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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:08/13/2023

    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 three dresses on July 20th. I paid ***** for priority shipping which stated for customers to allow 1 to 4 days for processing and then 2 to 3 for delivery. When the order finally "shipped" on July 26th, it was stuck at "shipping label created, **** has not received the package" for much longer than it should have been. I emailed customer service several times before they ever responded. They said it would take 24 to 48 hours to respond and it took much longer. I never received my items before my vacation (which is what they were ordered for.) I left for vacay August 6th. The period between when I ordered and when I left was ample time for them to send my items especially with priority shipping. Whilst on vacation, my order finally shows up August 9th. I get back to check my order, and I'm missing a dress, and 1 piece (the cover up skirt) of my 3 piece bathing suit. Also, my bathing suit is a size Medium when I ordered a small. Needless to say I will NEVER order from here again.

    Business Response

    Date: 11/27/2023

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

  • Initial Complaint

    Date:08/13/2023

    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 July 29, 2023 for Matte Resort ****** Knit Dress- Aqua for $32.96 order #*******. I emailed them multiple times asking where my order is and haven't had a response. I never even received a tracking number. I am requesting my order be expedited or a full refund.

    Business Response

    Date: 11/27/2023

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

  • Initial Complaint

    Date:08/12/2023

    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.
    Ive been contacting matte collection business establishments for a full week no response. I need my problem to be resolved. This business gave false advertisement of shipping does plus the processing days its been past due on shipping days and, delivery days i dont want my refund i just want my items please help me.

    Business Response

    Date: 11/27/2023

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

  • Initial Complaint

    Date:08/11/2023

    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 Aug 2nd today is Aug 11th. No tracking number no communication. Only an automated message stating processing time is 1-4 business days.. its been past. Bad for business as this is an issue because i see others complaining about the same thing.

    Business Response

    Date: 11/27/2023

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

  • Initial Complaint

    Date:08/10/2023

    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.
    Order #******* placed on July 21, 2023. Email confirmation received for the order. On July 28, 2023 email received that order has shipped. Checked tracking number ********************** which shows label was created, packaged not yet received by ***** Initial email requesting updated information on order sent on August 4, 2023. Email confirmation received that email was received by Matte Collection and will be answered within ***** hrs. No reply received. Follow-up sent requesting information on order. No reply received. Third email sent on August 10, ************************************* refund.

    Business Response

    Date: 11/27/2023

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

  • Initial Complaint

    Date:08/09/2023

    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 have not received my order and I have emailed them 3 times with 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:08/09/2023

    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.
    Date of transaction: July 28, 2023 I ordered two items, and only received one. The customer service does not return responses via email after I've emailed at least 10x.I paid $84.94 I bought two items for birthday trip and they failed to delivered the more expensive item. They have not tried to resolve this at all. They responded one time, to one email, asking for a picture and information on the missing item but I have not hear back since. I sent the image back quickly and still nothing.Now that this has happened to me, I've read many reviews about VERY similar stories of the company doing the same thing.Tracking: ********************** Order #*******

    Business Response

    Date: 11/27/2023

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

  • Initial Complaint

    Date:08/05/2023

    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.
    Still awaiting for paid items purchased over two weeks ago with no responses to my emails regarding why paid items never reached the post office nor myself for delivery. Business phone number is disconnected with no live person to communicate with. Waited past the 48hr period for email response and received no replies from company regarding order.

    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:08/05/2023

    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.
    MATTE COLLECTION refuses respond to my emails regarding my order. I have been waiting over two weeks for my purchase which they'd processed payment for, however have not produced a product. The telephone on file is disconnected with no direct person to contact regarding my paid purchase.

    Business Response

    Date: 11/27/2023

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

  • Initial Complaint

    Date:08/05/2023

    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 July 19, 2023 I placed an order on MatteCollection.com, for two items a black Icarus cover up kimono and a black Ajax one piece swimsuit. The order total was $38.37. Thereafter, on July 25, 2023, I received an email from them stating that the order was shipped. Upon receiving this email, I started tracking the shipment, and noticed that the shipment is still stating that hasnt been shipped or received by ***** I immediately contacted Matte Collection via email, on July 29,2023, to find out where my shipment was. Unfortunately, I have not received a response from them.

    Business Response

    Date: 11/27/2023

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

Matte Collection is NOT a BBB Accredited Business.

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