FarfetchReviews 1,822

If you have issues with the order, you're SOL. Customer service advisors tend to overpromise that they would resolve the case but you'll never hear from them. My case is still going on for almost 15 days now, I've dealt with 9 reps and spent 2 hours of phone call repetitively explaining the situation. Don't be fooled by the discounts that you could get at Farfetch. It's way too stressful if they mess up your order. When you do complain about the issue, the most you'll get is a lecture on how the business model is bullet proof and a small token of appreciation -10% off promo code. If you're going to buy luxury goods, you might as well enjoy the experience by visiting the boutique/store and get treated well.

Mostly I'm very happy with Farfetch, but when you need customer service to act and solve a problem your frustration level gets high.
I received an item and need to return it. Farfetch order system is not updated and shows the item is still on its way to me. As long as the status is not "Delivered" I cannot use the return procedure. Send several emails, but no response nor an updated order status. How can one possibly sent back an item within the recommended 7 days when the order system fails and Farfetch customer service doesn't act?

Order some boots on sale for $410 I was so excited to get these boots so I waited days for it to be shipped only to see that my order was cancelled for some reason. It says my order was cancelled because it sold out, but clearly it wasn't because the boots were relisted in their site. I was never notified by email or anything. The only reason I know is because I was constantly checking their site to see when my order shipped. Really disappointing. Won't be ordering from them again

DISCLAIMER: I have never left a single review for any other retailers I shop at. This is truly a horrifying, frustrating experience that I have never ever run into in my entire life.

HORRIBLE CUSTOMER EXPERIENCE: 1) I tried to return a package and selected the time window for DHL pick up. The window is always 3 hrs. So I picked 5 pm to 8 pm. Guess what? DHL does not work during that time! And guess what? Farfetch does not let you modify the pick up time! I'm stuck with re-scheduling with DHL and explaining the whole situation with them because I don't have a DHL account. 2) Finally the package was picked up. Guess what? It got to the DHL warehouse and they told me the shipping label is faulty, when scanning the bar code nothing came up and they cannot ship it. DHL asked me to get a new shipping label. Now my package is stuck in their warehouse for 1 week because Farfetch still hasn't got back to me.

SCAMS:
Farfetch is an online platform that supports boutiques to scam people. I order a pair of Prada booties, the sender is some random boutique I've never heard of. The boots are SO STIFF and uncomfortable, and I cannot even put my feet in.

So I shipped back everything including the box, the wrapping paper, the envelope with all papers/receipt in it and only tried on the shoes for 5 min in my bedroom because they are too small for me.

They falsely accused me of returning a package in a "bad condition" just so I HAVE TO KEEP IT. I have never been this wronged and framed in my entire life. I cannot believe the injustice I'm receiving and they are not willing to provide any proof or details. Just a generic returns policy and "we cannot accept it".

After reading the reviews below, I'm come to realize that 1) how does Farfetch make sure these are REAL from RANDOM BOUTIQUES? 2) This is a SYSTEMATIC SCAM where they sell fakes to you at real price, and make you keep the items.

HORRIFYING.

FREE SHIPPING SCAM: this is straight forward, NOT FREE.

I ordered a prada bag and instead received a pair of hiking shoes. Despite the fact that the return is purely being made because of an error on THEIR apart, customer service is still extremely unhelpful. I sent the item back and Farfetch confirmed they received it - however still no refund after 2 weeks. I call almost daily to chase on the refund but the only advice customer service has given me is to wait a few more days for processing' and they are apparently unable to do more than email the boutique' to follow up. If a company as established as Farfetch can only email' the boutique and do not have other mechanisms to escalate cases, this is a serious flaw in your corporate operations and needs to be addressed ASAP. Still waiting on my refund.