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:04/11/2025

  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 placed my order on FarFetch on 03/28/25 for a pair of sneakers (order # CLJDKU). Although my order was shipped on 03/31, o have been unable to receive my order as I have not been home to sign for it via ***** (tracking #:880160645926). I attempted to arrange to pick it up at a nearby facility, however the website said that this was restricted and I did not have the ability to do this, per the sender (FarFetch). I attempted to call ***** (on three occasions) with three support staff and they confirmed this to be the case (that I am unable to pick up from a local ***** store-unless FarFetch changes this and allows the package to be picked up). I have called FarFetch several times who told me they were unable to change their company policy and that the shoes would ultimately get sent back to their company. Please please help with this!

  Business Response

  Date: 04/15/2025

  Dear BBB Team,
  
  Thank you for contacting FARFETCH.

  
  We are currently reviewing the facts of this matter and we will work with the customer directly to find the most appropriate resolution.

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

• Initial Complaint

  Date:03/27/2025

  Type:Delivery 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.

  Early March, I ordered a pair of boots on FF. They were shipped, but after two weeks had failed to move at all. I contacted customer service and was refunded.A further two weeks later, the boots randomly arrived on my doorstep (even now, the tracking link shows the package is in two different locations). I reached out and notified FF immediately. Then rearranged my schedule to stay home and accommodate pick-up and return of the boots to them the next day (12 hours after they unexpectedly showed up). So, I ordered boots for an event. They never arrived, while tying up my time and money for weeks. Then they tied up my time again when they arrived a month late, necessitating changes in my schedule, just to return the shoes to a vendor who likely already claimed the shipment as missing. For all of this this, I gently asked the customer service for some kind of credit to maybe try FF again and was told no good will gesture could be extended as I am holding both the amount and the item in [my] possession, and that - if I want the item - they can bill me for it. The order had been returned six hours before this email, using FFs own shipper who I stayed home to intercept in person. It was such a rude response, not at all rooted in fact or acknowledging the inconvenience Im just kind of shocked. So now I am asking some good will gesture genuinely be extended. I cant imaging this is the experience FF is striving for, especially in these faultless circumstances.

  Business Response

  Date: 03/31/2025

  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 below:

  The customer reported the item stopped moving as per the tracking information supplied. We immediately took action and issued a refund as the item was suspected to be lost.

  After a long hiatus, the package ended up being delivered a month later. As we had already refunded the customer we presented them with two options: keep the item and be charged once again for the piece or return it and keep the refund.

  The customer opted to return the item and keep the refund but requested compensation as a gesture of good will due to the inconvenience of receiving the item after all.

  Our options were weighed and upon review we informed the customer that we would not be providing compensation in this case as we did not deem this to be appropriate in this case.

  The customer was refunded and the item returned. We consider this case resolved.
  
  Regards,
  Farfetch **************** Team

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23125663
  
  I am rejecting this response because:

  No option to keep the item was ever expressed in reply to my email notifying you the item had arrived. Indeed, your staff explicitly state they viewed the item as lost and thanked me for even bringing it to attention. Then transitioned immediately to mailing it back - with the dubious claim FF was out the money.
  

  The only point at which this option was raised was in response to my very gently asking for a credit of any kind (hardly out of line to ask after a month of back and forth) due to the ordeal with this order - at which point I had already mailed it back, so it came across as: 1) your team was as unaware or unconcerned about this $400 package being returned as it was about it being delivered at all, but 2) regardless, was ready to accuse me of holding both the refund and the item, despite my efforts to just do the right thing. How quickly your company went from thank you for your honesty to something else entirely. 

  I reject the notion this matter has been meaningfully addressed. I would be happy to provide the customer support email chain. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/27/2025

  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 ordered one AGL lace sneaker shoes on the Farfetch on March ******* with order number HX32L3 and got the package on March 25th with the empty box, only one receipt inside. I call the customer service, they said they will investigate, and no need photos or video provided from my side. The next day they replied to me and mentioned that the package weight scanned the same at delivery, so they won't refund $$282.36 to me. I called the customer service again and they treated me with bad attitude just like I stole the shoes. I told them if I really don't like the shoes I can just return it and get the money back, I don't need to do this and I also requested the proof of the shipping from the shipper and the weight proof all the way, but the customer service said the investigation was done, there is nothing they can do. At last, they asked me to contact ***** and see what they can do for me instead of communicate with them. I paid money and got nothing, and lot of time to deal with the customer services with bad attitudes. This is the worst online shopping experience, and the worst situation that Farfetch did not really care their customers at all and all the refund decision is only made by themselves.

  Business Response

  Date: 03/28/2025

  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: 04/03/2025

   
  Complaint: 23123737
  
  I am rejecting this response because:

  They did reopen the case after receiving your email, and ask me to send the photos of the package and I also explained everything I encountered on March 28th. They said they will investigate the case again and then they told me that they need to transfer the case to the relevant team to review on March 31. I emailed them back and asked how long will the case take on April 1, since it already took 5 days without any further information. Then, I did the dispute with the bank. They replied that they won't process the investigation since I dispute the payment on April 2nd. I did not accept their response since that they did not apologize for their bad customer service attitudes and also ask me to provide all the proof from my side but I did not receive any proof from their side. I dispute the payment since all the process took more than one week, and they told me to ask for the claim with the bank at last. If they can deal with the case well, I won't need the bother the bank, but they didn't. Thank you so much for your help, I really appreciate BBB. 

  
  Sincerely,
  
  **** ***** Ho

  Business Response

  Date: 04/15/2025

  Dear BBB Team,
  
  Thank you for contacting FARFETCH.

  We have thoroughly assessed the details of this case and we regret to inform that we're unable to overrule the outcome previously provided.
  
  Whilst we've asked for further imagery in order to re-open the investigation, the customer **** ***** Ho has decided to open a Chargeback with their payment provider. Unfortunately, once a dispute is open, we're no longer able to assist on the **************** end and they must reach their payment provider for further information.

  Please note the regular period for an investigation of this nature is up to 15 days. If it needs re-opening or contesting, there is no set timeframe as it goes on a case-by-case scenario.

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

• Initial Complaint

  Date:03/10/2025

  Type:Delivery 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 am filing a complaint against FARFETCH for failing to deliver my order HBVTB3 on time and providing poor customer service.Order Details:Order Date: March 4, 2025 Item: New Balance 530 ****** Tan" sneakers (Size 6.5 US)Total Cost: $157.05 Seller: STADIUM GOODS_PZJHA Estimated Delivery: March 6-7, 2025 Issue:My order was never shipped, even after the estimated delivery dates passed. On February 6, 2025, I contacted FARFETCH support, reporting the delay and an issue accessing seller details. I provided screenshots as proof. Their response was vague, saying it would be shipped "soon," but nothing happened.After the delivery deadline, I contacted them again. Their responses were just apologies with no solution. They said they escalated the issue but never followed up.Request: Full refund of $157.05 since the item was never shipped. Compensation for the inconvenience, as this was supposed to be a birthday gift. Accountability from FARFETCH to prevent this from happening to other ******************************** failed to deliver the product or provide a real solution. I request to investigate this issue and take action.Sincerely,*********

  Business Response

  Date: 03/11/2025

  Hi BBB Team,

  
  Thank you for contacting FARFETCH.

  
  We have resolved the matter with the customer directly.

  We've provided a replacement promocode to the customer and informed of the reason for the refund.
  
  Regards,
  Farfetch **************** Team

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23044751
  
  I am rejecting this response because:
  I must say that offering a promo code for a future purchase feels inappropriate given the circumstances. This order was meant to be a birthday gift for my son, and due to this situation, his special day was ruined. I had to spend additional time and effort finding a replacement pair at the last minute.
  I am still requesting fair moral compensation for the inconvenience, as this experience has caused significant frustration.

  
  I hope you take this feedback seriously and provide an appropriate response.
  

  
  Sincerely,
  
  ********* *********

  Business Response

  Date: 03/24/2025

  Hi BBB Team,
  Thank you for getting back to us here at FARFETCH.
  

  It's unfortunate to hear the customer has rejected our response. Concerning the situation itself, we resolved the matter by providing a refund for the package which was deemed lost.

  As a gesture of apology and goodwill for the frustration caused, we provided a promotional code to use on a future occasion to restore any lost faith in the service provided.

  We believe this to be a suitable resolution and we have no tools to provide compensation in a different form.

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

  Customer Answer

  Date: 03/25/2025

   
  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:03/06/2025

  Type:Delivery 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 a pair of ********* *******, Edge mules, size 36 on January 9, 2025, but I received a 36.5. I returned the size 36.5 Edge mules via ***** tracking number ************ and the package was received back at the Farfetch warehouse on January 22, 2025 at 10:42am and signed for by R. ADEK. To date, I still have not received the $652.62 credit.I have been trying to resolve this issue with Farfetch since January. I've sent emails and called the customer service department more time than I can count.

  Business Response

  Date: 03/18/2025

  Hi BBB Team,
  Thank you for contacting FARFETCH.

  
  We have resolved the matter with the customer directly.Please read on for a brief summary of the case and outcome:

  Our customer returned two items but unfortunately these were sent to the wrong locations. Upon inspection, the relevant stockpoints were notified and the items were shipped to their respective locations.

  Both returns were accepted once they arrived to the correct location. Unfortunately, a payment dispute was initiated by the customer with their payment provider, which renders us unable to process the requested refund.

  We have informed the customer that while this is ongoing we're unable to take action. The customer will have to follow-up with the provider for updates on the payment dispute.
  
  Regards,
  Farfetch **************** Team

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23030858
  
  I am rejecting this response because credit in the amount of $652.62 still has NOT been applied to my account. ********************** has had the merchandise back at it's warehouse since January 22, 2025 after sending me the wrong size shoes, and to date I still have not been credited.

  I provided Farfetch with documentation showing my bank closed the claim. Farfetch even acknowledged receiving it, but they still have not applied credit to my Visa account. Please keep in mind, I only disputed the charge with my bank because Farfetch did not issue the credit to begin with.  

  Customer Answer

  Date: 03/24/2025

   
  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.

  Hello, I am reaching out regarding complaint ********. The credit in the amount of $652.62 finally posted to my **** account on March 22, 2025. Complaint ******** is now resolved and can be closed. Thank you.

  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/06/2025

  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 bought a wedding dress from Farfetch. The date of the transaction is 28th January. I placed an order for a wedding dress for $35,000. They sent me a faulty dress. The zipper was broken, it is ripped in the back, loose thread and the gems are off. I contacted them the day of delivery and provided photos, they concluded that my item was faulty and asked me to send it back. I sent the dress back. They emailed me today stated that they have resent the dress back to me and cannot provide me with a refund because the dress is faulty. I KNOW THE DRESS IS FAULTY THATS WHY IM RETURNING IT. I wouldnt be returning it if it wasnt faulty.

  Business Response

  Date: 03/07/2025

  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:01/28/2025

  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 purchased a ***** tote bag on 12/13/24. It was received days later but I changed my mind and set up a carrier pickup for 12/23/24. The bag was received back to the boutique that sold it, who had claimed a tag was missing. I provided photos of the bag with the tag attached and advised everything was sent back unused and exactly as it was received by me. The product, dust bag, all tags/paperwork, etc. Farfetch and the boutique that sold the bag wont provide further information or photos from their end regarding an example of the missing tag and is returning the bag back from ***** without further explanation. I have asked several times for additional information and for the refund to be issued. I was also provided a tracking number for the return that has had no movement for over 3-4 business days.

• Initial Complaint

  Date:01/17/2025

  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 placed an order 67S3W2 on Jan 14th, and it was on its way to be delivered to me on Jan 17th using ***** tracking ************. It was signed by someone else whose name I do not recognize despite I was home all day and I live alone. I never received the package. I would like a refund.

  Business Response

  Date: 01/20/2025

  Dear BBB Team,
  
  Thank you for contacting FARFETCH.

  
  We are currently reviewing the facts of this matter and we will work with the customer directly to find the most appropriate resolution.

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

• Initial Complaint

  Date:01/17/2025

  Type:Sales and Advertising 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 returned an unused and unopened bag to FarFetch to receive an email that they are refusing the return. I basically just put the return label on the box and didnt open it- theres no way it was Used

  Business Response

  Date: 01/28/2025

  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: 01/28/2025

   
  Complaint: 22823852
  
  I am rejecting this response because: they have not contacted me about the status of my return since their initial mail. 
  

  I want a date for a resolution. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 01/29/2025

  Hi BBB Team,

  
  Thank you for contacting FARFETCH.

  
  We have resolved the matter with the customer directly.

  The return has been accepted and refund requested.
  
  Regards,
  Farfetch **************** Team

  Customer Answer

  Date: 01/29/2025

   
  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:01/16/2025

  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.

  i returned an item ***** via courier service . it is now jan 16 they still have not received my returned item. last told me it was in customs at destination, and they are waiting to receive. they have done nothing to address the concern. I need my refund now i have been patient and they do not care to resolve. i am not responsible after the return is scanned by the courier service.

  Business Response

  Date: 01/28/2025

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