MatchesFashion

Avoid at all costs - in administration and not refunding – I agree with previous reviews - they are in administration and refusing to provide legitimate refunds or any recourse. Do not buy from them Show details

Buyer Beware business under administration – I have been a customer of Matches for several years I liked their business enough that when I would return an item I would request a credit instead of a refund. I tried using my credit a couple of months ago, prior to it going under administration, and reached out to them and just got a response 2 months later that they went under administration… Read more

on April 7th and can no longer redeem my credit. They apologize for the inconvenience. This credit is a substantial amount. This is fraud and based on other customer experiences you will read about it is not a business but a scam and should be shut down for illegal behavior.

Appalling experience – My entire experience with Matches has been appalling. - Firstly I bought a dress 2 months ago and was not notified in the email, product page, basket or checkout that it wasn’t available for a refund. During this process the website failed to have proper product terms and conditions. - Matches refused to give me a refund, despite their failure to… Read more

clearly state T&Cs online in a visible point. Instead I was offered me a credit to use within 12 months. - Now, 1.5 months later, it is invalid as they have appointed administrators. What an absolute joke of a e-commerce website. DO NOT BUY from them. If I could give zero stars I would

You will not get a refund for faulty items – I received a faulty item and they agreed to have it returned and inspected. It was inspected and I was told I would be provided a store credit. As it was faulty I requested a refund, they agreed. Two weeks later no refund. Multiple emails sent. Phone calls made. Social media contacted. No refund. Have no disputed the transaction on PayPal. All of… Read more

their communication refers to “waiting to hear back” or “looking into my enquiry”. No wonder they have so many bad reviews. I will never shop here again.

Horrible customer service, ignoring emails yet they have stolen my money! – I attempted to make a purchase for a pair of shoes, went to proceed with my purchase, only to be returned to the checkout page with an error stating "Cannot place order. Please re-submit order details or try again later." I unfortunately went ahead with the checkout process again in hopes of it working (as I'd checked my bank account at this stage… Read more

and nothing had gone through). It proceeded to show the same checkout error again. However, minutes later I received an email stating that my PayPal plan had gone through TWICE and confirmed with PayPal and my bank account that money had been withdrawn. I never received an order confirmation email from MATCHES or on my MATCHES account an order history. I have been incessantly following this up via email to rectify and address this issue urgently. They have consistently ignored my emails (only sending a customer service survey to rate the experience?!). I've sent emails with screenshots from my bank account, PayPal etc to no avail. They have STOLEN my money, I'm concerned that I'll never get it back (in total through my PayPal plan they will withdraw $914.40 AUD with my PayPal in 4 plan). I cannot afford this money to be stolen from me, it took months to finally make this very considered purchase for the specific purposes of work, so this is a lot of money to be stolen and distressed over.

Please, PLEASE take this one message away - MATCHES is a fraudulent company that actively scams customers out of their money. Please read other reviews, unfortunately there's many horrible experiences of customers never receiving a refund back or having their money directly stolen, or taking 6+ months to recover their money back. Please research and take into consideration my story as I don't want other customers to go through this ordeal of fighting for their money back. There's plenty of other 'luxury' websites with fantastic customer service etc.

No issues with delivery - or refund – I used these guys to buy a designer dress unavailable in Australia for my daughter. It had a 10% first purchase discount and Matches were the cheapest by far. The previous reviews worried me.... It arrived in Aus within a week, was very well packaged in a returnable box. It came with DHL. Sadly it was way to small so had to go back - our local DHL… Read more

is only 10 mins away so I dropped it rather than having it collected. The return was already paid. It was tracked all the way back to London and they refunded me the day after it got back. The whole process took less than 2 weeks - I don't think that's bad, it looks like a lot of the previous reviews they were using UPS. Perhaps they've got their act together?

Refund refused twice – Order OMF604193492 Just closed my account today. There are plenty of other luxury apps/shops to by from. The client support is absolutely terrible. I had ordered two pairs of shoes, different sizes, ended up returning them since they did not suit me. Unfortunately someone at UPS stole the items and the box arrived empty at Matchesfashion … Read more

Despite clear evidence that the box had been opened (yes one of the edges had been completely ripped apart and the box was closed with scotch tape all arounf!) Matchesfashion refused my refund twice!

I had to make plenty of calls and send several emails challenging them so that the issue could be solved. It was a nightmare.

Take my advice, do not take a risk, order from somewhere else

Refusing to refund me – They cancelled my order over a week ago and still haven’t refunded my order

Quality product. Good value. Really well packed and delivered quickly. Great customer service – I ordered Salomon slip-ons. They were dispatched quickly and when they arrived, the packaging was superb. I read really bad reviews after I ordered, so I rang customer service and got straight through to a friendly, helpful person who explained they have been in business for over 30 years after I explained what I had read. She then looked up my… Read more

order, and explained the dispatch and delivery process, which happened exactly as described. I tracked the package right up to delivery. My experience with MatchesFashion has been excellent!

So terrible exchange and refund experience! – After I received a damaged dress, I ask for exchange. However, I gave calls over 10, and a lot of emails. And they are always saying they are confirming with warehouse, which is a same reply again and agin! Finally, I cant bear with this and ask for refund directly. And they replied me again they need to confirm with warehouse! that has been… Read more

almost 1 month from I sent to dress back to them! And I didnt give any refund till now. Be careful if you need exchange or refund by any chance!!!!!

BEWARE: NO REFUND RECEIVED – I returned a pair of Jimmy Choo shoes in perfect condition as I could see by looking at them that they were far too small. The return was accepted and I was told I would receive a refund. The package was only partially refunded and I’m still waiting for the shoe refund after 5 weeks. I have been a high level loyalty member for 7 years and in the… Read more

past year something has happened to Matches. I have seen multiple reviews of only partial refunds so it appears there is something untoward occurring. My emails are largely ignored or the same person Sumin says I’ll receive a refund but it doesn’t ever occur. Buyer beware.

SCAMERS – SCAMMERS. I ordered some suicoke slides,they sent them,all was going good.then something happened with ups and the package got sent back from Netherlands (I'm in greece). And they sent me a "refund" 15 euros less than i payed. So i just got scammed. And of course they don't answer to my emails for days. I just want my slides:( Show details

Consistently poor service - and I am a long term customer – Long term/ high spend customer here. Pros: no fakes, fast delivery, competitive pricing. Cons: very poor customer service given they sell high end products - I have spent thousands of dollars there and when they make a mistake they will never admit it. Often do not respond to emails. Eg 1: I bought a $250 hat and it actually fell apart the… Read more

first time I wore it - not even wearable. They would not accept it as a return for being faulty. As Matches is not an Australian company I couldn’t pursue them.

Eg 2: They mailed an order to a wrong address. And it was only when local DHL service helped me with written evidence of Matches’ mistake that Matches accepted to refund me. It took 6 months and it was very stressful. Especially as I was a long term customer and had a healthy purchase history (not a random fraudster).

Eg 3: I saved for months to purchase a coat and when I went to buy it the PayPal page glitched and the coat then showed as ‘out of stock’. I rang Matches and the rep said I’d would be notified when the system reset and I could re-start the check out process. Never got back to me and when I followed up the second time they confessed they sold the last coat to another customer. SoRrY (they were not sorry) ‘we’ll notify you if available again’….

This is one of many examples I have of poor customer services once very 18 months or so. They will never ever admit they are wrong or made a mistake. I am reluctantly a regular customer as they have good pricing but once a year or so they remind me of how they do not deserve loyalty.

Suggest buying from Net-a-Porter, MyTheresa, FarFetch - much better customer service.

Disgraceful Customer Service – This has got to be the worst company I have ever dealt with. I purchased a valentino bag last November. It started to fall apart and I started communication with Matches about it in April this year. I sent them pictures. The bag was sent back to them in July. That is how long it took for them to decide I needed to send it back! I was advised early… Read more

August that it was sent to Valentino for repair and it would take around 3 weeks. Its now the end of September and they have told me its stuck in transit to Valentino! I mean WTAH!!! This company is absolutely disgraceful in customer service. I now have no bag, they have my money and god knows if I'll ever see either again! I would never ever purchase anything from them again. I will be taking this further to claim a refund. Matches you should be ashamed of yourself as a company! I will also be ensuring EVERYONE I know DOESN'T shop with them.

Fake designer product – Unfortunately I tried everything to resolve my issue with matches. The Saint Laurent bag I purchased is clearly fake and Matches refuse to sort out this issue The logo on the bag is on an angle. The leather had gone sticky and frayed. Not the quality or finish you expect from Saint Laurent I'm left holding a fake $1000 bag and extremely upset… Read more

with the lack of help after dozens of emails. I've given up and now need to earn people. Never again will I trust this company

What's so hard about paperwork anyway? – Hi, I am writing this review after trying to get MATCHESFASHION to acknowledge a problem. Once again I received only one copy of a return invoice and now I'm stumped and pissed. DHL (and customs I guess) means that TWO copies are needed. Now, just how hard is it to put in the box the legally required TWO copies instead of one? They pack the… Read more

contents nicely. But paperwork, ooh that's tricky. I emailed MATCHESFASHION and tried to explain that one copy is not enough and that getting another one during a COVID lockdown here in Sydney (yea, it's a friggin' nightmare) would be difficult. I got an email saying 'here's all the documents you need!' as attachments, print them and be happy, m/f to the rescue! And so I tried to reply and say, 'hey, you missed the point' but the email is marked 'no reply' so here I am. Trying to get there attention.

Frankly, I think that MATCHESFASHION, if their customer service is used as a barometer couldn't care less. They are a multimillion pound company. But maybe this email will help? Na, only joking. In fact, MATCHESFASHION, pls do me a favour and don't reply. I mean another lamed apology. No thanks. Just fix the problem. Mark PS Google calls me Michael... I'm hopeless with technology. OMF343436371 RMF06557391

Satisfied customer – I bought shoes from them, after being assured I could take them back if they didn't fit, as long a I wear briefly on carpet (like trying on in a shoe shop). Their price, for this particular high quality shoe, was the cheapest I could find online. I was a bit disappointed, that they debited my account but did not send an email confirming the… Read more

items were going to be sent to me.

They arrived in 5 days, instead of the advertised 4 days, including instructions to return them if I wanted to.

The shoes are great. Nimbus 23 by Asics. I only deducted one star due to lack of communication that they were going to send them. But they communicated quickly with my email query about the rules regarding taking back shoes.

Amazing service – Have never been disappointed by Matchesfashion! I always get my delivery extremely fast. Usually within 5 days from the UK! I got my delivery recently just in time for Christmas which is amazing!!  Show details

Worst Customer service ! Is automated, uses copy and paste pre written templates ,approach not helpful at all! – Everytime I contacted matches fashion customer service or their mystylist@matchesfashion.com, they did not answer my query at all. Just responded by sending me a very general automated reply with spelling mistakes. Also, they have no insights into their own inhouse label RAEY by Rachel Proud. Its disappointing that two best blazers Raey designed… Read more

ever (excellent quality) be considered for re runs in these times when we all look for sustainable fashion. Not cool.

Product good. Service careless – Even though the product was as advertised I wrote a beautiful birthday message to the receiver as it was a present. However it wasn’t included along with the gift nor did the receiver know who it was from If you’re going to offer a service on a luxury good to include messages then follow through with the service otherwise don’t offer it. Show details

Matchesfashion.com – This online fashion store has no limit as to how long they can take to process returns and refund the money to customers. I returned the items I purchased via DHL in a perfect condition, the same day I received them and 30 days later still no information as to when they will process the refund...On their website they state they will notify… Read more

customers by email once their return has been received and processed but they are not commiting to any timeframes as to how long they will take to do so. My friend waited 65 days before they processed her order (returned in perfect condition, original packaging, all tags attach) and refund. It has been 30 days since I returned my order, in perfect condition with all tags attached and still no refund. If you care that your returns and refunds are processed in a reasonable timeframes I dont recommend shopping at matchesfashion.com.