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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“After reading all those bad reviews I was not sure if it was a good idea to shop there, finally YEAH, BEST IDEA EVER. I am totally, completely satisfied with my order and how the shipping went fast. I recommend!!”

Helpful Report

Posted 2 years ago

“I do not recommend ordering from this company. Poor customer service. They will not accept your return even if it is within the window stated on their policy. They sent me a wrong label for returning a few items from an order of more than $1,700 dollars. Even though they acknowledge it was within the window they do not honor it and I couldn't do the return.”

Helpful Report

Posted 2 years ago

“I ordered several pairs of designer shoes from Farfetch. I wanted to return most of them and it took a few days and phone calls to get the return label. Today, I heard they are not going to refund my money for a pair of shoes because they are damaged. They are not damaged. I tried them on and put them in the box. I did not wear them. I am still waiting for the refund of other pairs and it has been about a month since I returned them. NEVER BUY FROM FARFETCH. Buy designer clothes and shoes from a reputable site like Nordstrom, Saks or Neiman Marcus!”

Helpful Report

Posted 2 years ago

“This appears to be a fraudulent company, not only to the basic returns or cancellation policy mislead the customer but they indicate forms that need to be filled with no link to download the forms whatsover. I ordered a surprise gift for my wife and due to change of mind I sought cancellation a few hours later, to my horror the customer rep replied that the order was already processed and they cant cancel it despite it being barely 2 hours since I cancelled my order. When I followed-up they refused to grant even another reply to work out any options. Buyers beware a company that makes it so hard to reach them after taking your money is shady for a reason.”

Helpful Report

Posted 2 years ago

“PLEASE BEWARE OF THIS SITE!! I ordered 3 items from Farfetch and had issues with each one of them. The items purchased were supposed to be brand new since I paid full price. They came to me in used condition. scratch marks on all 3 bags! Customer service is terrible. They don’t support their customers. Returns are painful and difficult. Never purchasing from them again!!”

Helpful Report

Posted 2 years ago

“Horrible customer service. Do NOT use this site if you need your order! They cancelled my order 3 times.... I provided verification, called, did everything but give them my 1st born and still cancelled. I wasted so much time with them and now have only one week to find something. Would never recommend them!”

Helpful Report

Posted 2 years ago

“I placed 4 orders over past 1.5 weeks. 3 orders were canceled due to out of stock. However when I clicked on the item I bought which suppose to be out of stock, they are still selling on farfetch at a much higher price. I have never got my order cancelled from other designer online shopping site, but 3 orders got cancelled by farfetch.”

Helpful Report

Posted 2 years ago

“The absolute worst customer service. I was sent the wrong item, not even close to what I ordered. Now I am expected to make the return and your company refuses to send me the correct item. You expect me to re-order the item as if I haven't been inconvenienced enough. I am now running around to return the wrong item you shipped as if I am an employee receiving compensation for my time and energy, while your company can't possibly be inconvenienced with actually shipping me the right item without me re-ordering. Absolutely ridiculous. Unprofessional. Bergdorfs would never.”

Helpful Report

Posted 2 years ago

“DO NOT BUY FROM HERE, if you are looking for a positive Customer Experience Farfetch will always prioritise their relationship with their partner boutiques rather than the consumer. I bought several items through Farfetch and returned one of them. 3 weeks without any communication, I receive an email from Farfetch saying that the shop did not accept my return because it had a make-up stain on it. Guess what? I am male (not that matters) and I do not wear make-up. I am not sure what happened here, but they are returning the sweater back to me and forcing me to keep it. I did ask what would they have done if the "make-up" marks were left by someone trying the sweater in store? Would they force the customer to buy it? - but they failed to respond to that. Never in my online shopping experience I had an item returned back to me or such dismissive customer service. Poor First time reply, poor resolution time, poor customer service.”

Helpful Report

Posted 2 years ago

“Beware of this company - FAULTY ITEMS NO ACCOUNTABILITY. I ordered a very expensive Coperni small handbag from Farfetch. The bag was used once for a wedding as a clutch bag. On the second use I tried to attach the strap to the bag and one of the loops broke away from the bag leaving just a sharp metal prong. Now unable to use the bag with or without a strap. I wrote to Farfetch Customer Services who advised they would refer the issue to Coperni. Two weeks later I am advised the following: "Upon analysing the photos you shared, our partner concluded the damage reported is not caused by a quality issue, rather by normal wear and tear. As such, they are unable to offer a solution and will not accept a return". So a small handbag costing £550 used for the very first time with a strap and the loop breaks is a wear and tear issue? Not a quality issue? Unbelievable response and I will be pursuing this matter.”

Farfetch 1 star review on 14th February 2022

Helpful Report

Posted 2 years ago

“This company doesn’t know how to conduct business. If you agree just buying or returning it seems fine. But anything more complicated than that is beyond your it. Totally incompetent managers and no one to hold accountable”

Helpful Report

Posted 2 years ago

“BE AWARE!!! Impossible to return if id doesn't fit you. They have a habit not accepting items back claiming they are not in the same condition as they were sent initially. They are dealing with multiple partners who mistreat customers and farfetch has no control over it. All your items would come in multiple packages without any labels, invoices or return information. It is always your fault and they would just say sorry and do nothing to provide actual business. Most terrible company. Never again would give them my business.”

Helpful Report

Posted 2 years ago

“I ordered 2 dresses. Only one of the dresses was delivered. The shipping label, packing slip and everything showed 2 dresses, but the package only had one dress. This is a $750 dress that I was charged for, and never received. I’ve been in contact with farfetch for 3 months, every time I call they say they’re reviewing with the company and will get back to me within 24-48 hours. They do not get back to me, I have to call and it’s the same story. I demand my money back. I don’t know what else I’m supposed to do. Stay away from this company. This is a fraudulent company.”

Helpful Report

Posted 2 years ago

“Buyer Beware! Buy direct and dont use Farfetch. I paid full price for Gucci Horsebit slippers which are too small and they say their partner can not return or exchange for a larger size! Very sad that even though the National Retail Federation has urged extended return policies -Farfetch is not granting me an exception. They are not extending the return policy even though everyone was told to buy early due to shortages and shipping delays due to supply chain problems. Kudos to Best Buy for allowing purchases in Mid-Oct for returns until mid-Jan!!! Farfetch is not being reasonable!!!!”

Helpful Report

Posted 2 years ago

“I ordered a pair of Prada Sneakers one size too big. I called the following morning to correct the size, but was told I couldn’t do so despite my order not being processed. If you can, order directly from the website of the designer and save yourself the hassle. This is unsettling because I’ve come across a multitude of negative reviews.”

Helpful Report

Posted 2 years ago

“I’ve ordered a pair of Giuseppe Zanotti shoes from Farfech before Christmas, very happy that they were on a discount, from £690 paid around £260. Day of delivery comes and I received an empty shoebox, I’ve called customer service almost instantly and complain about the situation, and provided them with pictures even before the DHL guy managed to put in the system that the order was delivered. Fast forward two weeks later after waiting and waiting for an assuming investigations, I am giving the result that everything was in order from their side and from their partners and that the order was properly packed and sent to me, basically calling me a liar and a thief, and that they’re not going to be able to provide me with a refund, and that their investigation basically came to an end. It’s ridiculous and it makes no sense that they cannot satisfy the customer by refunding the money, or in my case I didn’t even want a refund, I actually wanted the shoes. If I could give them -5 stars I will do it in a blink of an eye. Horrible way of treating a customer that has multiple purchases worth thousands of pounds and yet all you can do is say “oh I’m sorry”. Way to go Farfetch for ruining my Christmas.”

Farfetch 1 star review on 5th January 2022

Helpful Report

Posted 2 years ago

“The customer service quality is bekow poor, they are neither responsive nor cooperative. This is my first and last order to do through them. I sent them an e-mail 3 days ago and yet did not get the feedback. The worst customer service ever.”

Helpful Report

Posted 2 years ago

“Eine katastrofe von kundenservice .falsche versprechungen das geld zurückzuüberweisen”

Helpful Report

Posted 2 years ago

“My order from Farfetch shipped almost 3 weeks ago and has not even left Europe. Customer service tells me it's too late to cancel my order and that I simply have to accept the delays of FedEx. Nothing is their fault. They will not find a solution. They will not compensate me for the inconvenience. Who would order again from this nightmare company?”

Helpful Report

Posted 2 years ago

“Thought this company was one of the best, have recently found out it’s clearly not. Bought a product, received it faulty instead of helping the customer in terms of getting a quick refund as it was their error, it’s coming up to a month and I’m still waiting for my refund, I’m going to happily delete the Farfetch after this is finally resolved and not even bother with them again! I’d advise everyone else too also, so many better company’s out there. Brown’s Fashion being one”

Helpful Report

Posted 2 years ago

Farfetch is rated 1.5 based on 278 reviews