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Goods arrived damage, took a week to respond and offered next to know compensation. Shocking service!
£700 Cartier sunglasses broken after 6/7 months, Matches have had 3 months to resolve the issue but so far nothing! Just palmed off with excuses. Not even a partial refund to get them repairs myself.
I was assured that the head of customer service would be contacting me once the 'investigation' into the case was completed. This was some months ago; either Matches ability to carry out that investigation is to the same low standard as their customer services and quality control and they are still trying to assess everything that went wrong, or they were lying. Either way, never again, there are other companies that actually are able to function and treat their customers like customers, not an unpleasant distraction from running a ludicrously bad business. My friends and acquaintances are joining me in boycotting Matches; losing custom may lead to them changing to a decent company.
Matches sent faulty boots... why; do they not check?... and then long, farcical returns process ensued.
They insisted I use their choice of courier, even though no depot near me, so after weeks of asking for R. M. to be used, I had to take a day off work to wait for their courier.
They have since told me they could have requested a two hour collection slot, but they didn't. No apology.
I answered their email 11 days ago; no answer as yet.
I would not buy from this company again if they were selling £3000. 00 coats for £3.00. They do not know how to provide customer service.
If I could rate zero stars I would, by far the worst retailer I have ordered from. I was scammed out of over £3500, and their excuse was that the courier said he delivered it therefore there is nothing they can do. I am currently in the process of making a claim for the small claims court to get back my money.
MATCHESFASHION has made buying Shoes/Boots on line. Not just Possible, but Pleasurable. Fast delivery, fast return. I have bought nearly All my boots from them. Amazing Shopping, Amazing quality.
My last buy, Louboutin Ankle boots. I was afraid that they would be too narrow as my feet are a tad broad. I bought a size too big. Quick turn over and I got My size 4. So very Comfortable. I tried to get them in another colour. Sold out... I'm so SAD. They are on my WISH LIST.
Bought a dress in May, returned it in May, still have not received my refund. It is impossible to get in touch with customer service- they don't respond to emails, you have to wait at least 30 minutes to reach someone on the phone, and multiple times when I finally reached someone the call disconnected but they never called back. Their representatives always say they are looking into it, but there is never any progress or response.
I am a huge fan of Matches and have been a customer for years. I have also been buying most of my gifts through them and have them sent to Greece.
We live in London and deliveries take place on time. Since Brexit however, they are really bad with refunds. It takes a minimum of two weeks after they have received the goods to process refunds. I have also had other problems with them which were eventually resolved but only because i insisted and spent a lot of my time to achieve this.
What has made me write this review is the following: on my last order, three items were missing. I emailed them, i telephoned them and the issue is not resolved to date (6 July 2022). I wrote again and still no reply. For the past two days, their telephone lines are down.
Today, as i am writing this, Matches is unreachable. They have received money for goods not delivered. So, the fair description for them is: THIEVES.
I received a pair of jeans with a minor defect, but still wanted to keep them so I emailed for a partial refund, and I even included photos. I got a response a couple days later asking for me to send photos (?) and they would quickly find a resolution for me. I had to email about 15 times over a period of a MONTH for them to finally offer me $15 in store credit. HAH.
Seen this site and the reviews... must admit, put me off straight away. But also looked at Trustpilot and they say 4.6 average. Glad I went with those. Ordered jacket later Thursday night, called to check the had my order ok (as I was of course apprehensive), answered the phone straight away and answered everything I needed to know. Was despatched on the Friday also and arrived Monday - 5 stars from me
I'm not usually one to leave reviews, but I decided it was worth it to create an account to leave this one. After reading so many negative reviews, I questioned whether I should be purchasing from MatchesFashion. The item had an unbeatable price though, so I decided to go ahead and chance it. The item was shipped very quickly. I hadn't even checked my the tracking info because I expected the wait to be much longer, and then the package arrived at my door! It was in a well-packed box and in perfect condition. I can't attest to how the service is if any issues arise or if returns are needed, but my experience with this order from MatchesFashion was nothing but positive. I'll definitely be ordering again!
Matchesfashion is the worst "luxury" goods online shop! I received my parcel with a delay (10 days later than expected) and the item was defective and in very bad condition. I emailed them 3 times and then they answered after days asking for photos of the defective item. Then they told me they can replace the item once I return it. The parcel didn't even had an invoice or a return label inside and I couldn't return it! I explained the situation AGAIN and they didn't even answer to my emails once again! I paid 390€ for defective sunglasses and now I cannot even return them! My worst online experience ever!
Finally, after a month, received a response with an apology for mishandling of the customer service and a resolution to the simple question raised by me. No explanation of what has caused the customer service issue, so I cannot say that the root cause has been addressed.
After three emails and about 2 weeks since the original query on Feb 7th, on February 22nd, I received a response apologizing for the delay and that MF will get back to me shortly. As a surprise to no one I guess, all I have is crickets... I have yet to hear back from anyone. Is anyone still working there to respond to customers? This is supposed to be a luxury retail platform, but it appear to be a complete joke and utter disregard for customers.
I almost didn't order my item because I saw the bad reviews but I got my order lickety-split in CA faster than most e-tailers in the States. Loved it!
I'm disappointed and upset with this company as they practice dodgy business with no ethics at all! They sent me a faulty and broken Jacquemus handbag (pics/video attached) below. Secondly when I asked for a refund it took forever until now I haven't received, lastly this the company fault but I'm the one who need to pay the return shipping? I'm like wtf. What kind of shabby business you guys are doing? I will not order from this company anymore! Traumatised with the worst experience. Btw for those of you who think you are getting a good deal from this company trust me when the item reach your country there's a hidden charge for tax
How long does it take for you to reply to emails? Ages that's if you do. Your quick enough to put a reply on my trustpilot review saying sorry for i convenience someone will get back to me but no one ever has. This site sends out fake clothes that don't have all the necessary authenticity tags on apart from matches fashion one sating if this tag is removed you will not be aloud to exchange it. Avoid this site if you want your problem solved I'd just give up and ship somewhere else. Fake garms be careful! First pic my hat with matches fashion own lovely tag but no fendi tags like the next picture from another shop. Same hat
Such a disappointment, wrongfully displayed sizes which led me to purchasing two pairs of shoes that arrived huge. They offered no solution to me and refused to refund expensive shipping costs.
Will never shop MATCHES FASHION ever again.
Very bad company! They are not taking any responsibility. After week's waiting of the reparation of my shoe, they give me a totally different sole. And saying now, they can do nothing any more.
I am having big problems with Matches.
They owe me 650 euros that they do not want to refund.
It corresponds to pieces I returned. Matches say it was not in the package but of course it was.
I have been waiting since September!
Either they are just not responding to email either they tell me to see with UPS.
It's the first time I have to deal with such a dishonest website! And I am used to these kind of website because I do shop a lot with Net a Porter, My Theresa...
They lost the piece (or UPS) and I don't care about who lost it, it's not the customer to pay for their mistakes. It's scandalo
The worst customer service I have ever experienced. NEVER EVER WILL I PURCHASE FROM THIS COMPANY AGAIN!
After making purchase, the customer service asking for my card authorization number.
What? I paid through paypal.
Never have this ridiculous experience before from online shopping.
If my purchase should be cancelled by my rejection to share, so be it!
