ComplaintsforMatta Sag Harbor

• Initial Complaint

  03/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a dress from Matta NY from their sale on January 26, 2023. I received my items with no issue (I have been a customer of this company for twoish decades) and realized that the dress I purchased fit oddly. They explicitly state that sale items are final sale and I have no issue with this. That said, I contacted them February 9 them about the odd fit and asked if they might make a one time exception and allow me to exchange it for something else. They said yes, no problem and told me to look for something in their sale material. I looked and found nothing and responded as such and inquired whether it would be possible to exchange for a non-sale item that was more expensive and pay the difference. I never received a response. I followed up March 17 and again received no response. I left a note on their Instagram profile with no luck, either. I attempted to call their store several times to no avail until I serendipitously caught a woman named ***** on Sunday, March 26. She asked me to email her all of the correspondence and said she would forward it to their online team, which she did. I finally received a response on Monday, March 27 telling me they would not honor the exchange because of the extended time. The online Matta team took NO responsibility for never responding to my request to purchase a more expensive item and had the gall to tell me I was "the best part of Matta." This is how they treat "the best part of Matta." I responded reminding them the protracted period was not my fault, but theirs and also let them know I will reevaluating my continued support of their business and will not be recommending them to people when I receive compliments on my clothes from them. This never needed to come to this. I simply would like them to honor the exchange. They stood to make an additional profit off of the exchange and have now lost me (and many people in my family and circle of friends) as a customer.

  Customer response

  04/24/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Matta Sag Harbor regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

  Business response

  05/10/2023

  After reviewing the communication and speaking with my team, it is clear that we actually attempted to make an exception for this customer after she purchased a final sale item knowing that the item was final sale at the time of purchase. We did not have to make an exception for her, but we did. We attempted to allow the customer to exchange the item for another item at that time. We did not offer customer credit to use for future purchase and that was not warranted. Instead, the customer insisted we provide her with a credit and opted to not exchange the item even though we were willing to make an exception for her by allowing her to do so. We did nothing wrong. And amazed that this complaint was submitted considering we tried our best to make an exception for her and resolve her query. 

  Customer response

  05/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Please read the correspondence thoroughly and carefully (I should not have to say this). I was more than happy to exchange the item. I did not find anything in your sale section and asked if I could exchange the item for something more expensive on your site. I didn't ask for a future credit after the second email in any way, I was going to order the item immediately and pay the difference for the more expensive item I wanted to exchange the dress for. However, your team never responded to that email of February 10- they simply could have asked if I meant in the future or right away and didn't bother. I acknowledged that I couldn't get a gift certificate for a future purchase with "no problem" and wrote the following:

   

  Hi there,

  No problem, am I able to get something that is more expensive and pay you the difference? 
  

  Best,
  ********

  So clearly the issue isn't on my end, but Matta's. You did not respond to that email where I offered to exchange the dress for something more expensive. I'm not sure how you could read this otherwise. Obviously, your staff did not read the entire email exchange when I inquired after this again in March.

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

• Initial Complaint

  08/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a dress costing $374.94 on 06/24/2021 from their online site *************** On 07/02/2021 they credited my return according to my credit statement. The vendor only refunded $316.30. They did not refund the whole amount of the purchase but kept $58.64. I paid for the postage to send the item back and the item was in perfectly new condition. When I filed a dispute with the credit card company they told me that Matta was keeping $58.64 as a restocking fee. I had NOT been advised of these terms and have never dealt with any business that has done this before. Please kindly assist me in getting my money back as I am 81 on a fixed social security income.

  Customer response

  10/05/2021

  Better Business Bureau:
  
  At this time, I have not been contacted by Matta Sag Harbor regarding complaint ID ********.
  
  Sincerely,
  
  ******* ****
  

  Business response

  10/15/2021

  Unfortunately, there was no one to address this matter earlier because there has been a shift in management recently. The company is restructuring after letting go of 70% of staff in March/April 2020 due to Covid19.
  
  That said, we would like to address this at this time and wonder if still possible to do so?
  
  This customer filed this complaint even though we reached out to her to resolve this. We even tried to refund her to resolve this matter, but we could not repay her the money requested because she opened a chargeback case. She was unaware of the process and our inability to process a refund once opening up a chargeback dispute. It is important to note that we WON THE CHARGEBACK DISPUTE. We have also offered her store credit, etc., instead of this refund, but we are literally unable to process it even though we attempted to do so.
  
  Our company policies are readily available and legible for all customers visiting our e-commerce store. This customer was unsatisfied with our policies after having placed her order and receiving the items.

  Customer response

  10/25/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Matta company has NEVER contacted me about my complaint nor offered any compensation by phone or email although I supplied them with both my phone, fax, and email.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  11/12/2021

  We responded to the initial complaint. It is our understanding that in response the customer claims she never received emails from us as we stated. However, there were at least 7 or 8 emails sent from Matta to this customer regarding this matter. We've attached 4 of the 7 emails here. Unfortunately this interface will not accept more than 4 attachments. Please let us know how we can send the additional email communications from Matta to this customer in order to further refute her claim and put an end to this. All of the email copies we are sending detail the truth of the matter and substantiate everything we have conveyed thus far. 

  Please let us know how to proceed and if anything else is needed to resolve this matter and put this behind us.

  Thank you! 

  Matta 

*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. ↩