My experience with MATCHES FASHION has been nothing short of a disaster. Their customer service is virtually nonexistent, leaving customers stranded without answers or resolutions to their issues. I urge potential shoppers to think twice before considering any purchase from this company, as their poor customer service and inability to handle returns professionally can lead to costly and frustrating experiences.
I recently had an extremely frustrating and disappointing encounter with MATCHES FASHION's customer service or their lack thereof. My experience with them has been nothing short of a nightmare, and I feel compelled to share it to caution others against making the same mistake.
Over two months ago, I contacted MATCHES FASHION seeking answers regarding a product I purchased. I had some queries about returning, but despite multiple attempts to contact them through various channels, I received no response for weeks after their initial email telling me that they would check with the senior team lead and get back to me ASAP. The complete lack of communication left me feeling helpless and frustrated, and I was left in the dark regarding the status of making my return.
Growing increasingly impatient, I eventually returned the item, as I no longer wanted to wait indefinitely for their response. I returned the product, hoping for a smooth resolution to my ordeal. However, little did I know that the nightmare was far from over. I tracked the package till the day I saw it had arrived in their warehouse and sent them 3 emails in regards to the arrival of the product. They then responded by saying they received the product and to wait 14 days for a full refund... I followed up two times on days 15 and 20 of them having my item back in their possession, looking to see when I would get my refund.
After 28 days of MATCHES FASHION receiving my returned item, I finally received an unexpected email from them saying they would be sending my package back. Mind you, my initial contact was 5/22/23, and now it is 7/31/23. To my dismay, it was the very same product I had returned, not a refund as I had expected. This was a severe blow, as I no longer had the matching top for the item, and the sizing was incorrect, rendering it completely useless.
I was taken aback by their carelessness and utter disregard for their customers. How could a reputed company like MATCHES FASHION allow such a fiasco? The fact that they not only failed to process my return within a reasonable time frame after saying that they would but also would be sending back the product in the wrong size when I had already expressed my dissatisfaction with it was beyond comprehension.
Their inability to address customer concerns in a timely manner and their blatant negligence in handling returns are clear indicators of a company that lacks proper customer service protocols. I am deeply disappointed in MATCHES FASHION and their complete disregard for customer satisfaction.
In conclusion, my experience with MATCHES FASHION has been nothing short of a disaster. Their customer service is virtually nonexistent, leaving customers stranded without answers or resolutions to their issues. I urge potential shoppers to think twice before considering any purchase from this company, as their poor customer service and inability to handle returns professionally can lead to costly and frustrating experiences.
I will never order from them again.
Date of experience: July 30,2023
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.
My order number is OMF*******.
I spent $757USD on a Charlotte Olympia backpack and this company sent me a faulty backpack - a bag with a magnetic clasp so weak that the magnet will not seek its other half and gives you problems to close the bag.
It has been close to 3 weeks since my initial contact. I was told to send the bag back for inspection by the product specialist then Ill be contacted with options depending on the outcome.
After chasing them up every second day with an international phone call, I suddenly get an email saying I have been refunded $674. NO OPTIONS AS THEY PROMISED.
With further chasing, I get told that the bag was not faulty and in a useable condition hence I do not get my full fee (duties and taxes) refunded.
HOW IS A BAG WITH A MAGNETIC CLASP SO WEAK THAT YOU CANT MAKE IT STAY CLOSED SECURELY CONSIDERED NOT FAULTY AND USEABLE, AND TO BE SOLD FOR $757?
I have a different Charlotte Olympia bag with the same magnetic closure, and a different branded bag with a magnetic closure. On both, the bag stays securely closed, and the magnets seek each other when closing. If the product specialist cares to compare the level of weakness of the magnet with another bag using a magnetic clasp, they will understand that its clearly a faulty product. I have explained this to the customer care team and requested to pass this message, which of course, simply got ignored.
After requesting to speak with the product specialist, I am told that my case will be escalated by a higher managerial staff in 24H. ANOTHER LIE BY MATCHESFASHION.COM. 24H later, not a single word.
Beware. Matchesfashion.com is a company that thinks a bag is useable if it can contain things; never mind having to close it securely. Theyll also lie to you and give you weeks of agony.