The Outnet

I returned an order to The Outnet weeks ago and have been waiting for my refund ever since. Despite numerous phone calls and emails to follow up, I'm now being told that they can't confirm whether they've received the returned items and that the refund processing time is up to 6 weeks, even though their website states it should take 3 days. I was repeatedly assured that a manager would contact me, but this never happened. I was also promised updates via email, which I never received. I'm extremely disappointed with this experience and will not be shopping at The Outnet again. Be cautious if you're considering buying from them.

I'm honestly beyond frustrated with The Outnet and their handling of my recent order. It's been a full month, and my order was *lost* by UPS, yet I've received absolutely no resolution or compensation. All I've gotten from The Outnet is generic, cookie-cutter responses that provide no actual solution.

After multiple follow-ups, they've given me the runaround, constantly telling me they're "looking into it" or that I need to wait for UPS to resolve the issue. But there's been no proactive effort on their end to escalate things, and I'm still out the money I paid for my order.

I understand delays happen, but this lack of accountability and communication is just unacceptable for a retailer of this caliber. It's like they've completely abandoned any sense of responsibility once the order leaves their warehouse. I've emailed them multiple times with no concrete answers, and each response feels more like a brush-off than an actual attempt to help.

It's been a full month, and I'm still waiting for my money back, with zero urgency or empathy from their customer service team. I used to love shopping on The Outnet, but after this, I'm seriously reconsidering ever buying from them again.

I had called UPS and they even said that sometimes their drivers drive off with big boxes as they have knowledge of "expensive" retailers. Because I live so close to the Swiss/German border, UPS doesnt even use UPS vehicles to deliver. Its like they hire white vans to deliver UPS packages so they just drive off with the goods and never return. The fact that UPS is telling me this and The outnet is telling me they have alot of issues of this kind but they continue to use them?
My order was about 2500 EUROS and there is no sign i will get my money anytime soon.

If you're considering making a purchase, just know you could be dealing with lost packages and months of frustrating back-and-forth with zero resolution. Absolutely unacceptable.

I've shopped with TheOutnet for years, always trusting them to deliver the luxury experience they claim to offer. But after my recent experience, I'm left feeling nothing but frustration and anger. A month ago (25th August), I ordered a bag, and while UPS tracking claimed it was delivered, there was no proof—no signature, no photo, nothing.

Since then, I've been stuck in a loop of excuses, contacting TheOutnet at least six times to be told the same meaningless line: "We're investigating." It's been almost a month now, and they've given me no answers, no refund, and no sense of responsibility for the money they've effectively stolen from me.

At this point, it's clear they have no interest in resolving the issue. It's outrageous that a company selling high-end brands thinks it's acceptable to leave customers without their purchases or their money.

If this is how they treat loyal customers, beware—TheOutnet may just take your money and leave you hanging, as they've done with me.

This is the worst customer service ever! Do not trust a promise they make when resolving an issue for you! Their "customer care team" are uncaring, repetitive and just pass you onto the next member, just to hear the same lame excuses! I'm sending everything back to them that I have purchased! Don't waste your time!

Bought a Sandro jacket. I received it within 4 days (the Netherlands) and everything is perfect! Paid with Paypal just to be sure, reading all the negative reactions (since Paypal provides an insurance). But dont need to return it fortunately!

Beware ordering from this company you cannot return or exchange anything. I ordered an Alice and Olivia dress and the chain came broken. They were not helpful, if you order something you are stuck with it. Better off ordering from a department store.

While the content and prices can be good, they take payment immediately, then it took 1 month for my order to arrive, and despite sending my return over 1 month ago I have still not received my refund. I raised two complaints and they just send the same generic response.

And then after posting this review on Trustpilot they did a PR spin saying a member of the team had contacted me which is categorically not true.

Order and pray it will fit you! There's no exchange, no return. I contacted then multiple times but they told me that the item I ordered went on a final sale, hence there's nothing they can do. (There was nothing mentioned about the final sale when I was buying it) Basically stuck with the box of useless clothes and lost my money for no reason.

Yes, the shearling slippers I ordered from Outnet came infested with fleas. I didn't realize it right away and noticed it after wearing the slippers for 20 minutes around my house. Now my dog and the whole house are infested with fleas.
So far I spent over $200 on flea insecticide, vet visit and countless hours of vacuuming and laundry.
Customer Service couldn't care less. I called them, emailed them—went all nine yards because I was shocked and appalled. They said that out of their GOODWILL they will refund me the money for slippers before I send them back. (So they can sell it to another unfortunate person I guess).
I have never seen such audacity before.