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Business Profile

Online Retailer

Matte Collection

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 106 total complaints in the last 3 years.
  • 12 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/29/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order with matte collection and sent several emails regarding the status. The order never shipped and they took my money. I sent an email today requesting a refund because it never shipped and they responded stating that they couldnt offer any assistance. Id like a full refund and I will NEVER order from this business again.

    Business Response

    Date: 11/27/2022

    We thank you for your submission and show this order was fully refunded prior to the time of review. We welcome you to contact **************************************** for additional assistance. 

  • Initial Complaint

    Date:09/28/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on August 17 for a swimsuit and matching coverup. On Aug 18 I received a notification that my order had been shipped. On Aug 19 I received a notification stating that I was refunded for the swimsuit because it wasnt available when the order shipped. Once the coverup was received I returned it since I didnt have the swimsuit that I ordered with it and it was delivered to Matte on Aug 26. After about three or four back and forth emails I was finally issued a refund in the form of store credit in the amount of $23.14 on Sept 14. On Sept 16 I placed an order that totaled $30 and used the credit. I had to pay $13.29 to cover what the store credit didnt cover which included shipping protection $.98, $6.86 for the remaining merchandise amount, $5 shipping, and $.45 tax. When I received my package there were only two of the three items that I purchased and I was not notified by the company that I would only receive a partial order. I emailed them letting them know I was missing an item and they refunded me $2.68. Im not sure where they came up with that calculation but I shouldve received $6.86 plus tax. At this point I also feel I should be reimbursed for shipping as well.

    Business Response

    Date: 11/27/2022

    Thanks for allowing us to understand concerns expressed by our customers. The customer in this case may have been assisted differently as this is not the resolution that I see in this case. ********************** placed order 1108685 and paid a total of $10 which makes all other details moot in this instance. We welcome additional dialogue as needed at ********************************

    Customer Answer

    Date: 11/27/2022

     
    Complaint: 18142062

    I am rejecting this response because:

    I had a store credit from a return in the amount of $23.14. I used the store credit to place an order that totaled $30 before tax and when I received my order part of the order was missing. The missing item was $10. If the two items I received totaled $20 that would leave $3.14 that went towards the item I didnt receive which meant I had to add $6.86 to cover the cost. $2.68 doesnt add up to what I shouldve received for the refund of the missing item not including tax.

    Sincerely,

    ***************************

    Business Response

    Date: 01/03/2023

    We understand that our support team has assisted and welcome additional assistance as needed via ********************************

    Customer Answer

    Date: 01/04/2023

     
    Complaint: 18142062

    I am rejecting this response because:

    The issue has not been resolved. I do not wish to continue to go back and forth with this company. I will no longer give this company my business.

    Sincerely,

    ***************************

  • Initial Complaint

    Date:09/27/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order with Matte Collection in November of 2021, at present it is September of 2022. I hadn't noticed that the order never left the warehouse until recent while combing through my email. I reached out to cancel and refund my order and was told that because it had been more than a year it was outside the resolution period. I clarified that it hadn't been more than a year and they responded with "The order is beyond the resolution period." Their website has no mention of a resolution period, only a period for returns that states that a package must be returned within 14 days of shipment. My order cannot be classified as a return since the order was placed and no further action was taken, a shipping label was never even created. Regarding the cancellation of orders, their policy states, "Send an email to customer service at ******************************** as long as the order has not been fulfilled they will be able to cancel your order. After the order has been fulfilled we are no longer able to cancel your order." Noting again that my order was never fulfilled. I would like to be fully refunded for the order amount. All of the information listed from their website is recorded as of Tuesday, September 27th 2022 at 11:10AM. I have uploaded documentation to prove this should it be changed at a later date.

    Business Response

    Date: 10/12/2022

    Our support team has reached out to the customer to better understand the issue. Please contact *********************************

    Customer Answer

    Date: 10/12/2022

     
    Complaint: 18134797

    I am rejecting this response because I previously stated that I do not wish to continue private conversations. I prefer for all conversations to be mediated by BBB software and staff. Again, please follow up with any questions directly on this complaint. Feel free to reach out here for any supplemental information you may need.

    Best,

    ***************************

    Business Response

    Date: 11/27/2022

    We appreciate you making us aware and apologize you thought mediation was necessary. We are happy that we were able to get resolution in the amount of $15 for your full order value. We always appreciate BBB for allowing us to understand customer concerns. Warmest holiday wishes to you and yours!

  • Initial Complaint

    Date:09/26/2022

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order #******* Placed on September 05, 2022. I ordered 2 dresses and only received 1. I have tried to contact the company several times. Still no resolution to this problem.

    Business Response

    Date: 10/05/2022

    Our support team has responded to the customer with resolution.

  • Initial Complaint

    Date:09/24/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased an order on July 28, 2022. My order was received on August 4, 2022. I put together a request for a return that was approved for FULL PRICE merchandise that did not fit. A return label was sent to me. I followed all instructions. I stated what items were being returned and why via email survey, as well as paperwork that was enclosed in the box. Based on the tracking number, the package was received on September 3 (a Saturday and was signed for). On September 8, I emailed to get to the status of my return and refund. I was told the process takes up to 15 days. I have reached out to this company an additional time and have received no response. It is now September 24. You have had this return in your possession for 3 weeks. Why have I not received my refund, NOT A STORE CREDIT? Why has no one communicated with me regarding the status? You want individuals to support your business, however you feel it is okay to hold customers money hostage? How do you plan to have a repeat customer base? I find it very ironic that there is not an active telephone number for the business.

    Business Response

    Date: 10/11/2022

    Our customer support department would love to understand the issue and have reached out to the customer.

  • Initial Complaint

    Date:09/09/2022

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made an order on 8/3 for a 3 piece bikini and bottoms. I received order on 8/15 for a completely different swimsuit and the bottoms were sent a size bigger than ordered. I emailed them and was told they would reship, and they did next day and again they sent the wrong order. When I reached out again they gave me store credit. I made another order for a different bikini for a medium and they sent an xs. Emailed them again and they again advised would reship. I received the new order and its another xs. At this point, this company is a joke and a straight up scam. I lost out on money and now stuck with swimsuits I cant even wear. Will never order from them again

    Business Response

    Date: 09/15/2022

    Our support team has reached out to the customer about the *********************.

  • Initial Complaint

    Date:09/01/2022

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 8/13/22 I placed an order on the Matte Collection website. The order number is #*******. The order consisted of nine items. On 8/19/22 at 01:56pm central time I received an email from Matte collection stating that a refund had been issued for an item. The item was ***** one piece (chocolate). The amount of the refund was listed as $14.18. I received a shipment from the merchant on 8/19/22. The shipment was one package that had no evidence of being tampered with. I noticed that there were not one but two missing items in the package. One was the item that I was notified about earlier that day. The other missing item was Matte Basix Sculpt Plunge neck jumpsuit (black). The item was $52.50. This item wasnt included in the email about being refunded and I didnt receive a separate shipment containing this item.I never received a refund for this item. I contacted Matte Collection on 8/20/22 at 08:46 am central time, via email. I informed the merchant that I received one package from them and that there was another item missing. I provided the order number and the item number along with the color and size of the missing item. I requested that they send the missing item. On 8/23/22 3:34 pm I received the following response from NG with matte collection:I apologize for the inconvenience. The item is currently unavailable. Would you like to receive store credit or have the item replaced? If you choose to have it replaced, please visit our website and let me know the replacement item of your choice along with the size.I wasnt offered the option to be refunded for an item they did not have in stock at the time that they received my payment. I feel this is unethical. I responded with a list of items that equaled the amount of the missing item. I included item name, size,color. No one ever responded after that. I havent received a replacement nor refund. I received a shipment on 8/23 for an order placed on 8/18, before I was aware of the missing items.

    Business Response

    Date: 09/09/2022

    Hello, 

    Someone from support has reached out to you via email and provided you with resolution. If you have any further questions or concerns you can contact us at ********************************

    Customer Answer

    Date: 09/13/2022

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *************************

  • Initial Complaint

    Date:08/29/2022

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ok, I ordered swimsuits in the amount of $137.92 on 8/3. These swimsuits were ordered for a trip. I placed the order using Afterpay. Afterpay is a service where they pay the balance on the order and I pay afterpay back in 4 installments. They send the amount directly to the vendor. As of 8/18/2022 I hadnt received any swimsuits, or an update and the trip was two days away. I sent a message to cancel the order. They responded via email letting me know they cancelled it and told me to reach out to Afterpay about my refund. They also sent a screen shot showing the order was cancelled but that they did not send the refund of $137.92 to afterpay. I sent this to afterpay and asked for my refund, like the vendor said, and they responded letting me know that the vendor never refunded the money that was sent to them. They confirmed the screen shot the vendor sent showed that a $0.00 amount was sent to afterpay. Afterpay wont refund me because this vendor is a scammer and wont refund them. They know they cancelled the order but dont want to return the money, instead they want me to continue to fight with afterpay when its not afterpays fault its theirs. I just want the money returned to afterpay so I can be refunded. The screen shots attached show all conversations between Me and Matte and afterpay response.

    Business Response

    Date: 08/30/2022

    As always we appreciate the BBB for allowing us to understand our customer complaints. As advised, this order was refunded to Afterpay. Afterpay will need to refund the customer for any charges paid as we have released all funds received for the order. Please contact support at ******************************** for additional assistance.

  • Initial Complaint

    Date:08/24/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on July 20 and received the item July 25. The item did not fit and I requested a return/refund. The request was approved July 28. I returned the item and have a confirmed that it was delivered back to the business on August 8. I inquired about the return and refund and received a response on August *********************************************************** a full refund for the return. I later received a digital gift card from the business after sending two additional emails that went unanswered. I still have not been notified of store credit or refund.

    Business Response

    Date: 08/24/2022

    The gift card you received is the store credit for the return. If you have any further questions you can contact customer service at ********************************

    Customer Answer

    Date: 08/24/2022

    Is there nothing I can do to get my refund back from the business?

  • Initial Complaint

    Date:08/23/2022

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered online using Apple Pay. There is a glitch on their website that automatically changes your shipping address to the billing address from the credit card used.I reached out to them immediately and they told me theres nothing I can do and they cant change the shipping address. This was an expensive order, and it was sent to the wrong address.

    Business Response

    Date: 08/24/2022

    We fulfill order in accordance to how they are placed. Once the order has shipped we are unable to modify the shipping address. You may be able to contact the carrier and have the order forwarded to a different address. If you have any further questions you can reach us at ********************************

Matte Collection is NOT a BBB Accredited Business.

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