SmallBizGenius Analysis
Mr Porter is a luxury online retailer offering a wide selection of high-end menswear. While many customers praise the quality of products, efficient delivery, and user-friendly website, others report issues with customer service responsiveness and order fulfillment.
Category Breakdown
Scores based on analysis of 280 recent reviews
Shipping and Delivery
8.5/10Many reviewers praise Mr Porter's fast and efficient delivery, often highlighting the speed of international shipping and the careful packaging of items. Several customers mention receiving their orders quickly and in perfect condition, with some specifically noting overnight delivery from Europe to the US.
30 reviews mention thisCustomer Service
4.5/10A significant number of reviewers express dissatisfaction with Mr Porter's customer service, citing slow response times, unhelpful support agents, and difficulties in resolving issues. Some customers report being given inaccurate information or experiencing delays in processing returns and exchanges.
25 reviews mention thisProduct Quality and Selection
8.0/10Many customers appreciate the wide variety of high-quality items available on Mr Porter, including clothing, shoes, and accessories from numerous designer brands. Reviewers often mention the unique and stylish pieces they find on the platform, as well as the quality of the materials and craftsmanship.
20 reviews mention thisReturns and Exchanges
6.0/10While some reviewers find the returns and exchanges process easy and efficient, others report difficulties and delays in getting their returns processed or exchanges fulfilled. Several customers mention issues with receiving refunds or getting the correct items in exchange.
15 reviews mention thisWebsite and App Experience
8.0/10Several reviewers praise Mr Porter's website and app for being user-friendly and easy to navigate. Customers appreciate the intuitive interface and seamless shopping experience.
10 reviews mention thisOrder Accuracy
4.0/10A number of customers report receiving incorrect items or the wrong sizes, leading to frustration and the need for returns or exchanges. Some reviewers mention this happening multiple times with the same order.
8 reviews mention thisPros & Cons
What Customers Love
"Shipping was literally overnight from Italy to New York City, packaging was elite, jacket is beautiful"
"You can always find a unique piece for your wardrobe at Mr. Porter....or a timeless classic that will endure for years to come."
"The app was easy and stress free to use. Delivery was quick and came beautifully packaged. I can’t fault the service and would 100% use again. Would recommend."
"This company is second to none, the care of the order, the packaging is phenomenal and I can't recommend them high enough."
"Ordering and returning is easy."
Common Complaints
"Customer service is utter disaster !"
"Twice they sent the wrong size. Returned and ordered again, and again, sent the wrong size. Not even sure how that is possible except for complete incompetence."
"Take forever to resolve returns, get told the return has been processed, which wasn't true, then told to wait 10 days - waited 10 days, now still keep being fobbed off with ze..."
"Damaged goods were recieved."
"Delivery was very quick & expensive."
Common Questions About Mr Porter
Answers derived from customer review patterns
Is Mr Porter legit and trustworthy?
Mr Porter is a legitimate online retailer of luxury menswear, but reviews suggest that its reliability can be inconsistent. While many customers report positive experiences with product quality and delivery, a significant number have encountered issues with customer service and order accuracy. These inconsistencies can lead to frustration, particularly given the premium price point. Therefore, while Mr Porter is a real company, potential customers should be aware of the potential for problems and factor that into their purchasing decisions.
Based on 45 reviewsDoes Mr Porter have good customer service?
Customer service is a major point of contention in Mr Porter reviews. While some customers report positive experiences with quick and helpful support, a significant number express dissatisfaction with slow response times, unhelpful agents, and difficulties resolving issues. Many reviewers describe feeling ignored or misled by customer service representatives, particularly when dealing with returns, exchanges, or order discrepancies. Therefore, it's difficult to definitively say that Mr Porter has good customer service, as experiences appear to vary widely.
Based on 30 reviewsIs Mr Porter worth it for small business?
Whether Mr Porter is worth it for small businesses depends on their specific needs and priorities. The platform offers a wide selection of high-quality, luxury menswear, making it suitable for businesses seeking corporate gifts or stylish uniforms. However, the inconsistent customer service and order accuracy can be a drawback, especially for businesses that require reliable and hassle-free service. If a small business is willing to potentially deal with customer service issues in exchange for access to a curated selection of designer brands, Mr Porter may be a worthwhile option.
Based on 25 reviewsWhat is Mr Porter's return policy like?
Mr Porter's return policy is generally described as easy to use, but the actual execution of returns can be problematic. While the process of initiating a return is straightforward, many customers report delays in processing returns, difficulties in receiving refunds, and issues with exchanges. Some reviewers mention having to chase customer service for updates and resolutions, leading to frustration. Therefore, while the stated return policy may seem appealing, the actual experience can be inconsistent and potentially time-consuming.
Based on 15 reviewsWhy do Mr Porter orders sometimes get cancelled?
Based on customer reviews, Mr Porter orders sometimes get cancelled due to stock availability issues. Some customers report placing orders for items that were listed as available on the website, only to have their orders cancelled later due to the item being out of stock. This can be particularly frustrating when customers have paid for expedited shipping or are relying on the order for a specific event. This suggests a potential issue with Mr Porter's inventory management system.
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