Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/09/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/29/25, I contacted Farfetch about selling them one of my ************* purses. I received a quote of ******. I was sent a shipping label and mailed Farfetch my purse on 1/30/25. In February, I was notified they could not authenticate my purse and that they would mail me my purse back in 10 business days. As of today, 7/09/25, I still have not received my purse. I have sent them over 12 emails asking for information on my purse. I have called them over 10 times and all they tell me is that issues is dealt with another company they work with and they dont have a contact number. That Im to email them which I do. All I get told by email is they are looking into it and will contact me back. And I never receive an email reply.

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told by Farfetch that my refund from Farfetch account to original mode of payment (my forex card) will be processed within 72 hours. It has been more than ******************************* that they have workload and are trying to expedite. This is utter rubbish that they can't process a refund of USD 201 because they have other work load and priorities

  Business Response

  Date: 07/17/2025

  Hi BBB Team,
  Thank you for contacting FARFETCH.
  We have resolved the matter with the customer directly.

  As of June 30th, we have completed the customer's request of having their refund be processed towards their original payment method.

  Valid proof of refund was attached to the e-mail confirmation sent and we consider this case to be solved.

  Thank you.

  
  Regards,
  Farfetch **************** Team

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 22, 2025 I place an order for a bluemarine pink sweater on Farfetch. The package was delivered on May 1. I noticed that the sweater has a defect and immediately initiated a return. On May ******************************************************************************************************* I shouldnt have to take responsibility on a damage I didnt do. I demand that they immediately send me a return label and refund me for the transaction

  Business Response

  Date: 06/25/2025

  Hi BBB Team,
  Thank you for contacting FARFETCH.

  
  We have resolved the matter with the customer directly.

  The item was received damaged by the store and there was no complaint prior to this. 
  
  Regards,
  Farfetch Customer Service Team

  Customer Answer

  Date: 06/25/2025

   
  
  Complaint: 23510904
  
  
  
  I am rejecting this response because: farfetch hasn’t resolved the issue directly with me. I returned the item in same condition it was received in. Farfetch is obligated to accept the return and refund me.
  
  
  
  Sincerely,
  
  
  
  Mimi Schwimmer

  Business Response

  Date: 06/27/2025

  Hi BBB Team,

  Thank you for contacting FARFETCH.
  
  We have resolved the matter with the customer directly and outcome was provided.

  The item was received damaged by the store and there was no complaint from the customer prior to this. 
  
  Regards,
  Farfetch Customer Service Team

  Customer Answer

  Date: 06/27/2025

   
  
  Complaint: 23510904
  
  
  
  I am rejecting this response because: I returned the item in the same condition it was received in. I genuinely liked the sweater and would’ve kept it if it would be the right size. Unfortunately I would need a size bigger, which they didn’t have, so I couldn’t repurchase it. Farfetch and / or the partnering boutique should show some kindness and empathy and accept the return.
  
  
  
  Sincerely,
  
  
  
  Mimi Schwimmer

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on April 23, 2025, which included a ******** ***** shirt At checkout, the ******** ***** shirt showed a lower price while it was in my shopping bag. However, I was charged a higher price once the order was processed approximately 634 MXN more.I immediately contacted customer service and submitted evidence (screenshots, timestamps), and I was told the price difference would be refunded to my account as store credit. That refund never arrived. Instead, I received a follow-up email saying that the adjustment was denied, without any valid justification even though I had submitted all supporting evidence.Later, I upgraded my Farfetch Access tier to Silver, which came with two discount codes: a birthday code and a welcome bonus. None of both worked.The code did not work at checkout. I contacted support again, and instead of fixing it, they replaced it with a worse version I explained this was unfair, and asked for the original offer to be honored. A female agent said she would check with her team and get back to me the same day. She never followed up. I was forced to go through with the purchase using the minimum tier ************, I am trying to use my Silver welcome bonus ***** MXN off when spending ****** MXN and it doesnt work either. I contacted support again. This time the agent ***** answered my call, kept me on the line for 18 minutes, and then hung up. I called again and was connected to him a second time. He did not apologize or acknowledge what happened. He simply said, Yeah, I already spoke to the team. They say there are system issues. Just pick another item.Every time I reach out for help, I get poor treatment, no solutions, and constant deflection. The agents refuse to escalate cases or offer serious assistance. Their behavior is unprofessional, dismissive, and disrespectful.I have spent over ****** MXN with Farfetch, and I strongly believe I do not deserve this kind of customer service.

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pair of designer shorts from Farfetch as a birthday gift for my son. They were delivered at 2:29 pm on 6/10 I immediately went to record the unboxing of the gift as I was excited for him he really wanted the shorts . I recorded the video at 2:31 pm only to open the box to just an invoice and tissue paper . I immediately called them and was told to send pictures of the box and I sent the video as well the box was not tampered with and in perfect condition when received and the pictures and video show that. After three days they email and say the box was the same weight at the warehouse and with fed ex so no refund . Which only proves the shorts were never put in the box. So I have no gift for my son or money to get him something else. I cant believe with the video and pictures they are treating a customer this way and I want my money back!!!

  Business Response

  Date: 06/16/2025

  Hi BBB Team,
  Thank you for contacting FARFETCH.
  We’re communicating with the customer directly to find the most appropriate resolution.
  Regards,
  Farfetch Customer Service Team
  
  

  Customer Answer

  Date: 06/19/2025

   
  
  Complaint: 23465379
  
  
  
  I am rejecting this response because: they are not working with me to resolve as they stated. I have sent them the video of me unboxing at 2:31pm after receiving the package from fed ex at 2:29 pm , no damage to the box at all only to see an empty box. All they keep saying is the box was the same weight at the boutique and fed ex which only proves that shorts were never put in the box !!!!! I want my money back this is unacceptable (the video or pictures keep saying too large to send I have sent them to the company the unboxing and time stamps from the video and fed ex delivery ) if there is an email address I can send it to for you to view please advise
  
  Sincerely,
  
  
  
  Aaliyah Gabriel

• Initial Complaint

  Date:05/29/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have placed an order from website called Fetch. I never received my order. I tracked my order every day to the day. It was supposedto be delivered on the day of delivery. I received a message from *** with a photo after looking at the photo the picture looks nothing my house at the time of the delivery. I had family at my house Waiting for this package that never arrive. I immediately called Fetch and did a claim on my package it took over a month for them tell me that the package was delivered when I had explained to them the photo is false. My house does not look like that photo therewas no signature for the package. **************** handled this issue very poorly. I was given the runaround and waited over a month and still they claim that my package was delivered.Very disappointing, especially from a company that claims to be who they are, but they are nothing but rip offs. I will never order from this website again, and I will make sure that my family and friends know about this rip off company.

  Business Response

  Date: 06/03/2025

  Hi BBB Team,

  
  Thank you for contacting FARFETCH.

  
  We have resolved the matter with the customer directly.
  

  We'd like to inform you we have reviewed the details on this case in regards to order WXKY5C/SGL176325375 and we're able to process the customer's refund in full - USD ****** - on the 3rd of June 2025.

  
  Regards,
  Farfetch **************** Team

• Initial Complaint

  Date:05/27/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The issue that I am raising is that I was misguided by customer service into purchasing a product.Before my purchase, I wrote in to Farfetch's customer service to confirm if the product listing is referring to the dutch oven. I've attached Farfetch's customer service team's response stating it's a dutch oven. I did NOT receive a dutch oven, and have attached pictures of the product that I *********** summary: The product that I received is NOT a dutch oven, even though it was conveyed to me before my purchase that it is a dutch oven by ***** Z from Farfetch's customer service team.

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 18, 2025, I purchased three pairs of ****** ***** x Fragment Air ****** 1 Low OG SP sneakers from Farfetch. Upon receiving the items, I realized they did not fit properly and decided to return them. Since I work in *************, I dropped the return package off at the nearest *** locationStore #****on February 21, 2025. Ive attached a copy of the proof of drop-off receipt for reference.After waiting approximately three weeks without receiving a refund, I reached out to Farfetch for an update. They informed me that they had initiated an investigation, and Ive included the email correspondence regarding this below. A few days later, the tracking status of my return package changed from "Investigating" to "Claim issued to sender," indicating that *** had issued a claim payment back to Farfetch for the lost return.Despite this, Farfetch contacted me ************************************************** a refund. This is extremely frustrating and unacceptable. They have already received reimbursement from *** for the lost package, yet are refusing to refund my money. I have cooperated fully throughout their investigation and provided all required documentation.All related communications and evidence are attached below. At this point, it feels like Farfetch is taking advantage of me, withholding both my returned merchandise and my refund. I hope this issue can be resolved fairly and promptly.

  Business Response

  Date: 06/04/2025

  Hi BBB Team,

  
  Thank you for contacting FARFETCH.

  
  We have resolved the matter with the customer directly and informed him we'll be unable to process a refund for this order as it wasn't successfully returned.
  

  Unfortunately, there is no evidence that this parcel was handed over to the courier, which was confirmed by them and their local team. As a result, we are unable to proceed with a refund.

  Regards,
  Farfetch **************** Team
  

  
  

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ******* *****, and I am contacting you regarding order number Y3PDT8. My email is mailto:******************************, and my shipping address is ******************************. 4B, *******************Despite numerous attempts to resolve this matter, I have yet to receive my order, which was incorrectly marked as delivered. I contacted ****** who opened a case (Case No. C-190139536) and subsequently deemed the package lost, as the delivery driver was unable to retrieve it from the location where it was allegedly delivered.Additionally, there were several inconsistencies throughout the shipping process, including multiple claims of delivery attempts that did not actually occur. I have contacted your customer service team multiple times in an effort to speak with a manager, but my requests have consistently been ********* this point, I am formally requesting a full refund to my credit card for the undelivered order. I believe I have made every reasonable effort to resolve this amicably and promptly, and I am disappointed by the lack of support and transparency throughout this process.Please confirm receipt of this message and provide a timeline for when I can expect my refund to be processed.

  Business Response

  Date: 05/30/2025

  Hi BBB Team,
  Thank you for contacting FARFETCH.
  We have resolved the matter with the customer directly.

  After thoroughly investigating the matter, our delivery team has confirmed with ***** that order Y3PDT8 was correctly delivered and signed for at the address provided at the time of purchase. A signed proof of delivery, issued by the *******, has been shared with the customer. As the delivery was completed in accordance with our terms and conditions, we are unable to accommodate customer's request for a refund.

  
  Regards,
  Farfetch **************** Team

  Customer Answer

  Date: 05/31/2025

   
  Complaint: 23347198
  
  I am rejecting this response because:
  
  There was a case opened by ***** & they confirmed the package was missing !
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a pair of jeans and they didnt fit. I returned them and placed another order for a different pair of jeans on February ******. Order number was 28Z8PG. On February 13 the package was held in customs with ****** The order sat for 2 more weeks. The item was never delivered and I requested a refund back to my card for ******. After several back and forth emails, they continued to tell me that they were going to investigate and refund my payment. Finally after a month, I threatened to file a charge back and their next email was that the order was delivered and the tracking number disappeared. All communication stopped and I filed the dispute with my bank. ******* then told my bank that the item was delivered and the bank wants to reverse the credit. So now I am out of money for an item that Ive never received. When I look in my account there is a credit that I do not want. I want my money and to never do business with them again. They are liars and crooks. I want my refund. How do you force someone to purchase from you because you didnt deliver the first item. That is a scam. I demand a refund as I will be filling a complaint with the **** as well and then an attorney. This is literally theft.

  Business Response

  Date: 04/30/2025

  Hi BBB Team,
  Thank you for contacting FARFETCH.
  Were communicating with the customer directly to find the most appropriate resolution.
  Regards,
  Farfetch **************** Team