THE OUTNET.COM Reviews 

I could give -5 stars if I could!
I ordered a pair of trousers in a uk 8, they sent me a uk14, I asked for a refund of the €10 delivery I paid. They keep telling me they sent me the correct item despite my sending them many photos of the wrong item. Their own website size guide and my order email. Horrendous experience

Poor service. Very slow delivery time so I cancel my order. Never receive the parcel it was return back to the wear house took over a month still not get my refund back yet.

Avoid The Outnet at all costs.

This has been, without question, one of the worst online shopping experiences I have ever had.

I placed an order worth around 300€ and never received it. UPS completed its investigation and was unable to locate the package. More than six weeks later, I am still without the item and without a refund.

What is truly shocking is not that a package went missing, mistakes happen. The real issue is how The Outnet handles its customers when something goes wrong. For over a month and a half, I have been trapped in an endless cycle of excuses, delays, and generic responses. Every time I contact customer service, I am told to be patient, that the case is being investigated, or that someone will get back to me. Nothing actually happens.

A luxury retailer should stand behind its customers. Instead, The Outnet appears far more interested in dragging out the process than resolving a legitimate issue. As a customer, I am left carrying all the risk while the company holds onto my money.

If you are considering ordering from The Outnet, ask yourself a simple question: what happens if your package is lost? Based on my experience, you may spend weeks or even months chasing customer service while receiving no meaningful assistance and no resolution.

There are countless online retailers selling the same brands and products. I strongly recommend buying elsewhere. The slight discount is simply not worth the risk of dealing with a company that, in my experience, fails to take responsibility when an order goes missing.

I regret ordering from The Outnet and will never shop there again.

They became the largest online retailer in the world by sending damaged products and wrong size and refuse to do anything about it. Worse of all, they offer return or refund than take their words back.
Waste of time, money, and fabrics.

Placed my order 9 days ago and it’s still not been shipped! The dress I ordered is needed for an event that I now very much doubt I’ll receive in time. Customer service are absolutely useless and I’m suppose to be a VIP customer what a joke!

This company still hasn’t issued my refund after more than 2 months, despite repeated follow-ups. Extremely disappointing customer service and very poor communication throughout the process.

Ladies, please be cautious when ordering high-value items, as my experience has been far from acceptable.

I've been a loyal customer for many years and would generally give five stars for this company, I don't agree with all the one star reviews but I've just tried to create an exchange order and they seem to have cancelled that as an option - so I have to return the item and place a new order for the same dress in a different size. So, I've lost the deal I got because as a new order I pay full price not the discounted price with the voucher I had which was valid in April, I pay the delivery again and I'm out of pocket double the price while they receive my return and refund the money for that original order. Really unhappy and it will completely change how often and whether or not I ever use the OUTNET again. Needless to say, I'm not placing the replacement order, I will shop elsewhere and possibly won't shop with them again, which will cost them thousands of pounds.

Having been a previous customer, I thought all would be well. However I ordered a skirt using the size guide only to find that what they recommended as a size 10 was in fact a size 12-14 when it arrived (after incredibly slow shipping). I cross referenced the brand’s size guide on their website and the mistake was the Outnet’s as their size guide didn’t match the brand. Sent off the return, and they begrudgingly agreed to waive delivery charges on the new order I placed for the correct size, although somehow they tried to make it my fault that their size guide was wrong?!

The return is now approved, but no sign of the refund being issued… and the replacement is stuck in UPS hell at the delivery warehouse - just shows as endlessly “delayed” and the UPS call centre keeps telling me to wait til the end of the day for a tracking update. So now I’m out of £ for two skirts and have zero skirts in my possession. So glad I paid with a credit card as I think we are in dispute territory.

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.