FarFetch Reviews (%countItem)
FarFetch Rating
Address: 2301 E 7th St STE A250, Los Angeles, California, United States, 90023-1051
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Stained product without original brand label to sell
Order Date:14-12-2018 Order Number:***.They sent out a stained product in plastic bag. And this product is no brand label,just the farfetch security tag and a tag introduced the product brand.And a shallow white stain is on the product.I emailed to them,several days past,no respond,then I turned to their Chinese staff,who told me to return the product to France.I paid the international shipping fee,and now the product is held up at Custom with 94.1 pounds fee,They are not willing to pay it.
Pay the custom fee and refund.
The customer service supervisory team has been notified of this case. Our customer service team instructed our customer to return this order, therefore the supervisory team has determined that a refund must be processed. About 12 hours ago, our customer was contacted by a member of this team to confirm that a refund will be processed for this order.
My coat got very dirty due to their careless packaging.
My order ATLXXXXXXXXX arrived on th Feb 5h. It shocked me to see the outpacking cardboard has been damaged and the coat which costed me $900 was stuffed inside like a garbage, without any wrap, not even a plastic bag. Due to the damaged and careless package, the coat got very dirty, especially the collar area. Since this coat can't be washed but only be treated using the professional dry clean, I think there should be someone who take the responbility and pay for the dry clean fee. I contacted the customer service on the same day, they replied something just like "we will see what can we do" then went radio silence for couple days until I wrote to them again, this time their response made me even more confused. That day was Feb 12th, however they said "they will have the ups to pick up on Feb 8th", seriously? They were alerting me something which has past 4 days? Not only this, there's actually nobody contacted me for this issue since Feb 6th. I feel so tired about their awful and arrogant and dishonest customer service.
I am demanding them pay me the cost of dry clean fee which is about $80 for this coat.
Due to the condition in which the customer's order was received, Farfetch is more than happy to cover the customer's cleaning costs as a goodwill gesture. This case has been escalated to the Farfetch customer service supervisory team and our customer will be contacted within the next 24 hours. If our customer doesn't receive a phone call or email within this time frame, we invite them to call our customer service office at XXX-XXX-XXXX and reference this review.
(The consumer indicated he/she ACCEPTED the response from the business.)
I returned an item back to them because it was not as described, they are holding my refund and telling me to wait an additional 14 days for refund
I returned a hoodie back to Farfetch because it was not as described. The sizing was completely off (the sleeves were too long whereas the body part was tight) and the product was a mute green in colour and not lime green as advertised in the pictures. They make the return process very difficult, they say on the return slip from the retailer to drop off your item at any DHL store but this is FALSE! When I went to the DHL store they told me to go back home and call DHL since they cannot accept return packages in stores. I was on the phone for an hour with DHL trying to get this thing sent back and had to answer a billion questions and give them weight and dimensions of the box along with many other information. Finally DHL came to my house and picked up the item to send back to FarFetch. They have already received the item back on January 11th, 2019 but have still not processed the refund. I ordered the item on December 26,2018 and promptly returned it after arrival. I had to contact them two times for a refund and they finally got back to me saying that I have to wait an additional 14 days, which means that I will have to pay this bill of $179.43 CAD for no reason and waste my money on this item that I have already returned. I am requesting that you refund me the full amount for this order ($179.43 CAD) for this horrendous return experience. I also suggest that you update your return process information because it is filled with nothing but false information.
I am seeking a full refund of $179.43 CAD for this order and horrendous experience in general. If I do not receive the full refund I will have to file a charge back with my credit card which I would not prefer to do.
Yesterday (January 24th 2019) an email was sent to ***@gmail.com by a member of our customer service team. Please refer to the following excerpt from this email:
"First and foremost, I'm so sorry that you were still waiting for your refund. Rest assured that everything has been taken cared of.
With this being said, I'm more than happy to let you know that your order was accepted by our partner and a refund has already been issued to you on the 21st of January.
Please allow up to 14 business days for this value to be available in your account's balance. Should you need to contact your bank in order for them to trace this transaction faster, kindly note that I've attached your refund letter to this email."
Our customer replied to this email in less than 12 hours requesting a refund of his 20 CAD shipping costs for his purchase. Per Farfetch's return policy (https://www.***), "once your return has been received and accepted by our partner, your refund will be completed via the original payment method, excluding the delivery costs." This policy was also confirmed with the customer via email on January 3rd 2019. As a courtesy, Farfetch will be happy to refund shipping costs in this instance.
(The consumer indicated he/she ACCEPTED the response from the business.)
I never received my package which I purchased on Farfetch, and they never reply emails. After half a month, they gave me a disappointing result.
I placed an order on Farfetch on December 3rd, and the order number is *** It was delivered on December 6th, but I never received it. I sent an email to them to illustrate this situation immediately, but they just didn't care. Then, I called the customer service, they said they will make an inquiry. Because I was traveling in another country which started on December 8th, email is an easier way for me to contact them. I sent almost ten emails, but they never replied me. However, today, they sent me an email and said they had my verbal confirmation that I received my package. I can't satisfy this result. I think they just treat me as a liar. I placed several orders on this website before, and used dozens of times with UPS. This is the first time my package lost. I have no reason to lie. The shoes which I purchased is out of stock now. I'm really upset, Farfetch just doesn't care about a customer. Their customer service is the worst ever. I don't know what should I do right now, I didn't receive my order and didn't receive the refund.
I just want to get the refund or my order from Farfetch.
Farfetch's lost parcel investigation with DHL has been ongoing and has not yet concluded. Our team confirmed with DHL that our customer never confirmed their parcel was received. If DHL confirms that our customer's purchase was lost we will request for a full refund to be processed. Our customer has received updates via email and will continue to do so.
They cancelled my order and said it was out of stock, but they didn't refund me.
I purchase the order on nov. 27th. 2018. The order contains a pair of shoes and a bag. The order get canceled but I didn't receive the full refund. This should be their mistake. The order number is ***. The total amount is *** dollars. They should refund me the rest of the order which should be 466 dollars.
I want them refund me right away.
Order *** consisted of the following items:
***, Stella McCartney platform shoes
Final Price: $429.60
*** Stella McCartney Fallabella shoulder bag
Final Price: $466.00
Total Before Shipping: $895.60
Shipping Fees: $10.00
Total Price: $905.60
*** was canceled by the customer which is why a refund was processed for this item.
*** was canceled by the boutique tasked to process this order because they did not have the item in stock. Farfetch's systems automatically look for another boutique to process an order if the first boutique is sold out of the item. This order was transferred to another Farfetch partner (order number updated to ***) and the order continued to process as normal. This item was delivered on Tuesday December 2nd. The customer was not refunded for this item because it was delivered.
Package is significantly late for promised delivery date and customer service is not responding.
I placed an order for *** on Nov 27 in the amount of $*** (***). The package is stuck in Italy and shows no movement since Nov 29th because seller failed to provide necessary document to clear the customs. Hence it significantly missed missed the promised delivery date of Nov 30th.
Tracking information can be found below
***
I have emailed customer service three times requesting their assistance to help clear the package, but no reply. It is impossible to reach them by phone.
Since the delay is caused by the seller and Farfetch has showed poor customer service in this case no customer service at all to help resolve the issue. I demand to cancel the order and get full refund.
Order cancellation and full refund immediately.
According to DHL our customer's *** is not being held in customs due to missing paperwork. A DHL representative confirmed on December 6th that the parcel is "going through a standard customs delay" and according to DHL's website, "due to the nature of the goods, specific authorization is required from a regulatory authority other than Customs for further clearance."
Since a cancellation of this order has been requested, Farfetch will contact DHL to have this parcel sent back to our partner. Once we have tracking information from DHL confirming that this parcel has been redirected and will no longer be sent to the customer, we will process a full refund including shipping costs. The customer will be updated via email.
A dress was ordered on Nov 8th from a retailer in the US, and was promised it was prepared to ship NOV 14.Never received item
I ordered a dress from farfetch on Nov 8th. I had reached out on Nov 14th to find out when to expect it to be shipped since the order was processed. They said it was being prepared to ship. I emailed follow up several times and never received an email back. So I called customer service on Nov 23, and they said that it was unusual that it had not shipped and I will definitely receive the dress or phone call by the following Tuesday. I explained that I had a gala to attend on Thursday Nov 29 and needed the dress by then. I never receieved the dress or a phone call back. So I bought a dress for my event from Neiman Marcus. I continued however to call customer service and kept getting placed on hold for over 20 min with no repsonse, and I emailed numerous times with no response. I emailed to say please cancel the order asap. I finally was able to talk to someone on Sunday Dec 2 , and she said oh a manager has looked into this and reached out to *** the dress company, already on Nov 23 to cancel the item but they never heard back. I said well I need to speak to the manager since I have not received my money back for over $***! She said the manager will definitely call me back the next day, Monday Dec3. I never heard back from anyone, and still no has responded to my emails. I had to resort to calling my credit card company. This is atrocious customer service. I have shopped numerous times with farfetch and this was a horrible experience. I will not be shopping with them again and would like my money back!!!
refund of the money I paid for the dress I never received of
Our customer's *** was canceled on December 6th 2018 and a full refund has been sent back to the payment method used to place this order. This information was confirmed via email by our customer service team on December 6th a 10% promo code was provided for use on a future purchased due to the excessive delay.
I placed an order, 2 of my packages are missing, and on their websites it showed delivered. I wrote 3 emails to Farfetch and call them. No response.
My order is placed on 22-11-2018, order# is *** Two of the packages are never delivered to me. I emailed them and tries to call their customer service, but no one responded. On their websites, it shows the package is also delivered and their return policy is 14days. I also contacted and filed complaint in DHL, but DHL never really investigated the issue seriously. Their delivery records saying the packages were signed by someone named ***, but now they insisted the packages were delivered to my mailroom.
First, for the past three years, their delivery men never deliver to mailroom, they either come to my door for my signature or go to the parcel pending locker which will create a password that send to my phone. Second, all the packages need my signature, they cannot provide any proof of delivery. Third, there were 3 packages supposed to deliver to me on that day, the one I received was put into the parcel pending locker, but the other two were showed to be signed by ***. They are lying when they say the two packages were delivered to my mailroom. Now DHL closed my complaint without providing any information and push me to Farfetch and Farfetch has not done anything to address my problem.
If they cannot find the packages, I want either refund or resend me my stuff. One of the package suppose to be a birthday gift, now the date was already passed, I want apology from them for not responding my complaint.
Farfetch's lost parcel investigation with DHL has been ongoing and has not yet concluded. Our customer service team confirmed that our customer never asked DHL to end the investigation. If DHL confirms that our customer's purchase was lost we will request for a full refund to be processed. Our customer has received updates via email and will continue to do so.
Complaint Response Date bumped because: Holiday
I purchased a coat farfetch on October 29,but I didn't receive it. And Farfetch tole me they cannot give me any help about my missing package.
I purchased a coat from Farfetch on Oct,27 and it was delivered by DHL(***). The coat is worth $889.62, the brand is YOHJI YAMAMOTO, the size is 2 NUM, the order number is *** I use my debit card to pay, the ***. However, I did not receive the coat at all even though the website shows that my package has arrived on Oct.31.And then I contacted DHL and Farfetch,after twice investigations,I still not receive my coat. Now, DHL told me that only Farfetch can help me to open a claim, they can continue to manage my issues. However, farfetch said that they did not have the right to know details about the investigation, so they could not help me to deal with it.Actually, I purchased things on Farfetch, they do have the responsibility to help me to find my package.
In fact, each package I received will require a signature of the manager of the package room in my apartment . But this time, there is no signature on the sheet which can prove that my package has arrived. So it can proves that there is no package ship to my apartment. But now,both DHL and Farfetch said that they can not help me to solve this problem, so I come to Revdex.com ask for help, I am helpless now.
I hope that Farfetch can open a claim to DHL about my missing package, and finally refund to me.
According to the results of our investigation with DHL, our customer left On Demand Delivery (ODD) instructions releasing the signature requirement for his lost parcel. DHL's terms state that when a signature requirement is removed the recipient accepts all responsibility for the shipment. Unfortunately, for this reason a refund was not processed for this order.
Complaint Response Date bumped because: Holiday
I ordered shoes from Farfetch with the understanding of an explicit communicated promise that returns willl be conveniently collected from home. However, after I waited 1h on phone to reach a customer service agent and 2h at home for the collection service to arrive, nobody came and no communication was issued that informed me about this change. I scheduled another pick up and the same situation happened once again, consuming again hours of my time. When I called Farfetch's customers service for the third time, I waited another 50min on the phone and the agent did not recognize that it's Farfetch's responsibility to ensure the service quality of their collection service which Farfetch advertises with to attract customers; the agent suggested instead that I drop the shoes off as the collection service is not performing. This is a substantial deviation from the advertised value of conveniently and efficiently ordering and returning shoes from home. More importantly, the company's representatives lacked any understanding of what good customer service looks like such as to accept responsibility for this mistake and offer adequate compensation/resolution for not delivering on its advertised service and, accordingly, causing a very poor customer experience.
Credit card fraud
on 10/5/18 farfetched charged my card $***. I never made a purchase and immediately called my credit card company. After the credit card company investigated, Farfetch produced them with receipts using my name and address and a FALSE email address and FALSE phone number. The invoice said the order was placed on 5/10/18 and the products (4- all from boutiques in different countries) were all delivered at same time on 10/9/18. They even had DHL documentation saying I signed for it, delivered to my address. Only doormen sign for packages and nothing was received because I never ordered anything. They falsified invoices, and DHL documentation. Very scary. I thought someone got ahold of my credit card number and went on this website but when Farfetch produced the falsified documentation to my credit card company I knew it was someone who worked there who did this.
I want the person who used my credit card to buy items and who falsified the documents to be fired.
Unfortunately *** does not include an order number to reference but using the information provided, we can confirm that we have an order matching the information provided.
Farfetch's email records show that we were not contacted by *** regarding the transaction placed under her name. When her bank contacted Farfetch regarding this transaction our team was only able to provide the information associated with the order. We were never notified by *** that this order was placed with a false email address and false phone number, nor were we notified that shipments in this order were not delivered as DHL stated. Therefore, we could not provide this information to her bank.
The tracking information provided to ***'s bank is the information available on DHL's official website:
***
If Farfetch was notified by *** that these parcels were not delivered, a formal investigation with DHL would have taken place immediately to confirm this statement and assist in processing a refund.
If ***'s bank will not process a refund for the order that has been claimed as fraudulent without more information, Farfetch's team is happy to support *** however we can to resolve this matter.
(The consumer indicated he/she DID NOT accept the response from the business.)
My credit card company did all the investigating and communicating with farfetch. My credit card company then provided me with the false documentation that farfetch provided them. I wanted it to be known that after my credit card company alerted them that I disputed this charge and said it was fraudulent they produced false documentation to try to prove that I made the charge. I would never personally contact a company that got ahold of my credit card number and fraudulently charged it as that is what the credit card company does.
According to the information provided, ***'s bank investigated this transaction and did not find that the documentation provided by Farfetch was falsified. However, if *** believes that the documentation is not legitimate Farfetch's team is more than happy to participate in a further investigation with both DHL and ***'s bank.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not true as my credit card company refunded me. This company commits credit card fraud and I'm not the first person to complain about it on Revdex.com.
The website shows that my item has been delivered. But I have not accepted this item. Someone that I do not know give the signature and accept it.
The website shows that my item has been delivered. But I have not accepted this item. Someone that I do not know give the signature and accept it. I do not know who and where it is. It is not my fault and I have to burden the cost. I am very angry bout the service about the DHL and Fartech.
The website shows that my item has been delivered. But I have not accepted this item. Someone that I do not know give the signature and accept it. I do not know who and where it is. It is not my fault and I have to burden the cost. I am very angry bout the service about the DHL and Fartech.
On the same day this complaint was submitted (Friday October 12th) our customer *** confirmed twice via email that he had found his missing package. We kindly request that this complaint be removed from our profile.
I find it very interesting to have such an unintelligent dialog with you or any of your representative any further. Your unauthentic bag is now in the
I find it very interesting to have such an unintelligent dialog with you or any of your representative any further. Your unauthentic bag is now in the hands of *** as they intend to move forward with legal actions against you and you vendor.I will not be further involved in clearly money laundering with Farfech and ***. I turned in your unauthentic bag for evidence with such a crime.I will be assisting them with this investigation and will leave the mailed item in authorities holding to purse persecution on all parties involved. There is no lining on all of the sewing - which all originals have. The ID numbers is produced incorrectly and does match any of the *** originals we checked - in store yesterday. I will not continue any dialog with you as your clearly not aware of the dishonesty of your employer - I strongly suggest you seeking an employer with better values. If you contact me any I will use it in our investigation against your company. Along with ***. Designer means real, authentically made by only ***. Your product is not vintage, or real, or authentically made by ***. I urge you to STOP all electronic communication with me as I will press further charges against all involved in this FRAUDULENT sale.
PS Cease and desist all further communication with me effective immediately. If *** or Farfetch communications with me via email, mailings, phone calls or via a third party I will make sure you become served by my attorney immediately.
I paid with a ***.
This seems like money laundering. *** is not aware of the non existent ID which is on the bag. Each bag has an ID to validate it as an original.*** now has this bag in there care to press charges with all parties involved with this fraudulent attempt to sell an imitation as an original. I have passed this onto my attorney, DHL, Credit card company and Amore in Japan.
Please note that although our customer has requested to not be contacted by Farfetch, the Revdex.com requires Farfetch to reply to her complaint "before it can be processed further."
An email has been sent to Masha to provide additional authenticity information and request any details provided by the manufacturer that does not match the information Farfetch has on file. As stated in this email:
"As a luxury e-commerce platform Farfetch takes the authenticity of all products sold on our website very seriously. The sale of inauthentic merchandise is illegal across the globe and Farfetch will not support or promote any partner that knowingly acts in this manner. Fendi itself is a Farfetch partner so we will gladly bring their team into this investigation if necessary."
Furthermore, *** is eligible for a full refund. As this order was delivered on October 4th, it is still well within Farfetch's 14-day return time frame. As long as the bag is returned in the same condition in which it was received, a full refund can be processed.
A return has already been offered by our customer service team via email on Friday October 5th, yet our customer has not proceeded with the return process.
Farfetch customer service refused to honor refund from price match. Customer service agent, *** hung up the phone on us.
We purchased for $658 but the price was marked down online. We called to price match and they promised that they would refund us the $58 as shown in the email attached. Now they are saying that they will not honor this price match.
Charge back from credit card has already been requested in the amount of $58.
On Saturday July 28th, a customer service supervisor *** called our customer & offered to honor the price match originally offered. During this phone call, it was confirmed that a bank dispute had already been filed. *** noted the following: "I informed the customer I would no longer be able to support them and that would need to wait for the outcome of the charge back. Customer understood."
Unfortunately, Farfetch is restricted from processing any refunds when a charge is being disputed with a financial institution. The courtesy price match can only be honored by Farfetch once the charge back is no longer active.
(The consumer indicated he/she DID NOT accept the response from the business.)
We shouldn't have to waste so much time and effort in resolving this matter. They should have honored their agreement from the start. Not satisfied with Farfetch and will not purchase from them anymore. Other customers should be aware of the lack of customer service from this company. We had to initiate our own resolution through the charge back since they said they would have a supervisor call us within 24-48 hours. So we had little faith that they would be able to solve the problem.
As a charge back has already been filed and we have not received any confirmation that the charge back will be removed, Farfetch is not able to provide any assistance to resolve this matter. Again, the courtesy price match can absolutely be honored but only once the charge back is no longer active. We would be happy to assist the customer but are unable to do so in this instance as the customer's desired resolution does not include any actions that Farfetch can take.
(The consumer indicated he/she ACCEPTED the response from the business.)
Aggressive email marketing needs to stop
I have received multiple aggressive email marketing from this company. I have no business or consumer relationship with this company. When I asked to be removed and unsubscribe, my email "is not listed in our database." Obviously, if I am getting multiple emails, it is somehow.
No further contact
To be compliant with GDPR regulations, Farfetch has a dedicated privacy team that can process ***'s request to be removed from all email marketing lists. We kindly request that *** contact our team by sending an email to ***@farfetch.com confirming the email address that he would like to be removed from our records. We also ask that this this Revdex.com complaint be mentioned in the email so that we may assist in a timely manner.
(The consumer indicated he/she DID NOT accept the response from the business.)
I shouldn't have to email a company I don't have a business relationship with that has been marketing me another request to unsubscribe. This request should be sufficient. As a business, they should understand.
Our team has forwarded all information on file from the Revdex.com to the Farfetch Privacy team to have *** removed from all email marketing. If any email communication is received from Farfetch after 30 days, we kindly request that an email be sent to ***@farfetch.com so that we may investigate.
I ordered a backpack from Farfetch. I paid for it and 3 weeks later they conducted me and asking for more money because they listed the price wrongly.
My name is ***, on 8th of June I ordered a backpack online from a luxury website called "FARFETCH". The pricing of the product was listed 414euros and I proceeded in purchasing the bag by card. I paid and everything seemed okay at the checkout. The estimated delivery was supposed to be in 2-4 days since is a "luxury" site but apparently 3 weeks passed and they did not even shipped my order. The order number is ***. After conducting their customer service offices 3 times and getting no valid explanation of the delay they got back to me 3 WEEKS AFTER!! and they said that the bag that I purchased had the wrong pricing and if I still want the bag I should pay them an extra 669 euro because quoted from their email "The correct price with a 20% discount offer as a gesture of good will is 1205.43 EUR." After calling them and complaining about my case because is unfair, improper and unprofessional to offer me this kind of offer since for me is one way solution of cancelling my order because obviously I can not pay that much extra for a bag, they decided that the most they can do is an additional discount of 10% so the extra amount im now expected to pay is 602 euros, which is ridiculous since the "original" price of the bag is tripled of what I already paid. They are not willing to send me the bag if I don't pay them more which I believe is unfair, and I understand that mistakes happen but they occur for 2-3 days maybe a week? but not for almost a month just because I conducted them otherwise I don't think they would have investigated my case. My question is, is there anything I can do about it? Is there any law that protects me as a customer in this case? Are they even allowed to do what they did? Because I do not this is fair to hold my money for almost 3 weeks, not offering me any services and then ask me for more money. Is there anything I can do about it? Thank you in advance, I will be waiting for your reply.
To send me the bag at the initial price that i have already paid and if they can not do that i require a valid discount on another bag of my choice that will be at the same price of 414 euros that i paid originally because i am not willing to pay more.
We completely understand ***' frustration. The price for this item was in fact listed with the incorrect amount, as he stated. This isn't every day occurence and it certainly isn't one that want our customers to deal with, however we do have this scenario built into our terms & conditions. What should've happened on our side is that we should've notified ***, instead of him reaching out to us to confirm his order status. Unfortunately, in this case the communication between our internal teams was delayed, however we did offer a 20% discount on the correct price and per our terms & condtions gave him "the option of reconfirming your (his) order at the correct price or cancelling it."
When this wasn't suitable for the customer, we offered an increased discount of 30% on the original item. When that wasn't suitable for the customer, we offered the same 30% discount on a comparable bag of his choosing. We are willing to offer the same 30% discount via a promotional code on a comparable bag of his choosing and we can make the code available for sale and non-sale items with a full year expiration, however we aren't able to ship the bag at the price he paid. We suggest he cancel this order so that he can be refunded immediately and then place a new order using the 30% discount, that again will be made available for sale and non-sale items and valid for a full year.
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree with Farfertch offering me a 30% off discount on a new bag of my choice which I have limit time to choose over a year since now I can not find something that I really like (maybe due to sales season) but I am sure I can find something in the following months. You can now proceed to cancelling my order, refund me and email me the promotional code. Thank you!
The company took my money, and sent the wrong size. They were aware of the size and still sent the wrong item. The don't hv mangers to speak to.
They sent the wrong size, told me I would receive an email within 24 hours and that never happened. I asked to speak with a manger and the rep hung up 2x's. The manger finally calls me back from an international number, and tell me I can purchase the item again throw different vendor. He offered me 10% off that's offered to every one, not much for my convenience. The item cost more than $500 and they don't even supply a return envelope.
I want ed the item, but I don't trust them. They are a scam. I want to file a lawsuit so I can go public about them.
's order *** / *** of the We Are Leone silk jacket (size S/M) was placed on June 15th and delivered on June 18th. *** reached out to our customer service team on June 18th to confirm that the size XS/S was sent to her. Our customer service team confirmed via email that they were "awaiting to receive confirmation that the S/M you intended on receiving for your order, is available to be reshipped out to you successfully." A UPS return was also arranged so the incorrect size could be sent back to our partner boutique.
On June 19th, *** escalated the case to our customer service supervisory team. On this day, the following information was confirmed via email:
"If an exchange is possible you will have to return the dress you received by mistake as they will only be able to send the replacement once they received back what you have."
"Your desired size is still available for $538 while you originally paid $485 (sale taxes not included). If an exchange is not possible and you decide to place a new order, as a goodwill gesture I would match your original price and also offer you free shipping."
"Because of your experience, I would also like to provide you with a 10% promo code that can be redeemed on sale and full price items and is inclusive on most brands that are usually always restricted from any further discounts and campaigns."
"If you wish, I could apply this promo code on the new purchase for this item as well as a refund."
"I have pushed once again to our partner and asked to expedite for a resolution. Rest assured that as soon as I have more information I will let you know."
Today (June 20th) the following information was confirmed via email:
"Even though I did not include on my previous e-mail, but as we discussed on the phone, if you prefer you may request your full refund which will be issued as soon as the item is in transit back to our partner boutique."
Less than 48 hours have passed since Farfetch was first informed of the order processing error. In addition, several forms of resolution and compensation have already been provided, both verbally and in writing, due to the error. Farfetch is working diligently to resolve this matter as soon as possible for our customer.
Farfetch refuses to give me a refund on a cancelled online order of Nike shoes
On Thursday May 17th I ordered a pair of Nike vapormax plus size 10 order number: *** from a website under the name Farfetch. After placing the order I immediately realized that my shipping information was incorrect so I called customer service the same day to fix the error. I was informed by an employee named *** that the shipping info could not be switched because the order had already been processed so I opted to cancel the order and recieve a refund before they decided to move forward with shipping the order out. *** ( the Farfetch customer service employee ) told me that she would be canceling the order and also putting in a request for a full refund to my account. In order to be safe I told her ( *** )to send an email to my account so that way I could have proof that she was going to fix this debacle. After waiting a day I received an email from a delivery company called DHL stating that the very same order that I canceled (order number: ***) and was supposed to be receiving a refund for had been shipped. I also noticed that the company ( Farfetch) did not call my bank and attempt to transfer my funds back on to my bank account. I then called customer service again and spoke with a representative named *** to try and resolve this issue and explained to her that I already informed this company that the package ( under the order number: ***) was going to the wrong address before. *** told me she would look into the issue and try to fix the problem but also did nothing to resolve this issue. I then continued to call the customer service center for Farfetch repeatedly speaking with several other employees all of whom I received emails from saying that they were going to get me a refund and didn't produce. It is now Monday May 21 I still haven't received the refund I was promised and the package I didn't want ( order number: *** ) is showing up to an address where I do not reside and I'm out of $183.23 because Farfetch employees refused to do their job.
I would like the full refund of $183.23 for the Nike vapormax plus size 10 order number: *** I purchased from this website
Farfetch's customer service supervisory team was informed of the failed cancellation of ***'s order on May 17th. As ***'s order was already in transit, Farfetch was unable to begin processing a refund without DHL's confirmation that the package would be returned to the sender. A RTO (return to origin) request was submitted to DHL and as of Tuesday, May 22nd, the request was successfully completed (please refer to DHL tracking number XXXXXXXXXX). A refund request was submitted immediately and as of today, May 25th, a full refund of $183.23 ($173.23 for the cost of the item, $10 for shipping) has been processed on Farfetch's end.
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept their response because the first part of the reply is false. The order had already been canceled on may 17th and I was told by a customer service employee named *** that package *** wasn't going to be shipped. Furthermore on my online account package *** also showed up as cancelled never displaying that the shipping process already started. I agreed to buy another pair of the same model shoe only under the premise that the order *** was going to be cancelled and I had this discussion with that same employee *** but she failed to hold up her end of the bargain which lead to Farfetch charging my card twice causing this whole nightmare. I was also told by another employee that there was a glitch in their system that caused my order to transfer to another merchant that they deal with instead of fully canceling out my order. I also to begged and pleaded with them to refund me for that order immediately because the cause of this fumble ( the order being processed and the package being shipped) was not my fault and I shouldn't have to wait for it to show up to my door step and have to ship it all the way back (making me the customer do the ground work to fix the mess they created and wait to get my money back because they messed up) and wait 10 business days in order to get my refund . I also began telling them personal information about financial woes that I would suffer from if I did not receive this refund immediately (ex. My cellular phone service was going to be suspended due to the fact I didn't have enough money in my account because this company charged my card twice) they stil kept tell me that they had to contact DHL to stop them from shipping the package in order begin the refund process. Farfetch didn't even make an attempt to call DHL once because I called them( the DHL customer service which records ever call by the way) personally myself on the day I got the email from DHL website showing that the package (***)had arrived in Jacksonville and was on it way to *** western *** The first question I asked the DHL customer service representative was did Farfetch attempt to contact their office and put a stop to the shipping of package *** after giving her the tracking number. The DHL customer service representative told she had no record of Farfetch actively trying to contact them in order to stop the package from being shipped and then I asked her myself to tell the delivery guy not to drop of the package and that I also wanted to refuse the package and have it returned to sender. The only reason they got that return number is because I refuse the package not because that actively tried to stop it from shipping by putting in a request. They didn't do this until after I called DHL by that time it was already too late the package was already in America in Jacksonville North Carolina about to show up to an address where I didn't reside. I had to continually do the foot work myself me the customer in order to get my money back and here it is may 29th and I still do not have my money and I also went a whole week with close to nothing in my bank account because of this company and I really don't appreciate how insensitive they were about giving me my refund and also very upset at how long the process of getting to them giving me a refund took and how hard I had to work to get my refund that still hasn't gone into my account yet. Keep in mind that these companies record all their calls (Farfetch and DHL) so everything I'm saying can be checked if needed and I saved emails for proof I really would like to sue for pain and suffering because they put me through a lot of mental trauma.
A Farfetch customer service (CS) representative (*** did confirm with *** on May 17th that his order had been canceled. However, *** received an email the next day (May 18th) from another CS representative (*** stating the following: "First and foremost please accept our most sincere apologies for the fact that you were informed that the order got cancelled when indeed it wasn't, I can assured you that this is not the level of service we aim to provide to our customers. I have contacted DHL and asked them to please stop this shipment and have it sent back to the boutique. Once we have the confirmation from DHL that this is being safely returned back to the boutique, we will refund you ASAP."
That same day, *** provided the following feedback in the customer satisfaction survey sent to request feedback on this email communication: "Thanks for the great service You provided. I know I wasn't the nicest person you've spoken with but I appreciate your tolerance with me and because of that you've acquired a lifelong customer."
On May 21st, a third CS rep *** also confirmed that ***'s order was not canceled both over the phone and via email. Ines's email stated: "As per our recent phone conversation, kindly be informed that indeed there was a glitch on our system that instead of having the order cancelled it automatically cancelled from the boutique it was coming from (Vitkac) and it get the same item from another boutique (Gente Roma), which is now in transit. At this moment my colleague from the management team, ***, is handling this for you and she is doing her best to have this successfully sent back to the boutique so you may be refunded as briefly as possible."
Regarding the request to stop delivery of ***'s order, as Farfetch is a UK-based company our delivery team partners with DHL UK on most shipping requests. When *** spoke to the DHL US customer service team, they unfortunately may not have been aware of Farfetch's communication with DHL UK for this reason.
Regarding the refund for this order, our financial records show that both of ***'s refunds have been processed - $173.23 for the cost of the item processed on May 25th and $10 for shipping processed on May 22nd. Proof of these refunds can be provided via email if required by ***'s bank.
I bought a coat from Farfetch and returned it on Dec 11th. However, until now Farfetch still haven't issued me the refund of $1438.63.
Purchase Date:Nov 27th 2017
Order Numbers:L4VZPP
Account Numbers: ***@gmail.com
Payment Amount:$1438.63
Payment Method:Chase credit card
Item Return Reference: XXXXXXX
Timeline:
Nov 27th 2017 Purchased the coat on Farfetch.com. I received email receipt as well as purchase information on Farfetch.com website under my personal account.
Dec 1st, 2017 Received email for DHL Express tracking, scheduled delivery on Dec 7th. I called Farfetch customer agent right away b/c I will be out of town for a month starting on Dec 6th. The customer agent initiated the return and refund process for me.
Dec 11th, 2017 Received email saying the merchant has been returned and refund has been issued back to me (refund process has been completed). However, I never received the refund since then. Therefore, I started the Chase Credit Card service to dispute the charges and kept communicating with Farfetch customer service.
Feb 2nd, 2018 Farfetch replied me to ask me to close my dispute from Chase. That is the only way they would issue me the credit back. However, I checked online for similar cases and others do not recommend closing the disputes.
Mar 8th, 2018 Chase closed my investigation saying Farfetch refused to refund due to long time. However, the reality was they should have refunded me on Dec 11th but they never did and it has been almost four months. I asked Chase to re open the case and provided them the new documents.
Mar 26th, 2018 Due to such a long time discussion with Farfetch. I got no information from both sides, I closed the investigation as Farfetch told me this is the only way to get the refund back. Then, I provided all documents to Farfetch proving I closed the disputes.
Mar 28th, 2018 They emailed me to deny any refund for no reason claimed... I called Kira, the manager from Farfetch customer service department and she told me to redispute from Chase and we can contact her directly for any furthur help. She said she would support me and help me get the dispute approved. However, she could not help refund since the payments team are in Europe and she had no idea or any help to get me the refund from the payments team.
I want to get a refund of $1438.63 from Farfetch, which they were supposed to issue me the refund on Dec 11th.
Mr. placed disputed the $1438.63 charge for order L4VZPP on December 11th 2017. The partner boutique that processed Mr. return sent a refund to his bank account on December 12th. On December 13th, our customer service team sent an email to Mr. confirming that his return was processed. However, because the charge had already been disputed by Mr. on December 11th the refund Farfetch sent to his account on December 12th was not processed by his bank.
As Mr. returned his order within our policies, Farfetch does agree that he is entitled to a refund. Farfetch has resent his full refund of $1438.63 to his bank account and on April 3rd, a member of our supervisory team contacted Mr. personally to confirm this information and provide compensation for the delay.
(The consumer indicated he/she DID NOT accept the response from the business.)
I spent 4 months to ask for a refund, they were supposed to refund me back in November. They claimed they did but they refused in march saying they have limits refunding and decided not to even they claimed they finished refunding back in Nov. I dont think this is what a business should do to customers. And they did not return full amount. I spent months calling for hours and.travelling to banks.during work. I will need more refund for cost they incurred.
Farfetch's return policy states that shipping costs are not refunded when an order is returned. However, due to the unique circumstances surrounding this case a request was submitted to refund the 10 USD shipping costs associated with Mr. purchase. Mr. will see two refunds - one for the cost of the item he returned and another refund for the shipping costs. An email has been sent to Mr. to confirm that his full refund is still processing.
Unauthorized Charge
On February 23rd, there was a charge for #3537.11 by Farfetch. I looked them up and contacted their customer service since it was a charge I did not authorize and I have never done business with them. The first customer representative stated that there was an order placed by my billing address to a different name and shipping address that he was not able to provide. He asked to go to my bank and chargeback the transaction. I closed my bank account due to this and because of that, the bank stated they were not able to do anything since I closed my account and am no longer a customer.
They asked for me to contact the merchant and explain that it is fraud and the company should reverse the charge. I called back and FarFetch stated that is is indeed fraud but they are not able to do anything about it.
MY DEBIT Checking has been hit due to this fraudulent charge. It's been over a month and I have not yet received the money that was taken out of my card.
I want the #3537.11 back into my card.
Farfetch can process a full refund for an order through one of two methods - either 1) the order is canceled before shipment or 2) the order is returned after delivery. For security purposes, Farfetch can only send refunds back to the original form of payment. The order placed with Ms. financial information was already in transit when Farfetch was informed that the transaction was fraudulent, so the order could no longer be canceled. The payment method used to place the fraudulent transaction was closed, so Farfetch is not able to process a refund. Should a formal investigation need to be conducted in order to retrieve the stolen funds, Farfetch is willing to comply with requests from a financial institution or legal authorities.