Problems with The Outnet

[HundredMilesAnHour]

Is anyone else having problem with The Outnet customer service? I've used them for YEARS (over a decade) but things seem to have gone pear-shaped with my most recent order.

I ordered some Burberry gloves in their sale last month. When they arrived, I'd been sent the wrong gloves - right size but different style - which were much cheaper than the ones I'd ordered and paid for. I rang customer services and they wanted me to email them photos of the gloves I'd been sent and said they'd contact me within 48 hours of receiving the photos. That was over 2 weeks ago!! (I sent the photos within a few minutes of my call). They aren't responding to my emails and I'm getting increasingly irritated.

I'm not sure if this is a one-off or if it's Covid-related staffing issues or their customer service is just bad. Does anyone have experience of them please?

I've only had good experiences with them but their reviews on Trust Pilot are dire.

Interesting thanks!! I've been using them for so long and never had any problems until now other than their deliveries being so slow once Yoox bought them. Never even thought of looking at Trust Pilot but I will now.

Having read Trust Pilot OMG!! Beyond appalling. Sounds like lots of people have also been using them without issue for years and suddenly their whole business model has fallen off a cliff. I won't be touching them again after reading those reviews. Looks like I've got off very lightly compared to most people.

How sad. The Outnet used to be groundbreaking and so reliable.

I loved OUTNET back in the beginning. All their troubles started when Yoox took them over. Hardly use them anymore.

Loved the outnet for years.Sometimes clothes got delivered the next day.But things have gone pear shaped since Yoox took them over.Also their clearance sale is full of junk now.

I've had issues with them not having the items in stock. They just cancel without informing you. Reimbursement is fast though.

Has your issue been resolved now OP, or are you still waiting?

Still waiting. They've ignored all my emails. Will try calling when I can but I'm sure I'll just be given some bs and nothing will happen. I may have to resort to a credit card chargeback but it's only a part chargeback so it may be complicated.

I'm just relieved that I haven't been ripped off as badly as some of the people on Trust Pilot. The recent reviews are shocking.

I never thought to check Trust Pilot for a company I've used on a regular basis for well over a decade. Lesson learnt!

Yep I’m one of the disgruntled Trustpilot reviewers. Something has gone badly wrong with the Outnet. I eventually got a refund on a faulty item after many weeks and a lot of wasted time on my part. Unfortunately I have just had a very similar experience with Net-a-Porter - not sure if they’re still part of the same company. I also had trouble with a company called Smallable. I think since Brexit some companies are really struggling with the UK market tbh.

I finally had a reply to my emails. They claim they're still looking into me being sent the wrong item. It's been almost 3 weeks now. What a load of bullshit. Obviously the actual item I ordered is long sold out but they seem happy enough to hang on to my money for as long as possible. Tossers.

Another email from The Outnet. They want me to return the item that I ordered but they never sent me. The level of incompetence is outstanding!

I will never order from them again, even if they start selling Prada shoes at £20/pair.