Farfetch

Until their recent sale, I've only purchase a few hard to find luxury items from farfetch that I usually kept.
Because their sale started before the other big stores, and because I needed numerous types of clothes comma I bought things all over the luxury side of their website.
This came to a tremendous amount of money over the period of three to four weeks.
I kept 70 to 80% of the items.
A couple smelled like horrible mold.
One necklace arrived broken.
Some of the tags Farfetch put on so that the clothing won't be worn are done so that you can't even see what it will look like.
When I ask to exchange a few items for a size that showed available, it took 3-4 phone calls over 6 days to get the ok on that.
For one item, I had to just repurchase it.
The boutique would not agree to an exchange.

It has been over 3 to 4 weeks since my first returns were sent. I have received 2 of approximately 8 or 9 credits dur.
All customer service will say is that it takes a week to 10 days.
It has been three to four weeks.

I am extremely concerned because I have sent more returns in the last couple weeks and to know this is their procedure is beyond concerning.

I would continue to purchase on their website, but can not do to this experience I'm not receiving credit for my returns.

It is not a week to 10 day process. Like the other reviews say to get a credit seems to take over a month as well as numerous complaints and calls and hopefully it will at least happen then.

Far fetch offers shopping from around the world. I have purchased from them a couple of times and each time was a disaster. The first time, my shoes were delivered by UPS and the delivery guy reamed me out for not being home on his previous two tries. Granted this was no farfetch's problem I tried them again. I bought sone $1100 boots. Farfetch were ok but I was not sure if they were a bit snug so I ordered the next size up also. By the time they arrived, we had an emergency and flew to a funeral. When I hit back and tried them on, they were way too big. I wanted to return them to far fetch but they said I was over the 5 days they give to return items internationally! Five days?! I tried to explain my situation and they absolutely refused to help. They showed no compassion, they completely refused any customer service at all. Eventually my husband called so done in the executive department and was told so done would call him back. No one did. It has been months of us calling, leaving messages and emails and we get nothing from them. We were even ready to accept a credit note. I can't believe this company is so heartless and did not even have the courtesy to respond to emails and phone calls. You would think that the executives want to set an example and show what is good customer service and at least look into the matter. So now I have two pairs of $1100 fendi boots, one which is totally useless to me. I guess far fetch thinks my uncle shouldn't have died at the time he did and this is all his fault. Will never buy from them again!

I have never written a review in my LIFE. However, my experience with this company was SO unpleasant. I had to. In a nutshell, I felt duped by this company. Overall there are WAY better options out there for online shopping. I found Farfetch to be out of touch with the customer. The website was uninformative when it mattered most. One of the many examples: Returns & Refunds. I dont find it fair that you have to return an item within 14 days, and this item needs to get back to the vendor in this allotted time (even if the vendor is across the world), or else your return is null and void. Perhaps the most disappointing find as well as the most ridiculous policy is: if your Farfetch tag is broken when you receive it or you accidentally cut it off, or (like my situation) the tag was clasping a shirt together and had to be taken off to try it on, you will have to pay for the entirety of that item, whether you like it or not and especially if you want to return it. What is this? This is STEALING theyre just taking peoples money. Farfetch do not forewarn new customers about the Farfetch tag. BEWARE! Way to look out for the customers Farfetch! My tag was clasping a button down shirt together - it had to be taken off! My shirt also had 4 needles inside the shirt. One cut my shoulder blade. I kid you not needles. This was the boiling point. Bottom line, Farfetch does not care about the customer. They care about money in their pockets. Farfetch is not convenient, impossible to return, slacking on refunds, and MASSIVE AMOUNTS of trickery involved. I will NEVER purchase anything from this company again. ASOS is a much better option and is more user friendly!

I've used FarFetch since mid 2011 and made several orders. I've found them generally ok up to this point, the returns / DHL side of things is not something I've had to do thankfully, until this comedy of errors occurred.

Below is the timeline of what has happened thus far:

11 Feb Order placed
12 Feb Order shipped
17 Feb Return request recorded within the extremely short 5 day period.
17 Feb Collection confirmed
17 Feb Collection made from DHL with correct waybills attached
19 Feb Item is delivered back to me by DHL by mistake
20 Feb I contact FF Support. Me "I returned the item, had it picked up, and then today it's arrived again! I want to check two things, that my refund will go through and also how to get it picked up because I can't take a day off. Can I post it?"
20 Feb Support FF "I apologize that you were having trouble with your return. Please let me know if you wish to reset your collection date, or you can use the attached label and drop it off at your local DHL location. Your order must be sent using DHL with our documentation. Let me know if you have any other questions or concerns."
20 Feb Support Me "Hi. You didn't answer my question. Why was it sent back and when will I receive my refund?"
20 Feb Support "I am unsure of why the package was returned to you, as DHL was unable to provide us with any information. The invoice number you provided was the label from the store to you. Do you have the invoice number from you to the store so what I would be able to track what happened with the package. Please make sure that the label that was attached to the box matches the label I attached. You will be refunded for the order once the package has reached the store."
20 Feb Support I am requested to generate a new return label.
20 Feb Support The return label links sent to me didn't work.
25 Feb The return label is refreshed and works.
25 Feb I receive a £10 credit on my account from FF for some reason.
5 Mar I ask to arrange return to a DHL office as I am unable to be at home that week.
6 Mar FF say Farfetch will look into this
7 Mar I am informed by FF that I am outside the five day rule for getting a refund now (something that not only wasn't true, but that I am now only informed nearly a month afterwards). I of course dispute this continually.
7 Mar A new return request is made and confirmed.
7 Mar I dispute the refund as it was DHL / FF mistake.
8 Mar FF inform me that effectively it was probably my fault for not attaching the correct labels but they can't conform this.
11 Mar I take the package with (again) the correct waybill and so on to a DHL Service Point office. It is accepted, I get a receipt. I double check it is going to the right place. It is.
18 Mar DHL send the package back to me again. I contact FF again.
19 Mar FF ask to see the waybill etc. I send it to them along with images of the package so on.
19 Mar FF say they will contact DHL to sort things out.
21 Mar I ask for an update.
22 Mar FF ask to "give them until next week" to look into this. I accept.
27 Mar Following another reminder from me, FF report that they have not been able to contact DHL.
2 April After hearing nothing, I again remind FF to report back on the situation.
4 April FF inform me that they have had no luck contacting DHL.
8 April I contact FF and suggest they escalate this at DHL.
10 April Finally FF finally get back to me "We have received a response from DHL regarding your return and we have received a notification from them than in order for your return to be sent back to you was if the only AWB provided was the original shipping label with your delivery address. I'm afraid that DHL does not have any confirmation that your returns were provided with the returns shipping label and for this reason, the packages were not sent to us." I am asked to send what receipts etc I have, which I do.
12 April FF "We have forwarded these to our Courier and our Returns Department as we are able to confirm that the correct AWB was used. Please also understand that we will not be able to process a refund but we will process you a store credit as mentioned before by my colleague."
12 April I inform FF that I won't accept a store credit as clearly the fault has been with FF and DHL's service. Not mine. The original return was requested and arranged within the five day return period and the admitted mistake on DHL's part.
16 April Without any warning I receive an email saying that FF have received my return request. It's not something I was involved with or have requested. I am then informed of a free collection booking. Again, not something I have been involved in, consulted about or aware of. Nor would I have agreed to it as I am away on holiday that week.
16 April FF support contact to tell me the collection will be today, or tomorrow, but they cannot do it after that.
16 April I inform FF that I am on holiday and so unable to be at home (where the parcel is) for collection. I also ask that the issue around store credit v refund is escalated.
17 April FF inform me "we have escalated this to our Customer Service Manager and I'm afraid that we will only be able to issue a store credit. Please understand that we had to book you two previous collections and we were only able to confirm DHL error on the second collection and for this reason, we are willing to accept your late return. I'm afraid that if we are unable to confirm your collection, we will not be able to accept your return." And, the language is interesting. ‘your late return".
17 April I ask FF to confirm "because I am unable to be available for this collection on less than a day's notice after literally months of back and forth, you will now not accept the return at all?" They confirm yes.
18 April I am getting legal advice.

After all this, FF are now telling me that they will not only provide me with a refund, but even allow me to return the item. Despite DHL not having any record of the first collection being right or wrong, and an admission that I attached all the correct forms the second time. I am somehow at fault.

An astonishing state of affairs and would YOU want a credit with a company that treats its customers in this way?

B

Update to this. Far Fetch eventually came good and gave me a refund. It was a long, needlessly agonising situation and I'm glad it's over. But it's a real shame as they have some great items on the shop and I was a very loyal and active customer. B

DISCLAIMER: I have never left a single review for any other retailers I shop at. This is truly a horrifying, frustrating experience that I have never ever run into in my entire life.

HORRIBLE CUSTOMER EXPERIENCE: 1) I tried to return a package and selected the time window for DHL pick up. The window is always 3 hrs. So I picked 5 pm to 8 pm. Guess what? DHL does not work during that time! And guess what? Farfetch does not let you modify the pick up time! I'm stuck with re-scheduling with DHL and explaining the whole situation with them because I don't have a DHL account. 2) Finally the package was picked up. Guess what? It got to the DHL warehouse and Farfetch told me the shipping label is faulty, when scanning the bar code nothing came up and they cannot ship it. DHL asked me to get a new shipping label. Now my package is stuck in their warehouse for 1 week because Farfetch still hasn't got back to me.

SCAMS:
Farfetch is an online platform that supports boutiques to scam people. I order a pair of Prada booties, the sender is some random boutique I've never heard of. The boots are SO STIFF and uncomfortable, and I cannot even put my feet in.

So I shipped back everything including the box, the wrapping paper, the envelope with all papers/receipt in it and only tried on the shoes for 5 min in my bedroom because they are too small for me.

They falsely accused me of returning a package in a "bad condition" just so I HAVE TO KEEP IT. I have never been this wronged and framed in my entire life. I cannot believe the injustice I'm receiving and they are not willing to provide any proof or details. Just a generic returns policy and "we cannot accept it".

After reading the reviews below, I'm come to realize that 1) how does Farfetch make sure these are REAL from RANDOM BOUTIQUES? 2) This is a SYSTEMATIC SCAM where they sell fakes to you at real price, and make you keep the items.

HORRIFYING.

FREE SHIPPING SCAM: this is straight forward, NOT FREE.

I am a HUGE online shopper and I have to say, while I loved the concept of Farfetch, Farfetch have a LOT of tweaking to do to enhance their customer experience and support. I have never had such a negative experience with an online retailer. Basically everything that could go wrong went wrong. Here is my experience in a nutshell on my past 2 orders (for 4 items in total):

1- They cancelled 1 order due to a price error listed on the website. I don't understand how that is my problem as they should honor the pricing listed but regardless, they offered me a 20% discount code on my next order so I was somewhat satisfied.

2- Used (or tried to use) my 20% discount code but it was invalid. Asked for a new one and they provided it but changed the terms of the code excluding more than 10 brands and all sale items (all of which were included in the old code).

So now I'm thinking these people are shady...

3 - Used my code to buy sunglasses only to have my order cancelled AGAIN 2 weeks later apparently due to a lost shipment on their side.

4 - My 3rd item was returned over 2 weeks ago and I am still waiting for a refund. I called to find out what was going on and the impression I got is they are very unorganized and have no idea whats going on. Which at this point, I've lost all confidence in Farfetch and I'm worried I will never receive my refund.

5 - My 4th item was delivered without any issue.

So basically of the 4 items I ordered, only 1 had no issues. That is a 25% success rate. Not a way to run a business.

European boutiques using Farfetch seem to hide behind the website and as Farfetch do not really deal directly with the customer, they will hide behind the wall and not provide any sort of service if there is an issue.
More often than not, the items sent out are damaged or soiled or have defects of some kind.
Even if they admit the defect was known at time of shipping, they will not refund your shipping if you return the item.
Neither the boutique or Farfetch will take responsibility.
If im interfacing with Farfetch, i expect something from Farfetch, as they are the representative. They will not provide a direct contact with the boutique yet will happily use the 'its not our fault, its the boutique's fault' line.

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Update here in response to Farfetch contact below (as there seems to be no way to respond):
Oh please
Stop posting you canned responses to every bad review you get.
I only posted the review HAVING ALREADY contacted your representatives.
You cannot judge a company when things go well, you can only judge them on how well they handle the case if there is an issue.

I do not see why i have to pay for original outbound shipping if the boutique had already admitted to the knowing of the defect but had decided to send the item anyway.
If the boutique and you both refuse to refund on shipping as this is through no fault of my own, then this is how i judge you.

If I could give Farfetch zero stars I would.

I purchased a Moncler coat from them at a cost of a thousand pounds which I had previously set up an email alert for, and also rang them many times.

When the coat arrived, it was taken (by UPS) to a random shop miles away from my home, and the card that was put through the door didn't have the correct address on. It took me another week to track down where the coat actually was.

When I opened it, I was horrified to discover that the Moncler belt was scratched and damaged, and truly looked as though it had been warn. The protective plastic covering was gone and it really resembled a second hand coat.

I contacted Farfetch, who took four days to reply to me, offering their apologies and... a free delivery code for my next purchase. I replied telling them whilst that was very kind (!), I would prefer a refund of my postage for what appeared to be a second hand, and was definitely a damaged, item. Farfetch obliged.

I returned the coat and within two days, it was back up for sale on their website. BUT. I still didn't have my refund.

I contacted them explaining that they are basically selling my coat - they still have my money for it, yet they're advertising it for sale?

I was told it isn't necessarily the same one, even though when I purchased it, I was told it was the last one in the system and they weren't getting any more in and that my refund would be processed in 14 WORKING DAYS.

I know some people have had a very positive experience with Farfetch, but personally, they have brought me nothing other than stress and hassle for what appeared to be a second hand coat. A coat they are now selling once again as brand new and undamaged, at full cost.

I wouldn't buy another thing from them.

I purchased a Gucci handbag on Farfetch.com, and having paid quite a lot of money for this, I had the expectation that my order (which was coming from their partner store Browns UK) would arrive to me in pristine condition with its original Gucci box, Swing Tag and Authenticity cards I. E the original Gucci packaging belonging to my handbag.

This did not happen, I received my handbag, which was wrapped in 2 plain dustbags and a Gucci silk dustbag in an unmarked cardboard box, without it's Gucci Box, Swing Tags and Authenticity cards.

I have phoned Farfetch three times, and after being told that Browns located the original Gucci Box, and would send both the box, and authenticity/ swing tags I was then told that the box was lost and the one that Browns located wouldn't fit my handbag. I asked for the swing tags and authenticity cards to still be sent to me, and Farfetch arrived today, only to be a swing tag with buttons belonging to Gucci tiger print tie neck blouse.

This clarifies that my handbag, which was full price had either been used, or was obviously either returned, (but how it was accepted as a return without it's original packaging is beyond me(. If it was a display item, the tags should have still been tucked within the interior of the handbag.

Farfetch have provided the lowest level of service and not a very luxury experience at all in purchasing this designer piece. They are dishonest, and I will never be shopping with Farfetch again. I strongly recommend buyers steer clear of them if wanting to purchase new luxury designer pieces.

I purchased an outrageously expensive coat on sale which was still very expensive with the sale price which came from a boutique in Italy. It arrived promptly as per my previous orders with farfetch.
Then I opened the box and the coat was just thrown in the box with torn plastic covering it, I tried it on and noticed that the tags were not hanging from the collar of the garment but were placed already 'cut off' into the pockets, then I noticed what appeared to be hardened stains on the collar, shoulder and back of the garment I became really concerned. The garment was too big for me anyway so in any event I had to return it. I immediately without delay commenced the return procedure that's when the nightmare began. I had used farfetch previously and would have definitely recommended them but trust me when anything goes wrong - YOU'RE ON YOUR OWN Farfetch will not assist at all. The garment was immediately returned and the boutique and farfetch accused me of wearing, soiling and damaging the garment. I hadn't had the garment in my possession long enough to wear the damn thing as I returned it ASAP and it was too big for me anyway. The boutique and farfetch wanted to keep the garment and keep my money! YES, I REPEAT THEY WANTED TO KEEP THE GARMENT AND KEEP MY MONEY!
Thank God for PayPal as I commenced a dispute and then Farfetch and the boutique would not confirm that they had the garment in their possession or that the garment had been returned. Which delayed the money being returned to me, they did not respond to any of PayPal's correspondence.
Ii was an absolute nightmare, I had to contact the courier company and they confirmed that the parcel had indeed been returned.
HORRIBLE, HORRIBLE I WOULD STAY WELL AWAY FROM FARFETCH! Try the large department stores as they deliver internationally.

On June 16th, I have placed an order, number M3VP, "Dolce and Gabbana" pumps size 38. I have also placed a request to notify me once size 37 (which is my TTS) is back in stock.
On June 30th, after the shoes were delivered, I have received a notification to my mail that my "item is back in stock", which is the size 37.
On July 2nd, I have placed the order for the 37 pair, number UP4W. I have payed for the item, received a confirmation from Farfetch and from PayPal for my payment. I have also booked a return collection for the 38 one, to be more than 24 hours later. Hoping that in case the order is not processed I will be notified shortly and will cancel the return and stay with the 38 size.
5 days after placing the order and after sending emails asking for an update on the status of my order, I was notified that my item was not in stock and order was cancelled. The representative at the call center explained that the web store merchandise is also sold at the boutiques and that this item was probably sold at the boutique before complying to my order.
The representative response to this was that I would get 10 pounds discount on my next order- which is a complete disregard of my intelligence as your customer! Bought shoes which did not receive for 400$, and Farfetch offer me 10 pounds for my next purchase.
Also no one got back to me after repeate calling and sending emails

I ordered a necklace from far fetch for my eighteenth birthday. It was crocheted metal (not even gold or silver, just METAL), and $650. It came two weeks before my birthday, so I tried it on to make sure I liked it then put it back in the box until the big day. My brithday came and went, and after wearing it just two times I noticed it started to loosen/come undone. When I contacted the store asking for a refund and a phone number, Farfetch didn't reply for a week, then said that since it had been past the two weeks they couldn't help me, and that it was the nature of the item to change and shift, But they could send it back to the designer and then MAYBE repair it, This seemed crazy to me, it was obviously a lot different than pictured, and I haden't abused it in any way. Plus, I didn't want to pay $80 for shipping to and from Canada just for a solution that probably won't amount to anything? (I had contacted the desinger and they said it was normal for the necklace to change, too, making me think that they wouldn't fix it). What I want to know is why they didn't put that in the item description, I definitely wouldn't have bought it had I known it would end up looking so different form the picture. On top of this, I asked several more times for a phone number, and got nothing. I'm really disapointed with this experience, and I wish I could feel comfortable ordering from this site again because they carry really hard to find designers, but it's just not worth it.

STAY AWAY FROM FARFETCH AT ALL COSTS! Nightmare is how I describe my experience with them. I paid $1350 for a BRAND NEW Valentino Rockstud bag and receive a USED bag (clasp and plate completely covered in scratches from top to bottom, left to right as if someone opened the bag 1000 times, scratches in the leather, lint/glitter inside the bag and tags not attached.
Gente Roma offers me an insulting $66 off. Farfetch send me a $1350 used bag instead of a new one to a 1st time buyer and this is what you insult me with?

FARFETCH has done absolutely NOTHING to remedy the situation, other than contact Gente Roma and see if they insult me some more with probably $5 more off lol
It's been almost a week and no resotion at all. I have a feeling Farfetch is trying to run the clock on me, so if try to return the bag it in a few days, it will be too late.

After all the HORROR stories I've read about Farfetch (Google their reviews and you will see)
I'm glad I took a video of me opening the package, otherwise I'm sure they would refuse a refund because they would accuse me of using the bag and then returning it. If I'm lucky enough to get any of my money back, instead of being stuck with a used old bag, it will take ONE MONTH TO GET A REFUND from these blodsuckers!

I suggest if you're brave enough to still order from them, you cover your yourself and do the same. Take a video of opening the box. Not that that means anything anyways. They'll probably insult you with a mediocre discount at best.

I placed my order on 10/16/2014, and received a dress that did not fit. Every store offer easy return process, thought Farfetch.com is the same, but I was dead wrong!
Farfetch received my return item on Oct 27 and was supposed to received a refund right away. As of today, 2/27/2015, I still have not received my money back? Which company takes 4 MONTHS to NOT ISSUE A REFUND FOR A RETURN ITEM? Please read other reviews on other websites, they make things up about the return being not in the same condition. In my case, the dress I return suddenly now has a stain? I tried the dress on for less than 30 seconds, then put it back in the box. They use this same tactic to refuse to refund and drag the process on and on until you never see your money again? Now they have the dress and my money, I filed a credit card dispute, and they responded to my credit card company that they have already issued the refund but to some credit card number that I do not own. I contacted their customer service and asked them where they got that credit card number that wasn't even mine. Then I was told in order to refund my money, I need to first close the dispute. I own a business and I know that even if there is a dispute, you can simply just issue a refund without any problem. I contacted my credit card company again and they let me know the same thing. Yes, they can issue a refund at anytime during a dispute. If Farfetch ask you to close any dispute before they can issue you the refund, please DO NOT trust them. Clearly that Farfetch is lying to my credit card company and I. At this point, I lost $1000 for nothing but frustration.
Please let the "World" know that this company constantly SCAMS their customers! That's how they earn their money. Stay Away from Farfetch please, don't become the next victim!

As the reviewer below me stated, this company practices "dynamic pricing," which means they'll raise the price on you for no reason because Farfetch think you'll be willing to pay more for an item or they can get someone else to pay more. It's sneaky and unethical when they use your browsing info such as cookies, your zip code, even your operating system to increase prices because they think they can squeeze more money out of you.

I saved a fendi bag charm in my cart earlier this week at an amazing price. I was too busy to get on a computer and check out and am not a fan of paying with things on my cell. Now, I wish I did. The next day I went to my cart to check out and the price had gone up $100 for no reason. There was no sale going on when I originally saw the item nor any indication that the price I saw was for a limited time only. I've been checking on the item throughout the week and now it has gone up $500 from the time I put it in my cart. Ridiculous!

Wish I had taken a screenshot or taken a picture so I could've tried price matching with someone else.

Take your hard earned dollars elsewhere people! They will take any information they can get about you or any one else on their site and use it against you. Why should I have to pay more just because they think I can? I'm sure even if I had placed my order they would've cancelled it and given me a bs excuse like the person below me. Don't waste your time here!

Recommended farfetch in November with an idea of a Christmas gift Id like to receive. Christmas came and I didnt get the purse Id suggested. Ive had positive experiences with the site over a few years and shop online frequently. Never expected my recommendation would end in an ongoing headache, and someone having to spend more than 2-3 hours trying to resolve (by someone that doesnt shop online much).

December 28, found out the purse Id suggested had been ordered on November 21 (Order no: 4HRMRR) but after it was charged the order never progressed. Farfetch called about this and then sent an email, customer service was contacted and not able to answer any questions other than having to check with someone else. At this time it was requested the order be cancelled and a refund issued. (If you shop online a lot you would have been chasing this but you shouldnt be charged for something and not get a question for over 30 days). Great for farfetch to hold your money for an extended period of time

Silence until January 9, when an email was received advising the purse was sourced from another location and would be sent soon. Another phone call to customer service and was given an indication the order was cancelled. Why didnt the request to cancel in December result in action?

Email on January 11 that a refund had been processed.

Surprise! Purse is delivered on January 14. Refund issued was only 4.50 (according to credit card transaction) of the 391.12USD purchase price. At farfetch.com not able to transact anything online or follow the return instructions with a cancelled order/new order being transacted by farfetch and only seeing an in progress status on the old order; no way to work through other than trying customer service again.

Its not that any individual from customer service was unpleasant but rather the requests made were never followed. There has been no acknowledgment of the failures and inconveniences and to get the purse over 30+ days after ordering is ridiculous when a normal delivery is < 5 days. Clearly processes are BROKEN. The easiest thing would be to keep the purse but it would be a constant reminder of the hassle.

Still to work through how to get a return started. Can only imagine the refund will be long in coming and this whole experience will prevent me from thinking of using farfetch in the near future. Guess farfetch.com isnt for the casual shopper and am disappointed I recommended something that has sucked up free time with no quick end in sight.

I have had the same bad customer experience as most of you and yes, wish I'd read the reviews before.

I am massively frustrated that I have effectively had to hand over £70 to UK Revenue & customs just because I was taking a punt on a $230 dress that might suit me for a wedding (it arrived and was see-through - not part of the description, and therefore returned 'free' but with me £70 down).

For customers - use this site if there is something you KNOW you won't want to return and are willing to pay hidden costs such as import tax on to get it.

For Mr FarFetch as a young company wanting to improve:
- please can you make it MUCH clearer to customer the exact duty Farfetch will be required to pay at checkout - not doing so is totally misleading from my experience of being a customer.
- please can you give as much detail as possible regarding the product, and hold the boutique accountable for this (as per ebay)
- please can you be clearer about your role - effectively as an aggregator it seems at the moment. You say on the website orders will come from different boutiques but it was not clear to me that after this point the consumer would be stuck not knowing if you or the boutique or neither would take responsibility/be the contact. Your 5 day return policy does not give much time to sort this out if it involves government import/export.

I e-mailed my frustrations to your contact but there was no comment on the above, but general apologies and confirmation I had been refunded on the 2 dresses I ordered and sent back through your free refund policy. This riles me still as it cost me £70 to receive them.

I bought an expensive purse... My bad! Apparently it came from a 3rd party through Farfetched. When I received the purse it was not in a beautiful box nor did it have tags on it. To my knowledge it could have been counterfeit. I was not impressed with quality so I returned the handbag just as I received it. Here is the thread of email's that I received...
Thanks for contacting FARFETCH.
There's a problem with your return...
Your return for the GIVENCHY small ID top-handle bag has reached our partner. Farfetch have confirmed that your item was returned to them in a different condition from when it was originally sent to you. Unfortunately, it doesn't meet the requirements of our returns policy. We've attached a picture to this email — can you please confirm what happened?
Our partner mentioned that the item is stained, with no tags or security seal.
Once you've responded to us, we'll be happy to help with a solution.
If you need anything else, please feel free to get in touch.
Kind Regards,
My response...
I am glad that you bring this up. I noticed upon its arrival that it was not in a soft bag like many of the other pieces I have purchased in the past, and there were not any tags or seals when I opened the box.

As far as the stains or scratches or whatever that is, I can only say that they must have been there when I received it or it happened in transit due to the lack of proper soft bag or packing materials.

I literally opened the box, pulled out the bag, decided it was not what I wanted, and packaged it back up. This all happened while I was sitting on my couch and there was no staining or scratches that could have been a result of anything that I did during the 3 or 4 minutes that I had the bag out in the open.

Please let your return department know that I did not send the piece back to you in any worse condition than what I found when I opened it.

I would not under any circumstances try to return a bag that I had damaged, and I am actually offended by the suggestion. This damage was noted now, over a month after it was returned, and this feels suspicious to me.

Please expedite my refund for this purchase. The return was completed in September.

Farfetch response...
Thanks for waiting while we worked on your case.

Sorry, our partner can't accept your return
Since it doesn't comply with our Returns Policy, your item will have to be sent back to you.

You'll be able to track the new shipment here.

Thanks for your understanding.

I sent a return of some jewelry worth $350 to a UK merchant and it somehow arrived without anything in the box (so the merchant says). I've had strange things happen with returns a couple of times before, like a random product being returned that was not what I sent for example, and have always been refunded anyway. Not with Farfetch! Farfetch "investigated" my case, asked me for "evidence" that I shipped the product in the package (what would that even be?), and eventually told me that their investigation concluded and they would not refund me. My best guess is that DHL stole the product - it was jewelry so very lightweight and the driver knew what it was per Farfetch's own policy of checking that the product is in the package with DHL. Farfetch is the one with the DHL contract and the one responsible for the product between transit, so you'd think they would take responsibility for the loss. No. Additionally, since Farfetch is the actual account owner with DHL only they can open a claim, I can not, and they have refused to do so. Their customer service team has only stonewalled me, refusing to answer basic questions or provide any sort of detail whatsoever. I've filed a dispute with my credit card company which will hopefully go through. If not I'll file with the BBB and likely have to eat the $350 loss. I was beyond shocked by Farfetch's customer service, especially towards a prior customer, and will never shop with Farfetch again. I'd be wary if you are ordering anything that you might need to return. Even if you have the DHL driver "check" your package like Farfetch instructs you to, that apparently provides no evidence that you actually sent the product. If the DHL driver or the merchant is unscrupulous, as far as Farfetch is concerned you are SOL.

****UPDATE TO REVIEW BELOW*****

Once I received my lovely shoes Farfetch were the wrong shoes! I had to photograph them for customer service, send them back to Europe and through this whole process not get my money back until it was approved. All an all 3 weeks of trouble, waste of time until I finally got my refund. _Oringinal review:_____________________________________________

Oh where to start. The following is my first time experience with Farfetch (the name suits them). First I started noticing that 95% of items say its the last one so buy fast (even though when you finish purchasing your item still says last one left. Very shady marketing tactics. Then, each page of the site promotes 10% off on your first order, which of course, again, something untrue. When my YSL Opyum $990 shoes didnt qualify for this very marketed hook they have to reel you in, I tried with 3 other pairs. NONE qualified.
Yes, bait and switch.
But wait, it gets worse. So three days after my purchae I get 2 emails, one stating they could not verify my payment! Total BS. My credit card was charged and platinum Amex cards are not rejected, if there is a large purchase (which that is not) they call you to confirm, but again, the payment went thru. The second email was stating they reimbursed me for my shoes. So if they couldnt verify payment how could they refund me? I have had that card 18 years and had never heard such BS.
This is the WORSE marketing tactic to lure you in and they are just plane shady.
They have bogus inventory, all to lure you.

Do not buy from them, Any other competitor they have has better service.