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Farfetch Customer Service Phone, Email, Contacts

Farfetch
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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
7:01 am EDT
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Farfetch Return and refund

23rd May 2019, I ordered a pair of MOSCHINO Ticker logo embroidered cotton track pants £165.00
When they arrived, they were a small Saint Laurent T Shirt, with your Farfetch label attached

I immediately rang the far fetch office and explained I had received a Tshirt, not even the same make as my original purchase.
The office apologised and arranged for this to be picked up and returned to Browns. The carrier collected the very next day.

I was told that a replacement pair had to be ordered and paid for again £165.00 and a refund would be sent once the goods were delivered.
The carrier collected the next day and the new correct goods arrived the following week.

Their partner disputes the fact that the wrong item was returned. I explained this to sales adviser at Far Fetch when it arrived and I ordered EXACTLY the same product I had originally ordered as it was a birthday present and I couldn't wait for the refund to be issued before I ordered them again, at the same price of £165.00. This will be on the notes regarding this order.

They have said communication was attempted by email but I have explained there was an issue with the email at that time. However, you did have a telephone mobile number which could have been used, and wasn't. I WILL NOT accept that I have a t shirt which is of no use to me with a Farfetch label on it that stands me at a cost of £165.00. The will be able to see from my account that I have never ordered a Saint Laurent Tshirt from Farfetch. This purchase was my first ever purchase from Farfetch. It is impossible for me to purchase this anywhere else as you they offer an online shop!

Also, the T shirt is worth more than the track pants I originally ordered

I hope this matter can be resolved and a refund issued

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8:38 pm EDT

Farfetch Cancel order and set the product new season that the promotional code will not available any more

I just bought a cloth on the website two days ago. I have waited for two days and it still not being confirmed. A few hours ago I received an email telling me that the order was cancelled. When I try to buy again, the product becomes a new seasons product, that mean I can't use the promotional code, I need to pay more $500. I don't know why Farfetch can treat customers like this, cancel customer orders and set higher prices. I had two shopping experiences at farfetch before, and my previous experience is good.The experience this time made me feel very sad and disappointed.

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1:30 am EDT

Farfetch Men’s off white industrial belt

As of August 16th, 2019 I've been trying to purchase a men's off white industrial belt. My mom has purchased it for me using her card and we get an email from FarFetch saying our order is being processed. After about 4-5 hours later it says our order has been canceled and we will receive a full refund in 10 business days. My mother and I are very confused as of why the order has been canceled twice because she's placed the order twice. We're calling customer service tomorrow.

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9:13 pm EDT

Farfetch reverse refund - farfetch inquiry: 6e7jp3

Online purchase was performed on the 5 of July and the status was Accepted for Processing. However, the Farfetch customer service said they never received the payment as it was cancelled in their system. However, my local bank provided evidence that Farfetch had received the money on 08/07/2019 with reference no: 5664253189FS. I had emailed the Farfetch customer service with detailed information. However, the customer service stopped responding to my email after I requested for a reverse refund.

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Update by Jessie Kong
Aug 18, 2019 6:19 pm EDT

When the refund will happen? where will I receive my USD2k?

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3:37 pm EDT

Farfetch farfetch.com farfetch

This company is a complete joke. Their customer service team is atrocious and their representatives are completely clueless. I made a purchase on their website and was charged and then received an email follow up to say my order was cancelled. I called them back and they said had to wait 24 hours to place the order again, which is ridiculous. I am a paying customer and they don't even want my business? AVOID AT ALL COSTS - THIS COMPANY IS A SCAM

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AtrociousLove
, US
Aug 18, 2019 2:23 am EDT

FACTSSSS, I’ve order an item and it goes through but then they cancel my [censored].

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11:55 am EDT

Farfetch loss of packages, refused to refund, burberry t-shirt, givenchy hoodie, 720$

I ordered a Burberry T-shirt and a Givenchy hoodie on Farfetch on May 15th, the total value was 720$. However, I did not receive my packages, and the packages were lost. The lost was also claimed by the shipping company DHL.
Those packages were lost because the driver did not follow the instruction to collect my signature, so it's not my responsibility to pay for the loss. However, Farfetch refused to refund me after a two weeks investigation. Farfetch needs to refund me because it's not my responsibility for the loss of packages.

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刘家桢
, US
Dec 06, 2019 8:47 pm EST

I am in exactly the same position! I ordered a Canada goose vest and they never delivered it to me but refuse to give me refund. Such an irresponsible behavior!

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NadaC
, NL
Sep 07, 2019 11:32 am EDT
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I am in a similar no refund situation. I have followed the instructions for return pied-a-lettre and their boutique claims the products arrived without the Farfetch tag and with dirt stains. They did not report this, only when I asked 2 weeks later about the refund they came up with these allegations. So I am basically at a loss of -1140 EUR.

After reading all these complaints from customers I really, really think we need to start some sort of class action against this fraud of a company. This is structurally happening over and over again, unfortunately most buyers only check reviews after having ordered with Farfetch...since it is a big online platform, nobody would imagine it's such a joke.

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5:36 pm EDT

Farfetch adidas falcon sneaker

I ordered a pair of adidas falcon sneakers that was on sale for $86.00 that was suppose to delivered two days later. I was eagerly checking my emails looking for an exact shipping time the item would have been delivered. Two days later I receive an email stating my order has been cancelled due to a payment issue. How was there an Issue with the payment when my card was charged. Obviously the payment was fine. I contacted Farfetch on the 646 number provides for US customers on the email and spoke with a lady who had a very thick French accent, who stated that my order was canceled because they wanted to verify my information with me and my bank . Huh! I asked her what type of information needed to be verified. She couldn't give me a specific answer. She kept asking me would I like to reorder the item and then they can contact me and my financial institution directly. I told the women I'm not comfortable with any one contacting me or my bank to verify anything. I accused her of being involved in a scam situation she then proceeded to read this long and pitiful speech about how it's safer for their customers and their financial institutions just to verify the information. She continued to ask me permission to reorder the item and again contact me or my bank, she kept asking "is that alright with you " I told her absolutely Not. I told her I don't feel comfortable providing any more information as it's not needed to place an order. My card was charged so what was the payment issue. I told her I will look into this matter further do my research and if I wish to reorder anything I will contact you and hung up. I went on line and researched and read some similar experiences on scams that they use to receive your personal information. Do Not Buy From Farfetch. Where have you ever heard of a company trying to contact your bank to verify info about your credit card that already went through. BEWARE!

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3:29 pm EDT

Farfetch I was charged although I did not have an account

I never made a purchase on farfetch, although everyone I know gives positive reviews about farfetch buying and returning and customer service. It seems that this problem happened with a lot of people and I suggest that the company takes measures against it. Someone is using the website to steal money. The company has to stop the purchase when a complaint like this is made and refund the money. And increase the security measures. Today I was charged for 196.28 USD on farfetch and i called on the spot both the bank and farfetch. The people who steal or clone the credit cards make sure the transaction is done when the company is closed so u can't reach them fast.

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3:44 am EDT
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Farfetch unauthorized credit card charge

Dear Sir/Madam,
Yesterday (April 22) Farfetch charged my credit card 3817, 93 PLN which is roughly 717 GBP. I've never made any purchases at Farfetch. I suspect my credit card details have been stolen (probably in Lviv, Ukraine, where I was last week). I've already reported incident to the police. Please return the money to my account. Sincerely, Olga Linkiewicz

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Nancy Marwan
, US
May 17, 2019 3:31 pm EDT

This also happened to me

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7:09 am EDT
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Farfetch gucci handbag

I purchased a Gucci handbag on Farfetch.com, and having paid quite a lot of money for this, I had the expectation that my order (which was coming from their partner store Browns UK) would arrive to me in pristine condition with its original Gucci box, Swing Tag and Authenticity cards - I.E the original Gucci packaging belonging to my handbag.

This did not happen, I received my handbag, which was wrapped in 2 plain dustbags and a Gucci silk dustbag in an unmarked cardboard box, without it's Gucci Box, Swing Tags and Authenticity cards.

I have phoned Farfetch three times, and after being told that Browns located the original Gucci Box, and would send both the box, and authenticity/ swing tags I was then told that the box was lost and the one that Browns located wouldn't fit my handbag. I asked for the swing tags and authenticity cards to still be sent to me, and they arrived today, only to be a swing tag with buttons belonging to Gucci tiger print tie neck blouse.

This clarifies that my handbag, which was full price had either been used, or was obviously either returned, (but how it was accepted as a return without it's original packaging is beyond me(. If it was a display item, the tags should have still been tucked within the interior of the handbag.

Farfetch have provided the lowest level of service and not a very luxury experience at all in purchasing this designer piece. They are dishonest, and I will never be shopping with Farfetch again. I strongly recommend buyers steer clear of them if wanting to purchase new luxury designer pieces.

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1:17 pm EDT
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Farfetch order cancellation and my money isnt refunding

Recently I have order a shoes on farfetch,
My order is cancelled and my money is being taken by farfetch
I used a visa card, my visa provider have sent me a msg that farfetch have taken my money
This case is really sensitive, after order farfetch never reply my submits. I submitted 2-3 times and it seems like farfetch is ignore me
My bill is 618sgd, farfetch is getting worse and worse each day. After researching for hours I found similiar problem from what I had gotten.
Cancel order without any explaination and not replying submit made farfetch a no go (I have fill every information related to my visa correctly shoe stock also avail)
So whats the reason for all this?

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3:02 am EDT

Farfetch returns

I have used Farfetch a couple of times and it was OK. My last order was a leather jacket which, unfortunately, was small sized. I requested a return, sent the jacket back, it was delivered to Farfetch and signed on March 5. Since then I haven't got neither a reply from the Farfetch team confirming receiving my return, nor the refund.
Moreover, Farfetch doesn't send the return documents with your order, you have to request a return first and then you are emailed the necessary docs.
The thing is they email you the docs after a long period of time which is crucial because to return the item you have 14 days at your disposal.
And if it takes a week or more to get all the necessary docs to send a return, the chances the item reaches Farfetch are very small.
I think they do it to avoid refunds.

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NadaC
, NL
Sep 07, 2019 11:37 am EDT
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I am in a similar no refund situation. I have followed the instructions for return pied-a-lettre and their boutique claims the products arrived without the Farfetch tag and with dirt stains, suggesting somehow that I actually wore the items and then returned them (not the case at all). They did not report this immediately, I received no email confirmation that the products were received (as ALL other shops do), only when I asked 2 weeks later about it and the refund they came up with these allegations. So I am basically at a loss of -1140 EUR.

After reading all these complaints from customers I really, really think we need to start some sort of class action against this fraud of a company. This is structurally happening over and over again, unfortunately most buyers only check reviews after having ordered with Farfetch...since it is a big online platform, nobody would imagine it's such a joke. This needs to stop.

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Y
7:42 am EDT

Farfetch my order was cancelled without any notification and I didn't get my money back

My order was cancelled after 4 days of silence without any notification or explanation. I saw the new status of my order just by chance in the application.
However the money were charged from the card (about 2 000 € what is a very big deal!)
I have contacted Farfetch two times regarding this problem (through web-site form and through email), but they don't seem to care about their clients - I've got no response.

It wasn't my first time of purchasing on Farfetch, so I was sure I can trust them. After this case they definitely lost me as a client.
I am still trying to find out the reason of order cancellation and when the money will be reimbursed to the account.

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Update by Yulia Skudina
Mar 21, 2019 7:42 am EDT

Order number is WM67XE

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seweii
, ID
Apr 04, 2019 1:26 pm EDT
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you are not the only one that had the problem
farfetch is a no go definitely if theres no resolve of this

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A
2:18 am EDT

Farfetch fraud

I have been reading the previous complains and I feel so [censored]in pissed because when you open your bank account and you see this [censored]in company that has charged you an enormous amount of money you would love to set everything on fire.
So the possible option is the company itself or some [censored]in kunt spammer that is enjoying stealing. Who should be held responsible now? What am I doing with the response of the company telling me that "you ve been a victim of fraud, somebody cloned your card and they [censored] you up". Who we should believe if im just sitting the [censored] down in a chair in costa rica? In the bank accou t it appeats fartech douglas gbr.

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4:52 pm EST

Farfetch terrible standard and service

I order a pair of Birkenstock shoes from Farfetch in size eur37, however I received a pair of shoes in different which the left one in 36 and the right one in 39. Contacted the customer service and arrange for the exchange. They said they don't do exchange but I can oreder the shoes and they will refund the first order and the shipping for the new order. 2nd order arrived, what I received is a pair of shoes in different size again, one in 37 and the other one in 40. Contacts Farfetch again, they asked me to return the shoes and wait for the reply of solution. Been a week after I returned the 2nd order and still hasn't heard anything from them yet.

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4:28 pm EST

Farfetch farfetch canceled my order saying out of stock.

I ordered shearling jacket which is on sale on nov 27, 2018. The order went through. I got confirmation email. A few days later, they canceled my order saying it was out of stock. I go ahead and take a look online. They double the price and the coats are in stocks. So the out of stock is a lie. They just wanna charge you more money. I saw a lot of people complain about the price increase issue and they canceled the cheaper price order instead of honor their clients. I got email saying that they credit me £10 in-compensate which is nothing compare to the price they increased (800 usd). I called customer service several times. Each time they put me on hold for more than 30 mins. I should have doubt this company from the beginning since I used to get fraud alert from my credit card when I made a purchase from this site.

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Henrique S. Tavora Pinho
, US
Dec 01, 2018 11:07 am EST

Same thing here. They don’t answer my emails and calls.

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2:25 pm EST
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Farfetch high end garment returned because of defect

The zipper on the garment was defective. Before my daughter tried it on, she pulled down the side zipper. However it went off the teeth and therefore was unable to zip it up again. I telephoned Farfetch immediately and I put the notification of the non functioning zipper on the receipt. When the boutique in Italy received the garment, they claimed the TAG was removed. Not true. It was an outright lie. Then the battle ensued to have my funds returned. This is on going, 3 months later. Hugo insulted me in his email, " we carry only the highest quality garments" and insinuated malice toward me, when it was clearly the boutique that was dishonest. Let's hear it for the Italians! The policy of the Tag is a good one BUT there should be a third party verification and not the boutique that shipped out the garment and makes a fraudulent claim against an innocent client. It is easy when there is a distance between client and boutique. I doubt if they would have pulled this despicable stunt if the client was in their shop. I am currently working with my bank to receive the funds of this item that Farfetch has had in their possession for 3 months now. Hugo M. said to me in an email, " we were about to issue you a credit, but we are not going to do that now because of the chargeback." I regret this abusive attitude from Farfetch to me and all the other customers that have had a similar interaction with the company.

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10:37 am EDT
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Farfetch awful service! no reply at all.

I ordered an IN STOCK Saint Laurent handbag which I thought was on sale. However, 2 days later, Farfetch sent me an email saying my product was out of stock and they had already cancelled my order. I looked at their website and they actually had the EXACT same handbag (with a very different price tag obviously). If they made a mistake on the price tag, they should admit it and say sorry. However, all they did was giving me no option but cancelled by order without asking me. I sent them two emails but got no reply. Their service was unbelievable. I thought it's a reliable online company. They gave me a £10 voucher but I will never use it. £10 means nothing when you are purchasing a designer bag. And, obviously, I will never get anything from Farfetch again.

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P.nyc
, US
Nov 29, 2018 4:07 pm EST

I experienced the same thing. I order fur coat that was in stock and was on sale during black Friday. Two days later, they canceled my order saying it was out of stock. I go ahead and take a look online. They double the price and the coats are in stocks. I also got £10 in-compensate which is nothing compare to the price they increased.

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12:32 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Farfetch has left an official reply on this complaint.

Farfetch service received about a faulty product

Order no :DB5564 made on 15/06/18.
I ordered a jimmy choo mini shoulder bag and it came scratched and the suede part has dents on it and the buckle was scratched too. I'm very frustrated as I've sent two emails to customer services and still haven't received a reply back from anyone. Absolute joke. The bag is now out of stock and I want compensation or a replacement bag of some sort sent as I'm not happy about the service received. The order was a gift which I can't give now and I also sent pictures of the faults.

Regards
Maria Ali

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6:03 am EDT

Farfetch clothing delivery

I ordered some trousers from farfetch. I called the check they could be delivered in time for a planned holiday. They were very helpful and confirmed if I paid more they would get from Italy to the UK on time. When they arrived the box felt suspiciously light. I opened the box in front of witnesses in our company post room and as expected it was empty. The cost of the Prada trousers was £390. I called and asked for a refund. They refused and said they were investigating. That investigation was basically "the courier delivers (not disputed) and said the box was heavy (complete rubbish). They have refused a refund. Next steps for me. 1. Involve the police. 2. Complain to trading standards. 3. Take out a small claims court case. Anyone using this cowboy outfit needs be aware of the complete lack of customer service. Mr Porter I will never stray again. I'm fortunate in that my partner is a lawyer and I can afford to take this as far as needed to get the result I need.

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Update by PatrickBrindle
May 31, 2018 6:10 am EDT

Order number was [protected]. Just in case someone who understands customer service sees this post.

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Harry Andrews
, GB
Jul 10, 2018 8:41 am EDT
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HI Patrick, can you contact me about this please. Have just ordered a £227.50 Christopher Raeburn sweater from Farfetch and they sent an empty box - I filmed the whole thing. My number is [protected]

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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