Farfetch
reviews and complaints

So I placed a order for 2 pairs of fendi shoes with FarFetch on March 27, 2021. I receive a email on March 29, 2021 that both shows have been shipped together. On April 1st I received a package from Fed Ex with only 1 pair of shoes. I call farfetch immediately only to find out the shoes was sent out by separate vendors through separate mail carriers. They told me DHL delivered the other pair of shoes on March 30 at 11am. I work from home and my desk is literally next to my front door. I also have cameras and a doorbell ring device that notifies my phone when ever anyone comes up the steps. So I know for a FACT they DID NOT come to my house March 30 at 11am. I called them multiple times, to Investigate the vendor and the mail carrier. They lied and said they would but never did. They finally called DHL APRIL 29 2021, and they told them that the item was delivered on March 30 2021 at 11am. So Farfetch emails me a petty email saying they can not do ANYTHING. Then put #blacklivesmatter! So you steal from the lives but they matter!? How racist! How nasty and uncaring can you be?

After receiving the email I called and requested to speak to a manager the rep Victoria said she can not transfer me without getting my information. I gave her EVERYTHING she asked for, just for her to say sorry I can not help you. I never asked for her to help me I asked for her manager. She then hangs up on me. Every time I call they hang up or make a reason why I can not speak to a manager. I still have not received anything. The are scammer and they don't care if the vendor actually gives you the item or not.

So basically I lost almost $600 and farfetch will not refund me or send the item I PAID FOR! The 3rd vendors they use are frauds! They lie and say they sent the item and never send it!

Petty [censored] email!

Thanks for waiting while we worked on your case.

Sorry, we can't refund order YMNM4F
Thanks for your patience while we looked into your order.

When checking your order details, we noticed you selected the "On-Demand Delivery Service" with the carrier. By selecting this option, your order doesn't require a signature upon delivery and can be left with a neighbour.

Any loss or damage that results from delivering the order with this service is not the responsibility of FARFETCH or the courier. The courier's terms and conditions are clearly stated when you select a delivery option.

We appreciate your understanding in this matter.

Farfetch Customer Service
#BlackLivesMatter

I bought the boots on JAN 10, but at first the transfer warehouse claimed they did not receive it even though it was shown signed by fedex (certification attached). Then, on Jan 26, the warehouse informed me they received my boots. But I have already bought the same pair at somewhere else. So I contacted Farfetch to initiate a return by using DHL pick-up service on Feb 1, and then Farfetch received the return boots on Feb 5. According to their return policy and promise earlier, it takes 10 days to show the refund. But until Feb 25, 15 days after they signed for the return goods, they said there was a very small scratch on the surface. This was sooo ridiculous! It was totally non-sense and disgusting. I have been in China all the time and never worn it. The DHL guy took the parcel away and they were responsible for the delivery. Farfecth signed, meaning they accepted the return! It is very probable the boots were defective when they shipped out! I have contacted them many times but they did not reply about the refund and marked the order closed. Also, I have seen many similar cases pointing out they did not refund on purpose! Somebody pls help here and give farfetch deserved punishment! So many similar cases on the Internet! They vanished and only replied like a robot! Totally robbery, no merchant treated customers THAT WAY!

Dear Sir/Madam,
I purchased three different sizes of the Gucci rhyton trainer; returning one size 36.5 via DHL (refund provided), one 37.5 (via Royal Mail- this is being chased up via Royal Mail) and one size 37 (via DHL). The latter has not been refunded and I have made serval enquiries. The last correspondence I heard from Farfetch was on 18-02-2021, copy email below:

Farfetch Customer Service 18 February 2021 at 17:44
To: "[protected]@gmail.com"
Hi Heather,

'Thanks for contacting Farfetch.

Our internal team have reached out to DHL regarding the order V8JR67/GLS121344783- Rhyton leather sneakers, Size: 37, DHL associated tracking number [protected]. The package has to be found and at least be sent back to the boutique before a refund can be issued.

Order number UK7FJL/ GUC121298475- Gucci Rhyton leather sneaker size 37.5, the DHL associated tracking number is [protected] also does not have any transit movement to indicate it is being returned to the boutique.
Can you advise which return label was used to return the item? I will also have to open a lost return investigation for this item.

Can you please fill in the details below regarding order UK7FJL, size 37.5.

Order: UK7FJL / GLS121344783

Return label tracking number if known- (usually on the return label that says from customer to Farfetch) the number after AWB-

Pick up or drop off date:
Picked up or drop off time:

Pick up address:
or
Drop off location:

Did the customer return more than 1 package at the same time?:

Which courier company was it handed to:

Soon as I receive the filled details, I will ask our internal team to open a lost return investigation for this package.

If you need any further assistance, please do not hesitate to ask, I would be glad to help you.

Wish You a Great Day!

Best Wishes,

Rakey

Farfetch Customer Service, incluing the last one n: 18-02-2021, as follows:
DHL '

I am very concerned that I have still not had the refund (£660) for the trainers despite their being returned via DHL on 5th February. am tired of writing and nothing happening. Please refund asap. This is alot of money. The returns label number for the return via DHL on 5th February which I used and you provided: A0011T-FLR-PSX.
Thanks,
Heather

I have ordered 2 sunglasses, and only one came. The box was small so it was not possible to put both in them, even DHL have confirmed that-but still fighting more than a month for a refund.
Order WZT9LY was made 7.12.2020 and came 11.12.2021 without one sunglasses
The glasses were Christmas present and I had to buy the new one.
After several emails I have called again yesterday and they have said that the refund have been refused

I made an order before Christmas for a gift, the item was updated with ups and noted as delivered a day earlier than expected. I had no delivery and contacted fare fetch asap to advise them I haven't received anything, they told me to wait until the delivery day, I did so and still not received anything. They said they would investigate and then advise the case closed as ups states the parcel was delivered! I am so upset they would do that, I just wanted the item, they were rude and unhelpful and now I have no item and have been robbed hundreds! Most unprofessional company to work with high-end products they need to be reported.

I had order Gucci GG Marmont small shoulder bag which is size width 26cm. But received GG Marmont mini shoulder bag with size 22cm.
I had also paid to Malaysia custom for import duty tax with MYR921.40 which is cannot refunded even though goods returned to seller.
Very disappointed with Farfetch as I had spend so much money to buy a luxury tru Farfetch. I'm need to ask for refunds and also claim the import duty tax that I had paid from Farfetch. Seller need to bear all the extra charges caused by wrongly sent item from seller.

Between 5 and 14 Nov 2020 this company with four hypothetical

sales overloaded my credit card with the amount of €7, 085.00.

And without I ever having any contact with this company before!

I live in Athens, in suburb οf Athens Pefki. I never had the intention

to buy anything from this platform. Anyway I did Know it before.

But this company accepted my credit card someone else to use

it.

I odered a MSGM tshirt on sale from farfetch. Item was reviewed for few days when all the other items I ordered came. The shirt I got was on sale at 70% off. Thought I had a great catch and was anticipating it. Another shirt was sent to me instead of the one I bought. I checked the price of the shirt I bought the next day after I snapped it and the price went up, I still thought I was lucky and had a good deal. I was so dissapointed and I now cant help thinking about it. Usually orders come real quick but this time it took days. I dont care if u put up the wrong price or what but since I already ordered and paid for the item, I think the merchant should honour the purchase and send me what Ive ordered instead of sending me some ramdom shirt and possibly forcing me to return the item and thus making this sales canceled. Such a disgrace!

I ordered a coach bag from ferfetch $350 and they send me the wrong coach bag.. i return the item ..and they are not refunding me .. ots been a long time.

Ordered a wallet on farfetch, nothing was delivered to me, no delivery person came to my apartment that day (thus, no contactless delivery, no in person delivery with a signature), although farfetch says it was delivered and that package might have been left outside in the street and somebody might have stolen it but they say they're not responsible for it. And told me I had to pay for it still. I really do not understand, why did not they did deliver to my apartment, and why would they leave it in the street as they say? And if they lost it, why am I paying for it, while they can easily solve between farfetch and shipping company, but they're too lazy to resolve the problem actually, and i'm left hanging here like this clueless, feels like they scammed me and took my money.

I placed an order with farfetch (3 pair of shoes). DHL the carrier left the package ($2500) order at my front door. Mind you, I live in a apartment complex. I never received my order. I informed farfetch that I didn't receive the order and usually, if I'm not home the carrier will leave the package with the post office with a note saying I can pick it up there. No such thing happened. They said they would do an investigation and get back to me. Below is what they informed me. Are you kidding me! DHL confirmed they left the package at my front door. I informed farfetch I didn't get it and this was their response. I will fight this tooth and nail to get my money and never do business with them again.

We're sorry, we can't refund order VS1117163468.

Thanks for your patience while we looked into your order.

We carefully tracked your delivery and can confirm your order was delivered to the shipping address you provided. We are therefore unable to issue the refund you requested.

We know this is disappointing however, we thank you for your understanding.

Kindest Regards,

Victoria P.
Farfetch Customer Service
www.farfetch.com

To who it may concern,
Please help me
An item did not arrive at my property.

Farfetch refuse to acknowledge this.
Dhl has called it lost - have emails to prove this is needed.
Lost at the warehouse - never left the building - was never put on a truck towards my home.
Farfetch refuse to acknowledge and say that I need to make claim via dhl
Dhl have emailed me stating that they have contacted farfetch saying it is lost (contacted them on the 7th of august) but farfetch is the client - and not me and I am unable to make a claim.
I have emailed farfetch this - but they are clearly ignoring me.

Farfetch states - that they lost liability based on the 'signature release'
However the item had never left the warehouse - and considered lost prior.
And this has been confirmed by dhl - (happy to forward emails to you)
Farfetch have just closed the case.

Nealry a $300 item!
Not my fault at all.
No connection or attempt to come to me was made.
Was lost at warehouse - between farfetch and dhl

Asking for my money back in regards to the item

Thank you again
Really appreciate all that you will be doing in regards to this case.

Attached are all emails etc. Thank you again

Email contact: [protected]@hotmail.com

I ordered a package from Farfetch and it was never received. They made me wait 15days just to tell me there's nothing they can do about it and I'm out of $700 and nothing to show for it. I do not recommend this company. DO NOT BUY FROM THIS COMPANY!

Hi,

This is related to my order number VQMN87. I had placed the order on 16/7/30 on farfetch .
The order consisted of 4 items of which one was VALENTINO GARAVANI Vlogo bracelet.

Upon placing the order, it was CLEARLY mentioned that import duties and taxes are included . However, on arrival of valentino vlogo bracelet i was told to pay the taxes . I was left shocked and had to pay a sum of INR 4380 . For proof, i am attaching images of the bracelet which is still available on your website and "MISLEADING " (by mentioning import duties included) customers like us .

Its been over a week, and i have not received any satisfactory reply . In all my emails i have sent them i have CLEARLY MENTIONED I HAVE PAID THE DUTY ON ARRIVAL yet they are asking me again and again if i have paid the duty or not . THIS IS EXTREMELY UNFAIR.

"NEVER EVER BUYING AGAIN FROM THIS FRAUD WEBSITE . HORRIBLE CUSTOMER SERVICE . "
I am also attaching the images of import duty receipts for your reference.
Kindly reimburse me the duty AS SOON AS POSSIBLE.

Also attaching images of farfetch emails, where they are repeatedly asking me the same question whether or not i have paid the duty . In my EVERY EMAIL TO THEM I HaVE CLEARLY MENTIONED I HAVE PAID THE DUTY.

Thanks and regards
Shuchi chawla

I purchased a Jacquemus bag from Farfetch for $294 Canadian dollars on may 27th 2020, and I received the package on June 18, 2020(see attachment). I did not like the bag, I printed the DHL returned label (provided by Farfetch, and I returned the bag the next day on June 19, 2020 (see attachment which I highlighted the DHL delivery in my call list). It was a home pick up around 1pm in the afternoon. I though this process went smoothly until on June 30, 2020. I checked my return status for this bag, and my return was declined. I called Farfetch right away, and they was very fast reacting, but 15 days later, Farfetch told me they couldn't find the item because the shipment company had no record on the return item, so I have to take this lost myself(see the attachment). I am quite disappointed. I don't have the returned item with me but I have to pay for the full lost of someone else mistake!This is none sense! I want my money back!

I had purchased 2 identical necklaces and when it was delivered, there was only 1 in the package. By the way that it was wrapped, it's very obvious that it was deliberate. There were 2 pouches, one pouch had the necklace and the other pouch had wrapping paper inside. I was charged for the 2 necklaces. When I contacted Farfetch, the customer service rep Helen S. insisted there was no error on their end and case closed. Now I'm short 1, 500 hkd and no necklace.
As an online consumer, how can I trust Farfetch with any future purchases? Is Farfetch a scamming company, I do see many complains about this company.

Below is the message between Farfetch

Sent from my iPhone

Begin forwarded message:

From: Boboluk
Date: June 1, 2020 at 20:09:52 GMT+8
To: Farfetch Customer Service
Subject: Re: Your contact with Farfetch - Order R7GM27


I spent HK1500 in your company for empty bag and it took so long in processing didn't resolve any even sent me very inappropriate messages that I made mistakes, what's your company policy? Where's consumer protection? I am schemed from your company that's the only thing you've been doing and I'm thinking about report this issue to police station just in case there are more victims

Sent from my iPhone

On May 29, 2020, at 17:51, Farfetch Customer Service wrote:

 Hi Luk,

Thank you for your response.

Your case has been carefully reviewed however, due to the results of our investigation, we are still unable to process your requested refund.

We sincerely appreciate your understanding in this matter,

Best regards,
Helena S.

Farfetch Customer Service
www.farfetch.com

--------------- Original Message ---------------
From: Boboluk [[protected]@yahoo.com.hk]
Sent: 29/05/2020 02:40
To: [protected]@farfetch.com
Subject: Re: Your contact with Farfetch - Order R7GM27

Hi customer service
What should I do after purchased two necklaces and only one received ？I won't pay any invisible good... I'm being very patient to wait for my necklace which supposed delivered long time ago and it never happens, Now even get such disappointed response that's totally unacceptable.., so shame about it happened under such nice online shop
Sent from my iPhone
On May 28, 2020, at 20:16, Farfetch Customer Service wrote:


Hi Luk,

Thank you for waiting while we looked into your order R7GM27.

After careful review of your order details, we are unable to issue you a refund for this order.

We can confirm that our partner included your items in the package that was sent to you. As an added measure, we also checked with the shipping partner and can conclude that the package was not tampered with before or during delivery.

Thanks for your understanding in this matter.

Best regards,
Helena S.

Farfetch Customer Service
www.farfetch.com

--------------- Original Message ---------------
From: Boboluk [[protected]@yahoo.com.hk]
Sent: 22/05/2020 03:27
To: [protected]@farfetch.com
Subject: Re: Your contact with Farfetch - Order R7GM27

Dear customer service
My package is totally fine outside but inside very chaotic, one necklace in small bag and other one only a wrapping paper inside and I don't think the missing necklace lost on the way to HK but in packaging location
Sent from my iPhone
On May 19, 2020, at 21:29, Farfetch Customer Service wrote:


Dear Luk,

Thank you for contacting Farfetch. I hope this email finds you well.

Kindly know that we have opened an investigation for the missing item and I'm currently still awaiting for updates from the relevant teams.

Rest assured, as soon as I have feedback, I'll contact you right away.

In the meantime, please don't hesitate to get back to me if you require any further help.

Best regards,
Helena S.

Farfetch Customer Service
www.farfetch.com

--------------- Original Message ---------------
From: Boboluk [[protected]@yahoo.com.hk]
Sent: 19/05/2020 10:01
To: [protected]@farfetch.com
Subject: Re: Your contact with Farfetch - Order R7GM27

Dear customer service
Haven't received any update information from missing necklace since Thursday, pls follow up my ordered as soon as you can
Sent from my iPhone
On May 15, 2020, at 13:02, Boboluk wrote:


Hopefully get update news from you ASAP
Sent from my iPhone
On May 14, 2020, at 16:55, Farfetch Customer Service wrote:


Dear Luk,

Thank you for contacting Farfetch. I hope this email finds you well.

First and foremost, please accept our sincerest apologies for this inconvenience and the disappointment caused. Whilst we ensure all items are shipped without any problem, the packaging stage is still subject to human error. We apologize sincerely.

I will contact our partner right away to have further information about the second necklace.

Once I get an answer from them, I'll update you.

We are truly sorry for the inconvenience and we would like to thank you in advance for your patience and comprehension.

In case there's anything else I may help you with in the meantime, please let me know. I'll be glad to help you.

Best regards,
Helena S.

Farfetch Customer Service
www.farfetch.com

--------------- Original Message ---------------
From: Boboluk [[protected]@yahoo.com.hk]
Sent: 14/05/2020 03:48
To: [protected]@farfetch.com
Subject: Re: Your Farfetch order has now been shipped!

My orders only delivered one necklace I'm very disappointed
About your arrangement, let me know if it takes long time to
place other one ... I'll request for refund . And hope have any
response ASAP
Sent from my iPhone
On May 11, 2020, at 19:33, Farfetch wrote:


farfetch logo
YOUR ORDER WILL BE WITH YOU SOON…
Order Number: R7GM27 | Tracking no: [protected]
View Account
PLACED
IN PROGRESS
SHIPPED
placed step image
Hi Bo Bo Luk,
Good news, your order is on its way! Simply sign in to your Farfetch account on web or the iOS app and head to ‘My Account > Orders & Returns' to track its journey.
Track order progress
We know you'll want to get your hands on your order as soon as possible, so make sure that someone is available to receive your package. If you're not available, simply contact Customer Service to let them know.

Thanks again for shopping with us!
FARFETCH
Your delivery information
Expected delivery date: 5/15/20
Flat B 3F BLK34 Laguna City Lam Tin KowLoon
Hong Kong
852
Hong Kong SAR
Positively Farfetch environment leaf icon
Climate conscious delivery
We fund global environmental projects to offset the carbon footprint of all our deliveries and returns. Get more info here.
Here's what will arrive
Image

Shipping from MODES, Trapani, Italy
ISABEL MARANT
Pendant Necklace
HK$2, 959.20

Loved that?Why not try these?

NEED FURTHER HELP?
Contact our friendly Customer Service team - remember we'll need your order number.
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Farfetch UK Limited, The Bower, 211 Old Street, London, EC1V 9NR
UK company number [protected]
Please note this is our registered office and returns cannot be accepted here.
© 2019 Farfetch UK Limited
This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notif

This is not the first time purchased from this website, most of the time are good except this round in end of feb 2020. Farfetch vendor refused my return of a wallet after she inspected with very long nails and claim I had scratched the item and refused my return. Then, she return the wallet to me but suck in italy dhl due to convid 19. I been mentioned to farfetch in march 2020, I need did not damage the item and I want my money back. After almost 3 months the vendor is now forcing me to accept the wallet return by dhl and refuse to refund.
Everyone, please ensure take photos of the product before pack / return, otherwise, you will be another victim.
Here is the photo of her long finger nails inspecting the wallet!

WORST customer service experience with heartless communicating willingness to solve a problem for the lost package.

I purchased one US$616.25 Issey Miyaki dress on March 15th, 2020 and the package was shown delivered in UPS tracking status on March 19th while I sat home the entire time for COVID-19 Stay-in-Shelter order but I actually NEVER received the package. For such an amount, Farfetch shipped it via UPS without signature required.

On March 19th- Within an hour on the same while I found UPS tracking status showed the deliver，y was made, I contacted Farfetch by phone immediately for not receiving the package in fact and following up with emails after phone calls. At beginning, Farfetch told me to wait for their investigation with UPS. I waited for a month and contacted Farfetch again for the outcome, they simply told me the tracking status showed the package was delivered and they cannot do anything. So? After one month waiting, Farfetch's investigation is still only nothing but the UPS tracking status which has been up there in UPS website. At that moment, I was really helpless and Farfetch insisted they have done their part and they cannot refund me the lost of package (merchandise) as the tracking status showed it's delivered.

In beginning of April- While Farfetch doesn't give any support and is not willing to help a loyal client in such an incident, I had no choice and I had to dispute this charge with my bank and in the meanwhile I also tried to contact UPS by myself to find the lost package. UPS was actually attentive after I started speaking with them and asked for the investigation, they took around 2 weeks to look for the lost package/incident including to contact the local distribution center and confirmed with me the lost package on May 4th. in the end. The UPS gentleman we spoke with is John on Investigation Department and he confirmed with us UPS would be responsible for merchandise credit + shipping cost to Farfetch as Farfetch is the Sender.

On May 4th- I was really happy to go back to update Farfetch with the news which I believe they can refund me finally as UPS is responsible for the loss. Since then, Farfetch started telling me their interval investigation has been closed within 14 days and they could not open my investigation again unless I can provide a documentation from UPS to Farfetch. Throughout the whole time, I have been doing the job for Farfetch to get the money back from UPS and then they still asked me to get a proof? Fine, then I went to UPS to ask for a documentation for Farfetch, UPS told me they can't reveal the paperwork to me as I'm the 3rd party and they can simply provide to Farfetch if Farfetch requests. I forwarded this information to Farfetch anc they are still not willing to take a look nor rejecting to speaking with me and UPS in phone together while UPS is willing to do a 3 ways conference call to provide information to Farfetch directly on May 8th.

On May 8th- After following up with Farfetch for 2 months, their supervisors always declined my request to speak with, and their customer service agents Emily M. in our long email chain and Bruno I spoke for 2 hours in phone on Match 7th always told me they understand my frustration but they cannot help ANYTHING. Today, the customer service agent Carolina C. emailed me directly that they cannot investigate anything anymore. Period.

There is no choices because Farfetch has disconnected to work with this lost package incident, I can only work with my bank and just take the loss for US$616.25 if the bank cannot stand for the dispute in the end.

I can provide all email chains and audio recording of my conversation with Farfetch as an evidence to prove I'm telling the frustration as a fact/truth.

I have been shopping with Farfetch for almost 5 years. What a customer service I have received! If you plan to buy anything on Farfetch, good luck! Be ready for your loss and lose money for nothing, because they simply do not care their clients even if their client tries so hard to work with them.

SAD. SAD. SAD.

I returned an item on April 10, with the tracking number, I found the item had arrived to the boutique for a week, but the status shows on my account was still "returning". After contacting customer service several times, they finally replied me that the brand box was damage and they can't accept my return. I explained that I returned the time with undamaged box, and I didn't know what happen on the road. They didn't give me any solution and started to ignore my email. And now, I don't have the item back or my money back. 1200 dollars are not a small number for me!

I have tried three times to order a purse from Farfetch. The first time, I was charged but then got an email 3 days later saying they couldn't verify my payment information (fishy) and my order was canceled. I placed a new order with a different credit card. Again was told it was canceled, but that charge is STILL pending on my credit card. I called support and was told there would now be a note on my account and my next order should go through with no issues. Two days later, I get an email asking me to send a picture of my ID and credit card. That's when I started googling and realizing a lot of people have had issues like this. Now I have two charges, one on each credit card, that are pending and have not yet been canceled. This was very fishy to me and I've never had these issues with my card before (I have a Chase Sapphire Reserve card, those are pretty well trusted by most online vendors). I'm concerned about if I will get my money back for multiple purchases and I don't even have the item.