Yoox Net-A-Porter TechHub Reviews

The quality is reducing significantly. Performance invoices are missing from the boxes all together or thr right quantity is lacking which causes huge inefficiency in calling, waiting, then receiving one days later. You phone the contact centre and it's as if people are working remotely; sometimes you reach people, sometimes they pick up but don't answer then you waste time calling again. The efficiency of overall operations and quality checks of items shipped and how to reduce the returns process needs to be enhanced. A significant reduction of quality in the last 2 years and whoever is managing this division needs an overhaul.

Unclear and insufficient answers Up until now I had a good experience with YOOX until the point I had to claim reimbursement for a pair of boots that the sole has been detached after using them for less than a year and never through a full winter (slightly use). I sent all the related photos and what follows is a copy of the conversation with the customer service... C...: For issues that are flagged up 6 months or more after the purchase date, we need to verify that theitem is defective a manufacturing fault and not caused by repeated use. 14:25, Dec 9 C...: Please email us with a statement confirming the defect is a manufacturing fault issued on letterheaded paper by a shoe expert who has checked the item for you. 14:25, Dec 9 C...:Once the damage has been assessed, we will contact you once again to offer you a suitable solutionand, in the event that a defect is confirmed, we will provide you with all the instructions required to return the item. 14:26, Dec 9 You: What do you mean a shoe expert? 14:28, Dec 9 You: I need an example of such a letter 14:28, Dec 9 C...:You may email us a letter headed paper by an expert stating that the cause is manufacturing defect. 14:29, Dec 9 You: I need an example of such a letter and a definition of whom is considered an expert 14:29, Dec 9 C...:I am sorry but I am unable to provide you an example. 14:29, Dec 9 C...:The letter will be provided by the shoe expert that has checked the shoes for you. 14:29, Dec 9 You: If eg I take it to my neighborhood shoe repair shop is that sufficient? 14:30, Dec 9 You: yes but you need to define"the expert" 14:31, Dec 9 You: I can resend the items to you so that you check them because you already know it is highly unlikely that a simple shoe repair shop will provide an "official" letter 14:31, Dec 9 C...:You may refer to any industry expert for your concern. 14:31, Dec 9 You: whom to yoox standards is considered an industry expert? 14:33, Dec 9 You: I want to avoid the case that I send you a letter from a random repair shop that you will later not accept on the pretence that this is not official enough 14:34, Dec 9 You: When you claim for an expert opinion you need to provide a list of experts acceptable by the companyin the area 14:34, Dec 9 09/12/2024, 14:41 C...:I apologize but as long as you refer to an industry expert and have a letter with a statement that the cause is manufacturing defect, we will give you an adequate answer after assessing the concern. 2:36 PM, Dec 9 You: Still not a valid answer. Looks like Avoiding a clear answer 14:38, Dec 9 You: Thank you for your time. Please be aware that I will issue a copy of our conversation to trust pilot witha very ill review regarding clarity from customer service. 2:40 PM, Dec 9 C...:You're welcome. Just let me know if you need further assistance. If not, I will end our conversation so you can continue browsing. 14:41, Dec 9 You: Since I cannot get a clear answer you cannot provide me with any further assistance. The whole conversation looked like a way to avoid a clear answer in order to avoid a future claim.