Farfetch Reviews

Name: Farfetch
Rating: 1.50

1.5 Rating 305 Reviews

12 %

of reviewers recommend Farfetch

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Metrics

1.5

Based on 305 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 49%
Accurate And Undamaged Orders	Greater than 63%
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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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Absolutely awful customer service. I arranged a return via Farfetch, in line with their terms and conditions, through DHL. DHL collected my parcel on the 27th July. As there was no update on the website I contacted customer service to request an update on my refund. It took to the 20th August to get a response to be told that the retailer hadn't received the return. They have refused to contact DHL to chase this matter up, even though it is their chosen and appointed courier service for returns. They have refused to register my complaint. They have refused to provide me with any more information. They have refused to help me in anyway or provide a refund.”

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Posted 4 years ago

“Terrible customer service! Order MJ3BLV. Refunded my product and still have not received my refund after 3 months! Multiple follow ups to customer service and management went ignored. I would not recommend this site unless you dont plan to refund any products.”

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Posted 4 years ago

“My story is similar to the ones below. I ordered a swimsuit, DHL said it was delivered, it was not. The proof of delivery showed the package on the doorstep of a green house and my house is gray. I also have security cameras. I offered Farfetch all of the proof. DHL tried to help, sent someone in person to find the package, they couldn't recover it. Farfetch wouldn't refund me or send me a replacement. DHL suggested I ask them to transfer ownership of claim rights to me, which could be done via an email. I asked Farfetch to do that and they told me no, they couldn't do that. Basically, they will sell you the most expensive stuff in the world but the customer service you get when you buy those same items at Neiman Marcus or Saks or Nordstrom is not provided. GO BUY ELSEWHERE. Avoid this company at all costs. You have so many other choices about where to shop, just shop anywhere but Farfetch. Also take a look at their Better Business Bureau rating. Read those complaints. There is definitely a pattern.”

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Posted 4 years ago

“I have never written a review before but had to as I am so appalled by the customer service at Farfetch. I was bought a £400 paid of Gucci shoes by my husband for my birthday. I asked to exchange them for the bigger size. I was refused an exchange or refund. The customer service was rude and uncooperative. I would never use them again and would advise you not to either.”

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Posted 4 years ago

“BE AWARE OF THOSE CROOKS RUN AWAY OF THOSE CROOKS THEY RIP YOU OFF”

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Posted 4 years ago

“I want to warn every potential buyers that you are taking up a big risk of paying for a good you never receive when buying with Farfetch About a month ago, I received an empty box without the good in it. When I received the box it had the DHL label "Repack" around the box. DHL said they put tape around the box because it was in bad condition. All details including pictures of the box have been fully given to Farfetch support team. I had been buying from Farfetch since 2017 and never had a problem before. In fact, I do a lot of online purchases (from Amazon, Net a Porter, Forward, MyTheresa to name a few) and never ever encountered a delivery problem or filed any complaints. This is my first time writing a review. Farfetch came back 3 weeks later and said there is nothing they can do about the empty box and would offer no refund or any course of actions. They didn't provide any explanation or address the possibility that due to poor packing the good (which is a pair of pant) could have fell off the box or someone took the good out from the box before delivery (and hence the box has the "DHL repack label" around it). No details have been provided to show what data they have analyzed and why they think so confidently nothing could have gone wrong in the process, resulting in me receiving an empty box but still have to pay for it. What's worst is that there is no assurance how this can be prevented in the future. How can I continue to purchase from Farfetch? It requires trust to purchase online and I thought buying from big company like Farfetch is safe. I never would have thought Farfetch will do nothing when there is a delivery problem. This now leaves me with a moral obligation to report the problem to local consumer council and warn others on social media platform.”

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Posted 4 years ago

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

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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”

Helpful Report

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.”

Helpful Report

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

Farfetch is rated 1.5 based on 305 reviews