THE OUTNET.COM Reviews 156

Hi! help me please. tracking number EE464891323IT. in Russia in EMS they said that my parcel is in Italy. in the outnet the status is -Delivered. I paid on January 19. what should I do?

I read the reviews saw te low marks and high level of dissatisfaction but went ahead anyways as the price was too good to miss for these goregous Sam Elderman boots. To my surprise I was kept informed and they were delivered within a week of placing the order. Lovely, we'll packaged, I couldn't have asked for more. Thank you

- 1 star …. Don’t use them … can contact customer service but refunds take 1 month plus … avoid at all costs

I ordered a pair of trousers £495 on December 10th.
the order never arrived even though it states it was delivered on 21st December. I have been in contact every week with the Outnet and still I am waiting for a refund. I have just spoke to another person who told me not to get in touch again and be patient !
Why should I have to wait for a refund whilst they put in a claim..... its not my problem it never arrived but the customer seems to be unimportant.
Shame really as i've always enjoyed shopping with them. So 10 weeks today and still unresolved, disappointed is putting it mild.

This company is not the same as it used to be! It says on their website the standard delivery will be made between 4 to 6 working days…I’ve been now waiting for 10 days and made a delivery change for parcel to be delivered to my local shop as I knew I won’t be home when they will attempt to deliver it. My local shop is 5 mins away from my home but I just got a notification that I need to wait another 10 days for it to be delivered?!
I’ve emailed customer service but got the same old response “we are experiencing extremely high number of orders, please be patient”. I’ve tried to contact UPS but they are equally useless! Now I just pray that when/if I eventually get the items they will fit as looking at the reviews below, returns are even more painful!

23.02.22 - i've ordered one more thing from The Outnet and have to say the delivery process seems to be much quicker now. however it does not change the fact the returns are very painful!

Do not use this company anymore. I had been a loyal customer for 15 years. Recently they switched their delivery company from DHL to UPS and it has been a disaster.
I ordered 2 items. About 2 weeks later I received an email from Outnet saying my delivery will be on the Friday. Apparently UPS attempted to delivery on the Thursday. I was in but heard nothing. A card posted through the letter box stated I could pick up my parcel at a local newsagents (address given). This does not exist. It is a metal shutter door on a residential building, permanently shut, not manned. It is not a shop or a pick-up point...a scam.
I called the Outnet now 4 times, emailed them with no reply. Also called and emailed UPS.
An agent from the Outnet told me they have thousands of customers with the same issue in the UK and Germany. He told me that UPS are the problem and the fact the Outnet have had their staff drastically cut and the company has grown.
Apparently returns are even worse!
I have received no goods, and am powerless to do anything. UPS are impossible to contact and the Outnet blames UPS and has not resolved anything.
I doubt very much that I will receive my items and have serious concerns that I have not been offered a refund for the very expensive items. It takes 20-30 minutes to get through to the Outnet on the phone. The staff although friendly seem powerless to do anything to resolve the problem.
Other reviews show that many customers have had the same problems and have not hot refunds for undelivered items.

Outnet recent experience poor. Do not respond to emails. I deeply regret my recent order with them. Especially after reading all the reviews.

UPS sent my return back to me in the UK instead of sending to Outnet in Italy. 4 emails numerous telephone calls. To call centre in India. The calls are cut off & staff extremely rude.

If you want to gamble with money on fashion shop at the Outnet. You may win a great deal on designer fashion or you may loose all your money.

They owe me a lot of money for returns and I am still waiting 8 weeks later. Have spent a good part of 6 hours over the last 5 weeks phoning and emailing and I keep getting fobbed off by a ‘fake’ call centre and then nobody replies to emails. It is now in the hands of PayPal and I hope the fraud department shut them down they are thieves and do not deserve to have a business.The amount of stress and anxiety this causes is awful. A lawyers Letter to them will be next. Stay away from the outnet.

My return has been stuck at customs in Italy for over 3 weeks and they're doing nothing about it. DHL website says Outnet needs to get in touch with them to clear customs, something that I've also told them over the online chat and email and nothing happens. No response from them whatsoever. Appalling service, especially from a luxury retailer. Shop elsewhere!

I purchased an item for 120 euro and a week or so after it arrived, it went down to 75 euro on clearance. As I was within the 28 day return window, I asked if I could have the 45 euro difference refunded to me since I could just easily return it and repurchase. However, customer service completely ignored my emails which I am taking as a refusal to refund me. I am very disappointed with this overall as it is in poor taste in my opinion.

My experience with outnet was excellent. I ordered a pair of Grensons ankle boots for my wife. They were at least a size too small (my fault) and I read the reviews and thought, "oh s**t I'm going to have problems getting my money back!" The process couldn't have been easier. They were collected by the Couriers and sent back to Italy. I got the refund after about 10 days. I would certainly use this company again.

What everyone said: poor customer service been going back and forth for nearly 3 weeks. Was given incorrect email. Customer service just refers you back to email where they don’t answer any useful questions. Life it too short to deal with the Outnet to return 1 pair of jeans! Oh on a funny note the agent who just picked up the phone in the most irritated monotone voice with “who do I have the pleasure of talking to?” And I just about fell over laughing. But seriously, they suck buy from somewhere else cause it’s a headache if there’s a problem with the item.

Sort your “24/7” phone lines out, sort your service out, sort your communication out , sort your delivery out… I could go on and on!!!… if I could give 0 stars I would!!!!😡 never again!

Poor customer service from a brand where more is expected.
I bought a dress for an upcoming wedding (at short notice I was leaving London 4 days later and paid extra for next day delivery). I thought this was a reliable service but I was wrong. Dress came from Bologna (how next day delivery was possible to be offered I’m not quite sure!) and was delivered after I had left by a long way. Paid £15 to have this couriered up from London. Email to customer services. No proper apology or even reply. A previously trusted brand that has let me down for an important occasion and I will not be using again.

Items I bought came from Italy so took awhile to arrive via DHL. Returning an item was frustrating and just complicated. Could never speak to anyone from CS as you were constantly left on hold. Think I was on hold 1 time 20 mins then tried throughout day same thing happened. Emailing was no clearer or helpful 🥵
Such a rubbish experience - would never go back to this site again. I have experience with a good deal of fashion retailers as my work is in this field. These guys not good.

I was emailing “24/7” customer service for more than a week now, and I spent over 40 minutes on phone and nobody replied neither over the phone nor via email. I want a refund and I want it ASAP.

Jeg anbefaler absolut ikke the Outnet. Min kjole blev leveret hurtigt, men stropperne var revet over og stoffet hvor de havde siddet helt flosset. Jeg har skrevet til kundeservice men intet hørt. Det er umulig at komme igennem på telefonen.
Sådan her kan man ikke drive en virksomhed og
Medmindre de snarest kontakter mig kommer jeg aldrig mere til turde købe hos dem igen efter den behandling.

If I could give this zero I would. I’m awaiting a refund from over two months ago, have rung twice, emailed four times. I’ve been fobbed off and told lies. Avoid at all costs, the “bargains” aren’t worth it. They don’t even do the simple things right like a simple “we’ve got your return” automated email.

If you want cancel an order just be ready to spend on the line more than 20 minutes and after that you will hear “No,you can’t cancel it” even if you placed it few hours ago....Rubbish service.

We are about to sue as they continuously ignore the return request which was made a day after the arrival of the ordered items. The value of these items are by law claimable due to their terms and conditions and eligible for a full refund, the fraudulent behaviour to ignore the ten plus email requests to leave the products not refunded back.