Farfetch Reviews

Name: Farfetch
Rating: 1.48

1.5 Rating 319 Reviews

11 %

of reviewers recommend Farfetch

Company Reviews

Questions

Metrics

1.5

Based on 319 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 48%
Accurate And Undamaged Orders	Greater than 62%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Visit Website

Write Your review

Tell us how Farfetch made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I had one of the worst customer service experiences with Farfetch, and I feel compelled to warn others. I placed an order that was mishandled, and instead of resolving the issue, I was outright lied to by multiple representatives—specifically Diego and Filippa. They assured me the shipping issue had been taken care of, only for me to later discover through FedEx that my package was actually misdelivered. Not only did Farfetch fail to follow up or inform me that the issue was unresolved, but when I called back to get answers, I was treated as if I was making things up. When I requested to speak with a manager, I was put on hold for an excessive amount of time, only to be told that the manager was “too busy” to speak to me and would call me back the next day. And then, I was hung up on. This level of disregard for customers is absolutely unacceptable. I expected better from a company that claims to be a luxury retailer. Instead, I experienced dishonesty, lack of accountability, and blatant disrespect. Avoid Farfetch at all costs unless you want to risk dealing with incompetent customer service, no resolution to your issues, and zero accountability.”

Helpful Report

Posted 3 months ago

“Was a great company few years ago with products affordable at good prices where the business overheads where in line with the consumer expectations. Now in 2025 it's a rip off experience. Not recommended.”

Helpful Report

Posted 4 months ago

“I ordered a pair of shoes from Farefrtch (Toteme). They came without protection on the sole. I tried on the left shoe in the bedroom (we have wooden floor, i walked maybe 8 meters with it on my foot) but it was too tight. I sent it back. The refund has been refused based on the fact that the sole had some scratches on it. I find it absurd because i tried one of the shoes once for 1 minute in the bedroom and the next day after delivery I have returned them. This will be my last purchase from Farefetch. They do not protect their shoes sole correctly when delivering them and then the client gets in these absurd situations.”

Helpful Report

Posted 4 months ago

“Scam company, I ordered a bag and received it damaged and defect from the manufacture, i returned it right away without even using it and they rejected my return and refused to return it and they were so rude and scammers after they stole my money”

Helpful Report

Posted 4 months ago

“Terrible customer service, I've never received a refund!!! I was charged twice for an order on two separate credit cards. I placed an order on Farfetch website, and after receiving a notification that the payment on my card didn’t go through, I proceeded with a second card (Revolut). However, despite the notification, the payment was processed on both cards, resulting in duplicate charges. I returned the order and requested a refund for both charges, but Farfetch never acknowledged the mistake of charging me twice. As a result, I only received a refund on one card. I am still missing the second refund, which should never have been charged. I have been in contact with Farfetch customer service for months, providing all necessary documentation from my banks to support my case, but I have yet to receive a satisfactory response or acknowledgment of their error. My lawyer also sent a registered letter to Farfetch, but they never replied. This is a scam.”

Helpful Report

Posted 4 months ago

“They wiped my account after I made a large order and sending a faulty product, delayed everything in resolving the situation, which is still unresolved and I can still not see anything in my account, I still have no access to do anything with my purchases or track any returns, and still no response in how to receive my refund for a faulty item I paid good money for!! I would NOT recommend shopping here, I have zero trust now. Customer service is awful and I feel like i've been scammed out of a lot of money!!”

Helpful Report

Posted 4 months ago

“I absolutely do not recommend shopping at Farfetch. I ordered a Gemy Maalouf dress for 2,022.00 Euro. I put it on once, but it didn't fit me. I put it back in the box and returned it. The dress was sent back to me, without much prior notification because according to them the dress was 'dirty in the lower back area and has pulled threads in the chest area.' I knew that couldn't have been me as I have only tried it once, so I complained. The Customer service team either ignored my arguments or dismissed me with 'We're sorry, we can't offer you a solution this time.' I have asked the Customer service for their manager's contact, but have been ignored each time. I simply wanted to have a discussion about the situation and their complete lack of professionality, but their dismissal and ignoration of the entire thing just proves me right again. I suspect the dress has already been sent to me faulty. I hadn't checked the dress when it arrived as they pride themselves to be a luxury brand seller and now I regret it. I will never buy anything from them ever again and I recommend you don't either. Horrific, unprofessional and careless behaviour from Farfetch to their shoppers. Zero respect to their customers.”

Helpful Report

Posted 5 months ago

“A recent incident involving Farfetch has raised concerns about their credibility and reputation. In December, I purchased a Gucci bag through their platform, which arrived without certification, and the serial number engraved on it corresponded to a different product. I reported the issue, returned the item, and requested that they investigate the seller and take action. Despite sending over 10 emails and making regular follow-up calls asking for clarification on their authentication policies and seller vetting processes, I received no clear response. Instead, they simply returned the item to the seller and refunded my money. Farfetch appears to lack a robust policy for verifying the authenticity of products sold on their platform, as well as clear guidelines on how they select and monitor sellers. Their approach to handling complaints was disappointing—they merely contacted the seller to ask about the item’s authenticity, which is not a reliable method. This incident has highlighted significant flaws in their processes, raising concerns about their trustworthiness and damaging their reputation.”

Helpful Report

Posted 5 months ago

“Worst customer service ever literally no help and responsiveness at all. Just filler messages”

Helpful Report

Posted 5 months ago

“I warn against shopping Farfetch. I was a gold membership and was everything fine but this christmas i orderd something and somone stole my order. The Farfetch told me that on their side was everything perfectly fine, so they cant do nothing abut this. Like i saw later someone opened the envlope and closed with option for return. This company is a circus when it comes to the safety of parcels. Dont waste your money, even chinese aliexpress delivers good. You can buy something for few thousands and you can see nothing. They dont have tools to check what happend with orders. Like i see im not the first but this is happens often. Maybe this should be case for police.”

Helpful Report

Posted 5 months ago

“Incompetent inadequate and unsatisfactory customer service. Have yet to process my return for 6 weeks now and counting…”

Helpful Report

Posted 5 months ago

“Incompetent unresponsive and most useless customer service team I’ve come across - absolutely no resolution management skills or protocol.”

Helpful Report

Posted 5 months ago

“I got a pair of expensive shoes from them for my wedding. I tried them on, they were too big, put them back in the box and sent them back with the fedex label. Something happened along the way and the box was bent a bit and there was some sort of scratch on the shoe. I had pictures before I sent them, but the other side refused the return and immediately shipped them back to me. DO NOT WORK WITH THIS COMPANY, IT WILL BE THE MOST EXPENSIVE DECISION OF YOUR LIFE.”

Helpful Report

Posted 5 months ago

“I ordered a Coach bag from Farfetch. When the box finally arrived, it was empty - there was NO bag inside the box. The box was filmsy and one side was half-torn. I emailed their customer service and after waiting 15 days for the so-called investigation, all they could say was : 'Please accept our sincerest apologies for the uncomfortable shopping experience you have recently encountered with us. We deeply regret any inconvenience this may have caused you and want you to know that your satisfaction is of utmost importance to us. We understand that our customers deserve the highest level of service, and we are aiming to making things right. After taking careful consideration of all accounts, we are unfortunately unable to issue a refund or replacement of the item on this occasion. I’m sorry for any disappointment this may cause. Thank you for your understanding. I hope that this occasion will not discourage you from shopping with us in future.' So when the customer does not receive the item purchased despite paying a few hundred dollars, all we get is sorry? For people out there considering a purchase from Far fetch - my advice is proceed at your own risk!”

Helpful Report

Posted 5 months ago

“Useless customer service tesm”

Helpful Report

Posted 5 months ago

“Please don't lie, you returned my parcel because of your pricing error on the website. I have information from UPS that the sender reported the return of the parcel, thats why I did not receive it. Today I reported the whole case to the Office of Consumer Rights and an e-mail from UPS, which clearly states that the sender returned the parcel - you lie even in e-mails. I hope that they will impose a fine of several million on you - and I will certainly commit to this, together with all the other people to whom you did the same thing - be ready. In the same way, I'm starting to give you negative opinions on trustpilot and Google - negative opinions will be massive. I also attach evidence from UPS to my complaint, you already have a total of over 50 complaints from Poland. You are cheaters, liars and you can't even come to terms with UPS because they say one thing and you say another.”

Helpful Report

Posted 6 months ago

“They sold me fake Gucci sunglasses as the screws holding the stems turned green and they refused to replace them Or return the money I paid for them”

Helpful Report

Posted 6 months ago

“Farfetch has pathetic customer service. They are daad or sleeping. It should be give zero stars. Never buying again”

Helpful Report

Posted 6 months ago

“Very unhappy with Farfetch Farfetch is a really terrible site for online shopping. I had a dreadful experience with them. I bought a really expensive shirt which was way too big for me. I tried to exchange it for a smaller size but they said they were unable to do that. That I had to return the shirt and get a refund then reorder the shirt. When I tried to return the shirt using their return guidelines I was unsuccessful. I tried on two separate occasions . I registered a return with them, I received the return labels which I attached to my return package. They ordered the courier to pick up the return which they gave me a collection date for. I stayed at home all day waiting for the courier which never arrived on either occasion. Nor did the courier contact me with any explanation. I asked Farfetch for an address that I could post (at my own expense) the shirt back to and they refused to give me an address. I found one on line and posted it back to Farfetch only to have the parcel returned to me. I communicated regularly with Farfetch about the problems i was having and they simply responded that it was most unfortunate. I have had to now incur the expense of having a dressmaker try to alter the shirt so that I can at least get some wear out of it. The alterations have completely ruined the shirt. Be warned do not shop with Farfetch you will only end up out of pocket and very disappointed. Their returns policy is a complete farce”

Helpful Report

Posted 7 months ago

“They lost my shoes and when I contacted them I was told that they were delivered. They sent me the delivery proof and it was signed by someone else and the name given was not mine. After the investigation they denied the reimbursement saying no matter who got the package, it’s not their responsibility. I’m going to report it to the police.”

Helpful Report

Posted 7 months ago

Farfetch is rated 1.5 based on 319 reviews