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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:07/23/2024

    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.
    Their website does not provide information on how to return items. It only gives information on whether they accept returns or not. They give you 14 days to return items but I have not been able to send my items back without a return address. I have reached out to them via email and Instagram messaging and received no response. There are no links online to submit a return regardless of their stated return policy.

    Business Response

    Date: 07/25/2024

    The customer received a response via support and is able to return the purchased items for store credit per the instructions provided via email. 

  • Initial Complaint

    Date:07/06/2024

    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 ordered from matte collection the order went through and I got an email stating the order has been placed. Another email was immediately sent out and stating the order was cancelled and that the money has been refunded. My question is how long does the refund take to hit my account? This happened on Thursday..is it that its business hours meaning only Mon-Fri?

    Business Response

    Date: 07/07/2024

    This order was canceled and refunded as the customer detailed based on a a high risk factor. The refund was issued the same day the order was placed and it may take 2-4 business days depending on the customer's bank. She is welcome to contact ******************************** or her bank with additional questions on when the funds will return. We thank you for making us aware of the inquiry.

  • Initial Complaint

    Date:04/08/2024

    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 placed an order with Matte Collection on March 31st containing 6 items purchased totaling $188.96. My order was marked as delivered in/at mailbox on April 4, 2024 at 12:12 pm according to the **** tracking number provided to me by Matte Collection. I reached out same day via email (the only way you are able to communicate with them) to inform them that my package was either missing or incorrectly delivered. I received an automated email stating " Thank you! We have received your support request and we are working on it. We will get back to you within ***** business hours (Monday - Friday 9:00am-5:00pm EST). It has been longer than 48 business hours with no response. I have also attempted to make contact with someone via their Instagram page and I have not gotten a response either. **************** definitely needs improvement and from the previous reviews I can tell this is within the character of the company to not response within a timely manner.

    Business Response

    Date: 04/09/2024

    As the customer has detailed, the order indicates it has been delivered: Delivered
    Delivered, In/At Mailbox
    **********, ** 33414 
    April 4, 2024, 12:12 pm

    Support has responded to the complaintant.

  • Initial Complaint

    Date:03/22/2024

    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 purchased to items from this company and returned both of them within the 14 day return policy. I never was issued a refund. I have emailed their customer support team multiple times about my refund and they have refused to respond. Please assist! The order numbers are: #******* and #*******

    Business Response

    Date: 03/25/2024

    Greetings, we look forward to assisting in the resolution of the matter. Can the customer provide proof of return for both order numbers in the form of tracking information and reciept detailing weight? I was unable to view those details but welcome them to be provided here or at ********************************. 

    We look forward to further assisting.

    Customer Answer

    Date: 03/25/2024

    These are the order numbers: 
    1230651
    1232054


    One of the tracking numbers is: ***** 9505510700444030159787

    I do not have the other tracking number because I lost the receipt, however it was also through *****  They should be able to find my returns by the order numbers, my name and email address.  

    Business Response

    Date: 04/05/2024

    I show that this customer received resolution on ******* via customer support. 

  • Initial Complaint

    Date:03/07/2024

    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 purchased two dresses from this company and only received one of them. My receipt says both dresses were supposed to be in the same package but the steel colored midi dress I ordered was not in the package. I have emailed the company multiple times since Saturday March 2nd and also sent a pic of the package I received with only one dress inside. I emailed them asking to either have the dress shipped out or receive a refund but they are not responding. My order is incomplete and it looks like I now have to file a dispute with my card company.

    Business Response

    Date: 03/08/2024

    We thank the BBB for allowing us the opportunity to understand customer concerns. I show that the customer received resolution through our support department and welcome additional questions at ********************************.

     

     

  • Initial Complaint

    Date:03/06/2024

    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 $144 worth of clothing from them and Im missing 3 items. On their site it says they will get back to me with 24 to 48 hours. I sent an email on Sunday with a picture of my receipt with the missing items circled and no one has gotten back to me. Im do to travel in a week or so and I really need my items.

    Business Response

    Date: 03/14/2024

    I see that our support department has made contact with the customer and an order #******* has been placed. Please email ******************************** for additional support or respond to this message if this matter has not be fully resolved. 

    We thank you for shopping with us and look forward to you getting your items in advance of your trip.

  • Initial Complaint

    Date:03/04/2024

    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 currently have two issues with Matte Collection. The 1st issue being this company continually charging me sales tax everytime I place an order on their site. I live in the ******************* where there is NO sales tax on clothing as you'll see in the attached screenshot. I've made Matte aware of this several times but no changes have been made to their online checkout system. Every big name online retailer I also shop with, i.e, ICon Swimwear(also based out of Georgia), Fashion Nova, Shop *****, to name a few)has their system set up to know this and I'm never charged sales tax. This particular issue, hasn't always been an issue per se in the past because when I've made Matte Collection aware of the error a representative of Matte would correct the mistake by granting me a refund either in store credit or back to my original form of payment depending on what I requested at the time. In this case, I requested a refund back to the original form of payment for my past 3 orders. As of this complaint, I have 3 orders to which I requested a refund of the sales tax but have received no response from Matte Collection. I first sent an email on 2/5, 2nd on 2/15, & the 3rd on 2/29/24 but have received NO response. The orders are as follows:Order#******* ($18.27), order# ******* ($14.26) and Order #******* ($4.08).My 2nd issue concerns order# *******. Where I ordered 13 items but only received 12. I informed Matte I was missing the Matte Basix Sculpt Turtle Neck Bodysuit Chocolate-xs($15.25)and to please just ship out the bodysuit. That was on 2/29/24. I still haven't heard back and their email response time is supposed to be 24-48hrs.So I'm requesting the $36.61 owed in sales tax plus the bodysuit I'm missing or $51.86, the total for the sales tax plus what I paid for the bodysuit

    Business Response

    Date: 03/12/2024

    As always, we appreciate the BBB for allowing an additional line of communication for our customers. I would like to thank the customer for over 40 purchases with **********************! As a shopper with us since 2021 many things have changed. Some states may allow for tax relief in some cases. Taxes are collected in states where there is a requirement to pay taxes for goods sold within the respective state. 

    We appreciate the customer for playing a huge part in our growth and our support team will reach out for additional resolution and thanks as appropriate. 

  • Initial Complaint

    Date:02/28/2024

    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.
    Date of Transaction: 1.13.2024 Amount of Money I paid: $195.00 The business committed to sending me: (1) Matte Basix Sculpt Leggings - Sienna, (1) Matte Basix Sculpt Turtle Neck Bodysuit - Sienna, (1) Matte Basix Sculpt Turtle Neck Jumpsuit - Black, Matte Basix Off The Shoulder Ulta Midi - Cream Nature of Dispute: I didn't receive 2 items purchased, they messed up on two items sent and haven't refunded me for what they didn't send. They also said, they would send me $25 discount for the inconvenience and I haven't seen that either. I am requesting $102.50 back since I didn't receive the Black Jumpsuit, Cream Dress. I reached out to the company and per the attached communication, I haven't heard back from them and I still do not have my clothes or refund.Order #*******/Tracking Number: **********************

    Business Response

    Date: 03/03/2024

    The customer advised ****** jumpsuit & Sienna leggings were received in place of the missing items and she is satisfied with the material and will keep them. The credit was issued in a separate email and will be resent. 

  • Initial Complaint

    Date:02/23/2024

    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.
    Date of transactions-Order number ******* $106.00 placed on 1/13/24 **** #********************** Order number ******* $66.50 placed on 1/24/24 **** #********************** Total- $172.50 According to MATTE Collection's website, their processing time for shipments is 3-5 business days with 1-2 processing days. As of today, 2/23/24, I have not received my order and I have been charged. When I call **** with the tracking numbers, they state that a label has been created for each order, however, they have not received the packages from the merchant. I emailed the company with three attempts and with no response. The company has not tried at all to resolve the problem.

    Business Response

    Date: 03/04/2024

    The customer was contacted by a member of support to further understand and fully resolve the matter.

  • Initial Complaint

    Date:02/05/2024

    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.
    On January 24,2024, I ordered a black matte basix sculpt turtle neck jumpsuit for $70.32 on MatteCollection.com. At check out I chose express shipping, which usually takes 1-2 business days. A day after I was sent a shipping confirmation email. On January 30,2024, six days after receiving the shipping confirmation email, I noticed that the package was still in pre-shipment. Thereafter, I decided to email Matte Collection to inquire about my order. I received a response on January 31,2024, stating that the item is out of stock and that I will receive a refund within 72 hours. It is now February 5,2024, and I still have not received a refund. Please have Matte Collection refund me $70.32 for my purchase.

    Business Response

    Date: 03/09/2024

    The customer was contacted by support for more information and resolution. We welcome additional concerns to *********************************

Matte Collection is NOT a BBB Accredited Business.

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