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Key Takeaways Net-a-Porter CEO Heather Kaminetsky has been leading the luxury retailer since April 2025.
Over the span of over a year, Kaminetsky has been asking Net-a-Porter’s customers for feedback — and they have been more than happy to provide it.
Kaminetsky’s push for improvement has helped Net-a-Porter stage a comeback; the company’s latest financial results point to a strengthening business.
Luxury retailer Net-a-Porter is staging a comeback — and using customer complaints as the groundwork for what to improve.
CEO Heather Kaminetsky took over the company in April 2025, and for over a year, she has been relentlessly asking customers for feedback. According to a recent report from The Wall Street Journal, at every moment she gets, she asks shoppers a simple question: How can we do better?
Customers are eager to contribute their opinions.
They have asked Net-a-Porter to reshape everything from its white-glove service to its delivery experience. Shoppers asked for more personalized attention from their personal shoppers, a broader mix of heritage names and emerging designers, better package tracking and an easier returns process. Some even weighed in on the drivers’ wardrobes, saying that their uniforms needed an upgrade.
Not every request made the cut. One customer proposed deliveries by private jet, an idea Kaminetsky deemed unrealistic. But many more have led to tangible changes.
Return labels now come inside every order, eliminating forms and the need to print anything at home. Delivery drivers, who were once permitted to wear any dark clothing, are now outfitted in uniforms.
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