Complaints

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.

• Initial Complaint

  Date:11/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Paid 109 dollars for two products and only one came from Matte Collection. I cant get into contact with them so theyve essentially stolen my money.

  Business Response

  Date: 11/22/2023

  The customer was contacted by support for further information and details on the order.

• Initial Complaint

  Date:11/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 live in the *******************. Whenever I order clothing this company keeps on collecting taxes. We are a tax exempt state for clothing. This company refuses to honor that. I have called and they said they have a billing company. This is unacceptable.

  Business Response

  Date: 11/19/2023

  We have contacted the customer and encourage her to respond to ******************************** with additional concerns.

• Initial Complaint

  Date:11/16/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 11/4/23 in the amount of$69.19. Order number- *******. I ordered the matte basix sculpt bodysuit in black size large and matte basix sculpt leggings in black size medium. The website says give 5-7 days processing which I did. Finally on 11/13/23 I received an email stating the item was shipped, however it was not shipped the label was just created. **** is not in possession of the item so it was not shipped. The tracking says shipping label created which means nothing. I paid $10 shipping for priority mail which should take about 1-3 business days. If the item was actually shipped I should have my order by tomorrow which is not possible because again the item is not even in **** possession. I have emailed the business several times and got one response that only reiterated the processing time. Where is my order? I ordered these items in advance to have it by a certain date and now I will not have them but you charged my card so where is it??

  Business Response

  Date: 11/22/2023

  Tracking Number:
  9405511206216558919658
  Copy Add to Informed Delivery
  Expected Delivery by
  FRIDAY24 November2023by
  9:00pm
  Your item arrived at our BROOKLYN ** DISTRIBUTION CENTER destination facility on November 22, 2023 at 6:04 pm. The item is currently in transit to the destination.
  
  Carrier delays can extend delivery times. The customer paid for stand delivery for $10 Shipping
  Standard Shipping 4-7 Business Days 
  $10.00. This does not include the processing times or any carrier delays.

  We look forward to the arrival of the order!

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 order has not been fulfilled. I placed two orders and only one was fulfilled, the other one has been sitting waiting for a label since the day I ordered it on 10/10/23. I've emailed back and forth multiple times and this has still NOT been delivered or fulfilled. My account was charged for both orders without a refund. I received an email yesterday telling me that one of the items is now sold out and to pick a replacement? This order was placed almost a month ago now and this is terrible business practice.

  Business Response

  Date: 11/16/2023

  This customer received resolution through customer support. You are welcome to respond to ******************************** for additional support.

• Initial Complaint

  Date:11/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  DONT BUY ANYTHING FROM THEM. They must be going bankrupt!!! I only received 2 out of 8 items purchased . I only received two items. The orange two piece and the basil knit dress was in the package that delivered. Nothing else was there. Please advise on where the remaining items are. I have left messages for a week, no response, no refund options, no return of money, no product. SCAM SCAM SHAME ON YOU!Please refund my monies.Order #*******

  Business Response

  Date: 11/06/2023

  Our customer support team has reached out to gain clarity on the complaint. If the customer can provide order details to ******************************** that will be of great assistance.

• Initial Complaint

  Date:10/25/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 always been a fan of their instagram page. I had a birthday trip coming up, and planned ahead (3 weeks) to purchase the items I wanted to take with me. I ordered over $100 worth of merchandise. The website says shipping takes between 4-7 business days. I had plenty of time; or so I thought!!!!!!!I got TWO separate emails saying that my items have "shipped" and can be "tracked" via the link. Both emails listed the complete order (so, not two shipments with different items) with two SEPARATE tracking numbers AND shipped dates, within days of each other. Every time I check with ***** their website says the item hasn't been picked up yet.I have emailed customer service, DM'ed the company on Instagram, commented on posts and NOTHING. Not a response. There's no phone number, so I can't even call to ask! My vacation is in a few days, and I still do not know the status of the items I PAID FOR. As far as I know, they're in ********, ** waiting to be picked up by ***** Based on what I've read, I most likely will NOT get my items, or get an incomplete order... a month from now.I choose wisely where I spend my money, and I tend to support woman and black-owned businesses. Consumers WANT to GIVE you their hard earned money, CHEER AND SUPPORT you. Whoever runs this business; your pics, models and items are cute; but, it's not sustainable to run a business this way. You will loose people who actually want to support you LONG TERM, not just "For the Gram." The gworls want ACCOUNTABILITY!!!!!!

  Business Response

  Date: 11/02/2023

  Consistently in appreciation of the opportunity BBB affords companies to allow another line of correspondence with consumers. We had the ability to research this order and determined it was delivered:

  Tracking Number:
  9400111206216870750974
  Copy Add to Informed Delivery
  Latest Update
  Your item was delivered in or at the mailbox at 4:53 pm on October 28, 2023 in ****************, ** 33712.
  
  Get More Out of **** Tracking:
  **** Tracking Plus
  Delivered
  Delivered, In/At Mailbox
  ****************, ** 33712 
  October 28, 2023, 4:53 pm

  The customer can contact ******************************** for additional support as needed.

• Initial Complaint

  Date:10/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 10/09/2023 I placed an order for three (3) swimsuits purchased at full price totaling $74. I followed the size chart provided on the companys website to make sure I got an appropriate size. I received my items on 10/13/2023. Upon opening the package I immediately noticed how small the swimsuits were and completely not contradicted what the size chart alleged. I did not try on the 2 of swimsuits because I knew I would not be able to wear them because they were way too small. I immediately emailed the company the same day, on 10/13/2023, and I inquired about instructions for returning 2 of the items for a full refund. Specifically, I asked them to provide me the correct address to return the items to and a packing slip to place inside of the package so my return could be correctly identified and processed. I received no response. I then sent another follow up email on 10/18/2023. On 10/19/2023, I received an inadequate response from the company that did not answer any of my questions regarding the return. In my reply email I again asked for the return mailing address and a packing slip. Yet, to date, my request have gone unanswered. I want to simply return the 2 items that do not fit and get a refund for them, but this company is not fulfilling its own return policy.

  Business Response

  Date: 10/20/2023

  We thank the BBB for allowing us to understand the issues experienced by our customers. Our support team has researched the issue and responded to the customer with return instructions. Please reach out within this thread or via support ******************************** for additional assistance.

• Initial Complaint

  Date:09/14/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 4 items from Matte Collection, a sale of purchase 2 items get 2 free. They only sent 2 items on August 28,2023 , so I contacted them, they apologized and offered store credit. Which I refused on September 1, 2023 and asked for a full refund for the 2 missing items. I also emailed them on September 3, 2023 demanding a refund because I gave them enough time to respond. Matte collection has yet to respond and today is September 14, 2023. Im seeking my refund of ***** given to me as I paid NOT A STORE CREDIT, and I will not be shopping with them again. Thank you

  Business Response

  Date: 10/18/2023

  The customer has received resolution through customer support. We welcome additional feedback via ********************************  

• Initial Complaint

  Date:09/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 2 items from this company and I only received one item. I have sent several emails in regards to a refund. They took about 2 weeks to respond and when they responded at that time I was told the item was no longer in stock, so they sent just one item, but I paid for two. This company knew the item was no longer in stock when I initially made the order, they never reached out to tell me that, therefore I could've ordered something else. This company allowed me to purchase this item anyway. I needed the item for my vacation, clearly that has passed. They offered me a store credit, however I declined the credit I want a refund, because they were dishonest. After I declined the credit I have heard nothing back from them. This is a shady and dishonest company.

  Business Response

  Date: 09/12/2023

  The customer was issued resolution through customer support and can contact ******************************** for additional support.

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 received an incomplete order. The enclosed packing slip shows the item was added in the order but it was not. I have emailed three times with no response. It has been over 48 hours since the first email was sent. I need my additional item this weekend and it doesnt look like thats happening since theres no response. Very poor customer service.

  Business Response

  Date: 11/26/2023

  We show this issue was resolved via customer support and encourage the customer to contact ******************************** with additional details as needed.