Farfetch

I ordered a pair of boots, 400£+, paid for delivery etc and on the day the boots were supposed to be delivered to me I just saw the UPS truck turn around and leave my street without stopping. Then the status of my order was changed to "Refused to accept the order. Had not placed order. Returning item to sender". I had paid 400£ for these boots, I sure wanted to have them and had not entered a random street address either! I immediately contacted UPS to check, sounded like it was a mistake on their end. They said they were ordered to hold the goods and eventually to return them to sender. Sure, on the evening when they were to be delivered, 7 days after I had placed the order, they miraculously decided they want them back. I spoke to Farfetch, they said the issue was with UPS. Got back to UPS - the issue was with the sender. You can guess how this ended - boots got back to Italy and I was only refunded the amount of the item, not the shipping cost. I had to chase the support person to have them refund the shipping as well.
But that's not where it ends. A few days ago I decided to buy a pair of trousers. Placed the order, paid with paypal, all good. 30 minutes later I received an e-mail that the order was cancelled. Tried again with my card - same thing. I had opted for boutique delivery, so I decided to try and have it delivered to my door instead. Tried again with paypal payment - cancelled. Card - cancelled. I waited for a day, then asked my friend to pay with her card and see if she will be allowed - cancelled. During this period I spoke to a few support representatives and they said my payment was refused. Well, I had just used that card to buy x-mas presents and had had no issues whatsoever. Farfetch also refunded a few payments, which means they were actually completed. Last time I spoke to support, they mentioned their "goods are expensive and they need to make sure billing address is fine". They said in order for my payment to go through, I would have to send a copy of my credit card and a utility bill. Not only did I not receive my 400£+ order, but I had also been blacklisted! Awesome service, Farfetch! I currently have more than 1000£ being blocked by them and it is Christmas time, so this makes it even more ridiculous. Don't ever buy from them, horrible retailer!

DISCLAIMER: I have never left a single review for any other retailers I shop at. This is truly a horrifying, frustrating experience that I have never ever run into in my entire life.

HORRIBLE CUSTOMER EXPERIENCE: 1) I tried to return a package and selected the time window for DHL pick up. The window is always 3 hrs. So I picked 5 pm to 8 pm. Guess what? DHL does not work during that time! And guess what? Farfetch does not let you modify the pick up time! I'm stuck with re-scheduling with DHL and explaining the whole situation with them because I don't have a DHL account. 2) Finally the package was picked up. Guess what? It got to the DHL warehouse and they told me the shipping label is faulty, when scanning the bar code nothing came up and they cannot ship it. DHL asked me to get a new shipping label. Now my package is stuck in their warehouse for 1 week because Farfetch still hasn't got back to me.

SCAMS:
Farfetch is an online platform that supports boutiques to scam people. I order a pair of Prada booties, the sender is some random boutique I've never heard of. The boots are SO STIFF and uncomfortable, and I cannot even put my feet in.

So I shipped back everything including the box, the wrapping paper, the envelope with all papers/receipt in it and only tried on the shoes for 5 min in my bedroom because they are too small for me.

They falsely accused me of returning a package in a "bad condition" just so I HAVE TO KEEP IT. I have never been this wronged and framed in my entire life. I cannot believe the injustice I'm receiving and they are not willing to provide any proof or details. Just a generic returns policy and "we cannot accept it".

After reading the reviews below, I'm come to realize that 1) how does Farfetch make sure these are REAL from RANDOM BOUTIQUES? 2) This is a SYSTEMATIC SCAM where they sell fakes to you at real price, and make you keep the items.

HORRIFYING.

FREE SHIPPING SCAM: this is straight forward, NOT FREE.

I have been placing orders through Farfetch for a very long time, I have Platinum status. And for the first time I faced such an unpleasant situation, which made it possible to feel a complete lack of customer protection on the part of Farfetch Russia, a complete lack of desire to help and understand the essence of the problem on the part of Farfetch Russia employees. Everything in order.

I ordered a Tag Heuer x Supreme stopwatch at Farfetch in June. Delivery was carried out from the Stadium Goods boutique (USA). The courier brought the order - the box was intact, without traces of opening at any stage of transportation. And what was my surprise when inside the box I discovered the absence of a stopwatch and a neck strap for it. Everything else was in place - the box, instructions, return documents. I called Farfetch straight away, then emailed them photos of the content. The support representative promised to investigate the situation. Then a month of waiting and I receive a letter stating the refusal of compensation due to the fact that the boutique announced that it had put the goods in the box, and DHL representatives said that the weight of the parcel did not change during transportation. I was not provided with any evidence that the boutique put the goods in the box. The fact that the weight did not change during the transportation is logical, since I received what was sent from the boutique and the shipment was not opened during transportation. The weight of the package I received is 600 grams. The same weight is used in the DHL system. This is just the weight of the contents without the stopwatch and neck strap. If the boutique had put a stopwatch when sending, then the weight of the parcel would be about 200 grams more, that is, about 800 grams - even a schoolchild can understand this. But the "specialists" of Farfetch Russia did not want to delve into the essence of the problem, even after the repeated appeal and sending them a video with detailed weighing of each attachment from the package and the whole package. After another month, they also sent an unsubscribe with a refusal to compensate, in which they did not even bother to indicate the correct weight - instead of 600 grams, which appear in the DHL system, they indicated 1300 grams.

The conclusion from this whole situation is the following - when making orders through this service, always keep in mind that in the event of any serious problem, Farfetch will not attach any to solve it.