"Horrible and awful experience! Never buy from Farfetch!!!

I previously purchased something from Farfetch in Germany and unfortunately the size of the clothes did not fit. I applied for a retoure from Farfetch and requested for a pickup, as this was an option on their website.

On the day of the pickup came the delivery man who picked up the parcel for return. Until now, everything went smoothly, however, 2 weeks later, I found out that Farfetch has never received the retoure product. We tried to ask them to check their recevied packages or check with DHL. They came back saying that they simply don't have the package and neither does DHL. In the end, they simply gave us the reply that without further information, they could not provide futher assistance. Needless to mention the reimbursement.

I then tried to contact their customer centre a few times but ending up with the same result. Now I am still trying to get more information from DHL by myself, but it´s very difficult.

I can't believe how IRRESPONSIBLE they are regarding the fact that they were the ones who sent the delivery man for pickup and now the package is gone after the handover, they don't want to have anything to do with it.

Isn't this supposed to be a luxurious website with proper customer service?

If you do buy from Farfetch, do wish for a smooth delivery without the need of retoure. Otherwise I would suggest you to buy somewhere else."

"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. "

"I checked on my order status, and it showed as delivered. There was no tracking information. I wrote to Farfetch, to inquire what the next steps were. They said they would conduct an investigation. Days later, I received an email that they had spoken with the courier. The courier told them the item was delivered, well received, and that I confirmed this. I never spoke with a courier! I emailed Farfetch to tell them I had not spoken with the courier, and had not received my purchase. I then received an email from Farfetch saying that the case was closed and a refund could not be issued. I have now disputed the charges with my credit card company. I am very frustrated and disappointed."

"Farfetch mobile app is the best so far among other luxury reseller store.
Also the package came beautifully wrapped and was processed quickly. Will recommend :)"

"I bought a pair of shoes from them and had a great experience. Fast shipping and great packaging. "