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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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/29/2023

    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.
    My order ( ******* ) was never fulfilled and after numerous emails asking for a status and refund I am not getting a response but theyve taken my money.

    Business Response

    Date: 11/27/2023

    Our support team has contacted the customer to further understand and resolve the complaint.

  • Initial Complaint

    Date:08/28/2023

    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.
    Placed an order through a third party company Sezzle. I never received a order confirmation from Matte Collection so I had no way of tracing order for 3 weeks. I kept reaching out via email to Sezzle and Matte Collection until I finally received the package almost a month later. When I received order I no longer needed it. It also had items missing from the order. I returned to sender and it's been another 3 weeks. They keep taking money out of my account. So far they've taken $60.82 and I want that back. They have done so twice and I have no product. I have asked several times for my money and I've let them know I will file a complaint and they still haven't returned my money and they keep going in my account which they are going to try again this week. Until they get $115.79. They are trying to make me pay for items I don't have and this is stealing!! I want my money back. Please help

    Business Response

    Date: 11/27/2023

    Our support team has contacted the customer to further understand and resolve the complaint.

  • Initial Complaint

    Date:08/26/2023

    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.
    I ordered 2 swimsuits. I only received one. Emailed as required, one week later, no response. Emailed again, no response. I will be disputing this charge on my credit card for the second swimsuit. The customer service is trash. This company is horrible.

    Business Response

    Date: 09/10/2023

    This customer received resolution through customer received resolution through customer support effective 9/1/23. Please contact ******************************** should you need further assistance.

  • Initial Complaint

    Date:08/25/2023

    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.
    On 7/28/23 I placed an ordered on matte collection. It has been a month and I havent received my order. I have reached out to customer service several times and still havent gotten any response

    Business Response

    Date: 11/27/2023

    Our support team has contacted the customer to further understand and resolve the complaint.

  • Initial Complaint

    Date:08/25/2023

    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.
    I ordered items July 21st, over one month later and my shipment still says label created, awaiting items. I have emailed 3 times, sent a DM via Instagram, and submitted a chat via their website to see why my order is still pending and no one has responded. This is unprofessional and unacceptable.

    Business Response

    Date: 11/27/2023

    Our support team contacted the customer to further understand and resolve the complaint.

  • Initial Complaint

    Date:08/21/2023

    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.
    I purchased a dress from this company on August 3rd. The company website advises orders are shipped within 1-3 Business days. On August 10th, I messaged the company through their business page on Instagram. I was told by a representative the following morning (8/11) the my package would be reshipped with express shipping that day and i would receive a new email with updated tracking information. The day passed and I did not receive an email as the representative suggested. On August 13th, I followed up again via instagram as I had not received a status update or an email with new shipment information. I followed up again on August 14th in the morning and again in the evening. The instagram messages were being shown as read but I was not receiving a response. I then emailed the company. I provided screenshots of the messages and also pictures of what the tracking information was showing. To no avail as I did not receive a response. I followed up again a few more times up until August 18th. No response. I then went on the website to try and chat with a representative. Still do not get a response. It is now 8/21 and i have not received a status update nor have I received a response. I leave the country tomorrow and will not be around. I just want a full refund. When I went on the company instagram page, through comments I saw on many of their pictures, I see I am not the only one experiencing these issues. It seems they do this a lot to their customers. Take their money and then never send the orders. Essentially they are stealing from people and should be held accountable.

    Business Response

    Date: 11/27/2023

    Our support team contacted the customer to further understand and resolve the complaint.

  • Initial Complaint

    Date:08/21/2023

    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.
    I placed an order on their website July 22, 2023, with expedited shipping (2-day). This allowed me to review the the process of my shipment; however, the sender did not ship my package even though a label was created. I received an email from the business stating my order had been shipped on the 28th of July and should receive it any day. In hopes of wearing the items for my vacation which was on August 2, 2023 I reached out to the company again via email, and not reply. I Figured it was a lost cause and figured it would be waiting for me once I return home from my vacation. I was wrong. It took another email and a dispute between the payment source to receive the package. Even though I explained to the representative that I just wanted to cancel my order and receive a full refund. Since receiving my package I have reached out via email again to resolve the issue further, still no response.

    Business Response

    Date: 11/27/2023

    Our support team has contacted the customer to further understand and resolve the complaint.

  • Initial Complaint

    Date:08/17/2023

    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.
    On 7/21/23 I ordered 7 items from this business totaling $119.91 an email confirmation that the order was received. Tracking confirmation was provided. I never received my order. Sent multiple emails to the business requesting a full refund. The tracking was saying it was still in ********, **. The response was for me to give it more days even though I went on vacation and have come back already. I havent been able to get a response from them since. I just want a full refund. I will never do business with them again. Not only did I not receive it, the customer service is terrible. They couldnt even reach out to me. **********************************************************************************

    Business Response

    Date: 11/27/2023

    Our support team has contacted the customer to further understand and resolve the complaint.

  • Initial Complaint

    Date:08/17/2023

    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.
    THIS COMPANY IS A SCAMMER SHOP. Please do not shop here. Should have read BBB reviews prior to placing order. Order was placed 7/21 received shipping lable created email almost a week later. No movement or tracking on Aug 7. My vacation was planned for Aug 14 so I sent email inquiring on status. Got a response saying to allow 4 more days. Sent additional emails 8/12 regarding my tracking number having no movement just label created. No response until 8/14 the day Im set to leave for vacation. Had to go out and purchase more swimwear due to this. 8/14 received email asking about refund or reship. Today is 8/17 still no resolve no items or refund. I am a first time customer and have never had to do this!

    Business Response

    Date: 11/27/2023

    Our support team has contacted the customer to further understand and resolve the complaint.

    Customer Answer

    Date: 11/28/2023

     
    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:08/16/2023

    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.
    Date of transaction was 7/30. Didnt receive a shipping update until 8/4. **** states that shipping label was created but order was never received to them. Contacted Matte on 8/3 and dodnt hear back until 8/7 stating that there may be a delay in scanning?? But to message them again in 4 business days if items are not received. Still have not received anything, I contacted them again on 8/12 and havent gotten a response. At this point i just want my money back.

    Business Response

    Date: 11/27/2023

    Our support team has contacted the customer to further understand and resolve the complaint.

    Customer Answer

    Date: 11/28/2023

     
    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,

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

Matte Collection is NOT a BBB Accredited Business.

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