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Business Profile

Purses

MZ Wallace

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 6 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:10/30/2024

    Type:Service or Repair 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 purchased 2 bags for the company pewter color and blue color...I never received blue bag...I called them to advise...I work so I realized wait I did not get the blue bag...called spoke with someone they said they would get back to me...I will forward the email I received... I refuse to pay for something I never received..

    Customer Answer

    Date: 12/04/2024

    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 and the matter has been resolved. Thank you BBB I received  a full refund

    Sincerely,

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



     

  • Initial Complaint

    Date:08/13/2024

    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.
    -MZ WALLACE POLICY: **** limited exceptions, MZ Wallace offers repair services for certain types of damage to your bag or wallet, including damage to seams and hardware resulting from normal wear and tear. Damages not covered include cosmetic damage (such as stained fabrics, scratched/worn leather, or non-seam tears) or damage resulting from abuse, subject to our discretion. Some damage is not repairable.-Purchased: June 7, 2024 -Magnet Metro Utility Backpack: $345 -My email to the company: MZ Wallace ***************** I hope this message finds you well. I am writing to express my concern regarding a recent purchase. I ordered three items under order number W499759 on June 7, 2024. Unfortunately, one of these items, a bag, has shown signs of fraying and pulling after only one use. Given that this issue occurred so quickly and severely, I am quite disappointed as I have always trusted and supported MZ Wallace products. I would appreciate it if you could process a refund for this defective item. Please find the attached photos of the bag and the damage it has sustained for your reference (pictures were taken indoors and outdoors to see pictures of damage) I kindly request that you handle this matter promptly and provide instructions on how to return the bag if necessary. Thank you for your attention to this issue. I look forward to your response and a resolution.-Response from Company- MZ WALLACE: Thanks for those photos. I apologize but the damage depicted in the images is not eligible for repair or replacement. Upon inspection of the photos, it was determined that the pilling was from the backpack's wear. My apologies for any inconvenience this matter has caused.Solution- I am not looking for a replacement I am looking for a store credit in the amount of $345. I am very upset that after only one use this happened. I would not want to order the same item and get a replacement. I am asking for help to resolve this and get store credit and I will return the bag.

    Customer Answer

    Date: 09/09/2024

    Better Business Bureau:

    At this time, I have not been contacted by MZ Wallace regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:06/28/2024

    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 purchased a Metro Belt Bag, but the color I received was not the one I had ordered. I contacted customer service, and they advised me to return the item for an exchange to get the color I wanted. The representative mentioned that there should be no issue with the exchange, but there might be a shipping cost involved.I told them there was no problem as long as they sent me the bag I wanted. I returned the product as soon as I could. I called to find out what was happening because I did not receive any response from them and they told me that it took 7 to 10 days to resolve the return. Another week passed and I called again and a lady ******* answered telling me that they couldn't search the bag, that they were going to give me a store credit for the cost that I had paid and no more. The fact was that I bought the bag with a coupon that they had given me and I would lose it. At this time, I do not want to receive store credit. I need my money back so I can buy the bag I need somewhere else. Now they say that I was late in returning the product and that is why they are not going to refund my money when that was not the case. They can't force me to buy in that same store, especially now that I would have to pay more. They have had very inadequate treatment since I returned the item on time. I have proof of this. All companies give a month or 20 days for the return and I send it in less than 5 days, they were the ones who took the time to make the decision.It was easier to change the item for the color I wanted and now, if they had to charge me for shipping that wasn't a problem but now I don't want to buy anything from them because the treatment they are giving me doesn't seem right to me. As an American citizen, I have the right to assert my rights as a buyer. For this reason, I am contacting you so that you can please help me resolve this issu. I appreciate your help Thank you, ***************************** ************************: ***********

    Customer Answer

    Date: 07/23/2024

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding MZ Wallace has been resolved.

    I had to reach out to the company because they stopped communicating with me. They offered me a store credit, which I used to avoid losing my money. It was a frustrating and unpleasant process, and I don't understand why it was so difficult for them to simply change the color of the item. I ended up re-ordering the item in the desired color, something they should have been able to offer initially to avoid the need for further contact.

    Unfortunately, these kinds of situations are common, and many buyers choose not to speak up about the mistreatment by stores. I hope my experience will prompt them to treat customers better in the future.

    Thank you for your help in this matter.

    Have a great day!

    Sincerely,

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

  • Initial Complaint

    Date:03/04/2024

    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.
    On February 29 I processed a return of a defective purse I received via an online order with MZ Wallace. The zipper on the purse is defective (see included photos). I am extremely disappointed and annoyed that I must forfeit $10 to return a product the company sent to me that is defective. Had there been an option to make an exchange instead of a return, I would have done that, but that was not an option, which I confirmed with customer service via a phone call.I emailed the company's customer care about this $10 charge and was told I would not receive the $10 refund (see the attached email exchange). I believe the company is stealing from me as the company did not honor its commitment to send me what I expected -- a non-defective product.My order number was *******.I believe the company should do the right thing and not charge me $10 to refund the defective product they sent me. The company should send me a refund of the $10 shipping fee.The address I provided in this complaint is the address shown on the packing slip that was with the shipment. It's difficult to find an address or phone number for MZ Wallace. The return label I was given shows the address as MZ Wallace, *****************************************************************************. Phone number ************. However, the website lists the phone number for this retail location as ************** with an email address of: ******************************* Because of these differences, I'm not sure which address to confirm as the right address. Hopefully, this can be figured out. This confusion only complicates the issues I'm having with this company.******************************* ******************************************************************************* ***********************

    Customer Answer

    Date: 04/01/2024

    Better Business Bureau:

    At this time, I have not been contacted by MZ Wallace regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:08/18/2023

    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 ordered a bag and never received it. Customer service at ******************** simply apologized for the inconvenience. I want a refund or the bag I ordered.

  • Initial Complaint

    Date:06/22/2023

    Type:Service or Repair 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.
    ******* was the original order and it contained 3 items but silver blue metro backpack was missing so I clearly told the agent over the phone That Id like a refund not replacement. Ignoring what I said they sent me replacement ******* So I said Id like to return all the items and they issued me 2 return label and it arrived back at mz wallace warehouse but its not been refunded

  • Initial Complaint

    Date:02/21/2023

    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 returned a purse. They are claiming the strap was not returned with the bag. I used their return shipping *****************. They are claiming the package wasnt tampered with (zero way for them to confirm this) and saying they wont accept my return without the strap. Something clearly happened to the package in transit. I used their return shipping company and label provided.

    Customer Answer

    Date: 02/21/2023

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:02/21/2023

    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 placed an order with MZ Wallace. The website said there was free shipping. I logged in as normal and thought nothing of it. I later realized I was charged shipping. I called MZ Wallace, and they said it would be refunded. Within 30 minutes, they sent an email saying they would not refund the $10. I would like the $10 refunded as they stated it would be, and as their site states it shouldn't have been charged.

MZ Wallace is NOT a BBB Accredited Business.

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