Complaints

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.

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Hello my name is ******, i bought my wife mcm tracy wallet in chain cognac color a couple years ago. I went to the MCM ***** location last year to request repair for lockage. They are telling me they have to send the Wallet to ** to get it fixed. and it will cost to repair and will take a couple of weeks. I have agreed to get it fixed in Oct of 2024. Ever since i did not get any response from them I have called them every month but they keep telling me the part has not arrived yet... so i have asked them to return the merchandise back... I'm filing a claim and requesting compensation on this issue. hope to hear from you soon

• Initial Complaint

  Date:12/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 am writing to file a formal complaint against MCM’s poor handling of my recent order and the unprofessional behavior of their customer service representative. On December 18, 2024, I placed a pickup order for a Christmas gift for my son. The item was listed as “in stock,” but the order was abruptly canceled the same day. I reordered the item on December 19, 2024, opting for complimentary shipping with an expected delivery date of December 24, 2024. On December 22, I received a shipping confirmation email, but the tracking information did not provide clear details until December 24, when the estimated delivery date was updated to December 26, 2024. This delay disrupted my plans as I am leaving the country on December 26 and will not return until after the new year. To address the issue, I contacted ***** to reschedule the delivery or arrange for pickup at a ***** location. However, ***** informed me that the sender (MCM) needed to make these changes due to a signature requirement. I then called MCM and spoke with a representative named Xavier, who was dismissive and unhelpful throughout the conversation. Despite explaining my situation and requesting solutions, such as placing the package on hold or arranging a pickup, Xavier repeatedly stated that the shipper would make three delivery attempts and that the package would eventually be returned to MCM. This was not a resolution to my problem. When I requested to speak with a supervisor, Xavier first claimed he was the supervisor, then contradicted himself by stating no supervisor was available. He instructed me to hang up and call back if I wished to speak with someone else. Additionally, Xavier refused to provide identifying credentials when I asked for them to file this complaint. This experience has been deeply disappointing, and I believe it reflects poorly on MCM’s commitment to customer service.

• Initial Complaint

  Date:12/07/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 visited the MCM Store Jul 26, 2024. The goal was to purchase another bag, due to the distance I took the Patricia Wallet with me. To discuss severely tarnished hardware. The Manager told me they would send the handbag to their repair company, and they would reach out with quote prior to repair. I was contacted on , or around Aug 2, 2024 quoted amount $130. I agree to pay the amount, and awaited the return of my handbag. I called the store in Oct to inquire and was told my the bag was back. i drove to the store to retrieve. The bag looked horrible, as agreed by store consultant. As we begin comparing handbag to the newer ones in store opted to leaved the handbag in store due to the alteration. I have went back in forth with the with store, as well as customer service. Store Rep called me on 11/25/2024 to inform me they would repair using in house Chain and claps, and or render a new bag. Then I received a call on 11/26/2024, by the same rep informing me I could take the handbag as is, or they would put the old hardware back on, and ship the bag to me at no cost. I felt this was very unprofessional. MCM took possession of my bag Jul 26, and I still don’t have. They have alter my bag, and have no plans on following through a countermeasure. I have begged this brand to offer corrective action for two months. Sent pictures to merchant email.

• Initial Complaint

  Date:03/27/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 March 1, 2024, I used a 10% discount that I received from the website after signing up for emails. I ordered the reversible *** shopper in visetos (Cognac color in medium). It is stated on their website within the description for the purse that it includes a zip pouch for the inside of the purse. My package arrived on March 5, 2024. I opened my package immediately and checked through the whole thing, the zip pouch for inside the purse was not included. The package did not contain everything I paid for. I immediately called the number listed on my invoice and explained the problem. The representative started by stating that they could not find the invoice number matching my information and then provided someone else's name and said it matched my invoice number. The representative was clearly incorrect. I reassured them that my information is correct and then after a few minutes of them looking into it, they returned to the line and admitted that they were having problems with their system. They said to send pictures and I did exactly as instructed. I even asked if they wanted me to send more detailed pictures and they said no just basic pictures of the outside of box and inside of package with my invoice in the picture is fine. I asked if they wanted a picture of the inside of the bag and they said no, they did not need it. We exchanged numerous emails over multiple days and they were not willing to correct the matter. I proposed mailing my missing pouch or just returning the package for my money back. I mentioned checking the weights on my package and comparing to another order of the same product because a third party shipped and would be unbiased. The weights would differ. I mentioned checking their own cameras at their packing facility. I mentioned many ways to verify that the zip pouch was never included. I asked them to mail the pouch, refund my money, or provide a correct return shipping label. They have done neither. I still do not have what I paid for.

• Initial Complaint

  Date:03/03/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  MCM calls me at the least 7 times a day 7 days a week. From multiple area codes, some 1800 numbers. I have even been threatened with “you better take this call or you will end up in court”. Today 3/3 is the first time they have called on a Sunday. This will not stop. I am aware of my rights and that this debt was sold to them. They have no proof of the correct amount. I want to be not be contacted further, proof of the debt and removed from my credit report.

• Initial Complaint

  Date:01/30/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 must say I'm truly surprise to see so many reviews here re: MCM as I have always valued them as a trusted brand UNTIL NOW. On 12/30/2023 I purchased a few items from MCM including a hoodie sweater M sweater was on sale , I recvd items on 01/04/2024 when I opened package I realized upon eye sight that the sweater was entirely too small. I emailed MCM on 1/05 requesting a exchange for XL. After several attempts and no response I called on 01/07/2024spoke to a rep she told me that MCM does not do exchanges and she provided me with a return label. Confident in MCM I repurchased the sweater at retail price in XL on 1/10. On 1/12 I repackage the return item in the clear plastic and original box sent to me enclosing receipt and highlighted the item. Dropped off at UPS STORE I tracked the package and it was delivered to the warehouse on 1/16/2024. On 1/30/24 at 750pm i received an email stating that my return was denied and sent back b/c of the condition. I immediately sent an email regarding my unsettling concerns. I f/u with a phone call today 1/30 asking for an explanation of this unworn untried on item. To basically be told that its nothing they can do. They stated that it didn't pass some quality test. When I asked for details as to what made it not pass they stated that it wasn't a reason stated . I told them that I already repurchased the sweater in the size I needed with assumption that my original sweater would be returned due to it being too small and my money would be credited. My mistaken b/c they just chalk it up to some unexplainable QC test and said you're on the hook for the sweater that I cant even wear. To think that a BRAND is so egotistical that they don't have to document the reason why item is not returnable is appalling. We are not talking about cheap merchandise here. I request a warehouse investigation- where they do QC I was told they would call me back 24-48 hours and to also beware that the do not overturn these decisions

• Initial Complaint

  Date:12/26/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 2 orders for the holiday one order ********* and ********* The first order was delivered to the wrong address per the ups tracking number ****************** the proof of delivery photo on the site proves it’s not my house . I have yet to receive a refund and have been getting the run around and even been required to obtain a police report which I filed ************ all for a delivery persons mistake . The second order was missing the bathing suit which was purchased for a vacation which they still haven’t replaced or refunded stating they had to confirm with the store who packaged the order in it’s been almost 30 days. All the while a total amount of around 1500 dollars and still no resolve in sight . It’s no way I should have to be a victim to a luxury brand retailer

• Initial Complaint

  Date:12/22/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 pocket for my wife’s Christmas on 12/08/2023. The pocketbook was delivered to the wrong address by fault of MCM because in order for them to process my order they need my full address which is also my billing address and as the purchase was approved means they had all my address information The pocketbook was delivered even though there was no street name only the number 18 by UPS. When I got the email saying it was delivered with proof of delivery (picture) I realized that this was wrong so I filed a claim with UPS. I then contacted MCM who told me to cancel my claim because they had to file it themselves. So I did that. Now 2 weeks later I still haven’t received my refund or the pocketbook or heard anything from MCM or UPS about the matter

• Initial Complaint

  Date:12/20/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Took an hour to get hold of customer service who told me their system is not set up for cancellations of any order. ****** can’t cancel a loan that MCM has not processed yet, and MCM won’t cancel or refuse a loan that they have not accepted yet. They told me I have to pay and get the order, then return it even though they order is not processed or paid for yet.

• Initial Complaint

  Date:12/07/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  they advertise on the site that new email accounts will receive a 10% discount however mines did not work. the code is ********************** . i tried using it today.they are false advertising to get people on the email list. the advertisement does not specify reg. priced or sale priced it says 10% off first order. all i want is a 10% off any item coupon.