Gregg T.

I ordered earrings from farfetch.com that were not what I expected (more later) and even though the site aggressively promotes their free returns policy, and the materials I received with the shipment detail the free return process, when I tried to return the untouched items online the site did not allow a return, nor explain the reason. In addition, after the purchase I received an email thanking me for the purchase and again promoting their free return policy. By calling customer service, learned that earrings are not returnable. I was told there is nothing they can do since I agreed to this in the terms and conditions. Of course, if an item is an exception to the policy they should communicate this overtly, not in a legal agreement that will be checked in passing. I feel that this is deceptive practice, and unfair to the consumer, and they were unbudging in their claim that there was "nothing they could do." This is of course not true! They could and should allow me to return the item and refund my money.

In regard to the item, the problem is that they put pictures of it without indicating the scale and gave no information on size or weight that would indicate that these earrings where of exceptionally large size and weight — 5 inches long and hugely heavy, when I assumed from the picture that they would be on a more normal scale. (In my opinion, they are ridiculous and unwearable — and thus returns.)

My experience with farfeatch.com was totally unacceptable, and I recommend that others avoid this company. Too bad fro them too, since my wife had a shopping cart full of lux items that she wanted to try out.