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

on 4 August, I dropped off a return with UPS. This was of a purchase made pre 24 July and I had confirmation from the Outnet that all I needed to do was follow the old process

today the tracking is showing that Outnet ‘has no invoice details for this item’ and it is being returned to me. Despite three copies of the invoice being attached

I guess I will have to open a charge back but please do not buy from this company

to give them their due, Customer Services has already answered my complaining e-mail of this morning with a request for further info

Even if I wanted to take the financial risk with the Outnet, I would be unlikely to find anything I'm looking for... the site functionality is now so poor: you can't even filter by colour or product sub-types) and sorting by price doesn't list precisely in descending or ascending order.

Just heard back from outnet after I emailed them for my order from end of July and now they said my order has been cancelled (I did not cancel it) - like WTF! They claim they have refunded me and I cannot see anything refunds - company is shambles!!!!!

avoid like the plague

Oh such a pity to read this but thanks OP for alerting us

I came on here as I also have an order outstanding from the end of July. I guess I will have to look at claiming through my bank. What a shambles. I have mailed a few times with no information. The item I bought is no longer on their website. I was holding out hope but I think I need to try claim back asap. I keep looking for updates on line and cannot find any.

I will say that customer services have been quick to respond to me about my returned return. Hoping they will indeed follow through

my order from the end of July will apparently be delivered tomorrow. I’ve kind of lost interest in it after nearly a month but if it arrives safely it
might indicate that the system is creaking back to life?

After reading this thread and trustpilot I started a charge back with my bank and funnily enough late tonight I have received a DHL tracking code and my parcel is supposedly now coming from the US (New Jersey). Which annoying will mean customs as it was previously from a European destination. But it can't be a coincidence both were on the same day. It'll be interesting to see if it arrives. I have a few items in my basket but I will hold off for now.

$7M in orders from luxury online retailer The Outnet held up over legal dispute - cleveland.com

I notice there hasn't been any new inventory on the Outnet for a while... perhaps this dispute is affecting sites internationally?

Thank you for this! I could not figure out why their app and site were so appalling to use suddenly! I have emailed multiple times but zero response, which was unlike them.
such a huge shame, as I live in NZ and

Oh, this explains why I am still waiting for a returns label for something that arrived 4 weeks ago and which I let them know straightaway would be being returned. Have just emailed them again, but won’t hold my breath….

Give them their due, customer service has been pretty quick to respond to me. Unfortunately they haven’t, and presumably aren’t able to, actually do anything. So disappointing

Their TrustPilot reviews are in the toilet. So hopefully new customers will be put off, but I feel for those who have used them for years and won't be checking review sites etc. beforehand.

My returned return has now reached them for a second time. Now waiting with bated breath. I think customer services are absolutely swamped.

I’d noticed this too. It’s been going on so long I’ll soon stop my regular check ins of new in

So glad I read this! My go-to for black tie events is was to order 5-6 dresses from The OUTNET then return the ones I didn’t want.

Well my return has been credited, apparently!!

customer Services were as responsive as the y could be, while clearly sinking under the weight of the systems migration

it would be lovely if the Outnet returned to ‘normal’, but like others, I’ve stopped browsing. Too little new stock, and in any case , the sorting and filter functions just don’t work well now. If I found something to buy, it would be a complete accident

Well that’s interesting. I was in two minds whether or not to repost as some replies have been interestingly enthusiastic above and I didn’t want to re-rain on the parade, but I did want to update and maybe redress the balance a little.

I have zero sympathy for the current situation. The new owners have clearly tried to cut costs with the company chosen to deal with the outsourcing of every aspect of their operations. Instead of following industry protocols for warehouse and data migration and entering partnerships with experienced trustworthy third parties for logistics, customer service and warehousing they chose to go the bargain basement route. This is compounded by the fact that the new owners have industry experience and have not been settling their bills. They are being both dishonest and disingenuous claiming that the ‘delays’ are due to their current migration. They are (as above) embroiled in a legal battle where, despite not being able to access / dispatch / receive their own stock, they are continuing to allow unsuspecting customers to place orders.

The only reason that this has not gained publicity is because ‘customers’ have, for the most part, been able to gain redress from our payment providers.

As an update, I have not heard a single peep from CS. I have not managed to once get through to a member of their team. I have not had a single reply to any of my emails. I have not had a penny refunded from sheer goodwill. I have managed to claw my money back via separate chargebacks (bank and PayPal ). Four months it has taken for my initial ‘dispute’ to be settled returned and received by The OUTNET long before their transitional period. The item was shipped from Italy (and returned to Italy) at the beginning of June. Both payments have been received as a separate credits and not a credit that cancels the initial debit ie there has been no ‘refund’ issued from The OUTNET, so it’s interesting to hear that they are selectively refunding some and not others ?! Authorising some returns and not others?!? Delivering a teeny weeny trickle of orders that manage to ship duties paid vs some unpaid?!? I could go on - just an absolute hot mess!

Trustpilot reviews have become an absolute echo chamber of horror and dismay. There was also a random negative review left recently talking about non payment for positive reviews 🤔🧐 👀 .

I have loved The OUTNET for years but the current shitstorm would have me questioning my sanity if I ever made a conscious decisive to place another order with them again.

If there were a situation that I would refer to as diabolical it would be this.

The only upside to this that I can see is, as a PP pointed out, the NAP sale is STILL ON. At this point, it’s never-ending.

It is never-ending. It is a separate site now, de-coupled from the main one. I find it less good as a result - it isn’t curated it seems to me, so some things have been on there for years and further reductions don’t happen as excitingly

Bought something 2 months ago. Took almost a month to get authorisation to return. Now been waiting almost a month for my money back

its a very poor experience. You have to send to America.

How long do I have to wait before I can get my credit card company involved?

You had to return your stuff to the US?? Wow.
Did you pay by credit card? You can dispute the payment on your banking app most probably... the bank will probably ask you to confirm you've emailed them & that you haven't heard back etc..

Thanks for the warning

I am currently two weeks waiting for the label to send my items back - emails just got an automated we are so busy and I have called customer service twice and they we have escalated it. I am trying to return $1k worth of clothing - they are shambles

My CC has now credited me back.

Have a good read of their new returns policy on the website. It would have put me off had I read it before a purchase.

Critical thing for me was they commit to a refund in 10 days of receiving item back and they are way over that.