FARFETCH - Shop Luxury Fashion 4+

Great fashion app, some bugs

I love how easy it is to navigate from one found garment to similar garments. The search, filtering and suggested items are really intuitive. The shipping is always quick and returns are seamless. Customer support also deserves 5 stars.

The only thing keeping this from a 5-star rating is the wishlist feature. As someone who normally has a clear vision of what I want, I enjoy comparing similar pieces from different brands/designers. For this, I usually use the wishlist feature. Unfortunately, this feature is slow and buggy at its best. It takes a while to load the wishlist and removing items from it takes a while and sometimes doesn't happen. Worse yet is that when this bug occurs, it’s easy to accidentally remove items that I didn’t mean to.

If not for this bug, I’d give it a 5 star rating.

I should have believed all the bad reviews

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!

Developer Response ,

Thank you so much for your detailed feedback. We're very sorry to hear that your first shopping experience didn't meet our high standards. We've shared your feedback to our team to push improvements in our country and language options. We do hope that you'll consider us as an option in the future.

App fine; returns/customer service awful

I ordered a bag from Italy and it arrived I realized it was a smidge smaller than I’d like so I arranged the return (you have to make an appointment for someone to pick it up, within 7 days of receiving the package) the pick up ran 2 hrs late (even though there was a 3 hour window) but I get it, things happen. My dad gave the package and the package slip to the delivery man who scanned it and went off. Over the next few hours the tracking never updated to “collected” or to “shipped” so I contacted customer service asking when I could expect an update with all the order and return info in the email. They asked me it was scanned (it was) and then never responded. I emailed again they told me there was a missing package inquiry on my account. I sent proof that my package was picked up (lucky I have a video camera on my porch) that clearly showed the package being hand delivered and scanned to the mail carrier. Even then they wouldn’t respond. So after a few days of that I just put in a dispute with my card and then finally they released my funds.