Ok ..so firstly let me start by saying…
Ok ..so firstly let me start by saying I have been a customer of the Outnet for over 10 years....86 orders to date. Since Brexit, returns have been painfully slow and difficult, but also added to the mix, their courier service changed and several of my orders between Feb 2022 - May were troubled with complete chaos in their system...wrong labels, different courier...no helpful honest explanation..so like others I panicked. Items were returned taking first weeks ,then months to sort out. I used paypal and thought they would help add pressure to sort the refunds but because the items were actually delivered to me I had chosen to return them & they were stuck in customs Paypal were unable to get involved. Adding insult to injury , the outnet discovered I had asked Paypal to intervene and raise a dispute and told me while this dispute was ongoing they would 'refuse to accept any more orders 'from me! Adding further insult to injury a garment I returned in a small size was to be exchanged and the outnet promised to hold the larger exchange size for me (it was the last one in stock anywhere on the planet!)whilst the return was stuck in customs. After several weeks of waiting I checked on line and saw that the item reserved for me had in fact been put back into available stock and the exchange process for me had been cancelled without them advising . OUCH !! That was a nasty underhand move! They obviously put their own interest first.
The situation with the Outnet and their courier seems to have improved and recently although it has taken 4 weeks to return and refund at least thats better that 3 months and no help from customer service. Had customer service explained in the first place it was all due to customs and their courier /wrong labels being the issue and being more pro active to sort out their mess it would have been helpful.
Anyway you may wonder why I have bothered re-ordering anything else from them? The answer is simple ..I like their clothes, and some of their prices are very genuinely discounted. But be prepared to have a month of delays to return /refund with them. The whole experience has made me much more hesitant and whereas in the past I could trust that they would exchange/refund me in reasonable time now when I buy I am much more careful and unless I am 100% sure the garment ordered will be ok and the right size I won't take the risk. Since shopping with other companies such as Flannels and Matches its a real pleasure to receive prompt polite efficient service.. so after my experiences with the outnet and their rival companies is that I don't want to shop so exclusively with them anymore.Who would ?!!
I wish Customer services would take note and when they say they will email updates...do so. But they don't. They will after this review send another generic hollow response!! My last comment to you, the Outnet is wake up, smell the roses and look after all your customers with decency and respect.Thank-you
Reply from THE OUTNET
Dear Kate,
Thank you for taking the time to share your feedback. We’re sorry to hear your recent experience has been less than desirable.
Please send an email with your order number to feedback@theoutnet.com and our Customer Care Team will contact you as soon as possible.
Yours sincerely,
The OUTNET Team
