Farfetch
Reviews and Complaints

I never thought I'd be writing a review about a company, but my experience with Farfetch was one of the worst I've had. I don't want to come across as a Karen, but it was not a good time, to say the least. I ordered a pair of sunglasses and spent a decent amount of money on them, but when they arrived, they were scratched. And not just a tiny scratch, but a pretty bad one. I called their customer service line, and at first, I thought they were pretty helpful, but it turned out they weren't.

I had used a new member discount code and received free shipping, but when they sent me a new discount code, they didn't inform me that I would have to pay $30 for shipping. And to make matters worse, there was no option for an exchange. I was really frustrated because I wasn't at fault in this situation, but they weren't doing anything about it. I tried calling back, but by the time I realized about the shipping, the office had closed, and there was only one pair of the sunglasses left in stock.

The next morning, I woke up to find that the sunglasses had gone up an extra $145, which made me even more annoyed. I called the customer service line again to see if they could match the price or give me an additional damage discount if I kept the damaged product. But they offered me absolutely nothing. It felt like I was talking to a wall. The agent was no help and didn't really answer anything I said. She told me she was providing the best service by giving me my money back, and I was speechless. How does providing the bare minimum equate to "the best service"?

I never wore the sunglasses out, and I called to request a refund the day after I received the package, so it was within the return period of 14 days. So I found it absurd that she said what she said because she really did nothing and was pretty passive-aggressive throughout the entire interaction, which got me kind of heated. I decided to call a different agent because she was rude, and the next agent was really nice. He told me the same thing and came to the same conclusion, but he actually seemed apologetic and listened to my frustration. I was still frustrated, but I appreciated his approach and just left it at that.

Despite how nice the last agent was, there was no resolution or alternative solution, which was pretty messed up in my opinion. I would not recommend Farfetch because the company itself takes no accountability for the fault of their own and their partnering companies. It's a shame because I had high hopes for them, but they let me down.

I have had a few experiences with Farfetch and overall, they have been pretty smooth. I have recommended the website to many of my friends and they have also had positive experiences. However, I recently had an issue that made me question the negative reviews I had seen online.

It all started when I received the wrong item. I had ordered a white silk Michael Kors blouse, but I received a black one instead. I returned the item the same day and was planning on closing the bank account I used to pay for the item the next day.

I called customer service to ask if the refund could be credited to my account instead of refunded to my card. They said yes, so I closed my bank account the next day. However, when I checked the order status, it said "refund processed" but I had not received any store credit. I called customer service again and was told that the refund had been sent back to my bank account. This was not what they had confirmed to me earlier!

I contacted my bank and found out that the money had been received but since the account was closed, it was rejected back to the sender. I also found out that only the blouse had been refunded, not the shipping fee. I contacted Farfetch again and they confirmed that the shipping refund would be in the form of shop credit this time. However, I never received the credit. I had to call my bank again and finally received a bank check for the $35 shipping fee. But the money I paid for the blouse was never refunded!

It has been a few months since the initial purchase and I have sent many emails to customer service asking them to check if the merchant has received the rejected amount. I have not received any reply from them. My money is still in limbo and I am not sure if it is with the merchant or still in the air.

Overall, I think Farfetch is a decent online shopping website that sells top quality products. However, the level of customer service provided by Farfetch does not justify the price of the products. Here is a list of the bad service I have experienced from Farfetch:

1. Order not checked - wrong color item posted
2. Cannot do what they promised - give shop credit instead of refund was confirmed but wrong action twice
3. First refund was only the product, no shipping refund as promised in the email
4. No reply from customer service

I will not shop on Farfetch until this matter is resolved. I hope that more people become aware of the risk of experiencing poor customer service when buying luxury items on Farfetch.

I recently made a purchase on Farfetch.com for an expensive purse, but unfortunately, it did not meet my expectations. Upon receiving the purse, I noticed that it did not come in a beautiful box nor did it have any tags on it. This made me question whether the purse was authentic or not. The quality of the purse was also not up to par, so I decided to return it.

However, when I received an email from Farfetch's customer service team regarding my return, I was disappointed to hear that there was a problem with it. According to their partner, the purse was returned in a different condition than when it was originally sent to me. They claimed that the purse was stained and had no tags or security seal.

I was taken aback by this accusation and immediately responded to their email. I explained that the purse was not in a soft bag like many of the other pieces I have purchased in the past, and there were no tags or seals when I opened the box. As for the stains or scratches, I could only assume that they were already there when I received the purse or happened during transit due to the lack of proper soft bag or packing materials.

I made it clear that I did not send the purse back in any worse condition than what I found when I opened it. I would never try to return a damaged item, and I was offended by the suggestion. It was only after a month that they noted the damage, which felt suspicious to me.

Despite my explanation, Farfetch's customer service team informed me that their partner could not accept my return as it did not comply with their Returns Policy. They also mentioned that the item would have to be sent back to me.

Overall, my experience with Farfetch was not the best. I was disappointed with the quality of the purse and the lack of proper packaging. The accusation of returning a damaged item was also frustrating, especially since I made it clear that I did not damage the purse. I hope that Farfetch can improve their customer service and quality control in the future.

I've been a loyal customer of Farfetch for a long time now, and I even have Platinum status. However, my recent experience with Farfetch Russia left me feeling extremely disappointed and frustrated. It seems that Farfetch Russia has no interest in protecting their customers or helping them when issues arise. Let me tell you what happened.

Back in June, I ordered a Tag Heuer x Supreme stopwatch from Farfetch. The delivery was made from the Stadium Goods boutique in the USA, and the courier brought the order to me in a box that was completely intact and showed no signs of being opened at any point during transportation. However, when I opened the box, I was shocked to find that the stopwatch and neck strap were missing. Everything else was there - the box, instructions, and return documents - but the most important part of the order was nowhere to be found.

I immediately contacted Farfetch and sent them photos of the contents of the box. The support representative promised to investigate the situation, but then I had to wait for a whole month before receiving a letter stating that I would not be compensated for my missing items. The reason given was that the boutique had claimed to have put the goods in the box, and DHL representatives had said that the weight of the parcel had not changed during transportation.

However, I was not provided with any evidence that the boutique had actually put the goods in the box. Furthermore, it's logical that the weight of the parcel would not have changed during transportation, since I received exactly what was sent from the boutique and the shipment had not been opened during transportation. The weight of the package I received was 600 grams, which is the same weight that appears in the DHL system. This weight does not include the stopwatch and neck strap, which would have added an additional 200 grams to the weight of the parcel. It's simple math, but the "specialists" at Farfetch Russia refused to understand the essence of the problem, even after I sent them a video with detailed weighing of each attachment from the package and the whole package.

After another month of waiting, I received another email from Farfetch Russia, this time with an incorrect weight of 1300 grams instead of the correct weight of 600 grams. They once again refused to compensate me for my missing items, and they didn't even bother to indicate the correct weight in their email.

Overall, my experience with Farfetch Russia has left me with the impression that they don't care about their customers or their problems. If you're thinking about ordering from Farfetch, keep in mind that they may not be willing to help you if something goes wrong.

I gotta say, I recommended Farfetch to my friends and family in November, hoping to get a nice Christmas gift for myself. But boy, did I regret it. I've been shopping on Farfetch for a few years now and never had any issues until now. I suggested a purse as a gift, but it never arrived. I had to spend more than 2-3 hours trying to resolve this issue, and I'm not someone who shops online much.

It turns out that the purse I suggested had been ordered on November 21 (Order no: 4HRMRR), but after it was charged, the order never progressed. Farfetch called me about this and then sent an email. When I contacted customer service, they weren't able to answer any questions other than having to check with someone else. I requested that the order be cancelled and a refund issued, but it took over 30 days for any action to be taken. Farfetch held onto my money for an extended period of time, which is not cool.

On January 9, I received an email advising that the purse was sourced from another location and would be sent soon. I called customer service again and was given an indication that the order was cancelled. But why didn't the request to cancel in December result in action?

Finally, on January 11, I received an email that a refund had been processed. But then, surprise! The purse was delivered on January 14. The refund issued was only $4.50 of the $391.12 purchase price. I couldn't transact anything online or follow the return instructions with a cancelled order/new order being transacted by Farfetch. I could only see an in-progress status on the old order. There was no way to work through this other than trying customer service again.

It's not that any individual from customer service was unpleasant, but the requests made were never followed. There has been no acknowledgment of the failures and inconveniences, and to get the purse over 30+ days after ordering is ridiculous when a normal delivery is less than 5 days. Clearly, Farfetch's processes are BROKEN. The easiest thing would be to keep the purse, but it would be a constant reminder of the hassle.

I'm still trying to figure out how to get a return started. I can only imagine the refund will be long in coming, and this whole experience will prevent me from thinking of using Farfetch in the near future. I guess Farfetch isn't for the casual shopper, and I'm disappointed that I recommended something that has sucked up my free time with no quick end in sight.

I’ve order belt from them which arrived in a wrong shade and poor quality despite of expensive price. In some places a paint coverage was poor. Also, I didn’t found all needed documents and tags in parcel. I picked the parcel from reception of my building and after seeing that product didn’t match shade description and quality left the box right there at the same place so there’s opportunity to get a video of proof from the reception if requested by police. So after claiming a refund and sending back the item, Farfetch received it and refused to made a refund. They would blame the bad quality (paint went off in some places) on me, as well as lacking those documents they didn’t put inside at the first place, as if I was wearing the item (which I even technically couldn’t do it because the moment I received it I sent it back). I tried to contact them few times but they ignored my message and after all stopped answering my emails. They didn’t try to send the item back either, keeping both item and money for over 3 weeks now. Scam.

Purchased a bag from Farfetch for close to 400 euros. When the bag arrived it was missing a shoulder strap as it was advertised. Got onto customer service who told me this would have been a mistake and that a replacement strap would be sent out. A week passed and nothing, emailed a number of times with no reply whatsoever.

Returned the item stating that without the missing strap there would be no reason to keep the bag.

The returned was received by Farfetch as it could be seen by tracking and not a word from the company about my refund. Emailed them countless times and eventually had to ring. Bare in mind that based in Ireland and having to call the UK this is now costing more than just time. Was told that there was an issue with the return as it was missing a STRAP.. Got to be laughed about it. But at this point i don't really feel like laughing as this company now is progressing into scam. after a while was told that everything was sorted as this was the original reason for returning the bag and that the refund would be processed within 48 hours. A week passed and no sign of the refund.

Another 2 phone calls and another week wasted and eventually the refund was processed, or so they say as at this point I'm still waiting for the actual money to fall into my account.

Very stressful to deal with and left with no choice but to pursue this issue further. A case will be filed against Farfetch with the Small Cases Court, for all the costs associated with having to chase what's rightful mine as well for the stress and anguish caused by this so called "Online Retailer".

My package arrived empty. After contacting Farfetch they said they can’t do anything and it’s not their problem. They said I should contact DHL.

I paid for my pant and DHL but Farfetch would not take ANY responsibility of what happened. They would not send me the pant or refund me. The envelop was never sealed properly and I send photos for them to see.

I will never shop there again. They are scammers and their customer service is rude

I’m giving it one star out of 5! The only reason for it is that „zero stars rating” is not possible.

Context: several months ago I bought Nike Air Max shoes and their soles (both shoes) are simply started breaking / cracking (visible cracks).

I made a claim to Farfetch, sent the pics of the faulty shoes and they send me the following answer:

“Your item’s quality assessment is complete. The Partner has determined the problem is a result of wear and tear. Sorry, they’re not able to take any further action. Thanks for your understanding.”

Did not know that a few months of wearing high quality, original Nike shoes = wear & tear and that the shoes will simple be damaged so quickly. Really! I thought that a high quality and original pair of shoes sold by Farfetch will last longer…

FARFETCH = scam.

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On 09/02/23 I’ve ordered Marc Jacobs black medium tote bag on farfetch to Turkey. I’ve never received the order but I received an email from farfetch on 16/02/23 that my order is delivered. I contacted about this and they called me talking about an investigation. I said okay no problem because I believed i will be recieving the order eventually. Then two days later on 20/02/23 I received an email that they are processing my return. I am really disappointed since they cancelled my order and increased the price of the product. I think this is on purpose. I never asked for a return, I do not want one. I want the product I bought without the change in price.

Hi,

Really hope you'll help me out wit Farfetch.
I'll try to be as short as possible.
I have paid for goods at Farfetch (see document 1 - comm invoice and 1. Order) with delivery address in France (where my family lives) to Elena Vikulina's name.

Delivery was planned to Nov 15th.
We did not receive anything on planned delivery date, however in Farfetch web page it was indicated as delivered.
I started a chain of emails with Farfetch customer service (see 2 and 3 - 8 pages of emails).

I was asking for a refund of funds, however Farfetch replied that delivery is made and refund is not possible. When I asked for a proof of delivery with signature of acceptance, Farfetch replied with document 4 which is complete nonsense as it has no proof of delivery and no signature of my wife.
I am sending you Elena Vikulina's ID so you can compare signatures.
Please, help me to refund my funds.

Regards and thanks in advance

I purchased a pair of D&G shoes from Farfetchs website, I bought two. One in 39 and one in 38.5 to see which would fit me best. The 38.5 were too small so I kept the 39’s and I contacted Farfetch via phone to help me return the 38.5’s, They emailed me a tracking slip with complete instructions. I followed their return instructions which showed the shoes would go to Italy but the link to the return label that THEY provided, showed the shoes would go to o The Netherlands. I didn’t realize this until they said I sent the items to the wrong place and it was my fault. That’s when I went back and read their email closely finding the error. They told me the return was sent to the wrong location yet they were the ones who provided the label. I forwarded their mistake in their email back to them as proof that it was their fault sending me the wrong label. There is also proof the item was delivered to that shipping label they sent me via DHL tracking number website. DHL tracking number [protected]. They said the store can’t find the item. Now, Farfetch refuses to refund me until the store finds the item, holding me responsible for their mistake. It’s been almost 4 months and the store hasn’t found it. The first two times they contacted the store, the store didn’t even bother to answer. I got a manager involved and the store finally answered but still no refund. No refund yet they have my returned shoes. The shoes cost $757. This is illegal in every regard. Buyer beware. I’m going to take this to small claims court and I will never purchase from Farfetch again. Might as well set my money on fire than trust them with it.

Order #UMNQLU (Farfetch ID [protected])

I sent Farfetch an email today 31/12/22, immediately the item was delivered.

I received an email to say a return request has been generated, no acknowledgement of my complaint regarding an item over £200.

Previously I returned a handbag with a missing long strap, but received didn't receive the full amount paid, and also the postage fee wasn't refunded

You cannot call to complain, and the emails received do not really address the issue either

Someone used our PayPal account to place an order with Farfetch on 10/23/22 for exactly $1,475.00. We discovered this when our debit card was declined. I immediately put a stop-payment on the amount with our bank which cost us $35.00, and opened a case with PayPal disputing the charge. The scammer used a shipping address of 13820 NE Airport Way, Portland, OR, which is the location of a Reship location, so PayPal immediately refunded our account for the entire amount.

I believe Farfetch is part of this scam because I contacted them on 10/24/22 as soon as we discovered the issue. They didn't respond until 10/25/22 saying the order had already been shipped but they would try to stop the delivery, but could only work with the local legal authorities and couldn't provide any more details. They gave me no contact information on how to report this and then closed the message I opened. I've received no further messages from them.

But then Farfetch tried to run the transaction again on 10/25/22 using our account for the same amount. Fortunately, I removed all payment options from our PayPal account, and our bank declined the transaction so they didn't get anymore of our money.

On 10/26/22, we received two emails from PayPal indicating Farfetch updated the transaction with tracking numbers for two shipments, one for DHL and one for UPS, both shipping transactions indicated the same $1,475 shipping amount. Why two shipments for the same order and why two days after we reported the theft to them?

The DHL shipment was picked up on 10/25/22 in Osaka, Japan going to LA. DHL returned it to the shipper on 10/28/22. The UPS shipment was originally shipping to the same address in Oregon, but Farfetch diverted the shipment and had it delivered to Mid-States Packaging at 152 US Hwy 206 in Hillsborough, NJ 08844 on 10/27/22. Farfetch then filed a claim with UPS claiming the package was lost.

On 10/31, our PayPal account received a partial refund of $1,365, and now shows a negative balance of $110.

In summary, Farfetch tried twice to use our PayPal account to place a fraudulent order, knowingly shipped the fraudulent order with two different shipping companies claiming each shipment is for the full amount of the fraudulent order, is trying to keep $110 of our money for the fraudulent order and filing a claim with at least one of the shipping companies to recover the full amount of the fraudulent transaction.

The issue that I have experienced was: Order a swimsuit top that is meant to be exclusively for busty women. I completed a fit test on the brand's website. Bought the size (from Farfetch) as advertised by the brand's fit test result.

Received the swimsuit top the day (afternoon) before my holiday and was completely inappropriate. My bust is majority on show, nipples pop out if I move. Not comfortable, suitable, or as advertised.

As I left for my holiday in the very early hours of the following morning, I was not able to return straight away. I also travelled to a remote place with worse internet connection than realised - I was slow to initiate the return.

As soon as I had internet connection I contacted Farfetch to explain that the top doesn't fit but has original tags and plastic covers on metal hardware. It's unworn and could I return.

I've had constant back and forth where Farfetch refused a refund, only a credit. Because the top would be returned outside of the policy dates and to a third party "partner" so there's nothing more they can do.

The top is not as advertised and not fit for purpose therefore I want a refund.

If I had known the top wouldn't fit as advised, I wouldn't have bought it.

This meant that Financially limited. I've spent a significant amount of money on a luxury item as I believed it would fit as per the brand's advise.

Tired from constant (daily) emailing with Farfetch.

I ordered a dress that cost around $250. I received an empty envelope from FedEx. I wasn't the one to receive the package. When I saw the flat envelope, I was hoping that there was a note indicating an explanation inside. Instead, the envelope was empty. I tried calling Farfetch customer service by telephone but after an excessively long wait, no one ever came on the phone. Since I couldn't reach them by telephone, I emailed them. I repeatedly asked for someone to contact me by telephone but no one ever did. After repeated emails, they sent an email saying they couldn't refund me because there was no sign of tampering on the envelope. It looks like no item had been placed in the envelope to begin with and they were in bad faith. FedEx stated that only the seller can make a claim. I asked for the reply from FedEx's investigation and they no longer answer my emails.

Fedex has lost my $745 package on 8/5/2022, and they admitted their negligence and said only the sender, Farfetch, can claim the lost. Farfetch told me they would investigate the case. Whilst I was waiting, they changed my order status to "delivered" without my confirmation on 9/6/22. On 9/14/22, they sent me the investigation result, saying they won't refund because the package has been delivered. I have been reiterating that Fedex has admitted it's their problem, and they just have to claim the lost. I am very irritated and disappointed, and I am bringing this to court.

I purchased a Polo Ralph Lauren Dress on Farfetch. When I opened the package I received instead a Red Valentino pink dress which was not what I ordered. I contacted customer service and told them about the mistake. I was really excited about this dress and really wanted to get it so I asked customer service to help me track my order. They told me they cannot find the dress which was a really disappointing news to me and instead they offered to give me free shipping on my next order. This is such a disappointing situation as the customer service personnel made me feel like she was brushing me off by giving me free shipping on my next order. After I scheduled and made a return of the dress wrongly shipped to me, I waited for the refund. Instead, It has been over almost a month and I have not received a refund. I once again contacted the customer service personnel and she claim to have not received my return. Furthermore, she asked me to check with DHL. This added to my disappointment and anger as the return was scheduled by farfetch. I only have a return sticker and the delivery man comes to fetch the item and that is it. Furthermore if they have not received the item, they should be questioning DHL as it is their partner delivery service. I believe anyone who does online returns would know how it works. Not only did the service personnel not help me resolve my issue, the tone of her emails were of an irritated tone. Finally, she has now stopped replying to my emails and Farfetch has not returned my money. At this point I am beyond disappointed and angry and as a consumer, I feel that I have been cheated of my money.

Purchased a dress from Farfetch (£280) end of may. DHL attempted delivery on 27th May as I was not home asked for it to be delivered to a pick up shop (newsagents open irregular times but the closest pick up point for 10 miles). The arrived at a collection shop on 30th may, I collected at 2nd June as, the dress was a hideous fit so returned on the 15th June (as I was away on holiday). Still no refund. The first excuse was I was out of the 14 day returns period, it was a day. Farfetch said they were going to negotiate with their supplier. 12th July negotiations were ongoing. 12th august the stance was that the dress was not returned in the condition it was dispatched. Not the case and if so would have been the first reason to reject the refund and send back to me. I have asked Klarna to support, but they are not getting a response. The latest response from Farfetch is now they can’t issue a refund due to a dispute with my payment provider and I need to pick this up with them? Klarna are no help and I can’t seem to move forwards. Please help