Farfetch

Оформила заказ, оплатила ускоренную доставку. Одну вещь вовремя не отправили. Обратилась в службу поддержки, никакой реакции. Вещь оставили у двери. Никого уже по адресу доставки нет. Как оформлять возврат и где она вообще - непонятно. Служба поддержки молчит 5 дней.

I would caution anyone thinking about making a luxury purchase online to steer clear of Farfetch. The company is an operational mess, they charges a premium compared to other sites, and you will be left dealing with lost returns and high mark-up and shipping fees. The bottom line is I would never deal with this company again, and advise everyone I know to take our business elsewhere.

The company sources inventory from "boutiques", i. E. other e-commerce sites around the world. But because of their poor management and irresponsible customer service, the business model creates significant headaches for the customer:

1. Items can be shipped directly from third parties, and there can be multiple return labels with conflicting information. This creates a logistical nightmare: return labels are not linked to orders in Farfetch's system in any way or form, and when packages get lost, Farfetch will happily deny any responsibility even though the customers are following instructions provided. I personally had to swallow a lost return package for $800 even though I used the return shipping label included in my package, because Farfetch did not have it on records and they deny ever receiving the return back. Customer service dragged on this investigation for two weeks at the pace of 1 email a day, providing boilerplate responses that go in circles. In the end, it's a small price to pay to learn never to deal with the company again, and I want this to be a cautionary tale for anyone looking at buying there.

2. I don't really understand why Farfetch needs to exist because their "boutiques" are typically other well-known e-commerce sites, e.g. Stadium Goods, Tessabit. Farfetch charges a premium if you purchase through them, whereas you can just make the purchase directly through the other sites at a cheaper price, with free shipping, and without the logistical nightmare discussed above. It seems that Farfetch are inserting themselves into the process without adding any value or providing any benefits to the customers, which is mind-boggling to me how they are still in business. Even when they are treating their customers in a shady way to squeeze margins, they are still losing money hand-over-fist if you skim through their financials.

I intended to purchase a Canada Goose jacket for myself and a Moncler jacket for my wife as a New Year's gift. After browsing online, I came across Farfetch and added selected items to my cart. Subsequently, I received an email confirming the availability of the items with a discount incentive for immediate purchase. Consequently, I finalized my purchase on December 17th, with a promised delivery date of December 27th, a 10-day delivery window that seemed reasonable for European shipping.

However, I later received an email from Farfetch indicating that the Moncler jacket, previously marked as available (as confirmed by another email), was, in fact, unavailable. They proposed refunding my payment or offering an alternative product. I opted for a refund, intending to buy locally in time for the New Year. Concurrently, Farfetch informed me that the Canada Goose jacket was being processed and would soon be dispatched.

Simultaneously, I received another email from a different boutique stating that my Moncler order was processed and set for shipment the next day. I promptly requested a cancellation and refund from this boutique. They acknowledged my request but failed to provide any updates for four consecutive days.

Since then, despite my daily email inquiries, I have neither received the ordered items nor obtained a refund. Additionally, the responses from Farfetch's customer support have been inconsistent. One representative claimed the refund for the Moncler jacket was processing, while another insisted it was already shipped.

Furthermore, the Canada Goose jacket, initially scheduled for delivery on December 27th, remains undelivered, with no concrete updates or tracking information available. According to the app, the Moncler order appears canceled, while the Canada Goose order is still listed as "preparing."

Regrettably, I have yet to receive the Canada Goose jacket despite having paid for it 11 days ago. Conversely, the Moncler jacket, according to shipping information, may arrive next week. However, I remain skeptical due to the conflicting information provided by Farfetch's customer service.

Their inconsistent and unresponsive customer support has left me frustrated and out of pocket by over €3,000. I strongly advise against doing business with them based on my experience.

Absolutely the worst service I've ever received in my life! I bought designer shoes over 3 weeks ago and was advised latest I'd receive the shoes was 7 days ago. I still don't have my shoes that I ordered for NYE! I did the courtesy call of calling DHL to see where my package, which I was advised Giuseppe Zanotti needs to arrange for the parcel to actually be picked up by DHL from their store. So, I Called FARFETCH immediately (over 7 days ago) to advise them what I've been told and what needs to be done. I was calm about it, actually overly nice if I'm being honest. So I called back 2 days later to make sure my message was clear and understood as I still couldn't see the parcel had been arranged for pick up and based Off another discussion with DHL, apparently it was misunderstood.

So I let them know I was pretty frustrated now and wanted it sorted immediately. I was told someone will call me back in a few hours. I waited 3 days as I know it's a busy period, no one had called me back yet... So I decided to call back again, this time extremely angry.

I warned the lady I was quite frustrated and that it was probably best I speak to management straight away as I didn't want to take it out on her. Instead, she decided to give me attitude back, abs no management was available to take my call. Clearly the agent hasn't been trained properly in how to handle difficult calls because she asked if I just wanted to cancel my order? No honey, I want my shoes that I already paid for over 3 weeks ago. What a way to piss off an already irate customer as it was.

I requested someone fix the issue now and call me back… after being on the phone for almost 45 minutes, put on hold twice while she was looking for a manager only to come back abs say no one was available. It's another way of saying "we have f**ked up really bad and don't know how to handle this call. Lack of support from management for their staff too, let them to take the call for your lack of doing as a management team. I got an email from management but no call. I got the email over a day later, cheers. Email basically saying it's been escalated, whoopty doo, I could do that too.

Farfetch should have done everything in their will to get MY shoes to me, but they didn't and haven't. I am beyond angry and will never use their service again. Absolutely disgusting service.

I live in the Czech Republic, by all means it is not a third world country, on top, it is the EU, isn't it...
I placed three orders with Farftech in May 2019 and all of them were cancelled immediatelly. Their reason was that the payment could not be verified at the card issuers. So I called them a)DINERS and b)CSOB and they both confirmed, there is no problem on my/their side, but that Farfetch cancelled the payments.
So I called Farfetch support by phone.
It is listed as an UK company, but all the names of their support sound Eastern European. Anyways, the lady said, that she will switch my account into manual check.
So I did place the order AGAIN.
And the next day I have recieved an email from their support again, that they MUST VERIFY me and I must send them COPIES OF MY CRDIT CARD AND of my PASSPORT!
Hello? Is this normal?:-D! Are we in 21st century?
I am frequent customer of MyTheresa, Louisaviaroma, Yoox, Net a porter, Amazon, but NOONE EVER asked my to send them by email COPY of my passport and credit card!
By doing this, FARFETCH qualifies for me now as a fraudulent company. They referred me to their Privacy policy (GDPR) but there is NOTHING about the fact that you can be asked for sending copies of passport and credit card!
OMG