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 has 9 locations, listed below.

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• 

  YOOX Net-A-Porter Group

  100 5th Ave Fl 12 New York, NY 10011-6903

• 

  YOOX Corp.

  80 River Street Hoboken, NJ 07030

• 

  YOOX Corp.

  80 River Street Hoboken, NJ 07030

• 

  YOOX Corp.

  125 Delawanna Ave Clifton, NJ 07014-1529

• 

  YOOX Corp.

  125 Delawanna Ave Clifton, NJ 07014-1529

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:01/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 with The Outnet on 12/30/2022 in the amount of $1370.44 for two dresses; however The Outnet failed to fulfill my order with correct quantities and sent me only one dress. In hope that The Outnet will work on this mishap right away as time matters, I immediately contacted The Outnet on 01/05 upon receipt that there is a dress missing from my order and followed up with photos per their request. First, I was told there would be an update from the team within the next 48 hours, which did not happen. Given them the benefit of the doubt, but found myself constantly chasing for an update with no sign of progress nor resolution. Every time I called in, I had to repeat the entire issue to get their acknowledgment again as if The Outnet never took note of the problem. The Outnet continually keep telling me they are investigating which they originally said would take one week at the most, then wanted me to wait further and not taking responsibility. The last time I called, I was promised The Outnet expedited my issue and still no update. ********************************************************* your warehouse, I dont need another added day of stress. This is a serious amount of money spent for getting only part of the order while Im still being billed for an entire order that The Outnet is retaining my money. Where is the other dress that I ordered? Does anyone at The Outnet actually look into this issue and dedicate to get to the bottom of this to make thing right to their forever waiting customer?

  Business Response

  Date: 01/27/2023

  Hello,

  We see that you have already contacted us regarding this issue via email. You will receive an update soon, so please check your inbox and follow up there for any other information about your order.

  Thank you and have a nice day. 

  Customer Answer

  Date: 02/02/2023

  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:

  Until now the issue with my order still has not been resolved and all the communication with The Outnet after lodging my complaint is exact same - same email responses asking me to wait further and re-addressed the issue and prolonged the situation. Everything has been back to square one with no resolution to the issue.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 02/10/2023

  Hello, you have been sent an email, please check your inbox and follow up by replying to it directly. Thank you

  Customer Answer

  Date: 03/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  
  
  
   
  
  

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 my order at MR ************************** on 10/19/2022. I ordered two sweaters. I received my package on 10/21/2022. The box was fully damaged when I found it at my front door, and there was only one sweater in the box! I contacted to the merchant but they refused to file a claim with *******, also they didnt give me money back! I spent $467.50 for nothing! Please help me out!

  Business Response

  Date: 01/18/2023

  Hello,

  We see that you have already contacted us regarding this issue via email. You will receive an update soon, so please check your inbox and follow up there for any other information about your order.
  
  Thank you and have a nice day. 

  Customer Answer

  Date: 01/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************
  
  
  
   
  
  

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 with ************ on 1/15/20 for a designer suit that was on sale, but hours later the order was cancelled. I called and *** ****** claimed that payment was denied from my credit card, but my credit card ****************** said that the payment was authorized and ready to go. On the phone with ************, I was able to place the order again. Within the hour, the order was cancelled. I called again, they again claimed that payment was denied from my credit card, and again my credit card ****************** said that the payment was authorized and ready to go. They told me there was nothing they could do. When I asked to be transferred to a supervisor, I was told that the vendor was physically unable to transfer calls. After I insisted (several times) that they could certainly transfer me, I was told a supervisor would call me back "in an hour or two." When I said it was almost midnight where I was, the vendor did not care, and said they would call back in an hour or two.From all appearances, *** ****** represented that it offered a suit for sale, but the suit was not available. Instead, it baited customers like me onto its website with this fake posting, and then backed out of fulfillment when I called its bluff. *** ****** then relied on ************* of a shoddy customer service system to avoid dealing with my complaint. *** ****** also lied about the reason for the order cancellation.

  Business Response

  Date: 01/18/2023

  Hello,

  We see that you have already contacted us regarding this issue via email. You will receive an update soon, so please check your inbox and follow up there for any other information about your order.

  Thank you and have a nice day.

  
  

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 for two ****** rings at *** ****** (Yoox group)My box arrived via *** and nothing was in the box besides the returning label and a black tissue paper I requested a refund and it was denied

  Business Response

  Date: 01/11/2023

  Hello,

  We see that you have already contacted us regarding this issue via email.

  You will receive an update soon, so please check your inbox and follow up there for any other information about your order.

  Thank you and have a nice day. 

  
  

  Customer Answer

  Date: 01/11/2023

  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:

  [Your Answer Here]They refuse to refund me for items never packed in the box received Pictures available They have a long history of scam on sites as *********** ********** and more

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/09/2023

  I am reaching out regarding this ongoing customer complaint. We continue to provide responses to the customer. however they continue reply not accepting the outcome.  

   

  To summarize, the customer is claiming that they were sent an order with a missing item. We have checked our security footage and confirmed to the customer all of the items were packed.

   

  In addition, all our orders are delivered with a signature requirement unless the customer chooses to have the parcel delivered with no signature required.

  This customer choose no signature required and as per our Terms and Conditions, the below is our policy:

   

  ************************************************************************************************************

  Our nominated courier can deliver an order to certain destinations without collecting a signature. If this option applies to your shopping address, you *** select the signature opt out at the checkout, otherwise the signature required will be set by default; however, you can update your preference on the shipping page before proceeding to purchase. Please note, that if no signature is collected, you agree to our terms and conditions and, confirm that NET-A-PORTER can leave your package(s) outside the premises at the shipping address provided by you without obtaining a signature for proof of delivery. Please be aware that, if no signature is collected, you agree to our terms and conditions and take full responsibility for any loss or damage that *** occur.

   

  As per our policy, we are not liable for the loss the customer continues to report.

  In addition the customer continues to seek a refund, however we can see the customer is seeking a chargeback with their card issuer.

   

  Please let us know if we can consider this claim resolved without further reply from our side within the claims dashboard.

   

  Please let me know should you need additional information.

   

  Best regards,

  *******

  Customer Answer

  Date: 03/09/2023

  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:

  [Your Answer Here]

   There is no way to justify a dishonest merchant like this one An empty box means nothing but fraudulent charge My CC accepted the dispute but the merchant can easily appeal and get paid I pursue a refund from this merchant They already have solid one star reviews about similar situations in renowned sites as ********* *** ************* example They already have a bad reputation in regards to shipping and refunds just ****** ** ********************** reviews

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:12/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 received this email saying the row confirmed *** delivered to ****************** but the shipping address I put in was *** **************. i had to call in The row cs and another agent told me shell open *** investigation. When I initially the row cs told me theyll open investigation but I got an email saying *** confirmed the delivery. I called *** cs and was told there is no investigation or tracer opened by the shipper. I didnt receive this order and it was delivered to someone i dont recognize

  Business Response

  Date: 12/29/2022

  Hello,

  We see that you have already contacted us regarding this issue via email.

  Thank you and have a nice day. 

• Initial Complaint

  Date:12/19/2022

  Type:Product Issues
  Status:

  AnsweredMore 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 12/01/2022, I purchased a pair of shoes for $207. I waited for a couple days but did not receive any communication from the merchant. I went a head and emailed them on 12/03. When they responded they said they couldnt locate my order. I responded back with a screenshot of my paypal payment, they took a few days to respond with a form for me to fill out. I filled it out immediately and still have not heard from them. In the mean while, i called, they said the same thing, they would send me a form for me to fill out so that they can locate my order. I did it again, and again to this day, they have not responded to my form. I decided to dispute the charge with paypal, on 12/14 they communicated via email that the shoes were delivered on 12/04. I did not receive the package. They claimed i did not leave a valid email address so they could not email me. I may have made a typo when i checked out as a guest but they had my paypal email. And if they were better at providing customer service, they would have responded to me after i sent them the form and helped me locate my order faster, instead of leaving me hanging and only responded when i filed a dispute. I am due a refund because the merchant took too long to handle my concern. Based on the tracking number, the shoes were delivered but i dont know if they were delivered at my house or somewhere else. Had the merchant took action quicker, i could have retrieve the package but its been almost two weeks. I checked with my neighbors on 12/14 but none said they had my shoes.

  Business Response

  Date: 12/20/2022

  Hello, we see that you have already contacted us regarding this issue via email.

  You will receive an update soon, so please check your inbox and follow up there for any other information about your order ***************

  Thank you and have a nice day.

  
  

  Customer Answer

  Date: 12/20/2022

  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:

  [Your Answer Here]

   business still had not resolved the problem.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 12/29/2022

  Hello,
  
  We can see that your issue has been resolved. Please check your email and reply back if anything else is needed.
  
  Thank you and have a nice day.

• Initial Complaint

  Date:12/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 for leather pants on 4/28/22 and they arrived at my house on 5/16/22 . I tried them on and they fit great but left them to hang in my closet until the weather was cool in the fall. I put them on to wear out for the first time on 11/16/22 and wore them to my office where I stand most of the day. At approximately 12pm CST, I took a step up stairs and heard a massive noise. My pants ripped in the seam of the crotch. When I turned around to walk to my car, it continued ripping all the way up my backside. I immediately contacted **** via phone and email on that date about the defect. The response I got was to have a leather expert take a look at the pants since it was beyond 6 months. I took them to a leather-***** in town and they agreed the quality was poor. I followed up on 11/19/22, and then again on 11/29/22, 12/2/22, and 12/15/22. Every time it was complete gaslighting from their phone reps, sometimes saying they couldnt help because they were working from home. I was told the same thing that I needed to have a professional look at them even though I already did and they never acknowledged the actions I was taking to try to get them the info they asked for. They refused to escalate the call or give me an address I could send the pants back to at their own company to evaluate the defect. They started saying I needed to bring the pants to a dressmaker in town instead even though I repeatedly informed them I live in a smaller city where we dont have any dressmakers that I have found. The lack of service or willingness to assist towards resolution was completely despicable and we should expect better from a company and product that has such a high cost. I have spent hours trying to get human treatment in an age when client service and respect is everything and YOOX hasnt shown that they have that capability.

  Business Response

  Date: 12/19/2022

  Hello,we see that you have already contacted us regarding this issue via email. You will receive an update soon, so please check your inbox and follow up there for any other information about your order. Thank you and have a nice day. 

• Initial Complaint

  Date:12/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 sent in a return which I have the tracking number and order number for and although the business confirms they received my return they have asked that I contact my bank instead of issuing me the correct refund amount. They have refunded me a lesser amount than for the order I returned.

  Business Response

  Date: 12/01/2022

  Hello,

  We see that you have already contacted us regarding this issue via email. 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. 

  Best regards, 

  Customer Care 

• Initial Complaint

  Date:11/29/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Hello:I placed two orders on yoox.com this morning while the 30% off promotion was in effect. The first order was correct; however, one of the prices in the second order (**************) was erroneous (the item wasn't discounted even though it was eligible for the promotion). I am referring to the OTTOD'AME T-shirt (I was charged $24.00; whereas, I should have been charged $17.00). I spoke with four representatives, and they weren't able to assist and/or they gave me conflicting info (cancel the order and re-order; however, neither I nor them were able to cancel the order). I am attaching a screen shot which indicates that the item is eligible for promotion.

  Business Response

  Date: 12/01/2022

  Hello,

  We see that you have already contacted us regarding this issue. We sent an email confirmation to you, please check your inbox and follow up there for any other information.

  Thank you and have a nice day. 

  Best regards, 

  Customer Care 

  Customer Answer

  Date: 12/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  

  Thank you, BBB.

   

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

  
  

• Initial Complaint

  Date:11/28/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 made a purchase on Yoox during their Cyber Monday sale at 1:**** EST. The product page for the items I purchased showed a lower price than I was ultimately charged at time of sale. Multiple items experienced this problem resulting in an overcharge of approximately $40 and my items being categorized as final sale when they were not. I cleaned out my cache. I tried three different browsers. I tried using their app. Regardless of the channel the same problem occurred. I contacted **** and was told their site is updating from Black Friday sales to Cyber Monday sales and there was nothing they can do. **** had almost 13 hours to update their website at my time of purchase, which is a very reasonable and customary amount of time to make the appropriate changes to their site. Failing to do so in this time frame would be considered as false advertising under *** law. Yoox doesn't get a pass simply because they didn't properly maintain their site. My order number is ***************

  Business Response

  Date: 12/01/2022

  Hello,

  We see that you have already contacted us regarding this issue. We sent an email confirmation to you, please check your inbox and follow up there for any other information.

  Thank you and have a nice day. 

  Best regards, 

  Customer Care