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Farfetch Customer Service Phone, Email, Contacts

Farfetch
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www.farfetch.com/usa
www.farfetch.com/usa

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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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L
4:04 pm EDT
Resolved
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Farfetch returns

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.

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Farfetchsucks
, HK
Aug 18, 2014 10:59 pm EDT
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Avoid this company like a plague! Farfetch deliberately held up my refund for no reason. Total scam and i am now escalating to Paypal. Wasted so much of my time and i am sooooo upset! Totally not worth it.

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A
12:25 pm EDT
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Farfetch terrible service

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

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2:47 pm EDT
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Farfetch dishonest store

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.

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N
12:57 pm EDT
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Farfetch poor customer service

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!

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2:20 pm EST
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Farfetch overpriced and poor customer service

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

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S
1:20 pm EST

Farfetch would never recommend them to a friend

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.

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H
1:26 pm EST

Farfetch do not waste your time nor your money with farfetch

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!

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M
9:28 am EST

Farfetch I wont be shopping with this store again

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.

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S
5:54 am EDT

Farfetch I tried to ring customer service and it only put me on a left message

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!

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VK930
Danville, US
Jan 09, 2013 4:16 am EST

I completely agree! I had a similar experience and haven't even heard back from any e-mails! Do you have the number for customer service? I'm running out of options... I couldn't even find a number...Thank you in advance!

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N
5:45 am EDT

Farfetch still waiting on my return!? still heard nothing

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.

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G
7:39 am EDT

Farfetch I will not recommend anyone to buy from here

I am new customer to FarFetch. Made a checkout payment of $758 AUD after the exchange rate. FarFetch replied, cancelled my order and request for bank transfer. Tried to do a bank transfer, now it cost $808 AUD with the lower exchange rate and bank transfer fee that I have to pay. Apparently the first payment was already been sent and now FarFetch has refunded me, its going to take 14 days to do a credit refund. Horrible, I am not going to pay until I receive my first payment.

Don't understand why FarFetch has to complicate the payment process. I never had such problems with LUISAVIAROMA, MR PORTER, Net-A-Porter etc eben with huge transactions. FarFetch doesn't understand 'service quality', now it has incur extra cost and time on their customer hands. It really hurts to get such a terrible shopping experience, I will not recommend anyone to buy from here. MR PORTER and Net-A-Porter are both UK firms like FarFetch, but their customer service is absolutely outstanding compared to FarFetch.

AVOID THIS WEBSITE.

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volpino
, TW
Apr 01, 2013 2:12 am EDT

Agreed. Customer service is terrible. They even price the same item differently per country.

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R
3:20 am EDT

Farfetch I have had the same bad customer experience as most of you

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.

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G
7:32 pm EDT

Farfetch after almost a week farfetch.com could not even tell me where the goods were or what was happening

Placed an order almost a week ago - farfetch still unable to tell me where the order is or what is happening.

Order shipped after a few days, then the DHL status said returned to shipper.
Chased the company several times for a response, no one ever got back to me as promised. In the end cancelled the order; I am now very nervous as to whether I will get any sort of refund.

I would advise people not to use this service - very unsatisfactory service and unreliable. By comparison I used another service in the US and the goods were shipped from the US to Asia in 4 days; after almost a week farfetch.com could not even tell me where the goods were or what was happening - total joke! Do not use this site.

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K
5:13 am EDT

Farfetch the shoes do not fit

A terrible experience. I wish i had seen the many negative reviews before i spent $350 on a pair of shoes. The shoes do not fit, as the actual makers have said they run a half size smaller than regular. so i have spent 5 days emailing farfetch customer service only to get absolutely no response whatsoever. i see now why they don't even have a phone number to reach them on their website. obviously that is a dead give away for very bad customer service dept..

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J
7:43 am EDT
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Farfetch no order number given after payment

I just purchased a pair of Dr Martens from SeftonFashion.com and their website is operated by Farfetch.com. Once I have completed the payment with my credit card, the page goes back to Sefton home page with no order number given or email acknowledgement even after 5 hours. I went to SeftonFashion Facebook page and posted a comment about not getting an order number and to my surprise, the wall posted was deleted after an hour. I subsequently sent email both on SeftonFashion.com and Farfetch.com but there has been no response from anyone. I know Farfetch has already charged my credit card since I received notification from my bank about the charge.

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farfetch.com rep.
London, GB
Mar 20, 2012 4:34 am EDT

Hi Jeff, We did have a minor technical failure in our site on Monday morning (from 1am to 9.30am) and that affected our order processing. Please accept our apologies for this error. Someone from our customer service team will be in touch with you soon to explain the situation further but again, please accept out apologies for any inconvenience caused. Thanks, farfetch.com.

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E
5:02 pm EST

Farfetch 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!

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farfetch.com rep
London, GB
Feb 03, 2012 2:45 pm EST

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.

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D
7:24 pm EST
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This review was chosen algorithmically as the most valued customer feedback.

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...

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L
7:25 pm EDT

Farfetch fraud

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!

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farfetch.com
, PT
Nov 02, 2011 4:03 pm EDT

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.

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H
3:35 pm EDT

Farfetch 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.

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hellon
London, GB
Feb 05, 2013 1:52 pm EST
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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.

F
F
farfetch.com
, PT
Sep 20, 2011 3:58 pm EDT

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.

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K
4:22 pm EDT

Farfetch 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.

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Sue McCombe
Brisbane Metro Area, AU
May 06, 2013 12:16 am EDT

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.

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

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www.farfetch.com/usa

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