I have been a Farfetch customer for many years now, always happy with all of my purchases. But recently I purchased a Gucci bag from them, expecting the full luxury experience as always, including branded packaging and certificates. Unfortunately, the bag arrived in a simple carton box, wrapped in tons of white paper as if I ordered it on some Chinese website! I have paid for this bag €1.200 (the full price as it is sold in Gucci boutiques), so the least I was expecting was the bag to be in its original branded packaging, which incudes box, dustbag, tags and certificates etc. The only thing I got with the bag was the dustbag, and even that looked very questionable, since its color and material differed from the one I got in Gucci boutique! When I contacted customer support, their response was utterly dismissive: “We’re sorry to not reach your expectations,” and they blamed the brand for providing the item in this condition. Still, I don’t understand why do I have to pay the same amount for a designer bag wrapped in cheap paper that I would do for a bag bought directly from the store with all the branded packaging and accessories. Given the circumstances, they should have at least offered a partial refund for this terrible experience, or give me back my free delivery option since I had to return the item. They refused to do so as they believe that they did everything right on their side! They failed to deliver on their promise of a premium experience and provided inadequate customer service when I raised my concerns. I will not be shopping here again and urge others to be cautious if expecting a genuine luxury shopping experience!