Dima

Hi Dima,

We're so disappointed to hear that your shopping experience with FARFETCH hasn't been as seamless as we aim to provide.

We appreciate you taking the time to share your feedback and we'll be using your comments to improve our service.

If you have additional feedback or need help with an unresolved issue, please send an email to customerservice@farfetch.com.

FARFETCH

Dmitriy,
As we have already mentioned earlier, we sincerely regret that you were left with such an impression of working with us. We always take into account our clients experiences in order to improve our processes.

At the same time, it is important to clarify that you personally were not the recipient of the service - another client worked directly with our team. Throughout the entire process, communication with the client was calm and constructive, with no complaints regarding the quality of support.

We would also like to clarify the details of this case:
The client registered for obtaining a Spanish visa in January 2025 and, with our assistance, prepared a package of documents that was successfully accepted by the consulate. The consulate issued an additional request, and the response was prepared jointly and submitted on March 4. By March 7, the visa was issued - an exceptionally short timeframe, which confirms the correctness of the document preparation, and the main service was delivered in full.

After this, the service was expanded with an additional product, and we provided further assistance to the client in securing an appointment for fingerprint submission. Our case manager successfully arranged the appointment. However, during the process additional requirements were raised, which were not valid in this context. Despite our support and arguments, the outcome was not positive, and we acknowledge this.

Nevertheless, we agreed with the client on further steps (a new appointment or support with visa modification), and there were no disputes or complaints raised in the dialogue. Given the unsatisfactory outcome, a refund was issued at the client’s personal request.

We sincerely regret that the final result turned out to be unsatisfactory for the client. At the same time, we are confident that our case manager delivered the service professionally and with full dedication, and we have no doubt about her expertise. We are already reviewing this additional product we provide, taking into account this feedback.

Thank you for your feedback.

Dima, this is the MigRun team - in particular, also Dima, the Customer Success Manager.

Thank you for your review - every piece of feedback is valuable to us and helps guide our continuous improvement. We’re truly sorry that this was your impression of our services, and we deeply regret that you felt abandoned - that is the last thing we ever wanted any of our clients to feel. We’re already using your case as an opportunity to reassess our internal processes, especially around communication and managing expectations.
We fully respect your request not to be contacted about this review and will of course not reach out.
At the same time, for the sake of transparency - especially for current and future clients - we would like to clarify a few important points:
1. Regarding the Portugal visa, we acknowledge there were challenges, but they were caused by external factors and were not related to any lack of expertise or incorrect guidance from our case managers. These issues stemmed from technical problems on the consulate’s side, which affected many other applications submitted in the summer of last year - some of which are still pending. In addition, when an unjustified request was received from the consulate on your case, we took all necessary steps to challenge it, including involving a lawyer and preparing a formal response, which led to a positive outcome and visa approval shortly thereafter. As for the challenge during the visa issuance stage, our manager remained in constant contact, responded immediately to your call, and helped resolve the situation - resulting in the visa being issued successfully, through our joint efforts.
2. Regarding the Spanish visa, we could not identify any issues matching what was mentioned in your review. As sometimes happens, the consulate issued an additional request for documents - a common case-by-case scenario due to the subjective nature of some decisions. After we responded, the visa was approved within 3 days, which is among the fastest possible timelines and reflects the quality of the initial documentation.
3. We’d also like to mention that when you experienced a significant delay in getting a Portuguese visa due to the error by the consulate, we were open to offer you an option to relocate to Spain and bear the costs of such switch. Even though it’s not our usual policy as there was no fault from our side. We also didn’t abandon you on the Portuguese route and you successfully received both Spanish and Portuguese residence visas. However, we noted that you felt the service did not match the paid value.

As mentioned, we will not reach out to you directly. But you’re always welcome to contact us via any of the following channels if you ever wish:
Email: support@migrun.tech
Telegram: @MigRunBot
WhatsApp: +351 936 766 973

Hi Dima,

We're very sorry for the frustration you've experienced with our iOS app and the support you received. We have confirmed the app is available in EU App Stores, so we're very concerned that you're unable to access it and that the link on our site is not working as expected.

This suggests a technical issue we need to investigate. Please contact our support team with more details, such as your country's App Store and your device model, so we can get this sorted for you: https://help.trustpilot.com/s/contact-us.

-Alyssa, The Trustpilot Team

Hello Dima,

Thank you for sharing your thoughts. It's wonderful to hear that you find our app's personal programs and AI assistance to be continually improving your experience. Your feedback is greatly appreciated as it helps us understand what’s working well for you.

For any questions or additional support you might need in the future, feel free to reach out to us via our live chat at https://chat.simple.life/. We’re always here to help.

Regards,
Simple Team

Hello, thank you for sharing your experience. I understand how frustrating it must be when the report doesn't give you the details you were hoping for. Our platform gathers data from numerous trusted sources, but there are times when specific details may not be reported if they haven't been recorded in the data sources that we rely on. I appreciate you bringing this to our attention, and your feedback will help us continue improving the value of our reports. If you'd like to discuss your experience, feel free to contact our customer satisfaction team at support@carvertical.com.

Hey Dima, 

Thanks so much for your feedback! We're thrilled to hear you had a smooth checkout experience and found a great selection of quality items. We appreciate your support and hope to see you again soon!

END.

Hi Dima,

Thank you for sharing your feedback, and we’re truly sorry for the inconvenience you’ve experienced. We completely understand how frustrating it must be to encounter such issues when trying to use the app.

Our team is already aware of your situation and working to resolve it as quickly as possible. If you haven’t received an update on your refund yet, please don’t hesitate to reach out to our Customer Success Manager directly at kk@yollacalls.com for personalized assistance. They will ensure that your case is reviewed thoroughly and prioritized.

We genuinely value your trust and hope we can resolve this matter to your satisfaction. Should the issue be resolved, we would greatly appreciate it if you could revisit your review to reflect your updated experience. Thank you for giving us the opportunity to make things right.

Hi Dima, thank you for your review. We're sorry to hear about the error you're experiencing when trying to create your account. Could you please reach out to your bank for further help? Regards, Lounge Key