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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.
This company does not typically respond to reviews
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
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.
I received shoes (late) that were completely damaged, soaked in water, and smelled like sewer water.
After 4 weeks of back and forth, Losili at Farfetch accepted to refund me in full, stating that the courier had refunded Farfetch already, and told me I didn't need to return the shoes. She said the refund would arrive in 14 days.
14 days later, there was no refund so I contacted Farfetch who then said they couldn't refund me until I give the shoes back. I had already thrown them away since Losili didn't tell me I needed to return those and they smelled like trash. I told Farfetch that they were going back on their words. And Monica had the audacity to call me and tell me that no, they simply couldn't refund me and I was given wrong information.
I do not care what goes on in the back office at Farfetch and who gives correct or wrong information. I was told my refund would arrive within 14 days and it hasn't and Monica, who is a total $#*!, literally just called me to say they couldn't refund me, just like that.
The customer support experience is terrible. 7 weeks later, I still don't have a refund.
I filed a police report and claimed the money back from my credit card company, showing them all the written email trace where Farfetch said they would refund me and then went back on their words.
I will NEVER buy anything from this company again. It's complete trash.
Tip for consumers:
Don't waste your time with Farfetch, orders arrive late and damaged, and customer support sucks
Products used:
Nothing, all the products arrived damaged.
DO NOT BUY FROM FARFETCH. I was a regular buyer from farfetch because some of the brand not available in Australia. Recently they had 20% off Jacquemus so I ordered a bag the full price was $1,711AUD and after sale its $1373AUD. Later i went to Jacquemus website and saw the same bag is only $960 AUD. I was shocked at the price difference. I emailed farfetch to cancel my order and refund which they did. I ordered my bag directly from Jacquemus and it came within 4 days.
I saw same thing with Amina muaddi shoes. It's ridiculously priced at farfetch but mytheresa or saks have at a much cheaper price. I will not buy anything from farfetch again!
Tip for consumers:
Do not buy from farfetch. Other sites are much cheaper. Farfetch hikes the price.
Products used:
Bag
If you are considering purchasing from Farfetch, please buy from anywhere else except there. They have terrible customer service and don't care if you have issues with products, it will be entirely your fault and they will not care about what you have to say. Terrible quality and the items seem fake, it's abit suspicious that they don't offer any helpful solutions with their products, whereas many places are extremely helpful. PLEASE DONT BUY ANYTHING FROM FARFETCH!
Tip for consumers:
Please do not buy from Farfetch
Products used:
Shoes
As long as you get your merchandise they are great. BUT if you have any delivery problems or dont get your merchandise, (probly becuse of the delivery company's B.S) Farfetch will not be helpful in getting your merchandise or a refund. Just last week.somebody forged my signature (either the delivery company delivered to the wrong home or "they" stole it) and i am getting every excuse in the world from Farfetch so they dont have to be of assistance. So now i am going thru the dispute with my Credit card company. I never had any problems with Farfetch until this last order but i guess if i would've had a delivey problem before, then i would've found out sooner about their lack of caring customer service. And ive spent over $5000 dollars with Farfetch and this order that was never delivered, with a Fraudulent signature included, was only about $500. So long story short, you are not a valued customer.they only value your money, and when someone on their end screws up, they got every excuse in the world,Not to be at fault! Thats Bad Business
The pictures are the"forged signature, and my real signature!
Tip for consumers:
Be carefull and make sure you sign gor your delivery and video record it for your records
Products used:
Didnt receive my products
UPDATE- AFTER MONTHS THEY FINALLY AGREED TO GIVE ME BACK MY MONEY ONLY FOR THEM TO LOSE THE PARCEL AND CLAIM I DIDN'T RETURN IT. WHAT A JOKE. ABSOLUTE THEIFS AND COWBOY COMPANY.
Firstlt they sold me damaged goods then refused to refund me. So now I'm stuck with a £400 pair of trainers that will never be worn. In all honesty I'm not even sure if they are genuine. I have then to provide me with the details of the company they used but they refuse to give me any info. SHOCKING DISGRACEFUL treatment of a customer.
Tip for consumers:
PLEASE PLEASE DONT BUY ANYTHING. YOU WILL PROB GET FAULTY ITEMS AND WILL NOT BE REFUNDED
Products used:
A pair a damaged Alexander mcqueens at £400. Which they so far have refused to refund.
ABSOLUTELY AWFUL IN EVERY WAY IMAGINABLE- WILL CANCEL YOUR ORDER AND CLAIM THEY CANNOT VERIFY YOUR BILLING INFORMATION AFTER CHARGING YOUR CARD AND ALL THE WHILE REQUEST YOU "WIRE" THEM THE COST OF YOUR PURCHASE THUS CHARGING YOU TWICE IN THE PROCESS-
AVOID AT ALL COSTS!
Far fetch offers shopping from around the world. I have purchased from them a couple of times and each time was a disaster. The first time, my shoes were delivered by UPS and the delivery guy reamed me out for not being home on his previous two tries. Granted this was no farfetch's problem I tried them again. I bought sone $1100 boots. They were ok but I was not sure if they were a bit snug so I ordered the next size up also. By the time they arrived, we had an emergency and flew to a funeral. When I hit back and tried them on, they were way too big. I wanted to return them to far fetch but they said I was over the 5 days they give to return items internationally! Five days?! I tried to explain my situation and they absolutely refused to help. They showed no compassion, they completely refused any customer service at all. Eventually my husband called so done in the executive department and was told so done would call him back. No one did. It has been months of us calling, leaving messages and emails and we get nothing from them. We were even ready to accept a credit note. I can't believe this company is so heartless and did not even have the courtesy to respond to emails and phone calls. You would think that the executives want to set an example and show what is good customer service and at least look into the matter. So now I have two pairs of $1100 fendi boots, one which is totally useless to me. I guess far fetch thinks my uncle shouldn't have died at the time he did and this is all his fault. Will never buy from them again!
Theyve scammed me out of £440! They sent me an empty box! They will try and blame the courier and ignore all my messages! Disgraceful company! Prob 2 man in a back garden!
Hello Rhe,
Thank you very much for taking the time to provide us with your feedback. We are truly sorry to hear that you are not satisfied with your recent shopping experience. We see that you are currently in communication with a member of the Customer Service supervisory team. We will review this case with the appropriate departments to ensure that the proper care and attention is given to your inquiry.
Warm Regards,
Farfetch
DO NOT PURCHASE FROM THIS WEBSITE - THERE ITEMS ARE FAKES!
I purchased a pair of shoes from this website which did not fit so I returned. A week later Farfetch responded and said my refund could not be processed as one of the shoes was fake (and one was real).
I was told that the fake shoe/real shoe will be returned to me and I would not receive a refund.
I am absolutely disgusted that the consumers are being blamed for their lack of due diligence from their own supply chain. Whilst I am disputing this, I am currently the one being left out of pocket due to Farfetch's lack of due diligence when sending items out.
I would have never noticed that one of the shoes were fake so BEWARE that you could be wearing FAKE designer items that you purchased from this website.
Buy direct from the designer - it's not worth the risk using this website!
I placed an order on 9-25. They cancelled my order 4 times and finally told me that they didn't have the item after i they called me 10 mins before confirming shipping.
I recently ordered a jumpsuit from Farfetch but it was so small that it didn't go up my leg. I requested a return and packed it properly, with all papers it came with packed neatly inside (I reprinted the return label because it was squashed when it arrived so I left it with the jumpsuit). I didn't return the hanger since it was cracked when it came and I was worried it would ruin the jumpsuit on the way back. Everything was perfect. I sent it back in exactly the same condition it came, with all tags and within the timeframe allowed. I received an email from Farfetch saying that they cannot accept my return because the jumpsuit had no labels, smelt of cigarettes and had a stubbed out cigarette in the packaging (they provided me with a fake photo). This is a complete lie - the jumpsuit was perfect, it wasn't even tried on properly since it was tiny. It had al labels attached to it. I don't smoke, my husband doesn't smoke and I have two young kids who obviously don't smoke. The jumpsuit never came into contact with anything of the sort. They said that they won't allow their supplier to sell the jumpsuit on their site anymore but they are sending it back to me and they won't refund me. This is pure theft! I've never, ever had a problem with anything i've ever bought online. Beware of them!
Tip for consumers:
don't use this site - they are scammers.
Products used:
I returned the jumpsuit I ordered because it was small - little did i know, they would scam me.
I returned my Chloe boots and sent them almost a month, I have not obtained my refund! I sent 3 chasers and the response is always the same! Terrible service and these luxury items don't come cheap
Dear Shirley,
Thank you very much for taking the time out to provide us with your feedback. We are truly sorry to hear that you are not satisfied with your recent shopping experience.
We have successfully located your order details and will contact you to resolve this issue as soon as possible. If you wish to speak to us in the meantime, you may contact us directly on +86 (0) 10 8405 4779 (Chinese Customer Care line) or +1 (213) 550-3798 (US Customer Care line). We are reachable 7 days a week.
Once again, we would like to apologise for any inconvenience caused by your shopping experience. If there is anything that we can assist you with or you have any questions please don’t hesitate to get in touch.
Warm Regards,
Farfetch
WHAT A JOKE OF A COMPANY AVOID AVOID AVOID I WOULD NEVER GO BACK TO THESE LOT EVEN IF THEY GAVE ME EVERYTHING FOR FREE ABSOLUTE SHOCKING SERVICE BEEN WAITING 2 WEEKS NOW FOR A ITEM NOW THEY ASKING FOR ME ID AND PICTURE OF MY BANK CARD FOR NO REASON AVOID PEOPLE AVOID THEY HAVE £1200 OF MINE ON HOLD!
Tip for consumers:
STAY AWAY
Dear Muhammad,
Thank you very much for taking the time to provide us with your feedback. We are so sorry to hear that your order was not processed in a timely manner.
As your feedback did not provide order details, we will be sending you a private message to address this issue. 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
I got item that is really bad quality and broke after three days of usage. I tried to contact customer service and sent them pictures of the item and got no answer. Disaster!
Dear Karla,
We're very disappointed to hear that you had issues with your purchase so soon after delivery. Our customer service team may have been experiencing higher than normal volume but if your message was successfully sent to them it would have been answered as soon as possible. If you still need assistance, please send an email to customerservice@farfetch.com so that we may investigate.
Warm Regards,
Farfetch
I remind to you all NEVER SHOP ON FARFETCH.com. $#*!ing Website that try to sell something nice online. When you placed order they will claim that no stock. But they do the withdrawal. Send email they will only reply the same thing but not solution to customer. A week ago they claimed that have cancelled order and refund to me. Until now I haven't received a cent back. Check with my local bank I was told merchant didn't instruct bank to do any REFUND. What the $#*!! SCAMMER! I think they just try to attract customer to placed order. Eventually no stock ore. In this way they can use Customer money for other purpose! What a good way to use the money for rolling and without any interest back. Very smart way and $#*!ing PIG BRAIN FULL OF $#*!! Cheater Scammer. Email never reply... Don't buy here you will regret. Ignore those $#*!ing post and sale
Item! What service you have offered to
Your customer FF?! Website said very good term and condition. When something happened they give a lot of $#*!! A lot of nonsense. Where is my my money? I waited
For so long I didn't receive a single cent. And now I just have my right to $#*! YOU FARFETCH!
Hi Eric,
We are really sorry that you had such a bad experience placing an order on our site. On some few occasions, orders can be cancelled when the boutique finds that the item that was ordered became unavailable at the time that the order was placed.
I kindly ask that you get in touch with us directly and we will gladly solve your refund issues for you.
We look forward to hearing from you,
Thanks
Farfetch
My advice: don't go anywhere near this website. I ordered an Alexander Wang bag from them a few weeks ago. Unfortunately the stitching came undone after a few days, it clearly hadn't been finished properly at the factory. Assuming this was a rare occurrence, I contacted Farfetch and returned the bag for an exchange. This was refused, Farferch said it was a limitation of the designer and Alexander Wang don't provide exchanges, and a repair was the only option. I declined and requested a refund. This was also refused for the same reason, I was also told rather threateningly that if I did not agree to a repair, my return would be refused on arrival. I complained but Farfetch began ignoring my emails, when I rang they tell you they'll get back to you and don't. I looked on Alexander Wang's website which clearly states in the T&C's that on the rare occasion a product is defective they are happy to provide a refund. I've lost £622 of my money, and I'm seriously considering shopping this website to the media, people need to be warned about this website. I wish I'd read the reviews on here first, I'd never have ordered from them. If you're buying designer items and spending this kind of money, my advice would be to buy directly from the designer, or a well known store or site like Selfridges. Don't go anywhere near Farfetch..
Tip for consumers:
Do not use this website!
Dear Caroline
Thank you so much for taking the time out to provide us with feedback. We are very sorry that you were not satisfied with your shopping experience with us.
We are sorry to hear that there has been an issue with the Alexander Wang bag you have recently purchased from us. In case of quality problems, we would always review the item before seeing if it need a repair. Regrettably not all brands can supply replacements hence why a repair would have been offered. I do understand that you would rather received a refund instead of the repair. Please do contact us on +44 (0) 20 3510 0670 so we can discuss this option further.
Once again, we would like to apologize for any inconvenience caused and hope this does not deter you from purchasing from our site in the future. If there is anything that we can assist you with or you have any questions please don’t hesitate to get in touch.
Kind regards,
Farfetch.
May 31/2020 I order and paid $520.00 CAD for Fendi Bag Bugs Bifold Wallet. Order #BK4YN3. Jun 7 they send me a card holder in error. I returned it Jun 8. They received it and said my refund would be in 7 days. Five weeks, NO REFUND. No answers to my emails. Deceitful treatment to a loyal customer. BUYERS BEWARE - FARFETCH HAS A VERY BAD REPUTATION!
People, please save your money and DO NOT buy from this shop!
Total scam!
I added product to my shopping bag, price was ~266EUR, webshop offered extra 30% off and cost came to ~195EUR (nice, right?!).
I was able to fill in all the information, my contact data, etc.
I chose IDEAL as payment, and the second i pressed GO AHEAD, it gave me an error that something went wrong and i have to restart...
I did and price INCREASED with +100EUR... this is ridiculous, i understand completely that offers change and shop is allowed to change prices both in plus or minus direction, but not when your client in the process of buying something...
If i am pressing to check out, you cannot do it in the middle of my purchase!
This is just outrageous, same as if i would stand in the line of the shop and at the cash box, they tell that shop changed mind and now i have to pay more...
I was doing the whole procedure for literally 3 minutes...
NEVER AGAIN THIS SHOP, what a scam...
Do not waste your time nor your money with Farfetch. I had a very bad experience and wish I had read the reviews before I placed my order. In my case, I placed an order for a Fendi handbag on 12/6 and when the package didn't arrive within the 4 - 6 day timeframe I called Farfetch to get a status. I spoke with one rep who claimed he would email the boutique and get back to me within 24hrs, well he never called me back. I then started calling daily for a status and was told the same thing each time, that someone would follow-up with the boutique. Finally on 12/17 I received a call from Robert telling me that there was a problem with the delivery (I have no idea what the problem was since tracking never showed the package even being in transit) and that I would receive a full refund by 12/21. Knowing what my experience has been like up until now I called today to make sure I would receive my refund by tomorrow and was just told the refund was not even in the system yet. I don't know what is going on with Farfetch but they really need to get it together. I was just told that the refund will be submitted today, obviously the thing about having it by 12/21 was a lie. Farfetch if you read this my order number is REFB and I want my money back asap!
I was about to purchase a bag for $1,300+ and after reading your reviews, I have nixed any thought of making any type of purchase from them. Thank you so much
Hello Maxine,
Thank you very much for taking the time out to provide us with your feedback.
First off, I would like to welcome you to Farfetch, and we are more than happy to have you as our valued customer.
Farfetch represents more than 400 hundreds of independently owned boutiques all over the world. I assure you that you will always find something you would love, and we will make it sure that you have the most satisfactory experience shopping with us.
If, however, for any reason you are not satisfied, we would love to help you and by finding a satisfactory resolution.
If there is anything that we can assist you with or you have any questions please don’t hesitate to get in touch.
Kind regards,
Farfetch
Delivery Of half an order does not constitute service so much for your grand plans of silver gold and platinum customers have you ever thought of catagorising your service standards too
Tip for consumers:
Don’t use them
Products used:
Suit
I'm a new customer on Farfetch I recently downloaded the app as I needed diesel sneakers and they had them on sale - I ordered yesterday and money was debited immediately a few moments later I receive an email stating that my order is canceled they were unable to varify payment How? Cause the debited the money already and I've been reading all these reviews and I'm afraid I'll loose my money too- this is a very bad first experience I'll never shop with them ever again- they say on the email the will return my money within 14days and I pray and hope they will I'm never trusting anything with this site!
Tip for consumers:
It’s a scam Don’t bother using them , they will cancel your Oder few minutes after purchasing I’ve been emailing them no response
Products used:
I did not get any
I bought a Bottega Veneta loop handbag that was too small to fit my phone and poor quality (the leather was peeling) so I promptly requested a return and sent it back. A few weeks passed and I never got my money back. I contacted Farfetch and AFTER A FEW WEEKS of keeping the item they found a damage on it and refused my return! Apparently it was shipped by some small boutique in Italy not a BV warehouse directly that I wasn't aware of! The attached photo is the boutique evidence, they circled a half of the bag as "damaged" and sent that to Farfetch to SCAM me. Fortunately I took a photo of the bag after I received it and it has the same defect (peeling leather paint) they accused me of! Currently in the dispute process with my bank, fighting to get my money back. STAY AWAY
Tip for consumers:
DO NOT USE - buy from a trusted merchant based in the US
HORRIBLE! I HAD TO SUBMIT MY ORDER TWICE BECAUSE THE COMPANY COULD NOT ''VERIFY'' MY CREDIT CARD DETAILS, REGARDLESS IF I EMAILED THEM NUMERUS TIMES COPIES OF MY PERSONAL DATA. THEY ARE UNPROFESSIONAL AS THEY COME! THEY REFUNDED MY CREDIT CARD TWICE AND THEN APOLOGIZED! STAY FAR THEY ARE A HASSLE!
Hello Janessa, we're really sorry to hear you weren't happy with your farfetch.com experience. We are extra careful when new customers place orders with us to protect both them and us. Here at farfetch.com we want to make transactions as secure as possible but we understand that the process can be frustrating. If you would like us to discuss your experience further please call us on +442035100670. Thanks, farfetch.com.
I purchased a bag for over $1200 AUD. Received it really fast but was missing a strap (the bag is meant to come with two detachable straps as standard). I contacted Farfetch via email (no response) I ended up calling them. They apologised and then told me they would get in contact with the supplier for them to send out the missing strap. They then contacted me again to let me know the supplier does not 'have that strap anymore' so we can't offer it to you. They told me the best they can do is a partial refund. I informed them I want the strap as this is what I have paid for. They informed me there is not much more they can do and kept saying sorry and that was it. They are not going to source another strap for me. The refund they are currently offering me does not cover the cost of the strap to purchase separately if I was to source it myself.
Not helpful at all, no consideration for their customers especially when we are spending a lot of money with the company. Second time I have ordered from them and it has been wrong/incomplete. Their customer service team does not care and when the case is escalated to management they do not do anything.
Dear Grance,
We're so disappointed to hear that you were not satisfied with your recent Farfetch experience and we thank you for sharing your feedback with us.
The service you described does not reflect our luxury standards and we sincerely apologize for any inconvenience.
If you still need any assistance, please send our team an email at customeroutreach@farfetch.com so we can investigate. We're also happy to address any concerns or review additional feedback you would like to provide.
Warm Regards,
We have over 2,000 designers to choose from, all with fast delivery and an easy checkout. Designer clothes, shoes, bags & accessories from all over the world.
Hi N. S
Firstly, we are incredibly sorry to hear about the disappointing experience that you have had with us. Please accept our sincerest apologies for the level of service that you have received which is far below our standards. We would like to stress that these kind of issues are far from a regular occurrence we us. Offering the best possible customer service is one of our highest priorities.
We are eager to resolve this issue for you and to find out how such an upsetting incident could have happened. I kindly ask that you contact us as soon as it is convenient for you so that we can assist you and put this matter right. We very much look forward to hearing from you.
Thanks
Farfetch