MATCHESFASHION.COM Reviews

Name: MATCHESFASHION.COM
Rating: 1.59

1.6 Rating 153 Reviews

15 %

of reviewers recommend MATCHESFASHION.COM

Company Reviews

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Metrics

1.6

Based on 153 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 68%
Accurate And Undamaged Orders	Greater than 77%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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MATCHESFASHION.COM 1 star review on 18th September 2024

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“So baddd !!!”

Helpful Report

Posted 10 months ago

“I had as well the similar case recently with return of Matches fashion order. Only few days past since my order has arrived and I’ve been trying to make a return online on their website but I didn’t get the option to select the item for return. Tried to call the customer service, but their line was not operative (and now I realize why). When I emailed customer service I was told that ‘orders placed with MATCHES prior to 8th March 2024 cannot be returned.” I red similar reviews and found out info online at BBC news, that Matches is being put into administration due to financial losses / posted on March 8, 2024. So, I guess this new “rule” is related to all these changes inside of company, but why should we as customers face those unfair actions? I am thinking of any possible legal way to protect my rights, as this kind of new rules system, attitude and behavior from Matches is clearly unlawful.”

Helpful Report

Posted 10 months ago

“I had the same experience as the previous two reviews. I’ve been trying to log a return online on their app and website but I didn’t get the option to select the items for return. When I eventually emailed customer service today I was told that ‘orders placed with MATCHES prior to 8th March 2024 cannot be returned.’ As previous reviewers pointed out Matches is breaking their own 14-day return policy with this statement. And what’s with the 8th of March??? I’ve been trying to contact them by phone or chat on their app and website, and I cannot get through. Something weird is going on and very unlike Matches.”

Helpful Report

Posted 10 months ago

“They are not accepting my return just because they suddenly say orders placed with MATCHES prior to 8th March 2024 cannot be returned. But this information wasn't anywhere! I feel scammed!!”

Helpful Report

Posted 10 months ago

“THEY ARE REFUSING TO ACCEPT MY RETURN FOR FULL PRICED ITEM AND REFUSING TO REFUND ME!! They never wrote anywhere item could not be returned and now are making it up saying items bought prior to 8th march cannot be returned!! This is outrageous and I don’t know where to report this. It’s a theft!!”

Helpful Report

Posted 10 months ago

“Invents a no return policy that is written nowhere! Trying to return clothes well within the time frame for returns as stated on the website. I purchased two items (one on sale and one non sale) on the 1st of March, and payed to have it sent express, so it arrived on the 4th. of March. Today (10th of March) I tried to return the items, but this turned out to be impossible. The reply is, that returns are not possible for good purchased before march 8. This does not make any sense, as two days from purchase would be an impossible time limit for returns. I cannot recommend buying anything from Matchesfashion. I have made many purchases here in the past, but since I am now stuck with clothes, that do not fit, I will not take that risk again. Be sure, that the purchase is right or do not buy from MF. Mytheresa is a very reliable alternative.”

Helpful Report

Posted 10 months ago

“Matches make it purposefully confusing the know beforehand their return policy. They make it seem like returning an item is easy, and that you will be provided with a post stamp in case you need to return. They say nothing about return costs. Where I live it costs 20 pounds to send a shirt back. When you contact customer service they refer you to their policy page, where you do not normally visit to read the small letters. It is fraudulent, and terrible customer service. I will never shop there again.”

Helpful Report

Posted 10 months ago

“With much sadness I have decided to close my accounts with MatchesFashion after many years. This has been driven by the extremely poor customer service which has become the norm, the increase in delivery fees and the fact you now have to pay for returns. This seems to have all coincided with the purchase of the company by Sports Direct (Fraser Group) which has the same policies in place. Will not work with Mr Porter for the things I need.”

Helpful Report

Posted 10 months ago

“You will not get a refund for faulty itemsI received a faulty item and they agreed to have it returned and inspected. It was inspected and I was told I would be provided a store credit. As it was faulty I requested a refund, they agreed. Two weeks later no refund. Multiple emails sent. Phone calls made. Social media contacted. No refund. Have no disputed the transaction on PayPal. All of their communication refers to “waiting to hear back” or “looking into my enquiry”. No wonder they have so many bad reviews. I will never shop here again.”

Helpful Report

Posted 10 months ago

“Terrible customer service. Ordered an item on sale. Returns policy at point of purchase said could return within 14 days. Return initially approved but only said I was entitled to credit. Questioned this as I should have been entitled to refund and then customer service rep said that it was mistake and I was not entitled to any refund or credit because item was purchased from the outlet and different terms applied. It was not purchased from the outlet. Evidence not provided. This was highly misleading. Would not have purchased had I not been misled by the statement at point of sale. Totally unprofessional and illogical customer service agents.”

Helpful Report

Posted 11 months ago

“I Returned an item and I’m still waiting for a refund 3 months later , 15 emails and four phones calls made and I still find myself in the same position. Terrible customer service .”

Helpful Report

Posted 1 year ago

“Worst customer service ever do not recommend they don't care about their customers I've been a loyal customer for 15 years I have bought over $200,000 from them and they do not care”

Helpful Report

Posted 1 year ago

“Worst customer services EVER! I had to return a pair of shoes because they were too small. I went online and printed the Return invoice and scheduled for it to be picked up by UPS. UPS never showed up on the scheduled date. I called the email with all the RMF & OMF information and it turns out that the UPS phone number belongs to DHL! This gets worse.... I called the US contact, but the phone number had too many numbers on it. Then I called their UK phone listed in the email and that turned out to be a travel agency! This looks like a fraudulent scam!!!!! I then emailed customer service and two days later, some one named Lola at customer service emailed me and asked when is the next best time to reschedule the pick up of the purchase that I want to return. I gave them a date/time frame. Nothing happened........no pickup! The email does provide another contact phone number, so I called and scheduled another pick up today, December 14th, 2023. When the UPS guy showed up, he had no idea what kind of document he needed for processing! I AM SO SICK WITH MATCHESFASHION's lack of professionalism and THERE IS NO CUSTOMERER SERVICE to speak off. THIS IS A JOKE!!! Especially since MF promotes itself as being a high-end online site.......I don't think so..... J.Crew does a much better job with customer service. MF can learn a few things from FARFETCH about customer service.”

Helpful Report

Posted 1 year ago

“The site crashed after trying to pay through paypal and said "Cannot place order. Please re-submit order details or try again later." I tried to pay again it worked second time but later realised that the amount was taken off from my bank account twice! I canceled my order hoping that the money would be released to my account. It's been over a week and still no money and no answer from their customer care. I have lost twice as much money i planned to spend and i don't have my order nor answer from the customer care”

Helpful Report

Posted 1 year ago

“Never but anything from matches fashion their customer service is the worst I have ever experienced in my 30 years of buying designer clothes. I purchased a pair of trainers online from matchesfashion.com, after 1 wear the sole started to separate from the shoe. I returned them to matches customer service. I rang them weekly for 8 weeks for an update. They kept on fobbing me off saying we are waiting to hear from the product specialist team who will make a decision and they would let me know. I would never hear back from them and would have to call them and wait on hold for 30 minutes minimum for an update. Only to hear the same excuse. After 8 weeks of waiting for a resolution they are now saying we are not refunding them and sending them back to you. I have never been treated so badly by a brand in my life. I would never purchase anything from matches fashion again and would advise anybody not to buy anything from them either.”

Helpful Report

Posted 1 year ago

“The worst customer service I've experienced. I spent close to $5000 on my initial order. A wrong items was sent and it took over two weeks to obtain an RMA to allow me to return the front item. With that order I was supposed to be a "Tier 3" Loyalty customer with a list of benefits including two "double points" orders of my choosing. I tried to place an order a week later and use one of the benefits to get double points, emailed and was told it wasn't available. No further offers or discounts listed on the benefits page was offered, no birthday gift which was listed as a benefit. Three sets of emails trying to get it resolved with no luck. My most recent email asking for help with the benefits was responded to with an auto reply and is now marked "closed".”

Helpful Report

Posted 1 year ago

“I attempted to make a purchase for a pair of shoes, went to proceed with my purchase, only to be returned to the checkout page with an error stating "Cannot place order. Please re-submit order details or try again later." I unfortunately went ahead with the checkout process again in hopes of it working (as I'd checked my bank account at this stage and nothing had gone through). It proceeded to show the same checkout error again. However, minutes later I received an email stating that my PayPal plan had gone through TWICE and confirmed with PayPal and my bank account that money had been withdrawn. I never received an order confirmation email from MATCHES or on my MATCHES account an order history. I have been incessantly following this up via email to rectify and address this issue urgently. They have consistently ignored my emails (only sending a customer service survey to rate the experience?!). I've sent emails with screenshots from my bank account, PayPal etc to no avail. They have STOLEN my money, I'm concerned that I'll never get it back (in total through my PayPal plan they will withdraw $914.40 AUD with my PayPal in 4 plan). I cannot afford this money to be stolen from me, it took months to finally make this very considered purchase for the specific purposes of work, so this is a lot of money to be stolen and distressed over. Please, PLEASE take this one message away - MATCHES is a fraudulent company that actively scams customers out of their money. Please read other reviews, unfortunately there's many horrible experiences of customers never receiving a refund back or having their money directly stolen, or taking 6+ months to recover their money back. Please research and take into consideration my story as I don't want other customers to go through this ordeal of fighting for their money back. There's plenty of other 'luxury' websites with fantastic customer service etc.”

Helpful Report

Posted 1 year ago

“Matches now charge for returns to be collected from home--no advance notice given. Matches in my view are no longer in the same league as Net-a-Porter, My Theresa, FarFetch and other high-end fashion retailers. They have introduced fees for return collections from home, which they never did previously and which none of the other high-end retailers do. Ni advanced notice was given of this change, even to long-term customers. They also seem to have cut their customer service staff to the bone. It took them 30 minutes to answer my call and another 20 minutes for the agent to speak with a manager. The others, as Matches used to do, pick up in less than 5 minutes. Maybe they are struggling financially? I know that they have lost my custom-it is so easy to get the same items elsewhere. Also, be warned that if you need to return an item and don't want to pay the exorbitant fees, you need to google where the nearest is. One would expect Matches would provide the links, but no. It really has gone down in my estimation”

Helpful Report

Posted 1 year ago

“Absolutely appalling customer service. Takes 40 mins at a time to pick up the phone and then the agents are not helpful and have no clue what’s going on. Asked me to return an item for another a replacement. I did not get a replacement and have been chasing everyday wasting 40 minutes at a time of my day. Absolutely terrible.”

Helpful Report

Posted 1 year ago

“Very poor customer service, takes long time to get a reply and the reply is not truthful! Liar! The customer service said they already refunded the money, but my credit card company has confirmed that the money is not received. I made the purchase on June 27th, 2023, and returned a dress. I still haven’t got the refund by October 8th, 2023. Don’t respect my time and experience! Don’t recommend to anyone! Watch out your money and time!”

Helpful Report

Posted 1 year ago

MATCHESFASHION.COM is rated 1.6 based on 153 reviews