Farfetch reviews and complaints 191
Keywords
refund customer service experience money return package mistake dhl email website item price sneakers pick up service shoes retailer ups boutique proofNewest Farfetch reviews and complaints
this shopping experience is so disappointing
Tragedy happened again. I bought a cloth from farfetch.com, they sent me a wrong size, and I sent their email and shots of my order history and cloth label I received. But no one responds me until now, guys what should I do, pay another shipment fee to send it back, or asking him to exchange this item with free charge? This shopping experience is so disappointing!
Farfetch - they took some large sums of money from my bank account and I haven't even ordered anything from them
This company is just a scam company please avoid. They took some large sums of money from my bank account and I haven't even ordered anything from them. You cannot contact them by phone and the only way to contact them is via e-mail. Eventually someone from Farfetch phoned me, but they were incredibly unhelpful. Didn't want to give any details of the...
Read full review of Farfetch and 26 commentsfraud
This website is a fraud. They have taken money from my account after canceling my order without any reasons. They have not responded to any of my emails. Stay away, this website is a FRAUD!
Dear lat7,
Would you be so kind as to provide us the email address used to place your order and also to contact us?
Please note that you can also contact our customer service to get further details about the cancellation of your order using the link below:
http://www.farfetch.com/pag91.aspx#Help1
Thank you.
do not use this site, it is awful
I just bought a trousers ship to uk and that item is only cost 260 pounds, while i was purchase, there was only one shipment method to choose, which was express 2 days delivery( 12 pounds). its been 3 - 4 days now and just got a call from dhl saying i need to pay101 pounds more for vat charge.
It is a awful website.tI bought a bag from it, when i received it, I found it is in bad
condition, at least three scratches on the surface of the bag, I had to return it t, and after that I bought the
same bag fromstore in london . i sent pics of the scratches to farfetch by email and photo of the receipt of BV
london store in the letter. If I didnot realy want this item, why did I
bought again later? Actually as a birthday gift, this mater made me in very
urgent status and wasted my time .I think the farfetch should take the
reponsibility for it, and make a apology to me . But they just refund me the item cost, not including shipment fee £27.
Below is the answer letter :We have received your return and we confirm that bag was not faulty. Please understand that we have inspected the bag and we the scratches you mention area feature from the leather and not considered a fault.
For this reason, we have not processed the refund for the shipping costs.
Dear Handy,
We are truly sorry to hear about your bad experience and we would also like to explain what happened.
The amount you have been charged when placing the order includes the price of the product and the shipping costs. The $101 the DHL is charging you does not refer to VAT -which is included in the total price of your purchase- but to import duties.
If you would like to know more details about this, kindly contact our Customer Service Advisors.
Best regards.
stay away from this website
From what I understand the commission withdraw the stores is 15% to 25%, so far so good. I just do not understand why they want more 10% for dispatch of goods when the buyer is also paying the invoice.
I agree with most of the complants already expressed. The website does not work porperly. I placed an order going through the correct process but at the end when I had paid there was no confirmation or receipt. I thought the transaction had not gone through so I repeated the process - still no confirmation or receipt. All the while my credit card is being debited. I contacted Farfetch about the problem but to this day have never heard from them - several months have passed. I had to get my bank to stop payment. I would stear clear of this company.
clarification from the ceo
As CEO of farfetch.com I welcome any points of view and as a company we really listen to all complaints.
We are a young company and we are improving our processes, feedback is, therefore, very important to us.
I would like to comment on the posts above.
I don’t know where these customers are based, but judging from the posts, I believe these are orders shipped to the US (or to non-EU countries) from European boutiques.
It is true that if you live in the US buying in *any* European retailer does not offer the best shopping experience. First because there are import duties on the inbound, and second because in case there is an return, there are more duties applicable on the return.
At farfetch.com we were very clear in our checkout information that these duties did apply and wouldn’t be refunded in the case of a return to the EU from the US or other non-EU country.
farfetch.com has been working hard to improve our service, and make purchases from European retailers into the US much easier.
We have, in the beginning of April 2011 introduced a free returns collection service worldwide.
In particular, international customers will greatly benefit from this new service as it means any returns via our designated courier will be free of return transport charge and free of return duties. Please refer to our new returns policy for exact details.
I am confident that with this new service, the satisfaction levels when purchasing in Farfetch.com will improve significantly.
Following the introduction of our free returns and collection service, we took the initiative today (12th April 2011) of offering a 100 USD voucher to ALL US or non-EU customers who have ever bought and returned an item with us.
We know we have a long way to go, but we are determined to fulfil that mission and welcome any comments along the way!
José Neves
CEO
farfetch.com
The complaint has been investigated and resolved to the customer’s satisfaction.
The CEO, Jose Neves, wrote a PHONY< FALSE rebuttal to the complaints about his SCAM SITE: Farfetch.
Jose Neves is a drug dealer, a CHILD PREDATOR, and a LIAR.
Jose Neves has NO credibility!
BEWARE of a "luxury goods" site called Farfetch aka https://www.farfetch.com/.
Fartfetch aka https://www.farfetch.com/ is a scam and FRAUD site where thousands of customers are charged for clothing, shoes, handbags, but are sent ONLY COUNTERFEIT PRODUCTS OR EMPTY PACKAGES AND ARE CHARGED MONEY THAT THEY NEVER GET BACK!
FARFETCH AKA https://www.farfetch.com/ IS HEADED BY CEO Jorge Neves, who is a huge money launderer, international drug dealer, and scam artist.
Farfetch aka https://www.farfetch.com/ is a FRAUD AND SCAM SITE THAT STEALS MONEY FROM UNSUSPECTING CUSTOMERS AND NEVER RETURNS MONEY TO CUSTOMERS.
BEWARE OF Farfetch aka https://www.farfetch.com/ HEADED BY JORGE NEVES, THE SCAM ARTIST.
Customers order and pay for products from BEWARE OF Farfetch aka https://www.farfetch.com/ HEADED BY JORGE NEVES, THE SCAM ARTIST, but either never receive the products they paid for or receive counterfeit merchandise.
When they call the customer service phone number, cusotmers are given the run around, false excuses, and bullshyt by the Farfetch staff and are never given any resolution.
BEWARE OF Farfetch aka https://www.farfetch.com/ HEADED BY JORGE NEVES, THE SCAM ARTIST.
Farfetch is a FRAUDULENT SITE THAT SCAMS POOR CUSTOMERS OUT OF MONEY and plays games and even commits additional fraud against the credit cards and debit cards of customers and identity theft overseas.
The customers will never be able to resolve the identity theft committed against them and their financial information, because Farfetch does all of this overseas so that there is no trace!
I was victimized by Farfetch and so have been millions of other customers!
Do NOT order anything from BEWARE OF Farfetch aka https://www.farfetch.com/ HEADED BY JORGE NEVES, THE SCAM ARTIST.
Also beware of Jorge Neves, who is a relative of scam artist Jose Neves.
Joerge Neves pretends to be a supervisor, in customer service, but in reality he works for Jose Neves and never ever resolves the customer problems.
BEWARE!
WORST ONLINE SHOPPING EXPERIENCE EVER. A MONTH LATER MY ORDER IS NOT DELIVERED. AFTER PAYING AND PAYING AND PAYING EXPENSIVE CUSTOM FEES. CONSULTANTS PROMISE TO FOLLOW UP AND NOTHING. NEVER EVER AGAIN!
I am an extremely dissatisfied ex-shopper of this website
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.
As CEO of farfetch.com I welcome any points of view and as a company we really listen to all complaints.
We are a young company and we are improving our processes, feedback is, therefore, very important to us.
I would like to comment on the post above.
Judging from the post, I see this is an order shipped to the US (or to non-EU countries) from European boutiques.
It is true that if you live in the US buying in *any* European retailer does not offer the best shopping experience. First because there are import duties on the inbound, and second because in case there is an return, there are more duties applicable on the return.
At farfetch.com we were very clear in our checkout information that these duties did apply and wouldn’t be refunded in the case of a return to the EU from the US or other non-EU country.
farfetch.com has been working hard to improve our service, and make purchases from European retailers into the US much easier.
We have, in the beginning of April 2011 introduced a free returns collection service worldwide.
In particular, international customers will greatly benefit from this new service as it means any returns via our designated courier will be free of return transport charge and free of return duties. Please refer to our new returns policy for exact details.
I am confident that with this new service, the satisfaction levels when purchasing in Farfetch.com will improve significantly.
Following the introduction of our free returns and collection service, we took the initiative today (12th April 2011) of offering a 100 USD voucher to ALL US or non-EU customers who have ever bought and returned an item with us.
We know we have a long way to go, but we are determined to fulfil that mission and welcome any comments along the way!
José Neves
CEO
farfetch.com
they sell items from europe, don't respond for weeks, send to the us and for their returns they make you pay 200 customs and $55 shipping
The absolute worst. They sell items from Europe, don't respond for weeks, send to the US and for their returns they make you pay 200 customs and $55 shipping, although the site says full refund for returns, so the total loss of any item around $1000 is $400 if they don't fit. I tried ordering again thinking they might have changed and have been waiting for a response for a week. Nothing.
The knowledge of the uncertain life of a person is not able to say, then of a space, which is considered a pseudoscience or features, and indian palmistry the rings should be discovered. But soon after being known for more than the completion of the sky. Before you know about the universe, that is, when they were made then in the first place, from the school of astronomy and mathematics.
If you want more knowledge visits us: http://astrolegend.com/palmistry/
i placed an order on 31/05/13 ORDER NO . LVJ8, it arrived on 05/06/13 which is quite fast . But here's the part, when i received my T-shirt, the size fitting is wrong . i ordered a XS shirt, but the shirt that i received, was too big even thought there's a tag with a sticker stating XS . i bought shirt from the same brand and through FARFETCH but the size of the shirt is way too much of a different . i hope you guys can get my shirt exchange ASAP !
As CEO of farfetch.com I welcome any points of view and as a company we really listen to all complaints.
We are a young company and we are improving our processes, feedback is, therefore, very important to us.
I would like to comment on the post above.
Judging from the posts, I see this is an order shipped to the US (or to non-EU countries) from European boutiques.
It is true that if you live in the US buying in *any* European retailer does not offer the best shopping experience. First because there are import duties on the inbound, and second because in case there is an return, there are more duties applicable on the return.
At farfetch.com we were very clear in our checkout information that these duties did apply and wouldn’t be refunded in the case of a return to the EU from the US or other non-EU country.
farfetch.com has been working hard to improve our service, and make purchases from European retailers into the US much easier.
We have, in the beginning of April 2011 introduced a free returns collection service worldwide.
In particular, international customers will greatly benefit from this new service as it means any returns via our designated courier will be free of return transport charge and free of return duties. Please refer to our new returns policy for exact details.
I am confident that with this new service, the satisfaction levels when purchasing in Farfetch.com will improve significantly.
Following the introduction of our free returns and collection service, we took the initiative today (12th April 2011) of offering a 100 USD voucher to ALL US or non-EU customers who have ever bought and returned an item with us.
We know we have a long way to go, but we are determined to fulfil that mission and welcome any comments along the way!
José Neves
CEO
farfetch.com
unreachable
The worst customer service ever
I just recently made a purchase only to find that the item still has not shipped - and I still have not heard from them after sending them countless of emails - i've lost count -
I still am not sure if my order was confirmed or not - however all the money is missing from my bank account into theirs!
Respect for their customers I don't think so! - i'm getting frustrated by the day
And the fact that they don't even have a customer service telephone number for their u. K headquarters is ridiculous!
Unreachable! Totally avoid...!
The complaint has been investigated and resolved to the customer’s satisfaction.
I am left with no shoes and in deficit in my bank for a delivery charge
Worst Customer Service i have ever experienced. I ordered a pair of guess shoes, they sent me the wrong size, i then had to return the shoes paying out an overseas delivery charge to get the shoes back to them and i never received any refund on the cost of returning the shoes even though it was farfetch's mistake. So i am left with no shoes and in deficit in my bank for a delivery charge.
As CEO of farfetch.com I welcome any points of view and as a company we really listen to all complaints.
We are a young company and we are improving our processes, feedback is, therefore, very important to us.
I would like to comment on the post above.
Judging from the posts, I see this is an order shipped to the US (or to non-EU countries) from European boutiques.
It is true that if you live in the US buying in *any* European retailer does not offer the best shopping experience. First because there are import duties on the inbound, and second because in case there is an return, there are more duties applicable on the return.
At farfetch.com we were very clear in our checkout information that these duties did apply and wouldn’t be refunded in the case of a return to the EU from the US or other non-EU country.
farfetch.com has been working hard to improve our service, and make purchases from European retailers into the US much easier.
We have, in the beginning of April 2011 introduced a free returns collection service worldwide.
In particular, international customers will greatly benefit from this new service as it means any returns via our designated courier will be free of return transport charge and free of return duties. Please refer to our new returns policy for exact details.
I am confident that with this new service, the satisfaction levels when purchasing in Farfetch.com will improve significantly.
Following the introduction of our free returns and collection service, we took the initiative today (12th April 2011) of offering a 100 USD voucher to ALL US or non-EU customers who have ever bought and returned an item with us.
We know we have a long way to go, but we are determined to fulfil that mission and welcome any comments along the way!
José Neves
CEO
farfetch.com
Farfetch - they do not honor what they've put up on their website and neither do their suppliers
I ordered a pair of Volta boots today at the price of EUR100 and shortly after I received an email from RBS confirming that my payment successfully went through I received another email from Farfetch saying that my payment has been refused and hence my order cannot be completed. I emailed them again and got a reply saying my credit card would be credited...
Read full review of Farfetch and 45 commentsFarfetch 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.
Here is a guide on how to file a complaint against Farfetch on ComplaintsBoard.com:
1. Log in or create an account:
- Start by logging into your ComplaintsBoard.com account or create a new one if you don’t have an account yet.
2. Navigating to the complaint form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.
3. Writing the title:
- Summarize the main issue with Farfetch in the 'Complaint Title'.
4. Detailing the experience:
- Provide detailed information about your experience with Farfetch, including key areas to mention in the complaint.
- Mention any relevant information about transactions with the company.
- Explain the nature of the issue, steps taken to resolve it, and the company's response.
- Describe the personal impact of the issue.
5. Attaching supporting documents:
- Attach any additional supporting documents related to your complaint. Avoid including sensitive personal data.
6. Filing optional fields:
- Use the 'Claimed Loss' field to state any financial losses.
- Use the 'Desired Outcome' field to specify the resolution you are seeking.
7. Review before submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it.
8. Submission process:
- Submit your complaint by clicking the 'Submit' button.
9. Post-Submission Actions:
- Regularly check for responses or updates related to your complaint on ComplaintsBoard.com.
Ensure to follow these steps to effectively file a complaint against Farfetch on ComplaintsBoard.com.
Wish
4310 reviews
AsSeenOnTV.com
21 reviews
The Great American Spice Co.
1 review
Telebrands
124 reviews
PriceAngels.com
13 reviews
Most discussed Farfetch complaints
they do not honor what they've put up on their website and neither do their suppliersRecent comments about Farfetch company
Farfetch is selling low quality / faulty nike air max shoesOur Commitment
We make sure all complaints and reviews are from real people sharing genuine experiences.
We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.
We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)
Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.
Personal details of reviewers are strictly confidential and hidden from everyone.
Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.
Is ComplaintsBoard.com associated with Farfetch?
ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Farfetch Customer Service. Initial Farfetch complaints should be directed to their team directly. You can find contact details for Farfetch above.
ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.
Use this comments board to leave complaints and reviews about Farfetch. Discuss the issues you have had with Farfetch and work with their customer service team to find a resolution.
Hi. I'm very sorry to hear you are having problems with your order. Please note that farfetch.com offers free worldwide returns which includes all returns and exchanges, we just ask that you let us know within 5 days of receiving the product. Please contact our customer service team using this form: http://www.farfetch.com/pag91.aspx#Help1 and someone should be able to help you with this promptly. (Please note office hours are 9am-6pm GMT) Thanks for your patience & our apologies for the inconvenience, Farfetch.