Farfetch

I ordered what I thought was a relatively low priced item (sub £100). However due to problems with my debit card they wanted me to send a copy of my passport and/or card that I ordered the product on to them.

I called, suggested I give them another card - however they said they had to get a copy of these documents and another card was no good. Turns out there is no problem with my card - they simply ask all new customers for these documents.

I work for a large data protection company and when speaking internally my colleagues are all flabbergasted that a retail company would ask for these details and I was advised in no way should you ever provide these documents unless by banks/government or at a stretch travel agents.

Unfortunately they already took payment even though they were never going to send the products without personal documents. From a user experience perspective this should be made apparent on the checkout page.

So now I am awaiting the refund of the amount. Terrible experience - from a marketing point of view if a company is providing a premium product/price range, the service needs to reflect the increased cost to the consumer. Otherwise there is no point in paying the premium as the value is not there for the end user.

In this case there is no added value of utilizing farfetch as far as I can see.

Shame, the site looks good

I shopped 8 days before Christmas and received only 2 items over 3. The 2 items I received were good, but it is no worth shopping also because at the support service they do nothing to help.

These guys are fraudsters, avoid at all costs.

I cannot comment on the quality of their products, but the review is based on my experience dealing with their support and finance team.

Last week I had my bank card details stollen and a few orders were made on the FarFetch site using it (three orders, made using PayPal, within a 10 minutes timeframe, for about £550 in total). I called their support the next morning, explained the situation and provided all the details I was asked for, hoping they will be able to identify the fraudulent transactions and cancel/refund them. Contrary to that, I was being ignored and put on hold for a few days, and finally when they have confirmed that the fraudulent transactions were identified in their system (5 days after I reported them), they are stating that they cannot block them and refund the payments as the orders were already dispatched.

I am initiating a chargeback request with them now (and my bank is telling me it's 99% sure we will win the disputes), but that's a totally unacceptable customer service, and I will never buy something from them.

Horrible and awful experience! Never buy from Farfetch!

I previously purchased something from Farfetch in Germany and unfortunately the size of the clothes did not fit. I applied for a retoure from Farfetch and requested for a pickup, as this was an option on their website.

On the day of the pickup came the delivery man who picked up the parcel for return. Until now, everything went smoothly, however, 2 weeks later, I found out that Farfetch has never received the retoure product. We tried to ask them to check their recevied packages or check with DHL. They came back saying that they simply don't have the package and neither does DHL. In the end, they simply gave us the reply that without further information, they could not provide futher assistance. Needless to mention the reimbursement.

I then tried to contact their customer centre a few times but ending up with the same result. Now I am still trying to get more information from DHL by myself, but it´s very difficult.

I can't believe how IRRESPONSIBLE they are regarding the fact that they were the ones who sent the delivery man for pickup and now the package is gone after the handover, they don't want to have anything to do with it.

Isn't this supposed to be a luxurious website with proper customer service?

If you do buy from Farfetch, do wish for a smooth delivery without the need of retoure. Otherwise I would suggest you to buy somewhere else.

FARFETCH- A new HORRIBLE way to shop.
I am an extremely dissatisfied ex-shopper of this website. I purchased a pair of boots which was listed from France. Nowhere, prior to ordering, did it say I would have to send the item directly to this boutique in case of a return. I ended up spending over $200 for DSL postage and custom fees! Then the boutique would not even acknowledge it's affiliation with Farfetch and would not accept the package from DSL! I had to make numerous calls to DSL and multiple e-mails to Farfetch (which is their only means of communication) over a three week period until the boutique would finally take the boots back. Then another two weeks to see the money back in my account. So much for trying to treat myself to a nice birthday present! How can they sell items from various boutiques in other countries then not handle the return or supply the customer with a return label? As a company they get discounted shipping rates. But no, they expect the customer to pay hundreds of dollars if they need to return an item. So now I'm out more than $200 and have NOTHING to show for it but a bad experience. Also, their response time to each e-mail I sent was always three days or more! I guess I should be happy I received a response at all. I think they only responded because I had gotten DSL customer service involved, who were extremely helpful.

I placed an order of two bags for my sister's upcoming birthday mid January 2018 and was confirmed that my order should be arriving in 3-5 business day. I received an email the very next day saying that my order has been cancelled and that refunds had been processed. I was confused and so I wrote to their customer service requesting for verification and status update. Their staff wrote me back (straight from a template, without correcting/filling in the right info) and said they couldn't confirm some of my payment details so they had to cancel the order subsequently.
Well, I've enjoyed online shopping since a long time ago, but I have to say that THIS is my worse experience so far - Farfetch did not even attempt to work with me or ask me for whatever it is they need to verify or confirm the payment details and simply just let my order slipped, not to mention the unprofessional and irresponsible response they sent.
Losing or upsetting a customer or two may not be that big of a deal to them, but I sincerely hope that their management understands and is aware of the negative customer experience they are providing and the reputation they have due to lack of respect.

According to FARFETCH I was supposed to have received my order March 10th and it is now April 5th and I still have not received it. I never even received a tracking number. According to FARFETCH they are still conducting an "investigation". At this point I just want my money back. Please refund me my almost $300 for a dress I never received.

WORST ONLINE EXPERIENCE EVER

TAKE YOUR MONEY AND COULD NOT CARE A DAMN IF YOU HAVE A PROBLEM.

IMPOSSIBLE TO SPEAK TO ANYONE ON THE MPHONE NO MATTER WHAT TIME YOU RING THEM

IF YOU ARE LUCKY TO GET THROUGH THEY ARE AS HELPFUL AS A CHOCOLATE FIRE GUARD

I ordered on running shoes for my husband
And I simply thought they are expensive BUT later found out the actual price of the shoes is $100+ AND NOT $400+!

Apparently their boutiques can sell at any price to farfetch customers and farfetch takes no responsibility to protect us from being ripped off by their 3rd part partners! Never expected this from a supposedly reputable brand.

Having bought 2 pairs of on running shoes for the price of 8 pairs should not be acceptable. That's common sense! But no, they take no responsibility for choosing boutiques that are ripping this customers!
PS the reason I doubted the price and did my research was that one of the shoes came with a price tag what was way cheaper than what I had paid for it! 3 emails got no reply. Then I called to be told that they don't control the price and it's at the discretion of their boutiques! But this is pure rip off! People shop at farfetch not the boutiques. This farfetch are supposed to protect their customers by ensuring the products are priced reasonably compared to actual market place!

The shoes came from 2 boutiques:
1- Janes Portugal
2- chamn US
Date of experience: November 18,2022

This is literally the worst customer service I have ever experienced. I paid £600 for a pair of ladies Valentino sandals on 12 March. I decided to return the item two days later and arranged a collection was given an allotted time between 9-10. The driver finally arrived at 5.30! Absolutely disgusting service. I returned the item on 18 March and today is the 14 April and I still have not received my refund. I have traced the item and farfetch actually signed for it back on the 4th of April but still have not got around to processing my refund. I have now had to threaten court action and they have today agreed to the refund but have stated it could take up to a further 10 days! By the time I get my refund it will be 5 weeks since I returned the item and 6 weeks since I paid the money to farfetch! Absolutely appalling service from the representative Finn M who was totally disinterested in my concerns and showed absolutely no empathy for the unacceptable situation. I was offered no explanation, compensation or apology.*****DO NOT ORDER FROM THIS COMPANY*******

I am a HUGE online shopper and I have to say, while I loved the concept of Farfetch, they have a LOT of tweaking to do to enhance their customer experience and support. I have never had such a negative experience with an online retailer. Basically everything that could go wrong went wrong. Here is my experience in a nutshell on my past 2 orders (for 4 items in total):

1- They cancelled 1 order due to a price error listed on the website. I don't understand how that is my problem as they should honor the pricing listed but regardless, they offered me a 20% discount code on my next order so I was somewhat satisfied.

2- Used (or tried to use) my 20% discount code but it was invalid. Asked for a new one and they provided it but changed the terms of the code excluding more than 10 brands and all sale items (all of which were included in the old code).

So now I'm thinking these people are shady...

3 - Used my code to buy sunglasses only to have my order cancelled AGAIN 2 weeks later apparently due to a lost shipment on their side.

4 - My 3rd item was returned over 2 weeks ago and I am still waiting for a refund. I called to find out what was going on and the impression I got is they are very unorganized and have no idea whats going on. Which at this point, I've lost all confidence in Farfetch and I'm worried I will never receive my refund.

5 - My 4th item was delivered without any issue.

So basically of the 4 items I ordered, only 1 had no issues. That is a 25% success rate. Not a way to run a business.

Charged my money on the credit card after cancelling my order
I bought a McQueen scarf on this site
After a week, I haven't received a shipping confirmation email
So I contact customer service. I was told that my order has been cancelled due to the scar out of stock
I received my credit card statement today, I was charged on the credit card
And no credit has been made on my account, I even contact my credit company to see if there is any credit has been made.
And the money has been charged on January, 21
It's already a month

Ordered tommy shoes, fake, my feets hurt when wearing it due to the material is harsh as thick rubber. The logos faded away. The stitches inside are messy and will slice your skin when wearing it.

I'm a permanent client of Farfetch living in Canada for years. I love the company for a quick return and reimbursement. Not this time. I returned the item on August 27 with DHL tracking # *******632 Today is September 15, my returning parcel is still travelling all over the world with the new tracking # *******831. Have you ever heard for DHL takes 20 days to reach the destination? If for curiosity you look for this itinerary you will be surprise how the parcel travel the world. It was tree in UK, twice in Italy and I can't receive my return. To tell that I'm disappointed is to tell nothing. It is the worth experience I've ever had with useless customer service which doesn't want to open investigation with DHL. I wrote the article to couple of fashion magazines and waiting for the publication in October. Maybe it can improve something in the service of the company which positions itself as one of the best on the market. I'm still hoping to receive my refund one day. Sincerely, Tatiana Manoukovski

Between 5 and 14 Nov 2020 this awful company thru four hypothetical sales overloaded my credit card with the amount of €7,085.00. And without ever having any contact with this company before!

Hi yall, don't ever order anthing off here unless youre trying to lose your money. Wrong size, i returnded, order recieved, 2 months no refund i email 3 times no reply. In "at most 24hrs" its been a week. Overall a trash place to buy to lose $1,000.

I make a very bad experience with this company regarding warranty... I buy shoes from Moncler for around 400 euro but they have some defect so I get in contact with Farfetch and they tell me that after 2 month of use is absolutely normal!? I use it only twice! I WILL NEVER BUY AGAIN FROM THIS COMPANY! -1 STAR

Fake company do not waist your time they have one thing about agents as well that say about commission. Products more expensive. Do not waste your money.

I was shocked to receive my Tod's boots just wrapped by paper instead of normal shipping carbon box. My shoes Box was damaged, the photo attached showed only part of the broken box.

I did not get my order after paying €2000. Ups says it is deliverd but i never received it. Farfetch just closed the case and told me they cant do anything about it. Stolen my money!

The worest coustomer service ever, they took awile to responce and they just agnore me, they try to just wait till issues go away.
I ordered a Saint Laurent shoes 1000$, I did not get them, they told me it is not thier issue and they are unable to refund me.

Very bad experience never never again!

Shoes were not the same size, one was a uk 9.5, one was a uk 10. My feet are the same size. This is very annoying, I don't really have time to deal with all the shipping back and forth.

ORDERED A HANDBAG FOR $280 THAT WAS DESCRIBED AS 100% LEATHER & SUEDE. RECEIVED IT, LOOKED AND SEEMED FAKE. CALLED FARETCH, THEY SAID IT WAS LEATHER AND SUEDE. TRUSTED THEM, TOOK OFF TAGS, PUT IT AWAY. I HAVE MANY HANDBAGS. TOOK IT OUT TO USE IT, CHECKED IT AGAIN, TRULY SYNTHETIC, CALLED THEM AGAIN TO EVEN EXCHANGE IT. RESPONSE WAS, SORRY, RETURN TIME IS UP! ASKED THEM TO MAKE AN EXCEPTION SINCE IT WAS "FALSE ADVERTISEMENT". THEY WOULD NOT. I HAVE PURCHASED THOUSANDS OF DOLLARS IN SHOES AND BAGS FROM THEM, AND WILL NEVER USE THEM AGAIN! DUMB ON THEIR PART!