MZ Wallace Reviews

I ordered a tote directly from their website and got a used bag with damage. I could tell it was used because the packaging was torn open and none of the zippers had their protective paper wrap. It was also scratched up like it had been dragged across concrete. They promised a replacement would ship right away. A week goes by and no tracking information or replacement. Customer service took forever to respond and when they did, felt like I was talking to automated systems. Not ordering from here again.

Really disappointed to see how many complaints there are about this brand. They market themselves as upscale and charge premium prices, but their service quality doesn't match that image at all. For what it's worth, I placed my first order and got a free gift with it, but wasn't happy with the bag itself, which was fabric instead of the leather I was looking for. I sent everything back, the bag and the gift, asking for a refund. The refund came through, but they deducted the gift's value, claiming I kept it. That's completely unfair and not true. I never wanted the gift in the first place. I'm upset they accused me without any evidence. Now I don't even know how to get my money back. The least I can do is warn others about how dishonest and disrespectful their treatment can be. The service is nowhere near the fancy image they try to project, and I'm telling everyone about it.

Awful. The bag tore after just two months and when I asked for a replacement or repair, they said no. For a pricey brand like this, the way they treated me was totally unacceptable. I won't be ordering from them again.

The site advertises free shipping on orders over $150, but when I went to checkout, it didn't apply even though my cart was around $266. I called to ask about it and was told the free shipping only kicks in if you make an account, which I didn't want to do. The customer service person was polite enough but didn't seem interested in working with me on this issue. Since they were charging me $10 for shipping after promising it free, I decided to cancel. If a company advertises free shipping, they should deliver on that promise.

I've been a loyal customer of MZ Wallace for years, buying bags for myself and as gifts. Recently I contacted them about my crossbody pouch because the buckle kept coming undone and the whole thing would fall off when I was wearing it, which was a safety issue. They responded quickly, which I appreciated. After going back and forth a bunch of times, they basically said they couldn't help me even though I offered to pay for the repair. They threw out a 20 percent discount for future purchases, but that's not what I needed. Now I'm stuck with a bag I can't actually use. I found out the hard way that they only assist with products bought within the past year, so by the time you need help, you're out of luck. Time to find a different brand.

Worst customer service I've experienced. I never got the bag I ordered and all they did was apologize for the inconvenience.

The customer service here is absolutely horrible. You can tell it's a reflection of the founders themselves. I grabbed a sling bag at a warehouse sale and still paid over $200 for it. When it arrived, it was dirty and clearly used, and it came with no straps. They're saying warehouse sale items are final sale no matter what condition they're in or what's missing. How am I supposed to use a bag without straps? They won't do anything about it. This feels like a straight-up scam. I'm looking into legal action against these two founders.

The wait for my bag took a full month. When it finally arrived, it was defective with loose threads popping out all over the place. I reached out and they gave me a return label, so I shipped it back. But now, nine days later, they're saying they never got it. This company is a total mess. I ordered this at the beginning of January and it's the end of March now with no resolution. Then April rolled around and I'm still waiting on my refund, nearly three weeks after they supposedly processed it. What a joke.

This deserves way less than one star. Customer service was the worst. Their website says international returns cost around $10 to $20, but the actual charge ended up being triple that, sometimes costing more than the product itself. The person I spoke with on the phone was rude and completely unhelpful.

The ordering process was smooth and hassle-free. I received regular email updates on my shipment status, and it arrived at my UK address incredibly quickly. The packaging was done really well and the bag was in perfect condition. Customer service was excellent throughout.