There seems to be a lot of negativity here surrounding customer service, but I have never had a bad experience with Matches. I regularly shop with them from the US and with free delivery and returns, you can't go wrong. I believe in giving praise where it's due, so thanks for the wonderful service, keep it up Matches!
Most of the products are more expensive than on all other sites (luisaviaroma, mrporter etc..) Shipping and returns are not free The customer service doesn't respond to questions about products, have e-mailed them two times on separate occasions about two different products, never got an answer...
Any queries about clothing sizes, material, stock etc. are not responded to. There is a little customer service and I am not satisfied about this abhorrent lack in communication between the site and it's customer base.
Ich habe eine Kleid für Freitag abend am Donnerstag morgen bestellt und konnte es per Express liefern lassen für nur 20 Euro. Es kam wunderbar verpackt an einer MATCHES Signatur Marmor print box, fertig gebügelt und bereit zum anziehen! Vielen Dank an das MyStylist team für deren Hilfe mit der Größe - Ich habe mich in meiner Wahl sehr wohl und selbstbewusst gefühlt und werde bei MATCHES immer wieder und wieder kaufen!
I ordered a beautiful Balenciaga bag from your website, it took no time at all to get delivered. The staff were extremely efficient and helpful when I emailed asking for more information regarding the design. I will definitely be using matches again.
J'ai récemment acheté sur MatchesFashion.com un sac Jil Sander, lorsque j'ai reçu ce sac je me suis aperçue que ce n'était pas tout à fait le même modèle mais surtout pas la même couleur. MatchesFashion a mis ma parole en doute,ne m'a pas adressé d'excuses pour son erreur et pour son manque de confiance. J'ai renvoyé ce sac et l'aurais gardé si MatchesFashion avait simplement reconnu son erreur !!!!
I recently purchased on MatchesFashion.com a Jil Sander bag. When I received it, I realized that it was not quite the same model but certainly not the same color. MatchesFashion put my word in doubt, did not address me excuses for their mistake and lack of confidence. I shipped back the bag and would have kept it if MatchesFashion had recognized his error!!
Very upsetting experience, errors all the way with wrong items being sent, (completely wrong item sent - i returned the more expensive wrong item), I had to re-order to get the item on time as I had a timescale because of going away (original order cancelled - refunded), ending up being sent two expensive items(old order sent as well as new one) I returned extra item. Varied customer service, some nice people, very pleasant people, very good I'm sure but system not working ?????some not so genuine, I don't know or just not able to deal with an upset customer, as passed around at times perhaps because not able to understand the difficulties experienced or how many things that went wrong . Last item sent (Lanvin Luisa bracelet) broke, arranged to return when home from abroad (now have internal calls to pay for).
have to wait until tommorrow for info on what is happening, very upsetting as matches still have £516 and with all of the mistakes I have experienced I have little confidence in the system. Can't afford to lose this amount of money, no one can and I don't think they can keep it - its a lot of money. I shop a lot with other sites which have always been efficient and no problems like this.
Terrible shopping experience. I had high hopes for Matches. Really don't want a sleepless night because of all this. But its been such an experience I'm finding it difficult. I really need to know who I take this to. I dont know I have never experienced anything like this before with anything. Who do I contact if I have no joy tommorrow?
I felt obliged to write a review because of all the negative ones floating around, I ordered a Saint Laurent Betty clutch (half price!) and it arrived in Australia in just 4 days! Packaged beautifully with its dust bag, card of authenticity and all! Couldn't be happier, such a steal at half price especially considering Australia's inflated prices. Very happy, thanks Matches!!
Je suis ravie car ce site est à l'écoute de ses clients. J'ai pu annuler plusieurs commandes avant même l'expédition en faisant jouer le droit de rétractation. On me répond toujours à mes mails ou bien on m'appelle. La dernière commande s'est bien passée: délai respecte, emballage parfait et retour facile. Le remboursement se fait dans les temps. Le bémol: livraison par dhl un peu chère et surtout fastidieuse si vous êtes absent de chez vous car il faut les rappeller et convenir d'un rdv avec des tranches horaires non adaptés si vous travaillez.
I hesitated to order on this website because of all the negative reviews. After much contemplation, and contacting a stylist (to confirm the item was still available), I decided to take the plunge. My Raquel Allegra cardi arrived within 3 days. It was perfectly packaged and I couldn't be happier with my decision. I would definitely shop here again!
I can't believe so many negative opinions. It must be because those who are pleased actually hardly ever write reviews. Myself I find Matches the best and most trustworthy clothing retailer on the net. I've been shopping there for 2 years - never ANY ptoblems. Neither with the products, nor with refunds. Great and always helpful customer service. Free returns would render Matches a shopping paradise, but I actually hardly ever send anything back when I shop from them (happened maybe twice).
I had been looking for the bluebell hidden wedge trainers from Isabelle Marant for ages. Found them on matchesfashion at a 50% discount, orderd them on Thursday and one day later they arrived in perfect condition in Germany!!
Lovely site, order was a breeze but despatched my order with obvious defect (which they should not have shipped!!!!!!!). I need response as bag is a gift, & clock is ticking.
Order (OMF874137) arrived on 8th January, have emailed them twice, no acknowledgement yet, all right but hope they can respond fast as defect is so obvious & its upsetting especially its a gift for a loved one.
Buyer beware, this crowd actually charge you to return items, which is a big change from not having not done so in the past. This practice is usually only found in poor service retail stores who don't really have an online presence. I can only describe it as deceptive and unscrupulous to hide it in the returns section where you never look because free returns is the standard. The phrase "cutting off your nose to spite your face" comes to mind as I will never be returning. Free returns became the standard to encourage people to buy, whereas Matches obviously just want your money now and don't care about repeat business. Secondly, if you live outside of the USA then you are discriminated against in the end-of-season sales because USA gets first dibs on all items as their sales period starts first. Other retailers and designers can do this fairly because they have separate stock in different countries or they have separate stock allocated for each region resulting in everyone having the same opportunity when it comes to the end-of-season sale period, but not Matches. They sell all the same stock to USA first and everyone else is a second class citizen. And they still haven't replied to my two emails.
I ordered with them Once before with no problem. My second order, the fit was no good And the dress had a hole in it so I returned thinking I would be refunded. Weeks go by. No refund. I check my account and it clearly says "returned". When I email customer service of course they say they did not receive it yet (even though on my account and on the website it says "returned". They ask me for my tracking info, ext..I send it all to them, including screenshots of my account where is days "returned". No returned emails. No refund. Very annoyed
I wrote about wrong invoice with my oder and matchesfashion manager promised get this resolved . A week passed and nothing happened I still havent got my oder . " Unfortunately I do not have a time frame on this "-that what Customer Care Assistant wrote to me!!! I uderstand that I'm from other country and I have no rights in your country and customer care service have no time for such clients . Is it a normal situation for you ?
Why should I have such inconvenience and pay for your employees mistakes and incompetence...
They are alright, been using them a few times before without any problem. Just got a jacket in the door today that was perfect,but I needed it one size bigger. Their exchange policy is so difficult, well there is none. You can't really exchange it for a another size. You need to get a refund (which takes ages I can see from the other reviews!!). and then order it again. Thats really a lot of hassle, How hard can it be to exchange it like NAP, mytheresa does to name a few. I used a 30% voucher on my order which expires in a few days. I can't afford to place a new order before getting my money back from the old one. So theres really nothing I can do, if I want to save my 30%. And the jacket is like 365 pounds. So Im really considering returning it and don't use their service again. sigh...
No answer from customer service for 3 days((( The customs in Ukraine are charging tax on parcels containing merchandise for more than 300 euro. I made a purchase where total of item minus sale is 276.6 euro. Unfortunately your invoice contains full price with no sale and therefore the courier company (DHL) requires tax + courier customs services for order .