Had a terrible experience ordering from Farfetch. I purchased a Coach bag for over $500, and when the package arrived, the box was EMPTY. To make matters worse, one side of the box was tampered with. I immediately reached out to their customer service, hoping for a quick resolution. Instead, I was told it would take 15 days to investigate. After waiting two weeks, they came back and asked me to provide surveillance footage or detailed courier information—both of which are nearly impossible for a customer to obtain. Their lack of accountability and the burden they placed on me to resolve this issue was extremely frustrating. For such a high-end retailer, I expected far better customer service and security measures. I'm now out over $500 with no resolution in sight. I will NEVER shop with Farfetch again and would caution others to be wary of their poor handling of such serious issues. Date of experience: December 20, 2024A 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. Tip for consumers: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 an Products used:Bags Service Value Shipping Returns Quality Date of experience: January 14, 2025I 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. Service Value Shipping Returns Quality Date of experience: December 29, 2024Please 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. Service Value Shipping Returns Quality Date of experience: December 11, 2024CLEARED ACCOUNT HISTORY AFTER LARGE PURCHASES SO THERE IS NO WAY TO TRACK OR RETURN. I HAVE A VERY EXPENSIVE FAULTY ITEM WITH NO WAY OF GETTING A REFUND OR RETURN AND CUSTOMER SERVICE DO NOT RESPOND. DO NOT BUY FROM THEM, THEY TAKE YOUR MONEY AND YOU'LL NEVER SEE IT AGAIN. Service Value Shipping Returns Quality Date of experience: December 13, 2024My daughter bought a pair of sunglasses and she received a "faucett " unbelievable! What is that? A kind of joke? They made their "Investigation " and of course they determined that everything was legitimate and they won't refund the $280.00. Never again! Date of experience: November 9, 2024I bought these red moschino shoes from farfetch one week before my wedding. Received with a scratch, was asked to return them but they couldn't promise I get the same ones on time. I requested 25% compensation since that was the price to fix the heel at the shoe master. After 10 emails I was offered 12.50 euro. The price of shoes is 250 euro. After another 20 emails and manager Magda involved, they offered me 25 euro, which is not enough to fix the heel and they wouldn't be able to sell them with such flaw. Had to leave the shoes due to the tight time frame and wear them on my wrdding day. Will never use this site again. Shame on you, Farfetch! Products used:Shoes Service Value Shipping Quality Date of experience: November 8, 2024I absolutely do not recommend shopping at Farfetch. I ordered a Gemy Maalouf dress for 2,022.00 Euro. I put it on once, but it didn't fit me. I put it back in the box and returned it. The dress was sent back to me, without much prior notification because according to them the dress was 'dirty in the lower back area and has pulled threads in the chest area.' I knew that couldn't have been me as I have only tried it once, so I complained. The Customer service team either ignored my arguments or dismissed me with 'We're sorry, we can't offer you a solution this time.' I have asked the Customer service for their manager's contact, but have been ignored each time. I simply wanted to have a discussion about the situation and their complete lack of professionality, but their dismissal and ignoration of the entire thing just proves me right again. I suspect the dress has already been sent to me faulty. I hadn't checked the dress when it arrived as they pride themselves to be a luxury brand seller and now I regret it. I will never buy anything from them ever again and I recommend you don't either. Horrific, unprofessional and careless behaviour from Farfetch to their shoppers. Zero respect to their customers. Service Value Shipping Returns Quality Date of experience: November 3, 2024Purchased a dress for my wedding. Too small. They won't make exceptions for return. I thought they could be compassionate since it was for my wedding. Disappointing for sure. Service Value Shipping Returns Quality Date of experience: October 2, 2024This 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. Tip for consumers:I have had an economical lost of 900 euro because they don't understand that selling a pair of glasses is not the same as selling a dress. Products used:Glasses Service Value Shipping Returns Quality Date of experience: September 11, 2024TWICE I got a dress six sizes bigger. I sent messages nobody answer. They sent the same dress from the same boutique two times. I sent a lot of messages.they don"t care. It is not a good site. I do not recommended Service Value Shipping Returns Quality Date of experience: August 27, 2024Fake items, customer service refuses to take accountability. They claim the item is "an authentic luxury item". I have never even seen such a bad fake. The stitching is horrendous, colours aren't even within the lines, product is discoloured yellow, soles are not even glued on straight. Recommend everyone receiving this cheap knock-off stuff to contact consumer/fair trading and their local ombudsman. These business should not be allowed to operate. Service Value Quality Date of experience: August 5, 2024Extremely disappointed! I ordered a designer item (on sale) and Farfetch sent me the incorrect item (not once but twice). I was then brave (or stupid) enough to re order the item again…and eventually, some 2 weeks later, I was told the item was out of stock. And I should expect my refund within 14 days. Outrageous! Products used:Jimmy Choo sneakers Service Value Shipping Returns Quality Date of experience: July 27, 2024Do not buy on Farfech if you dont want to hussle for many months. I orderd a swarovski bangle for 207.50 euros but they sent me an empty box! I reached out their CSR and told me they cant process my refund. Fraud! Scammer! Told them I filed a claim in Paypal then they answered me not to do hilarious things like filing claims. Oh common Im not stupid as you are Farfetch gang fraud. Tip for consumers:WARNING: DO NOT BUY TO FARFETCH THEY ARE SCAMMMER! READ REVIEWS FIRST Products used:Nothing they sent me an empty box! Service Value Shipping Date of experience: July 30, 2024Let me begin by stating that I am a platinum client of Farfetch, which has been my preferred website for shopping. Unfortunately, my recent purchases, where I tried new brands, did not fit, leading to returns. This is a common situation when buying clothes that don't suit due to size or style! However, I was very disappointed to receive an email from Farfetch threatening to restrict my orders or close my account. This response is unacceptable, especially considering my loyalty as a platinum client. Consequently, I will be pursuing legal action against them and will no longer shop with Farfetch. This is not how a any client should be treated. Service Value Shipping Returns Quality Date of experience: June 26, 2024Absolutely disappointing experience with Farfetch. After placing an order, they canceled it citing unavailability of the item in their inventory. Then, miraculously, the item became available again, only to be informed later that it was out of stock once more. This is utterly unacceptable. I strongly advise against shopping here. Farfetch is clearly deceiving customers, and their practices are deceitful Tip for consumers:Absolutely disappointing experience with Farfetch. After placing an order, they canceled it citing unavailability of the item in their inventory. Then, miraculously, the item became available again, only to be informed later that it was out of stock once more. This is utterly unacceptable. I strongly advise against shopping here. Farfetch is clearly deceiving customers, and their practices are deceitful Products used:chloe bag Service Value Shipping Returns Quality Date of experience: May 4, 2024Awful experience and customer service. They do not believe the customer and have zero customer service skills. They sell their goods via boutiques who seem to have the final say on everything. They accused me of returning trainers that were worn. When I disputed this they were rude and unprofessional. DO NOT BUY FROM THEM! Service Value Shipping Returns Quality Date of experience: June 10, 2024I ordered something from them almost 3 weeks ago and there was an issue with customs which I had then communicated with them that I would like to process a refund. The courier company had also tried to get in contact with them in regards to this to send back the item which then never responded nor got back to the courier company. My issue is still not being dealt with and their responses were the same saying "they we working on it" and now they are not responding to any of my emails nor have they given my money back. This is very unfortunate that my first time experience with them is going this bad as I had very high hopes and was planning on shopping from then regularly if my first order had went well but clearly not. Products used:Shirt Service Shipping Returns Date of experience: February 20, 2024Never order from that company. It's a hidden scam. I paid more than 80$ and never received it. When I reached the customer service, their answer was that the package was stollen in front of my house and it was not their responsibility. Products used:I never received my product Service Shipping Returns Date of experience: February 15, 2024This online store has the policy that once shipping label created and customer wants to cancel; it has to be shipped anyway regardless. Waste of energy and resources for both parts. When to remove or cancel a shipping label is a simple solution. Poor customer service and lack of common sense. Products used:Ring Service Value Shipping Returns