Farfetch
Reviews and Complaints

I had purchased 2 identical necklaces and when it was delivered, there was only 1 in the package. By the way that it was wrapped, it's very obvious that it was deliberate. There were 2 pouches, one pouch had the necklace and the other pouch had wrapping paper inside. I was charged for the 2 necklaces. When I contacted Farfetch, the customer service rep Helen S. insisted there was no error on their end and case closed. Now I'm short 1, 500 hkd and no necklace.
As an online consumer, how can I trust Farfetch with any future purchases? Is Farfetch a scamming company, I do see many complains about this company.

Below is the message between Farfetch

Sent from my iPhone

Begin forwarded message:

From: Boboluk
Date: June 1, 2020 at 20:09:52 GMT+8
To: Farfetch Customer Service
Subject: Re: Your contact with Farfetch - Order R7GM27


I spent HK1500 in your company for empty bag and it took so long in processing didn't resolve any even sent me very inappropriate messages that I made mistakes, what's your company policy? Where's consumer protection? I am schemed from your company that's the only thing you've been doing and I'm thinking about report this issue to police station just in case there are more victims

Sent from my iPhone

On May 29, 2020, at 17:51, Farfetch Customer Service wrote:

 Hi Luk,

Thank you for your response.

Your case has been carefully reviewed however, due to the results of our investigation, we are still unable to process your requested refund.

We sincerely appreciate your understanding in this matter,

Best regards,
Helena S.

Farfetch Customer Service
www.farfetch.com

--------------- Original Message ---------------
From: Boboluk [[protected]@yahoo.com.hk]
Sent: 29/05/2020 02:40
To: [protected]@farfetch.com
Subject: Re: Your contact with Farfetch - Order R7GM27

Hi customer service
What should I do after purchased two necklaces and only one received ？I won't pay any invisible good... I'm being very patient to wait for my necklace which supposed delivered long time ago and it never happens, Now even get such disappointed response that's totally unacceptable.., so shame about it happened under such nice online shop
Sent from my iPhone
On May 28, 2020, at 20:16, Farfetch Customer Service wrote:


Hi Luk,

Thank you for waiting while we looked into your order R7GM27.

After careful review of your order details, we are unable to issue you a refund for this order.

We can confirm that our partner included your items in the package that was sent to you. As an added measure, we also checked with the shipping partner and can conclude that the package was not tampered with before or during delivery.

Thanks for your understanding in this matter.

Best regards,
Helena S.

Farfetch Customer Service
www.farfetch.com

--------------- Original Message ---------------
From: Boboluk [[protected]@yahoo.com.hk]
Sent: 22/05/2020 03:27
To: [protected]@farfetch.com
Subject: Re: Your contact with Farfetch - Order R7GM27

Dear customer service
My package is totally fine outside but inside very chaotic, one necklace in small bag and other one only a wrapping paper inside and I don't think the missing necklace lost on the way to HK but in packaging location
Sent from my iPhone
On May 19, 2020, at 21:29, Farfetch Customer Service wrote:


Dear Luk,

Thank you for contacting Farfetch. I hope this email finds you well.

Kindly know that we have opened an investigation for the missing item and I'm currently still awaiting for updates from the relevant teams.

Rest assured, as soon as I have feedback, I'll contact you right away.

In the meantime, please don't hesitate to get back to me if you require any further help.

Best regards,
Helena S.

Farfetch Customer Service
www.farfetch.com

--------------- Original Message ---------------
From: Boboluk [[protected]@yahoo.com.hk]
Sent: 19/05/2020 10:01
To: [protected]@farfetch.com
Subject: Re: Your contact with Farfetch - Order R7GM27

Dear customer service
Haven't received any update information from missing necklace since Thursday, pls follow up my ordered as soon as you can
Sent from my iPhone
On May 15, 2020, at 13:02, Boboluk wrote:


Hopefully get update news from you ASAP
Sent from my iPhone
On May 14, 2020, at 16:55, Farfetch Customer Service wrote:


Dear Luk,

Thank you for contacting Farfetch. I hope this email finds you well.

First and foremost, please accept our sincerest apologies for this inconvenience and the disappointment caused. Whilst we ensure all items are shipped without any problem, the packaging stage is still subject to human error. We apologize sincerely.

I will contact our partner right away to have further information about the second necklace.

Once I get an answer from them, I'll update you.

We are truly sorry for the inconvenience and we would like to thank you in advance for your patience and comprehension.

In case there's anything else I may help you with in the meantime, please let me know. I'll be glad to help you.

Best regards,
Helena S.

Farfetch Customer Service
www.farfetch.com

--------------- Original Message ---------------
From: Boboluk [[protected]@yahoo.com.hk]
Sent: 14/05/2020 03:48
To: [protected]@farfetch.com
Subject: Re: Your Farfetch order has now been shipped!

My orders only delivered one necklace I'm very disappointed
About your arrangement, let me know if it takes long time to
place other one ... I'll request for refund . And hope have any
response ASAP
Sent from my iPhone
On May 11, 2020, at 19:33, Farfetch wrote:


farfetch logo
YOUR ORDER WILL BE WITH YOU SOON…
Order Number: R7GM27 | Tracking no: [protected]
View Account
PLACED
IN PROGRESS
SHIPPED
placed step image
Hi Bo Bo Luk,
Good news, your order is on its way! Simply sign in to your Farfetch account on web or the iOS app and head to ‘My Account > Orders & Returns' to track its journey.
Track order progress
We know you'll want to get your hands on your order as soon as possible, so make sure that someone is available to receive your package. If you're not available, simply contact Customer Service to let them know.

Thanks again for shopping with us!
FARFETCH
Your delivery information
Expected delivery date: 5/15/20
Flat B 3F BLK34 Laguna City Lam Tin KowLoon
Hong Kong
852
Hong Kong SAR
Positively Farfetch environment leaf icon
Climate conscious delivery
We fund global environmental projects to offset the carbon footprint of all our deliveries and returns. Get more info here.
Here's what will arrive
Image

Shipping from MODES, Trapani, Italy
ISABEL MARANT
Pendant Necklace
HK$2, 959.20

Loved that?Why not try these?

NEED FURTHER HELP?
Contact our friendly Customer Service team - remember we'll need your order number.
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Farfetch UK Limited, The Bower, 211 Old Street, London, EC1V 9NR
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Please note this is our registered office and returns cannot be accepted here.
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This is not the first time purchased from this website, most of the time are good except this round in end of feb 2020. Farfetch vendor refused my return of a wallet after she inspected with very long nails and claim I had scratched the item and refused my return. Then, she return the wallet to me but suck in italy dhl due to convid 19. I been mentioned to farfetch in march 2020, I need did not damage the item and I want my money back. After almost 3 months the vendor is now forcing me to accept the wallet return by dhl and refuse to refund.
Everyone, please ensure take photos of the product before pack / return, otherwise, you will be another victim.
Here is the photo of her long finger nails inspecting the wallet!

I returned an item on April 10, with the tracking number, I found the item had arrived to the boutique for a week, but the status shows on my account was still "returning". After contacting customer service several times, they finally replied me that the brand box was damage and they can't accept my return. I explained that I returned the time with undamaged box, and I didn't know what happen on the road. They didn't give me any solution and started to ignore my email. And now, I don't have the item back or my money back. 1200 dollars are not a small number for me!

I have tried three times to order a purse from Farfetch. The first time, I was charged but then got an email 3 days later saying they couldn't verify my payment information (fishy) and my order was canceled. I placed a new order with a different credit card. Again was told it was canceled, but that charge is STILL pending on my credit card. I called support and was told there would now be a note on my account and my next order should go through with no issues. Two days later, I get an email asking me to send a picture of my ID and credit card. That's when I started googling and realizing a lot of people have had issues like this. Now I have two charges, one on each credit card, that are pending and have not yet been canceled. This was very fishy to me and I've never had these issues with my card before (I have a Chase Sapphire Reserve card, those are pretty well trusted by most online vendors). I'm concerned about if I will get my money back for multiple purchases and I don't even have the item.

My card was misappropriated and I was notified it was used for several transactions, two of which on Jan 7, 2020 on Farfetch.com.

I contacted the police and vendors within two hours. The other vendor cancelled the orders within one hour and offered to cooperate with the police to provide the offenders details. Farfetch customer service promised to check and then did not reply. I prompted two days later and got a "sorry" email, where they said they would reply asap. They didn't, so I asked again one a week later which they replied quickly and said "We tried our best to stop the delivery and to RTO, but because the man pick up the package at express service point not waiting at home" plus an apology.

I am very skeptical of their "tried our best", because no cancellation, refund, was offered and even emails weren't actively replied unless I chased. It feels to me they would prefer to wave these incidents away, receive the revenue at my expense and at the expense of doing the righteous thing and at least stopping a criminal from receiving a stolen order.

Disappointed.

ref:_00D0YLeAK._5004G269175:ref

Order no: KKS3NR
I have been talking to farfetch regarding this order of a barba napoli shirt and have repeatedly told them to get in touch with dhl so that they can take the shipment back as long as it is in italy. The customer service execs take a day to reply unlike mr. porter's immediate response. I am receiving no updates and am getting calls from DHL to update my kyc documents which, as i said dont have my current address. DHL has also informed me that once the parcel reaches india it could get stuck at the customs and it would be a lengthy procedure to even send it back to the place it has been shipped from (italy). None of the execs are replying to my mail

I tried to buy a scarf I really liked the look of. Twice. I came in to the transaction, and it seemed to proceed smoothly until a solid 25 seconds after my order had been confirmed. At this point I received two emails almost simultaneously. One of them described Farfetch's failure to process my payment info, the next a Curt refund notice. 10 days and all that. You know what? Maybe it really was a failure to process my payment info. I'll just use a different card. Well nope. I tried to order the scarf again, only to get 3 emails on quick succession: Order confirmed, Order cancelled, Refund issued. I'm not yet sure if this is actual credit card fraud or not. Maybe they ran out of stock and are just too embarrassed to tell the customer. Who knows. I wish Farfetch would let me know the particulars of the cancellation, and maybe, just maybe actually send me my scarf. In general I probably would discourage friends and family from using this online shop. It seems like they either can't get their ducks in a line or are scamming their customers. I have been sorely disappointed in all the proceedings thus far, and will probably never use this accursed website again, nor will I allow anyone I know personally to be tricked like I was. I just wanted a scarf. Now Farfetch has two credit cards( yes I know I shouldn't have done that no need to remind me), and I have no scarf to show for it. 0/10. If customer service wants to sort this out I would be more than happy to pay the aforementioned sum of money and buy the darned scarf, but I can't believe they'll have any mind to do so, as so far they have simply taken my money, cancelled my order, and have yet to deliver on their promised refund. Once again 0/10.

This is my first time ordering in Farfetch and what a terrible experience!
Date of Incident - October 15th
Order Number: HNRJD4

My sister passed the day after I made an order of a "Self-Portrait" dress with Farfetch. I had to leave the country and upon my return, my return date had already passed. My deadline was October 7th and I sent an email thought the webpage on Sunday, October 13th and called today, October 15th to follow up. I'm only a week late.
The dress didn't fit me, so I called them willing to provide proof of my plane ticket and even my sister's death certificate. They said the couldn't accept the return.

The dress is also missing a belt and is honestly poorly made, which makes me doubt if it is an original dress. I've ordered from Self-Portrait directly before and never had an issue with the quality of their products. I don't even think I can resell the dress online given how poorly made it looks and is missing the original self-portrait package.

I'm disappointed that, given my special circumstances, they wouldn't even accommodate my request for a refund. Things happen to people and we need to be treated with fairness and kindness as customers. We're not machines. I will never, ever, order from them again.

I did not receive the shoulder strap that was supposed to come with the Prada mini bag. Upon writing to the company to Enquiry about this, your staff, Carter Wang, had first replied with an email on 4 October, indicating that they would confirm if the boutique had forgotten to send the shoulder strap. It took two weeks after I had persisted in getting a response from the boutique and Carter had indicated that the boutique had insisted that they had sent out the shoulder strap. The fact is, I have not received it. If they have truly sent out the shoulder strap to me, would I even have written in to enquire about it in the first place?! This is clearly an issue of integrity! And Carter had only given me the option to return the product so that I could get a refund! This is totally unacceptable and utterly disappointing if it is the only way Farfetch can think of to resolve this issue (which is a lack of integrity on the part of the boutique)!

Order no: VRTHUC
ref:_00D0YLeAK._5004G23EZks:ref

23rd May 2019, I ordered a pair of MOSCHINO Ticker logo embroidered cotton track pants £165.00
When they arrived, they were a small Saint Laurent T Shirt, with your Farfetch label attached

I immediately rang the far fetch office and explained I had received a Tshirt, not even the same make as my original purchase.
The office apologised and arranged for this to be picked up and returned to Browns. The carrier collected the very next day.

I was told that a replacement pair had to be ordered and paid for again £165.00 and a refund would be sent once the goods were delivered.
The carrier collected the next day and the new correct goods arrived the following week.

Their partner disputes the fact that the wrong item was returned. I explained this to sales adviser at Far Fetch when it arrived and I ordered EXACTLY the same product I had originally ordered as it was a birthday present and I couldn't wait for the refund to be issued before I ordered them again, at the same price of £165.00. This will be on the notes regarding this order.

They have said communication was attempted by email but I have explained there was an issue with the email at that time. However, you did have a telephone mobile number which could have been used, and wasn't. I WILL NOT accept that I have a t shirt which is of no use to me with a Farfetch label on it that stands me at a cost of £165.00. The will be able to see from my account that I have never ordered a Saint Laurent Tshirt from Farfetch. This purchase was my first ever purchase from Farfetch. It is impossible for me to purchase this anywhere else as you they offer an online shop!

Also, the T shirt is worth more than the track pants I originally ordered

I hope this matter can be resolved and a refund issued

I just bought a cloth on the website two days ago. I have waited for two days and it still not being confirmed. A few hours ago I received an email telling me that the order was cancelled. When I try to buy again, the product becomes a new seasons product, that mean I can't use the promotional code, I need to pay more $500. I don't know why Farfetch can treat customers like this, cancel customer orders and set higher prices. I had two shopping experiences at farfetch before, and my previous experience is good.The experience this time made me feel very sad and disappointed.

As of August 16th, 2019 I've been trying to purchase a men's off white industrial belt. My mom has purchased it for me using her card and we get an email from FarFetch saying our order is being processed. After about 4-5 hours later it says our order has been canceled and we will receive a full refund in 10 business days. My mother and I are very confused as of why the order has been canceled twice because she's placed the order twice. We're calling customer service tomorrow.

Online purchase was performed on the 5 of July and the status was Accepted for Processing. However, the Farfetch customer service said they never received the payment as it was cancelled in their system. However, my local bank provided evidence that Farfetch had received the money on 08/07/2019 with reference no: 5664253189FS. I had emailed the Farfetch customer service with detailed information. However, the customer service stopped responding to my email after I requested for a reverse refund.

This company is a complete joke. Their customer service team is atrocious and their representatives are completely clueless. I made a purchase on their website and was charged and then received an email follow up to say my order was cancelled. I called them back and they said had to wait 24 hours to place the order again, which is ridiculous. I am a paying customer and they don't even want my business? AVOID AT ALL COSTS - THIS COMPANY IS A SCAM

I ordered a Burberry T-shirt and a Givenchy hoodie on Farfetch on May 15th, the total value was 720$. However, I did not receive my packages, and the packages were lost. The lost was also claimed by the shipping company DHL.
Those packages were lost because the driver did not follow the instruction to collect my signature, so it's not my responsibility to pay for the loss. However, Farfetch refused to refund me after a two weeks investigation. Farfetch needs to refund me because it's not my responsibility for the loss of packages.

I ordered a pair of adidas falcon sneakers that was on sale for $86.00 that was suppose to delivered two days later. I was eagerly checking my emails looking for an exact shipping time the item would have been delivered. Two days later I receive an email stating my order has been cancelled due to a payment issue. How was there an Issue with the payment when my card was charged. Obviously the payment was fine. I contacted Farfetch on the 646 number provides for US customers on the email and spoke with a lady who had a very thick French accent, who stated that my order was canceled because they wanted to verify my information with me and my bank . Huh! I asked her what type of information needed to be verified. She couldn't give me a specific answer. She kept asking me would I like to reorder the item and then they can contact me and my financial institution directly. I told the women I'm not comfortable with any one contacting me or my bank to verify anything. I accused her of being involved in a scam situation she then proceeded to read this long and pitiful speech about how it's safer for their customers and their financial institutions just to verify the information. She continued to ask me permission to reorder the item and again contact me or my bank, she kept asking "is that alright with you " I told her absolutely Not. I told her I don't feel comfortable providing any more information as it's not needed to place an order. My card was charged so what was the payment issue. I told her I will look into this matter further do my research and if I wish to reorder anything I will contact you and hung up. I went on line and researched and read some similar experiences on scams that they use to receive your personal information. Do Not Buy From Farfetch. Where have you ever heard of a company trying to contact your bank to verify info about your credit card that already went through. BEWARE!

I never made a purchase on farfetch, although everyone I know gives positive reviews about farfetch buying and returning and customer service. It seems that this problem happened with a lot of people and I suggest that the company takes measures against it. Someone is using the website to steal money. The company has to stop the purchase when a complaint like this is made and refund the money. And increase the security measures. Today I was charged for 196.28 USD on farfetch and i called on the spot both the bank and farfetch. The people who steal or clone the credit cards make sure the transaction is done when the company is closed so u can't reach them fast.

Dear Sir/Madam,
Yesterday (April 22) Farfetch charged my credit card 3817, 93 PLN which is roughly 717 GBP. I've never made any purchases at Farfetch. I suspect my credit card details have been stolen (probably in Lviv, Ukraine, where I was last week). I've already reported incident to the police. Please return the money to my account. Sincerely, Olga Linkiewicz

I purchased a Gucci handbag on Farfetch.com, and having paid quite a lot of money for this, I had the expectation that my order (which was coming from their partner store Browns UK) would arrive to me in pristine condition with its original Gucci box, Swing Tag and Authenticity cards - I.E the original Gucci packaging belonging to my handbag.

This did not happen, I received my handbag, which was wrapped in 2 plain dustbags and a Gucci silk dustbag in an unmarked cardboard box, without it's Gucci Box, Swing Tags and Authenticity cards.

I have phoned Farfetch three times, and after being told that Browns located the original Gucci Box, and would send both the box, and authenticity/ swing tags I was then told that the box was lost and the one that Browns located wouldn't fit my handbag. I asked for the swing tags and authenticity cards to still be sent to me, and they arrived today, only to be a swing tag with buttons belonging to Gucci tiger print tie neck blouse.

This clarifies that my handbag, which was full price had either been used, or was obviously either returned, (but how it was accepted as a return without it's original packaging is beyond me(. If it was a display item, the tags should have still been tucked within the interior of the handbag.

Farfetch have provided the lowest level of service and not a very luxury experience at all in purchasing this designer piece. They are dishonest, and I will never be shopping with Farfetch again. I strongly recommend buyers steer clear of them if wanting to purchase new luxury designer pieces.