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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:02/14/2023

    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 have shopped with Matte collections plenty of times and usually after purchase, I would receive an email regarding my ship information/status. However, almost two weeks ago I placed my order and the only email I received was that my order was placed. I downloaded the app shop to track my order like the website recommended but the only status I am seeing at this current moment after two weeks is order placed. I contacted the ******************************** about three days ago, no response. I sent another email today with great hopes and decided to file a complaint to get some attention on this situation because I paid for this service and my order/emails are getting over looked.

    Business Response

    Date: 02/23/2023

    Thank you for allowing us to understand the concern. Can you detail if you have been assisted with this as yet or may I have your order number?

    Customer Answer

    Date: 02/23/2023

     
    Complaint: 19407205

    I am rejecting this response because: I have provided this company with my order ID before on 02/15/2023 and on the 02/21/2023, still no information on shipment. However, my order number is Order #*******. I gave them another week from the initial time that the company asked me for my order number on 02/15/2023. 

    Sincerely,

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

    Business Response

    Date: 01/05/2024

    This order was delivered after subsequent follow-up and information provided to support.

     

    9470111206214476567452
    Copy Add to Informed Delivery
    Scheduled Delivery by
    WEDNESDAY1 March2023by
    6:00pm
    Your item was delivered in or at the mailbox at 12:33 pm on February 28, 2023 in *******, ** 30223.

    Get More Out of **** Tracking:
    **** Tracking Plus
    Delivered
    Delivered, In/At Mailbox
    *******, ** 30223 
    February 28, 2023, 12:33 pm

  • Initial Complaint

    Date:02/03/2023

    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.
    Item never received!!! It has been over two weeks since a received a shupneht notification. However while a shipment label was created according to **** no package was ever dropped off to be shipped. Only the label was created. I have tried several times to contact Matte Collection. No phone number on file and you can only email their customer service **** (I use the term loosely). However after 1 email stating someone would contact me in 48 to 72 hours, I'm still waiting. I am turning the matter over to my credit card company. Appears that this company is a fraud.

    Business Response

    Date: 11/27/2023

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

  • Initial Complaint

    Date:02/02/2023

    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 ordered several items from matte collection on 1/24 and received a confirmation email. According to the site processing time takes 1-3 business days, after I noticed I didnt receive a shipment email or tracking I reached out via email 3-4 times and didnt receive a response. I have no idea whats going on with my order and just want a refund at this point! This company is awful at doing business, next time Ill just support fashion nova or icon swim.

    Business Response

    Date: 11/27/2023

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

  • Initial Complaint

    Date:01/10/2023

    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.
    I placed an order on 12/19/2022 for $70, i received the package on 12/27/2022 only to find that they sent me the wrong item. I emailed them with a very detailed email and it felt as if i was emailing a robot as the replies i was getting were basically questions that were answered in my first original email. The item i originally ordered was out of stock so they told me to choose another one for the equal *** which i did and they mailed it out. The new item was shipped on 12/29 and i received it on 01/5/2023, once again the item is wrong, they sent me the same piece they sent in the first package. I emailed them again and received the auto reply stating to give them24-48 hrs for a response. Waited 48 hrs and no response so i forwarded my email again now i am not getting no reply at all. This is very unprofessional and disappointing.

    Business Response

    Date: 11/27/2023

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

    Customer Answer

    Date: 11/27/2023

     
    Complaint: 18719141

    I am rejecting this response because:
    They sent me the wrong item not once but twice.

    Sincerely,

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

    Business Response

    Date: 11/27/2023

    We apologize for the wrong item sent and welcome additional assistance at ******************************** as needed.

  • Initial Complaint

    Date:01/03/2023

    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 ordered a swimsuit, it arrived damaged. I sent a photo of the damaged swimsuit to Matte Collection and they didn't respond. I wrote back again a month later. Then they responded asking what I wanted- I again sent them a picture of the damaged swimsuit and they wrote me back that "it didn't look like a Matte Swimsuit" so they gave me a $15 gift card to their store. Why on earth would I want a gift card after this experience.

    Business Response

    Date: 01/04/2023

    Thanks for allowing us to understand this customer's concern. The was not a clear photo of the item provided for the $10 swim purchased on 9/3/2022. The customer can provide additional photos via ******************************** for additional support.

  • Initial Complaint

    Date:12/08/2022

    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 two orders from this company in November. ******* and ********. The second order was for $29.52, which of did not order this on purpose is it an email immediately requesting a resolution. The second order was for $120.12 and I also sent an email with the requested information seeking a refund. I have repeatedly received generic emails after my responses to the company. I am asking for a full refund back to my original payment method for both orders.

    Business Response

    Date: 01/03/2023

    We understand that our support team has assisted and welcome additional assistance as needed via ********************************

  • Initial Complaint

    Date:12/06/2022

    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 #******* I placed an order m with the company for a 2 piece pant and shirt set. They sent the pant without the tip. Upon contact issued a refund for the missing shirt. I was told I can return the pant. If I did return the the item the company doesnt cover shipping. I ordered a set. What would I do with the bottom without the top? To ship the item to me the shipping fee was more than the item. To return it I would again gave to pay more cost in shipping than the actual cost of the item. few dollars l than the item to return it. Why should I be out $24 to get nothing?

    Business Response

    Date: 01/03/2023

    We understand that our support team has assisted and welcome additional assistance as needed via ********************************

    Customer Answer

    Date: 01/05/2023

     
    Complaint: 18535073

    I am rejecting this response because you did not address my complaint. 

    Sincerely,

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

    Business Response

    Date: 11/26/2023

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

  • Initial Complaint

    Date:12/06/2022

    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 for 2 bathing suits and 1 cover up. Three weeks after I placed the order I noticed that I had not received it. I emailed the Mattecollection to inquire about the status so I can get a status update. I was told that all my items are out of stock. I told them that I didn't mind waiting until the items come back to stock. I received an email back saying they're out stock and will refund me a store credit. I emailed them back requesting a refund and not a store credit since they are the ones who doesn't have the items and not allowing me to wait. I received a store credit from them. I just need my money back

    Business Response

    Date: 01/03/2023

    We understand that our support team has assisted and welcome additional assistance as needed via ********************************

  • Initial Complaint

    Date:11/28/2022

    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 ordered my items on 11/16/22. The shipping method was priority. Per their email and website: Priority Shipping 3-4 Business Days (Processing Time 1-3 Business Days). I received a confirmation email 11/16/22. 11/18/22 I received a email with a **** tracking number that stated a label was created but the item has not been received as of yet by ****. I never received any other notification about my order since. **** tracking number: ********************** It still says that the order has not been received by ****. I contacted matte collection customer service via email 11/22/22 explaining my order has yet to ship and Id like a refund, they did not get back to me until 11/28/22 saying that they have no control over shipping delays, thats it nothing else after 4 business days of no email. I wrote them back 11/28/22 explaining the order has not been shipped and they have shipping guarantees listed on their site. They have yet to respond.

    Business Response

    Date: 11/29/2022

    Our support team has already reached out to the customer for resolution on the issue.

    Customer Answer

    Date: 11/29/2022

     
    Complaint: 18471390

    I am rejecting this response because:

    I purchased these items for a vacation and now I have no bathing suits for my vacation. This definitely ruins a lot for me.


    Sincerely,

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

    Business Response

    Date: 01/03/2023

    We understand that our support team has assisted and welcome additional assistance as needed via ********************************

  • Initial Complaint

    Date:11/12/2022

    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 August 11, 2022, I placed an order for two bathing suites. I had not received acknowledgement from the company about the order, so I had to reach out several times after that. The first issue is when order finally arrived, around 7 days later, although I paid extra for a five day arrival. The second issue is when I received the order, one of the bathing suits was very small and I could not fit it. I have been reaching out to this company since ******* *** it is November, and they NEVER responded on how I could return my package. On their ********* others have complained about similar issues or they never received their packages. Please hold this company accountable.

    Business Response

    Date: 11/13/2022

    The customer's order was delivered in accordance to our shipping policy which allows for processing time for orders. The customer ordered 2 (two) $10 items which are final sale and not eligible for return with a total spend of $29.20. Confirmation of delivery is as follows:

    9400111202557547601958

    Your item was delivered at the front door or porch at 1:07 pm on August 19, 2022 in *********, ** 20850.

    Customer Answer

    Date: 11/13/2022

     
    Complaint: 18395316

    I am rejecting this response because:

    The company never responded to me to inform me what my options were during the many times I attempted to reach someone to return the item. Also, I am uncertain whether the current policy is different from the policy on the site as when I ordered. Could BBB investigate? Considering they did not provide me with options, I would like to exchange the item for another size. They are infamous for not responding to people or providing customers' timely responses to resolve issues. At times, they never respond nor provide information so the customers could make informed decisions.

    Sincerely,

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

    Business Response

    Date: 11/16/2022

    Our return policy is always viewable at: https://mattecollection.com/pages/return-policy

    Our response rate is above 90%with BBB and much higher in our privately held support channel. Providing timely responses is an area that can be improved upon as sales cause order volume surges and response times may be impaired. I have forwarded your concerns to the respective area of our team. We thank you for your feedback.

Matte Collection is NOT a BBB Accredited Business.

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