MATCHESFASHION

On 13/03/2024:
I tried to place an order at matchesfashion.com
Whereas the order wasn't confirmed and did not proceed, my credit card was charged with the amount of 1.024,80€
Up to now 01/04/2024 and after 4 e-mails I have sent to the matchesfashion.com customer care:
The above mentioned amount is still held in my account as pre-authorization funds because the matchesfashion.com has not processed it back to my original payment method
This is illegal.

I have ordered a dress €€€ from Matches. I received a dress so badly constructed I could not rise my arms past my waist in it. I asked for a return but I was a few days late (only 14 days to make a return) and Matches just won't accept a return despite the faulty construction. They claim I am just "not happy" with the dress. Bad company, they just don't care about their customers.

MatchesFashion, is a thief. I returned an item on 5th March, they neither refund, nor return the item, claiming they gone into administration on 8th March. The item cost is 650 euros, which was an amount I saved to buy something I needed for a long time. I know so many people experiencing this problem right now with MatchesFashion. If anyone knows how to solve this problem, please mail me at *******@gmai.com
Thank you

I have been a customer of Matches for 35years and returned a pair of shoes to them on the 4th of March. Their returns process had changed considerably since my last order and I felt hesitant about leaving an expensive item in an InPost locker. However it was picked up and in its way to Matches by the end of day in the 5th of March. The courier suggested I contact Matches who said they would raise a claim. I heard nothing for days after that then received an email to say they had gone into administration and my product would neither be refunded or returned. This is nothing short of theft and even if it is 'legal' due to their administration it is an appalling way to treat a customer. I will never shop with them again.

About a month ago i ordered a short-sleeve shirt (very expensive at over $400 but on sale for about $300) and it arrived in about 2 days in a perfect bag---no damage to the bag at all. When i opened up the shirt (orlebar brown) parts of the front and the back were totally shredded and shirt looked like it was chewed on by a dog for about a week! I kid you not but what kind of an idiot would have packaged a shirt in that condition to send to me here in the u.s.? The ccmpany requested pictures which we sent immediately but they have been dragging their feet on returning the money i spent for the shirt. First off they never even acknowledged receipt of the shirt back to london and simply keep saying that they are doing an investigation on it-----which has now dragged on for weeks! Totally unacceptable. An investigation is not only appropriate but warrented but not at my expense waiting to get the money back from them. As far as i am concerned the company is 100% unreliable and i would never purchase from them again. Amex immediately removed the charge from my card! Lastly i wish i could show the pictures of the shirt but have no computer expertise which would allow me to post the pictures below!

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.

Matches Fashion's appalling customer service is enough to make anyone shudder. After returning an item, they conveniently deny its receipt and have the audacity to ignore multiple requests for clarification and proof. It's astonishing how a supposedly reputable company can be so callous towards their customers. Avoid this nightmare of an experience at all costs!

Very poor customer service, takes long time to get a reply. I made the purchase on June 27th, 2023, returned a dress. I still haven't got the refund by October 8th, 2023. It's been 3 months. Don't respect my time and experience. Don't recommend to anyone.

If MATCHES.com is willing to sort it out, I am willing to remove this negative feedback.

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.

This company has caused me so much stress in the last couple of weeks and I have let them know I'm dealing with stage 4 metastasized colorectal cancer. They don't care.
Yet again they send a delivery doc via email with the wrong pick up address. It seems to be that there systems are archaic and their staff not trained at all. No one answers phone. Over all calling and emailing has wasted my time and I'm still sitting here with a delivery to return which I have also tried to return from a local dhl office. It's not possible. The use dhl which also seem to be rubbish. I'm upset, and frustrated. It's totally unfair on me. I have written countless emails and even contacted the shop. I seem to be going in circles. Nick Beighton from what I can gather is the CEO. I am now going to try and bring ti his attention or press. All I want is to return my goods and receive my money into my accounts.
Noelle Boland

They sent me a defective item. Many unanswered emails and calls later, there's been 0% follow-thru, 100% ineptitude and 100% scam factor. They tried to scam me out of a legitimate Rakuten promo (verified by Rakuten), And lied about their ability to fix it... all very much in keeping with their dismal online reviews. They also have fake reviews on Trustpilot. I'm still waiting for Maureen Chiquet, an executive from the company, to contact me.

I order a bag which they never shipped and on top they will not refund. With an excuse and l will go via legal.
If you do t have anymore availability etc just refund like Amazon does.

MATCHES LOGO - BLACK
Dear silvia,

Update following your order OMF*******.

We have been working closely with our shipping partners in the hope to get your order released and shipped to you. Unfortunately as your order was placed before the administration period which commenced on 8th March 2024 it has been confirmed that your order will not be released and delivered to you.

In line with our new terms and conditions we are only able to support with purchases made after the 8th March.
All orders placed after the 8th of March 2024 will be processed in line with our terms and conditions. Unfortunately any orders purchased prior to the administration period which commenced on the 8th March 2024 are not eligible for a refund. Unfortunately refunds at this stage are not possible.

MATCHES LOGO - BLACK
Dear silvia,

Update following your order OMF*******.

We have been working closely with our shipping partners in the hope to get your order released and shipped to you. Unfortunately as your order was placed before the administration period which commenced on 8th March 2024 it has been confirmed that your order will not be released and delivered to you.

In line with our new terms and conditions we are only able to support with purchases made after the 8th March.
All orders placed after the 8th of March 2024 will be processed in line with our terms and conditions. Unfortunately any orders purchased prior to the administration period which commenced on the 8th March 2024 are not eligible for a refund. Unfortunately refunds at this stage are not possible.

Item received damaged and clearly worn before. They refused a refund while needed to write 20plus emails and had the nerve to charge for delivery AND return. Total and complete disaster - avoid!

SELLING DAMAGED ITEM_ NO REFUND_ CHARGED 2x DELIVERY AND RETURN FEE

I placed an order in the afternoon on Wednesday in the US and just received my order this Friday afternoon. I bought a Self-Portrait dress and it arrived in high-quality, luxury packaging with no issues with the product. Despite some of the other reviews on here, I would most likely order from them again.

Finally, after a month, received a response with an apology for mishandling of the customer service and a resolution to the simple question raised by me. No explanation of what has caused the customer service issue, so I cannot say that the root cause has been addressed.

Beware this company. I bought a dress for $800 that was dry clean only. The colors bled all over the dress. The dress was sent for testing and proved it was a manufacturing error. Matches and Borgo De Nor refused to make it right even after I mailed them the dress as they requested along with the lab report. Do not buy from this seller or this designer.

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.

I used to shop on matchesfashion a few years ago, maybe 2019 and prior, and I always had a great exprience. The packaging was lovely and the service was good if I needed to return or contact them. I didn't shop there for a few years due to the pandemic,and now, I just recenlty purchased a few things by Toteme that unfortunately did not work out and I need to return. First off, the package came poorly wrapped - they used to wrap the items impeccably, same as net-a-porter and mytheresa. This time they were just thrown into a box, I didn't think much maybe they are trying to be more enviromentally conscious. Then comes the return, the online return label did not generate after many tries, and finally worked (sort of). It was suppose to generate a label for me to print and DHL will come to my home to pickup. But instead it generated a QR code which I've never seen before and I needed to bring my package downtown to the DHL store, which was a big hassle. Now I am seeing some of the negative reviews on this site and I'm worried... because I did try to call and by chat when I couldn't get the return label to print, and NO one answered or replied back, after a long long wait. I was worried I won't get my refund back because it seems no one cares about the business anymore... luckily the refund processed in 3 days so don't worry they are still running a legit biz but do need more staff.

I wish I have read the ratings before ordering. Matches claims that they received an empty parcel and let me wait for months now to clarify this with UPS. I'm getting the strange feeling that this is a false claim, because I never had that with UPS. They're so fast in shipping, that they normally don't leave the parcels somewhere. Guess I will have to go the legal way to get my money back. Never again.

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.

Sent me an item that was missing parts and poorly packaged. Returned for a refund but refused to refund the delivery fee of £8 claiming nothing was missing. Looking online, this company has so many bad reviews I'm surprised they are still operating.

I received a dress totally damaged. They are blaming it on the courier service and now will not refund me until they hear from the courier service. Will never purchase from them again!

Matches did not deliver my package which I had ordered last October 2022! A customs problem happened with DHL and matches refused to refund me for the package I never reicieved.
Btw. I'm a level-4 loyalty client!

They lost a loyal client for only £239.60
I will never buy any thing again form matches ever! They are the worst in customers service.