It has been more than seven weeks to process my return, I contact them many times and I get the cold standard answer of being patient and it will be processed with an open ended timeline. So till now, I never know when is my return if ever will be processed. Awful and careless never again. Be aware this company is going under.

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Order number:JQ27LX
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Alaa Hayat
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Hawally
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TOM FORD
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I bought a pair of Proenza Schouler boots for myself for my birthday, and am having a huge amount of trouble getting Farfetch to refund me because they do not fit. I'm very upset because I currently have neither the boots nor the refund, so I can't buy a different thing for myself!
Basically, upon return, Farfetch said Proenza claimed that there is "damage" to the shoes, but that's actually the condition I received them in. I attach here two photos for proof. The condition of the shoes looked the same as the photo on Farfetch except there was more white discoloration on the platform and soles of the boots, both boots (the rubber part). I did not think it was "damage" because it's visible in the photos on the Farfetch website when you zoom in. I thought it was part of the design, or slight discoloration in the rubber from longterm storage at a warehouse, since these boots are from a past season. Because they were on sale, I also imagined the discoloration might be why. Then I tried them on carefully and realized they did not fit--they were much too big. So I carefully wrapped them back up and put them in their box, and scheduled a return with DHL. DHL returned the shoes timely, but Farfetch didn't update me timely. I waited and waited about 10 days to hear whether the boots had even been received, and it was 14 days before I reached out to them to ask what the problem is. That's when I was told that Proenza claimed the shoes have "damage" on them, which they say is my fault. How could it be? I have no idea how wearing a pair of shoes for 5 minutes and having them in a box in your house can cause discoloration. And in this case, I don't know what the discoloration is from or how it got there because it was there when I received the boots. I have gone back and forth with customer service by email 3 times now, and by telephone once. They keep asking me how the discoloration got on the shoes and when I realized they were discolored and why didn't I realize that the pictures from the Farfetch website didn't match the item.
I was more worried that the shoes didn't fit me and I needed to return them for that reason. If a shop is being dishonest about the condition the shoes were sent in, that can't be my fault. I've repeatedly told Farfetch the same thing, and they keep asking me the same thing. Farfetch customer service needs to refund me in full immediately, and then hash it out with Proenza by themselves. I feel this problem is caused by the shop not wanting to take the shoes back because they're a past season and they know they have some discoloration. So they're blaming me instead and being dishonest. Farfetch doesn't seem to support their customers or believe their customers.
Because of this experience, I really do not recommend using Farfetch. If you want brand goods from shops that stand behind their products and have honest return policies, Shopbop, Net-A-Porter, Nordstrom, etc. are all much more trustworthy and have very kind customer service. I will be shopping there instead in the future.

I'm writing to express my extreme disappointment and frustration with the recent experience I had with Farfetch, involving a pair of defective Gentle Monster sunglasses. I feel compelled to share my negative experience to warn others and shed light on the subpar customer service I encountered.

On July 20th, I reached out to Farfetch customer support regarding an issue with a product I purchased. I had received a pair of sunglasses with defects. The sunglasses arrived on July 17th, and although I initially found them satisfactory, lately I noticed an issue with the lenses. One lens had a greenish tint when exposed to light, while the other lens exhibited white reflections. Strangely, the appearance was reversed when viewed from the inside.

Upon discovering these defects (incorrectly inserted lenses), I contacted Farfetch, and their representatives confirmed that the sunglasses were indeed defective. They assured me that I could return the item and receive a full refund. I specifically mentioned in my communication that I had worn the sunglasses (in use) outdoors. Their response indicated no issue, stating that they would process the return and refund without any problems.

Acting upon their instructions, I returned the sunglasses. However, shortly after the return was initiated, I received an astonishingly contradictory message from Farfetch. They claimed that there had been a "MISCOMMUNICATION," and that the sunglasses should have been returned with their original tags and in unused condition. They informed me that if I returned a used product (I already did), I need to wait for 45 DAYS to determine if I would receive a refund, with no guarantee of success.

This sudden shift in stance was perplexing and infuriating. Why should I suffer due to a defective product and miscommunication from a Farfetch agent?! As a mediator in the communication and sales process, Farfetch should take responsibility for these issues and compensate customers accordingly.

I find it utterly baffling that a company of Farfetch's stature would mishandle a situation like this. It appears they value their reputation and customers far less than they should. This experience has left me shocked and bewildered. I had expected better from a brand that deals with luxury goods.

At this point, I'm left with no choice but to escalate this matter. I'm considering filing a formal complaint with my bank, as this situation is unacceptable. No customer should be subjected to such treatment and inconvenience due to the company's shortcomings.

I hope that by sharing my experience, others will be cautious when dealing with Farfetch and think twice before making a purchase through their platform. The lack of accountability, poor communication, and disregard for customer satisfaction displayed in this incident is a reflection of a company that needs to reevaluate its priorities.

Farfetch is very unique in that it is not just one store; it is comprised of different boutiques across the world. When you shop with them, you could be shopping from department stores, specialty boutiques, or even directly from brands themselves from anywhere in the world. This unique method of sourcing items has both pros and cons.

Starting with the positive, the huge amount of stores that sell on Farfetch means that their selection is incredibly vast. It also presents unique opportunities to purchase items at different prices than they typically would be, presumably due to currency conversion. I sometimes find that items are priced much lower than retail here in the U.S. They are also sometimes priced significantly higher. It makes for an exciting shopping experience to say the least. Another thing I'd like to mention is that duties are included in the prices, so you won't get any nasty surprises when ordering from outside the U.S. This is very good, and takes some of the nerves out of international shopping.

Now for the bad… and I have many bad things to say about Farfetch. Their website can be very glitchy. Placing an order can sometimes be a nightmare. My orders have been cancelled randomly, with no explanation as to why. All of these things to me are just minor inconveniences. The biggest issue I have with them is their choice of shipping service, which is DHL.

Don't get me wrong, DHL can be great. It is kind of unbelievable how fast they are able to ship things from one country to the next. I find that, even if my Farfetch order is coming from the other side of the world, it will usually arrive in a few short days.

However, I do not like the way Farfetch responds when there is an issue with DHL. Did DHL deliver your very expensive package to a completely random address (more on this below), then email you photo proof that they misdelivered it? Farfetch doesn't care. Did DHL bring back the return you tried to ship due to the insufficient documents that Farfetch sent you? Farfetch doesn't care. Any time DHL screws up a delivery/return, Farfetch will just wash their hands of the situation and blame you for the mistakes of the shipping service that they themselves choose to use. And then you'll have to deal with DHL yourself, despite the fact that it really should be Farfetch's responsibility. I think that this is DISGUSTING, considering the price points of many of the items they sell.

My most recent purchase was probably the most appalling example customer service I have ever seen. I ordered an expensive Tory Burch bag from a boutique in Saudi Arabia. It got here very fast, as is usually the case with DHL. I get the text saying my order was delivered, but it is nowhere to be found. I check the tracking info on DHL's website, where they have uploaded a photo of where the package was left. Guess what? IT IS NOT MY HOUSE IN THE PHOTO. I have no idea who's house it is; it isn't mine, or any of my neighbors'. I email Farfetch right away, and I include the photo proof that it was misdelivered. A day later, they respond, basically saying there's nothing they can do about it, since DHL on demand (which they say I selected, though I never did) doesn't require a signature for release. Not that it would matter anyways, as it was never delivered to myself or my neighbors. They just completely ignored the fact that it was sent to a random address and just shrugged it off. I will include a photo of their response email below. No offer to contact DHL, no offer to replace the item, no offer to issue a refund, just an "oh well." That. Is. Trash.

Now, we can go back and forth about whether it's on DHL or Farfetch, but you know who it shouldn't fall on? Me, the customer, and I am the one who has been screwed over from this mess.

I would give Farfetch a higher rating, but this experience has completely shattered my trust in this company. Before you order anything from them, please read the email they sent me. Ask yourself, "Am I prepared to deal with the outcome should something go wrong during delivery, knowing that Farfetch won't help? Am I willing to spend hundreds, if not thousands with a business that will treat me this way?" I'd be very cautious if I were you. I know I won't be shopping with them anymore.

I love, love my sneakers so much, will definitely be buying again. Thank you so much Farfech!

Honestly never thought I'd go out of my way to write a review about a company but dang one of the worst experiences. I'm not trying to be a Karen here but not a good time lol. I ordered a pair of sunglasses and spent a decent amount on them but received them scratched. If it was a tiny little scratch it wouldn't have bothered me but it was pretty bad. I called their customer service line and initially I thought they were pretty helpful but turns out they weren't. I had purchased it with the new member discount code and it was also free shipping. While they did send me a new discount code they didn't inform me that I would have to pay $30 shipping and there was no option for an exchange either. It was really frustrating because I was not at fault at all in this situation but they were not doing anything about it. I tried calling back but by the time I realized about the shipping the office had closed and there was only one pair of the sunglasses in stock. When I woke up the next morning the sunglasses had gone up an extra $145 so I was really annoyed. I called the customer service line to see if they could match the price or if I keep the damaged product if they could give me an additional damage discount. They offered absolutely nothing. It felt like I was talking to a wall. The agent was no help and did not really answer anything I said. She told me she was providing the best service by giving me my money back and I was speechless. How does providing the bare minimum equate to "the best service"? I never wore it out and I called to request a refund the day after I received the package so it was within the return period (14 days). So I find it absurd that she said what she said because she really did nothing and was pretty passive aggressive throughout the entire interaction which got me kind of heated. I decided to call a different agent because she was rude and the next agent was really nice. He told me the same thing and came to the same conclusion but he actually seemed apologetic and listened to my frustration. I was still frustrated but appreciated his approach and just left it at that. Despite how nice the last agent was at the end of it there was no resolution or alternative solution which was pretty messed up in my opinion. I would not recommend as the company itself takes no accountability for the fault of their own and their partnering companies.

I bought a Giuseppe Zanoti pair of shoes worth 700 USD. They arrived on time but the fitting was not good and the quality also is fake. There is no option of return, despite at the time of purchase it was shown that returns are easy. No replies to emails, horrible customer handling. My next order of a balmain t shirt arrived delayed, was opened and repacked shabbily on the way, dirty t shirt received. Again no option of return. Will never recommend. Don't buy from this site.
*******@gmail.com

I placed an order online from Farfeth. It was 4 items Hat, T-shirt, ( Scarf and Shoes), totaling $2,105.64 on May 17th 2021.
The item came in 3 packages and different delivery date (one, one and two) so I missing 2 items (Scarf and Shoes) Delivery date of this items was on May 24th 2021 and I didn't receive it on that day. I walked around my house to check my package but I didn't see it and also asked my roommates and no one saw my package. I started to call Farfeth and emailed them on May 26th that I didn't receive my package. I'm requesting $1,426.26 back as I never received my package and asked for reshipment and they said sorry about missing an order, they said that they need time to investigate this situation.
June 2nd they emailed me (Thanks for waiting while we work on your case. The investigation into your missing order is reaching an advanced stage and we should have an outcome for you soon.)

June 10th they emailed me (Thanks for your continued patience throughout this process.)

June 15th they emailed me (Thanks for waiting our investigation is still ongoing.)

June 28th they emailed me (We wanted to let you know that we have not forgotten your situation and working on this.)

July 2nd they emailed me (The investigation is nearly completed we should have an outcome for you as soon as possible.)

July 7th they emailed me (We apologize for delay. The investigation into your missing order is taking longer than we'd hoped.)

July 9th they emailed me (We can't give you refund. We confirm that your order was delivered to the shipping address that you provided, so we unable to issue the refund.)

Anyway The first mistake was the delivery guy should never left the package just in front of the house without individual or signature and when the problem happened this is how Farfetch solved their problems with actually did not. It's really worse experience I ever have had from online shopping. The worst customer service ever. So I just lost my money for $1,426.26 for them. Never shop with them again. You all should be considering if this case would ever happen to you for sure you will have a high chance to lose your money here.

Well don farfatch and doing greate about cloating… dad adadadadadjdudusiaoaowoowwisjsksososjsjsjsjskksks

We have a very frustrating issue with Farfetch. Two items were ordered on-line (order# 25VFGZ); one item was a blouse, the other a wallet. Both items were returned, but separately, in December 2020. To request the returning of items, Farfetch directs the buyer to enter a return request via their website. Jane, the buyer, did this for each of the two items. Farfetch subsequently sent Jane "Free collection booking confirmation" emails – one for each item - informing her when DHL will arrive for pick up. The emails instructed Jane on how to package the return, which required attaching the Return Label and signed Returns Notice to the outside of the box and presenting the open package to the courier. No instruction was given that Jane should make a copy of any of the documents or obtain a receipt or any sort of evidence that the courier received the package. Farfetch contracted with DHL, not Jane.

Jane followed the packaging instructions Farfetch provided, and each item was picked up by DHL on the prescribed dates. Jane is rated by Farfetch as a "Platinum" client; their five tiers are: "Bronze, Silver, Gold, Platinum or Private Client" and these ratings are assigned based on the amount of spending by the client. Jane has been a customer of Farfetch for over 4 years, having made over 50 purchases. One single item itself had been purchased for over $2,000.

On or about February 1,2021, Jane contacted Farfetch about the status of the refunds for the two items since she had not been contacted by Farfetch regarding the item's returns, which were made over 45 days prior. On Feb 9,2021, Farfetch sent an email to Jane stating that the blouse had been received but that (translated from Simplified Chinese to English), "For another returned product wallet, the following return logistics information corresponding to this product has not been queried in the system at the time. EN DHL has been notified of this situation and investigated: the possibility of missing items is not ruled out."

This means that Farfetch had not inquired as to the return statuses for over 45 days. They did not bother to do the following:

1.) Follow-up after December 14,2020, to determine if their contractor, DHL, had picked up the blouse and wallet.

2.) Inform the buyer in a timely manner of the status of the blouse and wallet returns.

It seems both unprofessional and careless that Farfetch waited until the buyer make an inquiry 45 days later before beginning a determination of the return statuses of the two items. One would expect that any customer – particularly one rated "Platinum" -- would receive better customer service than this. But Farfetch seems to have a policy that refunds are ignored until a customer remembers to contact them about it.

Over a month passed with no information from Farfetch regarding the wallet. On or about 3/19/2021, Jane again contacted Farfetch about the wallet return and refund. In reaction to the buyer's inquiry, Farfetch informed her that the refund on the wallet would not happen. When Jane complained via email, Farfetch responded via email on 3/19/2021, asking Jane for the order number of the wallet. By now, after the previous emails and conversations, this obviously should already be aware to the Farfetch customer service system. This appears to be an attempt to "drag their feet" on the issue.

Nonetheless, Jane supplied the information, and on 3/22/2012, Farfetch sent an email stating that they cannot provide a refund because there are no records from DHL indicating that the item was picked up.

But that would be an issue between DHL and Farfetch since they have the contract; if DHL lost Farfetch property, they should file a claim but refund the money to Jane nonetheless.

Farfetch also stated, since DHL cannot find a record of the pickup, that they would need additional proof from Jane. However, according to Farfetch packaging instructions, no proof is required to be obtained by the person returning items. If Farfetch wants other proof, like signed receipts of pickup, they should have instructed either Jane or DHL to produce it at the time the courier picks up the package. It is common practice when one drops off packages for shipment at delivery services (like USPS, UPS, FedEx) to be given a receipt of shipment, so why not also provide a receipt to the sender when the delivery service picks up at one's address? If it is DHL's normal practice to not provide a receipt, then that is also an issue between Farfetch and DHL and should not penalize the customer.

Farfetch also commented that the investigation period for the wallet had expired. Jane reminded them that if they meant that too much time had passed (expired) to continue this issue, then that was because they ignored her requests for over a month.

(As a side note, but as an indication of how incompetent Farfetch customer service is, another order (9B9ZAN) for Jane was lost in transit by the courier. Eventually, Farfetch agreed that the order was never delivered because it was lost. Farfetch refunded the money to Jane. However, over a month later, on 3/25/21, Farfetch customer service informed Jane, "We're sorry we can't refund your order 9B9ZAN - SLR*******. Unfortunately, your order 9B9ZAN is out of the investigation period. Our internal teams and the courier are unable to conduct the investigation due to the extent of time that has passed. We're therefore unable to issue the refund." But, as mentioned, the refund was already made over a month ago.)

So, what is more likely here? That a "Platinum" customer for over 4 years who has purchased thousands of dollars in products suddenly wants to cheat them out of a $380 wallet? Or did the Farfetch supplier, DHL, simply lose the package?

I believe the answer is obvious. I suggest that Farfetch realize the flaw inherent in both their and DHL's system and reimburse Jane for the return she made in good faith. Another option, of course, is to settle this issue in small claims court.