FarfetchReviews 1,822

I recently ordered my friend a gift from this company, and didn't open it because I didn't want to destroy the packaging. My friend opened up the presence and turns out I received the COMPLETE wrong item. Embarrassed me and ruined my birthday present to them. Like a normal person would do I called farfetch to discuss how we can fix this, as the item I received has not even been touched. They said no refund, no exchange and no to fixing the problem because the 2 week window has closed. Never ordering from this place again. Thanks for wasting my money!

The delivery was amazingly quick even being shipped from UK and Italy to the US, less than 48 hrs though I was expecting a few days. Orders from other shops within the United States (not Farfetch) take much loooonger. Amazing packaging. Coming from Russia and Dubai where you always get the brand's shopping bags included in your order for a great experience, and not having the same in the US from luxury brands was a surprise (not via Farfetch). Thank you Farfetch shops for including those, it is just a nice touch and attention to the client, and overall everything was perfectly packed. Both ordered products are great and as expected, love them and will definitively enjoy using. Also, I have saved a few dollars comparing to buying the same from the US online stores. Thank you Farfetch, will continue shopping with you.

I'm a permanent client of Farfetch living in Canada for years. I love the company for a quick return and reimbursement. Not this time. I returned the item on August 27 with DHL tracking # *******632 Today is September 15, my returning parcel is still travelling all over the world with the new tracking # *******831. Have you ever heard for DHL takes 20 days to reach the destination? If for curiosity you look for this itinerary you will be surprise how the parcel travel the world. It was tree in UK, twice in Italy and I can't receive my return. To tell that I'm disappointed is to tell nothing. It is the worth experience I've ever had with useless customer service which doesn't want to open investigation with DHL. I wrote the article to couple of fashion magazines and waiting for the publication in October. Maybe it can improve something in the service of the company which positions itself as one of the best on the market. I'm still hoping to receive my refund one day. Sincerely, Tatiana Manoukovski

Hope this finds you in good spirit. This is to let you know that I have just received my shipment. Both the articles are exactly the same as shown in the pictures on your website. I am so happy about it. Thank you for your help throughout the journey. Today I can say it with utmost certainty that you people and your company is 100% genuine unlike other companies. Here onwards while placing my next order I won't be sceptical about it anymore. I know now, that you will deliver the exact product as shown and described on your website. Thank you once again for everything.

I ordered three pairs of sneakers on 6 August, which I received quite promptly. I contacted Farfetch to organise the return of two pairs of sneakers as they didn't fit. It's now 11 September and the shoes have still not been collected due Farfetch failing to provide me with complete mail labels on three occasions, a failed pick up by the Courier company (DHL), a then 30km round trip to DHL to return the shoes directly to the Courier, who refused to take accept them as the paperwork from Farfetch failed to include forms for Customs. I only received the completed paperwork two days ago and the Courier failed to collect them today. I have had excuse after excuse from Farfetch and I desperately want to get rid of the shoes so I can get a REFUND which I'm entitled to. This has wasted so much time and created so much stress. Farfetch? NEVER AGAIN

I have been placing orders through Farfetch for a very long time, I have Platinum status. And for the first time I faced such an unpleasant situation, which made it possible to feel a complete lack of customer protection on the part of Farfetch Russia, a complete lack of desire to help and understand the essence of the problem on the part of Farfetch Russia employees. Everything in order.

I ordered a Tag Heuer x Supreme stopwatch at Farfetch in June. Delivery was carried out from the Stadium Goods boutique (USA). The courier brought the order - the box was intact, without traces of opening at any stage of transportation. And what was my surprise when inside the box I discovered the absence of a stopwatch and a neck strap for it. Everything else was in place - the box, instructions, return documents. I called Farfetch straight away, then emailed them photos of the content. The support representative promised to investigate the situation. Then a month of waiting and I receive a letter stating the refusal of compensation due to the fact that the boutique announced that it had put the goods in the box, and DHL representatives said that the weight of the parcel did not change during transportation. I was not provided with any evidence that the boutique put the goods in the box. The fact that the weight did not change during the transportation is logical, since I received what was sent from the boutique and the shipment was not opened during transportation. The weight of the package I received is 600 grams. The same weight is used in the DHL system. This is just the weight of the contents without the stopwatch and neck strap. If the boutique had put a stopwatch when sending, then the weight of the parcel would be about 200 grams more, that is, about 800 grams - even a schoolchild can understand this. But the "specialists" of Farfetch Russia did not want to delve into the essence of the problem, even after the repeated appeal and sending them a video with detailed weighing of each attachment from the package and the whole package. After another month, they also sent an unsubscribe with a refusal to compensate, in which they did not even bother to indicate the correct weight - instead of 600 grams, which appear in the DHL system, they indicated 1300 grams.

The conclusion from this whole situation is the following - when making orders through this service, always keep in mind that in the event of any serious problem, Farfetch will not attach any to solve it.

HORRIBLE EXPERIENCE WITH FARFETCH. Purchased a $700 pair of Golden Goose shoes - the GGDB branding came off after just 2 wears. Contacted Customer Service – no response for over a month. Then - after several follow-ups – they finally offered to arrange a return back to the boutique (in Italy) for a "brand assessment" which could take up to 3 months, without any guarantees - apparently they could still deem it ‘wear and tear' and send me back the faulty shoes. Apparently, it's totally acceptable for a pair of $700 designer shoes to become faulty after 2 wears with the Seller assuming no responsibility or warranty whatsoever!
Bought the shoes in June, it's now September and I still don't have a resolution, nor a pair of shoes I can wear. Just a disgrace that Farfetch acts this way. To all you online shoppers – DON'T buy from them. Go elsewhere. And if you're buying online, check the returns policy as you may find yourself at a loss if anything goes wrong.

I ordered sneakers for my girlfriend for her birthday. They said the sneakers would arrive before the 27th of August I waited till the 26th call them because I saw no movement in my package it wasn't even picked up. They told me it was being picked up and would be to me by tomorrow because there partners where close by. I waited nothing on the 27th, I waited nothing on 28th so I call back and they keep telling me to wait or I can't get my money back will they finish their investigation. I don't get why I have to wait for them to resolve there problem with the shipping partner who knows they didn't not even deliver the package according to there tracking number it's so stupid the customer has to suffer for a mistake on your end my girl still hasn't got her gift and I don't have my money never again will I order from you guys I'll just stick to ssense I have never had that problem! They even had the nerve to put deliver after I been calling and the tracking at ups says under investigation it didn't even make it to the truck on the way to my hour so whyyyyyy

Terrible customer service.
An item has no arrived.
Confirmed by DHL as lost- never left warehouse to be delivered.
Farfetch refuse to refund me the money- asked me to claim via DHL and DHL confirm that farfetch need to place the claim through as they are the client (which makes sense to me)
I am from Australia- is there a fair trade ombudsman that i can contact- i am seeking legal advice based on this.
However lawyers are looking into a ombudsman first.
If anyone can send me any help that would be much appreciated. Please email me at *******@hotmail.com.
Thank you again