FarFetch

The product I bought from Farfetch should have arrived 3 weeks ago yet it has not even now. Furthermore, they refuse to give a refund.
I placed an order with order reference *** The shipping label was created with *** and showing it should arrive between Sep.20 and Sep. 24. On Sep.24, the tracking detail has not updated on *** website, so I called Farfetch asking whether they have shipped the item, if not I want to cancel the order. Their answer was that they have shipped the order, it is possible that *** used another tracking number instead of the one they gave me, so they will have to find *** to explain the situation. I waited until Sep. 27 night when I emailed them again but no one gave a update on the issue with me. I called again they said they are going to file an issue now with *** which will take 10 business days on investigate the case. A detail to tell is that at that time *** has already updated my package claim result as the package is lost. However, Farfetch asked me to wait 14 days. So I called Oct. 11 again to check if whether they are done with investigation and can give my money back, they said they will have to see if the case is closed and reply me on Oct. 14. This time they did email me on Oct. 14 morning, but ask me to wait longer. Attached is the claim on *** with the result updated weeks ago that Farfetch refuse to admit. They say *** is not done with the investigation yet.

FarFetch refused to refund me $*** for (1) an item I never received and (2) an additional item I returned in accordance with their return policy.
I am filing a complaint in regards to an order I placed on Farfetch.com on 3/26/2019 (Order ***) for 2 items: APC belted trench coat ($504.38) and Filippa-K Marisa Trench coat ($523.36).

(1) The company acknowledged that they received returned merchandise (APC trench) in early May 2020, but they refused to process a refund. Please see attached documentation regarding this acknowledgement. I last contacted them on 10/3/20 via phone and email. I did not receive a refund.

(2) The company refused to refund me for merchandise I never received (Filippa-K trench). DHL tracking shows the package was signed by "***." This person is not me the addressee, and this person does not reside in my household. Please see attached documentation regarding this tracking information. Farfetch indicated that they would not issue a refund. They declined to share any additional details including the reason for refusing to issue a refund.

I previously filed a charge dispute with my credit card company for these 2 issues in June 2020. The credit card company indicated that this issue should be resolved between the merchant and me. I have not received a refund for these 2 items as of early October 2020. I am deeply frustrated by the lack of communication and transparency within this company.

DHL DID NOT COME TO PICK THE RETURN PACKAGE UP FOR 3 TIMES AND IT IS STILL NOT BE RETURNED
I bought a sweatshirt this month for my husband. It does not fit it so I returned it. There was only 2 choices to return it (1. DHL courier comes to pick it up, 2 I take it to the store) and I chose the first way. However, DHL did not come and even did not contact me at the first time. They are busy during the sales season and I understand that so I made a pick-up reservation for the 2nd time. But the result is the same. So I did it again for the 3rd time. Disappointedly, I waited at home for the 3rd time this afternoon but no one came the pick the package up or contact me via phone or email.
I wonder what the *** is going on with DHL and Farfetch? If they do not have time to pick up a package, at least contacting me to talk about it is the rudimentary respect to customer. I really got very angry and cannot accept the unfair between customer and business. Also, I decided to return it on 09/19/2019 and it is 09/28 today which means the period may be exceed 14 days after delivery.

I ordered two handbags from Farfetch, and both have some flaw on it. So, I was asking a refund of both handbags, but they only refund the first one.
I ordered two handbags from Farfetch, and both have some flaws on it. So, I decided to return them with refunds.The Farfetch gave me the refund of my first handbag in a week. After my second bag arrived, I opened it, it was not in a good condition at all. There is no anything that wrap the handbad. And it seemed really old without any price label inside the bag. The reason why I wanna return it is because I thought I ordered a brand new Channel handbag from Farfetch, but it actually is a pre-owned handbag with some flaws on it. I called the customer service a couple times, and they refused my refund by saying there supposed be something that wrap the handbad. I mean it is a pre-owned handbag, and the handbad was like that when I received it. Also, they did not send the handbag back to me if the refund doesn't work. I am wondering if Farfetch can really take it more seriously. I barely touch the handbag, because it is old, and I guess it has been returned many times, and no one wants it.

I order a shirt online from farfetch and the good was not delivered by their carrier (DHS). I called both farfetch and DHS but no resolution done.
I order a shirt online from farfetch and the good was not delivered by their carrier (DHS). I called both farfetch and DHS but no resolution done. *** This is the second time I encountered this kind of issue with farfetch and DHS.

Farfetch cancelled my order after 2 month, and they do have the product in stock while they told me it was sold out. And no customer service replys...
I ordered 3 pair of shoes from the website during their spring sale. with information below:
Order Date
18-04-2019
***
***

They told me that they have an issue with their price tag for my former order *** which I ordered on April 2nd. And they told me if I want to get my order delivered, I need to pay for a price difference of 210 USD. And they said they will not process my any future order unless I paid for the difference. To prevent from that, I agreed to pay for it(I thought I was kind enough and to tell the truth, I should not pay for their fault!).

This is what their reply:

Dear ***,

Please kindly provide a good contact date and time that my supervisor can contact you to continue to place this order.

Please be advised the lack of completing this transaction can affect the ability to place future orders.

I look forward to your response.

Best Regards,

***

Farfetch.com

***

Ok, well, to avoid any other problems, I paid for their fault. And later, they said my other order was in process. But after a few days:

Dear ***,

Thank you for your patience.

I have been advised that the delay has been due to the stock availability on ***.

Unfortunately, the Nike (***) were unable to be fulfilled in this order.

However, the other two pairs of sneaker's Jordan (***) will be available to ship.

You will receive a tracking confirmation email once the following item has shipped.

Should you require any additional assistance, please do not hesitate to contact us again. Alternatively, for more urgent inquiries, please do not hesitate to contact us by phone at +1 *** (Available Monday to Friday 8am-11pm EST and Saturday to Sunday 9am-9pm EST).

Best Regards,

***

Farfetch.com

***

They said one item in my order was unavailable. I said okay and please process the other 2 as soon as possible. But one day later, they cancelled my whole order without any explanation. But while I go back to check their website, the product is in stock and the price went up! The time I purchased with their discount, the price is around 550 each pair of shoes but for now they sell it for 900 USD! So I believe this is the reason why they do not want to ship the shoes to me! And Since last 20 days, I've sent them several emails but no one answers. I believe that's a discrimination and they do not want to take the responsibility.

I hope you can help me with my case. I saved all my conversation history and order history with them so I hope you can be a good judge to see who's wrong or who's right.

My order has been cancelled for out of stock. But on website, it clearly shows in stock but with higher price.
I have placed the order *** on 6/10/2019. And I got the shipping notifications of 3 items in the order 6/14/2019. But they did not ship out the most expensive item $340 Y-3 Kaiwa sneaker shoes in this order. I got the order cancellation notification on 6/17/2019. Meanwhile, I've checked the website and Farfetch DO list Kaiwa sneaker with my ordered size in stock. So I wrote the email to ask the reason why they have cancelled my order for out of stock but the item is in stock. They told me when I placed the order, the "in stock" was a mistake and a test, but now everything on the website is correct. Then I am confused that it doesn't explain why cancelled my order if in fact the item is in stock. (To me, this is a falsify advertisement or listing on the website. This is just like in the retailer shop, I have paid the merchandise and the shop refuse to deliver even in stock but instead lying to me saying out of stock.)So I send email to ask them to just ship out my order, no response. I have sent email and complain again to try to remigrate the issue. And I have proposed the solution 1) Honor the 30% off discount 2) $50 off $300 American express. But still, no response. Basically, Farfetch doesn't take any action to solve any falsify information and mislead the customers. I ended up purchasing something may not necessarily to purchase, so I have the feeling that Farfetch is purposely mislead customers for purchasing.

Missing belt ????
I recently purchased what was suppose to be a versace belt..Bt instead I received a open empty box that I guess what suppose to contain the belt. Due to the package not being properly sealed. Somebody was able to removed the belt unnoticed or it was never packaged. I received a shady message from they customer services basically telling me I'm just out of 300 dollars and they can't give me information to what happen to the belt

FarFetch has terrible customer service and is doing bad job as the middleman for these boutiques. I purchased an item from Browns UK through them and I made a return and it's been two weeks since I sent the item back and no response. I have called over 8 times for this particular return and everyone keeps telling me something different and I've waited long enough, with no news or updates. Extremely frustrating and terrible to do business with. Never using their service again and you should not either. Stay away!

Farfetch refueses to refund for lost of packages. The lost was my responsibility, it was due to DHL.
I ordered two things on Farfetch on May 15th, the total value was 720$. The order number is *** However, I did not receive my packages, and the packages were lost. The lost was also claimed by the shipping company DHL. The request id numbers for the two packages from DHL are XXXXXXXXX,
XXXXXXXXX.
Those packages were lost because the driver did not follow the instruction to collect my signature, so it's not my responsibility to pay for the loss. However, Farfetch refused to refund me after a two weeks investigation. Farfetch needs to refund me because it's not my responsibility for the loss of packages.

Farfetch is a scam company.
Their policies are outrageous and they do nothing but mislead and lie to their customers for business.
I made a $*** purchase on memorial day weekend .
I complied with all of Farfetch's safety requirements and then they cancelled my order for no reason whatsoever.

Supervisor promised to honor 30% off & free shipping on an order. Despite adhering to all conditions, offer was rescinded after the order was placed.
This complaint is directed at Farfetch.com, an on line fashion trading company located at The *** Old *** I was misled into buying their products by a customer supervisor, known to me as *** H. He stepped in after a wholly unsatisfactory purchase, enticing me to make another purchase under the guise that he would offer 30% off plus free shipping. He did attach certain conditions to this offer: first, that I complete the sale by the end of the second week of May; second, that the item not be what Farfetch terms "new season" merchandise; and third, that it not be from among the collection of listed excluded designers. Other than that, he said I could chose anything from sale or non-sale merchandise. No other conditions were articulated within the "four-corners" of the contract. I adhered, in whole, to Mr. H's conditions; however, when I alerted him to the new order number, *** and purchase total of $958.00CAD, he rescinded the offer because, he said, I had used a different email address for the purchase. While it is correct that I used a different email than the one through which he and I had been communicatingthe first being ***, and the purchase being made under ***the purchase is in the same name and went to the same physical address. Crucially, no where in Mr. H's original offer did he mention any thing about email usage or restrict the purchase in any other way other than those things I have previously mentioned. I have that correspondence should you wish to see it. I have reached out to the company more than a dozen times over the past two weeks for help in resolving this, including a message to their corporate offices. Every single message has gone ignored.

I purchased a $300 designer wallet that was FALSE advertised as "100% printed leather" It is NOT printed and it is NOT leather. I want a Refund.
I purchased a "designer" wallet in February, 2019 for $345 including tax and shipping.
I started using this around March 15th and this wallet is already falling apart.
Wallet is advertised as "100% printed leather" but after using this for 2 months- the 'print' is peeling off because this is not printed, it is 'foiled'
This wallet is NOT printed and is not 100% leather. This is falsely advertised. I would NOT have purchased this item if I knew this.
I have photos showing faultiness of this item. I spoke to customer service but they are not responding to me. My order number is ***/DSXXXXXXXXXX

The representative did not handle my case properly. Lost package case takes way longer than they stated at first.
Account: ***@gmail.com / Order Date: 03/27/2019 / Order no: *** / Prada Logo buckle belt / Designer style id: *** / Color: F0JY7 / Payment: $321.83 / Tracking no: XXXXXXXXXX / Shipped: 04/01/2019 / Payment method:Debit card / Sale rep: online/
I filed a lost package case, and the representative said it usually takes up to one month. After two weeks I contact them since I didn't get any update. However, the new representative said the last representative did not file the case properly and I still have to wait two weeks. It did not receive any update from them and decide to call back. They said they have not got any information from their financial team and told me to wait another two weeks. It's already been one and half month since I first filed the case, and they still didn't get it done yet.

invalid advertisement, lie for client, unreasonable to get client's credit card information
1. Farfetch posted 15%off promote code on April 18th, I placed an order(order number:***)with Burberry - The Chelsea-Mid- length Trench Coat, Item id:XXXXXXXX. The original price is $***, after promotion code is $***. The code definitely worked out for that transaction. But, they canceled my order in the next day.
I contacted custom service 3 times in the next days. The first two stuffs told me that transaction could not approved because of my payment had problem, I verified my information with them and was told "someone will contact with you or call back later". But nobody contacted with me automatically, never.
Actually, I shopped with Farfetch with same credit card on Jan. 28th, 2019 without any problems. My Farfatch account was build since 2015 and has good credit.
The third staff ***. told me this item was not suit for the promotion code, she said it was their system mistake and they would fix it later. I refused to accept it. Farfatch has posted this promotion code to the public and the code worked out for the item, that's a valid legal fact. It happened. They could not cancel any order use unreasonable excuse, like "mistake". They should respect and follow the instruction and policy, even if that's a mistake they should pay the bill with their own mistake, not clients.
In addition, the first and second customer service
stuffs lied to me. That's totally dishonest.
2. ***. gave me 10% off promotion code, she said this code definitely works out for the item what I need and emphasized they would not cancel my order anymore. However, they canceled my order twice again on Apr. 19th(order number: ***) and Apr. 25th(order number: ***) using a same excuse that my payment could not approve even I used another credit card to make the new payment.
On Apr.26th, I contacted with custom service again, this time they required my credit card, ID card, document with billing address send to them by email. That is extremely unreasonable. I have never experienced any company required my private information by a non-name email even I have verified my information by phone before. This is illegal.
I chose to send my credit card photo only and refused to send others. Of course, they cancelled my order again. They waste my time, this is a birthday gift for my sister, however, I missed the date. Farfatch hurt me and my family.

This is a dishonest, irresponsible company. They do not follow the policy and marketing, changing policy recklessly and ignoring customer's benefit. It is a player for marketing.

I have returned 2 items that were purchased through the farfetch website. They have refunded me for one of the items only and refuse to refund other.
I have ordered two items from the retailer. I returned them both. They only refunded me for one item and refuse to refund for the second. Every time I call they give me the same excuse. The tracking information is on the website. The request to return is on the website. Both items were returned on the same day and they will not refund the second item even though I have contacted them multiple times.

I return the product and it was accepted by Farfetch. It's been more than a month, I haven't received my refund yet.
I ordered a Thom Browne hoodie on January XX XXXX. The ***. The price was $***. I filled out a survey, and Farfetched gave me a $25 off for that. So I paid $*** with my visa debit card. After a few days, I received a package and found it was not what I ordered. So I returned it and farfetch accepted it. They told me my refund was successfully processed on February 6th 2019. They also said it would take up to 14 business days to process. But I have waited for much longer than 14 business days, and still haven't got the refund yet. I asked my bank many times but they found nothing. I sent many emails to Farfetch. The last one I received told me that my refund was processed on March 5th 2019. I have being waiting long enough. I don't know which email is telling me the truth.

I ordered a pair of shoes. The shoes were sent to the wrong place, then returned to sender. I never got a refund.
Order no: MTIXXXXXXXX Tracking no: XXXXXXXXXX

Jimmy choo pumps - paid with visa

Expected delivery date: 6/26/2018

They said - never followed up after multiple attempts:
Thank you for contacting Farfetch.

Please note I have launched in an inquiry into your refund status with the boutique.

I will follow up with you once I have a response from the boutique.

Farfetch is not a reputable company! My order was canceled by Farfetch due to verification issues and 8 days following the cancellation, I was charged for the order. I reached out to them and was told, and followed up by email, I would receive a full refund because it should not have been charged. I am still fighting to get my money back. Due to Farfetch's inability to be honest, I have disputed the charge with my financial institution.

fAILURE TO HOMOR PRICE AS MARKED AND PAID
On Tues Feb 19 I placed an order, Order no: *** Gucci Signature Backpack $495.00, and my paypal account was charged. On Fri, Feb 22, 7:00 AM I received a out of stock notification and a refund. I checked their website and it said it was in stock. I spoke with a representative and they stated it was a price error, even thought they are telling the customers it is out of stock, and they were not honoring the prices.