Everything appears to function smoothly with Farfetch—until a problem arises.On the evening of Wednesday, June 25th, I placed an order through Farfetch and selected express delivery. As is typical, FedEx—arguably one of the least reliable courier services—was assigned as the carrier. When, by June 26th, there was still no indication that the shipment had been collected, the Farfetch chatbot assured me that the item was in transit. The same assurances were repeated on June 27th by a customer service representative, who stated that the final delivery deadline was June 30th.Upon informing them that I would be traveling on that date, I was told that they would attempt to cancel the shipment, but I was also warned that the delivery might still occur regardless. Then, quite astonishingly, after six days of repeated inquiries and reassurances, I received a notification stating that the product was no longer in stock.At no point during those six days was I informed of any stock issues. When I contacted Farfetch to express my dissatisfaction and to request appropriate compensation, I was offered a token gesture of £20. I found this offer not only inadequate, but frankly insulting. I communicated as much, only to receive a curt response explaining that stock unavailability was beyond their control.Farfetch’s conduct reflects a clear lack of professionalism and respect toward its customers. The company operates within a self-constructed echo chamber in which it is never at fault, and customer concerns are met with indifference. Farfetch continues to portray itself as customer-centric, but this image is demonstrably false. In reality, the organization suffers from an alarming lack of coordination and accountability.From a legal standpoint, the handling of this case may raise questions under consumer protection legislation, particularly with regard to misleading communication, failure to inform the customer in a timely manner about the unavailability of goods, and the failure to deliver within the promised timeframe. These issues could potentially constitute breaches of contract under applicable trade and e-commerce regulations. If such practices persist, it would not be unreasonable to seek redress through appropriate consumer protection authorities or alternative dispute resolution mechanisms.Customers may wish to consider carefully whether it is worth engaging with a platform where many partner boutiques are deliberately obscured, operating anonymously under the Farfetch brand. A curious approach to transparency, to say the least.
