Farfetch

User Experience Report

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Farfetch

Top Insights This Week

Week of July 23rd, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
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All Insights

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TOP INSIGHTS

A weekly roundup of Farfetch's key feedback

1

Customer Service Issues

A significant number of users, approximately 30%, report dissatisfaction with Farfetch's customer service, citing unresponsiveness and poor problem resolution. Many customers feel ignored when seeking assistance with order issues, returns, or refunds, leading to frustration and a lack of trust in the service.

I contacted customer service multiple times about my order, but they never responded.

2

Incorrect Orders

Around 20% of users have experienced receiving incorrect items, such as wrong sizes or completely different products. This issue is compounded by the difficulty in resolving these errors through customer service, leaving customers with unwanted items and no clear path to resolution.

I ordered sunglasses but received a different pair, and customer service hasn't resolved it.

3

Discount Code Problems

Approximately 15% of users report issues with discount codes not being applied as promised. Many new customers are enticed by promotional discounts that fail to work at checkout, leading to disappointment and a sense of being misled.

The 15% discount code for new customers didn't work at checkout.

4

App Functionality Issues

About 10% of users experience technical difficulties with the app, such as glitches, loading errors, and problems with filters and search functions. These issues hinder the shopping experience and can deter users from making purchases.

The app keeps crashing and won't let me view my wishlist.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

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#3 Straggler

Competitors Analysis
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#1 Users Choice
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#3 Straggler

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Nuggets

Major Highlights of the Week

Discount Code Issues
Customers frequently encounter problems with discount codes not applying at checkout, leading to frustration and a perception of misleading promotions. This issue undermines trust and can deter first-time buyers from completing their purchases.
I downloaded the app with the promise of 15% off the first order, but the code didn't work, which was very disappointing.
Customer Service Delays
There are significant delays in customer service responses, with some users waiting months for issue resolution or refunds. This lack of timely support damages the brand's reputation and customer loyalty.
I've been waiting for my refund for months, and customer service keeps saying it will be processed in 14 days, but it never happens.
Incorrect Orders
Customers report receiving incorrect items, such as wrong sizes or completely different products, with inadequate resolution from support. This operational flaw leads to dissatisfaction and loss of customer trust.
I ordered a Marc Jacobs hoodie but received a dress instead, and customer service was unhelpful in resolving the issue.
App Functionality Problems
The app frequently experiences technical issues, such as network errors and crashes, which hinder the shopping experience. These technical barriers can lead to abandoned carts and lost sales.
The app keeps saying there's a network error, preventing me from accessing my cart or wishlist.
High Delivery Costs
Unexpected high delivery costs and additional charges, such as import duties, are a common complaint, contradicting the advertised 'free shipping' claims. This discrepancy can lead to customer dissatisfaction and perceived dishonesty.
I was charged $31 for shipping each item, despite the app claiming free shipping.
Return Process Frustrations
The return process is cumbersome, with users facing difficulties in obtaining refunds or exchanges, often requiring extensive follow-up. This inefficiency can deter repeat purchases and negatively impact customer retention.
I returned an item, but they claimed it was damaged and refused to refund me, despite my evidence.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Discount Code Issues
Customers frequently encounter problems with discount codes not applying at checkout, leading to frustration and a perception of misleading promotions. This issue undermines trust and can deter first-time buyers from completing their purchases.
Customer Service Delays
There are significant delays in customer service responses, with some users waiting months for issue resolution or refunds. This lack of timely support damages the brand's reputation and customer loyalty.
Incorrect Orders
Customers report receiving incorrect items, such as wrong sizes or completely different products, with inadequate resolution from support. This operational flaw leads to dissatisfaction and loss of customer trust.
App Functionality Problems
The app frequently experiences technical issues, such as network errors and crashes, which hinder the shopping experience. These technical barriers can lead to abandoned carts and lost sales.
High Delivery Costs
Unexpected high delivery costs and additional charges, such as import duties, are a common complaint, contradicting the advertised 'free shipping' claims. This discrepancy can lead to customer dissatisfaction and perceived dishonesty.
Return Process Frustrations
The return process is cumbersome, with users facing difficulties in obtaining refunds or exchanges, often requiring extensive follow-up. This inefficiency can deter repeat purchases and negatively impact customer retention.

Quotes of the week

Hear from some of the most impactful users to drive changes

I ordered a pair of shoes and they sent me something completely worn. Sent it back and took over a month of back and forth over emails and calls for them to decide that they 'cannot accept the return because it does not meet their return policy.' Totally useless in resolving issues. Do not expect any client service beyond lip service.
09372938
Week of July 23rd, 2025
I just spent 45 minutes trying to apply the promo code NC15FF for a 15% discount on my first order from Farfetch. A message said the code had been applied, but was not reflected in the price. I signed out and tried again before giving up and calling customer service. After waiting on hold, the representative explained that certain brands are excluded from the new customer discount although nowhere does it say so on their website or on the app.
Savvy US shopper
Week of July 23rd, 2025
I ordered a Balmain belt, the pictures didn’t show any damage but the product I received had chips and scratches and was missing some of the gold on the face of the B.
Champp22
Week of July 23rd, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
I ordered a pair of shoes and they sent me something completely worn. Sent it back and took over a month of back and forth over emails and calls for them to decide that they 'cannot accept the return because it does not meet their return policy.' Totally useless in resolving issues. Do not expect any client service beyond lip service.
Candice Wu
App Store
I just spent 45 minutes trying to apply the promo code NC15FF for a 15% discount on my first order from Farfetch. A message said the code had been applied, but was not reflected in the price. I signed out and tried again before giving up and calling customer service. After waiting on hold, the representative explained that certain brands are excluded from the new customer discount although nowhere does it say so on their website or on the app.
Kelly Williams
Google Play
I ordered a Balmain belt, the pictures didn’t show any damage but the product I received had chips and scratches and was missing some of the gold on the face of the B.
Koray Okumus
Google Play

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