"Thee people don’t even deserve 1 star, that is how horrid this retailer is. I’ve tried multiple times to purchase a Gucci ($1490) from their website. My order goes through and I get an email saying everything is fine. And then the next it gets canceled, I email customer service and call them and they say it’s for security purposes. I used my credit card and I’m from the u.s so I assumed that was the problem. I ask them to inform me why it was declined because there was no problem from my bank. They don’t explain why and tell me to order again. I order again and this time through PayPal and used my credit card again and I was assured by the secure team to put the order though and there won’t be a problem. Again they cancel on the next day. So I’m obviously livid and email multiple people and they tell me they can’t disclose security measures nor can they follow up with me to make the transaction smooth because all errors are on their part. They say they can’t disclose anything for no apparent reason and suggest for me to do a bank transfer. Now I have never had a reputable site ask me for a wire transfer-only scammers have tried that on me. I’m short I think they discomfort against non-u.k customers and simply want to get their hands on your money. They seem like they can take advantage of you and don’t seem honest or transparent. Don’t shop there, they don’t care about the customer "

"This was a horrible experience. I spent $1000 for two GUCCI shirts on this store on my first experience. They both shrank and seems fake. I follow the label requirements for washing them but the customer service of this company is horrible. They do not listen to customers. After multiple emails I asked for a manager to call me. I received the call from a manager but it was not even close to service that I always receive in United States. The manager did not care about the customer. He was not trying to satisfy me. I even asked the GUCCI store and they assure me that if I bought these shirts from them, they would refund me for the full value because they shrank; however, matchesfashion.com manager did not even care. In overall if you are living in United States, do not purchase an item from them because their rules and understanding of customer service is not even close to Unted States and it will be a bad experience for you.
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"I ordered a pair of $800 Louboutin shoes as a Christmas gift for my sister that arrived with scratches on the soles. This was quite disappointing because the scratches were obvious and it was clear the Matches salesperson didn't care enough to inspect the product prior to shipping it all the way from London to Vancouver, Canada. Their delivery service DSL didn't complete the delivery as they had promised so I had to drive to the DSL outlet near the airport to pick up the shoes only to bring them home to find they had scratches.

Manager, Ksenia got involved after learning about the situation and I'm quite appalled at her failure to rectify it.
Because of the Christmas time crunch, in order for me to have them delivered to my sister before Christmas, I asked that Matches deliver an undamaged replacement pair to my sisters address directly, Christmas wrapped and with no invoices or price tags for obvious reasons. Ksenia refused to accomodate either of those requests. I have previously worked in various customer service and high end retail businesses and a simple request such as this would be a no brainer in order to rectify the situation for a customer.

Needless to say I had to cancel my order and will be taking my business elsewhere. The shoes were ordered on December 3, 2017, so this should have given them plenty of time to fix the situation in time for Christmas, which they refused to do."

"First time order, for 160€+, nobody would like to loose such sum, especially before Christmas. Excellent execution, one week from the order to the door, outside UK. Cool packaging, I will only add a ribbon. Product original (Paul Smith), all OK with size. Surely next purchases will be done in the future.
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"Writing to express my strong disappointments and concerns. I placed an order last week, scheduled to be delivered last Friday, DHL couldn't deliver. Then waiting on Monday, DHL came, but said I was not at home. Despite the fact that my order's receipt name is C/o LEASING OFFICE. then I asked to hold in the station, I drove all the way to the station, but they closed early. Ridiculous, right? Then I called both DHL and matchesfashion and they promised to deliver to me the next day. Waiting at home all day, but didn't get the package. So I called DHL and they said they forgot my package in the station.

So far, I have paid more than $100 on Uber just to receive my package. "

"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."

"I have had only good experiences with MF - never any problems with shipping nor with their customer service. Only slight complain is the cost of return shipment. These days, it is usually free of charge. Good selection of items, many quite unique, and often excellent sales."

"You should avoid this site by all means. The customer service is doing nothing but lying and cheating. They sent you wrong goods, they ignore your email first then just lying and cheating but doing nothing to help.
They sell luxury goods, but they are simply a tourist trap kind of store."