MATCHESFASHION

I just placed a £300 order and received an email explaining that I could not receive my order until I sent in a colour copy of my passport or driving license! With all the data protection issues and identity fraud going on I found this very disturbing.

When I called they said they would put me through to someone in security but after 10 minutes waiting someone just hung up the phone. When I called back they said that either I send my ID (and open myself up to identify fraud) or they cancel the order.

They assured me that I had not yet been charged and the money hadn't left my account (although I could see the transaction had gone through in my bank statement). After cancelling the order she then said that it would take 5 days for the money to return to my account!

Now it is 2 days until xmas and I have no xmas presents and no money to buy them... I think that was possibly the worst shopping experience ever.

Order OMF*******

Just closed my account today.

There are plenty of other luxury apps/shops to by from. The client support is absolutely terrible.

I had ordered two pairs of shoes, different sizes, ended up returning them since they did not suit me.
Unfortunately someone at UPS stole the items and the box arrived empty at Matchesfashion

Despite clear evidence that the box had been opened (yes one of the edges had been completely ripped apart and the box was closed with scotch tape all arounf!) Matchesfashion refused my refund twice!

I had to make plenty of calls and send several emails challenging them so that the issue could be solved. It was a nightmare.

Take my advice, do not take a risk, order from somewhere else

I ordered two Diane Von Furstenberg dresses in size 4. They were both on sale. In particular the leopard print wrap dress is gigantic and the measurements are way off from what I found on other website such as Net-a-Porter. They asked me to send it back for inspection by the product specialist. It slipped out of my mind and then after two months, they sent me back the dress claiming that there is nothing wrong with it and they will deny the refund!

This is just outrageous. It took them two months to figure out... and with no prior contact whatsoever, what kind of customer service is this? Did the specialist even bother to check the measurements? Even if the dress is not faulty, it did not pass the return deadline. They are just doing whatever to prevent returns with lies and scams.

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

I was returned my item by 21th sep because they send me the wrong tomford case for my Gucci eyewear... but I was waited almost 2 weeks time to chase after them for refund. They reply still pounding... until I have to contact my bank to request open dispute to get my money back... funny things is they keep argue with me that the Gucci eyewear comes different case... hello. The case with big TOMFORD on it... very bad as not responsibility as seller. Can't trust... hope all the buyer just be careful...

I bought an expensive pair of shoes, $825. When they arrived, they were too small. I returned them and sent a message to Match asking for my refund. This kicked off a bunch of emails from them asking for pictures of the shoes. What do pictures of the shoes have to do with anything? I returned them, never wore them and I want the refund that their website says I'm entitled to. But I'm having to fight through my bank. Shame.

I ordered two pieces Pleats Please Issey Miyake top, both pieces are defected. One piece both sleeve have removeable mark, other piece under arm both side have the same removeable marks But I send an email and called customer service after I received it, so far no response from customer service. Terrible customer service.

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.

After I placed my order, the delivery date concerned me. It was too fast for an international shipment. I then started to read the reviews which increased my concern. I thought I was scammed! However,
I received the delivery right on time, it was amazingly packed, and I am still thrilled at the price that I paid. I didn't have any interaction with their customer service since I had no need to contact them. I couldn't be more happy with my purchase!

This company has the worst customer service and they are scammers. I never received my order and they refuse to issue a refund.

Take my advice don't order from them, order directly from the brands website.

The last order I placed at matches wasn't delivered because it either got stolen or lost, yet they didn't refund the money. After calling several times during a month, I got an email in which my claim had been rejected, moreover, the money won't be refunded. As I asked for the delivery proof, they said they couldn't provide me this information. So whatever happened here, the concept of customer service is non existent, and they just keep the money of never delivered order. VERY UNETHICAL.

I have order from this company but I have never receive my order and they do not follow up or apology. All they have to say is that the carrier still investigate the issue. They lost my order but they do not care about it as if it is up to me to follow with the carrier UPS.
Very disappointed.

DHL deli only orders to the wrong since last Tuesday. Then I reported my list toDHL and Matchesfashion. However, both companies still no replies to me. I'm so frustrated. It's not my fault. But why I need to spend so much time for checking and chasing with them for my order updated status. I spent totally CAD1000 for my order. So now, I cannot do refund and advise me to wait until DHL finished investigation for my order lost. For sure, I'm so disappointed about matchesfashion. I won't do the anymore.

I purchased a pair of Marni sandals (approx $1000 AUD) which within 2 months of wear presented with pealed leather on the base of the footwear. I emailed matches requesting an assessment for a faulty item and asking for them to be swapped or returned. Matches took 8 months! To sort out the process and then told me that the reason it was rubbing off was because that's wear my foot sat? Appalling. I will never be purchasing from them again! Do not shop here.

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!

The bag came all scratched
The bag came all scratched, I contacted support about 10 times. No one answered. I returned the bag and with great difficulty got a refund. I had to write even in Instragram. So the money for the delivery of the defective bag was not returned to me, I also paid more than 100 pounds for customs and still deducted the money for the delivery back. In total, I paid 150 £ for the error of this store and no one even answered my letters. This is the worst experience ever. All the answers here, that we will answer you soon, are nothing more than lies and bullying. My first email is from January 11, today is January 26 and there is no response OMF*******