Real Madrid C.F. Reviews 184

Its a shame as I am a huge Madridista. I ordered a jacket and t shirt both 3xl from their Madrid Brand (not adidas). They ended up being more of an L or smaller XL size. I emailed requesting to echange them, but received an automated response enquiring if I had received my order. Terrible customer service and I will never order anything from them again.

Es una pena ya que soy madridista. Encargue una chaqueta y camiseta talla 3xl de la marca madridista (no adidas) (que realmente son talla L). Al no caberme lesc ontacte pidiendo si podria intercambiar las. Recibi un correo automatizado sobre si el pedido me habia llegado. Terrible servicio al consumidor, y nunca comprare de esta tienda otra vez.

I order a tracksuit on Dec 10, 2022 with extra payment for express delivery that the Web site boasted to deliver in 1-2 working days. It is Jan 11, 2023, and still it is not shipped. The customer service is the worst on the face of this planet too. Extremely uncooperative with very little to no responses at all.

Do not order this is the worst webpage I have ever used. Ordered a shirt for Christmas. It said 2-4 working days. Still haven’t received anything and do not get any reply from the customer support. So right now I do not have any shirt and my money is gone as well.

I would rate this company 0 stars out of 5 if I could. I have been supporting Real Madrid for more than 20 years, and loyalty means nothing to these people and the mouthbreathers they employ. My girlfriend ordered a Real Madrid shirt for me through this exact store back in May, and while it arrived a bit late, it was still processed on time and shipped out on time. My first order with them through their own store went as follows.

25/11/2022: On Black Friday, I placed an order for 2 T-shirts for myself and my girlfriend, which were supposed to be shipped within 2-4 days of the order being placed and processed. An email confirming the order was received immediately.

28/11/2022: Payment was taken for the order via my bank after 3 days, but I did not receive a shipping confirmation email to tell me that my order had been processed.

07/12/2022: 12 days without the shipping confirmation email, so I chased it up using the mailer contact form on the store's Contact Us page, and waited for a response to that.

12/12/2022: 17 days without the shipping confirmation email, and 5 days without a response to the mailer form. I had to resort to the Web Chat feature because the phone numbers listed were for Spain, Mexico, the USA, Canada, Australia, and New Zealand - there was no UK number for the UK store. The agent who spoke to me was beyond useless, refused to help me at all, kept telling me that they would have to contact another department for details and that I'd have to wait "1-2 days" for a response. He/she didn't appreciate the irony of me telling them that the shipping confirmation email also took 1-2 days but that never happened... and also refused to let me speak to a manager and also refused to explain why.

17/12/2022: 22 days without the shipping confirmation email, 10 days without a response to the mailer form, and 5 days without an update from the useless idiot agent. The new agent I spoke to was helpful to an extent - they discovered that the order had not been processed because the item was not in stock. I then asked why payment was taken and they did not give a response. They offered a full refund which I took, but would not help much in the form of compensation, though they did offer to "escalate the situation to query about compensation". They also refused to let me speak to a manager and also refused to give me a clear reason as to why.

20/12/2022: My bank statement showed me that the refund had been fully processed and I had my money bank.

21/12/2022: I got an email from the Real Madrid UK store telling me that the item was no longer in stock and that they would not be able to fulfil my order, and that it would need to be refunded...

Don’t ever order anything from the Real Madrid shop. I ordered a Jersey on November 27th knowing well, that they would have plenty of time to ship my order for me to recieve my order before Christmas. I have continously tried to reach out to their customer service asking for a status on my order and also asking for a full cancellation as they still haven’t shipped the order. It Said 2-4 shipping days when I ordered and today is December 18th! They refuse to cancel my order and give me my money back although they haven’t delivered as promised!!

If I could give the website a 0 star rating I would! Communication is terrible purchased over $150 worth of items for it to never been sent, I had to email, and use the chat to find out where my order was no staff member bothered to email me and advise there was no stock yet on the website it is still showing up as in stock. 4 weeks later and numerous emails finally got my refund will never purchase from this website again

Terrible, awful experience at the online store. I bought a jacket for my brother's birthday. The had enough stock at the moment, it suppose to arrive in 1 or 2 days. They never text me back. After 4 days I send them a text, and they told me they did not have more jackets, of course after 4 days. They are so incompetent. I paid with an international card, so I even lost money due to the change of currency. The service could not be worse. DO NOT BUY HERE, DO NOT LOSE MORE MONEY ON THIS PEOPLE. THEY DO NOT CARE ABOUT YOUR PURCHASE OR ANYTHING.

Update again, edited from review of shop.realmadrid.com:
This is the thing:
Usually problems start, when the online shop send you wrong items. Because they have zero respect towards customer and think that "sincere apology" is enough as compensation for "logistic mistake". These happen too often.

During these months I have tried to solve my issue, I have discover that company behind online shop is Legends.net. They have made the Real Madrid online shop as horrible as it is: scamming people.
The customer service team Francisco, Kamila, Joao, Andrés, Jose and (new addition) Cindy only repeat line "Terms & conditions" and provide about no help at all. No acts of goodwill or solutions are provided. Also it seems that no one in the company actually knows anything or has the responsibility of any operations.
Their logistics have been proven faulty before, so sending items back seems quite risky. Sending faulty (or unsolicited) items back is only way to get the items changed or refunded.

My advice is to avoid this "official" online shop of Real Madrid and it's customer service team as it's not connected to physical stores.
I also recommend to boycott any shop connected to Legends.net, they are just scammers.

Instead buy gear from one of the physical stores.

I have had the worst online-shopping experience EVER, trying to order from this "official" store:

I bought a jersey for my son - they sent it with the wrong number printed on it ("10" instead of "1"). This in itself is absolutely ridiculous - they seem to have zero quality control.

Trying to organize a replacement was incredibly complicated and required me to contact the store support 3(!) times - every time I was given different instructions. At the end, I was successfull and returned the product as instructed.

About 2 weeks went by and nothing happened. I started to wonder, so contacted store support again. And now, all of a sudden, they are telling me that the product is now out of stock! Imagine my son's disbelief and disapointment when I told him.

They have NOT acted on their own, but rather just did nothing until I contacted them. Total neglect of quality control and customer focus - shining a bad light not only on themselves but on the franchise as well.

This was the last time me or any other family member ordered from this store. I STRONGLY recommend to not order from shop.realmadrid.com. If you need to buy RM gear, buy it somewhere else.

I have order a t-shirt and socks as a gift for my husband. The order has been confirmed and the money was withdrawn from my account. Few days later, I received an email from their support informing me that the t-shirt is no more available and whether I'd like to cancel my order. I chose to cancel my order. But I never received the refund for my order, I tried to call them by phone, I sent them tens of emails, I tried to reach them via online chatting but no one responded.
280euros is big money for me. And they are totally ignorant. I can see in my email tracking that my emails have been opened.

I placed an order from Paris on May 14 for 2 products at 110€ in total. I haven't received anything to date and the support is non-existent! I will file a complaint for theft and I advise you not to buy on their site!

Do not order online from them.
I'm in Canada, I paid $31 USD from Priority Shipping on June 9th. The package was not even shipped until June 12th.
I've opened 2 tickets with their support team to get help & they've never responded.
STAY AWAY.
You can find way better prices & much better service.

Should have 0 stars

Order a shirt size M, and send size L. The return proces, take one week before they send a returnlabel and it was a gift for christmas. I send the tshirt back, but never got the refund of my money.

Keep away from this shop!

Ordered a shirt and it took almost 3 months to arrive... not impressed at all. it would have been quicker for me to go to the official store and buy it!!

really hate this team, so corrupt please fifa and uefa punish them

Awful service. Placed and order, realised I ordered the wrong set straight after I put the order through. Emailed straight away to cancel, got a response straight away to say they would not cancel it and I would have to pay to send it back. Because I wanted it personalised they will not refund me although it hasn't been made or dispatched as I literally placed the order and then emailed to cancel and they responded. They are saying they are going to go ahead with personalising the item and dispatching it!

horrible team, super corrupt and they have a lot of people in their pay roll, please uefa remove like 5 ucl that they won with help, and banish them from competition for a couple of years

I am sorry to hear the horrible experiences others have shared. However, that simply was not my experience. I received my merchandise in a timely manner despite being shipped from over seas. It was what I ordered in the right size. I contacted them via e mail and withing 24 hours I received a response. Yes, I would shop there.

Customer service has been TERRIBLE. Ordered a jersey and took months to arrive. Not to mention THEY DELIVERED THE WRONG JERSEY. Sent email after email and no response. And after I finally receive a response they don’t even address the situation. Finally after 4 LONG MONTHS they sent a return label and I told them I want a refund because I didn’t want the jersey anymore as that size did not fit. Instead, after a few weeks I received the correct jersey which I told them I no longer wanted.

I wish I had read these reviews before. Never shopping from Real Madrid shop again

DO NOT BUY A JERSEY FROM THEM I REPEAT DONT EVEN THINK ABOUT IT THIS HAS BEEN A NIGHTMARE ITS BEEN 17 business days and still hasn’t shipped it’s been two weeks since they “escalated the cancellation” and still hasn’t been canceled if u want a jersey go directly from adidas and buy it they are more of scammers than a business it’s sad that loyal fans and customers are treated this way they won’t even respond to my emails or the chat anymore because I lost patience with them and told them how it is next thing I will do is call my bank and dispute the charge because clearly I haven’t got what I paid for.