Farfetch

Had a terrible experience ordering from Farfetch. I purchased a Coach bag for over $500, and when the package arrived, the box was EMPTY. To make matters worse, one side of the box was tampered with.

I immediately reached out to their customer service, hoping for a quick resolution. Instead, I was told it would take 15 days to investigate. After waiting two weeks, they came back and asked me to provide surveillance footage or detailed courier information—both of which are nearly impossible for a customer to obtain.

Their lack of accountability and the burden they placed on me to resolve this issue was extremely frustrating. For such a high-end retailer, I expected far better customer service and security measures. I'm now out over $500 with no resolution in sight. I will NEVER shop with Farfetch again and would caution others to be wary of their poor handling of such serious issues.

A recent incident involving Farfetch has raised concerns about their credibility and reputation. In December, I purchased a Gucci bag through their platform, which arrived without certification, and the serial number engraved on it corresponded to a different product. I reported the issue, returned the item, and requested that they investigate the seller and take action. Despite sending over 10 emails and making regular follow-up calls asking for clarification on their authentication policies and seller vetting processes, I received no clear response. Instead, they simply returned the item to the seller and refunded my money.

Farfetch appears to lack a robust policy for verifying the authenticity of products sold on their platform, as well as clear guidelines on how they select and monitor sellers. Their approach to handling complaints was disappointing—they merely contacted the seller to ask about the item's authenticity, which is not a reliable method. This incident has highlighted significant flaws in their processes, raising concerns about their trustworthiness and damaging their reputation.

I warn against shopping Farfetch. I was a gold membership and was everything fine but this christmas i orderd something and somone stole my order. The Farfetch told me that on their side was everything perfectly fine, so they cant do nothing abut this. Like i saw later someone opened the envlope and closed with option for return. This company is a circus when it comes to the safety of parcels. Dont waste your money, even chinese aliexpress delivers good. You can buy something for few thousands and you can see nothing. They dont have tools to check what happend with orders. Like i see im not the first but this is happens often. Maybe this should be case for police.

Big customer of Farfetch and never experienced such terrible customer service till now. I ordered 2 pairs of shoes on 1/15/2025. Received both in a timely manner, one pair was awesome, and I kept, and the other pair was too tight, so I put them right back into the shoe box and shipped them back. I receive an email below regarding the return. "We're contacting you from FARFETCH. There's an issue with your return We've received your return, but unfortunately, it arrived in a different condition than when it was originally sent to you. Specifically, the brand box arrived damaged. For your reference, we've attached a picture showing its condition upon arrival. As per our Return Policy, which you can it and it will be shipped back to you. Tracking number: We appeal to your understanding and we're sorry for any inconvenience this may cause. If you need anything else, contact our global Customer Service team." Please also see pictures attached which they are referring too. When I received the shoes, I did not even take the shoebox out of the shipping box, I lifted the lid off the shoe box and tried them on, so there is no way I would even notice the condition of the shoe box when I received it. They also stated their policy which reads "Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included". But nowhere in their policy does it state they can deny a return if the SHOE BOX was damaged, but that is beside the point. Farfetch is clearly putting their vendors first and their customers last, itis very clear. I already received a tracking number of the shoes being sent back to me, no time for the customer to reach out and tell you this is not my fault? This is absurd.

Please don't lie, you returned my parcel because of your pricing error on the website. I have information from UPS that the sender reported the return of the parcel, thats why I did not receive it. Today I reported the whole case to the Office of Consumer Rights and an e-mail from UPS, which clearly states that the sender returned the parcel - you lie even in e-mails. I hope that they will impose a fine of several million on you - and I will certainly commit to this, together with all the other people to whom you did the same thing - be ready.
In the same way, I'm starting to give you negative opinions on trustpilot and Google - negative opinions will be massive.
I also attach evidence from UPS to my complaint, you already have a total of over 50 complaints from Poland.

You are cheaters, liars and you can't even come to terms with UPS because they say one thing and you say another.

Farfetch makes you make fake comments and says they will give you money, when you do they ask for money, these are all illegal and fraudulent.

CLEARED ACCOUNT HISTORY AFTER LARGE PURCHASES SO THERE IS NO WAY TO TRACK OR RETURN. I HAVE A VERY EXPENSIVE FAULTY ITEM WITH NO WAY OF GETTING A REFUND OR RETURN AND CUSTOMER SERVICE DO NOT RESPOND. DO NOT BUY FROM THEM, THEY TAKE YOUR MONEY AND YOU'LL NEVER SEE IT AGAIN.

My daughter bought a pair of sunglasses and she received a "faucett " unbelievable! What is that? A kind of joke? They made their "Investigation " and of course they determined that everything was legitimate and they won't refund the $280.00. Never again!

I bought these red moschino shoes from farfetch one week before my wedding. Received with a scratch, was asked to return them but they couldn't promise I get the same ones on time. I requested 25% compensation since that was the price to fix the heel at the shoe master. After 10 emails I was offered 12.50 euro. The price of shoes is 250 euro. After another 20 emails and manager Magda involved, they offered me 25 euro, which is not enough to fix the heel and they wouldn't be able to sell them with such flaw. Had to leave the shoes due to the tight time frame and wear them on my wrdding day. Will never use this site again. Shame on you, Farfetch!

I absolutely do not recommend shopping at Farfetch. I ordered a Gemy Maalouf dress for 2,022.00 Euro. I put it on once, but it didn't fit me. I put it back in the box and returned it. The dress was sent back to me, without much prior notification because according to them the dress was 'dirty in the lower back area and has pulled threads in the chest area.' I knew that couldn't have been me as I have only tried it once, so I complained. The Customer service team either ignored my arguments or dismissed me with 'We're sorry, we can't offer you a solution this time.' I have asked the Customer service for their manager's contact, but have been ignored each time. I simply wanted to have a discussion about the situation and their complete lack of professionality, but their dismissal and ignoration of the entire thing just proves me right again.
I suspect the dress has already been sent to me faulty. I hadn't checked the dress when it arrived as they pride themselves to be a luxury brand seller and now I regret it. I will never buy anything from them ever again and I recommend you don't either. Horrific, unprofessional and careless behaviour from Farfetch to their shoppers. Zero respect to their customers.