Farfetch

Nurai Toktogulova

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I had a very disappointing experience with Farfetch. They do not make any real effort to ensure that an item is delivered to the correct person. For them, it feels like delivery is treated as “good enough,” regardless of who actually receives the package. What made the situation worse was their customer support. Even after reporting the issue, there was no real concern, no urgency, and no sense of responsibility. The responses were cold, unhelpful, and extremely unprofessional. I expected a much higher level of service from a company of this scale. Customer care seems to be a low priority for them, which is unacceptable. This experience completely changed my perception of the brand. I will not purchase from Farfetch again, and I would not recommend them to anyone.

While the items came quickly, the return process is a joke. It is not registering that it was delivered, and I am trying to return one of the items in the order and I’m unable to do so because they want me to register the return online first. It came with a return label, it’s ready to go but for some reason they told me on the phone not to send it back till I register to return online. It also took 30 minutes to have a representative answer my phone call and there is a two week return window. I am leaving for a two week vacation tomorrow, and the only thing the representative could say was to call after my vacation and explain to them what’s happening to extend the two week return window. I asked her to leave a note in my file and she said there was no file. I wish they would just include the paperwork and the label to allow you to return it in a timely manner. I will probably never purchase from them again, too many websites like them, but better, sell the same thing. Adding an edit: Farfetch regularly comments on all these complaints with the same cut and paste, that “we are looking into it”. They are all generic, and no one contacted me or looked into anything. My original review stands. If I could take away another star I would, just because their responses are pretty unprofessional

For an online retailer that carries designer products Farfetch need a better return policy then 14 days. I just got back home from a business trip 2 days ago only to realize the shorts I ordered were the wrong size. I immediately reached out to customer service only to be completely turned down at any chance of a return or exchange. At Gucci, Louis Vuitton and other designer stores if you're ever past the 14 day return period they still facilitate some kind of return or exchange since they know you paid top dollar for an item. This goes for their online orders as well. They understand that a majority of their loyal clients who shop with them consistantly do not work or live a regular 9-5 schedule with the ability to go immediately after work or on the weekend to return/exchange an item. Will definitely not shop here again after being stuck with these brand new $500 shorts that don't fit. Thank You,

I order these pants on the July 29th my delivery date was the Aug 5 (remind you I paid 45. Extra for delivery and sale taxes I believe) pants was 208. And it came up to 245.…. I was taking these pants out of town with me for an important photo shoot. I called to see what was the hold up and they where stuck in Italy customs on the 5th… (no one contact me or informed me of a delay) customer service could not help me with this delay and did not offer no suggestions or apology for this huge inconvenience. I just got home from my trip about an hour ago and I get an email from concierge that I have a package that was delivered today. I will be returning the item, because it’s no need for them. I did not open the package to see the quality of the shorts or anything. (So I have no review on the shorts) I’m so disappointed with farfetch. This is not the first time something was stuck in customs that was order from far fetch. I never have this problem with FWRD.

You all are one of my favorite online shopping sites. I always find unique pieces that are always reasonably priced for the brand and quality. There’s never a shortage of eclectic options. I recently did place an order with you all and try to return an item and apparently it is unable to be returned which I was not made aware of. I would say that up until this point that would be my only complaint that it was not made clear at the time of purchase that the item would not be eligible for a refund. It was an Alexander McQueen wallet that unfortunately only fits about three cards in it anymore than that and you need vice grips to get them out. Otherwise you guys are amazing keep up the great work!