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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

  • 117 total complaints in the last 3 years.
  • 9 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:04/13/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 with matte collection March 3 for my vacation. I ordered 2 swim outfits along with the guide protection. My order said delivered but NEVER delivered. I have been reaching out but no one has taken the time to respond back in a timely manner or take the time to resolve my issue. I then got an email to put in a claim for guide protection, my claim had been rejected with no explanation as to why. This experience has been horrible and very frustrating I just want my things for my vacation or a full refund.

  • Initial Complaint

    Date:04/08/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Purchase was made on 10/11/22. I placed an order and needed to make an adjustment. I reached out to the company and they offered to cancel the order on their and I can make a new purchase. I agreed to have them cancel it and placed a new order. The next day I was informed that they did not cancel the order and had already processed it. They also responded "We will absolutely accept the items for refund. Please contact us in this email string upon receipt of the items.We thank you and apologize for the experience." Both orders with the same exact items were delivered on 10/17/22. The total for both orders was over $550. I reached out to Matte Collection about returning one of the packages and was informed that I would have to pay for return shipping will receive a full refund if returned within 14 days. Matte Collection received the return package from *** on 10/31/22. Matte Collection refused to refund me for order #******* $290. 72 despite receiving the full package.

  • Initial Complaint

    Date:04/08/2025

    Type:Product Issues
    Status:
    Unanswered
    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 bought a pair of pants from this brand a year ago and they ripped immediately. At the time is was unaware of this but the brand is known for have sizing issues and has had to do mass refunds to their customers because of inaccurate sizing within their products. A year later I decided to reorder the pants because I loved the style and wanted to support a small women owned brand. The difference in quality between the pants was immediately different and it was a soft leather that smelled horribly and looked like it was dropshipped from a sweat shop in *****. They were using the same eccomerce photos from a year ago and the description describing the fabric of the pants was exactly the same. Thats literally textbook false advertising. You can see in the images that it is clearly not the same product, imagine how it felt in person lol. Immediately I asked them for a refund. I sent both pairs of pants back because I have spent over $400 with this brand including shipping ect. And they refuse to give me a refund for the pants, to fix the pants, or to send them back. I have emailed them over 10 times and nothing. I dmed them on instagram and they blocked me. I want my pants back or I want a refund for the pants that were incorrectly sized in the first place.

  • Initial Complaint

    Date:01/23/2025

    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.
    Purchased six items from this company on 1/8/25. Today is 1/23/25 and they have yet to mail out my order. Business advertises 1-2 business day processing, 3-5 day shipping. Its been 15 calendar days since purchase with no idea when my order will leave their facility. On 1/15/25, the company gave a generic answer regarding a weather delay that affected the area for 1 day. They stated the order would be shipped by the end of that week but have failed to do so.

    Business Response

    Date: 01/23/2025

    Alert: WINTER STORMS IN THE SOUTHERN, SOUTHEAST, AND NORTHEAST AND WILDFIRES AND EMERGENCY EVENTS IN THE ***************** AREA U.S. MAY DELAY FINAL DELIVERY OF YOUR MAIL AND PACKAGES. Read more 

  • Initial Complaint

    Date:01/09/2025

    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.
    The date of this transaction was December 8. I received my order, but they gave me completely wrong sizes as pictured I ordered medium. They gave me large for both. I contacted them and they said I didnt have to send it back which I thought it was odd and that they would send me the right items. Its past and I never heard back for a Tracking number and try to ask about it and received no response. I then asked for just a refund and still nothing back.

    Business Response

    Date: 01/09/2025

    Greetings,

    Our escalation team has reached out to the customer. We look forward to resolving the issue fully.

    Customer Answer

    Date: 01/09/2025

    I am satisfied, but want to wait before closing the case because of prior issue. They finally reached out to me and sent me a return label, but I want to wait till Im actually refunded before closing

    Customer Answer

    Date: 01/27/2025

     
    Complaint: 22788335

    I am rejecting this response because: Gave me a gift card instead of refund even though they gave me the wrong items. Went through resolution and still didnt give my money back its been a month.

    Sincerely,

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

    Business Response

    Date: 01/27/2025

    Our support team has reached out to resolve the issue and has been highly communicative. We accept this rejection of response.

    Customer Answer

    Date: 01/28/2025

     
    Complaint: 22788335

    I am rejecting this response because: you have not fixed anything. You gave me the wrong items initially, I asked to be sent the correct items. Time passed and nothing was done so I asked for a refund. Instead of giving me my money back you took away shipping fee and gave me a gift card. You are taking money from me over your mistake.

    Sincerely,

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

  • Initial Complaint

    Date:08/20/2024

    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 reached out to the company fpr my refund. I emailed them and they never respond. The pkg was returned unworn or even tried on on 8-12-24. All i get is an auto generated message saying someone will respond with 48hrs. I kept two items and sent a copy of the ******** circled what i kept and what was missing.

    Business Response

    Date: 08/20/2024

    We always appreciate the BBB for allowing us the opportunity to understand customer issues. This customer contacted ******************************** today and received a response within 3 hours; this response was not automated. I was able to review the support contact and we have requested the customer to provide proof of return in the form of the tracking information for the return. The customer has failed to provide that and has detailed she is out-of-town. If the customer provides tracking confirmation showing a return was delivered to our facility, we would love to assist further. She can provide the information to ******************************** or via BBB for additional assistance. 

    Please find record of correspondence below

    ###

    Today at 4:22 PM
    Hi *******,

    Are you able to provide me with your return tracking number?

    Thanks,
    MH


    LW
    *************************************
    Today at 7:04 PM
    I dont have it with me. Im out of town but i did include a copy of that paper with it. I only have a copy of my bank info. Not sure if these numbers will help

    Customer Answer

    Date: 08/20/2024

     
    Complaint: 22170759

    I am rejecting this response because:
     Its fine. I wont be back in time. You know it was received at your facility. My mistake for not taking a picture if the receipt. I wont shop there again. 

    Sincerely,

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

    Business Response

    Date: 08/20/2024

    We can assist with proof of return via tracking. Without that, we will need to allow the returns department to determine if a return is actually received. We welcome any proof of tracking of the return should the customer wish to provide for additional support. 

  • Initial Complaint

    Date:07/31/2024

    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 purchased 4 bathing suits all in size large. 3 bathing suits, were the same bathing suit but in different color, in which I returned all 3, for store credit to buy all three in medium. Communicated this through email to the company. The company returned the exact same large 3 bathing suits to me and when I reached out for an explanation no response. Per their policy, I would recive store credit or could exchange, as I purchased the items with a discount code, which is fine as I wanted a medium for all 3 bathing suits. At this point, I just want the correct size as I no longer want to do business with company once I get resolve per THEIR policy.

    Business Response

    Date: 08/02/2024

    Greetings,

    The customer provided our support department with the following tracking information for a return via USPS: 92023901007987000069831682. This tracking did not deliver to ********, GA *****. Since we never received a return it was not processed.

    Customer Answer

    Date: 08/09/2024

     
    Complaint: 22071695

    I am rejecting this response because I've been in contact with **** to see why my package was returned to me and awaiting response from **** for further details. 
    Sincerely,

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

  • Initial Complaint

    Date:07/23/2024

    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.
    Their website does not provide information on how to return items. It only gives information on whether they accept returns or not. They give you 14 days to return items but I have not been able to send my items back without a return address. I have reached out to them via email and Instagram messaging and received no response. There are no links online to submit a return regardless of their stated return policy.

    Business Response

    Date: 07/25/2024

    The customer received a response via support and is able to return the purchased items for store credit per the instructions provided via email. 

  • Initial Complaint

    Date:07/06/2024

    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 ordered from matte collection the order went through and I got an email stating the order has been placed. Another email was immediately sent out and stating the order was cancelled and that the money has been refunded. My question is how long does the refund take to hit my account? This happened on Thursday..is it that its business hours meaning only Mon-Fri?

    Business Response

    Date: 07/07/2024

    This order was canceled and refunded as the customer detailed based on a a high risk factor. The refund was issued the same day the order was placed and it may take 2-4 business days depending on the customer's bank. She is welcome to contact ******************************** or her bank with additional questions on when the funds will return. We thank you for making us aware of the inquiry.

  • Initial Complaint

    Date:04/08/2024

    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 with Matte Collection on March 31st containing 6 items purchased totaling $188.96. My order was marked as delivered in/at mailbox on April 4, 2024 at 12:12 pm according to the **** tracking number provided to me by Matte Collection. I reached out same day via email (the only way you are able to communicate with them) to inform them that my package was either missing or incorrectly delivered. I received an automated email stating " Thank you! We have received your support request and we are working on it. We will get back to you within ***** business hours (Monday - Friday 9:00am-5:00pm EST). It has been longer than 48 business hours with no response. I have also attempted to make contact with someone via their Instagram page and I have not gotten a response either. **************** definitely needs improvement and from the previous reviews I can tell this is within the character of the company to not response within a timely manner.

    Business Response

    Date: 04/09/2024

    As the customer has detailed, the order indicates it has been delivered: Delivered
    Delivered, In/At Mailbox
    **********, ** 33414 
    April 4, 2024, 12:12 pm

    Support has responded to the complaintant.

Matte Collection is NOT a BBB Accredited Business.

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