The OUTNET - AVOID

[cosywintercashmeresocks]

Just a PSA for any unsuspecting customers out there. The OUTNET (following the sell off / new owners) are absolutely not to be trusted.

Please people be very wary of being swayed by their current sale prices. They are not shipping items, not honouring refunds and not responding to complaints.

Payal have also now been removed as a payment option which is a HUGE red flag.

I like many others have monies outstanding for an order / returned and accepted months ago and also a ‘phantom’ order which they have confirmed will not be fulfilled but also have failed to refund.

I have had to request a charge back and also request PayPal step in for both orders. PayPal have confirmed that they are aware of The OUTNET and their current practices.

https://uk.trustpilot.com/review/www.theoutnet.com

Their website / app is now such a shambles I can’t be bothered anyway. It is the least user-friendly site I have ever tried to navigate and basically I have stopped bothering

I am trying to return something though and you now have to get ‘approval’ before sending something back. Haven’t had a response and it’s been a few days

Thank you for this post I have been eyeing a handbag up!

Disappointing to hear. I used to shop there loads.

@damemaggiescurledupperlip all the best with getting your return sorted

@Ovoemconserva pleasure, I’m so glad you saw this before placing an order. Honestly the Net-a-Porter Group glory days seem to be over, this is a new totally unrecognisable beast

Bump

Thanks for this. I'll steer clear. Ordered something in July and it arrived after a bit of a wait, thankfully didn't need to return. The news of the sale completely passed me by.

Such a shame. I used to love shopping there; picked up some amazing bargains.

Thanks for the heads up OP. Enshitification abounds. So depressing.

Eek I have just ordered a dress in the sale since it was such a good markdown (£900ish to £146) and I need a dress for a wedding with a black tie dress code. The delivery is a long way away, estimated 26 August- 14 September but I assumed this was because it’s a New York-based designer. Bit concerned now it either won’t arrive or if it does and it doesn’t suit I won’t be able to return it! 😫

Thanks for this heads up. I used to order quite a bit from them, but stopped after I got a See by Cloe bag in the sale. Took an age to arrive and when it did it was such appalling quality that I showed my friend who had the same bag. We compared hers to mine and we both swore blind that mine was fake. I had an awful job of trying to get my money back and it really put me off. That was a long time ago but it sounds as if they have got worse.

I ordered something at the end of July and I received the same estimated delivery timeframe. It’s shambles as I didn’t even get a confirmation email until like 2 days later which only had an order number and nothing else!! I had emailed them immediately and didn’t get any replies until like 1.5 weeks later when they said the timeline has shifted - my original delivery timeframe was 4/8-8/8 as per their website!!!

I got a good price for some shoes and I am not in a hurry so will wait and see if I need to do a chargeback via bank if it doesn’t arrive - it’s ridiculous how badly managed their website maintenance and transition is!!!

Thankfully mine has turned up and I’m really pleased with the dress so don’t have to stress about returns 😅The updates from The OUTNET were just as rubbish as for you though, I only knew it was arriving because I kept checking the UPS tracker!

Same here. Ordered a Victoria Beckham frock on 7/8 and told to expect it 21/9. That’s far too late and will need to go straight back. I’ve already emailed them to cancel the order. Of course they take the money straight away. Before they were sold it was a totally different service. I’m so annoyed with myself.

AVOID?

What a shame. I used to love The Outnet. But all those recent reviews tell only one story!

I ordered something 25 July and it hasn’t even been sent yet. A label was generated, apparently, ten days ago but no movement since

Didn’t they always do this ? I bought from them once, years ago, and never did again as the returns system was such a nightmare.

I noticed a brand I have bought there before has been removed and it is all starting to look a bit 'matches' to me...... beware indeed

@Monkey1Dusthappy to hear that your order arrived and fingers crossed to those waiting for refunds or fulfilment.

Unfortunately, my order from the end of July has been met with absolute radio silence - my bank has now thankfully stepped in. However, my refund for a ‘received & accepted’ return from June is still outstanding and I have had to escalate further as PayPal have been useless.

Both orders add up to a significant amount of money and the fact that the Trustpilot reviews’ are essentially becoming a daily updated echo chamber is incredibly shocking.

I would continue to caution anyone thinking about placing an order with The OUTNET.

https://www.trustpilot.com/review/www.theoutnet.com

https://www.trustpilot.com/review/outnet.com

@cosywintercashmeresocks thanks so much for posting this. I was completely out of the loop regards the sale and always pick up a great bargain at this time of the year - have had great bargain purchases at a fraction in previous years - what a shame - I’ll have to avoid now!

Presume this might have had something to do with it, though am not an industry expert. investors.luxexperience.com/news/news-details/2025/LuxExperience-Has-Reached-an-Agreement-to-Sell-the-Set-of-Assets-Powering-THE-OUTNET-Platform-THE-OUTNET-Assets-Presenting-a-Tailored-Solution-for-THE-OUTNET-That-Also-Accelerates-the-Transformation-of-LuxExperience/default.aspx

I have stayed away since your post. Thankfully I haven't placed any recent orders with Harvey Nichols either: harveynichols.com

I had no idea it had changed hands, presume that’s why net a porter have a continuous sale now if their stock doesn’t go to the Outnet. Thank you for the heads up and I hope you get your refund sorted. Just ordered from Net a porter and use mytheresa often, who are always very good.

@OhCobblersreally happy that some are seeing before parting with their money and having to fight to get it back 🌈

@TralalalalatataI can’t open the link but can see the description. Yes The OUTNET were sold and are no longer part of the NAP/YOOX/MT group.
But the transition has been ongoing for months culminating in total chaos from May - June and complete communication blackout from end July when it seems that the separation of assets, infrastructure etc was final.

I wrongly assumed that the mostly seamless experience would continue while being aware that of course perhaps service may be a bit slower while the reorganisation took place.

This now seems to be some kind of cowboy operation essentially ghosting customers while shutting down all channels of communication and withholding funds.

It’s honestly so upsetting and frustrating I think most people aren’t aware until they have gone on to Trustpilot to warn others and realised that they aren’t alone.

Netaporter’s parentco sold Outnet earlier this year which might be why there are so many issues.

Edited to add I should have read the rest of the thread before posting!

@BlackSwanI know 😮 read about it this morning and made me think of Matches. Bloody hell, honestly! Making me feel like I need to do preliminary checks before placing an order anywhere. I don’t even shop that often 😩

@RocktyI know, me too. I’ve been shopping with all three for many years now, which is why I stupidly ordered again while a refund was due - the trust was there. Thank you ☀️❤️