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:12/13/2024

  Type:Sales and Advertising 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 and order for sunglasses for my wife for Christmas. The package arrived and the box included an empty sunglasses case without any sunglasses inside. I immediately called the company to let them know what happened, and followed their instructions by sending pictures and and email claim. The responded saying that they cannot remedy their mistake because the weight of the package that left their facility matched the weight of the package that was delivered to my house. Someone on their end clearly made a mistake before they packaged the glasses and didnt include them in the case. I refuse to pay $300 for a case without the glasses I ordered.

  Business Response

  Date: 01/06/2025

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

  We have confirmed with our stock point that the SAINT ******* monogram-hinge oval-frame sunglasses were shipped in the package received by our customer.

  The courier confirmed that the weights were consistent throughout the delivery journey of the package. Customer informed us via email that the package was received completely sealed and without any signs of being tampered with.

  Therefore, we don't have evidence suggesting the item wasn't included and we cannot accommodate customer's request for a refund. 

  Also, customer initiated a chargeback with his payment provider. As of now, an investigation between the financial institutions of both parties is being carried out. Customer should refer to his bank for further details on the dispute as customer service is unable to assist further. 

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

• Initial Complaint

  Date:12/11/2024

  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 November 30, 2024, I received a dress purchased from FARFETCH. On December 2, 2024, I contacted the company regarding issues with the item and their return policy. Despite providing clear evidence that the mobile version of their website did not indicate the item was final sale at the time of purchase, FARFETCH has refused to honor a return.Additionally, the quality of the product is not as expected. The beads on the dress are falling off, which is unacceptable for a premium-priced item and the main reason for wanting to return the dress. FARFETCH has been neglectful in addressing my concerns, ignoring the evidence I provided, and offering inconsistent explanations. Their customer service team claimed discrepancies between website versions but failed to take responsibility for the lack of transparency on their mobile platform.They have provided irrelevant evidence, showing a desktop version of their website with price of $2,407.00, while the original price I was going to pay for the item was ********. When trying to complete the purchase they notified of a pricing adjustment to the higher price they have on their so called proof. However, at no point during the purchase process was I informed that the item was final sale. This lack of transparency is misleading and unfair to consumers.I am requesting FARFETCH to accept the return of the item and issue a full refund due to their error in clearly communicating the final sale policy and the products defective condition.

  Business Response

  Date: 12/13/2024

  Hi BBB Team,

  
  Thank you for contacting FARFETCH.

  
  We have resolved the matter with the customer directly.

  At the time of this purchase this item was marked as final sale and as per our Returns Policy final sale items cannot be returned. 

  The customer never reported any issues with the item and therefore our outcome remains the same. 

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

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22674224
  
  I am rejecting this response because they have not resolved the case with the customer as they claim to have done. They have been unresponsive and have ignored my latest emails. Farfetch so far has refused to honor the return policy as presented on the mobile platform effectively denying my ability to return the item; they have been neglectful in addressing my concerns, ignoring the evidence I provided, and offering inconsistent explanations. I find this practice misleading and disappointing, as it undermined trust and transparency. 
  
  
  Sincerely,
  
  ********* *. 

  Business Response

  Date: 01/06/2025

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

  Upon assessing the case, we've made an exception and accepted the return of the ***** ******* gown, even though it was a final sale item.

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

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Seller sold a used item as new. Item was not marked Final Sale as per sellers usual practice. Seller refuses to accept return.

  Business Response

  Date: 12/13/2024

  Hi BBB Team,

  
  Thank you for contacting FARFETCH.

  
  We have resolved the matter with the customer directly.
  

  Return has been initiated and refund accepted.

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

  Customer Answer

  Date: 12/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/26/2024

  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.

  I ordered a pair of Coperni snakeskin boots from FarFetch and received them on 9/30. I decided I wanted to return them as they were not to my liking from an aesthetic point of view. I immediately started a return and the boots were put back in the packaging and picked up less than 24 hours later.After not hearing from Farfetch for over 3 weeks about my return I reached out to ask the status. I was told they would look into it with their third-party boutique. After more waiting, I was given an update that the boots were not refundable given they did not meet the return policy. I explained that the boots were in perfect condition when they were sent back and that I had only had them in my possession for less than 24 hours. I asked what the issue was and was told the dust bag and box were damaged. After much back and forth and insistence on my part that the boots were in perfect condition when sent back, the only resolution I was given was that the boots would be sent back to me. While I was not happy with this result, I accepted it.After weeks of waiting I just received the boots in the mail and upon opening the box, the wrong boots have been sent back to me. Aside from the complete incompetence of the company and all those associated with this particular situation, I am being told that I have to wait for Farfetch to negotiate with the third-party boutique to see if I can get a refund.I am a customer of **********************, I paid Farfetch for the boots. It is not my responsibility to manage the relationship with the third-party boutique. I have asked Farfetch for a full refund (which was my initial request when I first sent the boots back) as this entire situation has been over 2 months.This is deceptive and unfair business practices. The company is avoiding taking responsibility for its customers and hoping that we will just tire of trying to get a resolution. I have currently been on hold with their customer service for over an hour. No resolution in sight.

  Business Response

  Date: 12/03/2024

  Hi BBB Team,

  
  Thank you for contacting FARFETCH.

  
  Were communicating with the customer directly to find the most appropriate resolution.

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

• Initial Complaint

  Date:11/19/2024

  Type:Sales and Advertising 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 an Italian made Tagliatore suit in September. It was on sale, about $600. I received the suit, but had already decided it wasnt for me, so I sent it back aiming for a refund, as the return policy was very clear that the item was returnable. I had opened the box, but had not tried the clothes on. I placed the items back in the plastic wrap and then the box they came in and mailed it back. A couple of weeks later, I received an email that the return had been rejected because the item had not been returned in its original packaging and that it was therefore damaged. The item was sent back to me, and it took several weeks as it was coming from *****. When I received the item, it was not damaged and was certainly returned in the original packaging. I have tried to call Farfetch multiple times. They have followed up via email letting me know the retailer rejected the items. Given the circumstances, I have called Farfetch several more times, asking to speak with a supervisor. I was told they were unable to speak and that I would get a call back. I never heard from them, and tried to call again several more times without avail.

  Business Response

  Date: 12/03/2024

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

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22574812
  
  I am rejecting this response because: while I received a few follow up emails from the merchant, I was unsatisfied with their response. I followed up with multiple phone calls to understand the issue. I was told the garments were not returned in the packaging that they were sent in (this was false) and that the product was damaged upon the merchant's receipt (also false, I have the garment in hand and there is no damage). I requested a conversation with the manager and was told that I would receive a call back. I did not. I follow up again, and was told once more than I would receive a call back. I did not. I chose to escalate to the BBB because I was not receiving an accurate explanation of the return rejection and I believe I was in accordance with the return policy. Because of Farfetch's lack of follow up, I didn't feel I had any other choice but to register a complaint. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 2 pair of the same shoe and the same size for me and my girlfriend on 1022/2024. They were **** sb dunks mediacom size 7. Each show came up to $148 each with $10 shipping for each shoe. The total was $316 with shipping. When I got my package from **** I noticed the box was small. So I opened it and saw only 1 pair of shoe in the box so I contact Farfetch and they told me they will not issue me a refund for the missing shoe and they will not send another one. So basically they robbed me told me to deal with it.

  Business Response

  Date: 11/07/2024

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

  Customer Answer

  Date: 11/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Scalee ********

• Initial Complaint

  Date:10/31/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 purchased a top, but instead received a bodysuit on 9/6. I initiated a return on 9/9 and requested a date for the incorrect product to be picked up on 9/25, returned, and refunded. They promised to get back to me on the pick up date as it was too far in advance. I never heard back. I followed up on 10/25 and was told to drop off my return instead of awaiting a pickup.They wouldn't accept the return because it was now more than 30 days from when the order was received despite the circumstances of the wrong order being delivered, the latent customer service response, and their request that I should drop off the return leading me to believe that it would be accepted.

  Business Response

  Date: 11/11/2024

  Hi BBB Team,

  
  Thank you for contacting FARFETCH.

  
  We have resolved the matter with the customer directly.

  We've assisted the customer with a new return and they confirmed they would be dropping off the package.

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

  Customer Answer

  Date: 11/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Keri Birmingham

• Initial Complaint

  Date:10/28/2024

  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.

  Orderd the shoes on September ******* in a size 12 from farfetch and the shoe arrived but the contents of the box contained a size 11.I Sent the shoe back and they told me that they could not issue a refund bc it was small speck of mud that was not there when I put them back in the box to be returned. Orderd the shoes in a size 12 from farfetch and the shoe arrived but the contents of the box contained a size 11.I Sent the shoe back and they told me that they could not issue a refund bc it was small speck of mud that was not originally there when I put them back in the box to be returned. Bad customer service as well.

  Business Response

  Date: 11/01/2024

  Hi BBB Team,

  
  Thank you for contacting FARFETCH.

  
  Were communicating with the customer directly to find the most appropriate resolution.

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

  
  

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair 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 have noticed a fraud charge on my bank statement, attached is a screenshot. $38,677.22 were taking from my bank account by **********************. The phone number shown on the transaction for the business which is ************, I've called the number many times, but there is no answer. The number isn't a working number. Farfetch had violated the US federal law, Farfetch committed fraud by taking money from my bank account. Based on **********************'s terms, Farfetch is liable for all fraud. I have made multiple efforts trying to meet and confer with Farfetch to resolve the issue, including sent letters to Farfetch at ******************************************************************************************* I demand Farfetch to immediately compensate me for the amount and compensate me for the financial impact it has caused me. If Farfetch does not respond within 10 business days, a class action will be filed against Farfetch. If the case does get to Court, I will demand Farfetch to be responsible for all fees and costs including but not limited to attorney fees and filing fees. This is very serious and it's absolutely unacceptable that Farfetch is ignoring the issue and being unresponsive.

  Business Response

  Date: 11/20/2024

  Dear BBB Team,
  
  Thank you for contacting FARFETCH.

  
  Based on the information provided in this complaint, we are unable to locate the correct Farfetch account or a ********************** order in our system. We are also unable to locate any previous communication related. We need this information to be able to provide any further details.
  So that we can help, we encourage the customer to contact the ********************** ***************** team using this link ************************************************; We will need:
  i.                 A Farfetch order number (which can be found in the Order Confirmation Email received confirming the order, or on the order invoice); or
  ii.                The email address used to register a Farfetch customer account

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

  
  

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22478292
  
  I am rejecting this response because:

  As shown attached, the screenshot from my bank statement, the transaction details are listed. At no time had I ever done business or given any bank information to you, you took money from my account without authorization, which is a crime and violation of law.

  The amount of the transaction is $38,677.22, the transaction date is Nov 23, 2023. Based on the information provided of the transaction, ************ listed the name as Farfetch CA, and listed a fake phone number which is **********. 

  I demand you to immediately issue full credit of the amount and to compensate me for the financial loss and its impact, and compensate me for my time. It has been nearly a year that I have contacted your business numerous times trying to resolve the issue. Demand letter has been sent to your address of Farfetch.com US LLC, **********************************************, and *****************************************************, as well as demand letters sent to your agents registered at ************** SYSTEM ************************************ and  ************** SYSTEM ********************************************** 

  To date, you have not responded. There is also fake address provided linked to your company of ******* *****.

  For nearly a year, I have made numerous efforts trying to resolve the issue in good faith with your company, however, Farfetch chose to ignore by not respond, Farfetch's shirking the responsibility is unacceptable. Since Farfetch is aware of the fraud transaction and how it had caused my financial loss, Farfetch's continued negligence is intentional as Farfetch intentionally kept the money without return to me. 

  If no response is received by Nov 26, 2024, I will be filing a lawsuit against Farfetch. This would be the final attempt to resolve the issue or I will file a lawsuit against your company as this fraud had caused me financial loss and impact. Once a lawsuit is filed, I will ask for compensations including my attorney fees, filing fees, etc.

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair 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 $234.52 designer tshirt from this company based on the size chart accompanying the online item listing. The listing said a size large is 40. However, the size large shirt I received has a chest measurement of 44! I contacted FarFetch to return this item that did not match the online size description, but they told me it was a final sale item and they would not be able to help me.? So, in short, this company sold me an incorrectly sized $234.52 tshirt (I have photo evidence of the size chart on the FarFetch website listing and photos of my measuring tape atop the huge shirt I received, clearly proving my claim) yet FarFetch refuses to process a return and refund my money. Its a SCAM.

  Business Response

  Date: 11/07/2024

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

  The size guide doesn't specify the inches of the t-shirt. It shows the corresponding size in different countries. In this particular case, for example, size L corresponds to: size 40 UK, size 50 IT, size 4 JP and size 180/96A CN. It isn't related to actual measurements in inches. Also, by verifying a generic size chart for UK, the size 40 does correspond to a chest width of around 22 inches.

  Regarding our size guide, it's also mentioned on our platform that it "is a guide only. Measurements may vary according to brand and style."

  Additionally, this product was purchased as 'Final Sale'. Per our policy, Final sale items cannot be returned unless the item arrives damaged or faulty when delivered to you.

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

  
  

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22473867
  
  I am rejecting this response because the size chart said this shirt was a U.S. 40. Ask any one who has ever purchased a suit jacket, and you know that a 40 reflects the chest measurement. Because international shirt sizes vary, I was required to rely on the size chart to guide my purchase decision. The Farfetch *** I first spoke to understood my issue/concern and seemed optimistic the matter could be resolved. Ultimately, I was told tough luck. The fact the company refuses to accept this return speaks volumes about its customer-last priorities and its deceptive sales practices. Farfetch will never receive a ***** of my business again and will continue to fight this through my bank as well as by educating others on Farfetchs way of doing business. 
  
  Very, very sincerely,
  
  ***** ****