NET-A-PORTER

@2026moms @2026moms we are unable to receive DMs . For further assistance with your order, you will need to email us. Your understanding is appreciated.

@NETAPORTER Why didn't Phillip the manager call me back

“The industry is in flux, so it’s really inspired me to… hone in on what stories I want to tell. I’ve been laser-focused on getting these projects up and running.” Issa Rae speaks to @OteghaUwagba for PORTER, shot by Deirdre Lewis & styled by Herin Choi bit.ly/3Sl8HoN

@2026moms Hi @2026moms, please email us at customercare@net-a-porter.com and I member of our team will look into this matter further.

@NETAPORTER @OteghaUwagba Net a porter your customer service is terrible. I have been a VIP for years and you refuse to refund a return I made in 2 days. No service. No calls back. I've been on hold for hours. Shame on you.

@Kirsten_Donner Hi @Kirsten, we are sorry to hear that you have not yet received a response. Please DM us your order details and we will look into this for you.

@NETAPORTER @kirsten @antitrust_it This issue is still not resolved. @NETAPORTER is unlawfully rejecting consumer‘s right to return an item.

Beware of @NETAPORTER - A customer experience I have always been a big fan of @NETAPORTER. However, my recent experience made me break up with this online fashion store. I ordered a @gucci Jackie 1961 bag which to my big surprise had scratches all over. So I returned it with the reasoning that it was faulty. @NETAPORTER refused the return, stating it did not meet the return requirements because of scratches. Despite me explaining that I received the bag with scratches, @NETAPORTER refused, kept my money and returned the bag to me. Just by accident I looked at the pictures of the item in the @NETAPORTER App and turns out - the scratches are a design feature of the bag!! This is confirmed by pictures if the same bag on the official @gucci homepage. I send the pictures with explanations again(!) to @NETAPORTER but nothing….they are refusing my right to return an item because of „scratches“ that are clearly a design feature of the bag. This is #fraud and a clear violation of #consumerrights. I can only hope that sharing this experience will prevent other people from loosing their money. @gucci should consider whether @NETAPORTER is a trustworthy partner.

@R3H8T Hi @Rehat if you require any assistance resetting your password, please DM us.

@Kirsten_Donner Hi @Kirsten, we are sorry to hear that you have not yet received a response. Please DM us your order details and we will look into this for you.

@NETAPORTER Hi @NETAPORTER , thank you. They did reach out after your post. However, the message was incomplete and a followup from me has not been answered yet. For a month you are holding my money unlawfully and ignoring my emails. This is unacceptable.

@Julian747747 Hi @Julian747747, we are sorry to hear this, please email us at customercare@net-a-porter.com and a member of our Customer Care team will assist you.

@NETAPORTER @NETAPORTER this issue is still ongoing. Customer care have been useless and I am still waiting for confirmation of a refund 10 days after the product was received by your team

Spent £1600 on a bag from @NETAPORTER as a gift The bag arrived damaged. They do not currently have the ability to issue refunds for online orders - so I was offered a credit note. I had to raise a support case to be offered a refund I had to pay to return the bag to them 1/2

@Julian747747 Hi @Julian747747, please email us at customercare@net-a-porter.com and a member of our Customer Care team will assist you.

@NETAPORTER I have contacted customer care multiple times but they are still unable to help. 8 days since the bag was returned and no word on whether I will get a refund. Zero proactive communication from your team as well

@Julian747747 We're sorry you feel this way. Please contact them directly to discuss your order.

@NETAPORTER I have been. It’s been me the customer chasing for responses. The service has been very poor

@Julian747747 Hi Julian, please contact our customer care team directly via phone or email to discuss this further. Customercare@net-a-porter.com, Call us on 08000445700

3/3 What was supposed to be a nice gift before a holiday has now proved to be a nightmare. Out of pocket and wanting to purchase a replacement but not trusting i will get a refund at this stage. Appalling customer service would not use @NETAPORTER ever again

@FrewinLinda Hi @Linda Frewin, thanks for your feedback, and we are sorry for the inconvenience caused. We have sent you a PM. Please check your inbox and reply so we can better assist you.

@NETAPORTER @THE40OUNCE Well my feedback won’t be good. Just received the dress I ordered and it’s got a hole in it!! Your customer service is dreadful.. just seen other similar comments. I won’t be buying from you again!!

I feel like shipping should be free for New York residents @NETAPORTER

@afnamas Hi @Samantha Wilkinson, a member of our Customer Care team has been in touch regarding this. If you need help with anything else, please DM your details.

The WORST customer service I have ever encountered - absolute crooks who keep your money and customers are POWERLESS to do anything about it. How is this legal? @BBCNews @NETAPORTER LOOK AT THEIR TRUST PILOT REVIEWS!!

@NETAPORTER absolutely shocking (unlawful) customer service - 8 weeks later and I’m STILL out of pocket and when I chase your customer service team, am given the generic ‘We are currently investigating the issue with DHL and will provide updates as soon as they become available’

@MaryStroke Hi Mariam, we are sorry to hear that this happened. Please DM us your order details and we will be happy to assist.

@NETAPORTER chose short term strategy. They said they ran an “internal investigation” and the item was “in perfect condition.” In simple terms, I was lying or imagining it. Yes, they saved a few dollars in the moment, but they lost a loyal customer who would spend more in future

Short term decisions vs long term strategy. This is where businesses either build trust or quietly lose it. 🧵 @NETAPORTER case study.

@mayony_k Hi there, please contact our customer care team directly - Customercare@net-a-porter.com

@NETAPORTER my order # 2611ZFZ5N2564M I need someone to contact me please

@afnamas Hi @afnamas, we're sorry for the less than desirable experience. Please email:customercare@net-a-porter.com with your details so that our team can look into this matter.

@JennLopez111 @NETAPORTER I sympathise! I’ve still not received any contact from them following their last message… it’s so bizarre! What happened to NAP?

@JennLopez111 Thank you for this information. This has been noted and passed along. We can confirm an investigation is currently taking place, and we will contact you via email once further information is known.

@NETAPORTER you should have a better customer service!! My gosh you’re selling expensive items and your customer service sucks!! 🙈🙈🙈🙈

@afnamas Please be assured, a member of our team is looking into this and will contact you as soon as possible.