Matchesfashion exchange

[Ariz_Gold]

Hi!
First time posting but I’ve been lurking around for a while. I recently bought a Loewe Puzzle bag from Matchesfashion and I received it yesterday. It came generally okay except the tag is not tied to the bag but on the dust bag instead, not really a big deal to me. This morning I inspected the bag again and noticed there are two nicks on the handle. I was heartbroken because I got it at a relatively good price compared to buying it locally (I live in Singapore) but I also don’t expect anything less than okay considering its price. Any thoughts? I emailed their customer service trying to get it exchanged. Do you know if delivery fees for exchanges are shouldered by them?
Thanks!

 

[Luv2Scoop]

Matches is very professional, they are my top pick for online, I live stateside, and simple order the same item rather than exchange and return what doesn't fit.

 

[natjyl]

Hi!
First time posting but I’ve been lurking around for a while. I recently bought a Loewe Puzzle bag from Matchesfashion and I received it yesterday. It came generally okay except the tag is not tied to the bag but on the dust bag instead, not really a big deal to me. This morning I inspected the bag again and noticed there are two nicks on the handle. I was heartbroken because I got it at a relatively good price compared to buying it locally (I live in Singapore) but I also don’t expect anything less than okay considering its price. Any thoughts? I emailed their customer service trying to get it exchanged. Do you know if delivery fees for exchanges are shouldered by them?
Thanks!

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Can you advise if you were successful in getting an exchange??? I got a Saint Laurent Camera Lou bag which was obviously manufacturer faulty after 2 uses there were dents from the leather. They're saying it's "normal wear & tear" and refuses to exchange.

 

[Ariz_Gold]

Can you advise if you were successful in getting an exchange??? I got a Saint Laurent Camera Lou bag which was obviously manufacturer faulty after 2 uses there were dents from the leather. They're saying it's "normal wear & tear" and refuses to exchange.

Hi! Yes, I had to send it back then they sent me a new one after a few days.

 

[natjyl]

Hi! Yes, I had to send it back then they sent me a new one after a few days.

yeah.. maybe their customer service has changed haha.. they're disputing this as normal wear and tear despite my order was placed this April, regardless of how many times I would've used it.. a bag that price shouldn't be at this state lol..

 

[GLangdon]

I’ve found the customer service at MF to be inconsistent. Usually, I place an order and it arrives quickly. But on the odd occasion where there is a delay and I’ve followed-up, the customer service has been very unhelpful and sometimes patronizing. And just after Brexit, I had a nightmare time with UPS demanding I pay duties on an order and MF saying I didn’t have to but not doing anything much to help with the situation. That went on for a couple months of my rejecting the delivery until UPS just left it on my doorstep and ran away - then they sent me a bill for €800! Anyway, MF’s site shows standard shipping times to be 3-4 working days, so I rely on that with a buffer of a day or two. They don’t seem to think about, or care, whether a purchase is made for a specific engagement and time in mind. I find that very irritating - especially when they charge for shipping while other sites like Netaporter, 24S, and MyTheresa do not in most cases. For awhile I had a personal shopper at MF, but they couldn’t process my payments with those benefits (I.e. - free shipping) because I will only pay via PayPal. Anyway, I still purchase from them when I can’t find the same item somewhere else, but my preference is to go with other sites or brand sites where possible.