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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:11/08/2022

    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.
    My order number is #*******. I spent a total of $204.58 with $15.00 express shipping ( automatically insuring my package according to Matte collections shipping and handing). I received my package on 11/1/22 missing my (****** 3 piece set- chocolate in size medium) . I have emailed the company on this problem 3 times and have not gotten any replies . They said they would get in contact with me within ***** hours to resolve this problem. It has been 7 days and I have not gotten any emails or texts regarding this order. I would like a full refund for my order for this inconvenience seeing as I ordered these swimsuits for a trip I am leaving for in 2 days.

    Business Response

    Date: 11/16/2022

    The customer received a resolution for this via refund to Afterpay which was the form of payment used on 11/7/22 prior to submitting this claim. The customer can contact ******************************** for continued support.

  • Initial Complaint

    Date:11/04/2022

    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.
    Order#****** - Missing pieces Hello,I was really excited to get my order today and I came in to open the packages to try them all on. But I found this hand written pink stickie note and the two pieces that are missing are in the note. Im sorry is this some form of I- Owe - You????? When will I receive the following two pieces? 1.Matte Basix sculpt plunge neck jumpsuit Large (Navy)2. Leksi One Piece Tahitian Black Large I am leaving for my cruise in two weeks so I need these as soon as possible or a refund. *** tried emailing twice and the email address bounces back as it is not valid Very Disappointing, ******** *************************

    Business Response

    Date: 11/16/2022

    With no prior contact at ******************************** from this claimant, we ask that she email *************************************** for support. We would love to understand the issue at length.

    Customer Answer

    Date: 11/16/2022

     
    Better Business Bureau:
    The business response is incorrect. I reached out to the business via email and the emails bounced back after several attempts. There I resorted to contacting the business via their ********************** direct message. The business refunded my money in a timely manner. I am satisfied with the companys timely resolution.  ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:11/03/2022

    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 have been trying to contact matte collection since October 31st for a product refund. Their response time is 48 hours, but it has been several days with no team member has been assigned to my request. I have attempted three times to contact them, to no avail. I am leaving ***************** next week, and due to their hesitation I might not even be able to refund/order in time.

    Business Response

    Date: 11/16/2022

    The customer was responded to via support regarding the final sales items purchased being ineligible for return. Our policy is viewable at: https://mattecollection.com/pages/return-policy

  • Initial Complaint

    Date:11/01/2022

    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 was advised I would receive a refund and instead I received a store credit however the problem is I asked for a refund as I was within my rights to do so according to the Matte Returns Refuge policy and I expect Matte to honor their commitment

    Business Response

    Date: 11/13/2022

    Thanks for allowing us to understand our customer concerns. The customer's return was processing in accordance to policy which details that items purchased with a discount code are eligible for store credit. We reviewed and uphold that this matter was properly addressed in accordance to policy.

  • Initial Complaint

    Date:10/31/2022

    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 two items and only received one of the items for #*******. I have reached out and haven't received a response and by looking at other complaints, this seems to be the normal order of business for this company. I am requesting a refund for the other item that I didn't receive or the item itself but I won't order anything else from this company.

    Business Response

    Date: 11/13/2022

    A refund notification was sent to this customer on November 3.

    NOVEMBER 3

    Refund notification email was sent to ******************************* (**********************************).
    11:11 AM

    Please contact ******************************** for additional assistance.

  • Initial Complaint

    Date:10/17/2022

    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.
    So I placed an order with this company the matte collection on October 1st 2022. 4 items were purchased for a total of $207 ********. On the 3rd of October I recieved a email that my order was shipped and they included a tracking number. This is now October 17th and I contacted DHL shipping and gave them the tracking number and they said that the company made a label but never shipped anything and didn't even contact DHL for a pick up. There is no customer service number for this company I have sent an email 2 days ago now and no response. I want a refund of $207 for this dishonesty and terrible customer service. I wish I had checked the BBB before ordering from this company because there are many complaints about this company being a scam saying they have shipped products and haven't.

    Business Response

    Date: 11/16/2022

    We would love to understand this situation at length. With no ticket history from the claimant in our support channel we ask that the claimant contact ******************************** for assistance. DHL is not a current international shipping provider for context.

  • Initial Complaint

    Date:10/15/2022

    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.
    On 9/27/2022 I ordered three items from Matte Collection (Order # *******), Matte Basix Sculpt Bodysuit - Black XS, Matte Basix Sculpt Bodysuit - **** XS and Matte Basix Sculpt Jumpsuit - Black XS. On 9/27/2022 I received another email stating that my item shipped. Tracking # is **********************. The package was delivered on 9/29/2022. When I opened the package, I noticed that the two black items, Matte Basix Sculpt Bodysuit - Black XS and Matte Basix Sculpt Jumpsuit - Black XS was in the package but the Matte Basix Sculpt Bodysuit - **** XS was missing from the package. I immediately emailed Matte Collection on 9/29/2022 to notify them of the missing item and received an email on 9/30 stating they would reship the item to me and I should receive an email with the tracking # once its been shipped. On that same day, 9/30 I received an email stating the item shipped (Order # *******), tracking # **********************. Since then, I've been tracking the package but it says that the shipping label was created and that's all. I've even reached out to Matte Collection several times asking for an update but they keep giving me the run around. I just want to receive the item that was missing or a refund. They told me to file a claim with the courier but it wouldn't be a courier issue because the package was delivered but one of the items that I ordered was missing, and it was the Matte Basix Sculpt Bodysuit - **** XS.

    Business Response

    Date: 11/27/2022


    Fulfilled
    October 3, 2022

    USPS
    9400111202557164485283
    SuccessDelivered

  • Initial Complaint

    Date:10/12/2022

    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.
    The business has deceptive selling practices. In their advertisement online it states 30-day returns (uploaded advertisement). I purchased several items of the same size however the items do not measure accurately according to the size chart. I contacted the company the day I received my package in the mail on September 18th after trying on all items. In the contact email (attached) I indicated the issues with the items. The company responds with a "returns portal" that does not work or accept returns. On September 29th the company sent an email indicating returns must be received by their facility 14 days after their delivery date. They also stated that items purchased under $17 are not eligible for returns. This is not disclosed in the advertising at all. The time frame of intentionally delayed response and then requiring a 14-day return vs their advertised 30 days are deceptive business practices.

    Business Response

    Date: 10/20/2022

    As always, we thank BBB for allowing us to understand customer concerns. Our return policy is always available at https://mattecollection.com/pages/return-policy. The customer has been assisted through support and is welcome to contact ******************************** for additional assistance.

    Customer Answer

    Date: 10/21/2022

     
    Complaint: 18206297

    I am rejecting this response because: I have not been assisted through their support area. The attachments previously provided show support advised I needed to send it back within 14 days of receipt and my items did not qualify for a return. Clearly based on the ****************** advertising this is deceptive since it shows a 30 day return policy. I would like the company to accept the items for returns now and refund my money. 

    Sincerely,

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

    Business Response

    Date: 11/27/2022

    Our return policy is https://mattecollection.com/pages/return-policy and sale items are always final sale. The portal will not allow final sale items to qualify for return.

    Customer Answer

    Date: 11/29/2022

     
    Complaint: 18206297

    I am rejecting this response because the images in the marketing material are deceptive and give a 30 day return on the exact items I purchased. The company uses unethical sales practices. 

    Sincerely,

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

  • Initial Complaint

    Date:10/10/2022

    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.
    On 9/7 I received an order for my shipment. The shipment was missing an item and I sent the customer service email the following message "Hello This is in regards to order # *******.I did not receive a packing skip and I did not receive #**-2-21061-XL *********** Halter One Piece - *************** 1. Please advise"The item cost was 26.00.I sent the email around 11:00 a.m. on the 7th and received another email a few hours later sharing that I will be contacted. I have sent a follow-up email, have contact them on Instagram and have left a comment and I have not been contacted or responded to. I would like my refund or suit shipped as soon as possible as I ordered it for a trip for October 14th.

    Business Response

    Date: 10/11/2022

    The customer has been contacted by our support team to understand the issue with order 1136064.

  • Initial Complaint

    Date:10/06/2022

    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 purchased some swimwear from their website on 9/6/22. $179.35 worth of items. I paid for 2 day shipping. The items never arrived. The postal service said they delivered them however I never received the items. I filed a report with the post office. Contacted Matte. I asked my neighbors and even contacted my leasing office. Matte refuses to remedy the situation and now Im out of almost $200.

    Business Response

    Date: 11/27/2022

    The order delivered as per the carrier with proof provided. Given the order amount, a carrier claim and police report is required for assistance. The order was fulfilled and shipped in accordance to instructions provided by the customer.

Matte Collection is NOT a BBB Accredited Business.

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