THE OUTNET  Reviews 

Abysmal service. Spent thousands here but not a penny more. Orders placed on the 25th of July still not fully arrived. Only received one item out of the 6. Told different things from different representatives “it’s on its way from the EU warehouse to the US warehouse” to “that item is out of stock” - which is it? At this point I believe they are trying to hold on to people’s money.

Never again, avoid.

*future update, after nearly a month everything got refunded. So they held onto my money for so long knowing they had no stock. Definitely feels fraudulent. Never again.

Wrong items received & I’m being ignored by customer service. I placed an order on July 27th 2026 for Marni Leather Point toe flats in orange… on 12th August I received completely the wrong goods: a pair of Ganni plimsoles & a Maxmara puffer jacket. I’ve spent 45mins on hold with automated customer services line, only to be cut off, and sent 3 emails to customer services and am yet to receive a response. Very poor indeed.

They received my return for a faulty product a month ago. They confirmed it (I had to fight for them to find it). They said I'd get a refund. Still no refund. Now I'm being ghosted.

I would be surprised if this business exists in a few months' time.

Terrible customer service no reply to calls or emails I don’t know what’s changed but avoid at all costs even though the cloths are good value it doesn’t make up for the extremely poor service

My order is made on 25 Jul and I do receive a delay in shipment on 30 Jul. It is over 2 weeks and no news afterwards. Yet, no CS follows up my enquiry email and I knew shipment is delayed but when? Worst shopping experience ever

I genuinely think this website and company is a scam. I’ve placed an order over 3 weeks ago for over £300. I haven’t received an order confirmation for two weeks and I still haven’t received my order. The phone number listed on website doesn’t not work and automatically cuts you off after 15min - no one also ever picks it up. The customer services as much as I got few replies not even one person told me what’s happening with my order and when I’m going to receive it. Surely even if they gave just changed the website that would not affect the way dispatch works or customer services.

Would rate Zero stars if possible. I have not had a reply from the four emails sent, two calls and message on instagram about a return. Really poor service. Still have not had a reply or refund. Unlikely to shop at Outnet.

Terrible handling of refunds . Avoid at all costs as it looks like this company is in trouble . Order number 3398458.
I have emailed and no response. I have also phoned on multiple occasions but you get cut off after 15 mins of holding each time

One of the worst customer service experiences ever. BUYER BEWARE!

I received a dress and the order is still showing as 'pending' online - and as such I cannot register the return online.

Impossible to get in contact with anyone from customer service and all public communication platforms have been blocked e.g cannot leave comments on instagram. This in itself shows that they are actively trying to avoid communicating with clients.

Please can someone contact me regarding the above.

I have never experienced such poor customer service. I have been trying to reach The Outnet customer service team for over two weeks, I have sent 4 emails and nobody has even acknowledged them. I have been charged for orders that should have been cancelled - do not order from this company unless you’re willing to never get your money back.

Still waiting for delivery no confirmation email ordered two weeks ago won’t be using these people again awful company

The website is wonderful but return process is extremely slow and this for UK customers perhaps is off putting

Guys, you just destroyed the website for Swiss customers. What did you do to the website??? Over the years, I have been your loyal client; I guess now it is over. You excluded nice brands from the list, you increased prices, your platform doesn't work at all: no filters functioning, no saved items in Favourites... Bravo to your management. You are the experts on how to ruin everything in 3 days.

I would give zero stars if I could. As a regular shopper from The Outnet for years I am shocked and apalled at the state of customer service and warn customers to not buy from this platform. I placed a big sale order in July. When trying to track my order a week later on the chat I was told their system was down and they could not provide a tracking number or confirmation of my purchase. I could not go collect it from the pick up point as they could not provide me with any proof of shipping. When I eventually got it and wanted to return - again their system down. I eventually got through to someone after many calls and emails and they said just use the label and proforma and send it back. And that is what i did and it appears to be stuck with UPS for 3 weeks. I have called several times only to be on hold for 20 mins at a time and their customer service email bounces back as full. They have also disabled comments on their socials. This company is dodgy as hell and has gone down in quality severely. I advise to not use the Outnet .

My experience in the last month has been appalling. I’ve been waiting for over a month just for a confirmation of a return, have recieved no response to multiple emails, and been hanging on the phone waiting for a pick up for hours. This is a complete opposite of what The Outnet and its customer care used to be with the previous owners. At this rate the company with so many loyal customers will lose all of them. And please don’t say ‘send us an email with your order number’ because I have done this over 10 times already.

I used to buy occasionally from The Outnet and found the website and customer service response helpful as their previous website was not always accurate with sizing or where an item was made.
However, last month I ordered two things together. Interestingly, the funds were immediately taken from my bank but nothing was shipped. After about two weeks a random email said they are experiencing delays.
I then emailed customer service to ask how long are the delays but no response.
My items have finally arrived although with no care to presenting them well or folding them well. Just because items are discounted does not mean that they should be packaged with disregard. They have still cost money.
Due to the nondescript sizing info on the website, I was keen to rerun one item but now that I have read all these other reviews I feel that TheOutnet is probably going to collapse like Matchesfashion did.
Would not recommend.

I bought an item that took far too long to arrive. I tried to cancel the order which they ignored. When the item arrived it was too big so I have tried to it. It’s a nightmare. Three emails completely ignored, one phone number is discontinued and the other number I tried I waited an hour and still didn’t get through. They used to be slow but really reliable. I know they were sold to another company in April but I fear they must be about to go out of business to be ignoring their customers like this. Beware.

The customer service is terrible. Order took over 2 weeks to ship. I have since received it but need to return the item. Have emailed multiple times requesting a returns label as per their new returns process but haven’t received any response. This is ridiculous that it’s been nearly 5 days so far waiting for a returns label with still no answer!! How long will it take to get my refund if this is how long it takes to not even get a label?!
I see they also just send the same response to anyone who has a complaint on here, asking to email yet another email address which I’m sure will not get a response!! Will not be ordering from this company again.

I was a customer of The Outnet for about 7 years, which is why I am giving it two stars due to the positive experience I had - which has now completely vanished.

I placed an order on the 26th of July; there was no response. The label was created, but the order was never sent. There was no confirmation, and the follow-up with the customer service team (which was great before) led nowhere. It’s a real shame, they built a good reputation, and I was one of their many loyal customers, but now I will involve the credit card company to resolve the matter.

Absolutely appalling. If you’re moving your warehouse, you should stop accepting orders and charging customers.
I also cannot believe that not a single representative of the company is available to respond.

- Liza

I am extremely disappointed with THE OUTNET. On July 26, 2026, at 22:13, I placed an order as a Guest user. An amount of USD 895.65 was successfully deducted from my bank account (Bank descriptor: “The Outnet New York USA”, Visa ending in 7804).However, I have never received any order confirmation email, and I do not have an Order Number. It has been nearly 3 weeks now, and my shipment is supposed to go to Kuwait.I have tried every possible way to contact customer service. I sent multiple emails to their support addresses, reached out via social media, and even called their phone support internationally, waiting on the line for a long time with absolutely no answer or resolution. They just took my money and vanished.I need a human representative from THE OUTNET to contact me immediately with my official Order Number and shipping details. If this is not resolved urgently, I will file a formal chargeback dispute through my bank.Customer Name: Lolowa AlrasheedCountry: KuwaitDate of Purchase: 26 July 2026