David M.

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.