Farfetch

AVOID! Worst shopping experience EVER! Due to THEIR error on the web site (incorrect description), I returned an item. They refused to refund me for the purchase after several calls to customer service and I am out $$$. THIEVES and SCAMMERS!

Bought jimmy choo shoes.
1 black shoe is missing.
How to wear?
Paid for a pair only get 1 shoe?
Farstretched response not possible their mistake?
Buy at your own risk. Regretted to buy from them.

I had received a shirt that was damaged. They would not accept a return even when I sent photographs of the damage. This store is not worth your money or time.

I haven't received my order for more than 3 weeks because you can't find where it is. I can't even cancel it. So. It's the last time i'll shop at Farfetch!

I was shopping on farfetch last night and as it's having the 20% further discount thing their website was easy to crash. So when I was using my phone waiting for the discount code to be applied (anyone shopping today should know how slow it is), it just directly jumped to make the payment even without the discount! Maybe it was because I was clicking on "add the code" impatiently as it didn't work and wrongly clicked on the payment part. What more astonishing was, as I had shopped on farfetch before using my paypal account, they didn't ask for my paypal password but directly charged me! And the shipping address is wrong in the order as I was just trying to know how much will be the price after the payment. I searched their website and found they say the order can be cancelled before processing by the seller. But no one pick their customer service phone so I had to send an email to them stating my horrible situation, requesting to cancel the order, and I sent twice. To my disappointment is, I received no reply from their customer service team after I wake up this morning and my order has been in processing. Swear I will never shop with them never ever again. And I'm wondering will there really be anyone handling our problems after we write our reviews here (although they do reply here). Even no one is dealing with the customer forms send to them on their website but they are trying to enact their "hospitality" here.

Obviously who ever gives this site 5 stars gets paid for their review! It is absolutely the worse shopping experience that I have ever encountered in my life! They are claiming i damaged a dress and i know i for a fact was not damaged! The manager Jerome and the boutique unanimously decided that they will not issue a refund because the dress was damaged! Im currently seeking help from an attorney to fight this charge. NEVER EVER EVER ORDER FROM THEM! ITS DEF A SCAM!

Hey Everyone, stay away from these guys. I purchased a Silvano Sasettin shoe that was described as Shell Cordovan on their website, which turned out to be false. When I called Farfetch, they promised me it was Cordovan. After delivery, I thought something was off, so I contacted Silvano Sasetti and they admitted it was not Cordovan. However, both Farfetch and Silvano Sasetti claim they cannot control the vendor's descriptions on the website. Of course, no refund despite the inaccuracy.

I tried to purchase 2k worth of clothes and at first the payment didn't go through on the website so I called them and I purchased the stuff on the phone, they sent me an email to verify my info and after I sent a photo of my passport and credit card, they cancelled the order, I tried for over a week to buy the clothes and I called them every day because I ordered the stuff to go on a vacation and I was looking forward to have them.
They wanted me to do a bank transfer and put on hold 2k from my account until they would get the money from the transfer even though I havent received back the original 2k from the order the cancelled and it has been over a week. This people are very incompetent and I'll sue them if I don't get my money back.

I bought a 150 euros D&G wallet at Farfetch, the order was deliveries correct, instantes using the wallet in 1 week of use the wallet the sign written D&G started to desapear. I contacted customer service right away, and share the pictures with them to prove what was happening. The customer service team it's "processing" the case over 2 months now and don't come out with an answer, even tho they are the ones who sold the fake wallet, they don't take the responsibility of it.
Watch out, DO NOT SHOP THERE, if something goes wrong, it's going to be on you.

Someone stole my credit card (Amex) and purchased $527 worth of merchandise on this site. I have e-mailed several times and Amex has reached out to them and no one has responded in 2 months.

I purchased a Lanvin mini shoulder bag from Farfetch, actually it's from a boutique in Italy called Cumini.

The item didn't come with an oringinal dust bag. Therefore I sent email to Farfetch. Unfortunately the boutique refused to send me the dust bag and they insisted they sent me one already.

Super upset. They didn't send me a dust bag but why they refused to send me the oringinal dust bag? It's super weird that they stated that they item is authentic but failed to send me an original dust bag? Why?

This s unacceptable! :(

European boutiques using Farfetch seem to hide behind the website and as they do not really deal directly with the customer, they will hide behind the wall and not provide any sort of service if there is an issue.
More often than not, the items sent out are damaged or soiled or have defects of some kind.
Even if they admit the defect was known at time of shipping, they will not refund your shipping if you return the item.
Neither the boutique or Farfetch will take responsibility.
If im interfacing with Farfetch, i expect something from Farfetch, as they are the representative. They will not provide a direct contact with the boutique yet will happily use the 'its not our fault, its the boutique's fault' line.

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Update here in response to Farfetch contact below (as there seems to be no way to respond):
Oh please
Stop posting you canned responses to every bad review you get.
I only posted the review HAVING ALREADY contacted your representatives.
You cannot judge a company when things go well, you can only judge them on how well they handle the case if there is an issue.

I do not see why i have to pay for original outbound shipping if the boutique had already admitted to the knowing of the defect but had decided to send the item anyway.
If the boutique and you both refuse to refund on shipping as this is through no fault of my own, then this is how i judge you.

I purchased a dress via Farfetch on line. Dress arrived in 5 days as promised. Dress did not fit. I contacted Farfetch to return and that is when the fun began. First, I was told to drop off the package at any DHL location - so I asked for locations near me and was given two sites. I went to both - both informed me they could not accept the package and that I was not the first person to be given this misinformation. I arranged a pick up through DHL two days later. DHL picked up the package. For the next two weeks, DHL called every other day to tell me they could not deliver the package without additional paper work from Farfetch because the value of the package was more than $3,000. Each time, I called Farfetch, spoke with Brittany, who assured me she would take care of it. Eventually, DHL returned the package (completely shredded) to me. I called Farfetch again, sent several emails, begged Brittany to provide the needed documentation. Brittany told me she was about to go on vacation and could not take care of this. I am now going through American Express to try to get the refund. Do not shop here unless you are 100% confident you will never ever ever need to return an item.

Ordered a YSL card wallet as a gift. 2 days of use and the YSL logo has completely worn off. Returned the item ( 5 days from when it was delivered) and was told that they had received other complaints about this item being faulty and to expect a full refund. Refund was issued however minus the shipping fees. I contacted customer service to ask them why I should cover the shipping fees of a faulty item. Not only did I have to go to the hassle of returning the gift but also I have to pay for it? The reply I received back was that as it had been used they had already made an exception to accept the return and therefore they cannot make another and refund the shipping. We found out the product was faulty because we had to use it and had it not been faulty we had no intention of returning it. 2 days of normal use for a designer product the label should not come off. It was returned 5 days from delivery and as stated from a customer support agent they were aware from other customers of this faulty issue. It's unacceptable that the customer should have to cover the shipping costs for a faulty product. So now I'm left with no gift, hassle of returning the item but also have to pay the shipping costs

I spent $400 on a top which did not even fit properly. I asked for a refund, they sent their DHL courier to collect it and I never got my refund or reply why! Once I made contact with them via email, they claimed the top was not in its original condition and sent me photos of damages which they claimed I made on the top. I emailed them to say these were made upon them receiving the top and never heard from them again. I am in the process of hiring a legal representative to get my $400 back! DO NOT USE OR BUY FROM FARFETCH! It is a SCAM.

I ordered some shoes off their website. They were never delivered. FARFETCH REFUSED TO submit a claim to FedEx and told me it's my loss. I contacted FedEx they said the company refused to submit a claim, to go to the local police and file a police report. I'm literally fighting to get my $820 back. DO NOT SHOP WITH THEM! I promise you will regret it!

I resieve 2 bags from 3
And the 2 bags acts as one bag you didnot give me any prove that i resive gevenchy so I cannot rate it or return it, the package is bad, the bag get some distort in shape, no material put to fill the bag, so the shape change

Wrong item sent! Nobody gotten bk to me on the shipping refund after several emails chaser! Totally irresponsible! WILL NOT Recommend farfetcg to Any of my friends!

For God's sake, DONT BUY FROM FARFETCH. Their refund policy is a joke. Risk your money waiting for a refund which is not guaranteed even tho you follow all steps strictly.
I received my item and not happy with it, and immediately arranged DHL pick up on the next day. Thinking 14 days are enough for the shipment and that I have followed the steps strictly, THE SHOP DO NOT PICK UP THE RETURN. They let the parcel sat alone in their local custom (airport), not providing the required documents to clear this out. I contacted a Farfetch CS, being told that they try to push the shop to collect the parcel but MY REFUND IS NOT GUARANTEED! God damn it? Is it the way they refuse a refund, by not picking up an unwanted item?! This website is a spam!

I would like to share my experience to warn potential buyers from buying goods. I purchased MANEBI espadrilles a month ago. Two days ago I worn them first time and today. I realised that one shoe is bigger than other and keeps sliding of my foot. I cannot walk. They sa it's handcrafted but clearly not to the same measurements. I contacted farfetch today to open my case as I became very upset about my faulty shoes. They told me that I might w as it till 4 months for the issue to be resolved! And the company will decide if to repair them. Maybe refund. I'm happy to have them to be assessed by company indeed but 3 month await for sth what is faulty and it is not my fault. Gosh Farfetch describes themselves as a luxury brand! Customer service and tights are appalling! And nothing to do with luxury brand. I worked long time ago st selfridges studied luxury brand management st London college of fashion and this is beyond real … I encourage you all to shop st Flannels or go to selfridges Liberty or any department store to look at quality and fit of the product especially the shoes. I will never buy again from this website!

This was my first order with Farfetch. I ordered Saint Laurent sunglasses, and can tell that they have been used and worn, as there were scratches on the frames left and right side. I am just so utterly disappointed with Farfetch and the boutique that had sent my item because it was so carelessly packaged- no Farfetch logo sealed sticker like how I've seen other's when they get their order from them. It was as if they could hardly careless about sending this out. My first and last time ordering from them. If anyone is reading this and want that luxury feel of opening a high end item, I'd say your money is better spent somewhere else other than this place as it's a third party that outsources luxury items, yet you don't get that luxury feel when you get your item on hand when you order from here. Instead you'll just be disappointed. I didn't even bother trying to return this $#*! because I don't want to deal with a headache of sending something back in the hopes of me "possibly" not getting my money in return and at the same time I don't have my item. Just very very disappointed and underwhelmed from this place. All the good reviews are the rare occasions of when some of their associated boutiques are doing something right.

I ordered three pairs of sneakers on 6 August, which I received quite promptly. I contacted Farfetch to organise the return of two pairs of sneakers as they didn't fit. It's now 11 September and the shoes have still not been collected due Farfetch failing to provide me with complete mail labels on three occasions, a failed pick up by the Courier company (DHL), a then 30km round trip to DHL to return the shoes directly to the Courier, who refused to take accept them as the paperwork from Farfetch failed to include forms for Customs. I only received the completed paperwork two days ago and the Courier failed to collect them today. I have had excuse after excuse from Farfetch and I desperately want to get rid of the shoes so I can get a REFUND which I'm entitled to. This has wasted so much time and created so much stress. Farfetch? NEVER AGAIN

I have had the same bad customer experience as most of you and yes, wish I'd read the reviews before.

I am massively frustrated that I have effectively had to hand over £70 to UK Revenue & customs just because I was taking a punt on a $230 dress that might suit me for a wedding (it arrived and was see-through - not part of the description, and therefore returned 'free' but with me £70 down).

For customers - use this site if there is something you KNOW you won't want to return and are willing to pay hidden costs such as import tax on to get it.

For Mr FarFetch as a young company wanting to improve:
- please can you make it MUCH clearer to customer the exact duty they will be required to pay at checkout - not doing so is totally misleading from my experience of being a customer.
- please can you give as much detail as possible regarding the product, and hold the boutique accountable for this (as per ebay)
- please can you be clearer about your role - effectively as an aggregator it seems at the moment. You say on the website orders will come from different boutiques but it was not clear to me that after this point the consumer would be stuck not knowing if you or the boutique or neither would take responsibility/be the contact. Your 5 day return policy does not give much time to sort this out if it involves government import/export.

I e-mailed my frustrations to your contact but there was no comment on the above, but general apologies and confirmation I had been refunded on the 2 dresses I ordered and sent back through your free refund policy. This riles me still as it cost me £70 to receive them.