Matchless London Reviews 46

Return customer. Bought a jacket which is great and received it promptly. Few months later bought a second one announced on a flash sale. Two months later no news and started emailing. No replies until I mentioned a refund. Then a half baked reply about delays in production, but a vague May order fulfilment promise. Asked for further updates in May and no response until I raised this with my credit card provider. Then a vague response on same delays. Once pushed told ‘a few more months’. I have been refunded. What’s most irritating is that at no point any humility or attempt at an apology. Cold answers by someone who either doesn’t understand what customer care means, or doesn’t care. Businesses that operate like this don’t last.

I ordered a ebike almost a year ago. They have yet to deliver it and they only responded for the first few months if I harassed them. Now they don’t respond at all. I asked for a refund 4 months ago and they have yet to acknowledge any of my last 7 emails. There are many reviews online about their aweful customer service and theft. You would have to be an idiot to order from this company at this point.

i bought a jacket I don't like it then sent it back. I've been waiting for a refund for 2 months now...

Beautiful product but the size was too large for me. Tried to contact the company to return the item since they offer complimentary returns (or so they say) and could not get anyone to respond to my repeated messages. I tried for over 4 weeks to get a hold of someone by email, over social, on the phone, nothing worked. Eventually came to the realization that I was stuck with the item and would have to sell it on the secondary market. It's a shame they can't get their customer service in order as it would be an amazing company if they did!

the online shop is just subterranean. i bought a jacket it didnt fit and then sent it back. I've been waiting for a refund for 5 months now...

Disgraceful company, complete con, you receive faulty goods. They do not respond to emails or messages.
Ignorance a its best they take your money and send out reject goods.
Please do not waste your money

One of the worst customer experience I’ve ever had, steer clear of Theo’s company if you want to save your money

I bought a Matchless Shearling jacket of FB Marketplace and I have to say it’s excellent. I was planning on buying another online but after reading all these feedbacks I certainly won’t do it that way. Thanks to everyone for sharing their experiences. I think it’ll be a trip to the shop in London if I do get another. Although it feels like this company doesn’t deserve my business tbh.

Please be aware from this company !!!
They will take your money and not only won't send you what you have paid for , they will not refund you as well .
I managed to get my money back only form my credit card company and only after 7 months!!!
Be aware - don't say you weren't warned !

A total disaster, completely incompetent and disorganised.
A Wretched and Loathsome operation, I wouldn’t call it a business as such more a bunch of planks pretending to play business .
I’ve dealt with a few Italian companies and expected some delays , there always is with them. In general the Italian customer service is always awful but Matchless really are on another Level.
They don’t know what there doing.
I can’t review there actual products because it didn’t arrive after 48 Days!
I wish I could leave minus Stars .
Leave it For Arnie, I won’t be back.

Note : After phoning the office in Italy a refund was obtained .

OK, let me start with the positive to give a complete review, the guys in the London branch are great. Very helpful and I have nothing but credit to them.

But, the online service and customer service is appalling. God forbid anything goes wrong or you need to speak to customer services because firstly, there is no number to call, secondly, if you email them, you will be ignored. Again and again and again. Oh, and that chat box you see on the online site, it's there for show because noone every responds to it and believe me i've tried by spending hours waiting for a reply! This bad review is really a last resort by me to try and instigate any reply from them to get a refund. If you find yourself in the same boat, I would recommend just going through your credit card company like I am going to.

Beware do not buy from them with a debit card or you likely will end up out of pocket and with no way of redress as they are based in Italy and couldnt care less about you as a customer.

Avoid this company. They do not send out a returns form even though they state free returns, you have to email them for them to agree to accept a return , wrong goods were sent out and no reply to 5 emails . Credit card will be doing a chargeback for the goods. Beware this company !

Less than one star if I could give it and still leave a review. Appalling service on a jacket I ordered in October 2021 which took weeks to arrive. When it did it was faulty and too small, but there was no obvious way of returning it (despite the matchless website saying otherwise). Calls didn't work and emails didn't get any real engagement. Finally I rang up the Matchless shop in London and spoke with Oliver there who was very apologetic and arranged for a courier to pick up the jacket and send it back to Italy for exchange. I was then told there was no further sizes, and so I asked for a refund. Weeks later I was told there would be the next size up available in the first week in December and would I still want to try that. Stupidly I agreed - 6 weeks later I am still waiting. No sight of the jacket, no refund, no replies to emails. I have lost quite a lot of money to a bunch of scammers. If they are not scammers then it is even worse - they are liars and thieves in my opinion. DO NOT TOUCH WITH A BARGEPOLE.

I received a beautiful jacket that unfortunately I need to return.
As there were no return labels in the package, I emailed Matchless.
For the last 4 days I have emailed them and contacted them via their website, Facebook and Instagram but have been ignored.
When contacted via their website, they were happy to respond to me until they realised I wanted to return an item, then radio silence.
I have now raised a complaint via Paypal in order to get a resolution.

Avoid this company at all costs - expensive items that they do not want you to return and get a refund. Just shocking customer service.

Great quality leather jackets and fast delivery

I ordered a leather jacket. After 10 days or so they told me they didn't have it in stock even though they said they had it when I ordered it. They said they would make me a new one.

After almost 3 weeks from ordering I received the jacket. The jacket didn't fit so I returned it straight away. It took almost a week for them to acknowledge they received the return.

They said they would refund me immediately to my PayPal account. 2 weeks after they received my return, they sent a refund to my PayPal account. But it is still pending in there because they haven't authorised the payment.

So from the day I ordered, it has been 6 weeks and I still haven't received my refund. They're customer care is woeful. They take forever to respond and it's always you doing the chasing for weeks to find out what's happening.

Update: Still not received my refund. They signed for and received return on the 27th January. It is now the 24th of February and I have still not had a refund cleared in my account. If you use this company, make sure the item fits or you'll be waiting a very long time to get your money back.