"I've been a loyal cutomer for yoox for more than a year. I loved shopping there. However, I had my last order which included many items that didnt fit me so I requeted to retun there items (more than 500€). According to yoox policy is that it must reach their warehouse not more than 30 days so I paid extra to go with aramex. To ship my items back i had to pay more than 100€, but since its their policy I said nothing. Later, the items reached Italy with in one week and are held with customs for more than 20days till this moment! I had to track my shipment everytime eventhough I've sent them the tracking no on aramex. Then they infomred me that my invoices were lost so I filled other copies and emailed it to them and they've confirm their receipt. Later, the status of the shipment is still waiting customer instructions So i informed them and after several emails, I just got the reply that In order to receive your refund the items should reach our wearhouse with in 30 days of delivery. I replied back and no one replied to more than 4 emails till today. Nothing happend and my items arw with customs. They have the most awful after-sale customer service I've ever had. They did nothing about my refund+ I paid extra and till now nothing happend even they didnt sell it back.
That's my first experience with yoox to do a refund and it turned out to me it is the worst. And if your not willing to do a refund, just say we don't accept refunds but dont fool us. I'll never never order again from there. Lots of sites offer a much better service"
"I have been a very satisfied YOOX customer for over 4 years now. I'm a bit of a shoeaholic, and I love the vast range of products they have available. I can almost always find stuff I love on sale for ridiculously low prices, I have never had a problem with returns, the two times I needed to get customer service on the phone they were courteous and took care of my problem quickly. In addition they have many ongoing promotional discounts, and as a frequent purchaser, I've just discovered that I'm now entitled to even MORE discounts and special access, so fantastic! I've probably purchased close to 100 pairs of shoes off this site, and only once did I receive a pair of shoes that was the wrong size (mislabeled). I've returned maybe 8-10 pairs that didn't fit correctly, and not one single problem. As a shoe connoisseur, this is by far my favorite place to shop online, and I have never once felt there was any question about the authenticity of products. Not sure why there are so many negative reviews of this site, possibly because most people are not too computer literate and the YOOX site is a bit complex to navigate if you are the type of person who needs their internet to be super simple. However, if you take the time to poke around and figure out how to use it, it can be immensely rewarding. Some amazing deals here, far better (and safer!) than eBay and for sure way better prices than many of the 'designer resale' sites - and this is for new merchandise, not 'gently used'. BTW, I live in Canada - taxes and duties are charged (and not refunded if you make a return) but afaik it's totally worth it for the value you receive."
"Often buy at Yoox. Lots of items, good prices. Lately the returns turned out very complicated. I think it's just Bertollini's fault... Last time they couldn't pick up my return for four days...
For the rest I like Yoox very much."
"Poorest customer service ever. I am a frequent user of yoox.com as I like the choice, however lately I have been very disappointed with the way they treat their regular costumers. I placed an order for over £150 and I was entitled for an upgrade to express delivery. I placed an order at 7am Monday morning and they only dispatched in next day via standard delivery. I wrote them and never heard back.
Also, couple of months before I ordered expensive Italian jeans and after wearing them twice they ripped apart. I could not be bothered to send them back at my own expense so left it as it was. I don't think I'll remain as loyal as I used to be. Poor Poor Poor yoox.com"
"I Ordered a pair of boots from Yoox. The boots looked hideous when i received them, nothing like the picture. That being said, that was not the biggest problem. They charged me duties and taxes, and when i returned the boots, they gave me 5 dollars less than what i paid and they refuse to give back duties and taxes of $50 USD! I dont even know if they are allowed to keep duties and taxes for something that I never KEPT!.....HORRIBLE website, DO NOT SHOP HERE!"
"To sum up my issue - speechless. I have been with YOOX since 2008. I have referred many, many people in that 6 year timespance as well. After not receiving recent orders and investigating in MYYOOX, I see they were all cancelled. No emails or phone calls from YOOX. So I called and was told loss prevention has determined you can no longer shop with us due to the high rate of returns. (A zealous new hire in loss preventiondept perhaps?!) Yes, I return - and yes, I keep when it works. Have spents thousands at this site that they gladly kept. If there is $$ threshold for returns, it should be published or if someone is nearing some mystery threshold, contact should be made with the customer. There was no discussion - and I had to find out by waiting and calling looking for my orders. I asked for additional people to talk to or contact, was told I can send an email to Customer Care on the website. Unbelievable lack of Customer Care or service - from a customer of 6 YEARS. There is absolutely no care or regard at all. Never experienced anything like it from any vendor. Good luck YOOX. You will need it. This will all catch up to you, it may take 6 more years for your karma to come back to you, but it will. "
"BAD! I will never buy at Yoox again and advice others not to do so. I've ordered maybe 4-5 times at Yoox. I asked them to not give the package (since most of them are not cheap) to my neighbours, cause I had a problem because of it in the past. They like f* you! All the times they just come onces to try to deliver the package and, voila, gave my order(s) to my neighbours. They don't care about their customers,it seems they only care about making bucks. Well, I'm done with them."
"The first time I ordered I couldn't be happier with a pair of Vicini shoes that fit me perfectly. The second time around, another pair of Vicini shoes of the same size were too big so I decided to return it but couldn't find a return label in the box. I requested a return approval through their system and got an email where they advised me to use a waybill with UPS instead. Well, I made several calls to UPS and they said I have to have a electronically printed label! UPS Australia do not accept waybills! I messaged YOOX several times - not a single reply! No idea what I should be doing now and how to return the shoes and get my refund. So disappointed, I loved their online store."
"Excellent goods and reasonable prices is the company Yoox.com.
Great communication! Fast delivery to Russia! Excellent seller!
Yoox.com a company with very high business reputation.
Very nice to work with you.
Special thanks for the return policy and refund policy of your purchase.
Hope to do business again soon!
Thank you for your business!
Sergey Atyunin
"
"Yoox has beautiful clothes and accessories at an excellent price. However, their return policy has hidden charges that are rather nefarious. For U.S. customers they hold on to part of the sales tax collected and charge a handling fee, disguised as a tax, on top of the $6.95 return mailing fee. Customer Service is difficult to communicate with using the English language."
"Great clothes at a good price. But awful customer service if there's a problem. And NEVER use the return for yoox credit option!! It's almost impossible to use the credit with their ridiculous policies. "
"I. Love. Yoox.com
I mean, how wonderful is this website/shopping experience? I'm an eclectic fashion-lover, and all my items are one of a kind. And thanks to Yoox.com, I find the pieces I've been coveting forever years ago, for a fraction of the cost in their sales "racks"!
There was this one time where I ordered a pair of beautiful heels (Victor & Rolf, in case you wondered), and the box said size 37 (US7) but the item inside was a 36 (US6). I was heartbroken.
I called customer service right away, and they were very quick and professional, kind and understanding (it was their mistake that the item in the box was labeled wrong, so even if the item was a "Final Sale/No Returns", they allowed me my return for free, no restocking fee charged either)
I've been shopping through them for over an year now, and I'm proud to call myself a loyal customer.
Go Yoox.com! ;))"
"I ordered some items via yoox from Japan. Then they ship the item very quickly by free shipping fee.
Yoox.com is projecting USD 580M of that revenue in 2013.
Anyway, yoox is worldclass online shopping company.
Highly recommended ;-)"
"Terrible customer service. Awful company. "
"I was really surprised to see the number of bad reviews for Yoox. I have shopped with them multiple times. Always found great deals when I knew what I was looking for and sometimes when I didn’t. Timely shipping and refunds when merch was returned. I never had a reason to phone in or contact customer service by email in the years I have shopped with them. "