MR PORTER Reviews

terrible experience. returned an item as it was too large. contacted them as my refund was taking longer than expected and the customer service replied with ‘ok’. i can understand if your having delays with your return but that is no way too talk too a customer.

Seems like I’m not the only one complaining about the returns, but here we are. The reasons I’ve been given is that they’re very busy and under staffed. I emailed customer services to complain about the time length of the refund and the response from a ‘Richmond’ was ‘There's a lot of new items in our website right now, do you also want me to look for some items that will also perfectly fit for you? I mean, what?!?!

Ordered a pair of stone island trainers from Mr Porter. Wanted these trainers since I spotted them on the stone island website for £330, just had them in my basket for a while whilst trying to justify paying full rrp. Then I saw them on Mr Porter with 30% off (£231) put them in my basket again and left them for a day or so. Went back on the website and there was an additional 20% off bringing the price to £189 with postage,no brainer!!
Looked at reviews and was a bit dubious if I am honest but paid through PayPal so thought if there was a problem PayPal would have my back. Trainers arrived 4 days later and I am VERY pleased with them. Would definitely recommend Mr Porter and would 100% use again.

A truly terrible return experience, been waiting for far too long to be refunded for a return, terrible customer service, be careful ordering from this company. Still waiting for refund!!!

Premier daytime delivery is clearly not working!!!
Orderd an item, for daytime delivery, by 8pm nothing has arrived!
Called the premier line, was put on hold, as the person wanted to investigate it!
After 15 min still on the line in the queue…
Guess, that is how they fob you off!
No order arrived, nor a response from Mr Porter and no response from premier daytime delivery!
After about 20 min, the person told me she spoke to the driver and apparently he attempted delivery!
Clearly a lie I said, as I was at home, and there is a 24h concierge in the building!
This means, this is a scam! I caught them!
And you pay for this “service” £12.
This is kind of scam!

Made a purchase on Mr Porter and after a while decided to check reviews on here. I got worried after seeing so many negative reviews so i called them up after 3 days to get an update as there was no update on the website. Within 1 hour my order was dispatched and delivered next day. Good customer service. Nice packaging and wrapped well.

Mr porters offer for the 'EIP Service" which is a lie and laughable. the requirements are to spend £10,000 in a year. i have spent over £100,000 in a few months and over 6 months later no one has contacted me and i have chased them twice each time they have done nothing to resolve the issue. what is the point in a rewards program that you are too inefficient to implement. better off going to a competitor who is actually able to honour their commitments such as Selfridges, Harrods, Flannels etc. DO NOT take your business to MR porter or Net-a-Porter

Ordered a pair of off white trainers, a faulty pair was sent to me the very next day. Informed them as soon as I noticed it on the day of delivery. Return initiated on a Friday evening, posted them the next day but no collections over the weekend. Eventually they received the return on the 17th of January and confirmed they have after I contacted them. I am yet to receive my refund, it's just not acceptable!
I have sent numerous emails and every time a different person has responded with what seems to be a scripted response by a robot.

The company is fine if you order AND KEEP what you have ordered. I’m having real issues with them refunding my money now. The FOG sweatpants I ordered and was received back over 2 weeks has not been refunded. I’ve been told that it may be another 2 weeks even though they have accepted the returns (which they should have as I literally tried them on and went straight back into packaging as too big). I’ve ordered and kept many things from Mr Porter and never had to return. This whole ordeal will make me think twice about ordering again as the returns policy and timing is the worst!

Edit 31/01/23: can confirm the refund was made yesterday after chasing and writing review.

I received a beautiful suede jacket however found the following day that the jacket was faulty.
I contacted customer care about returning the faulty item and was offered a 5% refund.. declining this offer I have asked to return this for a full refund however customer service has been appalling at best and pretty much refusing to take responsibility for this item that I’ve had for one day.
After numerous emails reaching out to them for any assistance I am met with silence. I am now having to pursue a refund through my credit card company.

I would avoid this company and spend you hard earned cash elsewhere.

The worst customer service I have experienced. Been trying to get a refund on an order that hasn’t arrived - impossible to get any action from ‘Customer Care’ wasted hours on the phone with no resolution , apparently no complaints department or senior staff who can resolve the problem - at a loss what to do! Will never ever order from them again or Net a Porter just in case they are the same when there is a problem.

Ordered a pair of Grenson boots. Quite fast delivery but the boots were scratched & scuffed. Emailed them & on Facebook messenger to send photos of the 2nd rate condition. It has taken endless emails & weeks to get my refund & they have the nerve to charge me a return fee for sending out damaged goods!?
Will definitely never use Mr Porter again.
If you’re here looking at the reviews look how many negatives they’ve received lately.
The used to be a good firm but declining rapidly.
And with regards to your reply, this matter was resolved in the fact that I received some refund but as I stated previously I have been charged for returning the goods. Why should I have to pay the return fee for yourselves sending me damaged goods??

The most dishonest company Ordered two items and got an empty box Customer service does not exist They respond robotized answers and do not resolve the problems at their end and refusing to refund

Ordered a pair of Visvim shoes. When they arrived the orignal laces was missing and instead there was a random nylon string attached - it was obvious these shoes had been bought before, unpacked and returned without the laces. Absolutely no quality control on Mr Porters side. Simply should not happen on a pair of 700$ shoes.
Customer service was like talking to a chat robot. Cant exchange the shoes for another pair as they are sold out. Only exchange for store credit. Ridiculous.

I simply cannot trust this shop with my money in the future.

Just the worst. They delivered my parcel (15 days late) over 100 miles away from the actual delivery address. The photo proof of delivery confirms it went to the wrong place, the tracking confirms it was delivered to the wrong freaking region, but despite all of this I am still waiting (5 weeks now) for the investigation to be completed and for a refund. I have had to chase 10 times... Such a waste of time. Order from anyone else if you can.