Farfetch
reviews and complaints

Date of the incident: 24 January 2015
Item ID on farfetch website: [protected]
Complaint for 1) consumer fraud and 2) price gauging for international customers.
I wanted to buy a dress listed at 995 Euro (incl EU VAT). However:
1) I live in Hong Kong and Farfetched automatically converts the purchase price into USD, which is not necessarily a problem if they would use market rates. However they do not. In my case, the farfetched conversion was 995 Euro = 1, 613 USD (or the equivalent of 1, 493 Euro). This amounts to a 50% mark-up of the original price (which included a +/- 20% VAT rate!).
2) By law, any retailer selling anything that "includes EU VAT" in the purchase price has to deduct the EU VAT if the item is shipped outside of the EU (which would be the case for me). However Farfetch did not deduct the VAT on checkout either.
So if I would naively have proceeded with the purchase I would have ended up paying roughly 70% more for the "privilege" of using farfetch. If this is not price gauging and consumer fraud I do not know what is.

I don't like to make the bad review but this company is so terrible.

I bought 2 pairs Burberry sneaker shoes online. There were their mistake to post the price, it was cheap compare with another stores. Then they don't sent them to me, while they already charged my Paypal account. One week later, I called +[protected] then got respond to wait. After that 1days, I tried to call again, and Cátia Barbosa, customer service, told me there was wrong price, she offered 20% off. I was OK but because I need to contact my brother for the other pairs ( 2pairs, 1 for me, 1 for him), so I said to respond by next day. She agreed and send me email for written document 24 hours responding.
Next day, I called back, less than 24 hrs, she did not want to answer me instead let some guy to answer. He read the email to me, I agreed to buy but only 1 pair for me. I just questioned if I can change the model and take 20% offer with it. He asked me to wait 1 minute, then return back to me let than minute. He said My order was cancelled, he can not do anything, I have to buy at regular price even with the current model, which is I ordered. No mater of what, they will not make the order with 20% off offer.

The regular price is $472.00 so 20% off is $94.00.

The world wide company like this but is not honor with customer. They sold their reputation with less than $100.00. I never seen any company like this in US. Farfecth is bas at UK and has office in LA.

LateIy I read the customer reviews, and a lot of them was prayed after made a order because this company is not honor event their price is cheaper than market a bit. BE CAREFUL with them.

This is my first time voicing a complain as I have been VERY DISAPPOINTED with the the level of service provided by Farfetch, I have ordered with them twice, and both experiences have been bad. The first time I ordered I paid extra for expedited shipping (1-2 days) yet the item still came a week later. The second time, I ordered sneakers off Farfetch's women totaling USD 700 website and the shoe came in the wrong size - A Farfetch representative admitted they were experiencing a technical glitch on their site. The only problem was that I no longer had the box (had shipped to my brother's house in the UK) to avioid customs duties if I were to ship in Asia so they would not take the return back. SINCE IT IS ALSO PARTLY THEIR MISTAKE, I ASKED FOR THEM TO MAKE A COMPROMISE - FOR ME EXCHANGE TO A BIGGER SIZE SO AT LEAST I CAN GIVE IT FOR MY BROTHER TO WEAR. HOWEVER THERE IS NO REPLY - THIS IS THE KIND OF RUDE SERVICE YOU EXPERIENCE AT FARFETCH . WILL NOT BE SHOPPING HERE AGAIN

Like other people who had to return an item that did fit not I had a bad experience. Got a shirt - it did not fit - returned it with all tags attached, followed all the return instructions and not store in Rome Gente Roma claims I did not include the tags. Regret not taking picture of my order! Not sure how this will be resolved. Learned my lesson - will read reviews first before shoping on any online store. Got used to great customer service on amazon, neimanmarcus, saks.

I ordered a coat as a gift for my son, who was visiting from NYC over Xmas. I ordered on 12/11 and they took my Paypal payment. It is 12/31 and I still have no coat for my kid. All customer service could do was say "It's in customs in Cincinatti". I see, however, that the order languished on the company side until I called on 12/23, and then they claimed it was shipped. They did nothing with the order even though they took my money. Their compensation for late (still no) delivery is a $75 promo code, which I don't want. Why would I want to buy anything else from them? A terrible store. AVOID.

Ridiculously overpriced. Item received was not brand new. Total disappointment

Extortionate prices you can feel you're being ripped off on the spot but that's my fault I admit.
A quick search on google should have unveiled the truth to me about an online company that charges two to three times the amount you would pay for the same merchandise/brand at bergdorf goodman on fifth avenue, or in selfridges, harrods and harvey nichols in london, and this is totally preposterous.

Now I don't usually leave feedback online to people/businesses. I find it time consuming and a little prejudiced as it could tarnish the reputation of a good company. I say "prejudiced" because most of us tend to treat positive experiences as innate second nature sort of thing. You don't usually get back to your laptop to express your full gratitude and satisfaction about x product unless you were totally blown away by it, and because it's the least you would expect for your money. With negative experiences however, that's a totally different story.

Now my son found a beautiful jil sander jacket. He's been looking for that particular color and model for quite some time [red wool double breasted featuring peak lapels and flap pockets]. On their site they had it listed for $2, 500 [two third of the world population still live on less than $2 a day by the way]. And although i'm lucky to be born to an upper class ny immigrant family, it's still against my morals and upbringing to spoil a son and buy him a 2 thousand dollar jacket.

Long story short the boy is obsessed with the jacket and he had money savings from a part time summer job and so we both agreed to split the amount. He availed of some 20% discount coupon and the jacket was bought.

A few days later, the jacket arrived soiled with little wear marks. You can tell because wool jackets don't lie, especially red ones! This was definitely a display item as if it belonged to an outlet store or something. I insisted he returns it but it was the last one available in his size and so he decided to keep it.

To add insult to injury, 2 months later my son discovered that this was from a previous season. He knew this when he found the same exact jacket, same color, same brand and same size at century 21 stores in lower manhattan, listed for $499 plus 25% discount!

My question to farfetch is the following:
Do you harvest brands from outlets in new york and cheap european countries for a fraction of the cost then take some professional shots and list them as brand new on your website? Is this a legal practice? I need a clear answer please.

This is the jacket: http://www.lyst.com/clothing/jil-sander-double-breasted-short-coat-red/

It currently states: this item is sold out.
Last seen for $2526 at farfetch us.
Get notified when it comes back in stock.

And this is the jacket directly from farfetch website:
http://www.farfetch.com/shopping/men/item10575828.aspx

Thank you.
Ben rawandi
Executive chairman
26 broadway, new york city, ny 10004

So I bought a Fendi bag in Mid October from Farfetch. After I received my bag, I found out that the bag is USED (the button is poor there are tons of markings) I immediately took pictures of my bag and sent to Farfetch. They responded fast - they asked me to wait. After TWO WEEKS (their return deadline is 2 weeks after delivery), they finally asked me to ship my bag for REPAIR. Then I shipped my bag back and it has been almost two weeks - no answer. No email response and when I called them, they said it is being repaired. I received a defective bag that did not meet the description, according to the US Law, I am eligible to get refunded or at least, exchanged. Before I shipped the bag back, I keep telling them I will be traveling abroad in mid December and I must have the bag get back to me by then. I am done with Farfetch - I bought a Kenzo bag before and just a day's use the bag was broken and I remember I went through the same process and then they refunded me $30 to ask me to repair in the US. Anyway, DO NOT BUY FROM FARFETCH.

My advice: don't go anywhere near this website. I ordered an Alexander Wang bag from them a few weeks ago. Unfortunately the stitching came undone after a few days, it clearly hadn't been finished properly at the factory. Assuming this was a rare occurrence, I contacted Farfetch and returned the bag for an exchange. This was refused, Farferch said it was a limitation of the designer and Alexander Wang don't provide exchanges, and a repair was the only option. I declined and requested a refund. This was also refused for the same reason, I was also told rather threateningly told that if I did not agree to a repair, my return would be refused on arrival. I complained but Farfetch began ignoring my emails, when I rang they tell you they'll get back to you and don't. I looked on Alexander Wang's website which clearly states in the T&C's that on the rare occasion a product is defective they are happy to provide a refund. I've lost £622 of my money, and I'm seriously considering shopping this website to the media, people need to be warned about this website. I wish I'd read the reviews on here first, I'd never have ordered from them. If you're buying designer items and spending this kind of money, my advice would be to buy directly from the designer, or a well known store or site like Selfridges. Don't go anywhere near Farfetch..

I bought a pair of bottega veneta for $858. 35
I returned the item as received. Dhl came to pick up the item and they checked the item before taking it. As per farfetch returns policy, the item was placed in the supplied farfetch box in addition to another cardboard box surrounding it.
I received an email from farfetch with images stating that the item was not sent in the farfetch box and that the security tag was not attached to the item. The security tag is merely a plastic loop around one of the loafers, this can easily come off and be placed back onto the shoe. This is what i presume has occurred.
Farfetch procured dhl for handling and shipping of their goods. I have explicitly followed farfetch’s return instructions to the letter. Any alterations to the packaging or transport of the items are obviously beyond my control and are the sole responsibility of dhl and farfech. I am extremely disappointed with how this matter has been handled and farfetch’s denial of any responsibility.

We had a very unpleasant experience with Farfetch.com. We ordered a Valentino gown in hopes it would be a the perfect dress for an upcoming wedding but unfortunately it did not fit. We returned the gown within the return period and received an RMA from Farfetch. We followed all directions and returned the dress via DHL. Then the nightmare began... Farfetch needed a social security number to return the dress which we did not feel comfortable providing. We had to get our credit card company involved and the dress was finally returned. We received confirmation that the dress was received and our return was being processed. A month went by and our credit card informed us that we would not be receiving a refund because Farfetch claimed the dress was worn and without tags; therefore, Farfetch would not process the return. It was ridiculous since they confirmed our return a month prior and now 'changed their mind.' Needless to say, we will never shop with Farfetch again.

On June 16th, I have placed an order, number M3VP, "Dolce and Gabbana" pumps size 38. I have also placed a request to notify me once size 37 (which is my TTS) is back in stock.
On June 30th, after the shoes were delivered, I have received a notification to my mail that my "item is back in stock", which is the size 37.
on July 2nd, I have placed the order for the 37 pair, number UP4W. I have paid for the item, received a confirmation from Farfetch and from PayPal for my payment. I have also booked a return collection for the 38 one, to be more than 24 hours later. Hoping that in case the order is not processed I will be notified shortly and will cancel the return and stay with the 38 size.
5 days after placing the order and after sending emails asking for an update on the status of my order, I was notified that my item was not in stock and order was cancelled. The representative at the call center explained that the web store merchandise is also sold at the boutiques and that this item was probably sold at the boutique before complying to my order.
The representative response to this was that I would get 10 pounds discount on my next order- which is a complete disregard of my intelligence as your customer! bought shoes which did not receive for 400$, and they offer me 10 pounds for my next purchase.
also no one got back to me after repeat calling and sending emails

I bought a pair of shoes at farfetch.com. I tried the shoes 1 min at home, then put them back into the box because they were too large and returned them to get a refund (Their website say you may return the items and get a full refund within 14 days) . Unfortunately, they refused to refund me because they said i wore the shoesŠ… seriously? The shoes are brand new. See the pictures attached: there is not a single mark on the shoes, the soles are still perfect, and most of all, the huge tag is still attached to the shoes. Are they trying to say i wore the shoes outside, with that huge tag on it? The funny thing is that on the huge tag, it reads “please note we will only accept returns if this label remains attached to the product”. Well…Š the label is still on the shoes because i have never worn them, so why did they refuse to refund me? Avoid.

Far fetch offers shopping from around the world. I have purchased from them a couple of times and each time was a disaster. The first time, my shoes were delivered by UPS and the delivery guy reamed me out for not being home on his previous two tries. Granted this was no farfetch's problem I tried them again. I bought sone $1100 boots. They were ok but I was not sure if they were a bit snug so I ordered the next size up also. By the time they arrived, we had an emergency and flew to a funeral. When I hit back and tried them on, they were way too big. I wanted to return them to far fetch but they said I was over the 5 days they give to return items internationally! Five days?! I tried to explain my situation and they absolutely refused to help. They showed no compassion, they completely refused any customer service at all. Eventually my husband called so done in the executive department and was told so done would call him back. No one did. It has been months of us calling, leaving messages and emails and we get nothing from them . We were even ready to accept a credit note. I can't believe this company is so heartless and did not even have the courtesy to respond to emails and phone calls. You would think that the executives want to set an example and show what is good customer service and at least look into the matter. So now I have two pairs of $1100 fendi boots, one which is totally useless to me. I guess far fetch thinks my uncle shouldn't have died at the time he did and this is all his fault. Will never buy from them again!

I purchased a product from farfetch.com but learned that the same product was available at another competing online shop for $200 cheaper. I reached out to the company immediately and recommended two options, option 1) price match (provided the link to the alternate merchant) if they cannot then option 2) cancel my order immediately.

The customer service representative said they do not price match but did not cancel my order. I asked to confirm if the order was canceled. It took the representative 24 hours to respond and she basically said they cannot cancel as the order is being processed. She then suggested I wait to receive the product and then go through the return process!

I cannot believe this UK merchant is allowed to behave this way, we're talking about a lot of money and hassle. I would stay clear of this place in the future.

The person who did not help me was in fact:

Amanda Henderson
farfetch.com
Customer Service Advisor

The jeans I ordered arrived in quick time and I had no issues with ordering. However, they did not fit and I am now in a return loop emailing with customer service.

There is some process by which you are supposed to click on the 'return' button get an RMA # from 'my account' section on the site. Well, there is no such 'return' button on their website, or if it is there it is not an active link. Also, they are only available Monday-Friday for customer service and one apparently only has 5 days from receiving the order to return it with the unobtainable RMA #.

Not thrilled thus far and hoping that they will find a way for me to return the purchase and be credited for it. I won't shop with them again and would never recommend them to a friend.

Do not waste your time nor your money with Farfetch. I had a very bad experience and wish I had read the reviews before I placed my order. In my case, I placed an order for a Fendi handbag on 12/6 and when the package didn't arrive within the 4 - 6 day timeframe I called Farfetch to get a status. I spoke with one rep who claimed he would email the boutique and get back to me within 24hrs, well he never called me back. I then started calling daily for a status and was told the same thing each time, that someone would follow-up with the boutique. Finally on 12/17 I received a call from Robert telling me that there was a problem with the delivery (I have no idea what the problem was since tracking never showed the package even being in transit) and that I would receive a full refund by 12/21. Knowing what my experience has been like up until now I called today to make sure I would receive my refund by tomorrow and was just told the refund was not even in the system yet. I don't know what is going on with Farfetch but they really need to get it together. I was just told that the refund will be submitted today, obviously the thing about having it by 12/21 was a lie. Farfetch if you read this my order number is REFB and I want my money back asap!

Purchased a pair of shoes online, gave my credit card details and received confirmation of order. A few hours later received an email advising that displayed the wrong price and I would have to pay an extra $300 if I wanted them (like it was my fault).

I requested cancellation and asked them to confirm that they had either credited back my money or hadn't taken it in the first place as their email was not clear.

I have done this numerous times and haven't had a reply. I wont be shopping with this store again.

I order recently items worth US$ 1985 this is a large amount of money- this is my first time ordering and item for this website as i really love the jacket and the shoes that will shipped from a small boutique from france- i pay the whole amount on my card and the money as been taken or pending from far fetch- and they told me that i need to transfer the money to there bank account which they will sent me over from and email and let go of my money which is in pending! i purchased this on monday 22/10/12 and the response of the email is very slow! i tried to ring customer service and it only put me on a left message! i still dont have my money with me and my order is not in process! i keep emailing farfecth and there response are very slow and the action is disgusting! i am very worried now that if i can get back my money or my order with his company are genuine... please help!

Still waiting on my return!? Still heard nothing!

Ordered a pair of Steve McQueen sunglasses from fartetch they're supposed to be 714 model and I was sent the 649 model. After contacting customer service I get a response saying they'd contact the boutique about my inquiry!? I stated I just wanted my money back and felt they miss-advertised the product. Still haven't heard anything after sending yet another email to farfetch.

When dealing in high end products you need to have a good customer service team to settle any questions reguarding products. You also can't have your customers feeling scammed, as I do. I'm afraid I'll never see my money again and since I've shipped the sunglasses back I know have nothing to show for it.