Boots that I have ordered were too big so I tried to make a return/exchange ever since than. It passed three months already and they keep saying exact same thing. "Please wait, department is working on your case". Nothing is happening, and nothing will happen. Not answering on emails, given phone numbers are incorrect etc. I have never ever had problems with online shopping. At least till I met with Yoox. Disaster! Tip for consumers:No Products used:Jeans, shoes Service Value Shipping Returns QualityI made a purchase of $116.95 for a dress that did not fit. I returned the item, and got $99.43 back. That's $17.52 missing from my refund. I go to the customer support page and I get an error page every time I send an email asking where my eighteen dollars are. I call their customer support line and get told off by their customer service on how "No company will refund you shipping fees." Apparently, they take all shipping fees AND a flat refund fee of $6.95 out of what you originally paid. I told them that plenty of companies do not expect you to shell out $18 to complete a refund and basically got scoffed at. I could not believe this experience with a company as big as Yoox. Pathetic of them to omit key details and falsely advertise their item. Tip for consumers:In their like, 10 page refund policy, nowhere do they state they do not refund shipping fees. Like who is going to read all that in the first place (I think they make it extra dense so that you don't) but even if you do, you will not be accurately advised on what you will owe them for a refund. Awful. False advertising. Products used:None Service Value Shipping Returns QualityTheir items are almost too good to be true - so many beautiful european designs, a lot of high-fashion options, and a myriad of different products. You'll definitely have no trouble finding beautiful things to buy. The problems I've encountered are: misrepresented item details and difficulty with processing normal transactions. The details on a bag I purchased were not right: The photo of the item showed one detail, but in real life, it was completely different. By documenting (with my own photos) and submitting this information, the item was actually refunded even though it was final sale. This was a positive turnout. The other situation just blew my mind. I submitted an order with a credit card that we use for all things. It never gets turned down, in my experience. When the transaction was happening, all things were fine; I did not see anything unusual. My own fault: I did not remember to keep checking my email for a confirmation, and forgot about this. 1 week later: The order never happened. The bag I was buying is now sold out. I was so frustrated, but this reminds me that you just won't always get a good turnout with sketchy business practices. You can see, based on these reviews, that Yoox has a lot of room for improvement. I won't be banning the site, but I will be extremely vigilant with purchasing. Please be aware if you are using this site: Check your email for confirmations, keep everything until your purchase arrives, don't remove tags until you are 100% sure that you have the item as described, and use a payment form that protects your purchases. Tip for consumers:Overall, a company with amazing items. However, not sure what problems behind the scenes are causing so many different issues that are reported so often. In my case, my problem really is their problem, because they are the ones who lost out on a purchase-- all because their transaction failed to happen. Bummer. Products used:Bags and dresses have both been purchased by me. Service Value Shipping Returns QualityYOOX argued with me about an order they had made errors on: They shipped me a badly ripped dress, and a jacket instead of a dress. They tried to get me to keep the items for a 15% discount. After much arguing via email and over the phone, they agreed to take the items back and issue a full refund. Please see the email they had sent to me, attached. I shipped the items back, they received them, and they REFUSED to give me the refund --- even though they CLAIM in their email to have issued the refund! SHAME on YOOX for being so horribly dishonest. I had really wanted to like them since my first two orders were good, but this is despicable. Tip for consumers:Customer service finally promised a full refund after arguing about THEIR errors in my order, received the items, and did not refund! Service Value Shipping Returns QualityBought wife £90 boots for Christmas. Poorly made, human hair on them, no swede left on the toe and lobbed unwrapped into a rain damaged box. I never been so disgusted by a product. Products used:Boots Service Value Shipping Returns QualityI've been ordering from Yoox since 2018 and all I can say is that I am genuinely very satisfied. Every item I have purchased was according to the description. I read some reviews here that were complaining about returning their items. Well, I myself have returned items a couple of times, and every time it went very smoothly. If you do not want store credit, then be careful what buttons you press. You cannot blame the business for your mistakes. Products used:Shoes, coats, jackets Service Value Shipping Returns QualityI think Yoox has improved alot over the years. Customer service still lacking, but if things go wrong the returns are free (free postage label included with your order) and they do refund you in full as long as you keep the tags on and the item is unworn. There are many out of season items, some from years ago, and some items are overpriced, but... with so many items to choose from I always find great bargains and unique pieces too! Can't really fault them to be honest Service Value Shipping Returns QualityThe website is total misrepresentation of what they have. I bought " lether" purses on sale. They are nothing but cheap nylon and some sort of rubber with only handles to be of leather. I did not know that I could not return the items or even get store credit. I paid $100 for them, but really they should be $25 or less. Exceptionally cheap and ugly. Dont fall for their sale prices. They are for reason. Very disappointing. Products used:One item out of 6 Service Value Shipping Returns QualitySent defective item. Promised refund within maximum of 6 business days. Its already 2 weeks no refund, customer service answered "Your request has been forwarded to the relevant department, who will contact you as soon as possible" and this as soon as possible never happened. Avoid this nightmare if you value your time and nerves. SHAME ON YOOX! Tip for consumers:SHAME ON YOOX !!! Products used:Clothing, shoes Service Value Shipping Returns QualityI've been YOOX customer for many years. Lately they sent my order to someone else and I got wrong items. It took me 6 weeks to get my money back after endless emails. They sent me a discount code for the issues they've cause, guess what, I tried to use it few days ago and it told me that it has already been used. I called them about it, sent them screen shot, and today when I asked for an update on issue, they ask me to sent then screenshot of a massage that pops up again. This was my last time trying to shop at YOOX, customer service is way below zero.Be careful when buying premium brands from Yoox, there is no warranty! I bought a parka from the premium brand Herno (L'eskimo) in May 2023 during the sale. I started wearing the parka in November 2023 and within 2 months of use the jacket lost a significant amount of down. The overall puffiness and appearance is empty/limp and the jacket suddenly has several cold spots. Although well within the two-year warranty period that Yoox and Herno offer, Yoox immediately referred to additional policies. They asked me to show proof from a local dressmaker to confirm the faulty production. They need proof that it wasn't caused by repeated use. Two local dressmakers told me that the puffiness on the jacket is gone and that it appears to be a manufacturing defect as the down is leaking through the fabric and stitching (irreparable for dressmakers). A premium item like this should be an investment for at least 5 years of normal use. At Yoox's request, I provided proof from a dressmaker, but after sending this proof, Yoox is in total radio silence. Not taking any responsibility on warranty while acting as a reliable seller of premium brands. Now I am left with a practically new but unusable down parka. Yoox doesn't reply, you can't call them and they surely not offer any replacement/repair or refund for a well funded warranty claim. Service Value QualityNot sure how people are getting bad service from this site! You need to read notes about product. I never had problem with return, but one of my friend loose her membership because her returns ratio was too high. It is reasonable since shipping and returns are free. I use this site for over 7 years and, yes, customer service got worse since that time, but I use crevice on very rare occasions since all my purchases and returns are moving very smooth.I ordered a Jennifer behr knit hat for hundreds less than in other sites. I then saw the very mixed at best reviews. However I got the hat in good condition and on time- within a few days of ordering Products used:Hat Value Shipping QualityFirst time wearing a pants I ordered and I did not last 3 minutes on my body, when sat down in may car the pants tore up. It was not even tight, shame! Products used:I have used some of their products, some with defective problems but I still can wear it, but this one was I waste of money $183 dollars for this trash. Service Value Shipping Returns QualityThe item arrived late but to be fair it is coming from Italy... I phoned up a few times as it kept saying shipping shipping is more like 2.5 weeks but happy when I got my item no problems apart from delay. I would use this company again just need to order well In advance...Bought a 300.00 pair of Hogan shoes, and noticed that the leather was peeling the first day! They will not do anything to make it right! No offer for a refund OR to replace with a NEW pair! There is no way I did anything to cause this as I work behind a desk all day! Do yourself a favor and purchase from a reputable company-Yoox is not! I only wish I had read all of the reviews before my purchase! Tip for consumers:Do not purchase from Yoox! Products used:Hogan Sneakers Service Value Shipping Returns QualityI ordered 2 bags from this site which I received broken and they wouldn't refund it because it was a final sale. I also received shoes which said "soft leather" but I received very harsh shoes that I couldn't put on. There were false information on the site. Everyone who buys on this site, be careful because they lie and give you terrible products. Service Value Shipping Returns QualityI've had an order "in preparation" for 4 days now. They recommend to contact customer service if the order is not shipped in 24 hours, how ever after several messages I was informed that the "preparation" to be shipped can take up to 7 days. So paying extra for any express shipping is utterly useless. Also, the customer service replies 4/5 times with a copy-paste message, not even noting what the previous customer service rep has already told you. All and all an absolute mess!On a few occasions, refunds have not been given or the wrong amount given i.e. Less than it should be. Yoox then do not do anything and I have had to dispute the transaction with my bank.They cancel your order for no reason and they keep your money for some days. I don't even think they really have the merchandise.I ordered a pair of AGL boots that were $284 - last pair in size 6 - before they arrived I noted that they were reduced to $206. Customer service said to order another pair and send back the ones when I get them to get the reduced price. I said I bought the last size 6. They said there was nothing they can do about it. YOOX is a $533 million company and they can't honor a price reduction that would give me $78.00! What the ….. Tip for consumers:I think i said it already on the Review Products used:Ankle boots Service Value Shipping Returns QualityI am so pissed right now; I need a level head before I knock someone in the face. I ordered a panty for my wife using the YOOX size guide. Apparently, the pantie I ordered was a size 8, which translated to a US-Large. The pantie came, and the tag said it was a medium. My wife was upset that I didn't know her size, but I knew I made the right selection. I called the customer service only to be told that YOOX does not guarantee product sizes; WTF! As if that was not enough, the guy on the phone said to me in my face that the size I ordered is what I got, and it was a Medium. TF! Now I cannot read and see too? YOOX is f'up, and I did not believe what other consumers used to say until I experienced this predicament myself. Dear YOOX, you just lost a loyal customer thanks to your stupidity.I appreciate the timely delivery of my sneakers as promised and advertised. I plan to make another order in the future. Service Value Shipping