Matches Reviews

The online retailer is tricky one. They asked me for a survey to exchange a promotion 15% off code so I did. When the time I was ready to use the promotion code, it didn't work. I asked service agent why it didn't work, she said because the code doesn't work on certain brands. On the disclosure there is nowhere mentioned about this. I felt cheated so ended up not buying the necklace. I saved 100% instead of 15%. By the way, I never understand why there is " Duty Free" listed in the pricing. In reality, we still pay sale tax anyway, again very tricky.

I placed 2 orders since my first review and both time the process was very smooth: perfect product and speedy delivery from the UK to California. I am a happy customer. I do not understand the negative reviews because I find their process to be top - including packaging, invoice documents, and additional informative paperwork. This appears to be a professionally run company.

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.

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.

This doesnt look like a
NORMA KAMALI jacked does it? No, thats because its not.

Emailed Feb 24,2021, 6:27 PM - letting them know that the item that was received was incorrect and my item was stolen along the way

Feb 24,2021, 7:08 PM - emailed with photos and proof of wrong item

Feb 25,2021, 3:41 AM - from matches fashion "Thank you for your prompt reply.

Having received the images you kindly sent, I can confirm these have now been forwarded for the attention of UPS for assessment.

Please note, it can take up to a few working days for a review to be completed. "

Emailed them again Mar 2,2021, 9:54 AM - to followup, no response

Phone call march 3rd - this will be escalated... didnt hear from them

Emailed Mar 4,2021, 11:37 AM - any updates?... no response to the email.

I called them twice more since then and now they are telling me it could take a month to hear back from UPS on the investigation.

This is stealing, they should deal with UPS, its their carrier and their fault. This is crazy, refund my transaction immedately.

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 OMF280939817

After 8 emails sent to customer care, over a period of 5 weeks.
They have finally acknowledged that items were missing from my order.
Worst customer service and extremely difficult to get the goods you have paid for.
My advice as since this was a Gucci product, is to go to the Gucci store or order directly from Gucci.
Not work the difficult and unpleasant experience

Ordered a pair of Valentino Garavani sneakers on Black Friday and I received it in Singapore on Monday. Totally impressed with the fast processing and shipment. Item is exactly what I ordered and come with the designer's box. Will definitely order from them again!

I read the reviews after placing my order, so I was a bit worried. Needlessly! My five pairs of expensive, brand new, perfect socks arrived in California via DHL within a few days of placing the order. I read criticisms of DHL - this is not deserved at all. I have dealt with DHL my whole life and they are utmost reliable. In fact, I received emails and txts to track my order. I was given the option of waiving my signature, and I did. The DHL courrier dropped the package by my front door and rang the bell. The packaging was beautiful and included an envelop with the detail of my order and a return slip. I am impressed. A smooth, well orchestrated process that inspires confidence in Matchesfashion.com

Maybe the worst customer service I've ever experienced from any vendor in my life.

Matches runs a refer-a-friend programme. I referred my friend who has NEVER shopped with matches at all, and when she couldn't use my referral link we approached customer service for advice.

Their response: "We are sorry to advise that both these referrals are invalid as they do not meet the criteria of this program and have been flagged for gaming".

I have only ever referred one other customer, my brother, and this was in 2019.

Back then my brother and I had the same problem with the referral link not working, and were helped by customer service manager Sarha because the agent assigned was useless. I thought Matches would have fixed it by now and thus referred my friend. How wrong I was to have any faith in this company

When I asked them to explain why we were flagged, they came back 3 days later with this COMPLETELY IRRELEVANT ONE-SENTENCE GEM:

"I have just heard back from our marketing team who have advised that there is no record of (my friend's email address) being referred on the system. Kind regards."

So if my friend's email doesn't exist as being referred on the system WHY WOULD YOU ACCUSE US OF GAMING IN THE FIRST PLACE? It's just so senseless it blows my mind?!

I'm Ordering at matchesfashion all the time and I'm stunned about the beautiful packed items and the presentation inside the package. Overall they are super fast. Often it just takes 2 days for the package to arrive from London to NYC. Some shops from NYC (For example mr porter- even though they are in NYC - take much longer! (And Yes, DHL leaves the boxes in the hall, even though they say that they require a signature.) Other than that they're doing magic. Love, love, love.

I'm so glad that I came across MATCHESFASHION.
I bought in total 3 fabulous quality pairs of boots.
With your prompt Delivery and Returns you have made Shopping On-Line for SHOES, of all things, a great success.

I would challenge anyone who said that Customer Service and On Line Chat, prompt to answer, day or night, and cheerful and helpful disposition was anything very Exemplary.
The whole Outfit (Matchesfashion) is very professional throughout.

I will DEFINITELY BE BACK VERY SOON.
Kind regards
Lucia.

I have been a customer of matchesfashion.com. The site has a lot of nice product on sale. I have had no problem in the past with purchasing from them but it was an uncommon story today.
The item 1356022 Burberry cap went on sale 40% on July 3, 2020 at 12:30 AM (MDT) which brought the price to $168 USD instead of $280 USD. I had the item in the cart but I was too tired to get out of bed to dig out my credit card. I waited until this morning. It was a mistake. The item in my cart was no longer 40% off. Yet, the product listing page still listed 40%. I have the screenshot as proof. There was pricing issue. I contact customer service. After waited for 40 minutes, the agent, Sarah, advised me that the item was not on sale. It was the web error, and the issue had been flagged. She refused to honour the price.
A commercial website had the technical difficulty, and they were not aware of the issues. They frustrated me with the situation. I don't think I will shop here again.
So, please check your credit card statements when you shop at this site. With the glitches they had, you might end up paying triple for the item.
I don't recommend shopping on here.

Update (12 hours later): after the sweet talk from the floor manager, Alex, I got an email from an agent with the information that I already got from Sarah. Basically they want to blame on the technical issues and dishonored the discount price. I quoted the content of the email below.
"Dear Sam,

Thank you for contacting MATCHESFASHION.

Upon checking our system, I can see that the correct price for the Burberry Cap is USD $320.

Please be kindly informed that all prices are subject to change depending on our internal pricing plan and items can be excluded from an on going sale.

We sincerely apologize for the disappointment this has caused and thank you for your kind understanding.

Hope you have a wonderful day:)

Kind Regards,

Irene
MyStylist Assistant"

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.

I have purchased few items and had them forwarded to another address in another country. I have contacted the company for a tax refund as it was not applicable, and they have asked me to contact DHL on their behalf! When I contacted DHL, I was told that it's the shipper that needs to get in touch and not the recipient (myself). Matchesfashion has not responded to any of my correspondence, and refused to offer any assistance. Please think twice before purchasing from them.

I ordered a pair of shoes from Match Fashion paying £20 delivery charge on my international shipping. When the shoes arrived the shipping company asked to charge me an additional £15 for getting my package out of customs (more than the custom tax itself) bringing my already extremely high shipping cost to £35. When I approached customer service regarding the hidden fee (no where it stated that these charges may apply) they said that there is nothing they can do and claimed no responsibility for any additional fees by THEIR delivery company.
WILL NEVER SHOP THERE AGAIN

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?

Customer support is always polite and answers straight away. Received my authentic Triple S sneakers in 4 days. Loved the packaging!

Fast professional service good quality cheap discounted prices i bought valentino belt excellent condition

Buyer Beware- they have very shady business practices.
1. They don't disclose that they require a signature- which was inconvenient since we were out of town. If they had disclosed it, we would have made the effort to go home a day earlier. Either way, we specified for them to leave the parcel in our mailbox (which is a service they offer) yet, they failed to do so and the security footage showed they made no attempts to SECURELY put the parcel in the mailbox. Have no clue where it's at or what happened to it at this point.

2. Horrid customer service. I made several attempts to reach out to matchesfashion. The only useful method seems to be via email and even then it took over 24 hours to get an initial response. 'Anna-Marie' with "customer care" wasn't helpful at all. She said she would "look into the matter" and it took her a couple of days to just tell me that they had no responsibility for their mistake.

My experience with Matchesfashion was poor. (Buy your goods elsewhere.) You'd think that a third party luxury goods company would have competent customer service reps and have shipping details down (not making "rules" up as fits their needs...) But mainly, they need to let their buyers know that they require a signature and that if your order ever goes missing/gets stolen you're screwed. It's 2020 and they can't even ship an item out properly!

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: Order number: OMF201019XXX

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 intends to sell luxury products with poor service.. so If you want to enjoy a pleasant shopping experience, forget about this store and buy from serious stores (ex: Yoox, Mrporter,, net-a-porter,..)

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.

They advertise their items in the currency you choose. However, they are based in the UK so will process transactions in GBP, then convert the amount to the currency you requested. Which means unnecessary foreign transaction fees on your credit card statement if you are based outside the UK. When questioned they lie and deny the GBP issue. Keep insisting they only charge in your chosen currency. But one call to my card issuer and they were proved liars very easily. Got nowhere with customer service. Never again and will let my friends family know too

Had three orders on the same day and tried to get them to be delivered the next day - only to see that one order wasn't shipped. When I called customer service, twice, it turned out to be my problem and that they couldn't be bothered to simply change the delivery method to solve the problem.

Bought a pair of espadrilles and they looked like the shoes were from 2 different pairs ie they had different designs.
When I returned them it took over 3 weeks to receive a refund and they would not refund the freight charge even though the shoes were not as advertised.
They said that the shoes are hand made and can vary, but on the website the shoes advertised look identical. This is clearly false and misleading advertising.
I will not buy from them again and would not recommend the site.