Farfetch

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!

I purchased a pair of Dolce and Gabbana leggings from this site that were as far as I could tell, completely sold out in the USA in the size I needed. They arrived VERY quickly by DSL and I could not be happier. They came straight out of Italy from a boutique store and are the exact same ones that were at Neiman Marcus that were to big for me. I will defiantly use this site again to find things from across the world not available in the USA.

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 used to always rave about Farfetch. I tell all my friends to buy from there and have bought multiple items in the past with no issues. I recently ordered slides and were sent the completely wrong item. The man at customer service was helpful in processing a return and explained to reorder the item. I thought it was no big deal and so I did what he said and reordered the original item I wanted. I received once again the completely wrong item yet it was the same wrong item sent as the last time. I called Farfetch and they blamed the retailer. It can't be that the retailers (two separate stores in two separate countries) are to blame when it happens to be the exact same wrong item. She was less helpful than the original man who I spoke to and explained I have to just return the items and that they can't even guarantee if I order again I will get the right item. This is crazy to think a company can't guarantee that you receive the item you ordered after 2 wrong tries. I just processed the return on my own and won't be ordering with them again as the original item I wanted isn't even on the website now.

WOW! I just bought a pair of great Swear shoes on Sale (the shoebox was a bit tattered but ah well!) and I bought a jumper from Browns boutique on this great website! The browns packaging was so great and the items are AMAZING! Ordered 4pm Wednesday (used free shipping!) and Browns package arrived 11am Friday with Swear shoes arriving following morning. SUCH AN AMAZING SERVICE! Thanks farfetch - keep getting those amazing boutiques so I have even more choice!

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.

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

Please, avoid this company like a plague. They have the worst customer service ever. They simply don't care about gaining new or retaining loyal customers. They spend tons of money on google adds and SEO so whenever you are interested in something their site pops up right away. On the other end, they don't provide an assisting - by any stretch of this meaning - customer support. I had an issue with one of their promotions, gave a call to customer service, was dragged on the line for about an hour and was instructed to send emails with proofs, to be eventually told that they couldn't offer me a code for the promised 10% off. This was ridiculous as any online business can do a little favor and stand for their promises by generating a unique code for the specific customer. I know it from actually working in the industry in the past. As a person with professional experience in online business, I know when online retailers tell you the truth and when they lie. FARFETCH.COM IS A SCAM. Yes, big time liars. AVOID.

I am always amazed with Far Fetch ability to source for great items. The best part is their shipping used is always amazingly fast. I am one happy customer

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.