“I orderd a pair of boots on their homepage. Shipping was fast and easy, but as I opened the box I realized that they changed the style of the boots. The shape of the sole is different, the angle of heel to sole is rounded, instead of 90° and some more things; major changes which change the complete style of the boots. The newer (or older?) version of the boots, which I received, look like diving shoes. And I absolutely don't like how they look.
I photo documented all of the things that are different from the boots depicted on their homepage. I asked them to let me return the shoes and to send me the ones I ordered.
They told me to return them, but I am supposed to pay the shipping costs and I already paid the delivery costs for them to send me a wrong product.
Shipping costs in total around 30 Euros for nothing. They ignored the photos I provided and the fact that the shoes are different.The photos of the product on their site are absolutely misleading and I would have not ordered the product in the first place if they had provided photos of the real product!
Edit: they replied that they checked the photos and they insist that there is no difference. This is the worst experience I ever had with online shopping in my whole life!”
“J'ai reçu le mauvais sac (mauvaise forme et mauvaise couleur). J'ai du payer des frais de douanes (plus de 30.- pour la Suisse).
J'ai contacté Matt&Natt, ils m'ont renvoyé le bon sac en m'assurant que je n'aurais pas de frais supplémentaires. Or, j'ai à nouveau eu plus de 30.- de frais de douane. Lorsque j'ai, à nouveau, contacté Matt&Nat, je n'ai eu aucune réponse. Je les ai recontacté 2 fois, mais toujours rien.”
“Beware.
Do NOT buy from Matt and Nat.
I ordered an 80.00 sweater in a medium (I wear a medium) and it arrived yesterday. It is soooo small. I contacted customer service asking to exchange it. I was told they do not offer exchanges or returns when the item is on sale.
Very poor customer service. Do not buy from this company. BUYER BEWARE !!!!”
“Buyer Beware! I purchased my first Matt & Nat bag about 6 years ago and loved it. I recently purchased my second Drew cross body bag. My second bag has developed a weird white mark over the closure magnet within a few weeks of use (maybe 1 month). I tried wiping it clean with warm water but it seems to be an issue with the finish. I contacted customer care and was told that I could send the bag back for a replacement.
Today I received the following from customer care: "We have received the item back at our warehouse, upon checking our inventory we do not have the DREWLG in stock in the color BLACK. We do apologize for this. We kindly ask to choose another color for your replacement. Please note, warranties are not eligible for refunds or store credit, as per our company policy we can only replace the item."
The only colors available are dragon fruit, marigold, pistachio and pecan. None of which go with my wardrobe...so why should I have to compromise and pay for a product that I didn't order/want?
My reply to customer care: "I'll take pecan. However, I would like to point out that paying for an item in the color I wanted that turned out to be flawed and being offered another color that is not what I wanted instead of a refund is pretty poor customer service. Now I'll have a bag that doesn't go well with my wardrobe. It's kind of like being held hostage. I've paid you for a product and been told sorry that this turned out to be substandard, but you paid us, so suck it up and take what we have and be happy about it - no choice. That is terrible. I have to say that I will probably not order from Matt & Nat again. I would appreciate you forwarding this to a supervisor in the hopes of providing more satisfaction to other customers in the future. I plan to write reviews on several platforms to advise other customers about the policy - Buyer Beware!"”
“I bought a bag from them and it broke on the 3rd use. I was sent a replacement and it arrived damaged in 2 places. Customer service has been terrible and just ignore some of your queries. A lot of wasted time emailing and returning items with nothing to show for it. Save your time and money and avoid”
“I own a purse, a belt, a pair of sandals and boots from Matt and Nat. The purse being my first purchase, from years ago, is still going strong. The belt is okay, the sandals broke at the toe edge (repaired with silicone but still appearant), and my boots being my lastest purchase, they kinda suck. The top is chipping away and there is no way to repair it. Too bad since they are confortable.
However, please check out many websites like GoodOnYou, they are not as ecofriendly as they brand it! Shady business practices!”
“Wonderful products with an excellent company ethos. Vegan leather goods that look great and last as long (if not longer than) traditional leather all whilst recycling plastic, what more could a girl need?”
“Excellent company, great bags, really well made and very high quality. Love, love, love!!
Ordered a few times now and always good service and delivery via DPD. Best of all everything is vegan. Thanks”
