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    Farfetch

2021 CUSTOMER CHOICE AWARD

Ratings On Other Platforms

Trustpilot
3.7 / 5
Better Business Bureau
1.1 / 5
Reviews.io
1.7 / 5
Corporate Values

Overview

Farfetch has a consumer rating of 3.15 stars from 1,575 reviews indicating that most customers are generally satisfied with their purchases. Consumers satisfied with Farfetch most frequently mention fast delivery, shopping experience and perfect condition.Farfetch ranks 1st among Designer Clothes sites.

  • Service
    218
  • Value
    211
  • Shipping
    213
  • Returns
    157
  • Quality
    194

This company does not typically respond to reviews

Positive reviews (last 12 months): 39.2%
Positive
69
Neutral
7
Negative
100
View ratings trends
287
See all photos

What reviewers want you to know

Positive highlights

  • I'd like also to appreciate the customer services team.
  • I'm a huge fan of Farfetched, but in the last 3 weeks, somehow my online shopping experience has been very glitchy.
  • 2021 Customer Choice Winner

Critical highlights

  • Had to return fake 600USD hoodie, they still haven't refunded me, its a scam, my credit card said they will refund.
  • They never got back to me and no phone number to call.
  • However, they withdraw my money from my bank account within few seconds and cancelled the order after 48 hours.
How would you rate Farfetch?
Top Positive Review

“Anessa Bsc.Pharm.”

Anessa B.
1/19/21

Im absolutely satisfied ordering via Farfetch. They provide excellent range of best brands, great range of good quality products and perfect Customer Service support. Also they are perfect in packaging, fast shipping, easy returns and refunds in short period of time. Alsom I highly appreciate that when some article Im interested in come back on stock again, in size that fits me - they send the note to be able to make an order.

See positive reviews
Top Critical Review

“Farfetch and their partners ANTONIOLI and DHL”

Emir M.
2/19/20

Hi, I recently had a problem when the package which supposed to be returned from me, actually included some of unknown pair of shoes (photo attached). What should I do? Who to blame? I wonder who replaced those shoes - courier DHL or Farfetch partner Antonioli? Too many parties involved and no one accepts liability. It seems that they don't have any surveillance and do not monitor parcels. What to do?

See critical reviews

Reviews (1,575)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (272) credit card (58) shopping experience (41) phone number (19) bank account (10) order number (11)
emirm21
1 review
30 helpful votes
February 19th, 2020

Hi, I recently had a problem when the package which supposed to be returned from me, actually included some of unknown pair of shoes (photo attached).
What should I do? Who to blame?
I wonder who replaced those shoes - courier DHL or Farfetch partner Antonioli?

Too many parties involved and no one accepts liability.
It seems that they don't have any surveillance and do not monitor parcels. What to do?

medak1
1 review
17 helpful votes
May 3rd, 2021

I purchased a designer item, and within 24 hours the price dropped. Far fetch refused to honor the price drop or make any attempts to correct it. They told me their prices are allowed to fluctuate and there is nothing we can do. There is no price security and they do shady business. I would never order again. The advantage to buying designer, is that their prices stay relatively the same - but not with farfetch. Terrible service, to the point this must be illegal.

Service
Value
Shipping
Returns
Quality
sallyr244
1 review
21 helpful votes
June 22nd, 2021

I ordered a pair of Stella McCartney shoes. When the parcel arrived late, there were no shoes in it but two pairs of jeans. I sent them straight back. Farfetch say they have investigated and see no error in the transport of the parcel which was by DHL. They say they will not give me a refund (€395 plus €10 shipping) and are going to send the jeans - which I never ordered and don't want - back to me. Customer Service are useless - the worst I have come across.

anessab2
1 review
2 helpful votes
January 19th, 2021

Im absolutely satisfied ordering via Farfetch. They provide excellent range of best brands, great range of good quality products and perfect Customer Service support. Also they are perfect in packaging, fast shipping, easy returns and refunds in short period of time. Alsom I highly appreciate that when some article Im interested in come back on stock again, in size that fits me - they send the note to be able to make an order.

Tip for consumers:
Worth of money spent while working with them

Products used:
boots, sandals, tops, sneakers etc

Service
Value
Shipping
Returns
Quality
xiongweip
1 review
4 helpful votes
December 5th, 2021

Service standard is getting worse. I ordered a goods via Farfetch during the single days event. The good was lost by the Singapore courier ie DHL. It took them almost one month to investigate and update has been very sporadic unless I chased them. I will not have known their good is missing until I call the courier when they miss the delivery date. No honesty and integrity. This is so disappointing in regards to their refund policy. The shirt was meant to be Xmas present for my dad.

Tip for consumers:
The refund policy is so rigid and lack the personal touch.

Products used:
Polo T-shirt

Service
Value
Shipping
Returns
vianab2
1 review
1 helpful vote
March 5th, 2022

Farfetch does have great and beautiful selection of products from different brands. They also have great customer service, however, they are extremely overpriced in comparison to other online retailers. For example, right now they're offering 20 percent off some items. But, when I compared it to another store, the price was at least 20 percent higher. So, in essence, it's not really a sale if it's overpriced to begin with.

jaynec77
1 review
0 helpful votes
September 24th, 2020

Two days from order to delivery- UK to Singapore!

Beautiful subtle colour silver belt with a slight crackle effect to the leather. I've been looking for a good quality wide silver belt for some time, delighted with this one and well worth the investment

Size medium was ample for my 31 inch waist-nice width, with approx 3 holes spare

Super Easy checkout process

Excellent communication from FARFETCH and up to date tracking

karlag158
1 review
6 helpful votes
November 17th, 2021
Verified purchase

I have been an early and loyal Farfetch customer since 2014 and have bought the majority of my clothes & shoes through them.
I recently made a purchase that was not delivered to me.
Fedex claims they delivered the product to my door and I signed for it. This is false and has never happened in my 20 yrs of ordering online. Farfetch is refusing to refund me for the package which was not delivered by their selected courier, despite my track record and historical spend.
This is NOT a business that can be trusted.

Tip for consumers:
Caution before you purchase.
I have been a loyal customer for 7 years and have recently submitted a claim for a product they shipped but was not delivered. Farfetch refuses to reimburse me.
If they ship your product and it does not arrive to you they will not refund you for the product not delivered.
Customer service and ethics are completely unacceptable.

Products used:
Shoes, clothes, accessories

ghadaha8
1 review
7 helpful votes
June 29th, 2021
Verified purchase

My my experience with the shipping company was poor, they lack and responsibility, they refused to deliver it to me at home and told me to meet up somewhere closer to the driver. I paid a lot of money for the heels The least thing I expect is having a professional shipping company to deliver it to me at my home. I don't need to keep on calling the shipping company so they allow it to happen rather than doing the job correctly. I am not pleased with my experience.

Service
Value
Shipping
Quality
ellieb133
4 reviews
0 helpful votes
September 13th, 2021

I use Farfetch because it's where I can buy the best quality products and all of my favorite brands in one place. It offers great deals and there are always items on sale from the world known brands for half a price. My recent purchase was Marc Jacobs Boho Grind Mini Bag with a 40% discount, which means a lot for Mark Jacobs! I wanted to buy this bag for a long time and was pleasantly surprised to see a way cheaper option. Delivery was super fast as well! Highly recommend :)

Products used:
Marc Jacobs Boho Grind Mini Bag

Service
Value
Shipping
Returns
Quality
andrewz317
1 review
15 helpful votes
June 5th, 2021

Within seconds of confirming my order I got another email cancelling my order due to some dubious verification requirements. I used my AmEx card. Either the credit card is accepted or rejected, what verification requirements are they talking about? Meanwhile I see a $1250 order pending on my AmEx account while Farfetch says it will take up to 14 days for a refund. This company strikes me as a scam. Stay away.

Tip for consumers:
Do not use this sight. Looks high end but it's a scam.

Products used:
none

Service
veri
1 review
7 helpful votes
September 9th, 2021
Verified purchase

I bought shoes which come damaged. More than 20 days customer support had not help me. Most of time they just didnt answer to my emails.

At the end they send a courier to me to return the shoes and receive my money - of course for that luxury I had to pay the shipping cost, VAT etc for the first shipping.

Never never again!

Absolutely bul$#*!!

There are a lot of better sites in EU - with an original items and perfect customer support.

Service
Shipping
Returns
Quality
heshamd2
1 review
12 helpful votes
March 1st, 2021

I'm really upset and angry that they will not refund me £355. My parcel was signed by someone I don't know. They refused to refund even through the tracking clearly states some random man's name. Eventually had to make a chargeback claim with my bank and was successful. Stay away from this company they even get people to write good reviews.

Products used:
Purse

thanht34
1 review
13 helpful votes
May 18th, 2021
Verified purchase

There are 2 items I never received but Farfetch said they already delivery. No refund. Don't buy from them or you will have the same problem like me in the future.

Value
ilyas26
1 review
2 helpful votes
January 25th, 2021

Good website - quick delivery of the goods, but then it comes to returns - it's not smooth at all. Website show error. By email - you will receive answer in few days and it will not solve your problem. So your way is to consider time zone - call them and wait for 10 minutes to do actual return.

It's not a great service, but not a scam after all.

Tip for consumers:
Always call. Email support not reliable.

Products used:
Shoes

Service
Value
Shipping
Returns
Quality
wendyl507
1 review
5 helpful votes
October 13th, 2021

I have ordered a pair of $400 sandals for a trip and the elastic band inside the straps became broken while sitting in the box with no evidence of external cut or damage. Farfetch refused to admit this is a defective product because the brand/boutique refused to give a refund. As a retailer and online platform, they do not bear any responsibilities at all for the products they sell and are completely ridiculous when it comes to refund/customer services for defective products. I will NEVER ever buy from them again.

jeane140
1 review
7 helpful votes
March 5th, 2021

This usually satisfied farfetch customer was highly disappointed by the last delivery, a very expensive prada re-nylon skirt which arrived totally carelessly packaged and was completely creased upon unpacking. Given the unique re-nylon material, it is not clear if the deep wrinkles will ever disappear. Quite astonishing for a luxury retailer and absolutely not expected. Extremely disrespectful to both the customer and the product.

Tip for consumers:
always check where the item is shipped from and by whom

Products used:
all of the garments i ordered

Service
Value
Shipping
Quality
weidongl1
1 review
9 helpful votes
December 9th, 2020

Bought something during black Friday for 500 thought that I got good deal, one week later they doing the season sale and now it is 400. I asked for price adjustment because same item same size, they just said they can't do anything. But I can return item and buy again. What a bad options. I am not going to do return and wait 2 week for my money and buy again to save 100 dollar. Make me feel stupid to shop here, less than a week price drop 100 and I have to suck it up.

candicem110
1 review
33 helpful votes
February 27th, 2020

Ordered Golden Goose over a month ago from Farfetch and still don't have my shoes. Come to find out my shoes were delivered to some random address in Spain and I live in California! I keep getting the runaround from them without a resolution in sight! Their excuse is they're working with their courier (DHL) to solve the problem. They made the mistake not DHL. Beyond frustrating to deal with! I don't understand why they penalize paying customers for their mistake. Get your act together, Farfetch!

shakiras13
1 review
9 helpful votes
September 20th, 2020

I recently ordered my friend a gift from this company, and didn't open it because I didn't want to destroy the packaging. My friend opened up the presence and turns out I received the COMPLETE wrong item. Embarrassed me and ruined my birthday present to them. Like a normal person would do I called farfetch to discuss how we can fix this, as the item I received has not even been touched. They said no refund, no exchange and no to fixing the problem because the 2 week window has closed. Never ordering from this place again. Thanks for wasting my money!

devald
1 review
13 helpful votes
January 28th, 2021

I ordered stuff worth 2 grands and the order was marked delivered but not delivered. Their company policy on the website says this in the screenshot attached about no sign delivery and they said I requested for No sign delivery. How does this makes sense? Now thy keep juggling me between DHL and themselves. One asks me to contact the other and vice versa. This has drained all my energy and I am just shattered and frustrated. This is my order number 5S7EMD. Please help me, please!

Tip for consumers:
Please please think more than 100 times before using this website.

Products used:
Shoes and a hoodie

Service
Value
Shipping
Returns
Quality
revianaa
1 review
4 helpful votes
April 22nd, 2020

Why i gave 5 star... because the they send the item its very fast even with pandemic that we facing, but its my fault i dint check the size i mean the length and wide of the card holder... its quite bigger the measurement 12cm (L) 9cm(w) so if want to purchase make sure all the measurement that what u want is correct, its troublesome to return something on online... but so far im quite happy with the product... and its really original from the store...

heatherh928
1 review
10 helpful votes
March 15th, 2021

Purchased a YSL jacket and it was too big. I ordered a smaller size from another vendor due to Farfetch not having it. I returned the jacket to Farfetch and to much of my surprise, they said it was damaged and sent it back to me and refuse to address the issue or refund my money. I order high-end clothes from Saks, My Theresa, Net-A-Porter, etc., etc., and have NEVER been accused of damaging a product. BUYER BEWARE.

Service
Value
Shipping
Returns
Quality
jeffa291
1 review
40 helpful votes
March 9th, 2020

Just got a ferragamo belt from Farfetch.com and first off the delivery was quick and I didn't get charge with a crazy shipping fee. But outta curiosity I started to do my own research on these particular belts and found some discrepancies with mine. First off I have no serial number on mine and it didn't come with a card of authenticity. So be caution when shopping on this website

mv169
1 review
0 helpful votes
January 27th, 2022

The bag was lost, it didn't reach me in time, because it arrived a week later. I tried to talk to the supervisor, who did not give me any solution. I asked if it was lost, they sent me another one or refunded my money, and they said no, without offering me a solution until the order was found. I will definitely not buy from this company again, after not giving me a solution when they lost my order. I have not been able to give it away in time.

Service
Value
Shipping
Returns
Quality

Q&A (88)

Answer:

In my experience, as far as genuine items go, yes. My recommendation to you is, research the store you're buying from, because your experience can be 0 or 5 stars depending who you're buying from. I bought a new Valentino bag and received an used one from a store called Gente Roma. Farfetch did nothing other than contact the store and politely reply back to me that there was nothing they could do about it! They made the sale, they're making money off me, off course they should have done something. Nope. I could return the bag, which was an option regardless. Gente Roma was so disonest about the condition of the bag, I was afraid they would blame me for sending back a used bag and only give me a patial refund. I felt my safest option was to keep the bag. On the other hand, when I bought a pair of Valentino shoes from Exelsior Milano my experience was flawless. From the fast shipping, to the packaging to shoes that had never been opened. Moral to the story: if Farfetch doesn't have to get involved, you're golden. If not, don't bother with them. Call the Pope or your credit card and dispute your charges instead. You'll have a better chance of getting something.

By Lila T.
See more answers (6)
Answer:

Maybe there is a 24 hour time frame to cancel your order after you made it but if that 24 hours frame has passed I'd try calling them. Their customer service can be helpful

By michaela c.
See more answers (3)
Answer:

Hello She, thank you for writing. Our Refer-a-Friend program reward alternates between 10% discount and a 50 USD gift code. The rewards are chosen at random. For full details on our Refer-a-Friend program, please consult http://www.farfetch.com/refer-a-friend. Warm Regards, Farfetch

By Farfetch c., Customer Outreach
See more answers (4)
Answer:

Hello Gabriella, Thank you for reaching out with this important question. We are so sorry if you are finding that our pricing structure is not clear. Farfetch is a marketplace web site with a global network of over 400 independent boutiques. Products are sometimes available in multiple locations. When an item is sourced from multiple boutiques, the Farfetch catalog will always present the lowest price for a specified size. While we urge them to price competitively, the ultimate choice lies with our partner boutiques. Therefore, you may see variations as you click into size information for each product. Furthermore, prices will vary for different regions of the world. Please ensure that you have selected the appropriate country for your delivery address. You will see a small flag in the upper right corner. Clicking on this will allow you to select your country. We do hope that this information is helpful. Please feel free to contact us directly on +213-550-3798 or +44 (0) 20 3510 0670. We are reachable 7 days a week. If there is anything that we can assist you with, or if you have any further questions, please dont hesitate to get in touch. Warm Regards, Farfetch

By Farfetch c., Customer Outreach
Answer:

Sorry I would not know. I am a man and shop almost exclusively Alexander McQueen. I have never had any issues with authenticity, or damaged/used goods. An interesting story though. On Black Friday weekend I purchased a Fendi briefcase at 50% off and then another 15% off with shipping at $20 CAN. They have since put the bag up to full price with the boutique that carries it, Fendi usually does not discount their permanent collection, so I got a bargain!

By Adam S.
See more answers (3)
Answer:

I am wondering how did you cancel your order. I called the customer service twice in order to cancel my order and then I received an email said that they have began the cancellation process. Now it has been almost 4 hours, the order status still shows "processing"... Should I call them again?

By Cassie C.
See more answers (3)
Answer:

Hello Siyanda, Thank you so much for your question. Delivery speed will vary depending on where your order is shipped from. However, most Farfetch orders are shipped to South Africa with DHL Express which estimates delivery within 3-7 business days after collection. Regarding authenticity, all of Farfetch's partners are authorized sellers of the luxury merchandise on our website. Every partner receives merchandise directly from the manufacturers, so all items on our website are completely authentic. If you are not satisfied with your purchase for any reason, please remember that Farfetch offers free returns on all orders. If you have more questions, please contact our customer service team by sending an email to customerservice@farfetch.com. You may also speak to our customer service team by calling +1 (213) 375-0858 or +44 (0) 20 3750 1250. Warm Regards, Farfetch

By Farfetch c., Customer Outreach
See more answers (2)
Question:

Are they scammers

Answer:

Rip off, do not buy from this site. They do not refund for faulty goods.

By Audrey H.
See more answers (2)
Answer:

Hello Hassan, Thank you for taking your time to inquire about return. I am sorry that the item did not work out for you, and that you have had trouble in locating the return menu. After the order has been delivered, it may take a couple of hours until the status is updated on our system, and the return menu is activated in your account. I see that you have contacted our Customer Service department on this issue, and I am more than happy that we were able to assist you in initiating the return and scheduling a pickup. Again, I offer my sincere apologies for any inconvenience this experience has caused you. If you have any further queries, please do not hesitate to contact us at +213-550-3798 or +44 (0) 20 3510 0670. We are always delighted to help you. We are glad to have you as a happy Farfetch customer. Have a lovely day! Kind regards, Farfetch

By Farfetch c., Customer Outreach
See more answers (2)
Answer:

Hello Betty, Thank you for your interest in Farfetch and our stunning items. Farfetch represents hundreds of independently owned boutiques all over the world. When you place an order with our website, your ordered items are shipped directly from the boutiques. Please rest assured that each boutique we select must go through a very strict application process where we check where they source their product from, which brands, what customers they cater for and most of all the quality of the designs they stock. Each boutique is an official stockist of each brand they sell and prides themselves in catering for the luxury designer market. I can assure you that all the products we sell are genuine and can be traced back to the designer and/or manufacturer. In any case, we offer free returns if you are unhappy with the product. We hope you find this information useful and helps with your decision. In the meantime, please dont hesitate to contact us via email or phone if you need any further information or wish to place an order. Have a lovely day! Best regards,

By Farfetch c., Customer Outreach
See more answers (2)

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About the business

We have over 2,000 designers to choose from, all with fast delivery and an easy checkout. Designer clothes, shoes, bags & accessories from all over the world.

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farfetchc
Farfetch c.
Customer Outreach
Typically does not respond to reviews

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