MATT & NAT Anmeldelser 

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!"

Crap product. Started peeling before I even got to use it. Contacted the returns department repeatedly. They will not send me a warehouse address to return the item although their email states I can return it under their warranty policy. Do not buy from this company.

Sent me a filthy bag with dirt marks and hand prints all over it. I had to wait 6 weeks for a replacement and the replacement that arrived was the exact same dirty bag but with extra damage. Disgraceful to take so much money from people and deliver them faulty items and refuse to get back to them.

Love love love your product! Also, I made a mistake when ordering by bag and you solved my problem promptly!! I can not be more satisfied !!!

Bestellung kam zügig an, dass man den Rückversand selber trägt, ja ok. Blöd aber, wenn‘s dann in ein anderes Land geht und das 3-fache kostet. Vor allem für Schuhe, die laut Website, meiner Größe entsprechen sollen, dann aber leider winzig ausfallen.
Erste und letzte Bestellung.

I order a bag twice with Matt and Nat euroshop. Delivery was fast and uneventful. But most of all, I have never had a bag that stayed beautiful for so long, it’s really good quality. I use it everyday and it has still maintained its colours so well, almost no damages at all!! Really impressed.

Defective bag and poor customer service. I bought another bag from you and I reached out to customer service for warranty they replied initially saying they’d come to a solution but then two months later they still haven’t replied. Sucks because I want to like their stuff for the quality but it seems pretty cheap.

Bought a purse which developed splits on either side of the closing flap within a few months of use. Returned using their warranty claims process and Royal Mail, and I had to chase up as they never contacted me despite the parcel being with them for almost one month.

Customer emails are not signed off by a person, and tell you to wait before contacting them, making me feel like they have zero interest in customer care and in resolving issues with their products. I am still fighting for a replacement or refund, and have zero confidence in them wanting to do what is right for the customer.

I have bought a couple of bags from this company and I find their styling and colours really great. Unfortunately due to normal wear and tear each have broken but unlike bags of a similar price range they are not made of materials that last and so each have had to be thrown away. Very disappointing and I won't be buying again as I want a bag that can be re-sown if it breaks.

I bought this bag in Canada, and unfortunately, it got damaged. Thankfully, it had a one-year warranty. There were some rules stating that I needed to bring it into a store to make a claim. However, since I live in the UK and couldn't go to the store in Canada, they sent me a new bag after working with the warehouse team. Their warranty service was excellent and very helpful to customers.

I would not purchase from this company. I bought a bag and it broke on the 3rd use. When I contacted them the bag was out of stock. I got sent another model as a replacement and it arrived damaged. There has been a lot of back and forth and a lot of my queries are just ignored. I buy online a lot and have a number of bags. This is the worst experience I've had and one of the worst quality products I've received. Save your money and avoid.

I purchased a wallet from this website, but when I received it, the dimensions were substantially larger than what was listed online. When I reached out to their customer support, they repeatedly denied that the measurements were inaccurate, and when I supplied irrefutable evidence, they claimed that "sizing issues" were not covered by their return policy. I'd interpret "sizing issues" to apply to more ambiguous things like shoe sizes. But measurement in inches that was 20% larger than what was listed on the website is a very cut and dry issue in my mind. On top of all of that, the people I corresponded with over email were quite rude.

Great bag! Looks amazing. Would be so much more functional with a laptop sleeve and another inside compartment.

I treated myself to a bag from matt and nat, as they aren't cheap. the strap broke and I discovered it was held together by staples. I contacted them about it but it was out of the year warranty (I'd only used it a few times because I only wore it for special occasions). I haven't heard back since. extremely disappointing.

I ordered items worth 100 GBP. The parcel got stolen, so I never received my items. This is not Matt & Nat's fault, but Royal Mails (delivering it on the wrong day and leaving it outside the house). However, I am extremely disappointed with their customer service.
When I contacted them, they just told me it was not their fault, referring to their terms & conditions. After trying multiple times, they finally agreed to submit a claim with Royal Mail. Never heard anything again and ended up submitting a chargeback with Amex (still not solved today).

They didn't show any empathy, nor were they actively trying to help me. I invested 100 GBP in those items which is a lot of money to simply not care. Will never buy there again.

I have bought product from them multiple times. The product are of good quality, and I’ve been happy with them.
Unfortunately the last time I ordered I received the bag in a wrong colour. I ordered a bag in the colour chocolate, but received it in the colour moon.
I wrote to them to tell that the bag I received was not the same colour as I ordered. Their response was that I could return it, but I’d have to pay for the return myself, plus tracking of the package.

Terrible customer service. Slow to reply, expensive delivery costs and they make returns very difficult.
I liked the products but wouldn’t use them again

I like the idea of three envelopes but the purse is too wide and heavy. I wish I had been able to see in person first. Also shipping is very expensive. I’d like to hear about how the shipping might be more sustainable since it’s at a premium.

Ordered a bag for my wife but it isnt big enough for her needs. I would like to return it but there is no return info in the parcel and no return information online. The website tells you to email care@ but no reply nearly 3 weeks on. I have tried making contact via various social media channels but no reply. Awful customer service in the UK and now am left with a bag that we have no use for.

Online shopping experience and shipping was fine. But I was quite disappointed in the product. It feels really cheap and I am not a fan of the material. I understand it is vegan but I expected more for that price. I would not buy Matt and Natt products again.