MATT & NAT Anmeldelser 

I had ordered a wallet. On receipt, I was surprised at how cheap the material looked, and the zip didn't close completely and looked different to the picture. A return label was not included and customer service did not respond to my enquiry about returning the item. I then saw on the website that I would have to pay for the shipping myself. As the shipping to me has already cost me €12, I will not send it back but sell it on eBay. It is not clear from the purchase that you have to pay for the return yourself. In this case, it is all the more annoying as the product does not meet the advertised standard. I'm really annoyed right now, also because Matt & Nat advertise with "vegan" material and thus implicitly with sustainability and that's just ******* greenwashing.

Poor poor customer service with the return policy for online buying. Receive a bag in gift for Xmas and cannot make an exchange in store even with proof of purchase online. It’s unconceivable in 2024

I was in a hurry when I ordered and just read “We offer a 30-day free returns” and only later when I wanted to return the product (which had a much worse fit than on the pictures) I saw that AFTER this completely (intentionally) misleading sentence, that there is another sentence that says the customer pays for returns. This is absolutely contradictory. What is the ‘free’ supposed to mean if it’s not free?

I received a wallet as a Christmas present. I've tried to get in contact with Matt & Nat to try and exchange it but have not heard back. The only means of getting in touch with them seems to be via an online form on their website (no live chat or phone number). It said I could expect a response within 3-5 business days and it's now been 8. Hugely disappointing customer service and now the wallet will go to waste. All I want to do is exchange it - I'm not even looking for my money back. Will avoid in future.

I am always looking for high-end vegan and sustainable clothing and it can be really hard to find something good on the market, so was delighted to stumble upon matt and nat. Usually i buy from Charles and Keith but as the whole range isnt Vegan I have always hoped to find similar products from an entirely vegan company.

I purchased the Avika boots in October, and since then have probably worn them 5 times max. They were something like £140 so i expected them to be good quality. When they arrived, I thought they looked great and was pretty sure I would become a local customer as there were a few other bits I had my eye on and I am bit addicted to a good pair of black boots..... I am so glad I waited before running to the website to spend another few hundreds of £.....

The sole has totally come clean off of one of one of the boots and the other has started to go. Embarrisingly this happened in the middle of the city during my work day, so couldnt have been more inconvinient. I am totally gutted, and really suprised at how bad the quality is. I thought, perhaps it is just one pair with no enough glue so have contacted customer services with photos and dates explaining the issue. I assumed they would get in touch quickly and arrange for a new pair to be sent to me, which would assure me they are a trustworthy brand, and chalk this down the 1 bad item.

it has been 9 days since my initial email and i have had no reply. it is so frustrating and just makes everything worse when this kind of thing happens and you have to spend more time chasing to get a resolution. It makes me worried that I have wasted my money and just sad that a vegan brand has come up so short.

If i don't get a good reply soon then safe to say they have lost a lot of custom and reccomendations from me, not that they will care, but hey ho, will stick to charles and ketih / vegan DM's in the future.

my take away line- really shocked a the boohoo /primark quality with tripple the price tag and no customer care.

Der Versand zu mir hat gut geklappt.
Ich habe das Produkt zurück geschickt und es ist angeblich nicht angekommen. Das erste Mal, dass mir so etwas passiert.

I ordered a single wallet as a gift for my younger sister, it arrived promptly and she loved the design. However, it arrived damaged and I contacted the brand for a replacement. They took awhile to reply, but this was over the holiday season so I was okay with it. I didn’t have to pay for the replacement or return shipping, which I’m glad about as the initial shipping was expensive ($20 for a $45 product, AUD). We received the replacement with little communication on their end, and unfortunately upon checking the same area of damage as the first product, the same damage reoccurred. The compartment is sealed with glue and this glue remained soft/unset - the hem pretty much slides apart as soon as you open the compartment. I contacted the brand again and with no discussion they chose to refund 15%, which I’m not pleased about. Ultimately, I won’t be purchasing from here again.

Great quality bag with great customer service. Bag arrived quicker than expected.

I received a damaged bag and requested a replacement. They took 5 business days to respond, asking me to mail it back with provided label. Ok, no problem. After I shipped it, I never got a notification that they acknowledged it or what the next steps were about getting the replacement. I emailed them inquiring. No response after 4 days so I sent another email letting them know that their customer service is unacceptable and that I would like a full refund instead of a replacement. 2 stars only because they responded to this quickly and I DID get a refund.

I have no feelings about this organization - I bought two items as gifts from a list I was given, and both went over well. When I made the purchase and had to do a refund/return, it went fine, although I had to email in to ask about the refund after several days of the return being received.

The quality is way worse than it used to be. My new bag got worn out after a month of a moderate usage. I have sent a compliant, but they haven't replied. The response time is 5 business days and now it has been 5 weeks without any reply. Call center doesn't take calls, nobody replies on Facebook and Instagram, they still publish ad posts though.

I ordered a bag from Matt and Nat as a Christmas present. They sent it to an incorrect address - not one I had provided. I contacted customer care asking for the bag to be delivered to the correct address/a refund. No response from customer care. Won't be ordering from them again and encourage others to avoid them too.

Poor quality. I bought two bags new direct from them and the printed logo was already chipped. Embarrassing really. The zips are cheap.

Terrible service, ordered a bag for a christmas gift, 10 working days later still no dispatch notification, emailed their customer service, no reply, messaged their social pages, no reply. 5 days later i started commenting on their socials and finally i got an email from CS advising the bag was no longer in stock and they would send me a refund, no option to choose a different item. Only have 2 stars as they did actually refund the money in a reasonable time. AVOID

9 days ago I sent an email to the company complaining about my awful experience with the boots I bought and I have not received any response yet. This is very disappointing and stressful because they don’t care about their products but less about the customers.
I am going to write again what I sent in my email:
I am writing to express my disappointment with my recent purchase of boots from Matt & Nat. This was my first order with your brand, and unfortunately, my experience has not lived up to the high expectations set by your online brand image and website. I received the boots at the end of September, and within a short period of two and a half months, I have encountered multiple issues that have left me extremely dissatisfied. Firstly, despite purchasing a size 37, the boots have expanded in size, impacting their fit and comfort. Additionally, I have noticed faults in the stitching area, further compromising the overall quality of the product. Most concerning is the discovery that the elastic panel is now broken and deteriorating after only minimal wear. As a customer who invested in these boots with the expectation of a long-lasting, quality product, I find it unacceptable that they have not even lasted a single season. This not only goes against the sustainability values I associate with your brand but is also a significant financial disappointment given the premium price I paid. Upon researching, I found similar complaints on Trustpilot, indicating that my experience is not isolated. I urge you to investigate these recurring issues promptly and provide a resolution.

No response to the above..

Im Vegan and Im always trying to spend my money with small vegan business. They state on they website that they are an ethical company. Unfortunately, I have not had as unethical treatment by Matt&Nat in my entire life.
I purchased beautiful white boots on Matt&Nat website on 15 November. By 27 November my order was not delivered.I reached out to them, but there was no response. I received boots on 29 November and tried them on to discover that I was able to get my foot in half way. My size is 39, I purchased boots size 40! Can you imagine what difference that I can not get the size 40 boots even half way over my foot!
I e-mailed on 29 November to inform the company that their sizes do not match what it says on the box and that I need to return them I requested a return label. I was sent e-mail with A4 explanation - that 1. I need to pay for the return label; 2. That they wont refund the delivery charge of £8; 3. Enormous length of codes and numbers to write on the return package.
I e-mailed the company to advise that that their terms and conditions are illegal, because according to the Contract Law customers are entitled for refund from the date of the receipt of the product for 14 days. Supplier must pay for the return label.
This company does not comply with the Law in the UK.

Do not support this company, they are unethical, unkind and operate in breach of the Law.

I have many different handbags and love the softer ones from previous years instead of the stiffer ones. Your website is very difficult to navigate on a phone or tablet. Strange loading process. Quality of handbags is great.

Disappointing. Bought a great backpack but after 10 months the bottom lining is wearing through where it rests against my back. I only wear it for 10 minutes to and from work, 3 days a week. After reporting the issue to customer services they said they wouldn't help.

I am a vegan, and I’m always looking to purchase ethical and vegan products. Unfortunately, I will not be buying Matt and Nat again.
I purchased rain boots in April 2023 to use in the fall. I started wearing them in Sept and within a few weeks a crack developed on the side. I emailed customer service for a replacement but they refused as I had passed the 3 month warrantee.
This is frustrating for 2 reasons. First I had only worn them for 1 month. And second, and more important, do they feel their boots only last 3 months!?
I won’t be buying Matt and Nat again, and will recommend against them to friends and family.