Contact FARFETCH Support

Wanted to buy about $5,000 in a pair of shoes and a purse. But reading the very bad reviews, I decided to just give it a try buying just the shoes. Well, two days later, got a basic email that my order has been canceled and shall receive a refund soon. No choices, no alternatives. Replied with a complaint and received a condescending and still robotic email saying that I was supposed to list my shipping country as Puerto Rico and not the US. Meaning, if you live in Puerto Rico forget buying here. It will force you to read their website in Mexican Spanish (I’m not joking) with no option for English or just regular Spanish. Then it will treat your purchases as if you were in a foreign country where you have to pay customs, duties, etc. even if the merchandise comes from another state (NY, where the shoes would come from). Then when you pay, your address is invalid because your credit card company uses the regular American format to validate your shipping address and PR is part of the US, not a country. I emailed the company to clarify that the address is right and that I couldn’t navigate their website in “Mexican Spanish” and more importantly, the credit card wouldn’t validate the purchase with PR as a country. Bad website and worse customer service. They have dumb robots doing the work of people and adults. Not worth it!

I ordered something a few days prior to writing this review. It was a dress that had recently went on sale at several companies (Nordstrom, Neiman Marcus, Oscar de la Renta’s homepage, etc) and I decided to place through Farfetch. They cancelled my order and *so far the refund has not processed and when I go back to check on the item (cancelled at 6am checked app and dress availability at 10am for multiple companies including Farfetch) I see low and behold it’s still in stock - at a higher price now. I went to contact customer support - they were no help and the website crashed while writing a claim. I will try again but I am very frustrated and not optimistic right now. If you sell something at a price and then I pay for it, that price should be honored if the quantity is available. ^Note the discrepancy is not a decimal point on the price tag, my size is more expensive but at the time of purchase the price was all equally on sale to match competition and the designer’s price. Next time I will just order directly from another company.

Farfetch does not stand by its customer promise of great service... or even good service for that matter. I’ve never experienced such overwhelming incompetence from an order support team. I noticed that my order contained an unapproved surcharge, so I contacted support via email and phone and requested an order cancelation. They then waited until the item shipped the next day before responding that they would look into it. I called in and talked to a clueless guy who first told me that the order could not be canceled because it had already shipped, but he promised to help and asked me to call him back in two business days if I hadn’t heard from him. Then, Farfetch proceeded to overcharged me, in the wrong currency. I contacted them on the second business day, and then they refused to fix the charge unless I returned the order and then re-purchased it. With PayPal’s exchange rates, I wouldn’t even receive a full refund! Massive, rude, insulting waste of time and energy. At these prices, I’m absolutely furious. Terrible, terrible, terrible.