Farfetch

I bought a pair of boots that weren't labeled for any gender and assumed they were women's, well they were men's. And yes they were 'final sale'. But their website did not indicate clearly what gender these were for. I went back and forth with their 'customer support' I offered to pay the full shipping refund costs myself, (denied) to exchanging the men's boot for the women's, (denied) to only receive a site credit in lieu of a refund, (denied) and basically told lol F off. Zero customer support. Buy only if you have 100% trust in what you're paying for and have no desire to refund,exchange, etc.

Ordered a shirt that was canceled the following morning, so I had to reorder the following business day only for them to turn around and send the wrong shirt. Will never be ordering from them again. If you plan on ordering from them, order under your own risk cause they're like a third party company so if they send the wrong item you will be inconvenienced highly. Just a heads up! In the pictures I have proof of purchase and the shirt I perfected versus what they sent me.

I will never shop with this company again. After placing a order one day prior to a huge sales drop in price, the service representative did not bother to contact the boutique, instead I was told to return the item and place a new order, after realizing I was not being refunded my shipping of 24 dollars I contacted another sales rep who told me that they did not contact the boutique and this matter could have been resolved without additional shipping charges. I talked to the management and they said it's not their problem. I am now paying over 48 dollars total in shipping charges for items. I will do everything I can to make my voice heard about this.

I haven't still my refund since May and I have emailed and have called the Farfetch customer service. They keep on informing that they are awaiting their partners, they should be taking care of the customer first then they can deal with the partners after. All I want is my refund, not any thing extra when I have sent the correct brand new item with all the tags intact. So distressing, they have taken my £693 and product and not returning my refund. Hopefully someone can help me getting this back

They keep on replying about the boutique not accepting and making lies up about the tags when I have sent pictures of the jacket with all the tags in tact. I can't believe how difficult they making this so difficult about a refund.

It's not like I'm asking for anything complex, I sent the item back brand new with tags and just want my refund.

I purchased a pair of sunglasses in October 2022, and I still havent received the product purchased. Delivered to me was an empty off-white sunglasses package, and thats it. After a 3 month long process I was told "the weight of the package delivered was the same weight as when it left the warehouse". No $#*!? The sunglasses were taken out of the packaging before they were shipped were they not? Dont deal with this marketplace, quite unprofessional and demeaning in the complaints process.

My account was hacked and my point has not been replied if it can be transferred to my new account. The order being ordered by hacker is still processing and as replied by the support team, they would try to stop the shipment, whether it can be stopped depend on the situation. I am so much worried if they can change the delivery address such that I cannot returned and caused me lost.
Till now, I still cannot login my account and forget password does not work.

I am a victim of this order, but it seems I am the only one suffered from loss both money and point in vip programme and still have not been recovered yet

Avoid at all costs. Farfetch insists on an open-box policy when returning goods to them, which their courier checks before accepting the parcel. In full compliance with their returns policy, I left the parcel open for the courier to check, he accepted it, and left with it. I was contacted after returning an item to be told that it was missing from the parcel. Farfetch have now refused to offer me a refund, and I'm now having to resolve the issue through Trading Standards.

This is a massive oversight in their corporate processes, and it is complete insanity to think they can routinely treat consumers like this.

I recently ordered 3 pairs of Tom Ford sunglasses, two in the same design of a different color and then a separate design. I kept one pair and started the process to return the other two pairs. The DHL courier picked up both, signed both slips. I received credit for only one. I write to customer service and they say the other box was EMPTY. A complete fabrication. This is a scam and a lie. I am owed 297 Euros!

Farfetch often gives amazing promotions, like free shipping, - extra discounts on already discounted items. However, it is very disappointing that prices from items goes up when these kind of promotions are offered. For example, I was watching a pair of sneakers from Dolce and Gabbana they were on sale 175€ it was excellent opportunity to buy but I decided to wait for a promo code, when they offer 30% off on sale items these sneakers were 207 €.

It is very unfair that Farfetch let this happen.

I order regularly at Farfetch, I just received my order that I placed on wednesday evening. Just in one day and a half it has been shipped from Spain to my work in Belgium. Unbelievable! Shipping costs are rather high (I paid 20 euro), but when I think how easy it is to return it and get my money back, to me the 20 euros are worth it. DHL keeps me in touch by email and by sms (good information from the moment order was placed tot the moment of delivery). Sometimes when the item doesn't please me I sent it back immediately, but it was never a problem to get my money back as far. So I am a happy customer and I keep buying things at Farfetch. I don't understand the negative comments... Maybe it depends also on the item you buy and on the shop that it comes from. Farfetch is only an intermediary in the whole process, so they also depend on the goodwill of the shops that are connected.