Matt & Nat Reviews

Consistent with many other reviewers here, my experience with Matt and Nat in terms of product quality, pricing, and customer service have been abysmal.
Shoes - I purchased a pair of flats from M&N and it is evident that the quality is not good. Insoles have very little padding and the bottom is just a slab of plastic. Very little effort to improve the comfort in any regard.
Bag - I initially purchased the Gloria satchel in the brown from them but upon receipt I can see there is a very clear crease right across the bag. I was instructed to "steam" the bag but there is no way I'd be able to return the bag for warranty if that were the case so I was reluctant to do so. I was also unhappy with the way the folds were creating distracting and unattractive creases in the sides. After discussing with the customer service rep, I was able to initiate an exchange for the bag. The exchange process took more than a month and eventually the rep reached out to tell me the bag is out of stock..... Okay fine - give me a refund then. But apparently returns are not a part of the policy. This seemed to be one of the situations that would warrant an exception. Instead they offered me the bag in a different colour. After back and forth and eventually giving in for fear that I would end up with no product at all, and be out a hundred bucks - I chose the same bag in the green colour. After another while, I get the bag but somehow the bag is in worse shape than the initial bag I received. The green is a completely different shade than what was shown on the pictures, and the reason being that the colour had completely dried out. It looks like the bag sat on a heater for consecutive winters in Canada. White creases steaming all across the bag. I emailed the customer service team again, attached photo evidence, and received no response.
Overall the experience was stressful and unrewarding. M&N charges very high prices for products that do not deliver quality. Worse is that the customer service does not attempt to remedy the experienced dissatisfactions at all. I can only assume this is due to the volume of complaints they must receive on a daily basis. I will not be purchasing from this store again which is unfortunate because I really did like their designs.

Low quality products. Purchased the same sunglasses three times (didnt know warranty covered them until the third time). They broke in the same spot after two wears each time. CHEAP CHEAP CHEAP. Customer service wont give me a refund but will provide me with a replacement after i send them mine.
I dont want a replacement and shoukdnt have to wait. Just awful

Would give no stars if possible - never received order and customer service is awful asked for refund not had it or my bag wish I had read reviews before purchase have now had to open a dispute to get my cash back please avoid

My bag is falling apart while I am walking.
The quality is truly bad! The plastic is peeling already and the hook that holds the strap goes loose and my bag goes strait to the ground. My cross bag is just a few months old. I contacted matt and nat and I didn't even got a reply. I am very disappointed and telling everyone I know about this awful company.

I recently ordered boots from Matt & Nat - my first order with them, and what a disappointment as I had high expectations from their online brand image and website :(
Unfortunately I was unhappy with the quality of Matt & Nats' boots when they arrived. You can see the glue in the stitching area where the elastic side panelling is on the boots, which makes them look cheap and doesn't reassure you they're well manufactured. It might not bother some people, but it bothered me.
To make matters worse, they don't offer free returns (pretty uncompetitive nowadays) and despite me requesting it multiple times have refused to cover the costs of sending the shoes back for a refund. This is despite my only reason for sending the boots back being their product quality!
Their response when I asked them to cover the costs of returning the boots was to reel off their default returns policy:
"you are responsible for returning your item at your own expense as per our return policy and the shipping fees are not refundable". The most they would offer was an exchange, which I'm not interested in given the issue is with the design quality of the product.
Avoid this brand - in the UK you are much better looking at Will's Vegan Shoes, who offer great service when you need them and seem better quality. Matt & Nats' low rating on here is an accurate one. What a shame, as I had high hopes and quite liked the bag that came in the same order!! But their customer service level is not competitive with other brands out there and you pay for it when things go wrong. :(

Honestly the worst customer service I’ve ever received. You’d think that when ordering direct from a “reputable” company, returns and refunds would be simple and customer service would be excellent - Nope; the complete opposite.
The return process is dated and confusing. It makes no sense how such a large company can be so ‘behind the times’ with processing a return. You have to email them (no phone number). Days and days will go by before you get an email back. You then have to wait for them to send you another email (with a RA) where you have to print a return shipping label. They state they are not responsible for any returns lost or damaged in the mail which is ridiculous because as a company they should have insurance for such things. You also have to pay for shipping to return your item, which is disappointing. Most clothing companies do not charge return shipping if you’re not satisfied with your item.
Once they receive your returned item at their warehouse (make sure to keep your tracking number) good luck trying to get your refund. You basically have to hound them by sending repeat emails for weeks to try and get the issue resolved.
I was so frustrated by my experience with their customer service that I will never buy any of their products again; direct or through a local shop.
When searching to see if others had this issue with refunds/service (so many negative reviews on their service) I came across their reviews on Glassdoor. It also seems like they treat their employees like crap so another reason not to support M&N again.

Terrible customer service. Ordered handbag and noticed price dropped the next day so requested partial refund, was told abruptly this was against their policy so I requested to cancel order as bag hadn’t been dispatched yet, with the intention of rebuying at lower price. Request to cancel was ignored. Bag arrived and strap was faulty with loose messy stitching. I requested to refund and had to chase for response which was again snippy and unfriendly when eventually received. Was told courier would collect but heard nothing further so had to chase again. Weeks later I had email from courier with different company name and no returns label/address provided, bag was collected as thankfully driver was able to print label. Still no follow up from customer services and refund still pending. Really disappointed!

I dont even want to give it one star. This company is shocking to deal with.
Order took over 2 weeks to arrive, returned the item but after a month I still have not received a refund.
Customer service take days to respond or ignore you.
Steer well clear!

In September I made my first Matt and Nat purchase. I bough a wonderful purse which I have been very happy with. I also bought these sunglasses. The problem is, I bought the sunglasses in September and did not wear them until my trip to Costa Rica in December. After I wore them a couple times I noticed that the glasses had cracked at the screw on the top. Imagine my disappointment when the glasses I had bought had already cracked after only wearing them a couple times. I tried to glue them so it wouldn’t get worse. After wearing them a couple more times I noticed a second crack at the nose piece where another screw was. After wearing my new Matt and Nat glasses possibly 6 times, they had two cracks. This is a huge design flaw! When I returned from my trip at the end of January I wrote Matt and Nat customer service to let them know and see if they would stand behind their product. The quick answer was NO! There is a three month warranty on glasses and because I was outside of that they were not going to do anything. The Matt and Nat rep was not interested in circumstances and did not want to consider that there was a very big design flaw. I typically stay quiet about bad service but this time I am pretty disappointed in the fact that Matt and Nat will not stand behind their product. The purchase of my purse and glasses were my first and last purchase from Matt and Nat.

Bought a jacket, had to returned it because of an imperfection . Customer service is horrible, they don’t answer the phone at all, emails you have to send few before they can answer you. Return jacket since the beginning of January. Still waiting for my refund.

I love the products. The faux leather is very soft and has a high quality aesthetic. Shoes are great in addition to the bags and belts. If I was to make any suggestions, the trench coats could have the quality improved. Had to return the beige one I bought which felt like plastic and had loose threads everywhere. In addition, their products are produced in China which isn't great... Overall however I love that they are vegan and have plenty product options. I have bought plenty and will continue to buy from them. Its handy that they have bags, belts, shoes and coats so you can buy all of them in one place and match items together easily.

Absolutely terrible.
I purchased an item from a local store and ended up returning it and received store credit. Note that the store credit they issue if you purchase from a store can be used ONLY at that physical store, only at that specific location.
A few months into Covid the local store shut down and closed indefinitely.
I contacted Matt and Nat customer service to get help on the situation and they responded to my initial email, asking about which store closed down.
Once I responded, radio silence. Nothing. I have followed up with four emails and still haven't received a response.
Their products can be nice. Although I did have a wallet that lasted only about 1.5 years and the vegan leather started to crack along the edges. But that's unrelated to the main issue of absolutely terrible customer service.
I would suggest that if you want to buy a Matt and Nat product, buy it from a retailer like Zappos, who has amazing customer service.
DO NOT BUY FROM MATT AND NAT DIRECTLY/ON THEIR WEBSITE. BUY ELSEWHERE.
Or lose all of your money you spend with them.