FarFetch Reviews (%countItem)
FarFetch Rating
Address: 2301 E 7th St STE A250, Los Angeles, California, United States, 90023-1051
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Farfetch refuses to refund me for a parcel that was not delivered to me.
I placed an order for a pair of boots on February 21 they were shipped on February 23 and the delivery was not made to me on February 26th. I called DHL to explain that the package was not delivered to me, DHL did an investigation and informed me that someone came out of my place of residence and claimed the package. I am formed DHL that I was at work that day and that I had left a note downstairs in the lobby of my building for DHL to ring the doorbell and leave the package with the leasing office and that never happened. DHL then close the investigation by concluding that the package was delivered correctly. The package was not delivered correctly because it was not delivered to my door or signed for by me instead DHL informed me that someone walked out of the building that I live in and clean the package. I reported this to far fetch and inform them what went on in that I didn't receive my package far fetch in return did their own investigation and has had me waiting 30 days or longer to conclude the investigation. After being given the runaround by far fetch I was finally towbar manager that the claims department denied the claim based on what was reported to them by DHL . The problem is that far fetch is siding with DHL although DHL clearly stated that the driver did not enter my building did not it did not Deliver the package to my apartment or to the leasing office. The package was given to someone who may have spotted the note that was left for DHL On the Entrance door to the building where I live and that could have been anyone who was visiting the building that day. I've informed both far fetch and DHL that I was called into work that day and that the building manager went over the video footage from my building from the cameras that record daily and we both watched as there was no DHL truck to pull up in front of the building to make the delivery the stranger who walked out had to walk down the street to collect the package the DHL truck was not in front of my building when the package was given. Far fetch should not be allowed to side with DHARMA L when DHL did not make the delivery correctly their policy states that the delivery should be door to door and that was not door-to-door delivery.
A full refund for the product that was ordered that I did not receive.
After completing a detailed investigation into the delivery of Mr. parcel, Farfetch has confirmed that it was successfully delivered. A member of Farfetch's Customer Service supervisory team has taken over Mr. case personally and will be contacting him as soon as possible with more information.
(The consumer indicated he/she DID NOT accept the response from the business.)
The parcel was not delivered to me successfully, dhl states that some one came out of my residence to claim the package and that's the first issue.... I informed Farfetch that I live in a court way building where residents leave notes for carriers like I did the for dhl and that the traffic through the building. I don't know who read the note for delivery instructions ( dial leasing off for entry to the building ) and went to the delivery truck with no identification to claim the package but it was not me. The deliver police states that's its door to door service which is the second issue I have with Farfetch concluding that the parcel was delivered correctly. The address listed for me has a apartment number listed and that's where the parcel should have been delivered not on the street. My building has cameras and I viewed the footage for the deliver date that I was at work on with my building manager and the dhl truck was not even in front of my building at the time of the delivery which I alerted dhl as well as Farfetch of this. So again how was my parcel delivered correctly ? Farfetch has chosen to ignore these facts and not take proper care of a loyal returning customer. I have dhl on my voice mail stating the very mistakes that were made with this order and neither company disputed that the pacel was not delivered to my residence but instead delivered on the street and that's not the door to door service I paid $30 dollars to have. As a direct result of this negligence I am now out of $700+ with out a proper cause. I don't have the product I ordered or my money due to negligence that had nothing to do with me...
Based on the results of our investigation, Farfetch stands behind the decision to not refund for this purchase. We understand that this may come as disappointing news for Mr., however, we encourage Mr. to reach out to his local authorities to file a formal police report. We of course, will cooperate with any investigation on their end. Should Mr.' financial institution have further follow-up questions, we are also prepared to provide any necessary information, however, again we will not be able to refund for this purchase. If Mr. has additional follow-up questions or concerns, he can reach out to our Customer Service Management Team.
(The consumer indicated he/she DID NOT accept the response from the business.)
What are the results of your investigation? If they are that of DHL delivered the parcel to a person and or place that's was not my address giver when I placed my order then your investigation should have corresponded to a refund not being placed with me... I've just filed with my financial institution as well.
I ordered a dress online and what came in the mail appeared to be a cheap knockoff/counterfeit of the dress I ordered. I have pictures.
Order no. JKFEPW for "Marchesa Notte Floral Embroidered Gown," for $502.50, placed 03/12/2018. Item received 03/21/2018. The dress received looked vaguely similar to the dress ordered, but with a significantly different neckline, backline, embroidering, and color. I contacted the business on 03/22 asking for the dress I ordered to be provided, no resolution.
I want the dress that I ordered, and I want this business to stop selling counterfeit items.
Ms. purchase of a Marchesa gown was processed and shipped directly from the brand's New York boutique, as Farfetch partners directly with Marchesa to process all orders of their merchandise on our website. While the brand has confirmed that a sample dress was sent to our production team and shot for our website, we do believe that there are serious variances between the dress Ms. received and what is pictured online. Farfetch's Customer Service team is currently working with the Marchesa team to gather more information and determine if the incorrect item was sent to our customer. This case has also been escalated to the Customer Service supervisory team who is directly monitoring this case. A Farfetch representative will be updating Ms. as soon as possible once Marchesa has provided an update.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for refunding my purchase. I shipped the knock off dress back to you. If you get the real thing, id really like to order it!
This company supports credit card fraud!!!
This company supports credit card fraud!!!
I had a fraudulent charge billed to my card and immediately called my bank and the company to dispute the charge. The company would provide no details about the transaction in order to help apprehend the thief or cutoff future ability to commit the same fraud repeatedly.
I asked their customer service if they would have provided the information to me given I had the billing information already and they said they would, but since it has been reported as fraud, they have to protect the shipping and order information of the criminals and their fraudulent purchases.
I guess farfetch needs sales from any source!
I would like the order information and shipping address so it can be provided to the proper authorities without delay.
On March 20th, a fraudulent transaction was placed using Mr ***'s financial information. As stated in our Privacy Policy, Farfetch partners with third party credit reference or fraud prevention agencies to perform anti-fraud checks. Due to this check, the fraudulent transaction was canceled by Farfetch within about 7 hours of being placed. Legally, Farfetch can only provide information regarding fraudulent transactions to either a) law enforcement or b) the financial institution that processed the transaction. Farfetch is willing to fully comply with any investigation from either of these parties.
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe this company is hiding behind the premise of privacy protection where no such obligation exists.
They are siting UK privacy laws in spite of the transaction being processed entirely within the United States.
Most importantly, they're own policies would have allowed me to access the order and shipping information using only my billing information as verification, which I provided. It was only because I indicated the transaction was fraudulent that they could not accept the billing verification as legitimate and allow access to the order information. This means that the policy they are trying to hide behind specifically contemplates the protection of criminal activity and I would love for someone to direct me to the law in any country that supports that action - it is complete nonsense.
The order was cancelled so quickly because I called my bank within 15 minutes of the transaction attempting and had called the company three times during that same time period, I sincerely doubt this was something they would have caught on their own.
By the time the credit card company and/or policy follow up on this, the information will be useless, which I believe is an intentional effort on the part of the company to support a criminal enterprise.
Farfetch will provide the requested order information and shipping address to law enforcement or Mr. financial institution. Unfortunately, we have not been contacted by either party. As previously mentioned, Farfetch is willing to fully comply with any investigation from either of these parties.
I ordered a t shirt which was never received and sent back to the shipper. I never got back the full amount of $139.
Order Reference
3A6VBS
I never got this order and it was automatically sent back to the shipper. Waited all day and called farfetch dozens of times. Received a partial refund of 125.10 but missing the $24.00 shipping refund. NEVER EVEN RECEIVED THE PRODUCT> CARELESS CUSTOMER SERVICE>
Refund the shipping cost of $24.00 because the product was never received!
For order *** / BGHXXXXXXXX, our customer was charged 125.10 USD for the purchased T-shirt and 24 USD for shipping costs (total: 149.10 USD). A refund of 125.10 USD was processed on January 15th and a 24 USD refund was processed on January 18th. Both refunds were sent to the original form of payment. Refunds can sometimes take up to 14 business days to process according to the customer's financial provider, so this may be why the customer has not yet seen the 24 USD refund.
I used this site a few times in 2015, but when I finally decided it check it out again, they said my account didn't exist. Went back and forth with customer service for weeks and they told me they changed my email address to someone else's email. No email asking to confirm the change or anything... I had $300 credit on the account and now stolen. Don't bother with this site, there are better businesses that will actually care about customers' account security.
Hi ***
I appreciate you bringing this to our attention. I've looked into the communication for your original request with our customer service team and I'm having our tech team take a second look since I was able to locate your account information with the email address and order number that you originally provided. Apologies for the headache. This was definitely our error. I'll follow up with you via email soon once I hear back from our tech team.
Hi *** I appreciate your patience and understanding in this matter. I've sent you an email with the information for your account and your credit. If you have any remaining issues or concerns. Please feel free to reply to the email.
I didnt receive my package and I contact them but they didn't record my problem. I cantact Again and still not resolve the problem.
I bought the item Vivinne Westwood Larissa ring at oct 2nd, it cost 260bucks, but I never received the package, while the website said the item was delivered. My Farfetch is is XXXXXXXX, delivery number is 1ZAFXXXXXXXXXXXXXX, carries by ups. So far I have called Farfetch twice, one at October 5th, another at oct 20th, and I haven't heard back since.
I want Farfetch send me my stuff or give me refund
According to UPS, the investigation regarding the delivery of order WSDE6U is still pending until November 2nd. Unfortunately, a refund cannot be processed prior to the investigation being concluded, but if the package is not located Farfetch will absolutely process a full refund. A customer service representative and a member of the Farfetch Customer Outreach team are monitoring the case to update the customer immediately once the investigation has concluded. This case has also been reviewed by a member of the Farfetch customer service supervisory team.
(The consumer indicated he/she DID NOT accept the response from the business.)
Farfetch says that ups confined that I confirms that I received my package. However, I have never received my package and have no way to confirm that. I believe they are lied. I need my refund or my stuff. I will not satisfy the lie they made that I did receive, because if I receive why should I say that is lost and trying to find it???????
According to our delivery team, our re-opened investigation with UPS is estimated to be concluded in one to three business days. A member of the Farfetch Customer Outreach team has attempted to call the customer two times on Tuesday November 14th and has sent two emails (one on Tuesday November 14th and one on Friday November 17th) but the customer has not responded. Once our team has received confirmation that the investigation is concluded, we will reach out to the customer again.
(The consumer indicated he/she DID NOT accept the response from the business.)
My package is Lost!!!!!!!someone should be responsible for that! Do something instead of tell me it is delivery! That's not work!
I placed order 9PN9G9 ,8Q5C7N and W9GTEU on 04/09/17 .Farfetch hold my order and asks $8000 additional payment from me.
I placed order 9PN9G9 ,8Q5C7N and W9GTEU on 04/09/17 .One item(Thom Browne coat)in order W9GTEU has been shipped after Farfetch received my order.However,Farfetch hold other items without my permission after the payment.On 08/09/2017,the customer service told me these items are out of stock.However,I can find these items are in stock on their website.after contacting to them again,they asked me to pay an additional $8000 for the orders.I've never seen anything so ridiculous.
I think this is consumer fraud.And according to American law,it is illegal to evade merchant through hidden items.
I don't accept refund.I require the merchant to deliver the goods immediately.If the merchant cancels the order,I ask them to compensate me for $2000.
I don't accept refund.I require the merchant to deliver the goods immediately.If the merchant cancels the order,I ask them to compensate me for $2000.
Please refer to Revdex.com case #XXXXXX as Farfetch believes this is the same person submitting a complaint via two different identities. The billing addresses, shipping addresses, and phone numbers for both customers match.
Section 7B of Farfetch's Terms and Conditions state the following:
"Whilst we try and ensure that all details, descriptions and prices that appear on the Website are accurate, as this
information is provided to us by the Partners, there may be cases where errors occur. If we discover an error in
the price of any products that you have ordered, we will inform you of this as soon as possible and, acting on
behalf of the Partner, give you the option of reconfirming your order at the correct price or cancelling it. If we
are unable to contact you, your order will be treated as cancelled. If you cancel and you have already paid for
the products, you will receive a full refund as soon as possible."
The Terms and Conditions are always available on Farfetch.com for our customers to review. Furthermore, the beginning of the terms do state the following:
"These terms and conditions (together with the information and policies contained in the "Customer Service"
pages on the website and any other documents referred in these terms and conditions) ("Terms and Conditions")
set out the legal terms that apply to your use of our website http://www.farfetch.com,any of its sub-domains and
any other websites operated by us or on our behalf and any mobile device application or desktop application
developed by us or on our behalf (together, the "Websites" and "Website" being a reference to any one of them)
and the other services that we provide (the "Services").
Please read these Terms and Conditions carefully and make sure that you understand them before using the
Services. Please note that by using the Services, you agree to be bound by these Terms and Conditions. If you
do not accept these Terms and Conditions, you will not be able to use the Services and you should leave the
Website immediately. If you continue to use the Website or if you order products, we will take this as your
acceptance of these Terms and Conditions."
Our customer was contacted as is required through the Farfetch terms and conditions. Furthermore, it was confirmed that the items were not "out of stock" but only not available at the price the customer originally paid.
(The consumer indicated he/she DID NOT accept the response from the business.)
1
I just submitted a complaint on Revdex.com, and I don't know what another complaint number farfetch says. If this is a way you shirk responsibility, it is very shameless. If this is your system error, you should correct it immediately and apologize to me for your rudeness.Farfetch is a lawless businessman.
2
When I placed an order on farfetch, it means that my contract with farfetch has been signed and that both parties must comply with the terms and conditions. If farfetch defaults, it must go through legal channels. But, as a business, farfetch has no basic integrity, bad attitude to customers, is really very shameless.
3
The terms mentioned by farfetch have never been shown to me before I buy them. They kept the terms quietly hidden from customers' notice. And once they cheat the guests, take these terms to threaten the guest and shirk responsibility. Moreover, according to American law, the provisions without prior notice are invalid and the extremely unfair terms are also invalid.
4
I ask farfetch to compensate me for all my losses and compensate me for my mental loss, and I reserve my right to file a lawsuit.
As a business, we do understand that an error like this doesn't create a positive shopping experience, but our customer facing support team acted and communicated the issue within 24 and 48 hours respectively since there were multiple orders placed a day apart. Communication was made regarding the pricing issue and options were provided in accordance with our internal practice and as laid out on our Terms & Conditions. Although we do our best to ensure that pricing information is uploaded correctly prior to items going live, in this instance, we absolutely made a mistake. This was human error on our part, but we did our due diligence in informing the customer of the mistake as soon as the error was caught and delivered 3 of the items at a roughly 90% discount without asking for additional payment. When the customer informed us that they didn't want to pay the difference for the remaining items that were still pending, the order was canceled per our Terms & Conditions and 10 GBP of credit was issued as compensation for each canceled shipment in addition to the full refund for each product. On top of the credit, we offered 20% off of the existing orders if the customer decided to keep the orders standing. When the customer informed us that they didn't want to pay any additional amounts, we still gave the customer a 20% off promotional code for a future purchase. Our management team has reached out to address the customer's concerns and are waiting for the customer to confirm an appropriate time for a call back.
I bought a jacket and a Polo shirt in August 22nd, and the order number is X8E5YY. Goods are lost in transit. Ask for full compensation.
I bought a Kenzo bomber jacketXXXXXXXXand a Moncler Polo shirtXXXXXXXXin August 22nd, and the order number is X8E5YY. Goods are lost in transit. Ask for full compensation.
According to the shipping information, the goods are signed by a person I don't know. I can't find the parcel.The seller also acknowledge that the goods have been signed by the wrong person during the exchange process, but they still refuse to refund the money.I ask the merchant for a full refund and apologize.
I demand full compensation from the merchant and compensate me for the $400 mental loss.
After a formal investigation involving our delivery team and DHL, Farfetch received the following information about the delivery of order X8E5YY (two separate shipments, DHL tracking numbers XXXXXXXXXX and XXXXXXXXXX):
"Both DHL and delivery contact number have confirmed those two packages has been delivered. PS: delivery address is a redirection company, but we've confirmed with this redirection company that they've already received these packages and forwarded them to this customer."
Furthermore, Farfetch has received other reports of lost parcels under different email addresses but with similar order details, leading Farfetch to consider that the multiple lost parcel reports may or may not have been sent from the same customer.
Currently we have the following email addresses that may or may not be connected to this one customer:
- ***@163.com (email address used to place order X8E5YY)
- ***@163.com (received request to send customer service communication regarding order X8E5YY to this email address)
- ***@163.com (order 4WNYHR reported as lost, similar order details as order X8E5YY)
- ***@163.com (order YBTHSJ reported as lost, similar order details as order X8E5YY)
As Farfetch has received no supporting information to delclare the customer's order as lost, the Farfetch customer service supervisory team has concluded that a refund of the customer's order cannot be processed at Farfetch's cost.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have only two email address (***@163.com and ***@163.com).
farfetch blocked the first one, causing me not to use it normally. I had to change my email to the second one.Farfetch did not carry out any investigation, my address is not transshipment company address. If farfetch sends the parcel to the transshipment company, this means sending the wrong address. farfetch refused to communicate with me, shirking the responsibility of losing parcels, it was just anger. I ask them a full refund and compensation for my mental loss.
Document Attached***
A previous order delivered to the same address was also declared lost and the exact same process was completed (order 4WNYHR, email address ***@163.com).
I placed 2 orders(order number AZ2XEE and NSKLK5from farfetch.com.Farfetch cancelled my order without my permission after received my money.
I placed order AZ2XEE on 03/09/17 and order NSKLK5 on 04/09/17.One item(Thom Browne Pouch)in order NSKLK5 has been shipped after Farfetch received my order.However,Farfetch cancelled other items without my permission after the payment.On 06/09/2017,the manager called *** told me these items are out of stock.However,I can find these items are in stock on their website.In fact,After they received my order, they turned it back and sold the goods to me at this price,which is bad consumer fraud.
I asked farfetch to ship the goods according to the original order or compensate me for 2000 dollars.
Our customer placed two orders - AZ2XEE on 03/09/2017 and NSKLK5 on 04/09/2017. Due to a temporary technical issue, the prices for the items in this order (all from the brand Thom Browne) were displayed with incorrect prices (prices displayed at time of purchase reflected an estimated discount of about 90%).
The customer was initially contacted by senior customer service adviser *** C on Tuesday September 5th via email. In this email, the following was communicated:
"I am so sorry that the processing of your recent order has been delayed. As it turns out, our Farfetch partners that are processing your order (Stefania Mode and Thom Browne London) have confirmed that the prices of the Thom Browne pouch and cardigan may be incorrect. We are currently working with our team to confirm this information as soon as possible.
If the prices are incorrect, we will be happy to offer a 20% discount on the correct prices as a courtesy for this inconvenience. If you are not interested in purchasing the items at the correct price, we will process an immediate refund of your order and will gladly provide a discount towards a future purchase."
The customer never confirmed that they would pay the remaining cost (including the 20% discount) so the customer's orders were canceled. The customer received three "no stock" credits of 10 GBP each and an additional 15% discount in the form of a promotional code.
The customer spoke with *** C again today, Thursday September 7th. Farfetch has phone call recordings of this conversation, including the confirmation that the items were not "out of stock" but only not available at the price the customer originally paid. *** C also acknowledged that the automated emails confirming the customer's cancellation may have stated that the items were out of stock. Previous communication via both email and phone confirmed that the issue was only a pricing error and never a stock issue.
Section 7B of Farfetch's Terms and Conditions state the following:
"Whilst we try and ensure that all details, descriptions and prices that appear on the Website are accurate, as this information is provided to us by the Partners, there may be cases where errors occur. If we discover an error in the price of any products that you have ordered, we will inform you of this as soon as possible and, acting on behalf of the Partner, give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, your order will be treated as cancelled. If you cancel and you have already paid for the products, you will receive a full refund as soon as possible."
The Terms and Conditions are always available on Farfetch.com for our customers to review. Furthermore, the beginning of the terms do state the following:
"These terms and conditions (together with the information and policies contained in the "Customer Service" pages on the website and any other documents referred in these terms and conditions) ("Terms and Conditions") set out the legal terms that apply to your use of our website http://www.farfetch.com,any of its sub-domains and any other websites operated by us or on our behalf and any mobile device application or desktop application developed by us or on our behalf (together, the "Websites" and "Website" being a reference to any one of them) and the other services that we provide (the "Services").
Please read these Terms and Conditions carefully and make sure that you understand them before using the Services. Please note that by using the Services, you agree to be bound by these Terms and Conditions. If you do not accept these Terms and Conditions, you will not be able to use the Services and you should leave the Website immediately. If you continue to use the Website or if you order products, we will take this as your acceptance of these Terms and Conditions."
P.S. A portion of our customer's order NSKLK5 was accidentally processed, shipped, and delivered. Farfetch has not requested for the customer to pay the additional cost to cover the full amount of this purchase.
(The consumer indicated he/she DID NOT accept the response from the business.)
The merchants said that the goods were only out of stock when I bought them, which was ridiculous. The website announced the price of the goods, which means that the offer was made. The consumer made an order on the Internet and completed the payment. It meant accepting the offer. The contract between the two parties was established and entered into force. The website unilaterally closes the order and has no legal procedure to cancel the contract without authorization. This is a clear breach of contract and should bear corresponding responsibility. At the same time, before I went shopping, the merchants never told me that the price was wrong. And it is against the law to circumvent the responsibility by hiding the terms.The cancellation of the order was a great loss to me, so I asked the merchant to deliver at the price of the original order or compensate me for $2000 .
Again, we do understand the customer's frustration, but our management team is aligned on this decision. Unfortunately, no additional compensation will be given for this customer. The price of the items were uploaded in error and the customer was immediately informed. The discount was again roughly 90% off of the correct price and the Thom Browne website reflected that per the screenshots that were last provided. As per our terms & conditions that are easily accessible on our site, the customer was informed of the error, given the option to keep the order standing with the difference paid or to cancel the order. Our team offered a 20% discount on the correct price to incentivize the customer to keep the order standing but the customer refused so the order was canceled. There were multiple Thom Browne items that this customer ordered that were all around 90% off of the correct price. As previously stated, several of these items delivered. Any orders that were still with the boutique, we gave the customer the opportunity to pay the correct amount, but the customer understandably, has refused. As a result of the customer's decision to not pay, orders were canceled, 20% compensation was still given, and credit was added to the account for each canceled shipment. At this moment, no additional monies are owed, the customer wasn't forced to accept anything and our management team agrees that this customer has been compensated more than most for this situation. We gave the customer the option of keeping the order with the correct price and customer didn't accept.
We do again, understand that this situation is extremely frustrating for this customer and take full responsibility for the pricing error. We will do our best to manage our customer's feelings and their experience, however we will not be issuing additional compensation on top of what has already been given.
(The consumer indicated he/she DID NOT accept the response from the business.)
Farfetch can easily adjust the price of the site.After I placed an order,Farfetch adjusted the price very high to fake the false appearance of price.Thom Browne handbag is priced at US $900, I received about 70 percent off discount. This is a normal range of discounts.After I placed the order.Farfetch changed the Hong Kong price to $1400.Farfetch has the right to modify the price freely,but it is against the law to force me to accept their price,especially after I have signed the contract with them.
In addition, farfetch deliberately makes the terms "invisible" and forces customers to accept what they call terms. It took me an entire hour to find what they called the terms on their website. And I have never agreed to such terms. Such unconscionable terms are also against the law
Farfetch gave no compensation for the incident. I'm not going to shop in a cheater shop. I asked them to compensate me for 2000 dollars and compensate me for my mental loss.