“Absolutely ridiculous customer service they send an empty package after charging me and I paid for express shipping and I have been trying to contact them for the past 2 months and they are not even returning my money nor helping at all
I was told it would take maximum 21 day to request the information from the shipping company but it has been over a month and I contact them once a week and they have no information and refusing to even return my money”
“Terrible experience. The product never arrived.
I waited for it for 3months as it appeared to be in transit and suddenly, it was delivered to a random person.
The Real Madrid customer service has been useless, all of these time, they have only told me to wait and now, they say my product is under investigation and this might take several month.
This is an unacceptable service, I am so disappointed that I will never buy again online from them.”
“I ordered 2 hoodies from Real Madrid Shop back on Dec 5th, 2023, for two of my grandchildren. I received the items the day after Christmas, after tracking the shipment through incorrect links sent by the shop. The hoodies were ordered size "S", but we received size "L". Since then, I tried several times to communicate with the shop to obtain a refund at no avail. It's a disappointment not only for may grands but it says how bad the Club is represented in the United States. Don't buy anything form them.”
“Order placed in September 2023. Package never arrived ( postal issue )
The seller did not respond to my refund request despite 4 reminders.
The tracking clearly indicates the loss of the package but the customer service does not want to take it into account.”
“It there is a 0 as a rating I would select that. I ordered jersey 2 weeks ago and paid express shipping says 2-3 days...cause I need it as a gift...I contact them by email ..they say due to high demand we are behind...item still hasn't been sent. If you can ship on time why offer that service. Customer service very rude as well”
“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!”
“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 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.”
“Customer service is horrible, I ordered an item last month and still have not received it. I get no answers from them. Never going to order from them again.”
“I ordered a training jersey and it was dispatched 04/09/2019. When I ordered my item it said that I was going to receive it in 4-8 work days. I contacted their customer service 17/09 and when they replied, two days later, they said that I have to wait for my delivery for 10-14 work days since it they have been using 'standard untracked' mail service. I waited and my item didn't arrive by the time they said it would so I sent them emails saying that I want my money back. Then they asked for my address (again) to compare it with the one I put in my order (to see if this was somehow my fault) and after a few days they tried to convince me that I put the wrong address in my order and that I have to wait for 28 days so the item can get back to them (I would be paying the shipping) and then they would give me my refund back. After weeks of unpleasant and slow communication (they replied every 2-3 days, often with the same, forwarded email from before), I have received my refund. Terrible service.”
