I’ve had a very disappointing and frustrating experience with FARFETCH’s customer service. I purchased a set of four plates, one of which arrived cracked. After over 20 days of endless emails and providing photos as requested, I asked for a simple replacement of the broken plate. FARFETCH claimed they couldn't offer a replacement due to their marketplace model, even though the item was still available, and instead insisted on a full return for a refund. Reluctantly, I agreed to follow their return process, despite the inconvenience and frustration it caused. I sent two emails requesting details on how to proceed with the return – including questions about the courier, shipping costs, and how to reorder – but I never received a response. It has now been 15 days without any communication from them. This experience has been a complete waste of time and energy. Not only did they fail to provide a reasonable solution for a damaged item, but they also completely ignored my emails when I was willing to comply with their process. I will not be shopping with FARFETCH again, and I highly advise others to reconsider before making a purchase. The lack of professionalism and customer care is unacceptable.