Real Madrid Shop Reviews

Order from Canada. The website sends me to the US site. I make the order. There is flat price for shipping, no options to select from. There is no mention of import fees, taxes, duties or anything else like that. Ordering from the US, I am confident the item is coming through the US. But no! It is shipped from Madrid via UPS. I am getting charged ridiculous taxes and fees and on top of that UPS charges a brokerage fee. Something I never agreed to, something that was not explained at all, there was no mention or estimate of those during the order process. Literally, this works like a scam.

Then I wrote to the Customer Service. All they did was to tell me sorry and nothing we can do. Well done!

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.

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.

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.

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.

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!

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.

The customer service is unbelievable. The representative when I contacted about my order that still says after 9 days unfilled that I'll receive and email when it processes and ships and thank you and have a nice day and discontinued the chat. I didn't even get a chance to respond. I'm calling my credit company and disputing the charge. I no longer need the items because clearly won't make my sons birthday on Thursday eventhough at checkout said I would have received in time.

As many others here, I made an order for a substantial amount of money (the products are expensive) and I have not received anything over a month later.
They have some people answering emails promptly but that's about it. The order does not arrive and no refund is issued.
A total disaster. I am about to start a formal claim now.

Extremely bad service.

I placed my order more than a month ago (a player shirt), and I have not received it yet.

I have been in contact with the support (after I have reached out) about 10 times, but nothing happens.

At one point, they even suggest that I reached out to the delivery firm to check up with a status, as if it was my problem to solve it!

Very disappointing - can only recommend not to order through the Real Madrid shop.

I have made an order from RM store on 2sd August which still I didn't get.
They never answer immediately, at least 2 or 3 days to answer some times I had to send an other email to get an answer, they refused to cancel the order, they don't follow up with the shipment, they don't answer.... It's the worst experience with a big shop. It's shamefull