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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:02/03/2024

    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 December 19th, I informed the company that I wanted to return three items that was returnable for order *******. They gave me the instructions and they informed me that I would have to pay to send it back within 14 days from the date it was delivered to me. I returned the items on the same day. The items were delivered to them on Dec. 22nd. I followed up on Jan. 8th for the status of my refund. They asked me on Jan. 8th what items I returned and I replied with a list of the items and the return receipt from the post office. On Jan. 16th, the apologized for the inconvenience of stating the sent the refund request and should take 72 hours to receive the refund. On Jan. 14th I emailed them again stating that I still had not received my refund. On Jan. 16th they stated the return department experienced some delays and I should receive it as soon as possible. I told them that, the customers shouldnt have to suffer and they need to refund me my money ASAP. On 25JAN, they stated they issued me a refund of $193.50 and said I should see it in 3-7 business days. Here we are Feb.3rd and I have not received my refund of $193.50. This company seems very suspicious and this is totally unacceptable how theyve conducted business. They received my items within the time frame given and its a month and a half later and I have not received my money. Now they have their merchandise and my money. This place is a SCAM! I see this same thing is happening to other people.

    Business Response

    Date: 02/05/2024

    We thank the BBB for allowing an additional channel to understand our customer experiences. Our escalation team has reached out to the customer in this instance with additional questions and resolution. 

  • Initial Complaint

    Date:02/02/2024

    Type:Product 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.
    12/29/2023 I placed an order 1/02/24 I received A message that my order was on its way Matte Collection ORDER #******* Your order is on the way 1/14/24 I emailed the company regarding my package and was *********** was sold out would I like a refund or credit. I requested a refund. Companies response 1/19/2024:Thanks for reaching out. I want to sincerely apologize for the inconvenience. I have sent over your request for a refund. Your refund will be issued within 72 hours. You will receive a email confirmation for your refund.2/2/24 I have yet to receive a refund.

    Business Response

    Date: 02/05/2024

    I show this complaint was fully resolved through customer support. Please make us aware should the customer require additional support ********************************

    Customer Answer

    Date: 02/05/2024

     
    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,

    Omni Hastye

  • Initial Complaint

    Date:02/02/2024

    Type:Service or Repair 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.
    Issue with Order number 1226886.On December 19th, I informed the company that I wanted to return three items that was returnable. They gave me the instructions and informed me that I would have to pay to send it back within 14 days from the date it was delivered to me. The items were delivered to them on 22DEC2023. I followed up on 6JAN2024 for the status of my refund. They asked me on 9JAN2024 what items I returned. I sent them the information to include a copy of the order with the items listed . On 11JAN, they apologized for the inconvenience of stating the sent the refund request and should take 72 hours to receive the refund. On 19JAN I emailed them stating that I still have not received my refund. On 20JAN2024 they stated the return department experienced some delays and I should receive it as soon as possible. I told them that, the customers shouldnt have to suffer and they need to refund me my money ASAP. On 25JAN, they stated they issued me a refund of $90.66 and I should see it in 3-7 business days. Here we are 02FEB and I have not received my refund of $90.66. This company seems very suspicious and this is totally unacceptable how theyve conducted business. They received my items within the time frame given and its a month and a half later and I have not received my money. This combany is a SCAM! Please assist me with my issue.

    Business Response

    Date: 02/05/2024

    We thank the BBB for allowing us an additional channel to understand customer frustrations. Our escalation team has reached to this customer with questions and clarification on matters expressed herein and it has been resolved via support. Please contact ******************************** with additional concerns as needed. 

    Customer Answer

    Date: 02/05/2024

     
    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:01/11/2024

    Type:Product 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 ordered clothes on 11/29/2023 and never received the order. I contacted support via email on 12/7/2023 and was told the clothes would be shipped. The tracking never showed an update. I contacted support again on 12/18/2023 and was simply told on 12/21/2023 I would be given a refund, with no explanation. Once I asked, I was told most of what I ordered was out of stock. I still haven't received a refund or my clothes. I sent another email and reached out on Instagram but still haven't gotten an update, refund or the products I ordered. Order #*******

    Business Response

    Date: 01/14/2024

    Our support team has contacted this customer with resolution details. 

    Customer Answer

    Date: 01/14/2024

     
    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.

    The fixed everything. 

    Sincerely,

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

  • Initial Complaint

    Date:12/11/2023

    Type:Service or Repair 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 placed an ordered on November 25th for 3 items and it says 4 to 6 days shipping. I check the tracking which the label was made but hasnt been shipped. *** reached out but, yet to hear from anyone about my package. It is 16 days since I ordered. I wish I wouldve read the BBB reports before I ordered.

    Business Response

    Date: 12/12/2023

    Tracking Number:
    9405511206217825743464

    Your item was delivered in or at the mailbox at 1:27 pm on December 12, 2023 in **********, ** 30078.

    Get More Out of **** Tracking:
    **** Tracking Plus
    Delivered
    Delivered, In/At Mailbox
    **********, ** 30078 
    December 12, 2023, 1:27 pm

    Customer Answer

    Date: 12/12/2023

     
    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:12/07/2023

    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.
    A transaction was made on 11/27/2023 for items at the Matte Collection store that I have yet to receive. Several emails have been sent to this retailer about this matter and I have not received any response.

    Business Response

    Date: 12/09/2023

    Support has responded and we look forward to addressing her order issue as she's sees fit. 

  • Initial Complaint

    Date:11/30/2023

    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.
    My name is ***************************** and I am in receipt of the above captioned order recently placed. I only received 5 of the 6 dresses ordered. Matte Basix Cut it Out Short Sleeve Ultra Midi -Black Large BB-10-***** C1031 is missing. Please advise as soon as possible as to when I should expect the replacement.

    Business Response

    Date: 11/30/2023

    Please contact ******************************** for order support.

  • Initial Complaint

    Date:11/29/2023

    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.
    I purchased an item that did not fit. Per their company policy, you must send an email to request a refund and instructions on how to return. *** reached out several times with no reply on how to return the item. However, the policy states I have 14 days to return. They are purposely waiting to respond with further directions on the return process just to say the time frame to return has passed. This is poor customer service!

    Business Response

    Date: 11/29/2023

    We have no record of an order attached to the name, email or phone number of the complainant. Please provide an order number, email used to place the order or contact ******************************** for support.

    Customer Answer

    Date: 11/30/2023

    Please see attachment image with the order info. as well as the initial return request.

    Business Response

    Date: 12/05/2023

    The customer emailed on 11/15 and received a response with return details on 11/16. The return window for the item has expired.

  • Initial Complaint

    Date:11/28/2023

    Type:Sales and Advertising 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 November 18, 2023, I placed an order with this company. My order consisted of 6 items - 1 body suit, 1 pair of leggings, and 4 dresses. A week later I emailed the company to inquire about the status as I had not, and still have not received any tracking information. On November 27, 2023, I received an email response indicating that my order was not yet processed, and nothing further. I immediately replied requesting an estimated time of when my items will be processed and shipped out, but I have yet to receive a response. If they do not have the items, they need to refund my money immediately as I will need to shop for new items elsewhere. Extremely unprofessional.

    Business Response

    Date: 11/29/2023

    Our support team has responded to the customer's request for updates. The tracking information is as follows:

    MATTE Collection
    Fulfilled

    USPS
    9405511206217825426527

    Customer Answer

    Date: 11/30/2023

     
    Complaint: 20930171

    I am rejecting this response because:a tracking number does not equal fulfillment. Additionally, the email i received from their escalation team is essentially telling me it will take another 10 days to receive my items, and I will be out of the country by then. 

    Sincerely,

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

    Business Response

    Date: 12/05/2023

    We thank you and respect your position on the matter.

    Customer Answer

    Date: 12/05/2023

     
    Complaint: 20930171

    I am rejecting this response because:

    As of 6:15am (PT), the tracking number provided by Matte Collection shows that my order is still in pre-shipment, and **** has not yet received my items to even deliver. To that end, I want a full refund and they can cancel my order. 

    Sincerely,

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

    Business Response

    Date: 12/09/2023

    We appreciate the update and have resolved the customer's complaint accordingly.

    Customer Answer

    Date: 12/09/2023

     
    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.

    Though It was not my ideal solution, I have received a refund  as my items were never received  


    Sincerely,

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

  • Initial Complaint

    Date:11/25/2023

    Type:Customer Service 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.
    Placed order for items on 10/16, 10/20, and 10/23. When the 10/16 order arrived on 10/24 all the items ordered were not included. It took weeks for the company to respond to me via email in regards to a refund for the missing items. I have since sent back items from 10/16 order (mind you one of the items was incorrect color), one item from the 10/20 order, and both items from the 10/23 order. This company has not responded to any emails or acknowledged my return. The company has not responded to me since 11/3/2023. In the 11/3 email they advised the items were not sent because they were possibly out of stock but most merchants adjust the amount paid if the items aren't sent! I did FINALLY receive a refund on 11/4 for the missing items never received. I sent an email to the company providing details of the items being returned and **** tracking number. The tracking shows the company received my items on 11/16/23. I have still not heard anything back from them. I have sent several emails!!! This has been a horrible experience dealing with a merchant that does not communicate!! I will never use this merchant again!

    Business Response

    Date: 11/26/2023

    Our support department has reached out to the customer to research and resolve any concerns. 

    Customer Answer

    Date: 11/26/2023

     
    Complaint: 20914746

    I am rejecting this response because: 
    I don't want a store credit! Why is there a store credit being issued!!? What does using a different email have to do with me getting a full refund for my items! The other email used was *****************. 
    All invoices for each order and each item were provided! And the knit dress was on the same order as the Christos Bikini and the Micah *** piece. Please advise  the reason for a the store credit! I WILL NEVER SHOP WITH YOUR BUSINESS AGAIN! Very poor customer service and not responsive! I will definitely further my complaint with the BBB as much as I can to make sure you don't do this to another consumer! KEEP YOUR STORE CREDIT! I DONT WANT IT! I WOULD LIKE A FULL REFUND! 
    Sincerely,

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

    Business Response

    Date: 11/27/2023

    We have reached out to clarify the partial store credit for the return was issued as a discount code was applied to the respective order. All remedies available were made in this case and we have no further resolution to offer at this time. The customer can continue to correspond with ******************************** should additional assistance require our attention. 

    Customer Answer

    Date: 11/27/2023

     
    Complaint: 20914746

    I am rejecting this response because: 
    This reply is unacceptable! It wasn't a coupon used. It was from points accrued from my loyalty account with your business. The website states a discount code not a discount from points ! And the Knit Dress wasn't marked as clearance or a final sale!!! BUT KEEP YOUR STORE CREDIT!! I WILL NEVER SHOP AT YOUR STORE AGAIN!! I will be reaching out to my attorney because this is horrible business practice!!! And there are SEVERAL COMPLAINTS on the BBB website against this company!! I will also be sure to give feedback on all your companies social media platforms until I GET A FULL REFUND! You people need to work on your customer service! 




    Sincerely,

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

Matte Collection is NOT a BBB Accredited Business.

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