Yoox.com Customer Service Issues

Dear YOOX team, I placed several orders while I was abroad in Cyprus, Montenegro, and Ukraine. Upon returning to Austria, I discovered that two items do not fit me at all. They are too big and I would like to return them, but I am unable to do so online anymore. Details of the items: 1. Category: Knee-length Dresses Designer: TWIN-SET Simona Barbieri Color: Black Size: 34 (DE) (Label: 40 (IT)) 2. Category: Tank Tops Designer: LES COPAINS BEACHWEAR Color: Blue Size: S (INT) (Label: S (INT)) I am experiencing issues with the website and cannot contact anyone online. Please advise me on how I can proceed with the return. Thank you for your understanding.

I am curious about the shipping restrictions to different countries. I am residing overseas while my partner lives in the US. Sending items to his location would be more cost-effective for me. When I try to order items totaling about $[redacted], I noticed an additional $33 for shipping and an astonishing $[redacted] for duties and taxes. Conversely, shopping on the US yoox site offers free shipping. I am puzzled why I am unable to shop on the US site and pay with my credit card through PayPal, no matter where it was issued.

I placed an order, number #1904YE[redacted]9, but after seeing the color on my laptop at home, I realized I don't like it. I've been trying to contact their HELP section on the website to cancel the order without success. Unfortunately, the item is final sale, so it's crucial to reach them promptly to avoid being stuck with something I'm not satisfied with. It would be beneficial for YOOX to offer Customer Support on weekends to assist customers in situations like mine.

Hello, I am reaching out regarding my order number 2811Y321A19022. I returned the order (02121Y2U19ITBR) via courier on December 4th and it was received on the 5th, but I have not received a response. Despite attempting to contact you via phone and email, I have not received any replies. As a loyal customer for seven years, this is the first time I have encountered such an issue. I would appreciate an update on the status of my inquiry at your earliest convenience. Thank you.

Gentile team di assistenza, Vorrei segnalare che ho appena ricevuto una vostra email riguardante uno sconto attualmente in corso su tutti i prodotti, inclusi le scarpe. Ho appena effettuato un acquisto in contrassegno di un prodotto e mi chiedevo se potevo beneficiare di questo sconto poiché l'articolo non è ancora stato spedito. Sembra un po' ironico, se devo essere sincero. Inoltre, trovo parecchio frustrante non riuscire a contattarvi telefonicamente. Grazie, Cordiali Saluti, P. S., Bologna.

Could you please update me on the status of my order below? When can I expect to receive the package? Thank you. C. Mimmi **** Your order from 07/16/[redacted] has been received. Your Order Number is 1607YA[redacted]6. You can check the status of your order directly in the Track Your Order section within the Customer Service area. If you placed the order as a registered customer, you will find all the information in your MYOOX account. ORDER DETAILS: CATEGORY: Shirts DESIGNER: CALIBAN COLOR: White SIZE: 44 (IT) (Label: 44 (IT)) QUANTITY: 1 TOTAL AMOUNT (VAT included): EUR 45.00 CATEGORY: Trousers DESIGNER: ROBERTA DI CAMERINO COLOR: Dark Blue SIZE: 42 (IT) (Label: 42 (IT)) QUANTITY: 1 TOTAL AMOUNT (VAT included): EUR 49.00 SUBTOTAL (VAT included): EUR 94.00 SHIPPING METHOD: STANDARD EUR 5.00 (Delivery within 3-5 working days) PAYMENT METHOD: CREDIT CARD EUR 0 TOTAL (VAT included): EUR 99.00 SHIPPING ADDRESS: Maurizio Mimmi C/O Legal Office Mimmi/Scrivano Strada Maggiore 70 [redacted] Bologna (BO) Italy BILLING DETAILS: Maurizio Mimmi C/O Legal Office Mimmi/Scrivano Strada Maggiore 70 [redacted] Bologna (BO) Italy PAYMENT DETAILS: CARDHOLDER NAME: Cristiana Mimmi CARD TYPE: Mastercard CARD NUMBER: ****-****-****[redacted] EXPIRY DATE: 07/22

Hello YOOX, I am reaching out regarding an issue with my recent order. I purchased the item "Polo Ralph Lauren, turtleneck, Camel Color, Size S" for [redacted] euros, but did not receive a confirmation email after making the payment. I tried the process again thinking I made a mistake, but encountered the same problem. After looking at user "reviews," I noticed that my issue is not unique. I am confident that you are working to resolve this issue, especially considering the complications due to COVID. Could you please confirm that my order went through successfully? Also, kindly cancel my second order to avoid being charged twice. Thank you in advance for your assistance during this challenging time! Best regards, Hugo J.

Hello, I would like to inform you that a package was returned via UPS on 10/12/[redacted] for order number 2611Y[redacted]2A. UPS package tracking number: 1ZW[redacted][redacted] You can track the return using Return Number 031292UX20FRBR. I have not received my refund of €[redacted].00. Please refund the total amount of €[redacted].00. I made a purchase that did not meet my expectations due to dishonest practices on your end. Please be aware that according to the law, there are three cases where a party can retract their commitment: error, fraud, and coercion, known as defects of consent. I am requesting the cancellation of the contract and a refund of the paid sum. My current loss amounts to €[redacted]. If I do not receive a response within 8 days, I will have to escalate this matter to LITIGE.FR for further actions. Sincerely,

Dear Get Human, I am inquiring about the [redacted] euros that were supposed to appear in my PayPal account within 24 hours after requesting the transfer from MoneyYoox. Despite contacting YOOX twice, I have not received any response other than automated messages stating that my case has been escalated to the appropriate department. Despite promises of contact, no one has reached out to me. On 24.09.[redacted], I mistakenly entered the wrong email address while attempting to transfer money from my YOOX account to PayPal. After receiving no response from YOOX except for automated messages, I created a new Gmail account with the incorrect name used during the transfer request. This led me to create a new PayPal account with the new email, leaving me with two accounts that currently have no money in them. I am concerned about the whereabouts of my funds as YOOX is not responding to my inquiries. Your assistance in this matter would be greatly appreciated. Thank you in advance. Best regards, Olha

I returned an item which was accepted on September 7, [redacted]. After several phone calls, I was told that I would be refunded 35€ to my provided bank account with the IBAN on October 7, [redacted]. They instructed me to wait for a month. As of today, November 8, [redacted], I have not received any refund yet. I just called customer service and after 30 minutes of hold music, I was disconnected by the operator Sara from Albania. I am providing order number 08098RYZ21ITBR. I am hoping to hear news soon.

I am reaching out regarding order number 1101Y4AC322902, placed on January 11, [redacted]. I previously filed a complaint about the incorrect product sent by the store. Instead of accepting it at home, I inspected it at the customs office and discovered the error, prompting me to reject the package. The delivery company has initiated a return request with YOOX, but there has been no response from your company so far. It is concerning that the return process is being delayed, especially since the mistake was on your end, leading to me refusing the package. The swift delivery of my order to Ukraine in just one day leads me to believe that YOOX should expedite the return process. While I have received some responses from the customer service team, they have been impersonal and unhelpful. It took persistent complaints and calls over a week for them to start addressing my concerns, with unsatisfactory answers. I am seeking your assistance in accelerating the return of the order to your warehouse. The delivery company is awaiting your response to proceed with the return. Sincerely, Asmik M.

Hello, I made a purchase on November 14 with order number 1411YC[redacted]0. Unfortunately, one of the items was too small, so I requested an exchange, which was received on November 18. Despite numerous calls and emails, I have not received any response or confirmation email from yoox for over three months. After [redacted] days, I was informed that the item would be considered defective, and I was asked to pay for the redelivery of an oversized item that I returned three months ago in perfect condition with its label intact. Despite requesting a medium size exchange or a refund multiple times, I have not received any resolution. I am disappointed with the lack of communication and service. Could you please assist me in finding a satisfactory solution? I appreciate your help. Sincerely, Jimmy Y.

Hello, I am currently facing an issue with Yoox as my order (1102Y7BFA2221A) placed on 11/2/[redacted] has not been shipped by UPS despite the label being created. After contacting UPS and Yoox multiple times, I have yet to receive a resolution. Yoox assured me that they forwarded my case to the higher department, but I have not heard back from them. I then requested a refund due to the lack of progress in shipping my order. However, even after Yoox requested the higher department to issue a refund, no action has been taken. I would like assistance in either receiving my order or a refund as the higher department seems unresponsive. Your help in resolving this matter would be highly appreciated. Thank you. Best regards, Lin

Subject: Urgent Assistance Needed with Yoox Order Resolution Dear Support Team, I am reaching out to express my frustration with the handling of my order placed on the 11th of February, [redacted], with reference number 1102Y7BFA2221A. Despite a label being created, the order has not been shipped by UPS. Despite my efforts to follow up on the situation, UPS confirmed that they do not have the package in their possession. Repeatedly, I have contacted Yoox regarding this matter. Each time, I have been informed that my concerns have been escalated to the higher department. Unfortunately, I have yet to receive any communication or timeline for a resolution from the higher department. Understandably, I am now requesting a refund for the item in question due to the lack of progress in shipping my order. Despite Yoox's assurance that the higher department would handle the refund, no action has been taken thus far. I am eager to have this matter resolved promptly, either with the delivery of my order or a refund. Your urgent attention to this situation would be greatly appreciated. Thank you.

Hello, I have a lingering issue that needs resolution. On 11/2/[redacted], I placed an order (1102Y7BFA2221A) that had a label created but was never shipped by UPS (1Z95152V[redacted]). Despite reaching out to UPS, they confirmed they do not have the order. I have contacted Yoox multiple times, with each assurance that my request was escalated, but the higher department never followed up or provided a timeframe. After no progress, I requested a refund from Yoox as my parcel showed no movement. Although they agreed to issue a refund, the higher department has not taken any action. It has been 44 days since my order, and no shipment or refund has occurred. I am seeking assistance to finally resolve my issue and obtain the overdue refund.

Hello, I am seeking assistance regarding a customer care issue. Customer service made an error resulting in additional costs for me. Despite multiple confirmations, they sent the item to the wrong address after an address change was requested, which now requires me to travel almost [redacted] km to retrieve it due to their mistake. I have contacted customer service for a discount or refund due to the inconvenience caused, but have not received any response. I am a loyal customer who has spent thousands of euros shopping at yoox since November. I believe I deserve a refund for this inconvenience. Could you kindly address this matter and hold those responsible accountable? My order number is 1003YCFF322502. Thank you, Anna

Hello, I urgently need help with UPS deliveries to Saint Ouen, a suburb of Paris, France. I'm frustrated with their service as I've had five orders that were never delivered. Each time, they claim they couldn't find anyone at my address and returned the packages. Today, despite being home with my daughters all day, I received an email at 5 p.m. stating they had come at 4:45 p.m., which is untrue. This is a recurring issue as they often falsely claim attempted deliveries or pretend to call without actually doing so. Many others are also dissatisfied with UPS, resulting in lost customers. Five orders have been returned since May without them making a genuine attempt to deliver. Please address this matter promptly. Thank you.

I submitted a return order on December 13th. The return number is RETURN 13126H4S22ROBR. UPS delivered the package to INTERPORTO, [redacted], IT, Italy on December 23rd. However, as of today, December 27th, I have not received a confirmation email regarding the return and refund. I am aware there may be delays due to the holiday season, but I would like assurance that the return was successful and that the refund process is underway. Thank you.

I have been a loyal customer for many years, and this is the first time I have encountered an issue with a product. Recently, I received a pair of espadrilles (product code [redacted]6RF) along with order number 2605Y888D23373. Upon wearing them, I noticed that the left shoe was unevenly cut, with the upper part being smaller than the right shoe. This has led to the base of my toes being visible. I have measured the discrepancy, and the left shoe is 0.5 cm shorter than the right one. I have attached pictures showing the problem. I am looking to return this product as it is unused, in its original packaging, and still has the tag attached.

Yesterday, I made a purchase on Yoox for a pair of black wedge sandals from Cafe Noir, size 37, with my Revolut card, totaling €38 (€32 + €6 for shipping). I placed the order as a guest and have not received any confirmation. I have checked my spam folder, but nothing has arrived. The charge appears on my card. My name is Pilar R. M. I selected Estanco Loteria Llavador as the pickup point in El Puig de Santa Maria zip code [redacted], Spain, and my phone number is +[redacted]. I kindly request a response. Thank you.