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    Farfetch

Farfetch

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Overview

Farfetch has a rating of 2.0 stars from 1,815 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Farfetch most frequently mention customer service, credit card, and wrong size problems. Farfetch ranks 289th among Designer Clothes sites.

  • Service
    367
  • Value
    354
  • Shipping
    362
  • Returns
    288
  • Quality
    336

This company does not typically respond to reviews

Positive reviews (last 12 months): 3.1%
Positive
1
Neutral
0
Negative
31
View ratings trends
398
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How would you rate Farfetch?
Top Positive Review

“Excellent service!”

KARINA W.
1/22/24

Excellent service! Thank you very to everyone with whom we got in contact to place our purchase order. The customer service was highly professional and resolved all the issues we had and we received our clutch we ordered by Alexander McQueen

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Top Critical Review

“WORSE CUSTOMER EXPERIENCE”

stefania m.
9/11/24

This has been the worst customer service experience I've ever had. I purchased a pair of glasses and had expensive lenses (worth €500) fitted. Shortly after, the arm of the glasses broke due to a manufacturing defect. Despite admitting the defect, Farfetch refused to reimburse me. They demanded that I return the glasses, even though I explained that I had spent €500 on custom lenses. The representative told me I wouldn't get a refund unless I returned the glasses and that my issue didn't matter because it was 'against their policy.' I am now facing a €900 loss (€500 for the lenses + €400 for the glasses). Their service is absolutely unacceptable.

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Reviews (1,815)

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Reviews that mention popular keywords

customer service (420) credit card (70) shopping experience (77) return label (19) phone number (18) bank account (10) order number (14)
Thumbnail of user thomass1813
California
1 review
4 helpful votes
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March 5th, 2021

I ordered a sweatshirt from Farfetch on Wednesday that was being fulfilled in Italy. It was at a discount and i was not in a hurry to receive it so i chose standard shipping for my order. The next day i received a notification that the order was going through customs in Italy. My expectations of when i would receive my order were around 11-15 March. The next day it was on my door step by noon. Unbelievable! And it matched all my expectations.

Thumbnail of user karinaa33
Kyrgyzstan
1 review
1 helpful vote
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June 25th, 2020

I've purchased 2 Marc Jacobs bags. I've
I've purchased 2 Marc Jacobs bags. I've received 1 of them. After their investigation which took 15 days, they told me they won't refund me. I've provided them with videos from surveillance cameras, where it's clearly seen that i've received a box with 1 bag, but still they won't refund me.My box wasn't damaged. Also on their official application of "my orders" it says: shipment 1 of 2", but still they are telling me they won't do anything about it.
I don't have a Marc Jacobs bag, price 168$ nor my refund.
I will never use "farfetch" ever again.
I will take my case further.

Thumbnail of user adinahs
Virginia
1 review
0 helpful votes
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August 30th, 2020

I would not recommend buying from Farfetch if there's a chance you'll want to return the item. I ordered a $300 dress and it did not fit so I returned it the next day by mail. The dress got lost in the mail service and Farfetch did not take responsibility for that. They did not refund the money.

Thumbnail of user kiml590
California
1 review
0 helpful votes
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December 18th, 2020

I bought Balenciaga Triple S from Farfetch and they processed my order really fast. I received it in 2-3 days. Super fast and the good packaging. My shoes box still keeps the shape and the shoes are perfect!

Thumbnail of user yusufj6
Denmark
1 review
1 helpful vote
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December 4th, 2018

Too slow delivery. Had to give a gift to my friend and it's just bs that the service is this bad. Next time, I might not buy from farfetch. I just heard it was a good website and service, but it wasn't.

Thumbnail of user farfetchc
Farfetch c. – Farfetch Rep

Dear Yusuf,

Thank you so much for sharing your feedback about your previous order. We're so sorry to hear that your order wasn't delivered in the expected time frame as shipping delays aren't common. If you have additional questions or concerns about this purchase, feel free to send an email to customeroutreach@farfetch.com and reference this email.

Warm Regards,

Farfetch

Thumbnail of user kt200
California
1 review
1 helpful vote
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August 19th, 2020

Terrible customer service! Order MJ3BLV. Refunded my product and still have not received my refund after 3 months! Multiple follow ups to customer service and management went ignored. I would not recommend this site unless you dont plan to refund any products.

Thumbnail of user annac4
GB
4 reviews
6 helpful votes
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April 20th, 2012

I used farfetch 3 times now and love it. Everything was received on time and was in a perfect condition. I am based in the UK and the clothes I bought were from European boutiques. I guess if I was to buy from the US boutiques I would have to pay tax duty. Its good to keep that in mind. Great service and amazing clothes. Keep it up! Recommend!

Thumbnail of user christad1
Michigan
2 reviews
3 helpful votes
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December 2nd, 2014

I had a problem with my Cyber Monday order.
I also had an issue with my sign on account. The office was closed so I had to deal with them this morning. I have already received my refund and they corrected my account. I think this company is really trying to work out the bugs. I will use them again. I ordered something else and I have yet to receive it. If the Zoe Report thinks it is a good site, then I think users need to give it a chance.

Tip for consumers:
Give the customer service a chance to correct the problem.

Service
Value
Returns
Thumbnail of user asiak5
Michigan
1 review
0 helpful votes
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July 2nd, 2018

Overcharged me for wrong shirt. It took me a long time to receive my merchandise, then when I finally receive it its the wrong size, and wrong color. When i called customer service she told me that the invoice reflects something else and that I should disregard it.

Thumbnail of user peterc234
Hungary
1 review
0 helpful votes
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May 3rd, 2018

I ordered a three pack of t-shirts in size M, they simply sent me ONE single t-shirt in size S.
It caused by a rare mistake in the catalogue numbers which matched the single product to the price of the three pack.
But the really kind costumer service helped me to send the t shirt back to the seller, and they offered me to send the three pack instead without any additional expenses. More than correct! Lastly good experience.

Thumbnail of user farfetchc
Farfetch c. – Farfetch Rep

Dear Peter,

Thank you very much for taking the time to provide us with your feedback. We are very disappointed to hear that your order did not arrive as expected and we would like to investigate in greater detail.

As your feedback did not provide order details, we will be sending you a private message that you may reply to at your earliest convenience. If you wish to contact us directly, you may send an email to customeroutreach@farfetch.com.

Once again, we would like to apologize for any inconvenience caused by your shopping experience. If you have any questions or concerns, please do not hesitate to get in touch.

Warm Regards,

Farfetch​​

Thumbnail of user johannac131
Australia
2 reviews
3 helpful votes
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December 28th, 2022

I've bought several items from Farfetch and have been happy with the items received.
Recently, I bought a bucket style but structured bag that I feel was packed in a box that was slightly too small. The bag was made of smooth leather and I felt that there was a slight indentation from the lid of the box pressing on the bag.
Return process was easy.
Arranged for DHL to pick up the parcel.
I was sent an email every step of the way:
1. Email received on day of return to acknowledge that the item had been received by DHL and tracking number provided.
2.3-4 days later that the item had been received, would be checked and refund processed.
3. Email on the same day to inform that the item had been processed and the refund could take up to 14 days to receive.
I checked my credit card and the refund was received in the same day.
Would definitely recommend Farfetch based on my experience with them.

Tip for consumers:
They occasionally offer free shipping so keep checking out the website.

Products used:
Handbags, small leather goods

Service
Value
Shipping
Returns
Quality
Thumbnail of user lizar23
California
1 review
0 helpful votes
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December 6th, 2018

I just received my shoes and I am in love with it! Customer service is great and my shoes came in on time. Will be purchasing from this company again and I love the fact they have great items on sale. Love luxury affordable items :)

Thumbnail of user mait15
Australia
2 reviews
0 helpful votes
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May 28th, 2018

When i got the farfetch i was struggle to open it. Oh my goodness farfetch should design another box for customer to open it easily. I bought alot of things from Mytheresa and Reebonz. Their boxes are amazing, its easy to open and also i can use it to put my stuff in but with the farfetch i had to chuck it away. So i rated you 3 because of the box. The rest im happy. Cheers

Thumbnail of user farfetchc
Farfetch c. – Farfetch Rep

Dear Mai,

Thank you very much for providing us with your feedback regarding the quality of our packaging. We appreciate you taking the time to share your comments and we will be sure to consider them when reviewing our services.

If you need assistance with any unresolved issues or would like to share additional comments, you may send an email to customeroutreach@farfetch.com.

Once again, we would like to apologize for any inconvenience caused by your shopping experience. If you have any questions or concerns, please do not hesitate to get in touch.

Warm Regards,

Farfetch​​

Thumbnail of user rusovidiua
Romania
1 review
0 helpful votes
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December 16th, 2022
Verified purchase

I will never order again, I will never order again, I will never order again.
I bough some Prada boots, delivery went smooth but the invoicing part killed me. After numerous phone calls, emails and promises I still have a wrong issued invoice they don't want to correct. I'm missing my VAT number (wich makes the invoice toilet paper)and after getting numerous promises via email that they will fix it and send me a corrected invoice they stopped answering. I started with the emails/phones I've finally got an answer today that they will not change the invoice.after they made me sent all my company documents. Now after they have my documents they refuse to add the VAT. I never ever in my life had such a bad experience with any sites I order from … 100% not recommend. Trust me you will loose your hair

Tip for consumers:
I wouldn’t use it

Products used:
Shoes

Service
Value
Shipping
Returns
Quality
Thumbnail of user sabag1
California
1 review
2 helpful votes
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February 11th, 2020

I made a large purchase. I included a note in my delivery notice to only deliver to the package to the package lockers or leave at the DHL warehouse, and I would personally pick it up there. Dhl "delivered" it to my building door which is on top of a mall. Dhl took responsibility for the lost package, but Farfetch refused to investigate and file a claim with Dhl so that I could be compensated for the loss. Farfetch refused to investigate and file a claim with dhl for the lost package. Now I'm filing a lawsuit for over $1800. 00 loss.

Thumbnail of user khalida80
Saudi Arabia
1 review
0 helpful votes
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October 16th, 2019

I bought the clay 350 yeezy.
It was shipped from Stadium Good at New York to Saudi Arabia on DHL.
The quality is Authentic.
Customer service is good.
The shoe size came as I ordered it.
The delivery was delayed due to complications on Stadium Goods side.

Thumbnail of user stephaniei637
California
1 review
0 helpful votes
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January 6th, 2023

I ordered Jimmy Chooyael rain boots.
I received them, as I was putting them on and adjusting the buckle, it broke.
Not something I would expect from the luxury brand. After contacting the customer service and exchanging 37 messages with them over 2 months and a half, they finally told me that the brand accepted a return.
I asked for a refund since day one as the item was faulty. Farfetch customer service just ignores my request and sent back the item "repaired". I'm still asking for a refund. They are the worst app/website to buy from. Do not buy from them unless you have some money and time to waste!

Tip for consumers:
Don’t buy from this website as I believe they sell fake items.

Products used:
Jimmy Choo shoes

Service
Value
Shipping
Returns
Quality
Thumbnail of user nastaranr
Canada
1 review
0 helpful votes
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August 31st, 2022

I ordered a pair of shoes and tried it once at home to check the size, the day after I received the package I requested return because it was tight for me! But they didn't accept my return and mentioned it has been worn and sent me back the shoes! This a froud website that taking money by froud!

Thumbnail of user maggiet105
Singapore
1 review
0 helpful votes
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November 3rd, 2020

Have made a few purchases from Farfetch. I always shop at Farfetch when I couldn't get a specific bag in store. Item is well packed and in excellent condition no matter where it is shipped from. Love the Rubaiyat packaging for my recent purchase from Saudi Arabia.

Thumbnail of user nancys536
Ohio
6 reviews
0 helpful votes
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November 9th, 2018

This black patent (polyurethane) jacket with a faux fur leopard collar is a one of a kind jacket. I've been looking for a unique black dressy jacket and this is the most stylish of all I've considered. It will look good with both casual and dressy clothes.

Thumbnail of user melissab619
Pennsylvania
1 review
0 helpful votes
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October 19th, 2019

The gold necklace came in a pouch in a box that was all twisted and could not get knots out & necklace very small and thin and not a good quality for price! It was a gift and I am returning it I just received!

Thumbnail of user jonathanm230
Canada
1 review
4 helpful votes
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August 7th, 2018

I ordered a luxury Cap from the brand Dsquared2 on this website paid a tons for it. The Cap was the same design but some embroidery was different then what it's pictured on their website. At first, the customer service responded quicky and gave hope. Unfortunately, seems like just an illusion and they can't refund the item! I paid alot of money for this cap. Avoid this website it's suspicious. Never will buy here again!

Thumbnail of user farfetchc
Farfetch c. – Farfetch Rep

Dear Jonathan,

Thank you so much for taking the time to give us your feedback. We're so sorry to hear that your order did not arrive as expected but we hope all issues has been resolved by our customer service team. Please send an email to customeroutreach@farfetch.com with your order details should you have additional questions or feedback to share.

Once again, we would like to apologize for any inconvenience caused by your shopping experience. If you have any concerns, please don't hesitate to get in touch.

Warm Regards,

Farfetch​​

Thumbnail of user minhd7
California
1 review
1 helpful vote
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February 23rd, 2018

You know at first i loved about this website, i had bought few expensive givenchy shirts even gucci jacket for awhile. But it came to me one time when i ordered a alexander mcqueen shirt with all sizes available when it just came out, i received the wrong one at the time they sent me the short sleeve shirt but in the website came with the long one, i immmediately returned and hopefully i can get the another shirt on time. Too bad all farfetch did nothing boo hoo sorry for my time the alexander ran out all sizes, all i can do now is waiting and they will let me know if it will be back in stock [we already knew that thing will never happend] there is nothing for us to do, even an complaint to that store who sent me the wrong product and messing with my time? Jesus unbelievable :(

Thumbnail of user farfetchc
Farfetch c. – Farfetch Rep

Dear Minh,

Thank you very much for taking the time out to provide us with your feedback. We are truly sorry to hear that you were not satisfied with your recent shopping experience.

As your feedback did not provide order details, we will be sending you a private message that you may reply to at your earliest convenience. If you wish to contact us directly, you may send an email to customeroutreach@farfetch.com.

Once again, we would like to apologize for any inconvenience caused by your shopping experience. If you have any questions or concerns, please do not hesitate to get in touch.

Warm Regards,

Farfetch​​

Thumbnail of user marinas68
California
1 review
0 helpful votes
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November 6th, 2018

The support was ABSOLUTELY horrible. I ordered an item. On the arrival date, nothing came in. I, the customer, had to call and check in and ask why my item had not arrived. They had to go check with the company that held the item and finally figured out the company did not have the item. None of this was figured out until I contacted FarFetch. I was promised to get an update the following day and, at the end of the business day, I did not receive any phone calls. Overall, this was a horrible experience. The 10% off does not help with anything.

Thumbnail of user farfetchc
Farfetch c. – Farfetch Rep

Dear Marina,

Thank you for sharing your feedback regarding your recent Farfetch shopping experience. We're so sorry to hear that you had issues with the delivery of your order that you were not previously notified of. We sincerely apologize for not providing you with the assistance you needed and we'll be sure to use your feedback to improve our services. If you would like for our team to review your case in greater detail, please send an email to customeroutreach@farfetch.com and reference this review.

Warm Regards,

Farfetch

Thumbnail of user nafeea
New York
1 review
0 helpful votes
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October 6th, 2018

I cant believe i ordered a pair of valentino sneakers for $995 and was sent the wrong color they telling me they have to investigate, investigate what. They said the boutique never had that color so who sent them. They need to investigate that boutique. I can't lose out on $995

Thumbnail of user farfetchc
Farfetch c. – Farfetch Rep

Dear Nafee,

Thank you very much for taking the time to provide us with your feedback. We are so disappointed to hear that your order did not arrive as expected. As your feedback did not provide order details, we kindly invite you to send an email to customeroutreach@farfetch.com so that we may assist with any unresolved issues. Please mention your Sitejabber review in your message so we can prioritize your case.

Once again, we would like to apologize for any inconvenience caused by your shopping experience. If you have any questions or concerns, please do not hesitate to get in touch.

Warm Regards,

Farfetch​​

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Thumbnail of user farfetchc
Farfetch c.
Customer Outreach
Typically does not respond to reviews

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