Eimear L.

I bought a pair of ankle boots from this website on Instagram. They were described as 'suede ankle boots' and were very reasonably priced. I received a pair of boots which bore very little resemblence to what was advertised - instead of red suede they were made from a pinkish spongey material. They look cheap and nasty - it is actually comical comparing them to the boots advertised on Instagram. When I tried to return them, I was told that I have to pay for the postage to China and as recognition of how expensive this is - the company would instead offer me 15% - yes 15% - of the original cost. This website is a scam as far as I can see. Based on my experience - they are using fake photos to sell sub-standard items. Do not buy unless you want to spend money on items that belong in the bin!

I have spent a fortune in the outnet and net a porter over the years. Not on big ticket items admittedly but I was a regular customer. Like a lot of people I think their delivery service is absolutely brilliant and while paying postage to return items seems unfair - I took it on the chin because I've bought some great clothes from this site over the years. However I have a a really awful experience with their customer service. I bought a pair of slouchy, boyfriend jeans and after what I would consider a normal amount of wear over three months - a hole appeared in the crotch. I should mention that the jeans had been chemically distressed and the denim was very thin and worn in places. Because they were slouchy and not tight at the crotch, I figured that the hole had appeared due to the movement when I walked. I think most people would agree that being able to walk in a pair of trousers is not an unreasonable demand. So I duly sent them back and was told that the hole had been caused by general wear and tear and they wouldn't give me back my money. I then got another email from a different person in their customer service dept offering to repair the jeans for me. I agreed to this - and now two months later, they have contacted me to say they are not repairing them because they feel that the hole was due to wear and tear. Can I just say that I have owned jeans for years and they have never degraded like this - so getting three months use out of a pair of designer jeans feels pretty bad value. In addition - getting an email (in the eyes of the law a binding document) saying they will repair them and then months later reneging on this commitment - feels like a total lack of respect towards a loyal customer. How much would it take to fix the jeans? I know this site will have many devoted fans, I used to be one - but my experience is that their after sales care is shoddy and unprofessional.