Farfetch Reviews

Name: Farfetch
Rating: 1.52

1.5 Rating 287 Reviews

12 %

of reviewers recommend Farfetch

Company Reviews

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Metrics

1.5

Based on 287 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 48%
Accurate And Undamaged Orders	Greater than 67%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Farfetch 1 star review on 20th December 2024

Anonymous // 01/01/2019

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“A recent incident involving Farfetch has raised concerns about their credibility and reputation. In December, I purchased a Gucci bag through their platform, which arrived without certification, and the serial number engraved on it corresponded to a different product. I reported the issue, returned the item, and requested that they investigate the seller and take action. Despite sending over 10 emails and making regular follow-up calls asking for clarification on their authentication policies and seller vetting processes, I received no clear response. Instead, they simply returned the item to the seller and refunded my money. Farfetch appears to lack a robust policy for verifying the authenticity of products sold on their platform, as well as clear guidelines on how they select and monitor sellers. Their approach to handling complaints was disappointing—they merely contacted the seller to ask about the item’s authenticity, which is not a reliable method. This incident has highlighted significant flaws in their processes, raising concerns about their trustworthiness and damaging their reputation.”

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Posted 7 minutes ago

“Worst customer service ever literally no help and responsiveness at all. Just filler messages”

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Posted 1 week ago

“I warn against shopping Farfetch. I was a gold membership and was everything fine but this christmas i orderd something and somone stole my order. The Farfetch told me that on their side was everything perfectly fine, so they cant do nothing abut this. Like i saw later someone opened the envlope and closed with option for return. This company is a circus when it comes to the safety of parcels. Dont waste your money, even chinese aliexpress delivers good. You can buy something for few thousands and you can see nothing. They dont have tools to check what happend with orders. Like i see im not the first but this is happens often. Maybe this should be case for police.”

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Posted 1 week ago

“Incompetent inadequate and unsatisfactory customer service. Have yet to process my return for 6 weeks now and counting…”

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Posted 2 weeks ago

“Incompetent unresponsive and most useless customer service team I’ve come across - absolutely no resolution management skills or protocol.”

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Posted 3 weeks ago

“I got a pair of expensive shoes from them for my wedding. I tried them on, they were too big, put them back in the box and sent them back with the fedex label. Something happened along the way and the box was bent a bit and there was some sort of scratch on the shoe. I had pictures before I sent them, but the other side refused the return and immediately shipped them back to me. DO NOT WORK WITH THIS COMPANY, IT WILL BE THE MOST EXPENSIVE DECISION OF YOUR LIFE.”

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Posted 3 weeks ago

“I ordered a Coach bag from Farfetch. When the box finally arrived, it was empty - there was NO bag inside the box. The box was filmsy and one side was half-torn. I emailed their customer service and after waiting 15 days for the so-called investigation, all they could say was : 'Please accept our sincerest apologies for the uncomfortable shopping experience you have recently encountered with us. We deeply regret any inconvenience this may have caused you and want you to know that your satisfaction is of utmost importance to us. We understand that our customers deserve the highest level of service, and we are aiming to making things right. After taking careful consideration of all accounts, we are unfortunately unable to issue a refund or replacement of the item on this occasion. I’m sorry for any disappointment this may cause. Thank you for your understanding. I hope that this occasion will not discourage you from shopping with us in future.' So when the customer does not receive the item purchased despite paying a few hundred dollars, all we get is sorry? For people out there considering a purchase from Far fetch - my advice is proceed at your own risk!”

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Posted 3 weeks ago

“Useless customer service tesm”

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Posted 3 weeks ago

“Please don't lie, you returned my parcel because of your pricing error on the website. I have information from UPS that the sender reported the return of the parcel, thats why I did not receive it. Today I reported the whole case to the Office of Consumer Rights and an e-mail from UPS, which clearly states that the sender returned the parcel - you lie even in e-mails. I hope that they will impose a fine of several million on you - and I will certainly commit to this, together with all the other people to whom you did the same thing - be ready. In the same way, I'm starting to give you negative opinions on trustpilot and Google - negative opinions will be massive. I also attach evidence from UPS to my complaint, you already have a total of over 50 complaints from Poland. You are cheaters, liars and you can't even come to terms with UPS because they say one thing and you say another.”

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Posted 1 month ago

“They sold me fake Gucci sunglasses as the screws holding the stems turned green and they refused to replace them Or return the money I paid for them”

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Posted 1 month ago

“Farfetch has pathetic customer service. They are daad or sleeping. It should be give zero stars. Never buying again”

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Posted 1 month ago

“Very unhappy with Farfetch Farfetch is a really terrible site for online shopping. I had a dreadful experience with them. I bought a really expensive shirt which was way too big for me. I tried to exchange it for a smaller size but they said they were unable to do that. That I had to return the shirt and get a refund then reorder the shirt. When I tried to return the shirt using their return guidelines I was unsuccessful. I tried on two separate occasions . I registered a return with them, I received the return labels which I attached to my return package. They ordered the courier to pick up the return which they gave me a collection date for. I stayed at home all day waiting for the courier which never arrived on either occasion. Nor did the courier contact me with any explanation. I asked Farfetch for an address that I could post (at my own expense) the shirt back to and they refused to give me an address. I found one on line and posted it back to Farfetch only to have the parcel returned to me. I communicated regularly with Farfetch about the problems i was having and they simply responded that it was most unfortunate. I have had to now incur the expense of having a dressmaker try to alter the shirt so that I can at least get some wear out of it. The alterations have completely ruined the shirt. Be warned do not shop with Farfetch you will only end up out of pocket and very disappointed. Their returns policy is a complete farce”

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Posted 2 months ago

“They lost my shoes and when I contacted them I was told that they were delivered. They sent me the delivery proof and it was signed by someone else and the name given was not mine. After the investigation they denied the reimbursement saying no matter who got the package, it’s not their responsibility. I’m going to report it to the police.”

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Posted 2 months ago

“Everything went wrong. Too much to mention. Short version; I returned an expencive bag that was faulty. Almost 3 months ago. No refund. Only nonsense answers and generic reply to my begging for my own money!. Do not buy from them ! Do it at your own risk. After the new owners, its like a criminal syndicat. Stay faaar away.”

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Posted 2 months ago

“Am comandat o pereche de pantofi pe care i-am returnat în aceeași zi, pe motiv că mărimea era nepotrivită. Returul a fost acceptat și am primit confirmarea că în 14 zile mi se vor restitui banii. După 14 zile în care nu am primit nici banii și nici un răspuns din partea site-ului am trimis mail și am întrebat ce se întâmplă. Mi s-a răspuns că cumpărătorul de fapt nu vrea să accepte produsul pentru că este purtat, deși, precizez eu l-am trimis în aceeași zi. După lungi insistente și după aproximativ o lună jumate s-au gândit să-mi restituie produsul achiziționat pe motiv că cumpărătorul nu poate să accepte produsul. Nu recomand nici o achiziție prin intermediul acestui site. Este cea mai proastă experiență pe care am avut-o cu un site care se pretează a vinde produse de lux… niște mizerii ordinare și niște escroci.”

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Posted 3 months ago

“I ordered from Farfetch a pair of sunglasses, received and empty box, the box was tampered and re-taped. Complaint to Farfeth and Fedex at the same time because they dealt with delivery. Farfectch is telling me they checked with the courier and they have confirmation that the box was not tampered and they cannot issue refund and Fedex is telling me the driver has not been back at work since ( its been a month) i have multiple emails from them. How come Farfetch concluded investigation and the courier that dealt with delivery cannot conclude because driver is missing? Thats not normal... stealing my item , i am giving you proof with the box tampered... where is the proof that you are telling me the box was not tampered????? FEDEX IS TELLING ME YOU SHOULD REFUND ME AND YOU ARE TELLING YOU CONCLUDED INVESTIGATION... BASED ON WHAT”

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Posted 3 months ago

“This company is horrible! They are not responsible and you have no one to deal with! I bought two dresses from them, one dress actually, in two sizes. When the dresses arrived they looked cheaply made so I packed them right away and returned them the next day only to receive both dresses back two weeks later saying they were damaged! Same dress! Farfetch says it’s not their problem since they are only the connectors to the boutiques. I lost $1000 on two ugly cheap dresses and no one to talk to right now! Never again will I buy from this garbage site! They do not say final sale but know that whatever you order they will find a reason to make it FINAL!”

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Posted 3 months ago

“This has been the worst customer service experience I’ve ever had. I purchased a pair of glasses and had expensive lenses (worth €500) fitted. Shortly after, the arm of the glasses broke due to a manufacturing defect. Despite admitting the defect, Farfetch refused to reimburse me. They demanded that I return the glasses, even though I explained that I had spent €500 on custom lenses. The representative told me I wouldn’t get a refund unless I returned the glasses and that my issue didn’t matter because it was 'against their policy.' I am now facing a €900 loss (€500 for the lenses + €400 for the glasses). Their service is absolutely unacceptable.”

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Posted 4 months ago

“I ordered an item that costs 1400 HKD, and today it suddenly canceled my order and never re funded me. I got scammed, plus I am a student buying a gift for my mom. Thanks a lot Farfecth! I want my money back!”

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Posted 4 months ago

“Their customer service is so hard to reach. I just want to return some items I bought but it's taking them so long to respond to my query. They don't even have live chat with their customer service, the only way to contact them is by email or by phone. When they respond, it's not even that helpful at all.”

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Posted 4 months ago

Farfetch is rated 1.5 based on 287 reviews