I've used FarFetch since mid 2011 and made several orders. I've found them generally ok up to this point, the returns / DHL side of things is not something I've had to do thankfully, until this comedy of errors occurred.
Below is the timeline of what has happened thus far:
11 Feb Order placed
12 Feb Order shipped
17 Feb Return request recorded within the extremely short 5 day period.
17 Feb Collection confirmed
17 Feb Collection made from DHL with correct waybills attached
19 Feb Item is delivered back to me by DHL by mistake
20 Feb I contact FF Support. Me "I returned the item, had it picked up, and then today it's arrived again! I want to check two things, that my refund will go through and also how to get it picked up because I can't take a day off. Can I post it?"
20 Feb Support FF "I apologize that you were having trouble with your return. Please let me know if you wish to reset your collection date, or you can use the attached label and drop it off at your local DHL location. Your order must be sent using DHL with our documentation. Let me know if you have any other questions or concerns."
20 Feb Support Me "Hi. You didn't answer my question. Why was it sent back and when will I receive my refund?"
20 Feb Support "I am unsure of why the package was returned to you, as DHL was unable to provide us with any information. The invoice number you provided was the label from the store to you. Do you have the invoice number from you to the store so what I would be able to track what happened with the package. Please make sure that the label that was attached to the box matches the label I attached. You will be refunded for the order once the package has reached the store."
20 Feb Support I am requested to generate a new return label.
20 Feb Support The return label links sent to me didn't work.
25 Feb The return label is refreshed and works.
25 Feb I receive a £10 credit on my account from FF for some reason.
5 Mar I ask to arrange return to a DHL office as I am unable to be at home that week.
6 Mar FF say they will look into this
7 Mar I am informed by FF that I am outside the five day rule for getting a refund now (something that not only wasn't true, but that I am now only informed nearly a month afterwards). I of course dispute this continually.
7 Mar A new return request is made and confirmed.
7 Mar I dispute the refund as it was DHL / FF mistake.
8 Mar FF inform me that effectively it was probably my fault for not attaching the correct labels but they can't conform this.
11 Mar I take the package with (again) the correct waybill and so on to a DHL Service Point office. It is accepted, I get a receipt. I double check it is going to the right place. It is.
18 Mar DHL send the package back to me again. I contact FF again.
19 Mar FF ask to see the waybill etc. I send it to them along with images of the package so on.
19 Mar FF say they will contact DHL to sort things out.
21 Mar I ask for an update.
22 Mar FF ask to "give them until next week" to look into this. I accept.
27 Mar Following another reminder from me, FF report that they have not been able to contact DHL.
2 April After hearing nothing, I again remind FF to report back on the situation.
4 April FF inform me that they have had no luck contacting DHL.
8 April I contact FF and suggest they escalate this at DHL.
10 April Finally FF finally get back to me "We have received a response from DHL regarding your return and we have received a notification from them than in order for your return to be sent back to you was if the only AWB provided was the original shipping label with your delivery address. I'm afraid that DHL does not have any confirmation that your returns were provided with the returns shipping label and for this reason, the packages were not sent to us." I am asked to send what receipts etc I have, which I do.
12 April FF "We have forwarded these to our Courier and our Returns Department as we are able to confirm that the correct AWB was used. Please also understand that we will not be able to process a refund but we will process you a store credit as mentioned before by my colleague."
12 April I inform FF that I won't accept a store credit as clearly the fault has been with FF and DHL's service. Not mine. The original return was requested and arranged within the five day return period and the admitted mistake on DHL's part.
16 April Without any warning I receive an email saying that FF have received my return request. It's not something I was involved with or have requested. I am then informed of a free collection booking. Again, not something I have been involved in, consulted about or aware of. Nor would I have agreed to it as I am away on holiday that week.
16 April FF support contact to tell me the collection will be today, or tomorrow, but they cannot do it after that.
16 April I inform FF that I am on holiday and so unable to be at home (where the parcel is) for collection. I also ask that the issue around store credit v refund is escalated.
17 April FF inform me "we have escalated this to our Customer Service Manager and I'm afraid that we will only be able to issue a store credit. Please understand that we had to book you two previous collections and we were only able to confirm DHL error on the second collection and for this reason, we are willing to accept your late return. I'm afraid that if we are unable to confirm your collection, we will not be able to accept your return." And, the language is interesting. ‘your late return".
17 April I ask FF to confirm "because I am unable to be available for this collection on less than a day's notice after literally months of back and forth, you will now not accept the return at all?" They confirm yes.
18 April I am getting legal advice.
After all this, FF are now telling me that they will not only provide me with a refund, but even allow me to return the item. Despite DHL not having any record of the first collection being right or wrong, and an admission that I attached all the correct forms the second time. I am somehow at fault.
An astonishing state of affairs and would YOU want a credit with a company that treats its customers in this way?
Update to this. Far Fetch eventually came good and gave me a refund. It was a long, needlessly agonising situation and I'm glad it's over. But it's a real shame as they have some great items on the shop and I was a very loyal and active customer. B