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Business Profile

Online Retailer

FarFetch

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 233 total complaints in the last 3 years.
  • 82 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/18/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Decemeber 18,2023 ********************************* 100 ******************** Apt.15 JS ************** , ** ***** Better Business Bureau RE: Farfetch case #WMW9NB ************************** written in response to your request to my dispute with Farfetch Merchant .Date of purchase 11/15/2023.I have made a purchase at Farfetch for $630 for Two Jackets one size Medium and one size Large this was way I could try them on and decide what size to keep and what size to return.Unfortunately, I have never received what I paid for. Neither I or anyone authorized by me has signed for or received missing merchandise!I live in the High rise building and all mail deliveries got to the Concierge desk ,I was informed on the day of the deliver by Concierge that my package delivered damaged( images uploaded separately).Delivery box was completely ripped on each side ,re-tapped and had Black marker sign come like thisDelivery box had only one jacket inside and not two that I paid for.I contacted Merchant immediately and was told not to worry that they will investigate and refund money for the missing jacket.The following day I received a phone call from ************ at *********,** and CSR informed me that they are returning a phone call that ***** received package ripped and that ***** driver re-tapped it and placed a sign on it come like thisI have made multiple attempts to resolve this situation with merchant by calling and via email( uploaded email communication into file).I was assured my the Merchant that I will get my refund since they concluded that it was ***** who failed to deliver what I paid for, unfortunately I got not refund 1 month later.It has been very disappointing experience with the Merchant considering I am their customer for many years and this is the first time incident like that took place.Please resolve my dispute and issue my refund/credit$315.25 for the jacket I paid for but never received.Sincerely.**** & ******, ************

  • Initial Complaint

    Date:12/13/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 purchased a package from Farfetch. When receiving my package nothing was in it. I caught the driver before he left and told him nothing was in the package. He pretended to call his manager and I just got an email stating that the weight was the same so I cant be refunded. This is a lie!!! The items were in a bag that was torn open and empty so it is impossible it was the correct weight!! I need a refund! Order number: 2XPTNQ

  • Initial Complaint

    Date:12/12/2023

    Type:Product Issues
    Status:
    Unresolved
    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 package I received which was supposed to contain a Diesel belt was, in fact, empty. I would like the merchandise that I paid for to be delivered as promised. I contacted the customer service and explained the situation, but to no avail. This is fraudulent and criminal behavior. Either send me the item that I paid for, or issue me a refund.

    Business Response

    Date: 01/10/2024

    Hi Team,

    We can confirm with our partner boutique that the item was in the package when shipped.
    Also, the weight of the package was recorded when it was sent and the courier has confirmed it was the same when it was delivered

    The customer has already been informed of this and Farfetch considers this matter closed.

    Regards

    Customer Answer

    Date: 01/11/2024

     
    Complaint: 20995950

    I am rejecting this response because: this business has committed fraud against me

    Sincerely,

    *************************

  • Initial Complaint

    Date:12/12/2023

    Type:Product Issues
    Status:
    Unanswered
    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 purchased this bag on 11/24 and received it on 11/29. I returned it on 12/4, This item was never taken out of the box and remained in the dust bag the entire time it was in my possession. I had this item for 72 hours. On 12/4 a courier picked up the package and shipped it back to the merchant. The package was received by the merchant on 12/8. I received and email last night saying that the condition I shipped the bag in was different than when I purchased it. That is not true. This item was unopened and sent back within the first available courier pick up that the merchant provided. I am not paying for an item that I do not have, no longer need and that was returned in perfect condition and within the confines of their return policy. This merchant is lying. This is a $2,000 purchase and absolutely not a joke.

  • Initial Complaint

    Date:12/04/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 returned two items and was only credited for one. After an investigation Farfetch accused me of being dishonest. Not considering that whoever processed the return could have been dishonest. Their excuse was that the weight was lighter than the original shipment. But I explained to them the box was smaller. So they stole my money and accused me of lying.

  • Initial Complaint

    Date:11/29/2023

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Retailer advertises one price and then charges a different price. Originally the item was $98 but they charged $195

  • Initial Complaint

    Date:11/17/2023

    Type:Product Issues
    Status:
    Unanswered
    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 one order on Farfetch website on October 2nd 2023 by paying $300.35 ***. It said it has been delivered on October 6th 2023 . The package has been received and signed by ****** who I dont even know. I contacted with Farfetch and sent them the tenant list of my building which has no ****** on it. They refuse to get me my money back. I paid $300.35 but got nothing. I called Farfetch and emailed them. They said they have sent me the package and refused to offer a refund

  • Initial Complaint

    Date:11/17/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    08/11/2023: Farfetch Amount:$3478.07 I ordered a bag from them on Aug 10th and I flew out of country on Aug 13th and extended my travel and came back on due to family emergency.The email confirmation said that the bag wont be delivered without signature confirmation and me and my husband both were traveling. I never received the item and they are saying it was delivered to my address and denying that it wasnt. I would like to know whose signature they got on the delivery as there was no one in my household at that time.Attached the email from farfetch saying that someone must be at home if not they will send me another email for redelivery.

  • Initial Complaint

    Date:11/17/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Oct 26 my brother purchased a bag from them and It was due to arrive by November 1st mind you I had to fly out by November 5th out of the country . for some reason they kept delaying my package by the time I checked it wasnt going to arrive tell November 6th . On the 6th they attempted to deliver it but of course no one was home snd a signature was needed on the 7th they tried again since I live alone they werent able to deliver it . By this point I knew it was going to be held at a ***** store or returned and I was okay with that. Since the item wasnt delivered when promised . As long as I received my money back . On the 8th an email was received that the packaged was signed for by the initials looking like JB but it said it was signed off for by my brother ?! Even though the package was named after him I know there is no way he went to my house to pick it up since he lives no where even by me ! So I contact them letting them know my package was not outside my home when I arrived back into town on November 9th later then 10 pm ! And first said they couldnt do anything since according to delivery guidelines all they need is a signature not mines ! But I explained that they wrote it was signed by my brothers name just because its the name on the package but the signature doesnt even match the name !! Its as if any signature was signed and the package was just left there! They asked for proof that I wasnt in town I provided all my flights and times of arrival and they still wont refund me for an item I didnt even receive!!! I have provided all proof that this item was never in my possession or that anyone i know signed for it since I live alone ! And they continue to say that they are not reliable ! Its heartbreaking cause this is a lot of money to pay for an item you never received

  • Initial Complaint

    Date:11/09/2023

    Type:Product Issues
    Status:
    Unanswered
    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 returned an order that was DAMGED. I notified farfetched upon delivery and was told to send it back, which I did,Now farfetched is refusing to refund me Order number 32SPW8

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