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:02/13/2024

  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.

  Purchased in February of 2024. Company is very deceitful regarding returns. Nowhere does it say unable to return item. Received item and am unable to put one leg into the pants. That is how small these pants are. The return turn around time would be less than 24 hours. But now, they are claiming they cannot be returned. Liars. This coming is crooked and deceitful. Beware.

  Business Response

  Date: 02/25/2024

  Hi BBB Team,
  Thank you for contacting FARFETCH.
  

  We have resolved the matter with the customer directly.
  
  Regards,
  ********************** **************** Team

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair 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 paid $430+ for a pair of boots that this website didnt explicitly state were mens boots, not womens. The website did say final sale on this item, but again, a clear gender line wouldve discouraged me from buying them. No male model was shown. European size guides were given, but did not clearly indicate womens or mens. I purchased a mens 39, when I am a womens 38 in ** sizing. I contacted customer service multiple times, only to be told final sale is final sale, even if by a complete mistake. I asked for a site credit, offered to pay for return shipping 100%, etc. to be told NOPE. This boot is still listed on their website for the price I paidwhy they couldnt take it back and at the very least given me a store credit is beyond me. ******* gives better customer service than this company.

  Business Response

  Date: 02/15/2024

  Hi, 

  We have agreed for our customer to proceed with the return for a refund and followed up with all necessary return instructions.

  Many thanks! 

  Customer Answer

  Date: 02/15/2024

   
  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:01/23/2024

  Type:Order 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 ordered two expensive coats as part of a promotion. Initially I decided to send back one, so I submitted that via the website. Almost immediately afterward, I opted to send the coat back as well. but the website wouldn't allow me to update the return info - it appeared to be a glitch. So I packed both coats in the original box and sent them back. I figured the worst that would happen is they'd tell me they couldn't accept the second coat and I could pay $15 or so to ship it back. But that was unlikely, as I was within the return window and the coat was brand new with tags still attached.However, their 'partner boutique' claims that I only sent back one coat. This is patently false, but FARFETCH is taking the boutique's word for it and ignoring the documented proof I submitted: that the weight of the package I sent is the same as the weight of the package they sent me. If I had only returned one coat, that couldn't be true. I think what happened is an employee saw that there were two coats and saw an opportunity to take the 'extra' one. I get that that happens - however, what's insane is that Farfetch is refusing to issue me a refund, and is standing behind their shady 'partner boutique' without doing any investigation, and still refusing to issue a refund for this item that THEY lost. I have made many attempts to contact them to get them to reconsider - and nothing. When I saw they nearly went bankrupt last month, it now makes sense why they are stealing their customers' money. A complete scam operation.

• Initial Complaint

  Date:01/12/2024

  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.

  To Whom It May ********* am writing to file a complaint against Farfetch for a deficient product received and inadequate customer service response.On September 8, 2022, I purchased a Marni trunk shoulder bag (Order FM9RY9) for $1,382.24. The bag arrived without the necessary extension shoulder strap, making it unusable for cross-body wear due to its weight. This missing part is a standard inclusion, as confirmed by *****'s official customer service and a local store visit. I've also attached some photos of a Marni trunk bag with the extension strap that I found in-store. Despite Farfetch's policy to offer refunds or returns for deficient products, my request for the same has been unjustly refused. I need Farfetch to either provide the missing strap or issue a full refund/replacement as the bag cannot be used as intended.Thank you so much for your assistance in resolving this issue.Best,Chacha

• Initial Complaint

  Date:01/10/2024

  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.

  I am filing this complaint because FarFetch has not refunded money owed to me for a return. The return was made on November 21, 2023, and I never received the refund. The issue was brought to the companys attention on December 19, 2023 and I was told that the refund was being processed and it would take up to six days. As of January 2, ****, I have not received my payment. I paid $599.50 in total through PayPal for the ********************* KiKi boots. My order number is #YVSR2N. I recently spoke with a representative today and was told they are in contact with their partners and do not have an update.

  Business Response

  Date: 01/22/2024

  Hi BBB Team,
  
  Farfetch has resolved the situation with the customer directly.
  Please find a short summary of the case and outcome.
  
  We have spoken with our partner and after a short delay, there were able to locate the returned item.
  
  The customer has now refunded. 
  
  Regards,
  Farfetch **************** Team

• Initial Complaint

  Date:01/10/2024

  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 ordered a jacket on Farfetch on 12/07/2023. The order number is 8Q4DXL and the total amount is $562.81. I only tried the jacket at home and the size doesn't fit so I decided to return it. I returned the jacket on 12/14/2023 and the return reference is ********. However, I received an email saying the there is tiny white stains on the left sleeve and refused to refund me, which is ridiculous. The jacket I returned is in original conditions and I'm asking to get my refund back as soon as possible.

• Initial Complaint

  Date:12/18/2023

  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.

  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:

  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 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:

  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.

  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:

  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 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.