MATCHESFASHION

AVOID THIS COMPANY LIKE THE PLAGUE - They have stolen £650 from us stating that a product was worn - Which it wasn't. I cant stress this enough - avoid avoid avoid.

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?

Instead of going to Fendi direct, my partner and I thought we would try Matchesfashion.com as the £500+ trainers she wanted to buy me were £30 cheaper. Here the review of our unpleasant experience.

I successfully placed an order on 15th January for two pairs of trainers and received order confirmation email. The next day they cancelled it without giving a reason. When I called to see why, they told me it was probably due to my Amex card being declined. Well, that was not the case because I could see the transaction on my statement as the payment went through.

They told me to place an order again, so I placed another order using a different VISA card and got the email confirming the order. Looked at my bank statement and another £791 was debited from my card by Matchesfashion.com. Then an email asking for photographic ID documents arrived.

In this day and age when ID theft is a major problem and a real threat with so many companies being data breached, Matchesfashion.com should not be asking customers to send such documents over the insecure email. Surely I was only buying two pairs of trainers, not applying for mortgage. In fact you have to be crazy to send your passport or driving licence to someone who already has your credit card details, home address and email details, even if they claim they will delete the document upon verification. Deleting a document does not mean it cannot be recovered from the email and from wherever it is saved during the verification. To help retailers card verification the card industry has introduced 3d secure technology, which Matchesfashion.com does not seem to be using, which in itself is a big minus for customer shopping experience.

Naturally I told them I was not comfortable sending my ID but have attached my Barclaycard statement showing the Matchesfashion.com debits to my credit card. I also told them that if ID is a problem I am happy to collect and pay from their store in person.

The next day they cancelled the order as my card statement was insufficient ID and emailed me to say they are unwilling to help and send the items to store for me to pay and collect. After so much wasted time, now my card is blocked with £1582 of debits for up to 5 days, luckily not an issue as I have a large credit.

I guess this is what happens when your business grows and you stop caring about customers. Needless to say I will not be shopping at Matchesfashion.com again. Shopping experience and customer service Ruth and Tom Chapman would be ashamed of if they knew it was happening at their online store.

I purchased a purse from them and received an EMPTY PACKAGE!
I contacted them and thinking with the pandemic being hard on everyone; I really don't care whether there would be a refund or a re-shipment and tried to be as nice as I can.
However, they said they had checked the CCTV with only ONE picture sent to me, confirming that the retailer has packed the item. While from the image you can see, there is a banner/sealing tape with their unique pattern. It is apparently from another box, which I have no access to and cannot fake it. But since I am an honest person, telling them that the package arrived intact, they have no reason to refund or ship the item to me again! Although I checked someone's article, her story goes like: MatchesFasion refused to refund her because the box is not intact.
This is the part I am angry about the most. They are suggesting I am lying by taking the purse and then scamming them.
Last but not least, I also think they are doing this to me because I am Asian and clearly come from China, as they suspect that I won't be able to dispute orwrite reviews?
That's it. All I want is to urge everyone to be very very cautious when placing an order with them.
Edits at 6.41pm on 06/16/2020
SO I took a careful look at the package box. I realized that it was opened. The way it fakes to be 'intact', is that, some opened the box by tearing the cardboard sealing, took away the item. Then, he or she retapes it with a "DHL Repacked" tape on it. AS A RESULT, it arrives intact, or the person who took the item frame me to be the one scamming the merchant. However, the merchant stated that they are NOT going to contact DHL starting an investigation whatsoever (they probably won't reply my email starting from now), so, I maintain my initial rating.

The worst customer service I have ever experienced. NEVER EVER WILL I PURCHASE FROM THIS COMPANY AGAIN!