Farfetch

WORST customer service experience with heartless communicating willingness to solve a problem for the lost package.

I purchased one US$616.25 Issey Miyaki dress on March 15th, 2020 and the package was shown delivered in UPS tracking status on March 19th while I sat home the entire time for COVID-19 Stay-in-Shelter order but I actually NEVER received the package. For such an amount, Farfetch shipped it via UPS without signature required.

On March 19th- Within an hour on the same while I found UPS tracking status showed the deliver，y was made, I contacted Farfetch by phone immediately for not receiving the package in fact and following up with emails after phone calls. At beginning, Farfetch told me to wait for their investigation with UPS. I waited for a month and contacted Farfetch again for the outcome, they simply told me the tracking status showed the package was delivered and they cannot do anything. So? After one month waiting, Farfetch's investigation is still only nothing but the UPS tracking status which has been up there in UPS website. At that moment, I was really helpless and Farfetch insisted they have done their part and they cannot refund me the lost of package (merchandise) as the tracking status showed it's delivered.

In beginning of April- While Farfetch doesn't give any support and is not willing to help a loyal client in such an incident, I had no choice and I had to dispute this charge with my bank and in the meanwhile I also tried to contact UPS by myself to find the lost package. UPS was actually attentive after I started speaking with them and asked for the investigation, they took around 2 weeks to look for the lost package/incident including to contact the local distribution center and confirmed with me the lost package on May 4th. in the end. The UPS gentleman we spoke with is John on Investigation Department and he confirmed with us UPS would be responsible for merchandise credit + shipping cost to Farfetch as Farfetch is the Sender.

On May 4th- I was really happy to go back to update Farfetch with the news which I believe they can refund me finally as UPS is responsible for the loss. Since then, Farfetch started telling me their interval investigation has been closed within 14 days and they could not open my investigation again unless I can provide a documentation from UPS to Farfetch. Throughout the whole time, I have been doing the job for Farfetch to get the money back from UPS and then they still asked me to get a proof? Fine, then I went to UPS to ask for a documentation for Farfetch, UPS told me they can't reveal the paperwork to me as I'm the 3rd party and they can simply provide to Farfetch if Farfetch requests. I forwarded this information to Farfetch anc they are still not willing to take a look nor rejecting to speaking with me and UPS in phone together while UPS is willing to do a 3 ways conference call to provide information to Farfetch directly on May 8th.

On May 8th- After following up with Farfetch for 2 months, their supervisors always declined my request to speak with, and their customer service agents Emily M. in our long email chain and Bruno I spoke for 2 hours in phone on Match 7th always told me they understand my frustration but they cannot help ANYTHING. Today, the customer service agent Carolina C. emailed me directly that they cannot investigate anything anymore. Period.

There is no choices because Farfetch has disconnected to work with this lost package incident, I can only work with my bank and just take the loss for US$616.25 if the bank cannot stand for the dispute in the end.

I can provide all email chains and audio recording of my conversation with Farfetch as an evidence to prove I'm telling the frustration as a fact/truth.

I have been shopping with Farfetch for almost 5 years. What a customer service I have received! If you plan to buy anything on Farfetch, good luck! Be ready for your loss and lose money for nothing, because they simply do not care their clients even if their client tries so hard to work with them.

SAD. SAD. SAD.