Tom L.

I ordered what I thought was a relatively low priced item (sub £100). However due to problems with my debit card they wanted me to send a copy of my passport and/or card that I ordered the product on to them.

I called, suggested I give them another card - however they said they had to get a copy of these documents and another card was no good. Turns out there is no problem with my card - they simply ask all new customers for these documents.

I work for a large data protection company and when speaking internally my colleagues are all flabbergasted that a retail company would ask for these details and I was advised in no way should you ever provide these documents unless by banks/government or at a stretch travel agents.

Unfortunately they already took payment even though they were never going to send the products without personal documents. From a user experience perspective this should be made apparent on the checkout page.

So now I am awaiting the refund of the amount. Terrible experience - from a marketing point of view if a company is providing a premium product/price range, the service needs to reflect the increased cost to the consumer. Otherwise there is no point in paying the premium as the value is not there for the end user.

In this case there is no added value of utilizing farfetch as far as I can see.

Shame, the site looks good