Farfetch

I left a review based on a bad experience because the customer service didn't repair the problem. Prompted to email again and got no reply. Farfetch owes me $26 for a promotional discount.
They sent a very expensive garment in a single sheet of tissue paper. What if the cardboard box got wet or torn as the previous one did?
No garment bag or wrapper. I had to purchase one from another retailer.

The return for another item was never picked up and no paperwork was sent.
Lost a day waiting for dhl to arrive. They told me they dont do scheduled time slots for pick ups.
Long story short, FF has turned into Yoox, which is a clearance website.
FF is not a luxury site anymore and so they have lost my business.

Do not order unless you are sure that the item will fit you. I ordered a pair of shoes in December and decided to return my order as the size was too small. They refuse to refund me because they pretend that the article got damaged. It can't be me because I literally just wore the shoes for 2 minutes and put them back in the box. It might have been damaged in the transportation or after they received it. They refuse any sort of discussion and decided to send it back to me and charge me. It is a totally abusive practice. After reading several similar comments, I actually think that they intentionally damage the returned items in order not to refund their clients, as they are in a pretty difficult financial situation.

It's now been 4 months and still NO REFUND. The customer service agents won't raise a complaint and cannot and will not answer to where my parcel is or who lost my order. Two videos uploaded with this review proves how terrible and vile their customer service is. I have had to contact Trading Standards to report how Farfetch are operating.

My 65 year old mom bought my wife a $500 pair of shoes from Farfetch and they were never worn. Farfetch would not let us return or exchange the shoes even though they were never even put on. I wouldn't recommend Farfetch to anyone. This has been horrible.

No product was delivered, after intensively follow-up with UPS for more than 2 weeks, apparently my package was lost. Furthermore, Farfetch customer service without fact checking sent an email that there won't be any refund. I fought back to get my money refunded and eventually received my money back. Lost so much time and bad experience and resulted nothing as 1st time experience purchasing via FarFetch

My card was used on this webstei for 1200 eur, i contacted them within 3 hours but they say they are unable to refund my money because the order was sent out, total scam fraudulent company

Worst service ever! Returned my shoes 2 months ago and still haven't received any updates or refund!
Also ordered a tory burch bag, after two uses the material starting wearing off and cracking,after negotiations all they offered is a 10% refund since the item has been used as if i would've kept it if it was initially in this bad condition. Super disappointed, i need to send them a minimum of 3 emails to get a response and no body even cares!

I've been waiting for phone customer service for half an hour and no one responds. My item was returned and delivered but the return page still says "requested". Emailed twice and get nothing back. Is that how farfetch treat customers? Really sad and disappointed. Worst experience ever.

Farfetch has great items but the customer service Is terrible, pretty much non existing. You can DIE trying to reach them, there is no way! They reply with copy paste emails and phone doesn't pick up.

As long as your order is perfectly placed everything is great, if your order gets messed up by anything I advice you to hold patience. They don't care about your time, patience money or loyalty. For being a high end retailer you'd expect better service. Zara, H&M, Walmart are way more sophisticated than Farfetch when it comes to that. Such a shame!

Farfetch through their appointed courier lost a returned package. For 50 days their customer service agents continue to email me saying that they are"pushing their team." They have pushed absolutely nothing but canned messages and should be ashamed at how they treat customers.

Terrible. I purchased a pair of trainers which fell apart within two months after light wear, and they refused to assist. Difficult to get in touch with as well-- the 'enquiry' took well over a month and required chasing on several occasions, only for them to come back and say it was 'wear and tear' (one of the soles came off!) and it was 'not a quality issue' (how do they know?!). I really expected better than this: in my experience high-end designer retailers usually go above and beyond to assist you. I would recommend anyone thinking of buying designer items to do so directly with the designer or a reputable department store-- you will receive much better service.

Service standard is getting worse. I ordered a goods via Farfetch during the single days event. The good was lost by the Singapore courier ie DHL. It took them almost one month to investigate and update has been very sporadic unless I chased them. I will not have known their good is missing until I call the courier when they miss the delivery date. No honesty and integrity. This is so disappointing in regards to their refund policy. The shirt was meant to be Xmas present for my dad.

Jeans were perfect but too expensive; the excuse that some items are sold by affiliates is not good enough for selling a specific size 100 euros more than other sizes. Before placing the order, I emailed farfetch asking for help regarding the size, and they never bothered to reply. It would be helpful to mention if the size of each product is french, italian or UK since "30" is not the same size to all countries. Delivery was fast, although there was an issue with DHL that falsely claimed that my address info was incorrect and had to talk to them for 30 minutes in order to receive the package on time. Delivery cost is too high: 20 euros for express delivery with no other option whatsoever... Most companies offer free delivery for purchases over 150 euros and I had to spend an additional 20 euros to a pair of jeans that cost 392 euros! Also, returns are not free, since farfetch keeps the 20 euro delivery cost.

One of the worst luxury buying experiences I've ever had. They only care about making money and dont treat or even talk to customer in a respectful way. Was on with two very rude customer service people and was treated like crap before being lied to and hung up on.

I have ordered 2 sunglasses, and only one came. The box was small so it was not possible to put both in them, even DHL have confirmed that-but still fighting more than a month for a refund. And nothing...

This site is ridiculous. They do not accurately inventory items offered for sale. As a result, items purchased may not actually be available. Purchases will be cancelled because they are unable to fulfill them. FF is fine with wasting your time on these bogus sales. No apology, no compensation, no explanation even. This has happened to me multiple times with them. Won't happen again.

Farfetch return team accused me falsly for
Defects on boots that I didnt make.
I got boots that were too big, so I packed straight away and send it back. I didnt make any photos.
I got answer from Farfetch that boots came with defects! They sent me photos of boots, I couldnt prove other way so they sent boots back.
And this is not the end! I got boots and I couldnt believe my eyes, but defects are worse then in the photos they send me! This time I have a proof. I dont know what caused these defects(I think the original black box), but what I want you to learn from my mistake- make photos off everything you get just in case.
I still hope they will refund me

Terrible customer service. I will never purchase from Farfetch again. I purchased a handbag and was not happy with it. I immediately returned it within the return window. I patiently waited for my refund to be processed and was in contact with Farfetch customer service throughout the ordeal. They then informed me that the boutique claimed the bag was not in its original condition due to some scratches. Farfetch resolves the issue by sending back the returned item to me and sending me a tracking item without any further information or proof. Farfetch does not protect its customers from false claims. Also, reading the reviews from other websites shows they have a habit of not refunding their customers. I wish I had done my research before buying from this awful company. Buyer beware!

I place an order for 2 dresses with Farfetch. One arrived during the specified delivery window that they gave me. The other came weeks later which unfortunately was when I was on vacation. Upon my return, I tried on the dress which sadly did not even come close to fitting. I immediately contacted them to initiate a return which they denied. I explained that for circumstances beyond anyone's control, the package arrived much later than I was told but they still refuse to accept a return. I have had no luck in trying to reach anyone by phone. I am now stuck with an expensive dress and no way to wear it. In talking to a local store that used to do business with Farfetch they said they stopped because there were so many problems. They said and I agree, the company serves a good purpose in theory but that their customer service is not worth it. Be forewarned!

Farfetch has been falsely accusing me of returning worn shoes! I tried on one shoe and it never even touched the ground. They have no proof and cannot provide an image of the original condition they sent the shoe. Their customer is beyond awful. They are dismissive and take absolutely 0 accountability. They also charge about 20-25% on brands that you can buy elsewhere and cheaper. Overall this has been the absolute worst customer service I have dealt with. Attached is the image of the shoes they sent me saying they were returned to them worn…what a joke.

I recently made 2 purchases to which 1 went missing.
Both times they were delivered, given they are costly shipments, I expected some kind of responsibility on behalf of the delivery team.
However, I never received a call for either one of my deliveries as I had specially called and requested to.

The first time the order went missing (value of $470) and the second time I had to rush back home as soon as I received an email stating it was delivered and luckily was able to get a hold of it.

However, for my missing order they simply told me I have to wait 14 days to know what happens next but they are confirming to me that my package was delivered...
Really at loss of word.

Delivery communication skills: 0 stars
I was expecting a way better service given the value of my products.

Will definitely be the last time using farfetch services for any of my orders.
Safer to directly order from the brands (Gucci, louis vuitton, etc)

I purchased a designer item, and within 24 hours the price dropped. Far fetch refused to honor the price drop or make any attempts to correct it. They told me their prices are allowed to fluctuate and there is nothing we can do. There is no price security and they do shady business. I would never order again. The advantage to buying designer, is that their prices stay relatively the same - but not with farfetch. Terrible service, to the point this must be illegal.

I've had my card and id saved by this company. It ended up that I got a lot of money stolen by this company. Money I haven't spent here at all. I bought my wife some shoes, worth $70
They ended up taking $1000 from my account. Robbers. And I'm not getting my money back either. Even though they've found out, that it wasn't me, spending any money here. Because, they've already shipped the goods to someone who had hacked my informations on this site. They shipped the goods at the same moment, that the money got taken from account. When I ordered for my wife, it took days to get the confirmation and then the process started. Here they took the money and then the package was shipped. I smell something rotten here. And bye bye money