my $433.32, immediately. You may call me at ********** or email me at *************************** Thank You very much for your Assistance!

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  - 10/26/2024 item was ordered from net a porter (Order number: *************).- 10/30/2024 item was marked as delivered via *** & net a porter, but I had not received the item.- I contact net a porter support, they refuse to refund me even though I hadn't received the dress and they claimed I had. - because I never received the dress and they said I had, I dispute the charge with ************* reimburses me while they investigate.- 11/4/2024 item is delivered to my address.- I removed my dispute from ***** since I received the item, ***** reissues the charge to my credit card.- I try on the Item and it was not what I was looking for, so I return the item.- 11/13/2024 net-a-porter confirms they have received my returned item in the mail, (return number: **************). They say it will take up to 10 business days to receive the refund in my original form of payment.- 10 business days go by, I do not get refunded. I contact net a porter, net a porter says they issued the refund and now it needs to be dealt with my *****.-I spend the next 6 weeks submitting dispute after dispute with *****, over 10 hours on the phone with ***** customer service. ***** says that because we had disputed this charge once (and cancelled the original dispute) there is nothing they can do to help us get the money back. ***** has no record of net-a-porter sending the money to my account.-I call **************************** support several times. They promise they will send over proof of the refunded amount via email. Once I get off the phone with them I never receive any such proof. Where we stand:- Net a porter support refuses to send proof that they sent the money back to *****.- ***** claims they have never received any such refund from net a porter and because we had already disputed and then cancelled our dispute once, they cannot open another dispute with us.- I have returned the dress, net a porter confirmed I returned the dress, and yet I never got my $696.42 back. Please help!

  Business Response

  Date: 01/23/2025

  Hello,we see that you have already contacted us regarding this issue. 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: 01/29/2025

  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:

  Net a porter contacted me to let me know that there is a chargeback with my bank and that is why they havent refunded me. They said once my bank confirms the chargeback is closed I will receive my money. I got proof from ********** that there is no open chargeback and ***** also confirmed that net a porter can move forward with issuing the manual refund. I contacted net a porter and let them know, however, they still have not issued the refund. I got an email today saying they have sent it to another team and are working on it. At this point its been 3 months since I spent my money and they are holding it without issuing the refund for no reason. 

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

• Initial Complaint

  Date:12/17/2024

  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.

  An order containing two pair of boots, one pair which didn't fit, one pair which was damaged on the inside, was returned to YOOX on Nov. 15, 2024. They allege a turn around time for refunds between 3-5 business days.Nevertheless, a full month later, **** has failed to provide me with a refund. I have screenshots indicating that the boots were inspected and accepted for return, I even have a screenshot that they were refunded. THAT IS A LIE.Regarding this matter, I have called **************** on three separate occasions, emailed them twice. Each time they promise to investigate, each time they fail to offer any resolution.The last response I received from them indicated that the amount, a whopping $298.07, had been refunded. THAT IS A LIE. It never *********** a long time customer of over 12 years, I am totally outraged. Needless to say, they have lost my business FOREVER. Reports to the Attorney Generals of those states that they operate in are forthcoming. These people are CROOKS.

• Initial Complaint

  Date:12/04/2024

  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.

  Date of Transaction: November 7, 2024 Order Number: ************** Amount Paid: USD ******** (including taxes)Details of the Dispute:YOOX created a tracking label with *** on November 8, 2024 (Tracking Number: ******************). However, as of today, December 2, 2024, *** has not received the package. The order status remains "Ready to Ship," but it has not actually shipped. I contacted YOOX on three occasionsNovember 27, November 30, and December 2to resolve this issue. Each time, **** representatives assured me that the issue had been reported to their internal team but could not provide a specific timeframe for an update or resolution.I proposed two possible solutions during these communications: 1. Expedite the shipment of the order;2. Cancel the order and process a refund if shipment is not possible.Unfortunately, **** claimed that the order is still in process, and therefore they cannot cancel it or issue a refund. As a result, I am left in limbo, with no resolution in sight. My money remains tied up, and I have no clarity on the status of my order.While I would prefer YOOX to fulfill the order and ship the items as soon as possible, I require a definitive update on the status of the shipment, including a concrete timeline for when the items will be shipped. If the shipment cannot be completed promptly, I request an immediate cancellation of the order and a full refund.Thus far, **** has only stated that they are waiting for their internal team to provide updates. They have not taken concrete steps to address the delay or offer alternative solutions. This lack of responsiveness and inability to provide a timeline has caused significant frustration and inconvenience.

• Initial Complaint

  Date:12/04/2024

  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.

  My order was shipped and delivered significantly quicker than the quoted 8-10 day delivery timeframe which led to my item now being missing. I placed my order prior to leaving to travel for Thanksgiving under the impression that it would be delivered within 8-10 business days as quoted by YOOX which would have placed the delivery date around December 4th-6th, which is well after my return from holiday. Instead, my order was delivered November 30th, only 4 days after shipping and significantly sooner than quoted. When my order was placed, I reached out to both YOOX and *** to attempt to either hold my delivery, change the address, or change the delivery date. YOOX advised me to contact ***, and *** told me to contact YOOX as they had the ability to alter the delivery date, etc. Neither parties provided me with any assistance and my package was delivered while I was out of town and it is now missing. YOOX advised me to file a police report and reach out to my apartment management. I do not even live in an apartment and the police cannot help me receive my merchandise. My package is missing and YOOX will not help me. I purchased the last item in stock so I cannot even repurchase the item.

• Initial Complaint

  Date:11/25/2024

  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 have brought to this business attention that they are charging inappropriate sales tax for the state Of RI in July 2024 yet they have not corrected it yet.

• Initial Complaint

  Date:11/20/2024

  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 *************** regarding an incomplete and mishandled order, along with inadequate customer service in resolving the issue.Order Details:1. My order included five items:Two items were not ************* item arrived damaged.2. The package itself arrived in poor condition, with the box ripped and taped back together, indicating mishandling during transit. This would also explain why two items were missing and one was damaged.Resolution Attempt: Upon noticing the issues, I immediately contacted Armani Exchange and provided:- Photos of the damaged box and product.- A clear explanation of the missing items.Armani initially claimed they would contact *** to resolve the issue, but despite multiple follow-ups via phone and email, I have received no updates, replacement items, or refund.After weeks of inaction, I was forced to escalate the matter by filing a dispute with my payment provider. ****** is now contesting the dispute, leaving me without the items I paid for and no resolution.Unacceptable Treatment This experience highlights several failures on Armani Exchange's part:- They failed to fulfill the order as promised.- They failed to take responsibility for the lost and damaged items.- They provided no meaningful communication or resolution despite my repeated efforts.Requested Resolution I am requesting:1. A refund for the two items that were never delivered and the associated taxes.2. A refund for the damaged item, as I received no replacement or compensation.Supporting Evidence I am providing the following:- Photos of the damaged box and item.This experience has been deeply frustrating. The lack of accountability and communication from ****** has made it impossible to resolve this issue. I am requesting a refund for the items I did not receive, including applicable taxes.I would appreciate your assistance in resolving this matter.Thank you for your time and attention.**** ******

  Customer Answer

  Date: 12/14/2024

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

• Initial Complaint

  Date:10/29/2024

  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 placed an order on Oct 17,2024.Order number is ***************** has hold my money for couple of days but not ship out any goods. I have no patience to wait it any longer and have asked them to cancel my order and issue refund for several times,but I still havent gotten any resolution yet.Please help me ask the merchant to issue refund.Thanks