Farfetch Reviews

Name: Farfetch
Rating: 1.53

1.5 Rating 278 Reviews

13 %

of reviewers recommend Farfetch

Company Reviews

Questions

Metrics

1.5

Based on 278 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 47%
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 11th September 2024

STEF

Farfetch 1 star review on 4th September 2024

Katie

Farfetch 1 star review on 5th August 2024

Anonymous

Anonymous // 01/01/2019

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“Order came even earlier than expected, legit, no problems!”

Helpful Report

Posted 4 years ago

“I am so angry and upset I spent $278 for a pair of sunglasses on this app and it was literally my first time buying from them and they never gave me my money back, they did an investigation and claim that the item was shipped to and weighed and so they cannot give me my money back. When I tell you I will never buy from them again I mean that. & I hope other customers see this and it stops them from buying as well”

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Posted 4 years ago

“AWFUL experience with Farfetch - do not ever buy from them. They will screw you over even if they or their suppliers make an error. I received a faulty item a few months ago and filed a return. A courier was booked to come pick up the item. The courier came as booked and I passed the item to them. After several weeks of not hearing an update on my return I called Farfetch. They said that the item was never delivered and as a result I am not entitled to a refund. The courier PHYSICALLY came to my house and handed the item to them. What else was I supposed to do? Instead of filing an insurance claim against the courier, Farfetch CHOSE to penalise the customer and not offer me the refund. So choose wisely. They will side with their suppliers and never their customers. What an awful experience. I will NEVER buy from them again, nor should you.”

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Posted 4 years ago

“Purchased from here and never received package. Notified them and they opened an investigation with FedEx. FedEx confirmed that they delivered to the wrong town. Farfetch closed my claim and refused to replace the item unless I could get proof from FedEx. This was Farfetch’s investigation, FedEx already sent the resolution directly to them. They KNEW FedEx could not legally send anything to me (as the receiver) but said I had to get written proof. I had to get my bank involved to finally get my money back. I disputed with Farfetch for over a month. My bank resolved it in 48 hours after speaking to FedEx. Farfetch turns very shady and deceptive once you have a problem. You can’t get past the initial customer service team and they will stonewall you, give excuses, pressure you, insult you and flat out lie. I will never buy here again, it’s not worth the risk. If it weren’t for my bank I’d be out of the money.”

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Posted 4 years ago

“All is perfect since you want claim goods. Then they are starting speaking that are only provider and not seller. Based on photos they are able to give you answer that you used too agressive product for maintenance of shoes (we used nothing) They dont want to give you official statement from seller. Bad experience with them, no focus on satisfaction of customer by their policy. Wrong behaviour vs. other webshops comparison. No more business with them.”

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Posted 4 years ago

“This company stole my money and claimed they never received my return even though I used their return shipping label. I sent the return at DHL in Ontario California and they stole my money by claiming item was never returned. So pls do not shop from this site! Such fraud!”

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Posted 4 years ago

“My order was on time. Good customer service. I would buy from Farfetch again.”

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Posted 4 years ago

“Awful incompetent customer service. No updates on order, not dispatched within a 2 week period!!!! Claim to have a fast delivery service- what a complete farce of a company!!!”

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Posted 4 years ago

“Cancelled order, no communication no refund. DONT SHOP HERE.”

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Posted 4 years ago

“Terrible service I’ll never order with Farfetch again I use the exact same card & information every time. Never fails to cancel my order then take forever to return my money to my card”

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Posted 4 years ago

“Never buy here. This is the most incompetent and rude seller I ever seen - cancelled my order 3 times though AmEx approved all transactions. They're selling luxury brands but totally fail on service. Asked for documents, IDs, cards to be sent, as if I was a concierge. Careless and obnoxious amateurs!”

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Posted 4 years ago

“item lost on post and Farfetched refuse to refund. awful company avoid avoid avoid”

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Posted 4 years ago

“I don't know why there are so many negative reviews! I have made more than 5 orders from Farfetch ever since 2018, I've never had a problem. Customer service is excellent. It's one of the best luxurious shopping websites out there and I used it the most. They partnered with boutiques around the world and all their stuff is legit. Please take negative reviews with a grain of salt!”

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Posted 4 years ago

“OMG...THE WORST COMPANY EVER. I PURCHASED A PURSE FROM THESE PEOPLE AND THEY CANCELLED MY ORDER FOR NO REASON. SO I ORDERED THE SAME PURSE AGAIN AND THAT ORDER WAS CANCELLED TOO. I AM NOW WAITING FOR ABOUT $3,400.00 IN REFUNDS. JUST BUY DIRECTLY FROM FENDI OR A STORE IN THE USA.”

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Posted 4 years ago

“I was sent FAKE Golden Goose sneakers. Upon delivery, I noticed inconsistencies so I paid Legit Check for authentication and they confirmed that they were fake based on stitching, the font, and the letter placement. I contacted FF and they responded by stating all their items online were authentic (ok, but what about the actual items their third-party sellers mail out to the buyers?? They never see those!), that they are giving me a 20 GPB credit for a future purchase, and to simply schedule a return. At first, I gave the company the benefit of the doubt and asked that I be sent a different pair in exchange for the ones I got because I preferred the shoes over a refund thinking maybe they just had one bad seller. But after agreeing to this, I was disappointed to see their response which told me to send back and if I wish to, place a new order (which will hold up over $1000 of my money- the $524 refund for the fakes and another $500+ for the new shoes). I thought I could trust a site that sold such expensive items, but VERY DISAPPONTED! Either don’t buy from FF or be sure to have your items authenticated by professionals!!”

Helpful Report

Posted 4 years ago

“Farfetch listed the price of a sweater as 60% off on website and charged me the full price. I called them but they don't honor the price.”

Helpful Report

Posted 4 years ago

“WORST customer service experience with heartless communicating willingness to solve a problem for the lost package. I purchased one US$616.25 Issey Miyaki dress on March 15th, 2020 and the package was shown delivered in UPS tracking status on March 19th while I sat home the entire time for COVID-19 Stay-in-Shelter order but I actually NEVER received the package. For such an amount, Farfetch shipped it via UPS without signature required. On March 19th- Within an hour on the same while I found UPS tracking status showed the deliver，y was made, I contacted Farfetch by phone immediately for not receiving the package in fact and following up with emails after phone calls. At beginning, Farfetch told me to wait for their investigation with UPS. I waited for a month and contacted Farfetch again for the outcome, they simply told me the tracking status showed the package was delivered and they cannot do anything. So? After one month waiting, Farfetch’s investigation is still only nothing but the UPS tracking status which has been up there in UPS website. At that moment, I was really helpless and Farfetch insisted they have done their part and they cannot refund me the lost of package (merchandise) as the tracking status showed it’s delivered. In beginning of April- While Farfetch doesn’t give any support and is not willing to help a loyal client in such an incident, I had no choice and I had to dispute this charge with my bank and in the meanwhile I also tried to contact UPS by myself to find the lost package. UPS was actually attentive after I started speaking with them and asked for the investigation, they took around 2 weeks to look for the lost package/incident including to contact the local distribution center and confirmed with me the lost package on May 4th. in the end. The UPS gentleman we spoke with is John on Investigation Department and he confirmed with us UPS would be responsible for merchandise credit + shipping cost to Farfetch as Farfetch is the Sender. On May 4th- I was really happy to go back to update Farfetch with the news which I believe they can refund me finally as UPS is responsible for the loss. Since then, Farfetch started telling me their interval investigation has been closed within 14 days and they could not open my investigation again unless I can provide a documentation from UPS to Farfetch. Throughout the whole time, I have been doing the job for Farfetch to get the money back from UPS and then they still asked me to get a proof?? Fine, then I went to UPS to ask for a documentation for Farfetch, UPS told me they can’t reveal the paperwork to me as I’m the 3rd party and they can simply provide to Farfetch if Farfetch requests. I forwarded this information to Farfetch anc they are still not willing to take a look nor rejecting to speaking with me and UPS in phone together while UPS is willing to do a 3 ways conference call to provide information to Farfetch directly on May 8th. On May 8th- After following up with Farfetch for 2 months, their supervisors always declined my request to speak with, and their customer service agents Emily M. in our long email chain and Bruno I spoke for 2 hours in phone on Match 7th always told me they understand my frustration but they cannot help ANYTHING. Today, the customer service agent Carolina C. emailed me directly that they cannot investigate anything anymore. Period. There is no choices because Farfetch has disconnected to work with this lost package incident, I can only work with my bank and just take the loss for US$616.25 if the bank cannot stand for the dispute in the end. I can provide all email chains and audio recording of my conversation with Farfetch as an evidence to prove I’m telling the frustration as a fact/truth. I have been shopping with Farfetch for almost 5 years. What a customer service I have received! If you plan to buy anything on Farfetch, good luck! Be ready for your loss and lose money for nothing, because they simply do not care their clients even if their client tries so hard to work with them. SAD. SAD. SAD.”

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Posted 4 years ago

“Farfetch customer care number 06291556794. At nice app low price quality product delivery product available 24 hour ago”

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Posted 4 years ago

“i ordered shoes number 10 and they sent me number 11. when i asked to get my money back they didn't want .the site is just a scam. And in no case should you be fooled into buying there”

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Posted 4 years ago

“Never again! I had to return 4 of 7 recent orders: 2 of then because of the size, it was too large, white jacket for $1000 was dirty , and instead of white moncler leggings I received black leggings and the size was wrong as well. Ok, I left 4-5 request at the site for custom support within 7-10 days without any response. No response at all about exchange or return and refund. I returned these items by myself, paid shipping fees, but then farfetch refused to receive my parcels! And I received all the returns back with the stamps about refusal. How come, guys?!”

Helpful Report

Posted 4 years ago

Farfetch is rated 1.5 based on 278 reviews