FarfetchReviews 1,822

I placed an order 2 weeks ago, the delivery time anounced was 4-5 days, however my order is still "Preparing for shipping".

I tryed many times to understand why I'm still waiting for my order and I chated many times with the "customer service" (it's a non sense because they're completely inefficient and don't ensure a quality service) the only answer they was able to give was "We contacted the store to know why your order hasn't been shipped".
After many reminder and times wasted chating with them I decided to cancel my order, and they told me they weren't able to do that neither because they have to wait for the answer of their supplier.

So here's my situation: I can't receive my order because their supplier doesn't answer and I can't be refunded netiher because they don't answer. So I can't wait decades but they did debit my account! I paid for something I won't receive and I can't cancel, I call that a theft!

I am in the midst of what is becoming an exceptionally annoying problem with Farfetch. After Christmas I ordered two sets of earrings, one for myself and one as a bridal gift. The earrings arrived late and the ones meant for the bride arrived damaged. I've contacted Farfetch and went several round with them due to their "no return of earring policy." While I understand this policy, you can't charge over $500 for damaged goods and not have some mechanism for refunds. I was asked to send two separate sets of pictures of the problem, which I did, and was finally told that I can return them to the boutique for "assessment and exchange." Thanks but no thanks. The wedding for which these were meant to be a present is rapidly approaching so I now have to buy yet another gift and I'll be stuck with two essentially identical sets of earrings. I was also denied an opportunity to speak with a supervisor about this case, despite being very patient and asking very politely. Disgraceful customer service. Stay away. This was my first and last time with Farfetch.

Just following up on my 4 unique orders from Farfetch. I had clear communication from pick up, through to when the boutique received my returned jacket. Within a week my full refund had been credited!
FarFetch - guys, you are the best!

Really impressed, ordered from farfetch UK for the first time on 4/1/15 and purchased lovely shoes delivered from Cologne, Germany. Paid £18 for 2-4 day DHL delivery where I was able to track my order every step of the way and my delivery arrived on day four 8/1/15. When I called Farfetch UK they were very helpful in letting me know when to expect my parcel and advising me on whether I had to pay custom fees etc ( in this instance I didn't have to). They also send emails about your order, keeping you constantly updated on the whereabouts and ask for feedback, which to me shows that they do care about improving. I think this is an excellent company with great value for money, helpful customer service and most importantly (for me) an excellent delivery time.

I ordered a coat as a gift for my son, who was visiting from NYC over Xmas. I ordered on 12/11 and they took my Paypal payment. It is 12/31 and I still have no coat for my kid. All customer service could do was say "It's in customs in Cincinatti". I see, however, that the order languished on the company side until I called on 12/23, and then they claimed it was shipped. They did nothing with the order even though they took my money. Their compensation for late (still no) delivery is a $75 promo code, which I don't want. Why would I want to buy anything else from them? A terrible store. AVOID.

I ordered from this site because I couldn't find the specific DVF sweater I wanted in my size from other well known (to me) online stores or e-tailers. I ordered the sweater, & received the DHL delivery quickly. (At a cost if $24)However, the boutique it came from sent the wrong item. I received a DVF silk blouse, not a wool blend sweater. I spent over an hour in an online chat with Farfetch who explained to me that they could not give a full refund, including my original shipping cost ($24.00), because they sell for over 300 boutiques & the individual boutique needs to approve it. I was then asked to, send a photo of the item received. Bottom line, an hour in an online chat, 7 emails exchanged with 4 photos attached, & boutique still insisted they sent the right item. They would not acknowledge mistake. Farfetch rep saying "I'm on your side" but apparently powerless to help the consumer. Would NEVER buy from Farfetch again. NO customer service! Consumer has to prove by photos showing fabric tag of item received that it did not match fabric of item ordered! Still no refund of original shipping cost. DO NOT waste your time buying anything from Farfetch. Big hassle for THEIR mistake!

My son ordered a pair of boots on the 11th December but they haven't arrived.
I have emailed both Farfetch and Swear London but the replies are very generic and nothing is getting sorted.
I have asked for a full refund but once again the email said they are looking in to the issue.
I would never use this company again as the customer service is very poor.

I ordered a pair of boots, 400£+, paid for delivery etc and on the day the boots were supposed to be delivered to me I just saw the UPS truck turn around and leave my street without stopping. Then the status of my order was changed to "Refused to accept the order. Had not placed order. Returning item to sender". I had paid 400£ for these boots, I sure wanted to have them and had not entered a random street address either! I immediately contacted UPS to check, sounded like it was a mistake on their end. They said they were ordered to hold the goods and eventually to return them to sender. Sure, on the evening when they were to be delivered, 7 days after I had placed the order, they miraculously decided they want them back. I spoke to Farfetch, they said the issue was with UPS. Got back to UPS - the issue was with the sender. You can guess how this ended - boots got back to Italy and I was only refunded the amount of the item, not the shipping cost. I had to chase the support person to have them refund the shipping as well.
But that's not where it ends. A few days ago I decided to buy a pair of trousers. Placed the order, paid with paypal, all good. 30 minutes later I received an e-mail that the order was cancelled. Tried again with my card - same thing. I had opted for boutique delivery, so I decided to try and have it delivered to my door instead. Tried again with paypal payment - cancelled. Card - cancelled. I waited for a day, then asked my friend to pay with her card and see if she will be allowed - cancelled. During this period I spoke to a few support representatives and they said my payment was refused. Well, I had just used that card to buy x-mas presents and had had no issues whatsoever. Farfetch also refunded a few payments, which means they were actually completed. Last time I spoke to support, they mentioned their "goods are expensive and they need to make sure billing address is fine". They said in order for my payment to go through, I would have to send a copy of my credit card and a utility bill. Not only did I not receive my 400£+ order, but I had also been blacklisted! Awesome service, Farfetch! I currently have more than 1000£ being blocked by them and it is Christmas time, so this makes it even more ridiculous. Don't ever buy from them, horrible retailer!

I ordered earrings from farfetch.com that were not what I expected (more later) and even though the site aggressively promotes their free returns policy, and the materials I received with the shipment detail the free return process, when I tried to return the untouched items online the site did not allow a return, nor explain the reason. In addition, after the purchase I received an email thanking me for the purchase and again promoting their free return policy. By calling customer service, learned that earrings are not returnable. I was told there is nothing they can do since I agreed to this in the terms and conditions. Of course, if an item is an exception to the policy they should communicate this overtly, not in a legal agreement that will be checked in passing. I feel that this is deceptive practice, and unfair to the consumer, and they were unbudging in their claim that there was "nothing they could do." This is of course not true! They could and should allow me to return the item and refund my money.

In regard to the item, the problem is that they put pictures of it without indicating the scale and gave no information on size or weight that would indicate that these earrings where of exceptionally large size and weight — 5 inches long and hugely heavy, when I assumed from the picture that they would be on a more normal scale. (In my opinion, they are ridiculous and unwearable — and thus returns.)

My experience with farfeatch.com was totally unacceptable, and I recommend that others avoid this company. Too bad fro them too, since my wife had a shopping cart full of lux items that she wanted to try out.

European boutiques using Farfetch seem to hide behind the website and as they do not really deal directly with the customer, they will hide behind the wall and not provide any sort of service if there is an issue.
More often than not, the items sent out are damaged or soiled or have defects of some kind.
Even if they admit the defect was known at time of shipping, they will not refund your shipping if you return the item.
Neither the boutique or Farfetch will take responsibility.
If im interfacing with Farfetch, i expect something from Farfetch, as they are the representative. They will not provide a direct contact with the boutique yet will happily use the 'its not our fault, its the boutique's fault' line.

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Update here in response to Farfetch contact below (as there seems to be no way to respond):
Oh please
Stop posting you canned responses to every bad review you get.
I only posted the review HAVING ALREADY contacted your representatives.
You cannot judge a company when things go well, you can only judge them on how well they handle the case if there is an issue.

I do not see why i have to pay for original outbound shipping if the boutique had already admitted to the knowing of the defect but had decided to send the item anyway.
If the boutique and you both refuse to refund on shipping as this is through no fault of my own, then this is how i judge you.

I was pretty nervous at first after seeing some of the other reviews. I placed my order just three days ago and the package arrived today. I purchased a jacket that I could not find anywhere in the us and for about $300 less (even including duties/shipping). I called their customer service before placing my order to make sure there would be no additional charges. My item arrived neatly packaged and it perfect condition. I was happy with the fit so I did not have to return it. The boutique I ordered from is Spazio Pritelli in Italy.

I will never shop with this company again. After placing a order one day prior to a huge sales drop in price, the service representative did not bother to contact the boutique, instead I was told to return the item and place a new order, after realizing I was not being refunded my shipping of 24 dollars I contacted another sales rep who told me that they did not contact the boutique and this matter could have been resolved without additional shipping charges. I talked to the management and they said it's not their problem. I am now paying over 48 dollars total in shipping charges for items. I will do everything I can to make my voice heard about this.

I loved the idea of this company. The selection is great. The prices can be good if you're knowledgeable. However, the cust service is terrible. I got a notice of a 'good customer' pre sale on thanksgiving. I ordered 2 things. On Monday, I get an email of an additional 20% off. I call and write to see if I'll be refunded the 20% since my order hadn't even shipped. Long story short, no one was available. I didn't get the refund. No US store would treat good customers so badly.

A issue about order at cyber monday
I want to ask these customers who used the code x201dec14 (20% off) at cyber day. What is the amount you got after you use this code? I was told that it should be 80% of the price exclude duty and plus the full amount of the duty. However, I realized that it should be 80% of the amount include import duty. What is your result when you use the code? I feel that I was fooled.

Cancelled my order for no reason and then said it was my fault. I didn't trust the reviews and it was a big mistake! Everyone that wants to order designer brands PLEASE order from East Dane, Mr. Porter or Luisaviaroma. Those sites have provided excellent service everytime!

This is my first purchase at Farfetch.com and everything went smooth. I have contacted the customer service and the response was very fast. I ordered a Valentino bag on 27 Nov and it is shipped on 01 Dec and arrived on 03 Dec. Shipping is quick and fast. I am living in Canada and am afraid that they will charge me duties and taxes. However I wasn't charge any extra money. The price that you paid for your order already include customs and duties. I have been worrying since I saw so many negative reviews after I made a purchase on Farfetch. Luckily everything went fine. Overall, I am happy with my purchase and I would definitely shop at FarFetch.com again.

I had a problem with my Cyber Monday order.
I also had an issue with my sign on account. The office was closed so I had to deal with them this morning. I have already received my refund and they corrected my account. I think this company is really trying to work out the bugs. I will use them again. I ordered something else and I have yet to receive it. If the Zoe Report thinks it is a good site, then I think users need to give it a chance.

I bought a leather jacket from farfetch blk dnm. It dident fit so i returned it. Well after 7 days they contact me by email saying the store wont give me a refund and will be shipping the jacket back to me becouse apparently it smelld smoke and had been worn... NOT only do i not smoke i only wore it ONES! This is unaccepteble. I am thinking of making this a legal matter. Its the worst experience ive had with online shopping. Ive orderd from many different stores outside of eu but i have never been treated this badly before. Also i recived a bill from dhl for 200 dollars for shipping that i was under the impression that it was free... They told me that i had to pay for it becouse shipping to norway is ddu. Also not true as this is the first time ive had to do this even though ive order from the us and outside of eu before.

84 One-Star reviews can't be wrong. Let's all consider that again. 84 One-Star reviews. 84! I had the WORST experience with FarFetch. Ordered a Dsquared2 gown on behalf of a client for whom I am a stylist/personal shopper. I witnessed my client try on the dress which was a little too small and didn't drape properly. Immediately arranged for a return tag and had the item shipped back per the site's specifications within the appropriate time frame. Lo and behold, the dress arrived back at my doorstep last Friday (with no heads-up from FarFetch customer service) The boutique asserts that the dress is "damaged" and in addition to dumping an unusable dress back on me they charged an additional $120US for the privilege of being screwed over (duties and shipping) FarFetch has provided me with the same tired "your agreement is with boutique, not us" song and dance that others have received and has done nothing to lobby for a more satisfactory outcome. I've offered to pay a restocking fee. I've asked them to negotiate a lesser refund. All to no avail. I have a dress worth over $1K that does not fit and was not wanted by my client. So, add BOTH me and my client to the list of aggrieved patrons of FarFetch. I've had previously successful purchases on the site but given this experience I will never shop here again. In fact, I will actively discourage others (including the thousands of members of AICI) from shopping here. Not worth the headache and financial damages one may suffer at the whim of their boutiques. Far better sites are Matchesfashion.com and netaporter.com for items in these price points.