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.

close

Find a Location

YOOX Net-A-Porter Group has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  YOOX Net-A-Porter Group

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

• 

  YOOX Corp.

  125 Delawanna Ave Clifton, NJ 07014-1529

• 

  YOOX Corp.

  80 River Street Hoboken, NJ 07030

• 

  YOOX Corp.

  80 River Street Hoboken, NJ 07030

• 

  YOOX Corp.

  80 River Street Hoboken, NJ 07030

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:03/18/2024

  Type:Order 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 am contacting about order *************** I received an empty box. It just had the black tissue paper inside. It was clearly ******** with in transit. I contacted ** ********************** right away and they said they will investigate it. I opened my own investigation with *** as well, and *** found in favor and issued a claim for the package but then I got an email from ** ********************** saying "Please be informed that after conducting a thorough investigation, we are able to confirm that all items were packed and delivered for this order. We are unable to proceed with issuing your refund. This is a final decision. "Before opening up a chargeback with **** I wanted to give ** ********************** a last chance to make this right and refund me for the items I never received.

  Business Response

  Date: 03/21/2024

  Hello, we see that you have already contacted us regarding this issue. Please refer to the previous message regarding your order/return/exchange. Thank you and have a nice day!

  Customer Answer

  Date: 03/21/2024

  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:

  The business is chosing not to refund my order despite sending me an empty box (box that was tampered with during transit). 

   

   

   

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

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

  Business Response

  Date: 04/08/2024

  Thank you for your message. Our responses have been in line with our Terms and Conditions. 

  Best regards.

  Customer Answer

  Date: 04/19/2024

  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]

   

   

   

   

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

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

• Initial Complaint

  Date:03/05/2024

  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 contacted Net a Porter about a shirt I wanted to return in August that was of poor quality and fell apart about a couple wearings. They authorized a return, but I had last minute travel changes and was out of the country for several months. I informed them and they said to reach out when I was back in country, which I did. They then refused to authorize the return even though they previously had and the shirt was still in the same condition as when I contacted them about the return. I would like them to honor the return as nothing has changed except the dates, which I informed them of in August. If they has told me it would not be able to be returned later, I would have asked someone to return it while I was gone. Instead, they told me to reach out when I was back and never said that the item would not be returnable then.

  Business Response

  Date: 03/05/2024

  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: 03/14/2024

  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:

  Yes, I have emailed and resolution was not provided. You offered a 10% price adjustment. As stated previously, the return was authorized, I had to go out of town, you *** me to contact you when I was back and able to to return it, I did and then was told I had not communicated and you never stated it was not returnable at a later time. I can provide those emails again. 

   

   

   

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

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

  Customer Answer

  Date: 05/22/2024

  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:

  The shirt has degraded and fallen upon even more after attempting to wear it since they refused to honor the original return. Bad quality products with bad quality service. 

   

   

   

   

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

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

  Business Response

  Date: 05/23/2024

  The resolution offered to you is upheld in our Terms and conditions. 

  Best regards. 

  Customer Care 

• Initial Complaint

  Date:03/05/2024

  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.

  Hello I contacted **** customer service concerning that final sale item that I purchased ORDER ************** The ************************* denim jacket.I usually wear size 6 in all my jackets and blazers and the item description on Yoox says Small Fit ,get one size bigger and i followed Yoox instruction and when I received the jacket ,its so huge and because the information was inaccurate and the item is not small sized ,its regular sizing and that's why when I got the bigger size its too big for me and that's really confusing and frustrating to keep having inaccurate information posted that doesn't really help the customers to make the right decision about their sizing options .If the instruction didn't say small fit ,then I would have chosen my regular size 6 and I would have gotten the perfect fit Jacket .so that's really upsetting to keep dealing with this issue on Yoox and that makes the shopping experience not so pleasant when customers deal with that and its not their fault ,its Yoox item listings issue and Yoox customer service needs to acknowledge that matter and address it .All i am asking is to exchange the jacket for a smaller size 6 which would have been the size that I would purchase ...Thank you for your cooperation .I am attaching the photo of the jacket and you can see how big it is ,the sleeves are covering my hand and the jacket is so baggy though its not meant to fit like that when you compare it with the original model I phoned Yoox customer service several times ever since the order date 1 /11/24 of my jacket and sent few emails waiting for their response ,they only replied once and they said they wouldn't accept the exchange and when I sent more emails asking to re consider their decision with providing the picture of the jacket and how big it looks on me there was no further respond from them and when I contacted customer service and asked to speak to a manager and asked a manager to email me about my issue there was no response from a manager either

  Business Response

  Date: 03/05/2024

  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!

• Initial Complaint

  Date:02/22/2024

  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.

  Dear BBB,I am writing to express my dissatisfaction with the service provided by Outnet. My order number is **************, with a total amount of $908. I returned the order in October of last year, but to my dismay, I have not received the corresponding refund.I am extremely disappointed with Outnet's inefficiency in processing my refund, and it has been an extended period of waiting without any resolution. I kindly request your assistance in addressing this matter promptly and ensuring that I receive the refund of $908 as soon as possible.Your immediate attention to this issue is greatly appreciated.

  Business Response

  Date: 02/26/2024

  Hello, you will be sent an email soon, please check your inbox and follow up by replying to it directly. Thank you!

• Initial Complaint

  Date:02/15/2024

  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.

  I made the purchase on 12/03/2023.Order number is ************** .And then I returned this order with tracking number ******************.The return label is from the seller.The return is successful but Net a porter refused to issue the refund,Thats not reasonable.I request a full refund as soon as possible.

  Business Response

  Date: 02/16/2024

  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

• Initial Complaint

  Date:01/26/2024

  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.

  This business is in a habit of sending coupon to their customers but when you log in as a customer to your account and put in the code, computer kicks expensive item out as sold out. This has happened to me twice, first time I purchased the item and called the business and informed them of the computer issue and asked them to honor the coupon. After making me wait for three days, they refused. I received another coupon couple of days ago and wanted to make purchase this morning, all my items went through but computer kept kicking the one expensive item out of the shopping bag. I tried many times, going back and adding the item again and each time the item was kicked out of shopping card as sold out and I couldnt purchase the item. After second time this same issue happening, it is obvious either something is wrong with the program or they are doing it intentionally with items that are popular and expensive. I called the second time to let them know this is the second time this happened to me but they refused to do anything about it. Buyers be aware there is some unethical practices are going on with this business. If you have the same experience, report them. Thx

  Business Response

  Date: 02/16/2024

  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. Thank you and have a nice day!

• Initial Complaint

  Date:01/23/2024

  Type:Product 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 the order: ************** on 1/09/24, its includes 3 items: ***************************** s black cardigan in ONE siz MOON CHOIs ivory T-shirt in US 8 SHIRTAPORTERs green floral MIDI skirt in IT 44 This package shipped on 1/11/24, I checked the track number: *****************1 That the parcel was delivered to incorrect address to Newcastle on 1/12/24, but my shipping address is in bear DE. So I open a claim with *** for investigation the package. On 1/15/24. After 6 days later Ive ben ******** by *** for the consequence of this package is lost indeed. *** told me they mailed the consequence for ******************* So I contacted yoox for request my refund. But **** has a very frustrated customer service, only they can do for me is feed back my case to relative department, and they told me that I have to waiting for another 5days to processing while they can not give me a estimate days for end up my case to refund. I bought the items from yoox, that yoox charged my payment, now neither the package nor my refund I get from yoox. **** didt give me a clearly answer of my case. Here I post this complaint is just for my refund as soon as possible. Please !

  Customer Answer

  Date: 01/30/2024

  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:01/19/2024

  Type:Delivery 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.

  Order ************** They advertise the wrong size number for the shoes! They put 9US but its actually39 ** which is 8.5US! They refuse to acknowledge their mistakes and take care of the customers needs and requests They bounce my emails from one person to the other They refuse to either give me a size up or give me store credit Nobody of a higher position in the company is willing to deal with this problem

  Business Response

  Date: 01/24/2024

  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 matter. Thank you and have a nice day. 

• Initial Complaint

  Date:01/12/2024

  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.

  The item Groove Temple Casual pants, order ************, dated December 12, 2023, arrived not as described. The description says that " sweatshirt fleece, brand logo, solid color with print, high waisted, tapered leg, regular fit, french *****************, drawstring closure, multipockets, stretch, sporty"I am attaching a description from the Yoox site for reference.The pants in question are not made of sweatshirt fleece. By definition, sweatshirt fleece is "Sweatshirt Fleece Knit fabric is a knitted fabric that features brushed on one side, (usually the inside of a garment) and a smooth, soft surface on the other side. The result is an absorbent, heavy-weight material that's super comfortable to wear."- Courtesy of Google.There is not remotely close to this description in these pants:It is poor quality, thin, cheap to the touch, and substandard cotton. Yoox cannot call any casual pants a " sweatshirt fleece". It is not right, unethical, and bad for business. Because I made my purchasing decision based on a very detailed description that **** is providing. Also, the " french *****************" is not there either. I am attaching pics of the garment that I had already provided twice.I am requesting a refund and a return authorization.I wrote five emails to yoox. I supplied pictures. Each time they have received them, they wrote that they needed more and another kind of photos. I sent them, too. They stopped responding.

  Customer Answer

  Date: 02/10/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by YOOX Net-A-Porter Group regarding complaint ID ********. I am frustrated because through no fault of mine, I am stuck with the item that I am unable to return and cannot keep because Yoox misrepresented the item. 
  
  Sincerely,
  
  ***********************************
  

  Business Response

  Date: 02/20/2024

  Hello,we see that you have already contacted us regarding this issue via email. Please follow up there for any other information about your order. Thank you and have a nice day!

  Customer Answer

  Date: 02/22/2024

  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:

  The merchant has not been acting in good faith and involved in massive gaslighting: they imply that the item is not damaged. BUT: the item is not as described, you can not call any casual pant " sweatpants" unless and until it falls under a definition of one. The item is made out of substandard, thin and cheaply looking cotton. I will ***** this item at my expense to the **** VP of Operations for an inspection. The tags are attached, it is unworn and brand new.

  Please provide me with a direct corporate address. I was asking for VP telephone number to no avail.

  All I want is to return it for a store credit.

   

   

   

   

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

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

  Business Response

  Date: 03/01/2024

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

• Initial Complaint

  Date:01/12/2024

  Type:Delivery 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 Wednesday, November 22 an order was placed from yoox.com I received a confirmation for order number ************** in the amount of $248.95 under the name ******************* as this was a gift to be delivered to my mother in *********, **. This amount included expedited shipping. On Friday, December 1 I requested an update as the order had not shipped via e-mail.I obtained no response via e-mail and upon contacting Yoox via telephone on Monday December 4th I was told that my items were not in stock and that my order would be cancelled and refund would be issued. Since December 4th I have been waiting for my refund. At some point, via e-mail I was told that the Credit Card transaction had expired and that I should receive my refund for $248.95 via PayPal and that I should provide a PayPal address. I did provide one.It is now January 10 and I have called them daily. The response that I receive daily is that I will receive my funds within 48 hours. Clearly not the case.I hope the BBB could assist in the recovery efforts against this organization. Thanks

  Business Response

  Date: 02/20/2024

  Hello,we see that you have already contacted us regarding this issue via email. Please follow up there for any other information about your order. Thank you and have a nice day!