"I’ve been a customer at Matches Fashion in Wimbledon for nearly ten years and the service I have received has always been excellent. I find the staff extremely helpful and supportive and professional. Recently I have been served by Josh Fuster and Denise Collier and others who I have found to be extremely helpful and go out of their way to assist. The company as a whole is spot on. They help me ordering online and returning if not suitable on my behalf. The choice of designers is great and has different varieties for women’s needs. I highly recommend Matches Fashion. "
"Ordered Wednesday morning, arrived beautifully packaged Friday. Sadly although the Birkenstock sandals ordered are gorgeous I have to return as too large. Returns process very simple - will use again"
"I placed an order on the 18th May. Unfortunately the item wasn’t suitable so was returned with their approval using their courier on 30th May.
It’s now 16th July - nearly 7 weeks after returning the item, and I haven’t received a refund yet. I’m owed €467 - not a small amount.
They tell me that as UPS have so far failed to deliver the item back to them, I cannot be refunded. It’s not my fault that their courier have not been able to deliver it back to Matches - they collected it from me without any issue.
I would advise that anyone who might want to return an item, to completely avoid Matches. Their customer service is terrible. I’m now having to talk to my bank about doing a chargeback.
In case there’s someone at Matches who can actually help with this, the order number is OMF672916032. "
"I ordered a pair of Celine sunglasses from this company and they arrived completely shattered. When I took them out of the case to look at them, tiny pieces of glass fell all over my countertop and floor where I had a baby and toddler running around as well as two dogs. When I emailed them to let them know about the situation, they didn't bother to respond even though their automated response says they get back to you within 3 days. I will be going to my credit company to dispute. They clearly are not a legitimate business. "
"Such a disappointment, wrongfully displayed sizes which led me to purchasing two pairs of shoes that arrived huge. They offered no solution to me and refused to refund expensive shipping costs.
will never shop MATCHES FASHION ever again."
"I saw the bad reviews for matchesfashion after I'd already ordered some shoes with them (on rakuten), and started to worry. The shoes arrived just 2 days after the order (from London to Honolulu!), and were exactly as advertised. "
"I've bought a Valentino M size T-Shirt from matchesfashion few months ago.
When the product arrived, the shirt was crumpled, size seems to be smaller than usual and the quality of the material was really bad. I washed it and tried ironing it but it still looks like a fake piece. I could not wear it because it looks like defected or counterfeit products. I did not want to bring it to Valentino Store for a legit check because there is no reason for me to do that.
I regret that I did not return the items immediately.
My first time buying from matchesfashion and also it will be my last."
"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”"
"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: 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 is the opposite of a pleasant shopping experience, and they also waste your time and money because they are unable to send the purchased product"
"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."
"I purchased clothing 4 different times. The first order I kept one item out of 4. I received a quick refund. The next 3 orders I returned all and never got my money back. I emailed and was told to wait a little longer. I did and emailed again and no one ever got back to me. After a third email with no response, I now have my bank disputing the $3,500 plus than I am owed from Matchesfashion. So please keep this in mind when thinking about Matches fashion. Farfetch is MUCH better, "
"DO NOT BUT FROM THIS COMPANY! THEY WILL STEAL YOUR MONEY AND TIME!
I ordered a few months ago a pair of gucci princetown as I liked my previous ones so much (bought my previous ones straight from the gucci store) but this time I thought why not online? after I ordered them online the shoes arrived and I thought yay lets wear them, after not even joking 4 minutes with a protective layer the front of the shoe (wooden material) just broke off? I have never seen something like this? I contacted them straight away and returned the shoe! they promised it wont take longer than 3 weeks... well its been now 8 weeks and during the waiting time they nearly ignored all my messages! had to contact my credit card company trying to get back my money... today after these 8 weeks they finally got back and said, they wont give me a return? and that they will send the shoes back? now I'm sitting here thinking, you guys left me in the dark for weeks, ignored me, sold me a faulty product and you wont even refund me my money? I bought the shoes back then to wear in summer as they are slipper? I do not need them especially a faulty shoe for this price nearly £500 to wear in winter now? I JUST WANT MY MONEY BACK!
so if you consider investing in such an expensive shoe please please go to Selfridges or directly to the store but DO NOT BUY FROM THEM"
"You will end up paying taxes for a merchant that you have returned.
I didn't know that I have not been charged taxes for the shoes I purchased from London. I found this out when I got an email from custom saying that i didn't pay my taxes and need to pay it for them to release it, which I did.If there is a reason that you return the item, then your 100.00 tax is gone, They say they are not responsible for the taxes if you don't pay it upfront.
This Site should not give an option of purchasing without paying taxes or atlas give a warning at check out explaining that you don't get your taxes back with this option. "
"
Since posting the below Matches Fashion finally asked me to send the item back for review but then again took no responsibility for the item not being fit for purpose (i.e. to be worn) - all I can say is buyer beware as they don’t seem to operate under laws where countries such as the US or Australia would replace or refund the item.
Previous post - You can’t return items you have problems with and shocking and slow customer service. I don’t understand how they can make a decision for no return when Matches has actually not asked to see the item and check that the fabric/dye lot the shirt was made from wasn't faulty.
Under consumer law in Australia businesses that sell goods must guarantee that those goods are of acceptable quality - look acceptable and do all the things someone would normally expect them to do (e.g. last more than 5 hours of wear without changes to the dye colour).
I will look into the laws in the UK as I would expect that this would be similar.
The fact they made no attempt to rectify this matter in any way shows such poor customer service. I wish I bought the item from the US or Australia as I would have received a refund or credit note. I am posting this review because I don’t want this to happen to anyone else. Until shopping at Matches I have only posted positive reviews about online shopping experiences."
"For well over a month now, @MATCHESFASHION has kept money for merchandise I returned during the time frame given. Mind you merch was sent incorrectly to me, (WRONG COLOR!) No one communicates with me, send me threats regarding contacting my bank, makes accusations over said issue.All the while, they still have my money, claim to not have spoken on the phone with me, take more than 3-5 bus days to reply, never call you back like they say they will @MATCHESFASHION, they literally have their merch & my money"