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Farfetch Reviews

1.6 Rating 242 Reviews

14 %

of reviewers recommend Farfetch

Company Reviews

1.6

Based on 242 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 48%
Accurate And Undamaged Orders	Greater than 65%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.4 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Farfetch 1 star review on 2nd April 2024

Farfetch 1 star review on 23rd March 2024

Farfetch 1 star review on 23rd March 2024

Farfetch 1 star review on 23rd March 2024

Farfetch 1 star review on 23rd March 2024

Farfetch 1 star review on 23rd March 2024

Farfetch 1 star review on 23rd March 2024

53

Anonymous

Anonymous // 01/01/2019

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

“My first order got cancelled so I called customer service to find out why and they told me that credit card authentication is required. I submitted all the documents and the order still got cancelled. I called again and they told me in fact the credit card authentication was successful and there will be no problem if I place the order again... which I did... and they cancelled my order AGAIN!!! I will never try to purchase anything from this website and will advise everyone not to trust this website.”

Posted 2 years ago

“I am so angry and upset I spent $278 for a pair of sunglasses on this app and it was literally my first time buying from them and they never gave me my money back, they did an investigation and claim that the item was shipped to and weighed and so they cannot give me my money back. When I tell you I will never buy from them again I mean that. & I hope other customers see this and it stops them from buying as well”

Posted 3 years ago

“This website is a scam. I bought an item cost me almost $1500. All I get is a box with the cover or the bag and the receipt. When I tried to contact them for the missing product and get a reply that they also did the packaging process right and they can check that nothing wrong with the delivery so nothing they could do. They just send you an empty box with cost you nearly $1500. it's really a terrible thief.”

Farfetch 1 star review on 13th July 2022

Farfetch 1 star review on 13th July 2022

Farfetch 1 star review on 13th July 2022

Posted 1 year ago

“Never received merchandise. Demanding a refund and not getting it. Don’t buy from this company. You can find merchandise elsewhere. Vicki Warren”

Posted 1 year ago

“DO NOT BUY ANY PRODUCT IN FARFETCH WEBSITE. THEY SELLING FAKE PRODUCT. I am denunce this website to "Counterfeits and product piracy". I bought 1 per of Hogan shoes that cost me $380. When the product arrived i was so happy that came so fast so, i ordered 2 more pares of hogan shoes. When i used the shoes, i realized the hogan shoes that i bought from Farfetch was not comfortable like the original ones(i have few more pares that i bout from hogan Store in Italy and from others website) , the leather was not qualify, the shoes was crochet and the shoes sole was terrible made, compered with my original ones. Them i log in Farfetch website and look the ditail from the other 2 pares that i ordered. One of them was the new interactive sneakers, spring-summer collection 2021, price $459; color white; outer:leather 100%; sole:rubber 100%; lining:leather and suede. Designer Style ID: HXW00N00E30KLAB001. So i took the ID style and contact Hogan because the same ID style in the hogan website did not match because i hogan website this is style did nothave suede on it. Something was fishing, so i called the Company Hogan and i gave the reference to them and they wrote me back telling me the new collection spring-sommer 2021 with that ID style doesn't have suede. This product was not a Hogan product. I was so furious, i canceled my order. I contact Farfetch and they told me they sale only original thing , from the boutique store. I asked them the boutique name, telecon and email adresse, because i will contact this store. after that Farfetch never contacted me back me again. And Now i have a Fake shoes that i paid a full price of an original one. Look at the picture, the brown one is from Farfetch(the fake one) and the white is the original. Be careful do not buy nothing for this website.”

Posted 3 years ago

“I placed two order within last week on Farfetch, and both were cancelled for no reason. My credit card went through, but they said they couldn’t reach the payer. Terrible website. I wish there was an option for negative stars.”

Posted 3 years ago

“I placed an order and for no reason it was cancelled because they sent me an email saying it could not be verified. Never had this issue before. Reading the reviews below I think this is a fraudulent website.”

Posted 3 years ago

“I don't know why there are so many negative reviews! I have made more than 5 orders from Farfetch ever since 2018, I've never had a problem. Customer service is excellent. It's one of the best luxurious shopping websites out there and I used it the most. They partnered with boutiques around the world and all their stuff is legit. Please take negative reviews with a grain of salt!”

Posted 3 years ago

“I read many negative reviews here. My experience was totally positive. Accurate and on time delivery. Excellent communication and no doubts of authenticity.”

Posted 4 years ago

“This app popped up on my Facebook page. I decided to look into it. Why in the hell are sneakers that are still in the stores at a extremely lower price almost double or more on this site? That makes no sense to me. Then I started reading these reviews. I'm happy I did not order from them. Big Red flag”

Posted 1 year ago

“Awful customer service !!! received a package that was tampered with from farfetch.. contacted DHL and Farfetch and apparently DHL claims that there were no contents in the box from the original facility. (I have an email grom DHL, that attests to that, which I forwarded to Farfetch) Apparently not a good reason, and because someone at Farfetch customer service decided that this is not a valid reason for refund, they apparently cannot reverse the descision.. not even management!??). I am not trying to reverse the Death Penalty, just a descision made by an inefficient, inexperienced staff member. Don’t waste your time and money.. go to the luxury store, and have the full luxury experience…”

Farfetch 1 star review on 12th May 2022

Farfetch 1 star review on 12th May 2022

Posted 1 year ago

“PLEASE BEWARE OF THIS SITE!! I ordered 3 items from Farfetch and had issues with each one of them. The items purchased were supposed to be brand new since I paid full price. They came to me in used condition. scratch marks on all 3 bags! Customer service is terrible. They don’t support their customers. Returns are painful and difficult. Never purchasing from them again!!”

Posted 2 years ago

“Horrible customer service. Do NOT use this site if you need your order! They cancelled my order 3 times.... I provided verification, called, did everything but give them my 1st born and still cancelled. I wasted so much time with them and now have only one week to find something. Would never recommend them!”

Posted 2 years ago

“Their service and managers are selfish 。When something is wrong, no one is ever responsible for it. Do not shop at farfetch. Fk this manage team!!!!”

Posted 3 years ago

“Absolutely awful customer service. I arranged a return via Farfetch, in line with their terms and conditions, through DHL. DHL collected my parcel on the 27th July. As there was no update on the website I contacted customer service to request an update on my refund. It took to the 20th August to get a response to be told that the retailer hadn't received the return. They have refused to contact DHL to chase this matter up, even though it is their chosen and appointed courier service for returns. They have refused to register my complaint. They have refused to provide me with any more information. They have refused to help me in anyway or provide a refund.”

Posted 3 years ago

“AWFUL experience with Farfetch - do not ever buy from them. They will screw you over even if they or their suppliers make an error. I received a faulty item a few months ago and filed a return. A courier was booked to come pick up the item. The courier came as booked and I passed the item to them. After several weeks of not hearing an update on my return I called Farfetch. They said that the item was never delivered and as a result I am not entitled to a refund. The courier PHYSICALLY came to my house and handed the item to them. What else was I supposed to do? Instead of filing an insurance claim against the courier, Farfetch CHOSE to penalise the customer and not offer me the refund. So choose wisely. They will side with their suppliers and never their customers. What an awful experience. I will NEVER buy from them again, nor should you.”

Posted 3 years ago

“WORST customer service experience with heartless communicating willingness to solve a problem for the lost package. I purchased one US$616.25 Issey Miyaki dress on March 15th, 2020 and the package was shown delivered in UPS tracking status on March 19th while I sat home the entire time for COVID-19 Stay-in-Shelter order but I actually NEVER received the package. For such an amount, Farfetch shipped it via UPS without signature required. On March 19th- Within an hour on the same while I found UPS tracking status showed the deliver，y was made, I contacted Farfetch by phone immediately for not receiving the package in fact and following up with emails after phone calls. At beginning, Farfetch told me to wait for their investigation with UPS. I waited for a month and contacted Farfetch again for the outcome, they simply told me the tracking status showed the package was delivered and they cannot do anything. So? After one month waiting, Farfetch’s investigation is still only nothing but the UPS tracking status which has been up there in UPS website. At that moment, I was really helpless and Farfetch insisted they have done their part and they cannot refund me the lost of package (merchandise) as the tracking status showed it’s delivered. In beginning of April- While Farfetch doesn’t give any support and is not willing to help a loyal client in such an incident, I had no choice and I had to dispute this charge with my bank and in the meanwhile I also tried to contact UPS by myself to find the lost package. UPS was actually attentive after I started speaking with them and asked for the investigation, they took around 2 weeks to look for the lost package/incident including to contact the local distribution center and confirmed with me the lost package on May 4th. in the end. The UPS gentleman we spoke with is John on Investigation Department and he confirmed with us UPS would be responsible for merchandise credit + shipping cost to Farfetch as Farfetch is the Sender. On May 4th- I was really happy to go back to update Farfetch with the news which I believe they can refund me finally as UPS is responsible for the loss. Since then, Farfetch started telling me their interval investigation has been closed within 14 days and they could not open my investigation again unless I can provide a documentation from UPS to Farfetch. Throughout the whole time, I have been doing the job for Farfetch to get the money back from UPS and then they still asked me to get a proof?? Fine, then I went to UPS to ask for a documentation for Farfetch, UPS told me they can’t reveal the paperwork to me as I’m the 3rd party and they can simply provide to Farfetch if Farfetch requests. I forwarded this information to Farfetch anc they are still not willing to take a look nor rejecting to speaking with me and UPS in phone together while UPS is willing to do a 3 ways conference call to provide information to Farfetch directly on May 8th. On May 8th- After following up with Farfetch for 2 months, their supervisors always declined my request to speak with, and their customer service agents Emily M. in our long email chain and Bruno I spoke for 2 hours in phone on Match 7th always told me they understand my frustration but they cannot help ANYTHING. Today, the customer service agent Carolina C. emailed me directly that they cannot investigate anything anymore. Period. There is no choices because Farfetch has disconnected to work with this lost package incident, I can only work with my bank and just take the loss for US$616.25 if the bank cannot stand for the dispute in the end. I can provide all email chains and audio recording of my conversation with Farfetch as an evidence to prove I’m telling the frustration as a fact/truth. I have been shopping with Farfetch for almost 5 years. What a customer service I have received! If you plan to buy anything on Farfetch, good luck! Be ready for your loss and lose money for nothing, because they simply do not care their clients even if their client tries so hard to work with them. SAD. SAD. SAD.”

Posted 4 years ago

“Returns! What a joke!!! The only company to ever deny a return. Because my return was just outside the strict 14 days, they won’t refund or exchange. I’m now left with an item I don’t want for £260”

Posted 4 years ago

“Farfetch refuses a refund and will not reveal how they checked whether the boutique actually send an empty box. DHL from their side tells that the package weight is below 0.5 kg and they cannot track whether the sender send the package empty. This whole policy of leaving numerous boutiques on their own to send the goods leaves so much space for errors and disappointed customers. However, Farfetch will never bear any financial consequences.”

Posted 4 years ago

“People, please save your money and DO NOT buy from this shop! Total scam!! i added product to my shopping bag , price was ~266EUR, webshop offered extra 30% off and cost came to ~195EUR (nice, right?!). i was able to fill in all the information, my contact data, etc. i chose IDEAL as payment, and the second i pressed GO AHEAD , it gave me an error that something went wrong and i have to restart... i did and price INCREASED with +100EUR.....this is ridiculous, i understand completely that offers change and shop is allowed to change prices both in plus or minus direction, but not when your client in the process of buying something..... if i am pressing to check out, you cannot do it in the middle of my purchase!!!! this is just outrageous, same as if i would stand in the line of the shop and at the cash box, they tell that shop changed mind and now i have to pay more.... i was doing the whole procedure for literally 3 minutes.... NEVER AGAIN THIS SHOP, what a scam....”

Posted 4 years ago

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Farfetch is rated 1.6 based on 242 reviews