Matt & Nat

The company claims to care about animals and the environment but the same supposed concern is not shared for their customers. Their bags and shoes wear down in Canadian winters, the darker bags stain lighter clothing, and the covering material literally falls off and creates holes with wear and tear. The bags are definitely more durable but the shoes literally fall apart after a few wears. I contacted them to complain and they said We  truly apologize if our service did not meet your expectations

Probably take a pass on this bag. I loved the look but the buckle is broken and the metal is too rigid to bend back. I wasn't as diligent as I should have been in reporting this issue because- well, life. I reached out yesterday and requested a replacement strap (less than 30 days after my purchase) and was told they didn't have any in that color and suggested I take it to a shoe repair store (to fix on my own dime, of course) No thanks, I'll just take my money back.

Awful customer service. Took 6 months to get a replacement for a bag. They don't reply to emails for weeks. Gave them a 2nd chance bought a purse which I exchanged the same day and ended up with a gift card for the difference in price because they don't do refunds. And then that gift card can only be use in store not online!

The most appalling customer service experience I have had in a long while happened at this store. We called in to have the Reika bag put on hold, we walk in two hours later and not only was the wrong bag put on hold but in the mean time they sold the right one. This story is extremely long and not worth writing out for a review on google but what ensued there after was a series of miscommunications between staff members, lack of secure documentation of our personal credit card information, rude staff (that’s putting it lightly) and generally, legitimately the worst experience I’ve had in as long as I can remember in a retail environment. The situation ended with us being told that Matt and Nat was not at fault, even though the mistake their staff member made at the beginning was the entire cause of the issue. It is no longer about the bag (seriously; who cares), it’s about the sheer lack of professionalism, customer service and genuine desire to represent a brand well. I love Matt and Nat products, but this experience has turned me off entirely. I will never go back to this store location, and I’ll strongly consider ever making a purchase of their products again.

Quality of Matt & Nat items terrible which makes sense since this is a Canadian Company but their products are made in China. I was given a wallet as a gift but the zipper sticks which is difficult for my arthritic hands. Brought the wallet into the Rideau Store, though the staff were lovely, I was told that since this is an online purchase, I need to mail it back. After contacting the company, I was told it was final sale and can't return it. Basically Matt & Nat sold a dysfunctional wallet to an unsuspecting buyer knowing it was not returnable. Will not shop there!

If you want to purchase from their company online, don't bother and do not waste your time. Find a location nearby and go look/purchase in person.Their products are nice, but if you purchase online, you can only return via mail. In order to do that, you need to email them asking for a return label of some sort to start and get the process going... Once you send that email, you never hear from them, either for a few months, or never at all. They send you an email saying they are experiencing high volumes... Just take that as a you're stuck with your product until we say you can return it." Might as well sell the item yourself to make the money back.Very disappointed and I understand now why this supposed Canadian "luxury" company is struggling.They need to review their customer service skills and service put in place

Love the fact that everything they make is vegan and recycled, however their shoes and boots wear down SUPER FAST and they don't care about you after you have paid. My wife bought a couple pairs of shoes and boots here and the boots wore down after only about a month and they just said Oh well sorry

The sales ladies were exceptional. I looked, I tried, I didnt buy and they were so helpful and still so incredible even though I didnt end up buying anything.

Their bags are incredibly expensive, yet are terrible quality. The fake leather started ripping and pealing with a few months of use. They have a guarantee

I have never been so disappointed in a customer service, as I have with Mat & Nat. I really wanted to love this Canadian brand, but my recent experience with them not responding to a return for 6 weeks has been beyond dismaying. the only response I have received is an automated message stating they are dealing with high volumes and extremely apologetic". a 'boutique store' with 800 locations world wide needs to be more professional and better equipped to deal with volumes. 6 weeks and counting to process a return. and at this point I don't know how long it will take for the payment to be processed. I would NOT recommend this store