THE OUTNET.COM Anmeldelser 156

I have been buying from this Company for years now. A number of Items purchased beg Feb. UPS collected returns. Has taken 4 weeks for Outnet to confirm receipt. Advised 'checking' the items before refund. It is now 2nd April & no sign of a refund as yet. Cannot understand the unnecessary delays in getting my money back. Won't place further orders. They have lost a loyal customer. Such a shame they have gone downhill.

Company never sent a $20 usd item in the order then offered a $4 refund to cover the missing $20 item that was paid for. Straight up fraud. Then wanted all the items returned at buyers expense if the $4 amount wasn't excepted. Not to mention over a month to get said items. Order at your own risk people. You have been warned. Have all the emails and tracking to back up what I'm saying.

I am sharing my experience with THE OUTNET regarding my recent return, and it has been the most frustrating and stressful shopping experience I have ever had.

I returned an item in late November 2025. From the start, OUTNET issued an incorrect UPS shipment label, which caused delays. After sending the parcel, UPS could not release it because the return proforma invoice provided by OUTNET was incomplete. Despite UPS repeatedly contacting OUTNET, I received no proactive updates or solutions. My parcel was stuck in the UPS warehouse / customs for several weeks.

Over this period, I emailed and called at least seven different customer service staff, and still received vague or no updates. I even escalated to CS managers, clearly stating that OUTNET owes me money and I could take legal action. Honestly, I feel like I was doing OUTNET staff work for free, just to try and get my parcel released.

Eventually, I had to deal with UPS myself to ensure my parcel could be released. This entire process was unnecessarily complicated, stressful, and completely unprofessional.

In summary:
• Wrong shipment label / waybill issued by OUTNET
• Incomplete return proforma invoice delayed UPS release
• No proactive updates; I had to chase the company continuously
• Multiple emails and calls required with virtually the entire CS team
• Had to escalate to managers and handle UPS myself

This company is hopeless at handling returns. They create unnecessary delays, shift the burden to the customer, and show no accountability. If I had a choice, I would give them a negative star, not even one star. I would never recommend OUTNET to anyone who values their time, money, or sanity.

Ordered re/done jeans, they were marked final sale non returnable- fine. Checked sizing, followed site recommendation, received jeans that are far too big. Called customer service told, can't return them. Have used outnet for years this was my first return and very annoyed that they won't address their poor sizing guidance.

Really bad customer service, I guess they want everyone to use the sister sites of Yoox and NET-A-PORTER instead.

Got 3 faulty items. 1 missing item from my order. The customer service approved my return for 1 item only AFTER HOURS of sending photos, and they said they don't see a defect in USED shoes they shipped me and a dress that is crooked! After that, they went totally silent. Will be filling a chargeback

This company sent out a size I never requested kept my funds, told me not to accept the goods, these were then sitting lost with UPS.
Finally they were returned to The Outnet after weeks.
Outnet will not refund me my funds.
They continuously say looking into it.
The worst customer services ever.
They have the goods and funds after 4 months.
I email weekly but they do not refund my money.
I will not order from them again.

I have posted reviews on all the Trustpilot pages for this business to warn others. I have just concluded my refund ordeal with this company. Despite returning the parcel which arrived with me in diabolical condition, through UPS and obtaining tracking information, the parcel was missing. The company told me to contact the courier. I said no it’s your responsibility. I had to open a PayPal dispute and a court claim with HMCTS. In the end, they refunded my money, court fee and interest due to the delay on their part. This business is in trouble, I can’t think why else they would operate like this. If you want a nightmare ordeal order from them. If not, just go direct to the manufacturer and pay the price for your desired items.

I was charged for items that were never shipped, and after repeated follow-ups, I received contradictory explanations and zero accountability. Customer service passed me between different agents, denied what my bank records clearly show, and even attempted to collect payment again instead of issuing a refund.

If 1 star is a very generous score, that says everything.
Do not buy from The Outnet if you expect refunds for undelivered items.

Website is a Disaster

1 star is generous

They are quick to accept payment but good luck trying to actually receive delivery.

If delivery goes missing, they just refer you to an automated email "we are working to get in contact with our delivery partner" but then never actually do.

Been waiting for more than a few weeks and will need to initiate a credit card charge back

Save yourself the hassle

I generally try and not provide negative reviews, and I have been a long term customer, but this has gone downhill beyond all limits.

First, the only chance to actually get your shipment on time is next day delivery. Beyond this, nobody has a clue of where the order is.

Second, and this has been remarked upon in other comments, records of customer communication are not retained, resulting in confusion. Instructions given to one individual are not passed to others and not available on the order detail.

Third: no, Outnet, you do not decide to cancel my order if I’ve not given you explicit instructions, but only asked whether it was possible and didn’t proceed with the chat because I wanted to discuss this on a call with the customer service.

Fourth, you don’t then claim that I have ‘instructed’ you to cancel the order when I have asked whether it was possible, was told it’s not guaranteed, and the only other thing I said was that I’ll speak to customer service to decide what to do.

Fifth, if you make a mistake, you own up to it and try and put it right. This means actually making an effort and not just waiting to see what feedback comes through.

Sixth, you answer the questions posed, directly. I don’t need your 10th explainer of what happened (which is also incorrect), I need an answer as to what you will do to resolve it. If the policy only allows you to ‘wait’ , actually state that. I will log a complaint and take my business elsewhere (after probably £10k+ spent over the years)

Have been a regular shopper in the past and often received incorrect orders. However my attempts to co ordinate my delivery have been shocking customer service do not speak to each other and my hours spent emailing and on phones were blatantly ignored. My package was sent to the wrong g location 3 times where it was refused I was assured it would be sent to the correct location. I was then assured the package would be redirected to myself. It was not. The item was put back up for sale and my emails went quite. It wasn’t u til I had to request a refund from my payment provider I heard anything. Very very disappointed.

A website offering luxury brand products, but absolutely inflexible when it comes to returns and exchanges.
I purchased an item that was on final sale and marked as non-refundable. However, in my understanding, “non-refundable” and “non-exchangeable for size” are not the same thing. When shopping for clothing online, customers cannot always predict whether a particular brand’s sizing will fit, since sizing often varies across brands.

Considering that this purchase was not for 100 dirhams but significantly more expensive, I expected a service that reflects the price level. Unfortunately, the customer service provided was even lower than what I have experienced with much cheaper clothing stores. The operator didnt even try to help.

It is one thing when you buy the last piece in a physical store on sale and it is clearly marked as non-returnable, but you can try it and quite another when shopping online, where size uncertainty is unavoidable. The service here is very weak, and I would not recommend.

The service doesnt correspond to the luxury branded stores.

Terrible company. 1 star is too generous.
It took 4 & 1/2 hours of phone calls to organise a delivery. No one listens to you and no one cares. And their choice of delivery is equally bad ie. UPS.

I ordered some boots that I'd seen listed on Outnet, Poshmark, and eBay. All three had the exact same listing and photos with slightly different prices, although Outnet was the cheapest with no shipping charge.
I only received an acknowledgment from Paypal about the transaction, but nothing from Outnet, and no tracking information about any shipping advice.
Contacted the seller via the email provided by the Paypal notice, but got radio silence.
A couple weeks later ordered the same item from Poshmark, got an immediate confirmation, and boots were shipped out same day.

Check this out!

- I contacted The Outnet on June 9th about an item that was never refunded, good thing I track my refunds very closely and have everything written down.
- No reply.
- Emailed again on June 17th,
- They replied 'I apologize that you were not refunded for your returned sandals.
We received an update the item does not conform with the return policy as the item was received with scratched soles, therefore it was rejected.
The item will be shipped back to you, please confirm your reshipment address.
- Emailed June 19th 'that is unacceptable! the item came with those scratches, the shoes were never worn!'
- They replied 'I am sorry that your return was rejected.
Please note that we are not able to dispute the decision of our team. We will not offer you a refund or a replacement on this occasion.'
- Emailed 'This is completely unacceptable.
Where dose it say this on your website and why am I the one to blame when you are the ones that sent the item damaged?! I am a long time customer of yours and never encountered such service before, will really consider whether to keep shopping with you in future. This is a disgrace and total stealing of my money.
- Emailed June 23rd 'Hi, where is this issue standing at?'
- They replied June 26th 'I am sorry that your return was rejected. Please note that we are not able to dispute the decision of our team. We will not offer you a refund or a replacement on this occasion.
- Emailed June 27th 'Very disappointing to say the least! Send them back to me. My address is...
- No reply!
- Emailed June 30th 'If you aren’t going to refund me please make sure to send the item back to me as soon as possible.'
- No reply!
- Emailed June 2nd 'I am still waiting for a reply, what is taking so long?'
- NO REPLY!
- Emailed again to a new email thread and contacted customer care through the online shop chat.
- Chat reply 'Your email has been received and will be looked into again further for you by our team. Please allow a few days for a response through email.'
- I replied I had got no reply to already 5 emails.
- Chat reply 'I apologies for the inconvenience. This matter is with our dedicated team, and its resolution is outside our immediate control so has been passed on for you. I'm sorry for the disappointment caused. Feel free to reach out if there's anything else I can assist you with.' and ENDED THE CHAT!

I mean what a cheek! the nerve on them!

The service I had NOT received on the matter is outrageous!
I am a long time customer of there's and will not be shopping with them again to say the least!
NOT recommending them.
This is all coming from a fashion designer and stylist, so many many potential buyers lost on their end.

My hopes to ever receive those sandals or refund back are low.
cost was HK$1,136 - stolen by The Outnet.

I placed an order with Outnet on June 3 and paid for express shipping, which is supposed to take three business days. As of June 17, UPS tracking still shows they have not received the package.

I have contacted customer service several times and still have no clear update or explanation. The responses have been generic and unhelpful.

If Outnet cannot fulfil express shipping, they should not offer or charge for it. After reading other reviews, it sounds like the return process is just as frustrating. This has been a very poor experience from start to finish, and I will not be ordering from Outnet again.

finally I have my orders and a partial refund. And the items are lovely apart from one which I will return. This didnt have to be so difficult! Thank you for finally responding and sorting this out!

This company is super dodgy with it’s returns policy (in the UK anyway).

Sorting next steps for a faulty belt - which I’ve had for under 6mth and was unused with all the labels still attached - should have been very straightforward: UK law is super clear on what needs to happen (company must try to fix it or offer full refund). Apparently The OUTNET either didn’t get the memo or did and didn’t care or - so much worse and cynical - try to get away with not complying assuming the customer doesn’t know.

They started out asking for all kinds of irrelevant information and lots of unnecessary back and forths. Then said there’s nothing they can do, so I pointed out the law. Then they offered me a credit note, as a exception, so again, I pointed out the law. They stuck with their credit note, suggesting I’ve owned it over 6mths (which they know is nonsense) & referring to their terms and conditions. I explained yet again that they were breaking the law.

At this point I reported them to the Trading Standards Authority, who are now investigating. I was given a letter to send them informing them they had 14 days to respond and comply with the consumer rights act of 2015. Guess who then gets a letter offering a refund, again, saying this was an “exceptional occasion”.

What I find so distasteful is that they made something that should have been simple really hard (for a bloody belt worth under £50 - I dread to think how difficult and obstinate they will get for the more expensive items). It’s like they just hoped I would give up and go away. You shouldn’t have to threaten them into doing the right thing.

I’m glad that they are being investigated and would recommend anyone else struggling with them to contact the Citizens Advice Bureau who will escalate it for you if appropriate. The more people coming forward with their experiences of their terrible customer service, the more weight and evidence of wrong doing for the TSA to do something. They need to be held accountable and to change, not only their terms and conditions - which are clearly not UK compliant - but also how they treat their customers. Good luck everyone🤞

One star is too much. Service is beyond horrible. I ordered on 28/2 they never delivered. When tracked their delivery , UPS, they gave me an option to choose delivery date. But they did not deliver and said they are keeping it in their depot !! Contacted Outnet many times, despite being “sorry ” repeatedly they failed to help in any concrete way. an online shop that is failing at every level. Today exactly 1 month after my order and 15 days after cancellation I have NOT yet received my money. DO NOT BUY FROM THEM. Totally beyond belief.