Users Voice for Net-a-porter

91% users rated Terrible
3% users rated Poor
0% users rated Average
1% users rated Very Good
6% users rated Excellent
Pie Chart Review Representation for Net-a-porter
Net-a-porter Overall rating
Customer Support
Pricing
Returns/Refunds
User Interface
Quality

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Review article published on: 29 Jul 2019

Last updated by on 09 Mar 2023

"The two things I love most about what I do is that I help people and I solve problems - it’s as simple as that. I help my organizations develop effective, relevant marketing content."
Sep 2022 1.5 2.7 3.7 4.5 3.8 4.1
Oct 2022 1.6 5 2.5 4 4.2 3.9
Nov 2022 1.4 1 3 4.2 2.8 4.1
Dec 2022 5 5 5 5 5 5
Mar 2023 1 4.9 5 4.1 3.4 3
Line Chart for Rating of peer stores

net-a-porter.com

boomf.com

rakuten.com

pureformulas.com

fragrancex.com

eneba.com

Detailed Net-a-porter Review by

Introduction

Net-a-Porter is a renowned luxury fashion e-commerce platform that offers high-end designer clothes, shoes, bags, accessories, and beauty products. The online retailer offers a curated selection of over 800 world-renowned brands, including Gucci, Prada, Balenciaga, and Saint Laurent, among others. Net-a-Porter offers global shipping to over 170 countries, operates in various languages, and offers an easy-to-navigate website that provides an excellent user experience to its customers.

Pros and Cons

Pros:
  • Wide range of high-end designer products
  • Excellent website user experience
  • Quality and curated product selection
  • Worldwide shipping
  • Offers convenient delivery and return options
Cons:
  • Pricing may be steep for some customers
  • Products may sell out quickly
  • Some products may not be available for shipping to certain countries

User Experience

Net-a-Porter offers an excellent user experience through its easy-to-navigate website, with high-quality product images and detailed product descriptions. The platform features a clean, modern design with a responsive interface, making it easy for customers to browse and shop. Additionally, the platform has an intuitive search function, enabling customers to search for products by brand, style, or specific keywords.

Pricing and Value for Money

Net-a-Porter offers a wide range of high-end designer products, with prices that range from affordable to extravagant. The platform offers competitive pricing compared to other high-end fashion websites, with excellent product quality that justifies the cost. Net-a-Porter also frequently offers seasonal sales and promotions, enabling customers to purchase luxury items at more affordable prices.

Alternatives

Some alternatives to Net-a-Porter include MatchesFashion, Mytheresa, Farfetch, and Ssense. These platforms offer a similar selection of high-end designer products, competitive pricing, and excellent customer service. However, each platform has its unique features and benefits that may appeal to different customers.

Customer Service

Net-a-Porter offers excellent customer service through multiple channels, including email, phone, and live chat. The platform also provides a personalized styling service and features an extensive online magazine that offers inspiration and styling tips for its customers.

Product Quality and Selection

Net-a-Porter offers a highly curated selection of over 800 luxury brands, with an emphasis on quality and exclusivity. The platform features a wide range of products that cater to various styles and tastes, including women's and men's apparel, shoes, bags, and accessories, as well as beauty products.

Website Usability

Net-a-Porter features a user-friendly website that provides a seamless shopping experience, with easy navigation and filtering options that help customers find the products they're looking for. The platform also offers detailed product information, including measurements and material information, which helps customers make informed purchases.

Returns and Exchanges

Net-a-Porter offers a streamlined returns and exchanges process that enables customers to return products within 28 days of receipt, free of charge. The platform provides customers with a pre-paid shipping label and instructions on how to initiate the return process, making it easy for customers to shop with confidence.

Promotions and Discounts

Net-a-Porter offers various promotions and discounts throughout the year, including seasonal sales, new customer discounts, and free shipping offers. The platform also features an online outlet section that offers discounted designer products.

Reputation

Net-a-Porter has an excellent reputation within the luxury fashion industry, with a strong focus on providing high-end designer products, excellent customer service, and a seamless online shopping experience. The platform has received numerous awards and accolades, including the Drapers Etail Award for Best Designer Offer, making it a trusted destination for fashion enthusiasts worldwide.

Payment Options

Net-a-Porter offers various payment options, including credit and debit card payments, PayPal, Apple Pay, and Alipay. Customers can also opt to pay using multiple currencies, making it easy for international customers to make purchases.

Loyalty Programs

Net-a-Porter offers a loyalty program called EIP (Extremely Important Person), which provides members with exclusive access to limited edition products, pre-sales, and personalized styling services. Members also receive complimentary shipping, returns, and packaging for all purchases.

Customer Reviews

Net-a-Porter features an extensive collection of customer reviews on its product pages, enabling customers to read about other shoppers' experiences with products. The platform also features a Trustpilot page with an overall rating of 4.4 stars, based on over 33,000 reviews.

Community Involvement

Net-a-Porter supports various charitable initiatives through its charitable arm, the Net-a-Porter Vanguard. The platform partners with global organizations, like Women for Women International and Good + Foundation, to support female empowerment, education, and environmental sustainability.

Shipping and Costs

Net-a-Porter offers worldwide shipping to over 170 countries, with delivery times that vary depending on the shipping destination. The platform provides customers with detailed shipping information, including estimated delivery times and shipping costs, during the checkout process. The platform also offers free shipping promotions periodically throughout the year. In conclusion, Net-a-Porter is a renowned luxury fashion e-commerce platform that delivers an excellent online shopping experience through its user-friendly website, extensive product selection, competitive pricing, and excellent customer service. The platform's commitment to quality, exclusivity, and community involvement sets it apart from its competitors, making it a top destination for luxury fashion enthusiasts worldwide.

Net-a-porter Recent User Reviews

User Rating

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Reviewer Name: AC

Review Submission Date: 2022-12-26

Review Title: Absolutely AWFUL
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Review Description: Absolutely AWFUL! Still waiting on a refund and its been weeks. Tracking shows they have actually received the goods back 2 weeks ago. While they’ve scaled to have a bigger range, they have epically FAILED to scale operations and infrastructure to match.My advice - go to Matchesfashion.

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Reviewer Name: sela

Review Submission Date: 2022-12-26

Review Title: Can’t tell if you are speaking to a…
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Review Description: Can’t tell if you are speaking to a person or a robot. Awful company, slow and poor customer service too. There’s always an issue with net a porter. I’ve never had a good experience with them. Will never use again, I would suggest you avoid and use the many great online retailers which provide better service without the headache.

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Reviewer Name: BBaxter

Review Submission Date: 2022-12-23

Review Title: Appalling customer service, don’t waste your money
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Review Description: Next day delivery still not received after 4 days and zero customer service to resolve the issue. Same stock response on every complaint made via online chat and phone calls. Absolutely appalling customer service, do not order with them. These are big ticket items and they have no interest in helping, just take the money. I now dread having to try and get a refund for my non-delivery.

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Reviewer Name: Chevz Halpern

Review Submission Date: 2022-12-20

Review Title: If I could rate this company zero I…
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Review Description: If I could rate this company zero I would! Absolute thieves.. recently spent £3k on luxury dresses. Items were sent out in appalling condition, stained with cracked buttons. Clearly not quality checked before dispatching. I have waited for weeks and still NOT been refunded. Wasted so much time calling in to a load of incapable call handlers who make fake promises and don’t follow up! Please stay away from this corrupt company. Matches, My Theresa are far better!

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Reviewer Name: Louise

Review Submission Date: 2022-12-19

Review Title: dont shop here anymore
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Review Description: Shockingly terrible service and I will not be shopping there anymore! Firstly sent the wrong item.. then kicked up a fuss saying packing team have confirmed they sent the right item when I sent photos showing they haven’t. Had to replace an order and needed to exchange size over 10 days ago and still received nothing for the exchange and nothing for the original refund! No replies.. phones no longer work! Shocking!!!! I am now down the money for 2 belts and not received any refund or replacement.

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Reviewer Name: IH

Review Submission Date: 2022-12-17

Review Title: Shockingly Bad
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Review Description: Would somebody at Net a Porter please refund my return!The item was received at your warehouse on the 7th December!What on earth is the problem? Why are you holding onto my money?It’s the worst online shopping experience by a country mile.Shocking that a so called premium company can run a business like this. Judging by the reviews, they don’t care to fix it. Well as times get tough Net will get what they deserve.

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Reviewer Name: Paula Laird

Review Submission Date: 2022-12-16

Review Title: Very poor since they've become private…
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Review Description: Very poor since they've become private equity owned. Used to be excellent. I have been trying to get an exchange item for 3 weeks. No one responds to emails and when you phone them you just get a robot who tells you they can't confirm when delivery will be. Not good enough for a retailer that sells goods at this price point

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Reviewer Name: M L

Review Submission Date: 2022-12-15

Review Title: Zero stars if I could
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Review Description: Zero stars if I could. Didn’t receive a $30 makeup brush that I ordered and they want to run an investigation and get back to me. Waste of time and money where other companies would provide much better service than making the customer wait for an error on their part. Will not be ordering from them ever again and will make sure my friends/family know not to either.

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Reviewer Name: Nicholas Chrysafinis

Review Submission Date: 2022-12-15

Review Title: unorofessional
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Review Description: I ordered something and it has been delayed, when i spoke to a live agent i was told that its because they are having a sale. What does that mean? that i have to wait long period of times because they cant handle their orders? THENA DONT ACCEPT THEM. 50% of the reviews are 5 star the other 50% are 1 Star, that says something…

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Reviewer Name: AlexK

Review Submission Date: 2022-12-14

Review Title: Taking us for fools
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Review Description: About 2 weeks ago I decided to unsubscribe from their newsletter. The link is not a 1-click unsubscribe as I expected and needed me to login. I asked customer service on chat to unsubscribe me it took a lot of unnecessary back-and-forth to finally tell me that it would take 7 business days for them to unsubscribe me! This was 2 weeks ago and I still I’m getting the newsletter (which I have marked as spam). They are taking us for fools. Plus acting so desperate is usually a sign of financial trouble (or other). Will not trust them again.