Farfetch
Reviews and Complaints

Recently I have order a shoes on farfetch,
My order is cancelled and my money is being taken by farfetch
I used a visa card, my visa provider have sent me a msg that farfetch have taken my money
This case is really sensitive, after order farfetch never reply my submits. I submitted 2-3 times and it seems like farfetch is ignore me
My bill is 618sgd, farfetch is getting worse and worse each day. After researching for hours I found similiar problem from what I had gotten.
Cancel order without any explaination and not replying submit made farfetch a no go (I have fill every information related to my visa correctly shoe stock also avail)
So whats the reason for all this?

I have used Farfetch a couple of times and it was OK. My last order was a leather jacket which, unfortunately, was small sized. I requested a return, sent the jacket back, it was delivered to Farfetch and signed on March 5. Since then I haven't got neither a reply from the Farfetch team confirming receiving my return, nor the refund.
Moreover, Farfetch doesn't send the return documents with your order, you have to request a return first and then you are emailed the necessary docs.
The thing is they email you the docs after a long period of time which is crucial because to return the item you have 14 days at your disposal.
And if it takes a week or more to get all the necessary docs to send a return, the chances the item reaches Farfetch are very small.
I think they do it to avoid refunds.

My order was cancelled after 4 days of silence without any notification or explanation. I saw the new status of my order just by chance in the application.
However the money were charged from the card (about 2 000 € what is a very big deal!)
I have contacted Farfetch two times regarding this problem (through web-site form and through email), but they don't seem to care about their clients - I've got no response.

It wasn't my first time of purchasing on Farfetch, so I was sure I can trust them. After this case they definitely lost me as a client.
I am still trying to find out the reason of order cancellation and when the money will be reimbursed to the account.

I have been reading the previous complains and I feel so [censored]in pissed because when you open your bank account and you see this [censored]in company that has charged you an enormous amount of money you would love to set everything on fire.
So the possible option is the company itself or some [censored]in kunt spammer that is enjoying stealing. Who should be held responsible now? What am I doing with the response of the company telling me that "you ve been a victim of fraud, somebody cloned your card and they [censored] you up". Who we should believe if im just sitting the [censored] down in a chair in costa rica? In the bank accou t it appeats fartech douglas gbr.

I order a pair of Birkenstock shoes from Farfetch in size eur37, however I received a pair of shoes in different which the left one in 36 and the right one in 39. Contacted the customer service and arrange for the exchange. They said they don't do exchange but I can oreder the shoes and they will refund the first order and the shipping for the new order. 2nd order arrived, what I received is a pair of shoes in different size again, one in 37 and the other one in 40. Contacts Farfetch again, they asked me to return the shoes and wait for the reply of solution. Been a week after I returned the 2nd order and still hasn't heard anything from them yet.

I ordered shearling jacket which is on sale on nov 27, 2018. The order went through. I got confirmation email. A few days later, they canceled my order saying it was out of stock. I go ahead and take a look online. They double the price and the coats are in stocks. So the out of stock is a lie. They just wanna charge you more money. I saw a lot of people complain about the price increase issue and they canceled the cheaper price order instead of honor their clients. I got email saying that they credit me £10 in-compensate which is nothing compare to the price they increased (800 usd). I called customer service several times. Each time they put me on hold for more than 30 mins. I should have doubt this company from the beginning since I used to get fraud alert from my credit card when I made a purchase from this site.

The zipper on the garment was defective. Before my daughter tried it on, she pulled down the side zipper. However it went off the teeth and therefore was unable to zip it up again. I telephoned Farfetch immediately and I put the notification of the non functioning zipper on the receipt. When the boutique in Italy received the garment, they claimed the TAG was removed. Not true. It was an outright lie. Then the battle ensued to have my funds returned. This is on going, 3 months later. Hugo insulted me in his email, " we carry only the highest quality garments" and insinuated malice toward me, when it was clearly the boutique that was dishonest. Let's hear it for the Italians! The policy of the Tag is a good one BUT there should be a third party verification and not the boutique that shipped out the garment and makes a fraudulent claim against an innocent client. It is easy when there is a distance between client and boutique. I doubt if they would have pulled this despicable stunt if the client was in their shop. I am currently working with my bank to receive the funds of this item that Farfetch has had in their possession for 3 months now. Hugo M. said to me in an email, " we were about to issue you a credit, but we are not going to do that now because of the chargeback." I regret this abusive attitude from Farfetch to me and all the other customers that have had a similar interaction with the company.

I ordered an IN STOCK Saint Laurent handbag which I thought was on sale. However, 2 days later, Farfetch sent me an email saying my product was out of stock and they had already cancelled my order. I looked at their website and they actually had the EXACT same handbag (with a very different price tag obviously). If they made a mistake on the price tag, they should admit it and say sorry. However, all they did was giving me no option but cancelled by order without asking me. I sent them two emails but got no reply. Their service was unbelievable. I thought it's a reliable online company. They gave me a £10 voucher but I will never use it. £10 means nothing when you are purchasing a designer bag. And, obviously, I will never get anything from Farfetch again.

Order no :DB5564 made on 15/06/18.
I ordered a jimmy choo mini shoulder bag and it came scratched and the suede part has dents on it and the buckle was scratched too. I'm very frustrated as I've sent two emails to customer services and still haven't received a reply back from anyone. Absolute joke. The bag is now out of stock and I want compensation or a replacement bag of some sort sent as I'm not happy about the service received. The order was a gift which I can't give now and I also sent pictures of the faults.

Regards
Maria Ali

I ordered some trousers from farfetch. I called the check they could be delivered in time for a planned holiday. They were very helpful and confirmed if I paid more they would get from Italy to the UK on time. When they arrived the box felt suspiciously light. I opened the box in front of witnesses in our company post room and as expected it was empty. The cost of the Prada trousers was £390. I called and asked for a refund. They refused and said they were investigating. That investigation was basically "the courier delivers (not disputed) and said the box was heavy (complete rubbish). They have refused a refund. Next steps for me. 1. Involve the police. 2. Complain to trading standards. 3. Take out a small claims court case. Anyone using this cowboy outfit needs be aware of the complete lack of customer service. Mr Porter I will never stray again. I'm fortunate in that my partner is a lawyer and I can afford to take this as far as needed to get the result I need.

I made a purchase and several hours later my card was charged for 3 different orders! One was even flagged by Amex for Fraud Alert. When I called the company they said its my fault.. Ridiculous if you ask me! The site is obviously compromised with a Data breach, BUYER BEWARE! they are a fragalent company and not trust worthy with your personal information!

Hi there
I purchased expensive handbag on 10 April Order no: TZF18998173. I realised straight after payment with PayPal that delivery address was not what was default on my paypal account and asked to change. The bag was shipped to the wrong address regardless. Fine. Picked it up from drop in point and was not happy with the size so on April 17 instigated delivery on the website, put all labels and at 7 am 18 April took it to Doddle Liverpool Street. On Friday there was no tracking update so I decided to contact customer service. Now it is eight days and I don't know where my returned parcel is. I can't get any answer from your customer support rather than wait. The last tracking info updated on 18 April.
Is it your normal practice as I have not had such bad experience with any online retailers.

I have used Farfetch a number of times during the past years, and their deliveries have generally been ok.

However, I ordered a Cavalli dress through Farfetch for my wife as a Christmas present. As it was unfortunately not the right size, I requested a return. Farfetch informed me that the item would be picked up on January 15 under the return tracking number [protected]. This didn't happen though, and the courier used by Farfetch would not accept the return after following the instructions by Farfetch. They would charge me an additional 200 usd to process the return.
I therefore opted for a different courier, and shipped the dress back to the boutique (at my own costs).

The package came stuck in customs at the boutique's location in Lithuania, and despite 7 emails to Farfetch with as many promises to resolve the situation, nothing was actually done by either Farfetch or the boutique.

As a result I have lost hundreds of dollars due to bad process management and lack of customer service from Farfetch. Needless to say I will never order from them again and I will advise anyone to steer well clear of them unless you like to lose your money.

Martijn van der Spek

I purchased a coat from Farfetch back in November 2017 but never was able to receive the item and the item returned to Farfetch Italy directly. They showed the refund has been issued in early December, but my bank never got any refund. I kept calling for 4 months and their customer service only replied please wait for our updated information and we would refund you shortly. 4 months... they still never refunded me anything.

We ordered an Off White shirt for my son from Farfetch, the order was confirmed, payment taken and delivery promised in about 10 days. After a week or so Farfetch sent us an proforma email saying that the shirt was not available after all.

This is not a case of an order being processed slowly - Farfetch failed to honour its contract.

I note that that shirt my son ordered is not actually unavailable (as Farfetch claimed), but I see it is widely available at a higher price of £370. What has happened was that Farfetch accepted full payment for the item (at that point a contract to supply was made), then realised it could sell it for an additional £120 and so just walked away from the deal.

The above is sharp practice - Farfetch is not a trustworthy company.

Dear Farfetch
Firstly, I want to apologise, that I have had to send this email to each of you. I realise, that this ‘issue-related-email' may not be your department. I have had no other choice, but to correspond to each of you in the hope that ONE person, the right person will contact me and help me.
In the past, 3 weeks I have purchased an abundant of goods from Farfetch and have been happy with most of it. However, the items that were not suitable, or did not fit I have returned for a refund.
This, issue relates to 3 products that I have returned, in access of $800+ value and I have not had an email, notification or acknowledgement in the process of a refund. To which I am still waiting.. I followed all the correct steps, in returning my goods (Kenzo Espridrilles, Y-3 Black Sneakers and Y-3 Green Sneakers) all of which did not suit/fit properly. I filled out the order page, received the RA slip and the courier collected each of the boxes separately, nearly 1.5 to 2 weeks ago.
I have included as an attachment, the documents that I have to prove this. For some reason, when I now go back to my order page, the items I have requested to be returned, have not been lodged. But, yet, I received the RA/courier vouches for them and they have been returned.
This is my 8th email to send to Customer service, with not reply. I am beyond frustrated, concerned and annoyed that I have had such a stressful time with this.
Can someone please look into this ASAP.
####
Hi Miquel
I find this unacceptable. I have emailed every single day, for the past 10 days, with no replies, except one from you a week ago asking about the courier slips / RA's of which I sent you. Its taken a whole week for you to reply finally. I am absolutely, frustrated and stressed over this situation. I purchase from Farfetch on a weekly basis, always high end and usually upto the $1000 + bracket. This has left me, incredibly disappointed, to the point I would be very hesitant to spend any more money on your site, instead opting for Fiorezli, Matches or Netaporter; where I have never had any issues.
I sent you THREE, RA/ Courier slips of which each of the shoes were sent separately, with the corresponding labels for the courier company. I was at the desk, each time the courier collected the three shoes, on separate days.
The fact, you asked ‘am I sure, I posted/returned the Y-3 sneakers' is offensive and insulting. The pink kenzo espridrilles has that mark on it, when I received them & I noted this when filling out the refund form on your site. They do not fit, but also had a red mark on it.
I am not going to go any further with this. I have sent in excess of 15+ emails, plus the courier documentation supporting my returns. I would like you to put this forward to your Manager and cc' and I would like a refund of all three shoes asap.
The email of my account, is only one:- [protected]@hotmail.com
RMA nO. 5112681
RMA NO.5072257
RMA no.5097858

I'm so disappointed about the order. And Farfetch just keep mess up my order. First, i received the wrong item. After I contacted the customer service, they told me that they will send me the correct item when they receive the return. However, right now they told me the item is turn out and process the refund. But I clearly saw the item was in stock when I contacted customers service. They are supposed to hold the item for me when arranging the return delivery instead of telling me that item is out of stock after they received the return item. They are just wasting my time and make me miss the good period to purchase the Kenzo sweatshirt. Right now the Kenzo tiger sweatshirt price goes up and sale item is running out of the size. It is so unacceptable. How come you messed up twice of this simple stuff. That is all because their fault make me miss the product, and the product is not available anymore. And now they just act like nothing had happened！come on！I wasted whole night on picking up the product.

I received my bag in late November and noticed a multiple scratches so I contacted Farfetch and the representative asked for pictures to help facilitate the refund process. The boutique received it December 6th and no refund has been processed to date (it is now January 9, 2018).

I contacted Farfetch multiple times to enquire about the refund and still no refund. The last person I dealt with contacted the boutique on January 2, 2018 and no response.

By this time, I am completely frustrated and asked to speak to a manager on January 4, 2018. Three business days later and no response.

I've submitted customer information request form (likely my fifth or sixth at this rate) asking for a manager's response and expressing my discontent.

After reading all of the poor reviews, I'm now not so sure how this ordeal will end. I've made sure to share this awful experience with my friends and family so that they can avoid these problems. With so many online shopping options, it still surprises me that such poor customer service can still exist, especially given the price point for Farfetch's products!

Not sure if anyone on your end can help?

Thanks,

San

I purchased 2 items from their website for my mom as gifts for Christmas. They never arrived.
I called them to ask for a refund or a replacement, they refused to do so saying that their system shows my order was received. How is that? Any order can be considered a received one only if someone signed up for this. I don't remember I left my signature on something. I kept claiming that I hadn't received anything and looked like they believed me. I was promised they will do research and call me back, However, no one called. And I am not surprised. Ерыш company is my most terrible nightmare.

Hi Farfetch team,

Let's say I did not have the experience that you have promised on the website when using your services.

1. I have ordered the item and expected that the item will be dispatched in less than 24 hours. However, it first takes 48 hours to review the order. Then, it will take another 24 hours to actually ship the product. And then it is 3-5 days with DHL Express. And when you expect your delivery to be done in 3-5 days. It actually takes more than a week. I want to point it out to other customers so that they are aware of the process.

2. Then customer service is another side. I believe you have some policies on how to answer the phone and answer questions. But I didn't feel the full support and willingness to solve my problem from the operator. And then I send an email to the operator who told me to ask any questions. Well, it's been a week and no reply received yet.

3. Because I lost hope in both Customer Service and the website itself, I was monitoring the order myself and found the DHL shipping tracking number in the order review and tracked it myself. I prayed that my order will be picked up fast, but as usual, it was not. So, I am receiving my package 4 days later than expected and there is nothing to do about.

When ordering on Farfetch, please take into consideration the above bullets and make your own judgment if you will use this service or not.

I am definitely not using it anymore. But who am I to tell Farfetch this? Apparently, no one there cares about their customers.

Best wishes,
Alibi