Farfetch

All I can say is what a rip of company BEWARE!
If this stops one person getting ripped of by this company ile be happy!

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.

Bought a gucci belt, they sent it to me twice wrong size! I ordered it 85cm and sent it 100cm twice!

Review Highlights
"Loved that my first order was 15% off." in 2 reviews

"Shipping can be a slow however, my only complaint, but that depends mainly on the botique." in 2 reviews

"Took 4 days to get here with DHL, well packed, from Giulio in Cambridge (very ethical, they have their own website as well)." in 5 reviews

Location & Hours
Map
90-98 Goswell Road

2nd Floor Harella House

London EC1V 7DF

United Kingdom

Barbican, Clerkenwell

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Accepts Debit Cards
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Cindy A.
Menlo Park, CA
07
4/8/2021
They have HORRIBLE customer service, would not honor my birthday discount, been on the phone 3 times, and they wasted and hour and a 1/2 of my day. A sorry doesn't cut it! Be loyal to your customers who pay such HIGH prices for these items, and treat them with respect. PLEASE PLEASE do not order from this swindler company... you can find the same items on other high end sites, and be treated the way in which you should be!
FARFETCH SUCKS HUGE, Will NEVER ORDER AGAIN! STAY AWAY!

I still have t received my sneakers n it's been a whole week who can I contact? Does any one know?

I bought an expensive purse... My bad! Apparently it came from a 3rd party through Farfetched. When I received the purse it was not in a beautiful box nor did it have tags on it. To my knowledge it could have been counterfeit. I was not impressed with quality so I returned the handbag just as I received it. Here is the thread of email's that I received...
Thanks for contacting FARFETCH.
There's a problem with your return...
Your return for the GIVENCHY small ID top-handle bag has reached our partner. They have confirmed that your item was returned to them in a different condition from when it was originally sent to you. Unfortunately, it doesn't meet the requirements of our returns policy. We've attached a picture to this email — can you please confirm what happened?
Our partner mentioned that the item is stained, with no tags or security seal.
Once you've responded to us, we'll be happy to help with a solution.
If you need anything else, please feel free to get in touch.
Kind Regards,
My response...
I am glad that you bring this up. I noticed upon its arrival that it was not in a soft bag like many of the other pieces I have purchased in the past, and there were not any tags or seals when I opened the box.

As far as the stains or scratches or whatever that is, I can only say that they must have been there when I received it or it happened in transit due to the lack of proper soft bag or packing materials.

I literally opened the box, pulled out the bag, decided it was not what I wanted, and packaged it back up. This all happened while I was sitting on my couch and there was no staining or scratches that could have been a result of anything that I did during the 3 or 4 minutes that I had the bag out in the open.

Please let your return department know that I did not send the piece back to you in any worse condition than what I found when I opened it.

I would not under any circumstances try to return a bag that I had damaged, and I am actually offended by the suggestion. This damage was noted now, over a month after it was returned, and this feels suspicious to me.

Please expedite my refund for this purchase. The return was completed in September.

Farfetch response...
Thanks for waiting while we worked on your case.

Sorry, our partner can't accept your return
Since it doesn't comply with our Returns Policy, your item will have to be sent back to you.

You'll be able to track the new shipment here.

Thanks for your understanding.

I got extra boardercost and the customerservice is not able to solve this issu! Never again watch out worst customer service ever

I bought Valentino ballet flats and my credit card was stolen and multiple transactions over $1000 in Berlin (I live in Australia)

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.

Had a sketchy, fraudulent transaction from them without ever having heard of the business before! SKETCHYY

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.

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

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!

Very frustrating experience
I ordered a pair of shoes and got the wrong model
A very sad happening

IT TAKES FOREVER TO RECEIVE YOUR ITEMS! CALL THEM AND THEY LIE AND SAY IT SHIPPED TODAY... SMH... I WILL NOT SHOP WITH THEM EVER AGAIN!

POOR COMMUNICATION 3 DAYS TO ANSER EMAIL QUERY AND NO TELEPHONE ENQUIRY LINE,! HOW CAN THEY OPERATE AT THIS LEVEL OF SERVICE?

Im so disappointed
The fact that I can't exchange my order cuz it's a final sale that's just BS
Will never shop with Farfetch again

They charge you once order placed

THEN WHEN DEKIVERIES EITHER GET LOSTED OR RETURN ITEMS

THEY ARENT REPLY TO YOUR MESSAGES

ARE CROOKS AND SCAMMERS

In december iets gekocht van122.00 er is dubbel afgeschreven, na veel mailverkeer en duidelijk aantoonbaar bewijsmateriaal nog geen terugbetaling van mijn geld. Absurd belachelijk en onacceptabel!