As CEO of farfetch.com I welcome any points of view and as a company we really listen to all complaints.

We are a young company and we are improving our processes, feedback is, therefore, very important to us.

I would like to comment on the posts above.

I don’t know where these customers are based, but judging from the posts, I believe these are orders shipped to the US (or to non-EU countries) from European boutiques.

It is true that if you live in the US buying in *any* European retailer does not offer the best shopping experience. First because there are import duties on the inbound, and second because in case there is an return, there are more duties applicable on the return.

At farfetch.com we were very clear in our checkout information that these duties did apply and wouldn’t be refunded in the case of a return to the EU from the US or other non-EU country.

farfetch.com has been working hard to improve our service, and make purchases from European retailers into the US much easier.

We have, in the beginning of April 2011 introduced a free returns collection service worldwide.

In particular, international customers will greatly benefit from this new service as it means any returns via our designated courier will be free of return transport charge and free of return duties. Please refer to our new returns policy for exact details.

I am confident that with this new service, the satisfaction levels when purchasing in Farfetch.com will improve significantly.

Following the introduction of our free returns and collection service, we took the initiative today (12th April 2011) of offering a 100 USD voucher to ALL US or non-EU customers who have ever bought and returned an item with us.

We know we have a long way to go, but we are determined to fulfil that mission and welcome any comments along the way!


José Neves

CEO
farfetch.com

The absolute worst. They sell items from Europe, don't respond for weeks, send to the US and for their returns they make you pay 200 customs and $55 shipping, although the site says full refund for returns, so the total loss of any item around $1000 is $400 if they don't fit. I tried ordering again thinking they might have changed and have been waiting for a response for a week. Nothing.

Worst Customer Service i have ever experienced. I ordered a pair of guess shoes, they sent me the wrong size, i then had to return the shoes paying out an overseas delivery charge to get the shoes back to them and i never received any refund on the cost of returning the shoes even though it was farfetch's mistake. So i am left with no shoes and in deficit in my bank for a delivery charge.

I believe this site is a scam. I returned an item, which they claimed for 3 months didn't arrive, and then I finally got an email saying they received it 4 months later. However when I inquired about the item they refuse to answer my emails about how to arrange for a refund or a return of my item to me. I have effectively been scammed out of the $250.00 that I spent on the glasses. They have no number to contact, so there is no means of confirming information with a human being.