Farfetch
Reviews and Complaints

I bought my daughter some trainers from Farfetch for £140, they lasted a month and the rubber on the bottom is coming away on both trainers. I emailed them and they offered to repair, took them to the repair shop and he said gluing would not work. They have offered me 10% of my purchase price which is not acceptable, I have asked for a full refund or replacement, but they say no. I have sent them a complaint letter to which 16days later still no reply.

I am a silver customer yet Farfetch is treating me like [censored]. I place an order for 4 times with different payment options yet Farfetch cancels it EVERY SINGLE TIME saying it's security reason -- and I have used my credit card AFTER my FF order and 100% sure they are working. I have no idea what this is about, but in case they kill off orders based on implied ethnicity like some other companies did and got fined for I guess suing is the right thing to do here.

Arranged return of item through Farfetch's courier of choice, DHL. After corresponding with farfetch customer service agents for 42 days and receiving the same written canned message from Ruben, "we are pushing our team, please be patient while we work on this." I finally called Farfetch and was informed by another agent. Brenda, that the package was reported as Lost by DHL. It is now Day 50 and I have not received my funds returned.

I had never thought that I'm going to launch a complaint against any company but it's such a shame that I'm abandoned by this company without resolving my issue about a big high end branded bag! Only thing they had to offer which is just nothing infront of what I paid for the brand, is just 10% back. Now they have only 14 days refund policy but sometimes it takes a little longer for the issue to come up! The clasp on my bag is very very hard to close( in a embarrassing way!) I thought that may be it's new that's why is little hard but it happened the second time as well then I contacted the customer services for this issue, first they gave me a 3-4 months time frame after assessing my bag etc but one day they emailed me that the brand is not available to assess your bag! Like seriously?
So the bottom line is I'm big gonna purchase with company anymore as they have no rights for customers! You'll be abandoned with your €1500 bag or maybe more to deal with its faults!
Highly disappointed and I don't trust this company anymore.

I ordered Gucci Espadrille for gift, however when the person open this gift the shoes was both for RIGHT foot they send me a not pired shoes! When I reached out to them they said that they cant do something about that which is So ridiculous that having a staff that stupid will have their customer suffer and just thrown some 💸💸💸 just like that! Do not buy from this site! Cheater! Scammer!

So I placed a order for 2 pairs of fendi shoes with FarFetch on March 27, 2021. I receive a email on March 29, 2021 that both shows have been shipped together. On April 1st I received a package from Fed Ex with only 1 pair of shoes. I call farfetch immediately only to find out the shoes was sent out by separate vendors through separate mail carriers. They told me DHL delivered the other pair of shoes on March 30 at 11am. I work from home and my desk is literally next to my front door. I also have cameras and a doorbell ring device that notifies my phone when ever anyone comes up the steps. So I know for a FACT they DID NOT come to my house March 30 at 11am. I called them multiple times, to Investigate the vendor and the mail carrier. They lied and said they would but never did. They finally called DHL APRIL 29 2021, and they told them that the item was delivered on March 30 2021 at 11am. So Farfetch emails me a petty email saying they can not do ANYTHING. Then put #blacklivesmatter! So you steal from the lives but they matter!? How racist! How nasty and uncaring can you be?

After receiving the email I called and requested to speak to a manager the rep Victoria said she can not transfer me without getting my information. I gave her EVERYTHING she asked for, just for her to say sorry I can not help you. I never asked for her to help me I asked for her manager. She then hangs up on me. Every time I call they hang up or make a reason why I can not speak to a manager. I still have not received anything. The are scammer and they don't care if the vendor actually gives you the item or not.

So basically I lost almost $600 and farfetch will not refund me or send the item I PAID FOR! The 3rd vendors they use are frauds! They lie and say they sent the item and never send it!

Petty [censored] email!

Thanks for waiting while we worked on your case.

Sorry, we can't refund order YMNM4F
Thanks for your patience while we looked into your order.

When checking your order details, we noticed you selected the "On-Demand Delivery Service" with the carrier. By selecting this option, your order doesn't require a signature upon delivery and can be left with a neighbour.

Any loss or damage that results from delivering the order with this service is not the responsibility of FARFETCH or the courier. The courier's terms and conditions are clearly stated when you select a delivery option.

We appreciate your understanding in this matter.

Farfetch Customer Service
#BlackLivesMatter

I bought the boots on JAN 10, but at first the transfer warehouse claimed they did not receive it even though it was shown signed by fedex (certification attached). Then, on Jan 26, the warehouse informed me they received my boots. But I have already bought the same pair at somewhere else. So I contacted Farfetch to initiate a return by using DHL pick-up service on Feb 1, and then Farfetch received the return boots on Feb 5. According to their return policy and promise earlier, it takes 10 days to show the refund. But until Feb 25, 15 days after they signed for the return goods, they said there was a very small scratch on the surface. This was sooo ridiculous! It was totally non-sense and disgusting. I have been in China all the time and never worn it. The DHL guy took the parcel away and they were responsible for the delivery. Farfecth signed, meaning they accepted the return! It is very probable the boots were defective when they shipped out! I have contacted them many times but they did not reply about the refund and marked the order closed. Also, I have seen many similar cases pointing out they did not refund on purpose! Somebody pls help here and give farfetch deserved punishment! So many similar cases on the Internet! They vanished and only replied like a robot! Totally robbery, no merchant treated customers THAT WAY!

Dear Sir/Madam,
I purchased three different sizes of the Gucci rhyton trainer; returning one size 36.5 via DHL (refund provided), one 37.5 (via Royal Mail- this is being chased up via Royal Mail) and one size 37 (via DHL). The latter has not been refunded and I have made serval enquiries. The last correspondence I heard from Farfetch was on 18-02-2021, copy email below:

Farfetch Customer Service 18 February 2021 at 17:44
To: "[protected]@gmail.com"
Hi Heather,

'Thanks for contacting Farfetch.

Our internal team have reached out to DHL regarding the order V8JR67/GLS121344783- Rhyton leather sneakers, Size: 37, DHL associated tracking number [protected]. The package has to be found and at least be sent back to the boutique before a refund can be issued.

Order number UK7FJL/ GUC121298475- Gucci Rhyton leather sneaker size 37.5, the DHL associated tracking number is [protected] also does not have any transit movement to indicate it is being returned to the boutique.
Can you advise which return label was used to return the item? I will also have to open a lost return investigation for this item.

Can you please fill in the details below regarding order UK7FJL, size 37.5.

Order: UK7FJL / GLS121344783

Return label tracking number if known- (usually on the return label that says from customer to Farfetch) the number after AWB-

Pick up or drop off date:
Picked up or drop off time:

Pick up address:
or
Drop off location:

Did the customer return more than 1 package at the same time?:

Which courier company was it handed to:

Soon as I receive the filled details, I will ask our internal team to open a lost return investigation for this package.

If you need any further assistance, please do not hesitate to ask, I would be glad to help you.

Wish You a Great Day!

Best Wishes,

Rakey

Farfetch Customer Service, incluing the last one n: 18-02-2021, as follows:
DHL '

I am very concerned that I have still not had the refund (£660) for the trainers despite their being returned via DHL on 5th February. am tired of writing and nothing happening. Please refund asap. This is alot of money. The returns label number for the return via DHL on 5th February which I used and you provided: A0011T-FLR-PSX.
Thanks,
Heather

I have ordered 2 sunglasses, and only one came. The box was small so it was not possible to put both in them, even DHL have confirmed that-but still fighting more than a month for a refund.
Order WZT9LY was made 7.12.2020 and came 11.12.2021 without one sunglasses
The glasses were Christmas present and I had to buy the new one.
After several emails I have called again yesterday and they have said that the refund have been refused

I made an order before Christmas for a gift, the item was updated with ups and noted as delivered a day earlier than expected. I had no delivery and contacted fare fetch asap to advise them I haven't received anything, they told me to wait until the delivery day, I did so and still not received anything. They said they would investigate and then advise the case closed as ups states the parcel was delivered! I am so upset they would do that, I just wanted the item, they were rude and unhelpful and now I have no item and have been robbed hundreds! Most unprofessional company to work with high-end products they need to be reported.

I had order Gucci GG Marmont small shoulder bag which is size width 26cm. But received GG Marmont mini shoulder bag with size 22cm.
I had also paid to Malaysia custom for import duty tax with MYR921.40 which is cannot refunded even though goods returned to seller.
Very disappointed with Farfetch as I had spend so much money to buy a luxury tru Farfetch. I'm need to ask for refunds and also claim the import duty tax that I had paid from Farfetch. Seller need to bear all the extra charges caused by wrongly sent item from seller.

Between 5 and 14 Nov 2020 this company with four hypothetical

sales overloaded my credit card with the amount of €7, 085.00.

And without I ever having any contact with this company before!

I live in Athens, in suburb οf Athens Pefki. I never had the intention

to buy anything from this platform. Anyway I did Know it before.

But this company accepted my credit card someone else to use

it.

I odered a MSGM tshirt on sale from farfetch. Item was reviewed for few days when all the other items I ordered came. The shirt I got was on sale at 70% off. Thought I had a great catch and was anticipating it. Another shirt was sent to me instead of the one I bought. I checked the price of the shirt I bought the next day after I snapped it and the price went up, I still thought I was lucky and had a good deal. I was so dissapointed and I now cant help thinking about it. Usually orders come real quick but this time it took days. I dont care if u put up the wrong price or what but since I already ordered and paid for the item, I think the merchant should honour the purchase and send me what Ive ordered instead of sending me some ramdom shirt and possibly forcing me to return the item and thus making this sales canceled. Such a disgrace!

I ordered a coach bag from ferfetch $350 and they send me the wrong coach bag.. i return the item ..and they are not refunding me .. ots been a long time.

Ordered a wallet on farfetch, nothing was delivered to me, no delivery person came to my apartment that day (thus, no contactless delivery, no in person delivery with a signature), although farfetch says it was delivered and that package might have been left outside in the street and somebody might have stolen it but they say they're not responsible for it. And told me I had to pay for it still. I really do not understand, why did not they did deliver to my apartment, and why would they leave it in the street as they say? And if they lost it, why am I paying for it, while they can easily solve between farfetch and shipping company, but they're too lazy to resolve the problem actually, and i'm left hanging here like this clueless, feels like they scammed me and took my money.

I placed an order with farfetch (3 pair of shoes). DHL the carrier left the package ($2500) order at my front door. Mind you, I live in a apartment complex. I never received my order. I informed farfetch that I didn't receive the order and usually, if I'm not home the carrier will leave the package with the post office with a note saying I can pick it up there. No such thing happened. They said they would do an investigation and get back to me. Below is what they informed me. Are you kidding me! DHL confirmed they left the package at my front door. I informed farfetch I didn't get it and this was their response. I will fight this tooth and nail to get my money and never do business with them again.

We're sorry, we can't refund order VS1117163468.

Thanks for your patience while we looked into your order.

We carefully tracked your delivery and can confirm your order was delivered to the shipping address you provided. We are therefore unable to issue the refund you requested.

We know this is disappointing however, we thank you for your understanding.

Kindest Regards,

Victoria P.
Farfetch Customer Service
www.farfetch.com

To who it may concern,
Please help me
An item did not arrive at my property.

Farfetch refuse to acknowledge this.
Dhl has called it lost - have emails to prove this is needed.
Lost at the warehouse - never left the building - was never put on a truck towards my home.
Farfetch refuse to acknowledge and say that I need to make claim via dhl
Dhl have emailed me stating that they have contacted farfetch saying it is lost (contacted them on the 7th of august) but farfetch is the client - and not me and I am unable to make a claim.
I have emailed farfetch this - but they are clearly ignoring me.

Farfetch states - that they lost liability based on the 'signature release'
However the item had never left the warehouse - and considered lost prior.
And this has been confirmed by dhl - (happy to forward emails to you)
Farfetch have just closed the case.

Nealry a $300 item!
Not my fault at all.
No connection or attempt to come to me was made.
Was lost at warehouse - between farfetch and dhl

Asking for my money back in regards to the item

Thank you again
Really appreciate all that you will be doing in regards to this case.

Attached are all emails etc. Thank you again

Email contact: [protected]@hotmail.com

I ordered a package from Farfetch and it was never received. They made me wait 15days just to tell me there's nothing they can do about it and I'm out of $700 and nothing to show for it. I do not recommend this company. DO NOT BUY FROM THIS COMPANY!

Hi,

This is related to my order number VQMN87. I had placed the order on 16/7/30 on farfetch .
The order consisted of 4 items of which one was VALENTINO GARAVANI Vlogo bracelet.

Upon placing the order, it was CLEARLY mentioned that import duties and taxes are included . However, on arrival of valentino vlogo bracelet i was told to pay the taxes . I was left shocked and had to pay a sum of INR 4380 . For proof, i am attaching images of the bracelet which is still available on your website and "MISLEADING " (by mentioning import duties included) customers like us .

Its been over a week, and i have not received any satisfactory reply . In all my emails i have sent them i have CLEARLY MENTIONED I HAVE PAID THE DUTY ON ARRIVAL yet they are asking me again and again if i have paid the duty or not . THIS IS EXTREMELY UNFAIR.

"NEVER EVER BUYING AGAIN FROM THIS FRAUD WEBSITE . HORRIBLE CUSTOMER SERVICE . "
I am also attaching the images of import duty receipts for your reference.
Kindly reimburse me the duty AS SOON AS POSSIBLE.

Also attaching images of farfetch emails, where they are repeatedly asking me the same question whether or not i have paid the duty . In my EVERY EMAIL TO THEM I HaVE CLEARLY MENTIONED I HAVE PAID THE DUTY.

Thanks and regards
Shuchi chawla

I purchased a Jacquemus bag from Farfetch for $294 Canadian dollars on may 27th 2020, and I received the package on June 18, 2020(see attachment). I did not like the bag, I printed the DHL returned label (provided by Farfetch, and I returned the bag the next day on June 19, 2020 (see attachment which I highlighted the DHL delivery in my call list). It was a home pick up around 1pm in the afternoon. I though this process went smoothly until on June 30, 2020. I checked my return status for this bag, and my return was declined. I called Farfetch right away, and they was very fast reacting, but 15 days later, Farfetch told me they couldn't find the item because the shipment company had no record on the return item, so I have to take this lost myself(see the attachment). I am quite disappointed. I don't have the returned item with me but I have to pay for the full lost of someone else mistake!This is none sense! I want my money back!