Farfetch

Nurai Toktogulova

Provide feedback

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

Initially my order kept being canceled, so i had to call and i was told that it was an automated security feature. which didn’t make much sense considering i didn’t get any message about about any issues at all. the employee that i spoke to on the phone told that my account was now “flagged” and should be clear to make purchases. i tried to make the purchase again and i received an email asking for verification of the card used and identification. reluctantly (because why is it such a hassle to spend my money with these people) i sent it, and didn’t receive a response until the next day. it all got verified and they gave me an order confirmation, tracking number, etc. fast forward a day or two my boots arrive in a slightly damaged box and the left boot has a defect. overall not a good experience, will avoid shipping here in the future.

I like that the item was sent even sooner than promised, the shoes just like I expected and hoped, fit perfectly even better ( I normally buy 36.5 but with shoes made in Italy, for the most part size 37 fit just as well, or if it is boots at times I had even gone down to size 36.) Nevertheless since this brand was new to me while waiting for my shoes, I wasn’t sure, what to expect, moreover, I told my self if worse comes to worse, such as if I don’t like the shoes (while keeping my fingers crossed,,) I can always return it, however to my relief after receiving my beautiful shoes today, my worries were put to rest, the shoes fit perfectly, even though it is not my usual 36.5. Moreover, the quality of the leather is superb, the heel hight seems to be comfortable, and the look is as pictured. As for Farfetch am happy with the selection and availability of the style. I am happy with ease of navigating the website, love the availability of items from various seller, I also love the fact that for the most part I can count on Farfetch to carry quality items (like my beautiful made in Italy shoes) and last but not least, I loved the fast shipment and delivery of the item.

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,