Svetlans M

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| map-marker Middletown, Pennsylvania

Bag breakage

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Matt and Nat - Bag breakage
Matt and Nat - Bag breakage - Image 2
The loops for the strap came off after a day of using the bag.The bag strap doesn't fit.ruined my vacation
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Loss:
$50
Pros:
  • Beautiful
Cons:
  • Loops for the strap immediately came off
Francis F Ljm

Cannot get in contact with customer service

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I bought some shoes that fit too big. I want to exchanges them for a smaller size but I havent gotten a response! Ive sent 5 emails and nothing!
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Loss:
$180
Cons:
  • No customer service

Preferred solution: Full refund

User's recommendation: Do not buy

Chelsea W Wom
map-marker Gilbert, Arizona

They are crooks!

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Backpack I purchased was defective. Took me weeks to get ahold of someone. Finally got a return postage approval. Sent it, 6 weeks later no one has e mailed me back and I send them an e mail everyday. I am basically out 200.00 dollars. No phone number on line. I am calling my bank next to see if they can help. Run from these people!
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Loss:
$160

Preferred solution: Deliver product or service ordered

User's recommendation: DO NOT BUY FROM THIS COMPANY!

1 comment
Guest

Totally agree. I have sent back a pair of boots two weeks ago, zero acknowledgement to say they have received them although I know they have with a signed copy of parcel tracking.

£100 out of pocket.

My bank say I have to wait 28 days before they get involved so hoping they can claw money back in two weeks. DO NOT BUY FROM MATT AND NAT.

Vanessa J Ozc

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Verified Reviewer

Returns

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I have been emailing over a week now to process a return sent well over 5 emails and nobody has responded and you can't speak to anyone nor can their stores help online customers. This is brutal customer service. I will NEVER order from them again regardless of their quality of product. Do not order online you never will be able to speak to anyone if you have issues and maybe never have anyone respond to you like my experience.
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Loss:
$260
Cons:
  • No response for returns

Preferred solution: Full refund

User's recommendation: Do not order online

Vanessa J Ozc

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Verified Reviewer
| map-marker Edmonton, Alberta

Return

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I have been emailing daily about a return I need to process. Nobody has responded, you can't speak to anyone and the stores don't deal with online purchases. Sarcastic I will NEVER buy their product again.
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User's recommendation: Don't buy online

Jacqueline C Fti

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Verified Reviewer

Money taken. Goods not shipped. Zero customer care.

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Placed an order which I need for a pre-Christmas; birthday gift. I've spent £270 on a bag which still hasn't been shipped. I cannot find a phone number for Matt & Nat and although I've emailed customer care several times, with increasing levels of urgency, I have not so much as received an automated response. All in all, I feel ripped off. I am going to contact my credit card company and file a no-goods-delivered report. I will certainly not be spreading the good news about Matt & Nat anytime soon!! Avoid.
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Loss:
$270

Preferred solution: Deliver product or service ordered

User's recommendation: Avoid.

Sue R Zgh

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Verified Reviewer

VERY UNHAPPY WITH THIS COMPANY

I ordered an item from the UK website in good faith. Received it. Doesn't fit. Want to return it but getting no response whatsoever from their so-called customer service. Have so far sent 6 emails and heard nothing back. DO NOT BUY FROM THIS COMPANY. They violate consumer rights.
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Loss:
$50
Cons:
  • Dreadful service

Preferred solution: Full refund

User's recommendation: Do not buy online

Anonymous

Price adjustment or return

Hi there, I still havent heard back from you. Please get back to me. Thanks, Claudia Hi, I just received an email that my order has been shipped. Please get back to me about the issue below. If I wont hear back from you I will reject the delivery. Thank you. Best regards, Claudia Hey there, I ordered the backpack below today and within hours it was put on sale for 104 instead of 160. Therefore please either adjust my order to the reduced price or cancel it completely. I am referring to the terms and conditions on your website: Price adjustments are permitted only when an item has been marked down on our website. Matt & Nat offers a one (1) time price adjustment if an item is marked down within 24 hours of the purchase date and your request is made in this period. This excludes items purchased in following conditions: FINAL SALE or with a Promotional/Discount Code. To receive a price adjustment for eligible items, please email us with your order number at care@***.com. Once a price adjustment has been applied the item is final sale and cannot be returned/exchanged. Thank you. Best regards Claudia
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Anonymous
map-marker Chapel Hill, North Carolina

Despicable customer service

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purchased a purse on 11/27/2021. This was a Christmas gift. On 12/27/2021 I emailed care@***t to request a return/exchange for the larger purse. Now, 6 emails later, I have NEVER HEARD BACK. Terrible customer service.
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Aimee W Rxi

Bought Terrible Quality Bag and Warranty Was Impossible

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Bought a $200 bag. The warranty covered for wear and tear for a year. The strap was tattered in less than a year. After trying to exchange it they would only let me exchange it for a price less than what I bought it for. It wasnt the same color online. After emailing them they said they would honor the difference in price with store credit. I bought a pair of shoes that were too bug and they wouldnt honor the store credit after buying. DO NOT BUY FROM HERE! Terrible customer service. Would never buy again
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Loss:
$235

Preferred solution: Full refund

User's recommendation: Don’t buy from here

Kim S Hgl

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Verified Reviewer
| map-marker Regina, Saskatchewan

Mat and Nat Brave Dwell Backpack

I was gifted the Mat and Nat Brave Dwell Backpack for XMas In 2019 **** I believe and the zipper is pulling away from the seam. The store it was purchased at is no longer in business. Please advise where it should be sent for repair.
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Preferred solution: A repair to the Mat and Nat Brave Dwell Backpack

Catherine G Yfq

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Verified Reviewer

Will not respond to emails so can't return defective items

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Matt and Nat requires you to email them to return any item, but they have not responded to my emails from 1/1/21 and 1/12/21 (as of 1/24/21), therefore I have no way to return the items. It is absurd that this is their return process and yet they can't bother to respond to the emails. I bought the webbersm wallet and it is defective - the zipper is very hard to pull.
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Loss:
$130

Preferred solution: Full refund

User's recommendation: Do not buy unless you know you will not return

Anonymous
map-marker Washington, District Of Columbia

Company will not respond to emails to return items

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Matt and Nat's return process requires that you email them so that they can tell you where to send your return. I emailed them twice - on 1/1 and 1/12 - and have yet to receive a response as of 1/22. Now I have no way to return these wallets! Note, these are the webbersm wallets - I do not recommend because the zipper is extremely difficult to pull and gets stuck.
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User's recommendation: Do not buy Matt and Nat unless you know you won't have to return!

Anonymous
map-marker Parksville, British Columbia

Matt and Nat charged for service that was not received

Matt and Nat website stated that my order would be processed within 24 - 36 hours, it took over 50 hours to process the order. I paid $58 to have the package shipped overnight air delivery. The package was sent ground delivery from teh other side of the country. I paid for overnight express to have the package overnight......I did not chose the FREE ground shipping that takes over a week to arrive! I hav etold them to refund my shipping costs sicne I did not get the service I paid for! Not impressed with the service from Matt and Nat. They do not return phone calls or email.
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3 comments
Guest

I completely agree. They are absolutely brutal at customer service.

I too placed three orders with them and NEVER received one, although I was charged every time and the last time I actually had to call them and ask them to refund me when my package hadn't arrived one month after ordering. When I finally got in touch, they claimed to be out of stock and then it took 2 weeks and multiple phone calls to get my money refunded.

They also failed to reply to most of my email inquiries. I will not attempt to purchase anything from them again.

Guest

I agree, Matt and Nat = worst customer service ever. Three bags ordered, on three separate occasions and I NEVER received any of them....trying to find out the status of my order, let alone get a refund was a gigantic hassle and they did absolutely nothing to help. I will never buy their products again.

Guest

try getting through to them during a SALE. impossible!

and, the shipping delays are ridiculous -- i've been waiting over two weeks for my order to leave their warehouse.

but, my credit card was charged as soon as i place my order. beautiful products, horrible, HORRIBLE customer service.

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