What is going on at Net a Porter?

[Burpalot]

Comments all over Instagram and Twitter from people saying orders placed weeks, and in some cases months ago, have not been dispatched. Customer service responses fobbing people off, and not answering questions. These are high value orders. I've got a bit outstanding myself. They have always been EXCELLENT. I'm worried they're about to go under and take my £££ with them. Whatever you do DO NOT order from them at the moment

I’m waiting for an order from there too, I ordered on 15th June, just checked on the website this morning and the status has just changed to awaiting dispatch. So fingers crossed they are getting orders sent out soon. Will not order from them again though, communication has been so poor!

That might explain why I've been corresponding with them for about six months about a defective item and their requesting more photos each time.

However, this sort of thing becomes self-perpetuating, so just make sure you use credit card. Ion wonder whether there are supply chain issues with items made in Italy and Spain due to Covid. Also they may be slower in warehouse if observing social distancing correctly.

I ordered last week and it took three days for it to be posted out to me.

The Sale is on at the moment and I can never understand why they can't resource you for it. This happens every time. I always end up complaining waiting a week for a delivery when it should be next day if ordered before 1pm. I'm in London, offices are in London, warehouse in London.

Since they've re opened I've not had any issues with delivery or returns. They've been using DHL in London rather than the normal NAP vans, but as soon as the Sale hits. Bad service.

It's their 20th anniversary this month and I've been shopping with them since the start. I got a thank you email. Was surprised they didn't offer a voucher or a small token to be honest!

I ordered something just after they reopened from lockdown, and it took two weeks to dispatch so I dread to think how long it's taking now they are in sale.

I think something is up with the parent company Yoox. A year or so ago The Outnet briefly closed then reopened with a different infrastructure, they used to have a shoe site which folded some time ago too.

Matches Fashion on the other hand are brilliant, I never choose express delivery because I usually get normal delivery the next day or day after that latest. Brilliant customer service, never had a problem.

I ordered something just after they reopened from lockdown, and it took two weeks to dispatch so I dread to think how long it's taking now they are in sale.

My order took 3 days to be dispatched.

I’ve been waiting for an order placed on June 15th, emailed them and got a reply yesterday to say that they were experiencing delays due to social distancing measures and it would be another 10 days. DM’d then on Instagram and then got a dispatch email saying that it would arrive this Monday.

I do wonder if they may be struggling. Ordered stuff from the Matches and Cos sales the same day and everything arrived within a few days.

It would be a shame if they went under but I don’t think I’d miss them now as much as I would have a few years ago. There are so many other places doing what they do now but doing it better.

I’ve shopped with them for years since 2005!

Don’t really think they are having trouble,
I had no problem with getting an order I placed right after they've reopened, But I’ve had trouble with orders from other places and it was due to sort facilities being overwhelmed.

They do seem to have the worst stock lately and worst stylists , they were pretty good at styling but now are more focused on trends. Everything is styled with cropped top and/or mules ,

I didn’t bother with looking at sales as i hardly had anything on my wishlist other than underwear !

I stopped ordering from them shortly after they merged with YOOX and Natalie Massenet departed. Service dropped incredibly quickly. I live in central London with an EC postcode. I would always received items within 24 hours, even if I purchased something standard delivery. This changed to within 3-4 days. Returns took ages to be received their end, and refunded. I used to buy lots from The Outnet, but that took a huge nosedive on every level, particularly delivery which took forever, as did their returns which went from being processed within 48 hours of return, to a few weeks.

What I do know is that I expect better, and took my custom elsewhere. I no longer shop with them. I don’t like their buy, the way they now style clothes or the recent overhaul of their website. Matches has better service, a better selection of stock which is styled excellently, and they offer regular discounts/reward loyal customers who shop a few times a season. I also usually receive my order within 24 hours, even though I select standard. (Unless it’s the weekend).

Possible they have furloughed too many employees and are struggling with the weight of orders in sale time?

I’m glad it’s not just me that finds Naps recent direction in styling disappointing .

BlackSwan probably true, or maybe they’ve reduced number of people because of social distancing,

I had no problem with same day deliveries with Nap, usually by afternoon if placed at mornings.
They do have better returns than others, pretty quick.

Matches also has 10% extra off this morning, I noticed, not that I need any more clothes.

I ordered from them last week - it came out straight away. (same day). Sent part of the order back yesterday - again I arranged it all in one day. I agree the content of the site is not as good as it used to be though.

The Outnet on the other hand has been awful - weeks to get the order to me, and weeks to get the refund.

Oh no! Thanks for the warning! Hope it gets sorted for those who are waiting on orders / replacements 🤞.

This is so interesting. Customer Service is everything at this price point. They need to get a grip on it.

Did anyone see this?!

Every insta post has people complaining under it.

Oh wow that is bad!!! Their social media responses are terrible too.
I've vowed never to go back and have just placed orders with Matches and Mytheresa instead

Love Matches! Do their sale things come in the lovely box?

I’m waiting for an expensive item from Net a Porter too. Assumed the delay was due to Covid. Tbh not fussed about timescale as long as I receive it. Slightly worried now!

@PersonaNonGarter

Love Matches! Do their sale things come in the lovely box?

Be sure to select the fancy box rather than the ‘eco’ box when placing your order. Standard delivery is £5, and for that I expect a fancy box!

Q: ‘Fancy’?
A: ‘Always’

Has anyone received their stuff from NAP yet? Two weeks on and I've still heard nothing...

Nope. I ended up cancelling my orders with them. Ordered something from Matches on Sunday and had it Tuesday morning. Ordered something with Mytheresa on Saturday and it's arriving today. I won't be going back to NAP.

I think I'm most annoyed by their terrible customer service responses more than the delay. It's a luxury premium store - and the responses have been copy and paste 'we're sorry to hear that please DM us'. Rather than transparency and honestly about what a fuck up they've made. ASOS and Tesco do better.

Been waiting two weeks and it’s still showing as processing. I wasn’t near running out of moisturizer when I ordered, but I am now!

You’d think they’d throw more resources out there seeing as it’s the sale; this happened last year too. I’m unlikely to use them again after this, they’ve been increasingly crap over the last year or so.

I should’ve used Premier delivery! Mind you, last time I did that it still took six days and I had to ask them to refund the delivery charge.