MATCHESFASHION.COM Reviews

Name: MATCHESFASHION.COM
Rating: 1.59

1.6 Rating 153 Reviews

15 %

of reviewers recommend MATCHESFASHION.COM

Company Reviews

Questions

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

Visit Website

Write Your review

Tell us how MATCHESFASHION.COM made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Really bad service. Was my first and last order for sure. They cancelled my order with no reason, and send no money back yet. Hard to contact as well, answer to emails really slow... Stay away from this place.”

Helpful Report

Posted 4 years ago

“It’s Monday 23rd of March and I understand your staff still have to attend the studio in hear east, London, even though the government has repeatedly advised that everyone of us should stay at home to ensure we do not transmit the COVID-19 virus and therefore put the NHS under greater stress. You are putting your staff and London people at great risk. Come on guys you are not saving lives, but you could if you allowed all your staff to WFM. DO THE RIGHT THING, be responsible and close your studio. #STAYATHOME”

Helpful Report

Posted 4 years ago

“Pretty amazing customer service! Ordered YSL Lou camera bag on a Monday afternoon and received it to my home in Toronto Canada Wednesday afternoon! Also, as a first time purchaser received 15% discount on my gorgeous handbag. THANK YOU!”

Helpful Report

Posted 4 years ago

“I’ve purchased Versace sneakers from the company in June 2019. The gold plated hardware literally fell off the item on the third day of wear. I have photographic proof of what happened. After many attempts to contact the company (including sending many costly mail correspondences), they’ve agreed to accept the item for repair. After that, they were not responding to any requests from me and when I got an answer, it made no sense at all. Matchesfashions keep dragging the issue longer and longer and just simply kept ignoring me. It took over 3 months to get the merchandise back. When I returned it I took pictures of how it was mailed back for repair. When I got the so-called “repaired” product back, it was something absolutely unbelievable: the footwear was covered with glue residue all over and dirt , the second pair (from the original packaging) of the Versace shoe laces was not in the shipment. The gift box was completely trashed. Most importantly, the Gold plated hardware fell off again on the first try! I t definitely looked like someone wore the sneakers for a while, before they were returned to me. Otherwise there were never repaired or repaired by someone without any knowledge of “how to repair the footwear”. I contact them again. I, again, spent a lot of time putting all the proofs together. Hey got back to me almost a month later and only after I demanded answers. At that point I was 6 (!) months into this fiasco. The response from Matchesfashion rather shocked me. They stated that the item repaired was shipped to me in a better condition than it was when I mailed it back. That was complete dishonesty. I requested a proof of their claim, after all, at that point they were basically calling me a lire. No proof of their claim was ever produced, because it simply doesn’t exist. I suggested that MATCHESFASHION fashion credits my account with 50% US Dollar value of then total I paid for the item towards future purchases and for what they’ve put me through, but I have never heard back. I honestly do not understand why they’ve treated me with such complete disrespect. I have been a very loyal customer and have spent a lot of money with them to date. Perhaps, international consumer standards commission would like to re-view this matter?”

Helpful Report

Posted 4 years ago

“I ordered some Sophia Webster shoes. Unfortunately they were too small and had to go up a size. I had tried them on inside my apartment. As a result of having hard food floors, the sole got a bit dirty. This is typically. Anyone who has hard wood floor knows this. They sent me an email telling that they could not refund my money nor issue me a store credit because the shoe looked like it had been worn. I assured them that the shoe hadn’t been worn. As a matter of fact the sole to the heel still looked brand new. If they had been worn, the sole to the heel would have shown that. Long story short they refused to do a refund and returned the shoes back. Please stay away from their company. Now I’m left with a shoe that is completely useless to me because they are too small”

Helpful Report

Posted 4 years ago

“BE AWARE: Matchesfashion:dishonest Store managed by dishonest equity firm Apax partners. this store worked well before the owners sold to equity firm Apax partners. and these firms all they want is to maximize their benefits even if it is to the detriment of the client. Matchesfashion-Apax partners all they want is to maximize their benefits and therefore have low skilled workers and also burned, and that's why customer service is non-existent My case: they are wrong to send a product other than purchased, then to verify that it is true they ask for photographs, and when They tell you that they do not charge the £ 10 of shipping costs, but then it is not true and they charge the costs even though it is their mistake Summary: This store is the opposite of a pleasant shopping experience, and they also waste your time and money because they are unable to send the purchased product”

Helpful Report

Posted 4 years ago

“I would never recommend this company. They dont follow retail laws and seem to me a scam. I ordered 4 months ago a pair of trainers from them and they sent me a wrong pair with completely different size. I called and complaint that was acknowledged after weeks and I was told to take pictures of wrong item sent. I didn't it straight away and they agreed that it was a wrong item so i had to send it back. I never heard from them for almost 2 weeks. Upom chasing for good 2/3 weeks, I was told that money will be refunded in next 5 days. I waited another week but nothing. So I had to chase again and everytime was a new agent so they had to investigate over and over again. I got so frustrated as they did not process any money and took my trainer as well. They were zero apologetic and kept delaying the process. Everytime different agent assured me that money wil be processed shortly and it never happened. They were illegally keeping my money and trainer and after more than 2 months they told me that refund won't be processing as its now out of 30 days period . I was shocked on their negligence and stupidity as how they could even come up with this excuse when they had the wrong trainer back with in a week. I asked to spoke to any manager but all the time managers were away or busy. No one gave me a satisfactory answer for ages. After almost 3, I managed to speak to a manager who came up with sonething completely new that trainers sent to me were the correct so i need to have the same trainers as for them someone during transit of my delivery sealed my order so it's not there responsibility and I need to keep the wrong trainer. I was completely in shock as they don't have any store and they only way to speak to them is either a phone or an email. I am so helpless as I don't know who to report this fraud, I paid 135 pounds and they want me to keep a trainer worth 70 pounds cz of the delivery company's mistake and I even don't know as they just come up with some stupid excuse not to refund me but keep the wrong item. The staff including managers are so unprofessional and manipulator. I feel so helpless as my money and trainers are with them and I can't do anything. They are definelty not following retail laws and if someone doesn't take it to court they can commit this fraud so easily. I was told several times that my refund wil be processed and after almost 3 months they changed there verdict 6 times and everytime they came up with some new excuse not to refund. I got so frustrated in the end and helpless that I even asked them to give me correct size of whatever trainer they sent me but the manager I spoke to was so rude that she did not help at all and wanted me to keep the wrong trainer as they knew I couldn't take it to court as I never did in last 3 month's so they knew I can't cause any harm. I never posted on social media and they observed it for 3 months and kept promising me to refund until they realised that I'm not taking any legal action as well as taking it to social media so they changed but I was waiting for them to reconcile this fraud. I would not recommend them at all as they are selling expensive brands and its so easy for them to deliver cheaper items and profit from the extra money and wait if the customer is weak, then fool them and keep the difference as they don't have any stores and you can't access them.”

Helpful Report

Posted 4 years ago

“ALL YOU CAN GET WHEN YOU PURCHASED A DEFECTIVE SWIMSUIT FROM @MATCHESFASHION IS SINCERE APOLOGIES AND 15 EUR CHARGE FOR THE RETURN THIS IS HOW THEY HANDLE THINGS!”

Helpful Report

Posted 5 years ago

“ALL YOU CAN GET WHEN YOU PURCHASED A DEFECTIVE SWIMSUIT FROM @MATCHESFASHION IS SINCERE APOLOGIES AND 15 EUR CHARGE FOR THE RETURN THIS IS HOW THEY HANDLE THINGS! Matchesfashion always claims the luxury shopping experience is what they aim to. Let me tell about my «experience» shopping with them. Almost a month ago I purchased a Jade Swim swimsuit that turned out to be defective - there were holes in the bottom. I immediately wrote to customer service and asked for expertise and exchange. I was on vacation and felt really disappointed I could not wear the swimsuit. Some Christina from customer service confirmed they will process the exchange and let me know the results of expertise. I returned the top and bottom in one box. After a week I received a notification that the cost of the bottom was refunded on my credit card. First, I never asked for the return of money on my credit card, I wanted the swimsuit or options (account deposit to buy new stuff). I am from Russia and I loose money with every return due to conversion currency rates (euro to ruble and vice versus). Second, where is the top? They could not find it. Bingo, it was in the same box! When they found it, they processed the refund to my credit card (AGAIN!) minus 15 EUR return charge! So, in the end I lost money on conversion rate, lost 15 EUR for return of the damaged swimsuit, lost money on the cell phone to call Matchesfashion because nobody actually tend to handle my issue and call me and what Is more precious - I lost my time to solve it! Every time I got sincere apologies and nothing else. I mean, this is not a luxury shopping experience I aim to! I am working as a personal shopper back to Russia and I do quite many online purchases. I would say, Matchesfashion has always been a bit slow in answers, a bit too formal and abstract (meaning never did I receive any clear answer on my request), but what happened now is beyond sad and unprofessional. I never received results of expertise, all the agreed terms been neglected. Recommend never shop there if you respect your time and aim to luxury shopping experience. Order number OMF180496593. Can send the screens of my emails and the photo of the swimsuit on demand.”

Helpful Report

Posted 5 years ago

“DO NOT BUT FROM THIS COMPANY! THEY WILL STEAL YOUR MONEY AND TIME! I ordered a few months ago a pair of gucci princetown as I liked my previous ones so much (bought my previous ones straight from the gucci store) but this time I thought why not online? after I ordered them online the shoes arrived and I thought yay lets wear them, after not even joking 4 minutes with a protective layer the front of the shoe (wooden material) just broke off? I have never seen something like this? I contacted them straight away and returned the shoe! they promised it wont take longer than 3 weeks... well its been now 8 weeks and during the waiting time they nearly ignored all my messages! had to contact my credit card company trying to get back my money... today after these 8 weeks they finally got back and said, they wont give me a return? and that they will send the shoes back? now I'm sitting here thinking, you guys left me in the dark for weeks, ignored me, sold me a faulty product and you wont even refund me my money? I bought the shoes back then to wear in summer as they are slipper? I do not need them especially a faulty shoe for this price nearly £500 to wear in winter now? I JUST WANT MY MONEY BACK! so if you consider investing in such an expensive shoe please please go to Selfridges or directly to the store but DO NOT BUY FROM THEM”

Helpful Report

Posted 5 years ago

“DO NOT BUT FROM THIS COMPANY”

Helpful Report

Posted 5 years ago

“Hard to believe in reviews below I only had wonderful experiences with matches Quick delivery great customer service No problem with returning items Refund issued ASAP Highly recommended”

Helpful Report

Posted 5 years ago

“Terrible, ordered a t-shirt 350+ euros a week ago. Haven’t gotten an confirmation mail nor a shipping mail. Mailed them about it and they replied: “I can confirm the order was unsuccessful. Any funds that might appear to have been removed from your account, have simply been held as a pre-authorisation, which will be automatically reversed by your bank within the next 5-10 working days.” What the f is this bs? How was it unsuccessful when Paypal got through? On my Paypal it literally says I paid.”

Helpful Report

Posted 5 years ago

“Buyer beware: 14 Days later I have no package and I have no refund. DHL admitted the driver never came to my address..Customer service says I need to wait until the investigation that will last another 4 weeks. Shop elsewhere. Not worth it!!”

Helpful Report

Posted 5 years ago

“Slow delivery and bad customer service. I have emailed twice to their customer service and no one replies even though I'm a loyalty customer and spending reasonable amount of money every season. I think I might want to order from somewhere else next time. I feel they just don't care.”

Helpful Report

Posted 5 years ago

“Absolutely terrible customer service. Never received the items ordered (driver was several hours late), contacted Matches on the day and requested a refund. 10 days later, several emails (remained unanswered) and phone calls later (each concluded with a commitment by Matches to be in touch on the day with an update which never happened), I am still waiting for a refund. Apparently, if the driver did not return the items to Matches I have to pay for them??”

Helpful Report

Posted 5 years ago

“Will never order from matches fashion again. Bad customer services as I emailed several times over my problem they said someone was going to phone me but never. I bought a pair of Isabel marrant slides after 3 weeks they were starting to peel at the sides. 2 weeks later I was coming out of a shop and suddenly had no shoe on the slide had snapped. This is out of order the money I paid to just have a pair of slides for 5 weeks. No replacement or nothing the shoes were faulty”

Helpful Report

Posted 5 years ago

“Absolutely awful customer service. Sent a pair of shoes that were defective. Will only reimburse at will after repairs, and then it is still not guaranteed. Avoid this company”

Helpful Report

Posted 5 years ago

“Ordering was so easy and the gift packing was lovely. My son loved his new shoes”

Helpful Report

Posted 5 years ago

“Reliable & dependable & will order again After reading the mixed reviews on a few platforms about Matchesfashion.com I've felt apprehensive about making my first order. I was pleasantly surprised when I've received it all the way from London (UK) to Toronto (Canada) literally within 24 hours. A fab Undercover (brand) coat in super elegant packaging prepared by Avril. Thank you!”

Helpful Report

Posted 5 years ago

MATCHESFASHION.COM is rated 1.6 based on 153 reviews