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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:08/17/2022

    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.
    This is easily the WORST customer service I have ever had. Do not order from this brand. Besides their very obvious body exclusivity their customer service team SUCKS!!!!!! I ordered FOUR bathing suits for ***** and only ended up keeping ONE. After then telling me I could only receive a store credit (which is such bullshit) I had to harass them to issue the credit & once the credit was issue I noticed they in fact did NOT REIMBURSE ME FOR THE *** PER ITEM.My order was $126.12 and I was reimbursed $83.20 meaning I basically paid $42.92 to keep ONE swimsuit out of the FOUR I ordered. The shipping was outrageous $10.50 but I understand that cant be refunded. The tax was $10.02 - that was the total between FOUR items. Yet I was not reimbursed for the portion that was returned. I was a first and LAST time customer. I hate this company. I hate this brand. Their people and response times ****. They lack understanding and their policies are stupid. The store credit refund due to your usage of a discount is stupid and I feel like this brand only cares about revenue instead of customer satisfaction. This is honestly the worst customer service I have ever received, I have really had it with this brand. I will never be shopping here again.

    Business Response

    Date: 09/15/2022

    Our support team has reached out to the customer for greater understanding of the situation.

  • Initial Complaint

    Date:08/15/2022

    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 originally ordered from this company about a month ago. My items were mailed to an incorrect address and once I asked for the address to be updated, I was told a third party would need to change it for me - this was not true and it never got changed. I personally waited at the address since matte collection couldnt be bothered to assist me or reply with anything useful - in fact, they told me they would update my address AFTER it had been delivered . I finally get the package and it has completely incorrect items. I reached out to get a replacement at first but this has taken a months time and Im fed up. Ive sent emails and left reviews and feedback. (None of those reviews are showing on their site by the way - and Ive submitted reviews on 3 separate occasions. They always send me an email after I go on a 1-star spree but its never any helpful or proactive information Today I open my email to see the return label sent to the wrong address again. Id just like a refund at this point but matte collection continues to ignore my emails, only providing the general we got your message reply. This company is fraudulent, they will scam you with no remorse, delete your reviews, and simply suggest youre the problem even if 100 people are saying the same thing about them Dont waste your money here!

    Business Response

    Date: 08/24/2022

    Our customer service team sent you an email that we have not yet received a response to. Please respond the email so someone can help you resolve the issue.

  • Initial Complaint

    Date:07/26/2022

    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.
    Alright, I will do my best to be as thorough with this as possible. I placed and order for a bikini top, high waisted bottom, and sheer cover up top on July 8th. July 14th I received an alert the order had been shipped and it arrived (delivered) to my home on Friday July 22nd. I proceeded to open the package, which is intended for my vacation July 30th, and well my bikini top was missing and i was provided an additional bikini bottom that I had not ordered. I sent an email July 22nd to their customer service email, as well as July 23rd to a customer service agent named KB. I did read theyre only open specific hours and days. An to expect a response no later then ***** hours. I guess my disappointment lays with the lack thereof of correct order fulfillment, and no access to customer service outside of the small window of Mon-Fri 8-5 pm. Orders are being taken, placed, and errors occurring outside of that window. I really just want my order error to be resolved in a timely manner. I will more then likely have to outsource finding a bikini top elsewhere because of a error on the companys behalf. An quite frankly, I wouldve never ordered this item had I known I wouldnt have it in its entirety for my trip :(

    Business Response

    Date: 07/29/2022

    Our customer service team emailed the customer back earlier this week and resolved the issue they had with their order. If they have any further questions they can contact customer service at ********************************

    Customer Answer

    Date: 08/04/2022

     
    Complaint: 17624903

    I am rejecting this response because:

    There has been no resolve.
    Matte swim reached out, and advised they would reship the correct item; and if I was dissatisfied I could simple return everything. Moments later an email stating the item was unavailable and return for the top had been processed, now 2 days ago I receive an email stating the item has been shipped again.

    I want be very clear, the issue has NEVER been wanting a return. The issue is, i didnt receive the correct order in the first place. I was then promised a replacement that would be overnighted, it never came, then i was told they didnt have the item in stock, and days after now Im being advised the top was shipped again. 

    The level of customer service needs to be addressed and handled with this company. If you wish to have long term clients I recommend making sure you handle them with care.

    Ive attached a picture of the shipped items that have never arrived. 

    Sincerely,

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

    Business Response

    Date: 08/11/2022

    The customer service agent reshipped the item that the customer was missing and it states that it was delivered yesterday. If they have any further questions they can contact customer service at **********************************************************

     

     

    https://tools.usps.com/go/TrackConfirmAction.action?tLabels=9400111202508826347463

  • Initial Complaint

    Date:07/18/2022

    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 on 7/8, in the amount of $49.74. On 7/13 I received an email stating that the order had shipped and received tracking information. The tracking states that the order was never dropped off to the shipping facility. I have reached out through multiple channels for a response from this company and have also seen many complaints for the same issues. This business seems to be scamming its customers and there is not a reliable way to contact them or even request a refund.

    Business Response

    Date: 07/29/2022

    The tracking information for the customers order shows that it was delivered on July 20th. If the customer has any further questions they can contact customer service at ********************************************************** 

     

    https://tools.usps.com/go/TrackConfirmAction.action?tLabels=9405511202557458523892

  • Initial Complaint

    Date:07/13/2022

    Type:Customer Service 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.
    I have returned numerous items from various purchases. I requested a refund from matte collection the requests were approved and I was provided a prepaid mailing. I mailed the items back and have not been refunded. I am unable to get in touch with matte they have not been responding to my emails regarding these three separate return and refunds. They do not have a contact number only an email address and no one is responding to the emails. I also have a pending return that they have not approved. They sent me a wrong item and I want to return it I put in a refund request and they have not approved the request so I havent been able to return the item for a refund. I will like for matte to process my refunds. I have three separate order numbers #*******; #*******; #*******. Tracking numbers ********************** ********************** ********************** All of these refund requests were approved and I was provided a prepaid mailing to mail the items back which I did. Items were delivered and I still have not received refunds for any of them. I still have an item that I need to return because they sent me the wrong item and my refund request is still pending approval so I havent been able to return it. They have an automated response set up that says they will answer emails in 1 to 2 business days but have not been answering my emails regarding my three refunds nor have I been refunded yet.

    Business Response

    Date: 07/29/2022

    We thank BBB for allowing us to understand the concern expressed and see that the customer has been in communication with our support team via email and has been issued store credit for some of the returned items. Our support team has been advised and is reaching out to the customer directly.

    Customer Answer

    Date: 08/03/2022

     
    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:07/12/2022

    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.
    My name is *******, order # *******.I placed my order on July 2 paid for expedited shipping and my order is yet to be received. Today is July 12th my event is July 14 and I have no clothes to wear. Im very upset and dissatisfied with the outcome of this whole process. I would like to receive my clothes I paid for and a refund for my shipping cost since I did not receive my order in a timely manner.Unhappy customer

    Business Response

    Date: 07/13/2022

    Many thanks for BBB allowing us to understand the concerns expressed. The customer placed an order and selected priority service, not express. **** details it will be delivered on Friday Tracking Number: 9405511202557493957607
    Expected Delivery by
    FRIDAY15 JULY2022by
    9:00pm
    **** Tracking Plus Available 
    Status
    Departed **** Regional Facility
    July 13, 2022 at 3:32 am
    *******-PEACHTREE ** DISTRIBUTION CENTER 

     

    Customer Answer

    Date: 07/13/2022

     
    Complaint: 17556888

    I am rejecting this response because:
    My event is Friday out of state the package should have been shipped express for my Inconvenience. I will not receive my items in time. It should not have take that long to be shipped out.
    Sincerely,

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

Matte Collection is NOT a BBB Accredited Business.

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