Farfetch

I have made a few orders from farfetch and they went smooth. I recommended the website to many of my friends. I didn't believe the bad reviews posted online, until it happened to me!

It started from receiving a wrong item. I purchased a white silk Michael Kors Blouse online. The photo and description both show the colour is white, but I received a black one. Item was returned on the same day. I was going to close the bank account that I used to pay for the item the next day.

I called the customer service on the same day the blouse was picked by DHL, and asked if the refund can be credited to my account instead of refund to card. The answer as positive, so the next day bank account was closed.

I have waited until the order was updated to "refund processed"- but no store credit was received. Called the customers again, and was informed it was sent back to my bank account. OMG, that was not they confirmed to me earlier!

My hard journey has all started there, I then contacted the bank, the money was received but no account, so it was rejected back the the sender - I found out only the blouse was refunded not the shipping fee. I contacted Farfetch again and confirm the shipping refund will be shop credit this time. Answer was yes again. However, no credit received. I had to call the bank again and finally last week, I received a bank check of $35 shipping fee. The money I paid for the blouse has never received!

It has already been few months since the initial purchase. I have then sent many emails to customer service and beg them to check if the merchant has received the amount rejected by the bank. NO REPLY received! My money is still in the air or with the merchant!

I consider FarFetch as a decent online shopping website and sell top quality products, but I have to say the level of customer service provided by Farfetch cannot justify the price of the products.

Here is a list of bad service from Farfetch:
1. Order not checked - wrong colour item posted
2. Cannot do what they promised - give shop credit instead of refund was confirmed but wrong action twice
3. First refund was only the product no shipping refund as promised in the email
4. NO reply from customer service

I will not shop on Farfetch until the matter is resovled and hopefully there are more people aware that they are buying luxury items on farfetch with a risk of experiencing very poor customer service!

Overall good to good service and good staff! Certainly recommend service...