THE OUTNET  Reviews 

WHAT HAPPENED TO THE OUTNET?
For the past decade, The Outnet was worthy of a 10 star rating. Their July “migration” undid all of that. Shipping morphed from 1-week to close to 1 month, due to product storage overseas. Customer service reps no longer have immediate access to supervisors, leading to a 24-72 hour promised response time. My particularly delivery arrived a day or so shy of the one month mark. After multiple phone calls, some of which I held on for 45 minutes before getting disconnected, my package was expedited. I was sorely disappointed to receive something I did not order. I have 48 more hours to wait to authorization to return it. If this is company wide, it’s a poor business model. Customer service is a prized commodity in this day and age. Without it, I will look elsewhere.

Avoid - order was not delivered. Have been emailing and calling (no answer) for 5 weeks. No response whatsoever. I used to love ordering from The Outnet... Do yourself a favour and save yourself a headache: Do not order from this website. It's a disaster. You can't even view the items you actually ordered on the website after placing the order. Only an article number which means nothing on the website. Very Very disappointing.

Ordered the products, nothing got shipped after almost 3 weeks (clearly after their est shipping date), cancelled the order and confirmed, and no refund issued at all after 9 days...

I now have to contact my bank for transaction dispute...hopefully I can get my money back.

Now I feel that this company is a total scam...

No response to several requests for a returns label and haven’t been able to get through via their customer service number. On each occasion, I was placed on hold and the call automatically disconnected after approximately 15 minutes. I have therefore been unable to speak to anyone who can arrange the return. Have now resorted to making a claim via my credit card company. As per other reviews avoid the company now.

I purchased some jeans on the aug 17 and it’s been o er two weeks and still not processed and eta states sept 29… that’s over a month and a half later! I spoke to them and they threatened that it’s too late to cancel now. Beware with this shitty place.

The delivery was slow and return even slower. No response from customer care , all my emails were ignored. It’s a sign that a business is going under. I have been a regular and faithful customer for many years but the service this time was appalling

I have no idea what is going on at The Outnet, but my strong recommendation is DO NOT GO NEAR THEM - I can only assume that they have been hacked, as no business can possibly be this poor! Wrong order send with no matching bikini's, returned and only one was credited despite taking the packing open to the shop to watch them seal it! THEN, two wrong items sent, and no contact from them about returning

Hidden U.S. Import Fees & Zero Customer Support—European Buyers Beware! I placed an order with The Outnet believing I was shopping from a European store (Order #3393946 for a €270 Missoni cardigan). At checkout, my invoice explicitly showed "Taxes: €0.00." To my surprise, the parcel was shipped from the U.S. to Luxembourg, triggering a massive €101.13 extra bill from UPS for import VAT, customs duties, and carrier fees. When I reached out to The Outnet’s customer service for help and clarification, I received zero response. Left completely in the dark, UPS informed me that the package would be considered abandoned/lost if the fees weren't paid. I was forced to pay the extra €101.13 just to receive the item I already paid for—bringing the total cost to €371.13. Warning to European customers: Double-check where your item is actually shipping from before buying! The Outnet fails to clearly notify you at checkout if an item ships DDU (Delivery Duty Unpaid) from a U.S. warehouse, and their customer support is non-existent when issues arise. Very disappointing experience.

I have been a loyal THE OUTNET customer for many years, which makes this experience particularly disappointing.

My account has always been set to EUR, with Germany as my delivery country, and I did not change these settings. Yet my recent order was unexpectedly processed in USD. After the order was cancelled and refunded, this resulted in a €14.07 exchange-rate difference with Klarna.

Klarna explained the situation clearly and confirmed that the difference resulted from the exchange rates applied to the original charge and the refund. However, THE OUTNET refused to take responsibility or properly address why my order had been processed in USD in the first place.

After numerous emails, I was simply offered a €14.07 gift card. This does not solve the problem — and completely misses the point.

The €14.07 itself is not what bothers me. It is the way THE OUTNET handled the situation and the complete lack of a satisfactory explanation.

After years as a customer, I am extremely disappointed and have decided to close my account.

I will not be shopping with THE OUTNET again.

Something is going wrong...They are not sending anything. Usually it was 2-3 days now after the order they shoed me 28 of september. While I asked for return they wrote me that I need to wait for delivery before they will make the return! What is going on? Is it scam?

I have shopped at the Outnet for years and had no reason to think this time would be any different. After placing my order I got an email saying my order would not arrive for 4-6 weeks. This is way too late for my vacation which is in 3 weeks time and I have never experienced this before. So I emailed them. 5 times now to cancel. My order hasn't been processed some 12 days later and payment still hasn't been taken. Although I feel grateful they haven't taken my money compared to other reviewers here stuck with the wrong items or items they cannot return. No response. So I call them, they had to apparently 'fill out a form' and I have to wait for 24-48 hours for a response. It's now been 7 days and still nothing. It's ridiculous. If they now dare take payment I will be contacting my card provider to reverse the transaction as I have ample evidence I have tried to cancel well within the 14 day UK legal limit. Looking at all these reviews, it seems something strange is going on with the new buyer and they are just taking cash and winding the business up??? Or is this actually falling into scam territory now?

Even one star is a lot for this online retailer.

They don't bother responding to matters related to product and customer support if it doesn't help their wallet.

Product defects and EU consumer rights do not exist in their vocabulary.

I have been a loyal customer of THE OUTNET for around 8 years and have ordered from them regularly over the years. Unfortunately, the service has recently become an absolute disaster.

My latest experience has been particularly disappointing. I specifically paid extra for express shipping because I needed my order by a certain date, but the order did not arrive on time. Even worse, I received no shipping confirmation, no proper update, and no response to my messages.

This is not the level of service I would expect from a company I have trusted and shopped with for so many years. Customer service seems almost impossible to reach, and paying extra for express delivery appears to mean nothing.

It is incredibly frustrating to see how much the service has deteriorated. After 8 years as a regular customer, I am seriously reconsidering ordering from THE OUTNET again.

I am extremely disappointed with THE OUTNET's customer service.

I placed an online order of more than €1,000 and have now been trying for approximately four weeks simply to arrange the return of several items.

I have sent more than eight emails, each time clearly stating my order number and requesting the necessary return documentation/instructions. None of these emails has received a meaningful response.

I have also called Customer Care three times, but have been unable to speak to anyone who could help me.

My biggest concern now is that, because THE OUTNET has failed to respond to my repeated requests, their return deadline may have passed. I have clear evidence that I contacted them repeatedly and attempted to arrange the return well within the applicable return period.

For an international luxury retailer, this level of customer service is unacceptable. Returning an online purchase should be a straightforward process, not something that requires eight emails and multiple unanswered phone calls over four weeks.

I am still waiting for THE OUTNET to provide a way for me to return the goods and refund the amount owed to me.

Until this is resolved, I cannot recommend shopping with THE OUTNET.

Always loved to shop at outnet.com, however have been trying to get in touch for nearly 2 weeks regarding a return label but haven't received any response from customer service. Now I can't return the item!

6 weeks that we have returned the item. NO REFUND Do not buy from this site. Robbers.

I placed an order in June which never arrived. UPS confirmed the parcel was lost in transit but the OUTNET have repeatedly said they’re looking into it but no refund has been issued and I am significantly out of pocket. Do not use this company.

In the end, my issue was resolved successfully and the €46.61 import fee that I had incorrectly been charged by UPS was fully refunded. Once I was in contact with Customer Care, the communication was friendly and helpful, and the reimbursement was handled quickly.

However, there is definitely room for improvement in terms of accessibility and response times. My initial enquiry took a very long time to receive a response, and there was not even an automated acknowledgement confirming that my emails had been received. This made the situation particularly frustrating, as I had no way of knowing whether my messages were actually being processed. I also tried several times to contact Customer Care by phone but was never able to reach anyone.

Overall, I am happy with how the issue was ultimately resolved, but given the difficulty in reaching Customer Care and the lack of communication at the beginning, I think four stars is a fair rating.

Appaling turn around times for delivery and refunds. Was told by UPS that customs duties were owing, when I called UPS to enquire, they said the duties are paid by the retailer but they had entered my details for payment. Called Outnet to raise this and who after 6 business days (and counting) are still "investigating". I have been waiting for the delivery of this parcel for over 3 weeks. Similarly have been chasing a refund for weeks and have just been refunded the pre tax amount of the item and not the full amount I paid! Completely disgraceful.

! TERRIBLE SERVICE !
Back on 2 April I Ordered a few dresses hoping that I would use one or two of them for my wedding and reception. Delivery took weeks and finally I got the parcel at the end of April (via ups.. quality of their services is another story). One of the dresses was damaged and dirty and the other one just dirty. I sent them back more than 3 months ago and UPS lost the parcel. Still waiting for investigation to be concluded and my refund. The customer service and investigation teams are a joke!
Do yourself a favour and DONT USE OUTNET