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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

  • 231 total complaints in the last 3 years.
  • 81 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:10/21/2024

    Type:Delivery Issues
    Status:
    Answered
    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 in Farfetch The order number is (WMZEFK)Order Date : 09-11-2024 Delivery date: 9-16-2024 Products: **** ***** DRKSHDW - "Mountain hoodie" Return date :4-10-2024 Return reference: ******** return tracking number: ********** They have 30days free return.They just dont want to refund and give me a reason about It has arrived with sings of usage and a particular smell as it has been washedIt was ridiculous,I bought a small one size before ,its too small . And I order this one still too small.And I already returned the hoodie I just need refund,it still too small I can wear

    Business Response

    Date: 10/23/2024

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

    Please find a short summary of the case and outcome.

    Customer placed an order for a **** ***** DRKSHDW - "Mountain hoodie" (USD ******) on Sep 11, 2024. The order was delivered on Sep 16, 2024.

    The item was picked up from customer's address with our DHL collection service Oct 4, 2024.

    The item arrived at our partner boutique on Oct 7, 2024.

    Upon conducting quality checks before the return acceptance, our partner boutique noticed that the item was returned without brand tag, without the FARFETCH security tag, with clear signs of being worn and a scent of detergent. This means that the **** ***** DRKSHDW - "Mountain hoodie" was in clear breach of our Returns Policy and our partner boutique couldn't accept this return as the item is not in a resaleable condition. For more information on our Returns Policy please visit the respective page: ***************************************************

    Therefore, our partner boutique shipped the item back to the customer with this ***** tracking number: 779155824479

    According to the information available on the courier's website - the customer refused the delivery and is not cooperating.

    The outcome will remain unaltered as we cannot refund an item that does not comply with FARFETCH's ************************************************************************* Team

  • Initial Complaint

    Date:10/10/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 pair of boots on the Farfetch website on Sept 21, 2024 under Order U7NQDA. I returned the items on Sept 24 2024 and it was received by the merchant, using the tracking method and courier chosen by the merchant. The ***** tracking number is 7787 3254 7963. Upon receiving the item, the merchant did not refund me or communicate any following situations. A week later, I reached out to merchant regarding the refund to find out that they can't accept the return due to the box being broken as a consequence of courier mishandling. The merchandise were never worn. I packed the return package the same way it was delivered to me.

    Business Response

    Date: 10/21/2024

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

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

  • Initial Complaint

    Date:10/07/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 order number is 6HNBZ2. I can honestly say this company is an expert at scamming it's customers. I regret not looking at ******************** before using them as a vendor. At this point with the amount of complaints and bad reviews... I wonder. Why has no one filed a class lawsuit against this company. Clearly they have taken over thousands of dollars from their customers. *** ex left my package at the wrong address. I've called customer service and been verbally given the name of the person that signed for said package, and "location" of package. You would think as a customer I am entitled to receiving my refund back since item I paid for was not delivered to correct place. Truly upset and disappointed with far-fetch. I have not even been provided any proof from the company. I've exhausted my attempts at getting this resolved. 1 time is enough for me. I will no longer be purchasing from far-fetch. It's ironic to me because the pass 6-7 packages were delivered correctly to the same address... I honestly don't know what to say.

  • Initial Complaint

    Date:10/07/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 previously ordered a pair of Palm Angels track pants in navy blue on September ******* Farfetch mailed off the package using ***** as their courier with a direct signature from the recipient what are you doing which was intended for I ******** ******* to sign. The package arrived on ***** delivery truck on a Monday September 30, 2024. ***** driver forged a signature of *.***** stating that the package has been delivered, but was NOT the recipient name which was I ******** ******* I ******** ******* did NOT receive the package. I was NOT HOME at the time of this fraudulent transaction. Farfetch hasnt done their due diligence to even attempt to connect ***** for their fraudulent negligence failing to deliver with a proper signature shown on the package instead expecting a false signature from a stranger off the streets. This is absolutely unacceptable, absolutely preposterous for a company handling expensive goods. $400.00 was lost that I paid with ******* money !! I will NOT be shopping with this foolish company again NOR recommend this company to my highly wealthy friends and family. We will continue to purchase our goods at authentic retailer centers in our community getting our goods hands on without fraudulent services such as this!

    Business Response

    Date: 10/18/2024

    Hi BBB Team,


    Thank you for contacting FARFETCH.


    We have resolved the matter with the customer directly.

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

  • Initial Complaint

    Date:09/30/2024

    Type:Order 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.
    Well.. I bough 2 shoes at Farfetch ORDER RPYUCZ One of them was bad fit and not comfortable and Im returned it. I did evertything like they ask.Same package, unused shoes, good labels, everything.And suddenly they said that wont be able to receive because de box was damaged (not my fault, transporte damage because the box its normal)And I loosed 200$ because their problem and the shoes are 100% unused. Ok. Now their send me back from ***** the shoes and the pack never came.I send an email asking about the product and they said that I declined the package.And if I decline again Id lose the package too.I still loosing time, money, package, and all with no guilty.And I did not decline any package. I did not receive any package from them.I need a solution.I have been very bad supported by them.

  • Initial Complaint

    Date:09/20/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    Order date 10/27/2023 For JCX6UY amount $3485.65 I just found out on my junk emails that my order had been cancelled by them and they never refunded me. I been thinking all these times that it had not been cancelled and they insisted that they shipped the order out. However I never received the order and attempted multiple times to get refund from them. I filed a compliant once never heard back. Please assist with this matter thank you so much in advance.

    Business Response

    Date: 09/25/2024

    Hi ,

    Thank you for contacting FARFETCH.

    This matter is being reviewed
    We're reviewing this matter internally. For security, we will share our resolution directly with our customer within 15 days.

    If you need anything else, contact our *********************** team

  • Initial Complaint

    Date:09/20/2024

    Type:Product Issues
    Status:
    Resolved
    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 and the items i received were not what i purchased. I purchased a Diesel dress in a size 8Y they sent me a size 4Y, and I purchased a Pucci dress that wasnt the correct color I purchased and Farfetch want accept a return when they shipped me the wrong items that I didnt order.

    Business Response

    Date: 10/01/2024

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

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

    Customer Answer

    Date: 10/06/2024

     
    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:09/19/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 August 30, 2024, I purchased two pairs of Onitsuka tiger sneakers, one pair in size 27, and the other in size 27. 5. I received my package on August 31, and the size 27s were in the box, but not the 27.5s. I contacted ***************** informing them that the second pair was not in the box and sent documentation of the box and the sneakers I received. They stated that it would take some time to investigate. After weeks of following up, a *** tells me that I would not be sent the sneakers or a refund. I asked to speak with a supervisor, and the ***s refuse to connect me with one, which means I am now out of $216.66. This was my first time ordering from Farfetch, and will be my last. Buyer beware.

    Business Response

    Date: 09/23/2024

    Dear, 

    We're reviewing this matter internally. For security, we will share our resolution directly with our customer shortly.

    If you need anything else, contact our *********************** team

    Thanks! 

    Customer Answer

    Date: 09/24/2024

     
    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,

    Raaya *****

  • Initial Complaint

    Date:09/06/2024

    Type:Product Issues
    Status:
    Answered
    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 my order (order number: ZS37PW) on 6/25/2024 and received my order on 7/5/2024. The amount for the item is $521.05. Since the jacket is too small for me, I followed the instructions provided by Farfetch and returned the item on 7/15/2024. I received an email from Farfetch stating my refund has been processed on 7/23/2024. However, I havent gotten my money back as of today (9/5/2024), which is almost two months after they received the returned item. There are lots of email correspondence between me and Farfetch customer service. They keep saying they are investigating it, but never give me a response regarding when the refund will be issued. Very ridiculous, its like a scam. Do not recommend buying items on Farfetch unless you are confident that the size you buy fits yourself. Otherwise, you will never get a refund from a returned item.

    Business Response

    Date: 09/10/2024

    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:09/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 a $3000 handbag three weeks ago and have yet to received my refund. Tracking notes that it was delivered. Ive called 8 times and have been told each time I will be getting a refund within a day or two. Ive escalated the case multiple times to no avail. Ive been charged interest on my credit card for this purchase as money has been out of my account for over one month.

    Business Response

    Date: 09/16/2024

    Hi there!

    We have contacted the customer and provided the refund accordingly. 

    It seems that the customer proceeded with a claim/ chargeback with their bank provider. We ask that the customer contacts their provider for more info on their refund at this stage.

    Thank you! 

FarFetch is NOT a BBB Accredited Business.

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