We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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:08/03/2023

    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 two swimsuits from Matte Collection on July 20 for $40.30. Per their shipping policy, processing takes 1-4 business days and another 3-5 days for shipping. My package has not been dropped off to **** and has been sitting somewhere since July 26, per the details on the **** website. It is in limbo and says **** is awaiting the package, and only a shipping label has been created. I have emailed Matte Collection (5 times) inquiring about when I should expect my package to be dropped off at **** for shipping; however, they haven't responded to my inquiries since July 26. It has been radio silence, and I have no other way to contact the business besides emailing them. The tracking number for this package is **********************.

    Business Response

    Date: 11/27/2023

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

  • Initial Complaint

    Date:08/03/2023

    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 have ordered once from them before and never got my package. I had to contact them multiple times a day to get a refund. I tried them again a year later and now here I am again in the same situation. I received notification that they shipped my order however only the label has been created and **** doesnt have the package because it has still been at the warehouse. Their shipping time is very misleading on their website site and is honestly grounds for a lawsuit. All I want is my money back. I dont want the clothes anymore. This business is SUPER unorganized and they need to get their stuff together.

    Business Response

    Date: 11/27/2023

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

  • Initial Complaint

    Date:08/03/2023

    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 put my order since 06/19/23 and the only thing I received from the company was a tracking order and I was checking my order the merchandise have not been shipped 15 days in the same spot.I send a email and then try to call but not number to reach them.Very disappointed all this thing I ordered was for my trip to ******. Date I ordered was July 19 at 3:28:23pm The amount $73.73 dls and the tracking number is: ********************** Thank you

    Business Response

    Date: 11/27/2023

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

  • Initial Complaint

    Date:08/01/2023

    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.
    I purchased two dresses from this website on 7/21 and paid for expedited shipping. I have yet to receive my items I purchased for vacation and the company is not responsive. They are ignoring my emails after I have requested a refund due to the false advertising on shipment. My order has not shipped yet either. It is still at **** waiting for a label. Once again this company has not responded to any of my many emails to them. I need my money back.

    Business Response

    Date: 11/27/2023

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

  • Initial Complaint

    Date:07/06/2023

    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 on June 28th , order was fulfilled on the 29th I reached out on July 3 through email automated response was told they have 24/48hrs to respond

    Business Response

    Date: 11/27/2023

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

  • Initial Complaint

    Date:06/04/2023

    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.
    The company has failed to respond to any email requesting a refund for order ******* since May 24th. There is no other avenue to communicate with them other than email. I want my money back and to be done with these folks.

    Business Response

    Date: 11/27/2023

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

  • Initial Complaint

    Date:03/24/2023

    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 spent $86. 58 US on 2 swimsuits, including shipping. I placed that order on January 26th, 2023. After a few days passed and I did get a tracking number, I reached out. I was told that there were delays resulting from the sale. I waited and waited until they sent a tracking number that was invalid. We're in March and I have not received the order. I sent countless emails to their customer email, pleading for a refund. Each time it was either they cannot issue a refund until they receive the items or that the order has been shipped. A company with such business practices should not be allowed to mistreat customers that way. But most importantly, customers should be issued a refund when it's confirmed that the order was never received. They have not done anything genuine to help. No apology. No effort to right their wrong. It's been many excuses and more responses that are inaccurate and not helpful. I simply want my money back! The lost annoying thing is that they continue to send emails asking for reviews on the items they know I did not receive.

  • Initial Complaint

    Date:03/22/2023

    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 feb 9th here it is March *********************************** the air i received 4 pieces, 5 were still missing but all were marked delivered. I knew this would be problematic from the jump because if you mark ********** in my order as fulfilled when it wasn't, how are you going to keep up with what I still haven't received? So I reached out and was told to be patient. They restocked so I reached out again because I hadn't received a shipping notification. I was assured my items would be shipped the next day again and again and again. I actually tell ppl to shop here all the time but after this experience I won't be coming back. I was spoken to like I was crazy and impatient when they just could not get their shipping and inventory issues together. Or take accountability for having a failing system in place. Finally I was shooed off with a partial refund and discount with the promise of receiving the missing items (although the blue swimsuit was never received either and wasn't refunded but discounted) I gave up. I was tired of going back and forth with these ppl when no one cared to give me a real resolution. They can have the money and the swimsuits. This company is not worth the headache. My order $250 order from ***** came in two weeks no problem with all my items present. DO NOT WASTE YOUR TIME WITH MATTE COLLECTION.

    Business Response

    Date: 11/27/2023

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

  • Initial Complaint

    Date:03/13/2023

    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.
    I order two pieces from this business on February 8th. Today I received my order march 13th. I reached out prior and they couldnt give me a shipping date when I hadnt received it within in two weeks. After receiving my order today I open it to find only one item that I didnt order. The sent me an order recite with the two items I ordered however they are not in the package and theres an item I didnt even order in it.

    Business Response

    Date: 11/27/2023

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

    Customer Answer

    Date: 11/29/2023

     
    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:02/28/2023

    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 from this business January 27th and received no shipping or tracking. After 2 weeks I emailed the company and they said my package had shipped that day. Then February 21st I finally received my package that had the wrong sizes.I ordered a small swimsuit which they did give me but then I ordered a box of 3 swimsuits that were smalls and they gave me all Xsmall items. They are way to small to wear and after sending them 3 separate emails within weeks apart I am complaining here. If I would have known I would be wasting my money I wouldnt have ordered from here. Terrible business and customer service and now I see this happens to others as well.

    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.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.