MZ Wallace Reviews

I'd strongly recommend staying away from this brand. Their customer service is terrible, they don't take responsibility for anything, and the quality is awful. My bag fell apart after just three months. Really let down by this experience.

Got a large Crosby lock crossbody in black about two months back and absolutely love wearing it daily. Hands down the best bag I've had for practicality and durability, with zero signs of damage or wear so far.

I originally bought my bag at Bloomingdale's because they've always had excellent customer service. That's changed now. My bag is just a few months old and needs repair work. When I reached out to both Bloomingdale's and MZ Wallace directly, neither would help. Turns out they only handle repairs for items bought directly from their site or a physical location, and there's no store near me. It's frustrating that I bought their latest design at a major retailer and still can't get support. Don't expect much quality for the price you're paying here.

I bought a Medium Metro Tote Deluxe in February 2024. Less than a year in and I've barely used it, maybe ten times total. A tear appeared right along the quilted seam line from normal everyday use. I own several other MZ Wallace Metro bags and backpacks that are way older and used much more, and they're perfectly fine. I contacted them with pictures of the damage. Their response? They said it wasn't a seam problem, called it normal wear and tear, and refused to fix it, replace it, or give my money back. The only thing they offered was a 20 to 30 percent discount on my next purchase, which doesn't solve the real problem: their bag failed way too soon at this price point and they won't stand behind it.

Really happy with the selection of bags and travel gear here. The colors and styles are nice, and everything is lightweight and super practical for everyday use. Shipping happened right away, and the customer service team was courteous, professional, and genuinely helpful. I'm recommending this brand to everyone I know!

I was hesitant after seeing mixed reviews online, but decided to give the Small Sutton Deluxe in Sweetheart Print a try and got a first-time buyer discount. Creating an account unlocked free UK shipping plus they covered all import taxes. My package showed up a day before the estimated delivery and I could follow its progress the whole way. The bag itself is adorable and actually fits more than I thought it would. People always compliment it when I'm out and about. The craftsmanship seems solid, which surprised me given some of the negative feedback here. Since I'm diabetic, I always carry my supplies, emergency snacks, and glucose drink, and the bag handles all of that without any problems. Planning to test it out on vacation next week. I liked my experience so much that I ordered two more items as gifts, and both had equally smooth checkout and arrived early again. Plus I got a free promotional gift with this latest purchase which was a nice bonus!

I spotted MZ Wallace bags at their shop in Soho and had a wonderful time there. The staff was friendly and helpful as I looked around. I ended up buying a small crossbody bag and loved it immediately. Months later back home, I decided to order a tote online. It showed up in just three days, was packed beautifully, and the quality is gorgeous. My experience with this brand has been completely different from what I'm reading from others.

They shipped me the wrong item and refused to fix the mistake.

If you're ordering from the UK, think very carefully first. The bag came and the quality was disappointing for what I paid. I'm in the middle of sending it back, but I have to pay to ship it myself back to America, which is annoying. Even though the bag was £199, they're only refunding £161, which I assume is related to taxes but I was never told about this upfront. Just to make matters worse, the return shipping actually cost me £30.09. Skip this company entirely if you can. They're not transparent at all about the true costs and you'll end up way out of pocket.

I used to work for this company. They constantly post wrong information on their site and social media, but never brief the customer service team about it before people start calling with questions. When we asked our managers for clarification, they wouldn't help us out. It's a frustrating place to work and the policies clearly don't prioritize customers. All they care about is profits and favoring certain people internally.