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1.3 15 Reviews

MatchesFashion Complaints Summary

1 Resolved
14 Unresolved
Our verdict: If considering services from MatchesFashion with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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MatchesFashion reviews & complaints 15

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J
3:48 am EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

MatchesFashion - Will not refund my items - £780 out of pocket

I ordered two pairs of shoes from Matches Fashion in December. I ordered two pairs to check for size. I wore one pair, for one night, and the soles were absolutely destroyed. Not what you'd expect for the price. I sent both pairs back to Matches on 2nd January. The damaged paid the said they would not refund as it was not a manufacturing error. The...

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C
1:18 pm EDT

MatchesFashion Will not give credit for items returned

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...

Desired outcome: PLEASE REFUND the returned items on the order numbers listed. This clearly is a pattern if you look at any of the other reviews....

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E
5:13 pm EDT
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MatchesFashion complain Diemme shoes /order: OMF535290510

 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

Desired outcome: I would like to have the money deposited into my account and receive a free return note as I have already paid shipping and suffered from the wrong construction of the shoes.

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Is MatchesFashion legit?

Our verdict: Complaints Board's thorough examination reveals MatchesFashion as a legitimate entity with notable strengths. Despite a 6% resolution rate on customer complaints, which invites a closer look, MatchesFashion stands out for its commitment to quality and security. Clients considering MatchesFashion should delve into its customer service record to gauge compatibility with their expectations.

MatchesFashion earns 91% level of Trustworthiness

Perfect Trust Endorsement: MatchesFashion achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for MatchesFashion. The company provides a physical address, 5 phone numbers, and 2 emails, as well as 3 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Matchesfashion.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Matchesfashion.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

MatchesFashion as a website that uses an external review system. While this can provide valuable feedback and insights, it's important to carefully evaluate the source of the reviews and take them with a grain of salt.

Several positive reviews for MatchesFashion have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

We looked up MatchesFashion and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

Matchesfashion.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.

However ComplaintsBoard has detected that:

  • While MatchesFashion has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 6% of 15 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • MatchesFashion protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • Our research indicates that MatchesFashion is associated with high-end brands, a sign of commitment to quality. We encourage you to read through the reviews and complaints to gain a more comprehensive understanding of their offerings and customer experiences.
ComplaintsBoard
L
5:20 am EDT

MatchesFashion Matches does not refund returned pieces

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

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C
8:45 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

MatchesFashion Replacement item never received

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

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M
1:02 am EST

MatchesFashion customer service

Their shipping method(s) is atrocious considering we're living in 2020 and not the early 1900s. My parcel was stolen due to their couriers incompetence. They failed to secure the item in the mailbox (how hard is it to deliver mail into a mailbox... really...). I tried contacting them via phone because I was worried about my $450 USD purchase going missing. They never answered. I tried again and still no response. I then tried email which took a couple days and that's when "Anna-Maria" replied saying she'd look at the matter. Days go by and she emailed saying they had "no liability" because I didn't sign for the parcel... NO WHERE does it state that they're not liable on their site or after purchasing that I was obligated to sign for a parcel that never even made it to me. Matchesfashion is very misleading and sketchy for not disclosing the details and then leaving their customers with no resolution. Don't buy from them and go elsewhere.

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12:47 am EST
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MatchesFashion lost order - no refund, no proper investigation, horrible customer service

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.

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matchesfashionscammers
, US
Feb 14, 2020 1:05 am EST

This is EXACTLY what happened to me! Their courier never even made it to our door or even our mailbox and they have the audacity to say it was "delivered"... "Anna-Maria" just brushed me off with a short email saying it wasn't their problem.

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E
12:00 pm EDT

MatchesFashion spike sock studded low top trainers

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

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K
6:44 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.
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MatchesFashion has left an official reply on this complaint.

MatchesFashion problem with item

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.

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Update by Karen from Australia
Jul 11, 2018 5:14 am EDT

BUYER BEWARE - Since posting my review 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.

Update by Karen from Australia
Jun 30, 2018 11:33 pm EDT

I spoke too soon - they have said I can send the item back for them take a look at and they will then decide next steps.

Update by Karen from Australia
Jun 30, 2018 11:28 pm EDT

Since posting my comments the company has thankfully offered a refund.

Update by Karen from Australia
Jun 30, 2018 11:27 pm EDT

Since posting my comment the company has thankfully offered a full refund.

Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

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11:32 am EST

MatchesFashion sent me damaged product, manager ksenia handled terribly

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.

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4:17 am EDT

MatchesFashion Buyers beware

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.

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S
Sharon Lim
, US
Jul 22, 2018 8:20 pm EDT

That’s a lie! They use only dhl and it’s unbelievably fast!

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J
8:04 am EST

MatchesFashion Fooling the customer

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).

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11:43 am EST
Verified customer This complaint was posted by a verified customer. Learn more

MatchesFashion Terrible, most unpleasant shopping experience at Matchesfashion.com

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.

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6:45 am EST

MatchesFashion Ridiculous

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!

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5:39 am EDT

MatchesFashion Wrong order!

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!

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MatchesFashion contacts

Phone numbers

800 009 4123 +44 207 022 0828 More phone numbers

Website

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