I’ve purchased from Farfetch before. Recently I purchased a Self Portrait dress from them. They tell you who the seller is but your contract is with Farfetch. The seller on this occasion was a Polish business Vitkac. The dress was delayed and when it arrived I saw it was too big and had already purchased something else. I sent this back promptly the next day in its original packaging, two labels attached as received, in its original condition and without trying on. I purchased through Klarna who are great and processed an express refund. I didn’t think anything more of it as after the tracking showed as delivered I knew it would all be ok or so I thought. 3 weeks later the dress gets delivered back to me. Puzzled initially I thought it was an error. I called Farfetch who then told me the dress had been returned as no tags. I assured them that the dress was returned as arrived with all tags etc. Farfetch asked for photos and I supplied them. They then apologised and said they’d raise a return providing me with a returns number. I was assured labels would be raised for the return of the dress. It’s two weeks tomorrow and I’m still waiting for the labels with one excuse after another. My Klarna account is now showing that I owe the money again and on the Farfetch account it says refused. Farfetch have said they’re going to produce labels for a return and apologise for a delay. However as this is not my error and I’m having to chase this the service experience has left me deflated. You cannot visit Farfetch as it’s got no store so you’re stuck dealing with calls and emails. They answer my calls and some of my emails but so far all I’m getting is promises to send labels without it actually happening. I know they’ve accepted and acknowledged their mistake but the fact that I’m still waiting for it to be resolved and it’s becoming a daily job to chase is frustrating and if this doesn’t get resolved soon I will have to pay Klarna back before it’s resolved. Worst online shopping experience. So Farfetch have just responded to this review and asked me to reply to them with my order number/email or return number but the reply link doesn't work and Ive now tried to respond via 2 different devices so nothing is moving forwards for me. So today my purchase has been collected by the courier FedEx after Farfetch finally produced return documents. I still have to wait until next Friday 13th at the earliest for this to reach the returns warehouse. I’ve taken extensive photos of the garment to show the tags attached in it’s pristine condition and cannot relax until this has been received and it’s resolved due the extremely blatant dishonest return to me. I will await Farfetch to update me but I’m honestly scarred from this experience. Update my parcel is with FedEx and has been in Poland at their centre since 11.6.25 with delivery date 13.6.25. It’s now been delayed and won’t be delivered until the 16.6.25. Farfetch continue to wait until it’s been delivered to process a refund. Even though they’ve had photos and issued an apology. Extremely poor customer service. So finally I get my return accepted. A dress that was received by me and returned by me in the same pristine condition as it ever was. It’s been a stressful circus. And whilst I see other reviews stating how they’ve had a wonderful experience with Farfetch I would recommend anyone to check out the reviews of the Seller before buying through Farfetch as they clearly don’t. The ‘we’ve got your back’ slogan that Farfetch has is just a slogan as they work to the sellers direction. Farfetch only work as the broker and handler of the sale. I had been purchasing from Farfetch for over a year and hadn’t had any problems but on this occasion I experienced a needless amount of weeks of stressful chasing and phoning and emailing all relating to a dress purchased and returned that should have been a straightforward process. But the dress got rejected by Farfetch on the say so of Vitkac of Poland the Seller on this occasion and after which and even when photo evidence was sent to Farfetch to show the condition of the dress returned back to me including all the tags in the original places, no tampering, tissue paper still covering the buttons etc as they’d expect. Farfetch were not in the position to just arrange a collection and resolve for me and instead I was at the mercy of the crooked Sellers responses that from Farfetch’s responses were taking a long time. So the Farfetch trading model does work until it doesn’t and then you’re at the mercy of the Seller. I won’t be shopping with them again as I’ve been scarred but as the saying goes “you pays your money and you take your chance”.
