After reading some bad reviews I was going to give FARFETCH a miss but they can't keep everyone happy and i put the order in anyway. I was expecting to wait 10-14 days, but less than a week later my shoes arrived from Italy.
Some of the boutiques might be to blame for the bad reviews, i'm not sure, but I'd definitely use Farfetch again.
I ordered a necklace which, upon arrival, looked like it was made in craft class by a ten year old for an eight year old! However, because I care for my 98 year old mother and a Basset Hound with all the allergies known to dogdom I missed their RIDICULOUS 5 day return! So- even though the industrial strength tag was still attached ( the tag was more substantial than the cheesy necklace) I'm stuck with the hideous little gimcrack.
Awful company, just made a purchase for two Moncler Hats costing over 200gbp.
I paid instantly, only for them to waist my time and say I must send in credit card details and a copy of my passport and ID. Sorry but am I buying a hat or planning to leave the country. I cancelled my order and will not be using this shoddi sight site again. If my money is not good enough there are tons of other boutiques who would be more than glad and respect the fact that I chose to shop with them out of all the thousands of retailers online. Avoid unless you dont mind getting interrogated like a third rate citizen
I have only used farfetch once and I think it may be the first and last time. Their postage to the UK is extortionate. I was charged £18 to post a VERY light small silk shirt via standard postage! Once it finally arrived, it was damaged and missing a button. This was the only shirt they had in stock and I had been after this particular item in my size for quite some time so I asked them if it was possible to compensate me instead of returning the item so I could get it repaired elsewhere. I was offered a refund on my postage (which they were currently offering for free so no real compensation) and a replacement button. (which I still have not received despite attempting to chase this up) They have selectively addressed the points I have raised and ignored others. All in all, I think good customer service is imperative and due to this being so poor I have been put off shopping with them again.
I have shopped with Farfetch many times and have always had an enjoyable experience.
I felt compelled to leave a review when I saw so many negative reviews about the company, I have never had a bad experience and would recommend them to everyone! Second to Net a Porter, it's my favourite service for speed and reliability, and choice!
Morgan Lee found this review useful
I had read plenty of bad reviews on Farfetch and I was a little concerned about buying from the site but after a through read through of the sites FAQ’s, shipping and returns sections I felt confident. I feel many of these negative reviews are coming from the buyers own misunderstanding and lack of online shopping.
Farfetch kept me information of the progress of my package and it arrived with in 5 days of my order. I love my shoes (Valentino Rockstuds) and would HIGHLY recommend Farfetch to all my friends but as a online shopping veteran I will give you a few tips: (these should be used when shopping online at ANY store)
1. ALWAYS pay with Paypal. It’s easy to sign up and verify your details. Your details are secure and your money is safe should the package not arrive or be a fake (Farfetch does NOT sell fakes, this is more for Ebay)
I had noticed a few comments had stated Farfetch had asked for a copy of ID or proof of credit cards – This is a normal practice, MyTheresa and MatchesFashion can do it also, if you pay via Paypal there is no need for this because your details are already verified during the paypal set-up process.
2. Get the package delivered to a place you know will be manned during working hours e.g. If you work full time, get the item delivered to your work (provided it’s safe to do so e.g. you have an office) because it’s couriered, they need someone to sign for delivery.
3. READ the FAQ’s, shipping and returns section before you buy, ALL the information you need it there.
Of course there will always be disgruntled customers and mistakes will happen but Farfetch is great.
Very disappointing customer service. I will not bother ordering another item ever, even though I've used them MANY times before. I might as well just contact the store directly as their customer service is useless.
I've ordered a jumper on 7 Aug, and have been to-ing and fro-ing since then to get my jumper. It is almost October now (almost 2 months) and it has not arrived. I asked for a straight answer but it's always the usual "Thank you for your response. Please accept our apologies for the confusion regarding this order. If you have any further questions, feel free to contact us."
The thing with farfetch is they always have someone to blame: 1. the company that "owns" the merchandise, or 2. the forwarding company. It's never their fault, even though you ordered the item from their website.
To Farfetch: If any problems arise, PICK UP THE PHONE AND GIVE YOUR PARTNERS A CALL. Your customers are not your partners' customers: they are YOURS! And there are plenty of other online companies out there so you better get your act straight. You've lost 1 loyal customer.
I ordered a blazer and two skirts from ff. somehow missed the Dhl pick up for the skirt. Contacted ff but was already outside the five day return by a day even though I had made the request just a day after I received the shipment. I ate the cost on the blazer and they said they'd credit the skirt. Then, I followed up and they said the boutique had said not returns. Asked about the credit and they seemed not to know anything about it. I have emailed them repeatedly, but am stuck with a $400 skirt that is too small and a 700 blazer that I don't particularly like. Try netaporter or yoox for better service on high end items.
I am very happy with the service offered by this company. I was trying to locate a particular clothing item that was totally sold out in London; located it in the US - price including taxes and delivery was only £10 more than the normal retail price here. Ordered it on the Thursday, was kept up-to-date with delivery times via DHL and it arrived today, Saturday, beautifully packaged and just what i wanted. 48 hours to my doorstep is amazing! For me, a 5 day window to return seems reasonable, especially as any returns are hassle free collections. I would definitely use them again.
Morgan Lee found this review useful
I shopped at this website twice..... and yes, the choice is great, but customer service.....
"Sorry, there is nothing we can do"- that's what you hear when you call for help. What a ridiculous 5 days return policy!!!! They sent me defective item and I ordered shoes; they are great and fit me well, but hill is apart from the left shoe, can you believe it? My fault was that when I got them, I looked only on right one, but still it is broken and it wasn't me who did the damage. When I called, I didn't even ask for all money return; I was just wondering if I go to shoe repair and fix the problem if they could reimburse that- they told me: "no way and it is too late to do anything about your order". I talked to couple people and even asked their manager, but it was a waist of time. I shop at a lot high end stores and I was never treated as bad as at Farfetch- where you can hear that manager talks to you, smiles and saying SORRY....... If you value your money and time, DON'T SHOP AT FARFETCH. There are plenty amazing online stores with European items and better service. For example, www.yoox.com- you would love it!!!!
DO NOT SHOP HERE!!! I was traveling and received my package today upon my return to work. I ordered shoes and they are far darker than pictured. I tried to return the item and bc it's 4 days past the ridiculous 5 day return period they will not allow me to return the item. This is my first experience shopping here and I will NEVER shop here again. I'll be telling all of my friends as well. It's a real shame as you have so many hot items. It's unfortunate that your customer service is HORRENDOUS!
Order and received an item while overseas, but would like to return the item from another country. It was the worst experience ever. All information confirmed by the customer service is incorrect, they admit no mistake and blaming the customer with make up information. 1) The contact us web page doesn't send any confirmation even the "thank you" has displayed, they claim no request was received. 2) Confirm twice with the customer service that I only liable to the export country, but ended up paying over $300 import duties by the destination country. 3) When spoke to a rep from Farfetch, she first mentioned there was no documentations provided with the package, right after I clarify that apart from the documentations gave to the courier, another copy were placed inside the package, she then accused the doco is invalid because the original country is different. Interestingly, they email me the invoice and return slip to include in the package, and later they claimed that it was used to identify the sender??? WT!!! WORST ONLINE SHOPPING EXPERIENCE EVER!!!
I have bought a shirt from them 3 months ago and had no problems whatsoever but I have notice a lot of people writing reviews do not anticipate customs duty that you have to pay when you buy from the US or Australia, for example. I think it is worth keeping that in mind when you are buying from abroad and then it does not fit... could turn into a nightmare for anyone. Good luck with your returns, it is a legit company and I am sure they will refund if you just contact them.
Morgan Lee found this review useful
I am a UK based customer and recently purchased some items from the site! I did have a few queries about my items before buying so I contacted the company to answer my questions! They were very helpful and replied promptly to my email, I would 100% buy from Farfetch again and recommend others to buy from them!
Amanda Johansson found this review useful
horrible experience. placed an order before the holidays, promising free fast 2 day shipping. 3 days later, no item, nothing, was emailed, telling me "inconsistencies" with your billing, i mean WHAT? i have contacted my bank, i was billed, i am very very dissatisfied
I ordered a pair of boots. They arrived with only a thin plastic covering around the boot box, which was crushed. They were the wrong color and ran small, so I had to return them. Farfetch does not take returns. They made me return them to the boutique in France, from which they came. The only information I had about this boutique, to make my return possible, had to be obtained from the tattered customs form on the box. The return cost me over $200 in DHL postage and custom fees. Then, when DHL tried to deliver the boots, the boutique would not acknowledge it's affiliation with Farfetch and would not accept the package! FOUR TIMES DHL ATTEMPTED TO DELIVER & FOUR REJECTIONS! It took over a month of phone calls and emails to resolve the issue. Worst online shopping experience I've ever had. Farfetch is the worst and I will never shop with them again. Beware!
I am a customer from Israel. at first I was really excited to find FarFetch, because of the variety of cool cloth and accessories.
My first order went Ok., I paid and received the item.
But my second attempt was a disaster. I tried to order a pair of boots on January 15 2011, but there was a technical problem with the website and could not complete the order. so I've tried 3 times but no succeed. then I saw on my inbox that I have received 3 transaction confirmation for the same amount. from that date till now I have sent FarFetch an email every day, asking them to confirm the order and to charge me only once. But, FarFetch ignored all of my emails! no answer at all! and there isn't any phone number, now I was charged 3 time for the boots, and it seems I'm not going to get anything.
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