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Farfetch Customer Service Phone, Email, Contacts

Farfetch
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1.7 186 Reviews

Farfetch Complaints Summary

29 Resolved
147 Unresolved
Our verdict: With Farfetch's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Farfetch reviews & complaints 186

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Newest Farfetch reviews & complaints

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J
8:11 am EST

Farfetch money scam

I have a bad experience with Farfetch. I bought two items from this website and received only one. First of all I was not satisfied with its quality, but they rejected my refund request. And as I already said there was one item missing and when I contacted them about the missing item they said they'll refund me. They said that item was not in stock and that was their mistake. They seemed nice, but that was only a mask and in reality they never planned to return my money. Farfetch has a very poor service, their support is unhelpful and they are real thieves. Do not deal with this store and buy elsewhere.
Two days ago I contacted them about my money and they said they need more time to resolve the matter.

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K
12:17 am EST

Farfetch wrong size

I decided to order from Farfetch and that was the biggest mistake I've ever made. I wanted to buy a sweatshirt from them but wasn't sure about the size so I contacted their customer service and their rep helped me to make my order. When I received the sweatshirt it was way too small! I went back to Farfetch website and contacted their support service and they refused to help me and said that I picked the wrong size myself. I want to get my money back and if they will not refund me I will hire a lawyer! Terrible site and service!

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F
1:30 pm EST

Farfetch don't stand behind quality of the goods they sell

My first and only experience with them was very poor. I placed an order with them for two items on October 25, 2016. I ordered a long sleeve cotton shirt (mini heart striped t-shirt) by Comme des Garcons Play, which I liked, so I kept it. Last week I washed it for the first time in anticipation of wearing it. I followed the washing instructions exactly (cold wash, gentle cycle, hung out to dry, which was appropriate for a cotton shirt), and it shrunk two whole sizes - it was like a child's shirt. I can't wear it now; it's useless to me and it was an expensive shirt.
When I called and spoke to customer service today, January 9, 2016, to explain my issue, the woman put me on hold and spoke to her supervisor then told me tough luck, that because it was out of their slim 14-day return window that they couldn't help me, but as a consolation they'd offer me free shipping on me next order. Free shipping? Really?
I understand that I called outside of their return window, but I had no way of knowing that the quality of the shirt was so poor for the high price that I paid ($135 for a t-shirt) until I washed it. In my mind I was keeping the shirt, so I didn't rush to wash it. It's a cold winter here, so I had not had a chance to wear it yet, which is why I hadn't washed it until now.
They don't stand behind their products like other large retailers. I understand Farfetch is a 3rd party company, but with that should come them assuming the liability for the items that they're selling, and they won't do anything of the sort so it's clear that it's just too risky to buy from them. If you have a problem you're left completely on your own.

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1:25 pm EST
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Farfetch they sale fake kenzo sweater

I buy two kenzo sweaters from farfetch. They are totally different with the same style swearters sale in the authorized kenzo franchise. Material is
different, prints Is different, label is different, even the size is different even though they are both XS. The manager of kenzo franchise told me that these two kenzo Sweaters are fake ones😱😱.I complain these problem to farfetch. They gave the explanation very funny. The difference is caused because of apply by different manufacturers. But they are exactly same style and shows produce in same country. I trust kenzo will keep the same style sweater in the same size. They just say if you are not satisfied with goods, just return. Pleas we don't want to waste money to buy fake one. Once you are being found what are you doings, you just chicanery . I say I need more explanation then they just disregard my email. Really bad service. Guys please open your eyes, farfetch sale fake ones.

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1:33 am EST
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Farfetch cheap quality items

I have purchased a top an skirt from this website www.farfetch.com. When I received my items I was very disappointed with the quality. This store is quite expensive and when I ordered I thought I'll get high quality items, but I was so wrong . Of course there was no way to get a refund because customer service did not accept anything back. They said they were sorry I was not satisfied with my purchase and that's all they actually did. Will not buy from them again.

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2:10 pm EDT
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Farfetch unethical behavior

About one week ago I asked for an exchange of an item I bought online (Mary Katranzou skirt), a smaller size.
I contact an operator from farfetch by phone as I needed to make sure that i understood the political returns. So I asked if the size I want in exchange will not fit, if I have a second chance to ask again for the first size I ordered. I was told it is not possible, only if the boutique still have the size. Till here, everything was ok. But the operator informed me by the end of the call that I will have to pay another price for the exchange item because it is from another boutique. This wasn t mentioned before and no online sites have this politics, I mean you do not have to pay more for the item in exchange, so I think this is not fair with the customers.
I sent and resent emails waiting for responses from farfetch, but nothing since then.
I hope you can help me with my problem.
Thank you,
Kind regards,

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Update by Anca Demian
Jul 31, 2016 10:24 pm EDT

Thank you for having treated me with kindness and made ​​me feel an important customer. Thank you for the promptness with which you have answered this time and solved my problem, and most, THANK YOU Mr. MATTHEW H. - Customer Outreach Advisor

Kind regards,
Anca

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3:08 pm EDT
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Farfetch billing issues

Farfetch had internet issues one day that caused me so much grief. A purchase went through PayPal I didn't authorize. Then after calling Farfetch they assured me not to worry it was cancelled and I would not be charged. Well I was charged a week later then also had issues trying to get it sorted out from their very rude staff. This was the second time I tried to purchase and had issues with refunds.

Be smart and don't use PayPal or any debit cards if you do order from them. Only use a credit card where you will have more protection when you end up having a issue with returns or invalid transactions. Plus if you have to call be assured they will be rude, talk over you, say nasty things, and not provide any assistance with your issue.

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5:18 am EDT
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Farfetch unhappy customer

Ordered a product from www.farfetch.com and was very disappointed with its quality. Item looked nothing like picture and arrived defective. I contacted customer care service and asked for a refund. They said that they need some pictures and I did send them but never received a response back.
I tried to contact them many times but was not able to reach them.
I'm very disappointed with Farfetch. They used to be great and I've ordered thing from them in the past and was always satisfied.

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6:28 am EDT
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Farfetch I'm very disappointed with farfetch

I've purchased a pair of shoes from this website and received the wrong pair. Shoes looked nice and I really liked them. I went online and found out that these shoes cost less than the ones which I have ordered.
So I contacted Farfetch customer service and said that I decided to keep the shoes but I would like them to refund me the price difference.
They refused and said that they don't do refunds. Then I asked them to send me the right pair and they said no!
I'm very disappointed with Farfetch and especially with their terrible customer service! Will never order anything from them again!

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ayesha bibi
, US
Nov 24, 2020 8:00 am EST

Hi, I ordered a coach bag from farfetch and they send wrong coach bag the price was almost same... I send back to them but its been a long time they are not refunding me. customer service is not helpful.. I am disappointed.. I lost my $350.. plz never shop with farfetch.

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1:19 am EDT
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Farfetch received a used pair!

I've purchased a pair of good looking shoes from Farfetch and received my order in reasonable time. Opened the package and was really happy, because my new shoes were really amazing and looked great. When I took them out I felt a strange feet smell. When I looked closer I noticed that soles of the shoes were dirty and worn out! Immediately contacted customer service. They offered me a replacement and I agreed and sent the used pair back. Unfortunately I did not get a replacement and heard nothing from them again!

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R
6:43 am EST

Farfetch consumer fraud and price gouging for international customers

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.

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K
4:07 pm EDT

Farfetch honorless

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.

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9:18 am EDT
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Farfetch horrid after sales service

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

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4:20 pm EDT
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Farfetch false and deceptive means used to sell items

If I would have thoroughly read the reviews for FARFETCH I don't think I would have ever purchased an item from them! I am furious! I purchased a Maison Michel straw hat from ATELIER New York (a boutique) through the website about a week ago for a trip to Mexico. I paid for express shipping because I wanted to receive it before I departed for my vacation. Well, I received the hat the day before I was schedule to travel and I was extremely excited about the idea of having obtained an item that I searched high and low for! Instead of receiving the perfect fedora to compliment my wardrobe all I was left with was utter disappointment! The hat that I received was NOT what was portrayed on the website! Upon opening my packaged I realized that the ribbon was falling off of the hat and that the metal 'M' logo that was supposed to be stitched onto the ribbon was missing. At first I thought that maybe it was provided separately but there was nothing else enclosed in the box and no indication that the metal 'M' logo ever been stitched onto the ribbon, I am a Fashion Design student and I purchase luxury items on a regular basis so I have acquired sufficient knowledge of the detail an item must possess. BUT anyways! The package was received on a Wednesday at 1:49p EST and immediately processed for a return online and delivered to a UPS center for processing, the item was shipped back to the retailer at 5:07p EST. I left for my trip to Mexico immediately the next morning but I proactively followed up with the tracking of the items delivery! When I noticed that quite a few days had passed and I had not even received an email acknowledging that my returned item was received I decided to contact FARFETCH directly. During my initial interaction I was told that they could not locate my return order and needed to investigate the matter. The associate that I spoke with reassured me that he would either return my phone call or send me an email with an update. I did not receive either during the timeframe that was communicated so I opted to call back to follow up on my previous interaction. I was placed on a number of lengthy holds while another agent followed up on my claim, she then informed me that after their investigation they were told by the boutique that the item returned was not received in the same condition that it had been sent and mentioned them having an issue with the box that it was sent in. I sent the item in the exact condition that it was received which again was NOT what was portrayed on the online website (after all that is the very reason why I am returning the item!) I also returned the hat in the same exact packaging that it was received in. The agent then proceeded to inform me that ATELIER New York was refusing to accept my return and would be shipping the item back! I asked for my dispute to be escalated and I was then asked to hold off from doing so until they could find some type of resolution that would benefit both parties. I have never been so insulted! I have since read a number of reviews from other customers with similar issues and it is now very clear that FARFETCH does not vet the boutiques! Retailers such as ATELIER New York are using false and deceptive means to sell their products and are being protected by FARFETCH! How are the customers protected! These boutiques can essentially sell us items in conditions that are not made clear on the website for a great deal of money and we have no way of fighting back! How are they even able to do business in this manner! I am now on a quest to make everyone aware of my experience because I would not want anyone to have to go through what I have recently experienced.

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11:27 am EDT

Farfetch returned order

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.

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2:14 pm EST
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Farfetch no delivery

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.

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11:11 am EST
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Farfetch extortionate prices. outlet items!

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

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6:12 pm EST
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Farfetch I received a defective bag and extremely poor customer service

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.

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1:17 am EST
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Farfetch never order from this website..

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..

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7:38 am EDT
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Farfetch refuse to refund

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.

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Farfetch Customer Reviews Overview

Farfetch is an online luxury fashion retailer that offers a wide range of designer clothing, shoes, and accessories for men and women. The website has received numerous positive reviews for its vast selection of high-end fashion items and exceptional customer service.

Customers have praised Farfetch for its easy-to-use website, which allows them to browse and purchase items from a variety of luxury brands. The website also offers a range of payment options, including PayPal and Apple Pay, making it easy for customers to complete their purchases.

Farfetch has also received positive reviews for its fast and reliable shipping, with many customers reporting that their orders arrived on time and in excellent condition. The company also offers free returns, making it easy for customers to exchange or return items that don't meet their expectations.

In addition to its excellent customer service, Farfetch has also been praised for its commitment to sustainability. The company has launched several initiatives aimed at reducing its environmental impact, including a program to recycle clothing and a partnership with the Ellen MacArthur Foundation to promote circular fashion.

Overall, Farfetch has received overwhelmingly positive reviews from customers, with many praising the company for its exceptional selection of luxury fashion items, fast and reliable shipping, and commitment to sustainability.

Farfetch In-depth Review

Website Design and User Experience: The website design of Farfetch is sleek and modern, providing a visually appealing and user-friendly experience. The layout is intuitive, making it easy to navigate through different categories and find desired products. The search function is efficient and the filters help in narrowing down the search results. Overall, the website design and user experience are top-notch.

Product Range and Variety: Farfetch offers an extensive range of products from various luxury brands, ensuring that customers have a wide variety to choose from. Whether you're looking for clothing, accessories, or footwear, Farfetch has it all. The product range is constantly updated with the latest trends, ensuring that customers have access to the most fashionable items.

Pricing and Value for Money: While Farfetch offers luxury products, the pricing is competitive and offers good value for money. The website often has sales and discounts, allowing customers to purchase their favorite luxury items at a more affordable price. Additionally, the quality of the products justifies the pricing, making it a worthwhile investment.

Customer Service and Support: Farfetch provides excellent customer service and support. Their customer service team is responsive and helpful, addressing any queries or concerns promptly. The website also has a comprehensive FAQ section that provides answers to common questions, ensuring that customers have a seamless shopping experience.

Shipping and Delivery: Farfetch offers reliable and efficient shipping and delivery services. The website provides estimated delivery times for each product, allowing customers to plan accordingly. The packaging is secure and the products are delivered in excellent condition. Overall, the shipping and delivery process is smooth and hassle-free.

Return and Refund Policy: Farfetch has a customer-friendly return and refund policy. Customers can easily initiate a return or exchange within a specified timeframe. The process is straightforward, and the website provides clear instructions on how to proceed. Refunds are processed promptly, ensuring customer satisfaction.

Authenticity and Quality of Products: Farfetch guarantees the authenticity and quality of its products. As a trusted platform, they work directly with luxury brands, ensuring that customers receive genuine products. The quality of the products is exceptional, reflecting the luxury standards associated with the brands they offer.

Customer Reviews and Ratings: Farfetch provides customer reviews and ratings for products, allowing shoppers to make informed decisions. The reviews are genuine and provide valuable insights into the product's fit, quality, and overall satisfaction. This feature helps customers gauge the suitability of a product before making a purchase.

Loyalty Programs and Discounts: Farfetch offers loyalty programs and discounts to reward its customers. By joining their loyalty program, customers can earn points on their purchases, which can be redeemed for future discounts. Additionally, the website frequently offers exclusive discounts and promotions, enhancing the overall shopping experience.

Privacy and Security Measures: Farfetch prioritizes customer privacy and implements robust security measures. The website uses secure payment gateways to protect customer information and ensures that personal data is handled in accordance with privacy regulations. Customers can shop with confidence, knowing that their information is safe and secure.

Social Responsibility and Sustainability Initiatives: Farfetch is committed to social responsibility and sustainability initiatives. They collaborate with brands that prioritize ethical practices and environmental sustainability. By supporting Farfetch, customers contribute to these initiatives, making a positive impact on the fashion industry.

Mobile App Experience: Farfetch offers a user-friendly mobile app that provides a seamless shopping experience. The app is well-designed, allowing customers to browse and purchase products with ease. It also offers exclusive app-only deals and notifications, enhancing the overall mobile shopping experience.

Overall Shopping Experience: The overall shopping experience at Farfetch is exceptional. From the website design to the product range, pricing, customer service, and delivery, every aspect is well-executed. The seamless navigation, reliable services, and commitment to customer satisfaction make Farfetch a preferred choice for luxury shopping.

Comparison with Competitors: When compared to its competitors, Farfetch stands out for its extensive product range, competitive pricing, and excellent customer service. The website design and user experience are superior, providing a more enjoyable shopping experience. Farfetch's commitment to authenticity, quality, and social responsibility further sets it apart from its competitors.

Pros and Cons of Shopping at Farfetch: The pros of shopping at Farfetch include a wide range of luxury products, competitive pricing, excellent customer service, reliable shipping and delivery, and a user-friendly website and mobile app. However, a potential con could be that some products may have limited availability due to high demand. Overall, the pros outweigh the cons, making Farfetch a preferred choice for luxury shopping.

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Contact Farfetch customer service

Phone numbers

+44 20 3750 1250 +44 75 5728 0789 More phone numbers

Website

www.farfetch.com/usa

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