Farfetch’s earns a 1.7-star rating from 193 reviews, showing that the majority of luxury fashion shoppers are dissatisfied with their purchases.
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I will not recommend anyone to buy from here
I am new customer to FarFetch. Made a checkout payment of $758 AUD after the exchange rate. FarFetch replied, cancelled my order and request for bank transfer. Tried to do a bank transfer, now it cost $808 AUD with the lower exchange rate and bank transfer fee that I have to pay. Apparently the first payment was already been sent and now FarFetch has refunded me, its going to take 14 days to do a credit refund. Horrible, I am not going to pay until I receive my first payment.
Don't understand why FarFetch has to complicate the payment process. I never had such problems with LUISAVIAROMA, MR PORTER, Net-A-Porter etc eben with huge transactions. FarFetch doesn't understand 'service quality', now it has incur extra cost and time on their customer hands. It really hurts to get such a terrible shopping experience, I will not recommend anyone to buy from here. MR PORTER and Net-A-Porter are both UK firms like FarFetch, but their customer service is absolutely outstanding compared to FarFetch.
AVOID THIS WEBSITE.
I have had the same bad customer experience as most of you
I have had the same bad customer experience as most of you and yes, wish I'd read the reviews before.
I am massively frustrated that I have effectively had to hand over £70 to UK Revenue & customs just because I was taking a punt on a $230 dress that might suit me for a wedding (it arrived and was see-through - not part of the description, and therefore returned 'free' but with me £70 down).
For customers - use this site if there is something you KNOW you won't want to return and are willing to pay hidden costs such as import tax on to get it.
For Mr FarFetch as a young company wanting to improve:
- please can you make it MUCH clearer to customer the exact duty they will be required to pay at checkout - not doing so is totally misleading from my experience of being a customer.
- please can you give as much detail as possible regarding the product, and hold the boutique accountable for this (as per ebay)
- please can you be clearer about your role - effectively as an aggregator it seems at the moment. You say on the website orders will come from different boutiques but it was not clear to me that after this point the consumer would be stuck not knowing if you or the boutique or neither would take responsibility/be the contact. Your 5 day return policy does not give much time to sort this out if it involves government import/export.
I e-mailed my frustrations to your contact but there was no comment on the above, but general apologies and confirmation I had been refunded on the 2 dresses I ordered and sent back through your free refund policy. This riles me still as it cost me £70 to receive them.
after almost a week farfetch.com could not even tell me where the goods were or what was happening
Placed an order almost a week ago - farfetch still unable to tell me where the order is or what is happening.
Order shipped after a few days, then the DHL status said returned to shipper.
Chased the company several times for a response, no one ever got back to me as promised. In the end cancelled the order; I am now very nervous as to whether I will get any sort of refund.
I would advise people not to use this service - very unsatisfactory service and unreliable. By comparison I used another service in the US and the goods were shipped from the US to Asia in 4 days; after almost a week farfetch.com could not even tell me where the goods were or what was happening - total joke! Do not use this site.
the shoes do not fit
A terrible experience. I wish i had seen the many negative reviews before i spent $350 on a pair of shoes. The shoes do not fit, as the actual makers have said they run a half size smaller than regular. so i have spent 5 days emailing farfetch customer service only to get absolutely no response whatsoever. i see now why they don't even have a phone number to reach them on their website. obviously that is a dead give away for very bad customer service dept..
no order number given after payment
I just purchased a pair of Dr Martens from SeftonFashion.com and their website is operated by Farfetch.com. Once I have completed the payment with my credit card, the page goes back to Sefton home page with no order number given or email acknowledgement even after 5 hours. I went to SeftonFashion Facebook page and posted a comment about not getting an order number and to my surprise, the wall posted was deleted after an hour. I subsequently sent email both on SeftonFashion.com and Farfetch.com but there has been no response from anyone. I know Farfetch has already charged my credit card since I received notification from my bank about the charge.
Hi Jeff, We did have a minor technical failure in our site on Monday morning (from 1am to 9.30am) and that affected our order processing. Please accept our apologies for this error. Someone from our customer service team will be in touch with you soon to explain the situation further but again, please accept out apologies for any inconvenience caused. Thanks, farfetch.com.
this shopping experience is so disappointing
Tragedy happened again. I bought a cloth from farfetch.com, they sent me a wrong size, and I sent their email and shots of my order history and cloth label I received. But no one responds me until now, guys what should I do, pay another shipment fee to send it back, or asking him to exchange this item with free charge? This shopping experience is so disappointing!
Hi. I'm very sorry to hear you are having problems with your order. Please note that farfetch.com offers free worldwide returns which includes all returns and exchanges, we just ask that you let us know within 5 days of receiving the product. Please contact our customer service team using this form: http://www.farfetch.com/pag91.aspx#Help1 and someone should be able to help you with this promptly. (Please note office hours are 9am-6pm GMT) Thanks for your patience & our apologies for the inconvenience, Farfetch.
they took some large sums of money from my bank account and I haven't even ordered anything from them
This company is just a scam company please avoid. They took some large sums of money from my bank account and I haven't even ordered anything from them. You cannot contact them by phone and the only way to contact them is via e-mail. Eventually someone from Farfetch phoned me, but they were incredibly unhelpful. Didn't want to give any details of the...
Read full review of Farfetch and 26 commentsfraud
This website is a fraud. They have taken money from my account after canceling my order without any reasons. They have not responded to any of my emails. Stay away, this website is a FRAUD!
Dear lat7,
Would you be so kind as to provide us the email address used to place your order and also to contact us?
Please note that you can also contact our customer service to get further details about the cancellation of your order using the link below:
http://www.farfetch.com/pag91.aspx#Help1
Thank you.
do not use this site, it is awful
I just bought a trousers ship to uk and that item is only cost 260 pounds, while i was purchase, there was only one shipment method to choose, which was express 2 days delivery( 12 pounds). its been 3 - 4 days now and just got a call from dhl saying i need to pay101 pounds more for vat charge.
It is a awful website.tI bought a bag from it, when i received it, I found it is in bad
condition, at least three scratches on the surface of the bag, I had to return it t, and after that I bought the
same bag fromstore in london . i sent pics of the scratches to farfetch by email and photo of the receipt of BV
london store in the letter. If I didnot realy want this item, why did I
bought again later? Actually as a birthday gift, this mater made me in very
urgent status and wasted my time .I think the farfetch should take the
reponsibility for it, and make a apology to me . But they just refund me the item cost, not including shipment fee £27.
Below is the answer letter :We have received your return and we confirm that bag was not faulty. Please understand that we have inspected the bag and we the scratches you mention area feature from the leather and not considered a fault.
For this reason, we have not processed the refund for the shipping costs.
Dear Handy,
We are truly sorry to hear about your bad experience and we would also like to explain what happened.
The amount you have been charged when placing the order includes the price of the product and the shipping costs. The $101 the DHL is charging you does not refer to VAT -which is included in the total price of your purchase- but to import duties.
If you would like to know more details about this, kindly contact our Customer Service Advisors.
Best regards.
stay away from this website
From what I understand the commission withdraw the stores is 15% to 25%, so far so good. I just do not understand why they want more 10% for dispatch of goods when the buyer is also paying the invoice.
I agree with most of the complants already expressed. The website does not work porperly. I placed an order going through the correct process but at the end when I had paid there was no confirmation or receipt. I thought the transaction had not gone through so I repeated the process - still no confirmation or receipt. All the while my credit card is being debited. I contacted Farfetch about the problem but to this day have never heard from them - several months have passed. I had to get my bank to stop payment. I would stear clear of this company.
clarification from the ceo
As CEO of farfetch.com I welcome any points of view and as a company we really listen to all complaints.
We are a young company and we are improving our processes, feedback is, therefore, very important to us.
I would like to comment on the posts above.
I don’t know where these customers are based, but judging from the posts, I believe these are orders shipped to the US (or to non-EU countries) from European boutiques.
It is true that if you live in the US buying in *any* European retailer does not offer the best shopping experience. First because there are import duties on the inbound, and second because in case there is an return, there are more duties applicable on the return.
At farfetch.com we were very clear in our checkout information that these duties did apply and wouldn’t be refunded in the case of a return to the EU from the US or other non-EU country.
farfetch.com has been working hard to improve our service, and make purchases from European retailers into the US much easier.
We have, in the beginning of April 2011 introduced a free returns collection service worldwide.
In particular, international customers will greatly benefit from this new service as it means any returns via our designated courier will be free of return transport charge and free of return duties. Please refer to our new returns policy for exact details.
I am confident that with this new service, the satisfaction levels when purchasing in Farfetch.com will improve significantly.
Following the introduction of our free returns and collection service, we took the initiative today (12th April 2011) of offering a 100 USD voucher to ALL US or non-EU customers who have ever bought and returned an item with us.
We know we have a long way to go, but we are determined to fulfil that mission and welcome any comments along the way!
José Neves
CEO
farfetch.com
The complaint has been investigated and resolved to the customer’s satisfaction.
The CEO, Jose Neves, wrote a PHONY< FALSE rebuttal to the complaints about his SCAM SITE: Farfetch.
Jose Neves is a drug dealer, a CHILD PREDATOR, and a LIAR.
Jose Neves has NO credibility!
BEWARE of a "luxury goods" site called Farfetch aka https://www.farfetch.com/.
Fartfetch aka https://www.farfetch.com/ is a scam and FRAUD site where thousands of customers are charged for clothing, shoes, handbags, but are sent ONLY COUNTERFEIT PRODUCTS OR EMPTY PACKAGES AND ARE CHARGED MONEY THAT THEY NEVER GET BACK!
FARFETCH AKA https://www.farfetch.com/ IS HEADED BY CEO Jorge Neves, who is a huge money launderer, international drug dealer, and scam artist.
Farfetch aka https://www.farfetch.com/ is a FRAUD AND SCAM SITE THAT STEALS MONEY FROM UNSUSPECTING CUSTOMERS AND NEVER RETURNS MONEY TO CUSTOMERS.
BEWARE OF Farfetch aka https://www.farfetch.com/ HEADED BY JORGE NEVES, THE SCAM ARTIST.
Customers order and pay for products from BEWARE OF Farfetch aka https://www.farfetch.com/ HEADED BY JORGE NEVES, THE SCAM ARTIST, but either never receive the products they paid for or receive counterfeit merchandise.
When they call the customer service phone number, cusotmers are given the run around, false excuses, and bullshyt by the Farfetch staff and are never given any resolution.
BEWARE OF Farfetch aka https://www.farfetch.com/ HEADED BY JORGE NEVES, THE SCAM ARTIST.
Farfetch is a FRAUDULENT SITE THAT SCAMS POOR CUSTOMERS OUT OF MONEY and plays games and even commits additional fraud against the credit cards and debit cards of customers and identity theft overseas.
The customers will never be able to resolve the identity theft committed against them and their financial information, because Farfetch does all of this overseas so that there is no trace!
I was victimized by Farfetch and so have been millions of other customers!
Do NOT order anything from BEWARE OF Farfetch aka https://www.farfetch.com/ HEADED BY JORGE NEVES, THE SCAM ARTIST.
Also beware of Jorge Neves, who is a relative of scam artist Jose Neves.
Joerge Neves pretends to be a supervisor, in customer service, but in reality he works for Jose Neves and never ever resolves the customer problems.
BEWARE!
WORST ONLINE SHOPPING EXPERIENCE EVER. A MONTH LATER MY ORDER IS NOT DELIVERED. AFTER PAYING AND PAYING AND PAYING EXPENSIVE CUSTOM FEES. CONSULTANTS PROMISE TO FOLLOW UP AND NOTHING. NEVER EVER AGAIN!
I am an extremely dissatisfied ex-shopper of this website
I am an extremely dissatisfied ex-shopper of this website. I purchased a pair of boots which was listed from France. Nowhere, prior to ordering, did it say I would have to send the item directly to this boutique in case of a return. I ended up spending over $200 for DSL postage and custom fees! Then the boutique would not even acknowledge it's affiliation with Farfetch and would not accept the package from DSL! I had to make numerous calls to DSL and multiple e-mails to Farfetch (which is their only means of communication) over a three week period until the boutique would finally take the boots back. Then another two weeks to see the money back in my account. So much for trying to treat myself to a nice birthday present! How can they sell items from various boutiques in other countries then not handle the return or supply the customer with a return label? As a company they get discounted shipping rates. But no, they expect the customer to pay hundreds of dollars if they need to return an item. So now I'm out more than $200 and have NOTHING to show for it but a bad experience. Also, their response time to each e-mail I sent was always three days or more! I guess I should be happy I received a response at all. I think they only responded because I had gotten DSL customer service involved, who were extremely helpful.
As CEO of farfetch.com I welcome any points of view and as a company we really listen to all complaints.
We are a young company and we are improving our processes, feedback is, therefore, very important to us.
I would like to comment on the post above.
Judging from the post, I see this is an order shipped to the US (or to non-EU countries) from European boutiques.
It is true that if you live in the US buying in *any* European retailer does not offer the best shopping experience. First because there are import duties on the inbound, and second because in case there is an return, there are more duties applicable on the return.
At farfetch.com we were very clear in our checkout information that these duties did apply and wouldn’t be refunded in the case of a return to the EU from the US or other non-EU country.
farfetch.com has been working hard to improve our service, and make purchases from European retailers into the US much easier.
We have, in the beginning of April 2011 introduced a free returns collection service worldwide.
In particular, international customers will greatly benefit from this new service as it means any returns via our designated courier will be free of return transport charge and free of return duties. Please refer to our new returns policy for exact details.
I am confident that with this new service, the satisfaction levels when purchasing in Farfetch.com will improve significantly.
Following the introduction of our free returns and collection service, we took the initiative today (12th April 2011) of offering a 100 USD voucher to ALL US or non-EU customers who have ever bought and returned an item with us.
We know we have a long way to go, but we are determined to fulfil that mission and welcome any comments along the way!
José Neves
CEO
farfetch.com
they sell items from europe, don't respond for weeks, send to the us and for their returns they make you pay 200 customs and $55 shipping
The absolute worst. They sell items from Europe, don't respond for weeks, send to the US and for their returns they make you pay 200 customs and $55 shipping, although the site says full refund for returns, so the total loss of any item around $1000 is $400 if they don't fit. I tried ordering again thinking they might have changed and have been waiting for a response for a week. Nothing.
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i placed an order on 31/05/13 ORDER NO . LVJ8, it arrived on 05/06/13 which is quite fast . But here's the part, when i received my T-shirt, the size fitting is wrong . i ordered a XS shirt, but the shirt that i received, was too big even thought there's a tag with a sticker stating XS . i bought shirt from the same brand and through FARFETCH but the size of the shirt is way too much of a different . i hope you guys can get my shirt exchange ASAP !
As CEO of farfetch.com I welcome any points of view and as a company we really listen to all complaints.
We are a young company and we are improving our processes, feedback is, therefore, very important to us.
I would like to comment on the post above.
Judging from the posts, I see this is an order shipped to the US (or to non-EU countries) from European boutiques.
It is true that if you live in the US buying in *any* European retailer does not offer the best shopping experience. First because there are import duties on the inbound, and second because in case there is an return, there are more duties applicable on the return.
At farfetch.com we were very clear in our checkout information that these duties did apply and wouldn’t be refunded in the case of a return to the EU from the US or other non-EU country.
farfetch.com has been working hard to improve our service, and make purchases from European retailers into the US much easier.
We have, in the beginning of April 2011 introduced a free returns collection service worldwide.
In particular, international customers will greatly benefit from this new service as it means any returns via our designated courier will be free of return transport charge and free of return duties. Please refer to our new returns policy for exact details.
I am confident that with this new service, the satisfaction levels when purchasing in Farfetch.com will improve significantly.
Following the introduction of our free returns and collection service, we took the initiative today (12th April 2011) of offering a 100 USD voucher to ALL US or non-EU customers who have ever bought and returned an item with us.
We know we have a long way to go, but we are determined to fulfil that mission and welcome any comments along the way!
José Neves
CEO
farfetch.com
unreachable
The worst customer service ever
I just recently made a purchase only to find that the item still has not shipped - and I still have not heard from them after sending them countless of emails - i've lost count -
I still am not sure if my order was confirmed or not - however all the money is missing from my bank account into theirs!
Respect for their customers I don't think so! - i'm getting frustrated by the day
And the fact that they don't even have a customer service telephone number for their u. K headquarters is ridiculous!
Unreachable! Totally avoid...!
The complaint has been investigated and resolved to the customer’s satisfaction.
I am left with no shoes and in deficit in my bank for a delivery charge
Worst Customer Service i have ever experienced. I ordered a pair of guess shoes, they sent me the wrong size, i then had to return the shoes paying out an overseas delivery charge to get the shoes back to them and i never received any refund on the cost of returning the shoes even though it was farfetch's mistake. So i am left with no shoes and in deficit in my bank for a delivery charge.
As CEO of farfetch.com I welcome any points of view and as a company we really listen to all complaints.
We are a young company and we are improving our processes, feedback is, therefore, very important to us.
I would like to comment on the post above.
Judging from the posts, I see this is an order shipped to the US (or to non-EU countries) from European boutiques.
It is true that if you live in the US buying in *any* European retailer does not offer the best shopping experience. First because there are import duties on the inbound, and second because in case there is an return, there are more duties applicable on the return.
At farfetch.com we were very clear in our checkout information that these duties did apply and wouldn’t be refunded in the case of a return to the EU from the US or other non-EU country.
farfetch.com has been working hard to improve our service, and make purchases from European retailers into the US much easier.
We have, in the beginning of April 2011 introduced a free returns collection service worldwide.
In particular, international customers will greatly benefit from this new service as it means any returns via our designated courier will be free of return transport charge and free of return duties. Please refer to our new returns policy for exact details.
I am confident that with this new service, the satisfaction levels when purchasing in Farfetch.com will improve significantly.
Following the introduction of our free returns and collection service, we took the initiative today (12th April 2011) of offering a 100 USD voucher to ALL US or non-EU customers who have ever bought and returned an item with us.
We know we have a long way to go, but we are determined to fulfil that mission and welcome any comments along the way!
José Neves
CEO
farfetch.com
they do not honor what they've put up on their website and neither do their suppliers
I ordered a pair of Volta boots today at the price of EUR100 and shortly after I received an email from RBS confirming that my payment successfully went through I received another email from Farfetch saying that my payment has been refused and hence my order cannot be completed. I emailed them again and got a reply saying my credit card would be credited...
Read full review of Farfetch and 45 commentsFarfetch Reviews 0
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About Farfetch
Farfetch's success can be attributed to its unique business model, which allows it to offer a vast selection of products from a diverse range of brands, including both established luxury labels and emerging designers. The company operates as a marketplace, connecting customers with independent boutiques and retailers from around the world. This approach not only provides customers with access to a wider range of products but also supports small businesses and promotes diversity in the fashion industry.
In addition to its extensive product range, Farfetch is known for its innovative approach to technology and customer experience. The company has developed a range of cutting-edge tools and features, such as its "Store of the Future" concept, which uses data and artificial intelligence to create personalized shopping experiences for customers. Farfetch also offers a range of services, including same-day delivery, personal styling, and a loyalty program, to enhance the customer experience and build brand loyalty.
Farfetch's commitment to sustainability is another key aspect of its brand identity. The company has launched a range of initiatives to reduce its environmental impact, such as its "Positively Farfetch" program, which aims to promote sustainable fashion practices and reduce waste. Farfetch also partners with a range of organizations and charities to support social and environmental causes.
Overall, Farfetch is a dynamic and innovative company that has revolutionized the luxury fashion industry. Its commitment to technology, sustainability, and customer experience has helped it to build a loyal customer base and establish itself as a leader in the online fashion retail space.
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Overview of Farfetch complaint handling
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Farfetch Contacts
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Farfetch phone numbers+44 20 3750 1250+44 20 3750 1250Click up if you have successfully reached Farfetch by calling +44 20 3750 1250 phone number 15 15 users reported that they have successfully reached Farfetch by calling +44 20 3750 1250 phone number Click down if you have unsuccessfully reached Farfetch by calling +44 20 3750 1250 phone number 74 74 users reported that they have UNsuccessfully reached Farfetch by calling +44 20 3750 1250 phone number+44 75 5728 0789+44 75 5728 0789Click up if you have successfully reached Farfetch by calling +44 75 5728 0789 phone number 3 3 users reported that they have successfully reached Farfetch by calling +44 75 5728 0789 phone number Click down if you have unsuccessfully reached Farfetch by calling +44 75 5728 0789 phone number 1 1 users reported that they have UNsuccessfully reached Farfetch by calling +44 75 5728 0789 phone number50%Confidence scoreGlobal Head Of Communications+44 77 8840 5224+44 77 8840 5224Click up if you have successfully reached Farfetch by calling +44 77 8840 5224 phone number 0 0 users reported that they have successfully reached Farfetch by calling +44 77 8840 5224 phone number Click down if you have unsuccessfully reached Farfetch by calling +44 77 8840 5224 phone number 0 0 users reported that they have UNsuccessfully reached Farfetch by calling +44 77 8840 5224 phone numberVp Communications+1 (917) 821-0997+1 (917) 821-0997Click up if you have successfully reached Farfetch by calling +1 (917) 821-0997 phone number 0 0 users reported that they have successfully reached Farfetch by calling +1 (917) 821-0997 phone number Click down if you have unsuccessfully reached Farfetch by calling +1 (917) 821-0997 phone number 0 0 users reported that they have UNsuccessfully reached Farfetch by calling +1 (917) 821-0997 phone numberBrand Marketing
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Farfetch emailscustomeroutreach@farfetch.com100%Confidence score: 100%Supportmalika82@yahoo.com100%Confidence score: 100%Supportprivacy@farfetch.com100%Confidence score: 100%
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Farfetch addressThe Bower, 4th Floor, 211 Old Street, London, EC1V9NR, United Kingdom
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Farfetch social media
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Checked and verified by Stan This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreOct 29, 2024 - View all Farfetch contacts
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Agreed. Customer service is terrible. They even price the same item differently per country.