MatchesFashion
Reviews and Complaints

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Genevieve Jones is one of the best designs in jewelry in the world and matchesfashion has them for the lowest price I have seen anywhere! I am supposedly getting them for valentines day from matchesfashion and will let you all know how fab they are when they arrive. Great experience so far.

OUTSTANDING, YES, OUTSTANDING WEBSITE AND CUSTOMER SERVICE.
I don't believe any of the negative reviews on here. All my orders were delivered flawlessly, returns no issues at all, they deliver. I have recommended to several friends. And will continue to do so. They are really legit unlike many others.

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.

I was a loyal customer with matchesfashion for many years, I really want to recommend them. Their price is good, even not in a sale season, you can freely change your currency without paying extra, their shipping charges is very low, and they have very fast respond, and easy to return. If they have the product available, I always prefer to buy from them, they are great, and you can trust them.

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.

Ive shopped quite a few times from Matchesfashion and can say that the products, shipping and packages has been faultless.

As with any popular, international store Id suggest researching and making sure youre purchasing the perfect item otherwise there might be delays in a refund or exchange - Ive never been in that boat but I think its kind of common sense.

But overall, you can get amazing prices for some older designer products, and Ive always been surprised with their timely deliveries. Ive purchased from them several times and have always been happy!

This is my 1st time shopping with MatchesFashion & I had read some of the bad reviews, so was cautious, but thanks Eva for packaging my shoes so beautifully. They are the right size, undamaged & arrived to Australia, in 4 days - that is better than Australia Post! Ordered Sat, arrived Tue by DHL. Can't fault DHL either - I rang & requested they leave at my door if not home, & the courier rang the bell, & left them at the door. He was still in the drive when I went to the door. So my experience has been fantastic :) :) thank-you, I have wanted these shoes snce I saw them last Oct - finally a great price too.

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

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 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.

The WORST customer service. I have had two returns go bad and NO ONE will resolve the issue. The first return "lost by UPS". This was in January/February and it is still not resolved. After a month of trying they finally told me they would give me a store credit since it was lost in shipping - fine, I agreed. Well after many attempts to find out where the credit is and how to use it they say they are still working on it - months later... NO CREDIT. And now they have "opened the case" again. They tell me I need to call UPS - well these return labels are provided by Matches! Soo now again, everyday I call and now they say I will get a refund. You guessed it, nothing. Then most recently they say they resolved it and will credit me for 1 item - note, I am waiting for refund of SEVEN items not one!

UNFORTUNATELY, I placed a 2nd order when I thought that the first return issue was a fluke. Well, was I wrong!

Second order was placed and I kept about $4000 worth of clothing and returned the rest. NOW they say that I didn't return 4 items and "are looking into it". Well, the boxes were received and I don't have the items... they were returned. I am sorry if your shipping and receiving did not account for these items.

I have been trying to talk to someone that would actually do something and the issue has been "escalated" several times... still no resolution.

This company is the worst to deal with if you ever have a problem - Do NOT order from them you will regret it. If you do, and have a problem, you will spend months and months trying to resolve the issue - I am still trying. I find it interesting that a company will continually tell you they are looking into it and that they will get back to you in 24 hours and never do. If you NEVER have to return anything it is probably fine to order from them but, come on MatchesFashion, you are a mostly online retailer - we have to return items if they do not fit!

If I had read the other bad reviews I may not have ordered - all same issues with returns.

Buyer BEWARE!

So you know that I am a real person and customer, my order numbers are: OMF645904381, OMF607645374

****This is a follow-up to the review above. I did receive an email from Sabihah regarding my problems with the 2 orders - which I appreciate. BUT, again the solutions fall short.

First for order OMF645904381 Sabihah states that they will look at CCTV to check for the "missing" 4 items. Great.. but still no response on what they have found. This isn't the first time I was told they would do this, but still no resolution or word...

The second order, OMF627922543, with SEVEN (yes 7 items that were missing a credit) was briefly addressed and I thought that things were finally looking up BUT NO! The email proudly told me they solved the issue and were giving me a CREDIT for 1 item. Yep, 1 item. Where is the credit for the other 6 items? Also, have I seen the credit for this 1 item, nope...

Warning people - look at the negative reviews they all revolve around people trying to return items. How much money are they making on customers by not processing returns - a lot.

Sabihah PLEASE help me resolve this! With no resolution I will be forced to file a report with the BBB - Better Business Bureau as well as post my situation on other social media accounts - I honestly haven't been given another choice...

 Hey!

Unfortunately, I have to advertise a pair of shoes I bought on your website.

I had previously bought the same ones from another company and thought they were very nice, and when I saw the same shoes on sale on your website, I was very happy that I could buy them on sale, but the luck didn't last any longer, when I got them I tried them on for a while indoors and after swimming they were the same shoes and model and size, so I thought I made a bargain/good deal thanks to Machesfashion and was / am very happy that I found your website.

But the happiness didn't last long when one morning I was going with my husband to take us to a museum in Denmark which is close to Sweden and during the whole day.

But I suffered all day as the shoe on the right side higher up against the calf was rubbing and causing a lot of pain, mine and my husband's day was ruined of course and we had to drive back much earlier than planned, I could buy a pair of shoes if I was in town but the Louisiana museum is far from Copenhagen.

I was unable to work yesterday and have booked an appointment with a physiotherapist as the pain has started in the heel.

I suspect that there is some construction fault on the right side of the shoe and therefore I want to advertise it, I would like you to offer the postage as I had good intentions and was happy that I found those shoes but it has caused a lot of suffering and loss of work cost.

I wrote an email and tried to attach the order number, but apparently it went wrong and I forwarded the email to the relevant shoes.

Thank you for the quick guidance and herewith I want to advertise the shoes with the above order number and also send a picture of the order number with relevant shoes.

I wrote an email yesterday and it was completely wrong when I forwarded the order number when I received my order, you can ignore yesterday's email here and process my case based on this letter.

I hope you will forgive my poor English language and let me know if you have any questions and hope everything goes smoothly without any other complications.

Wanted to express that I am nevertheless glad I found your web site!

I have previously emailed your customer service in the hope that they will respond, but have not received any feedback and hope that it will go more smoothly this way, as you say, I am a new customer and have not come across your rules regarding complaints .

Warm Greetings!

Ebtehaj

I am having big problems with Matches.
They owe me 650 euros that they do not want to refund.
It corresponds to pieces I returned. Matches say it was not in the package but of course it was.
I have been waiting since September !
Either they are just not responding to email either they tell me to see with UPS.
It's the first time I have to deal with such a dishonest website! And I am used to these kind of website because I do shop a lot with Net a Porter, My Theresa...
They lost the piece (or UPS) and I don't care about who lost it, it's not the customer to pay for their mistakes. It's scandalous

Hello,

I bought a Rat and Boa dress on the 26th of October last year using a gift voucher.
I wore it once on Christmas Day and the dress fell apart along the stiches. When I reported it at the end of December, I was asked to send it back for assessment. I stated in a few emails that I cannot accept a refund because it wasn't paid by cash, but would like another dress instead. (Please read the attachments) Nobody got back to my emails in two months, so I called the company in early March asking what was happening. The lady called Anna told me that they didn't have the same dress in the same size anymore, so I asked her to find an alternative solution, a different size or colour, because I cannot accept a refund. Finally I got an email on the 10th of March alerting me that I got a refund for the dress. I emailed back straight away that I didn't opt for a refund. Then I called again several times and they keep saying that I asked for a refund which is ridiculous after me stating the opposite even in writing. I asked them to send my dress back then because I just lost my product and I have worked on the solution for 3 months. I am very stressed and feel I was cheated. They left me with no dress. My refund was the 10% of its value, pretty much the postal fee. Please respond at your earliest convenience.
I do hope that you can assist with my issue. I am very stressed that the customer service completely ignored what I asked for and put words into my mouth that was exactly the opposite of my request and also that they consider the situation as sorted.
Please find the written evidence in the attachments.
I am looking forward to hearing from you soon.

Kind Regards,

Csilla Tyahun

Return number: rmf05026086
Original order number: omf190353373

My order mysteriously disappeared. DHL says it was delivered (they sent a picture of the package near my door) but neither I nor my neighbors found anything...I have contacted Matchesfashion customer service via email - NO REPLY. Then I called and was promised a proper investigation. After a week of dead silence and zero responses to my emails, they said they (or DHL, or both) LOST MY EMAILS! We went back and forth for 3 weeks, then the customer service person sent me an email with the same pic from DHL saying that the investigation is closed, and there will be no refund or replacement.
The picture of the package doesn't mean it was LEFT at the door. It just means that the package was photographed at the door. I have already spent a month trying to resolve my case (its number is OMF197648574). Time wasted, money lost. This company takes zero responsibility for their services.
Beware - especially if you're an American customer. Matchesfashion customer support is non-existent compared to what its US competitors offer.

I purchased a pair of Louboutin sneakers back in January when they were first launched. Since they r not yet available in Australia I had to get them online on Matchesfashion.com on January 31, 2019. Few hours after wearing them I noticed there's this uncomfortable feeling on the left sole I took them to Louboutin at Collin st in Melbourne Australia to get it analysed and they agreed that something wasn't quite right with the left sole and they took it for repair. I got it back almost 2 weeks after coz I've been away. I was happy to get it back coz I seriously love them but I was wrong they couldn't fix the issue (I do appreciate they did try tho) so I contacted Matchesfashion and told them about the issue and they told me to ship them the pair early March 2019, I've enclosed the repair receipt and told them to contact Louboutin at Collin st Melbourne if they need details on the issues. I thought since the pair cost AUD 1, 895 I'll b prioritised and they will rectify and fix them ASAP but I was wrong, 4 weeks after they confirmed they have received the pairs they sent me an email "asking me again" what's wrong with the pair. I was shock what they did in the last 4 weeks? Stored them somewhere and let em rot? And it doesn't just stop there, 6 weeks after they received they told me they couldn't find any problem at all... if there wasn't any issue why the staff at a Louboutin Melbourne agreed to take them for repair after they put them on in front of me (same shoes size). And u know what? It's saturday July 20, 2019 it's almost month 5 now and they still telling me to wait coz they are waiting for the new sole since they couldn't find any issues with the pair. Do we pay that much To get such low class service after sales? For such a huge brand? I told them I didn't spend that much so I can wait this long... can pls someone take any legal actions towards a Louboutin London Shop, if they can't ptovide 5 star service then best not to sell 5 star price products

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.

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.

What a terrible website and the way they run their useless business.
Everything is useless about them at all.
First of all, I would like to complain about a long time delivery. It's too long, unbelievable. I waited more than 40 days before I got the parcel. Second, the package itself was dirty outside as if they dropped it on the floor and stepped on it several times. Ok, maybe it's not their fault, but I think they have to choose the delivery company more careful.
Third, the worst thing they did is that they sent me a wrong item I never ordered. I bought a dress, they sent me a shirt. What is this? I immediately asked for a refund. They said I had to ship the item back and they will give my money back then.
Ok. It's been a month since I shipped the item AT MY EXPENSE and there's no sign from the company. They don't answer my emails. In other words, they started ignoring me not to refund. I guess if they answer they will say something like "sorry, but your shirt was worn, there's nothing we can do, goodbuy".

Just stay away, please.

Matchesfashion charges you duties on clothing ordered on their website for shipment to the US. What they don't tell you, except in the fine print of the Terms & Conditions is that you are classified as an 'importer', and that you are responsible for paying local taxes to your state and city. They will remit the duties to US customs but not taxes. So the price that you see is NOT the ultimate price once you've paid your local taxes. I only found out that I had to pay taxes (not being one to read the Terms & Condition when I am shopping for clothes) when I received a HUGE tax bill from the US IRS.

In addition, according to US Customs and Border Protection, if your order > $800, you will automatically trigger additional scrutiny by customs which may lead to higher duties and a letter from the IRS for the outstanding taxes.
https://www.cbp.gov/newsroom/national-media-release/de-minimis-value-increases-800

Matchesfashion knows this but doesn't tell you this anywhere on their website in case you limit the size of your order.

They omit this important information from their website and then refuse to take any responsibility when you get hit with a tax bill on all the clothes that you've purchased from them (whether you keep or return them).

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 have made an order and purchased something from www.matchesfashion.com and they took my money. Later they contacted me and said they needed to verify my identity and asked me to send them photo of my ID and credit card. I refused to do that and they cancelled my order. When I contacted them and demanded some explanation they refused to explain anything. It also took forever to get my money back. I'm absolutely disgusted with that kind of service and I will not buy from them again!

Ordered a pair of shoes from www.matchesfashion.com and received the wrong size. I contacted customer service and asked for a replacement and they agreed. So I sent the wrong pair back and they said that I'll get the right one within few weeks.
It actually took them over a months to delver another pair and when I opened the package I was shocked to find out that these time they sent me completely incorrect model!
Very stressful experience. These guys simply can't do anything right, one mistake after another. Completely ridiculous!