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  • YOOX

YOOX

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Overview

YOOX has a rating of 1.8 stars from 529 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about YOOX most frequently mention customer service, credit card, and return policy problems. YOOX ranks 2409th among Women's Clothing sites.

  • Service
    158
  • Value
    149
  • Shipping
    151
  • Returns
    135
  • Quality
    142
Positive reviews (last 12 months): 7.5%
Positive
4
Neutral
1
Negative
48
161
See all photos

What reviewers want you to know

Positive highlights

  • Loved your products the customer service, everything is Awesome.

Critical highlights

  • Had to file credit card dispute to get my money back!
  • When returning the item (late at night) I hit the wrong button, that gave me store credit.
How would you rate YOOX?
Top Positive Review

“Deliver of Diesel sneakers”

Vincent M.
11/18/23

I appreciate the timely delivery of my sneakers as promised and advertised. I plan to make another order in the future.

Top Critical Review

“Frauds”

Karlo B.
12/29/23

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!

Reviews (529)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (221) credit card (32) store credit (6)
Thumbnail of user balaskarlo
1 review
6 helpful votes
December 29th, 2023

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
Quality
Thumbnail of user lilyr18
1 review
2 helpful votes
February 1st, 2024

I 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
Quality
Thumbnail of user dh959
1 review
0 helpful votes
February 18th, 2024

YOOX 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
Quality
Thumbnail of user leeb1132
1 review
0 helpful votes
December 12th, 2023

Bought 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
Quality
Thumbnail of user ionr5
1 review
0 helpful votes
October 31st, 2023

The 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
Quality
Thumbnail of user abuh35
1 review
4 helpful votes
October 25th, 2023

Sent 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
Quality
Thumbnail of user deliveryinfo05
1 review
0 helpful votes
February 28th, 2024

I'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.

Thumbnail of user marios157
6 reviews
14 helpful votes
January 28th, 2022

I 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
Quality
Thumbnail of user rww5
1 review
0 helpful votes
February 11th, 2024

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
Quality
Thumbnail of user andre.vio26
1 review
2 helpful votes
January 18th, 2024

I'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
Quality
Thumbnail of user solcursage
1 review
1 helpful vote
December 29th, 2023

First 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
Quality
Thumbnail of user nataliem1363
1 review
0 helpful votes
October 23rd, 2023
Verified purchase

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
Quality
Thumbnail of user khatunad
1 review
0 helpful votes
November 16th, 2023

I 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
Quality
Thumbnail of user johns11785
1 review
21 helpful votes
August 26th, 2022
Verified purchase

I'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!

Thumbnail of user kuldeeps65
1 review
0 helpful votes
February 14th, 2024

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.

Thumbnail of user bermuda0324
1 review
0 helpful votes
December 12th, 2023

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
Quality
Thumbnail of user sarahy766
1 review
15 helpful votes
January 20th, 2023
Verified purchase

I purchased a pair of boots. They didn't arrive. The company continued to write excuses, delay after delay. 2 months on & still no boots or refund.
I will be taking matters legally, they have the worst online reviews & believe they feel they can rip customers off. This retailer should be stopped.

Products used:
Boots

Service
Value
Shipping
Returns
Quality
Thumbnail of user danielle.grosz
1 review
1 helpful vote
December 19th, 2023

Items are misrepresented and advertised, incorrectly. Merchandise is sent in crushed and torn boxes, placed haphazardly in shipping crates without any padding and unsecured. I purchased final sale boots in which the sizing was not advertised correctly or accurately, sent in a crushed and cut up box, and placed, unsecured, in a large shipping crate which caused the boots to fall out of their box and arrive strewn about in the shipping crate. When I addressed this with customer service I was told it wasn't their problem and they were not taking responsibility, that according to their "investigation" the item was as pictured and described, which was absolutely false. Made no mention of the condition of the box or how the item was shipped, for which I provided pictures. What an awful company and shopping experience. Waste of money.

Tip for consumers:
Misadvertise merch that they stick you with and claim zero responsibility

Service
Value
Shipping
Returns
Quality
Thumbnail of user hapb1
1 review
1 helpful vote
September 13th, 2023

They have sent the wrong items, again. Their website doesn't allow emails - always says "Something went wrong." Then phone customer service sets up an email, and then you never, even years later, hear anything back. Nothing gets corrected, and you're items are "Final Sale," so you're s.o.l. As far as doing a return via the website. My money has been taken and they sent me the wrong stuff. Correct brand, wrong items... again.

Tip for consumers:
They have sent the wrong items, again. Their website doesn't allow emails - always says "Something went wrong." Then phone customer service sets up an email, and then you never, even years later, hear anything back. Nothing gets corrected, and you're items are "Final Sale," so you're s.o.l. as far as doing a return via the website. My money has been taken and they sent me the wrong stuff. Correct brand, wrong items... again.

Service
Value
Shipping
Returns
Quality
Thumbnail of user cionoiud
1 review
12 helpful votes
July 28th, 2020

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.

Thumbnail of user unhappyexcustomern
1 review
8 helpful votes
April 17th, 2023

They had wrong advertisement so that I purchased. In the website, the scarf that I purchased was said Emilio Pucci so that I purchased it. But when I received it, it was not an EmilioPucci product. So I contacted the customer service and then I returned it. And they took the cost for the return shipment from me! And they said that it was not their fault as the information that they received from third party mentioned that it was Emilio Pucci product. So that they just mentioned it in their website. It is a crazy customer service. I will never purchase anything from YOOX!

Products used:
Scarf

Service
Value
Shipping
Returns
Quality
Thumbnail of user nmsica99
1 review
2 helpful votes
July 24th, 2023

They sent the wrong size shoes. When I tried to return them their customer service started arguing with me: that the specific manufacturer has a different sizing convention. Hung up on me about 5 times. After much arguing I was able to return, but still being charged $6.98. Still don't know whether I will get a refund.

Service
Value
Shipping
Returns
Quality
Thumbnail of user nanak21
1 review
12 helpful votes
April 21st, 2020

I 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.

Thumbnail of user robynb526
1 review
0 helpful votes
February 9th, 2024

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
Quality
Thumbnail of user alexb1883
1 review
3 helpful votes
October 5th, 2023

Several times, after having chosen a few items and having paid for them at check out, YOOX would wait 7 or 10 days to inform me that the items were no longer available and so they had to cancel the order and refund me. Imagine holding hundreds of dollars from thousands of customer for over a week at a time without giving a product in return. Also, to prove that this company is objectively non transparent, search online for the multimillion Euro fine imposed by the Antitrust Authority to YOOX for misleading pricing and return policy.

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1.8
529 reviews
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