Last month I waxed rhapsodic about an online handbag vendor I found via ecofabulous, Matt & Nat. They are a Canadian company that makes vegan bags, and in some of the cutest styles you'll ever see.
The very day I wrote the post I ordered two bags. (That was on Christmas Eve, 12/24/07.)
Now, they did have a message on the site saying that due to the holiday crush, orders placed would take 2 weeks to arrive.
But tomorrow it will have been four weeks, and no bags. And the holiday crush was over about four weeks ago too, so i'm not sure what excuse there is.
Worse than that, they have no easy way identified to check order status, so I'm left emailing whatever email addresses I can find on their site and from the original order confirmation (none of which are identified as the place to go to check on orders, but I'm hoping someone can have mercy on me.) I have thus far emailed three times, with no response...not from their info@email address, their shopping@ email address, or even their onlinereturns@ email address.
The only phone number available for the store is in Montreal (no toll-free, unfortunately.) I called it once, got a phone tree recording, which mentioned the info@ email address, so given the tolls to call Canada, I decided to hang up and try email.
I guess my next step is calling that number again...which I can tell you from experience will cost me a lot of money. So yeah, I'm thrilled to be spending money, so they can have more of my money.
There's no purse I need this badly!
I love their style, but I need service too.
I often say that eco products need to be as fashionable and functional as non eco products if they want to make inroads past the converted into the mainstream. I guess I should add that companies that make eco products need to have just as good customer service too.
So, I wouldn't recommend shopping at Matt & Nat at this point. And that makes me feel sad.
I thought I was the only one that was irritated with Matt and Nat. My sister bought one of their handbags at a boutique, and I love her bag. She then went online and purchased another one 4 weeks ago, and I bought one a week after her. Like you, I wanted to know what the status of my purse is (holiday rush is way past being over) since they don't have a tracking system of any kind online. Like I told my sister that should have been a warning. My payment has been processed, and I can't get any answers either from them. I've e-mailed and called several times. This is really annoying, for such an animal conscious company, they should be more consumer conscious.
P.S. She hasn't received her online ordered bag as of yet either.>:|
Posted by: Another angry customer of Matt and Nat | January 25, 2008 at 09:17 PM
Yes, they charged me way back on 12/24. many places don't charge you until they ship, I should add.
I got another email reply...seemingly from someone who had no idea that the first person replied (See my other post on the subject) and they're still saying it should show up next week.
Never ordering form them again, though, that's for sure.
Posted by: Elisa Camahort | January 26, 2008 at 10:24 AM
Another unsatisfied customer here. I ordered a bag and wallet on 12/19/07. I gave it about 3 weeks and emailed them. About 10 days later I was sent a FedEx tracking number for my order. A few days later, I happily checked my tracking number and the package was delivered and signed for about 2000 miles away from me.
That was about 2 weeks ago. I followed up with them by email immediately, but have not heard back. In fact, I found your blog because I have been trying to track down a phone number as well.
It's too bad -- I love their bags and their ethos, but all I want now is a refund. :(
Posted by: Carla | January 29, 2008 at 11:23 AM
Initially, I too had the same complaint after my bag had not been delivered after a weeks. However when I did get in touch with a customer service representative at their Head Office, she was nothing but apologetic and explained the situation very thoroughly.
The delay is supposedly due to a combination of technical and logistical errors that they experienced over the past couple of weeks. They assured me that in February with the launch of their new and improved website there will be a much more efficient order processing system.
I have to say, in the past I have ordered online from matt & nat MANY times and ALWAYS had terrific customer service, prompt delivery and was very happy with the product.
I love their bags and I love what they stand for- I think I can oversee the temporary problems they are having for now; after all I am a true matt & nat fan and follower!
I mean, come on people cut them a little slack...Do you ever turn your back on a friend when they are experiencing problems??
I don't mind waiting the extra week or two this time around- i'll be that more excited when I receive it!
CAN'T wait to see their new site!!!
Posted by: Patty | January 31, 2008 at 08:29 AM
Well, see, they hadn't become my friend yet...this was my first order. Moreover, it sounds like they save their explanations and apologies for "friends" or at least regular customers. I got nothing like that, and I emailed four times by the end.
BTW: got my bags two days ago. They are damn cute.
Posted by: Elisa Camahort | January 31, 2008 at 08:46 AM
I was thrilled to find a thread about this. I am quite frustrated and my order has only been charged for 2 weeks now. But the fact that there is no way to track the status of an order, and no one to call regarding the order is preposterous and it's hard to forgive when this has been my only experience. And the phone number is not listed anywhere on the site that I can see- can someone tell me please what is the phone number? I really would like to speak with someone and find out the status. I was worried that I had been scammed or something but it seems that others are also having this problem. I would love to talk to a customer service person, and I don't plan on being rude in the slightest unless he or she is rude to me, which I doubt will happen. Can someone please post this elusive phone number in Montreal?
Thanks so much!
Posted by: Megan | January 31, 2008 at 12:40 PM
Does anybody know the phone number? on the web site you can find only the fax number and it is useless...
Posted by: kolobaxa | February 05, 2008 at 08:35 AM
I have called and email and now faxed them about 8 times.....i would NEVER again recommend matt and nat to any one i know. I've been waiting for 8 weeks now which is BS. I can understand if they are swampt with orders but on their behalf, it would only be appropriate to make a note of the HUGE delay on their website...right now im PISSED off! If they call me im gonna rip one of them a new ass hole! WARNING: DONT ORDER MATT AND NAT
Posted by: orders | February 08, 2008 at 02:48 PM
hey, if anyone is still looking for a matt and nat contact number, the only number i have is 514-388-2334; they are in montreal, and are in the eastern time zone. this number takes you to a phone tree, and if you wait long enough you get an answering machine to leave a message at the "beep."
on a side note...i *still* haven't received my bags yet, my sister got hers 2 weeks ago, (i ordered mine 6 days after her) and i am to say the least pissed. they are not returning my calls or e-mails. and as for a previous post of having contact from these people- what's your secret? i can't seem to get any response at all. i've even contemplated calling the canadian better business bureau because this is getting rediculous, they have had my money for 5 weeks, and i have not seen a bag or even an e-mail to say "hey, we're busy, but we'll get to you soon." i most definitely will not be ordering from them again- even if their bags are super cute and vegan friendly.
Posted by: Another angry customer of Matt and Nat | February 13, 2008 at 06:26 PM
okay, i just tried the number that i had (see previous post), and now you have to hit "0" to leave a message for them to call you back.
Posted by: Another angry customer of Matt and Nat | February 13, 2008 at 06:39 PM