Refund difficulties with Net a porter

castav · 12 November at 11:46AM

I sent back a parcel of clothes to Net a Porter over 6 weeks ago. I used their shipping label as per their terms and conditions and dropped it off to my local DHL drop off point. The label was scanned and the parcel tracked to Bristol. The parcel then appears to have disappeared. Net a porter terms and conditions state that as long as their label is used ( which I proved it was) and they acknowledged this and that it arrived at Bristol; then I am entitled to my refund. For 6-7 weeks now they are still refusing to refund me. After much difficulty I spoke to a supervisor Ivan, who said he would elevate my case and email me. This did not happen. They have not responded to questions regarding a resolution process; just repeating a standard email on a daily basis.

I have contacted Trading Standards and they have advised me. I am a long standing customer of Net a Porter ( although after this I will never use them again). I am at my wits end to receive this refund as according to Trading Standards Net a Porter are in breach of contract. I have told them all of this plus that I will contact all consumer outlets about this situation. None of this seems to matter to this enormous company.

I would never again recommend them. In fact the opposite; people should be aware that they do not fulfil their terms and conditions and we the public seem powerless.