Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, this is a complaint for Matouk..I do not wish to say this but the order came damaged and it had to be returned of which I still have not received the refund We were so disappointed and I was in so much frustration I returned order R717903646 and it came damaged. The box was torn and it was soaked inside I returned the items but still I have waited..and no refund for the items which is very saddening I would just want a refund for this order because of the horrible experience and the fact that the items came damaged, I returned them with the prepaid label and I have to reorder them

  Business Response

  Date: 05/23/2025

  Good Morning, 

  Our apologies for the unexpected delay to the refund and the initial damage packaged.  Typically, when a package arrives damaged, and a customer reaches out to us regarding the damage package we ask for some images of the damage to record the issue and file a claim with ***** and offer a replacement to the customer for any damaged items. As we were not informed of the damaged package until a return label was created, (the return comment just says Damage but does not elaborate), we did not know of the issue and could not provide the proper replacement as we would normally do. 

  To date we have not yet received the items back, and thus the refund has not yet been processed.  Refunds are processed within 5 business days once the package is received.  The original return label that was created for this return was unable to be delivered by ***** due to multiple labels being placed on the same package. This is the return label created via our online portal.  

  Here is a link to the tracking to confirm that it has not been delivered *****************************************************************************************

  However, via a chat conversation on our website yesterday a new tracking number was provided which also has not yet been delivered.  I have attached that transcript and linked the tracking information below as well. 

  *************************************************************************************************************

  Per the tracking on this order as well it has not yet been delivered.  As of 5/22 at 11:35am our agent ********* reached out via email to provide an update that our receiving department has been alerted to look for the package to be delivered and we are requesting a refund as soon as possible.

  To follow up because ***** has not been able to locate either package, we have requested a refund in advance of the products arriving, and will let the customer know via email once that is processed. If the package does not arrive we will be filing a lost package claim with ***** as well.  

  If there are any questions at all, I'll be happy to help at *****************************************************************.  Our offices are closed on the weekends and on Memorial Day on Monday, but our team members will be happy to respond upon their return on Tuesday.

  Warmest Regards, 

  *******

  Customer Answer

  Date: 05/23/2025

  Hello, I will wait for the refund to be processed before I close out this response, thank you very much 

  Regards,

  Enwei M

   

   

  Business Response

  Date: 05/27/2025

  The refund for order R717903646 was processed on Friday, May 23rd at 4:29pm Eastern. I have attached the automated email sent, as well as the follow up that I personally sent a few minutes later to ensure that the information was provided.  Additionally, we spoke on the phone at 4:34pm Eastern where I confirmed that finance had just processed the refund. 

  As you can see noted on the return confirmation it may take 7-10 business days for the funds to return to the account. This varies depending on the bank or credit card company as to when it shows back up on the statement. Due to the holiday weekend, the funds will likely post early next week. 

  If there are any additional questions, please contact *************************************** and we will be happy to assist.

• Initial Complaint

  Date:10/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am emailing to report an issue with Matouk. I returned my order R581444958 and am supposed to receive a refund for my order, but I still have not received my refund.. I am emailing so that the return can be processed

  Business Response

  Date: 10/07/2024

  The customer processed a return for her ************************** order ********** using our self service returns portal. The return label was ***** tracking number ************ which was shipped on 10/2 and delivered to our ********** facility on 10/4. Refunds are processed within 5 business days of receiving the items, as they need to be counted and confirmed by our finance team. The customer reached out via phone, chat and email on 10/4 and was told by multiple associates that the refund would be processed within 5 business days. This morning, once again we provided confirmation that the refund was being processed this week no later than Thursday 10/10 by 5pm. All of the staff members that the customer have spoken to have requested a rush refund so we do expect to have this completed and processed sooner than Thursday. To be fully transparent with our returns process we do include language on our returns FAQ section to notify how long the returns process takes between the package being received and the refund being processed. ********************************************************************** Should you like any additional screenshots regarding correspondence, please let me know and I will be happy to provide them.

  Customer Answer

  Date: 10/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  

  Thank you, I have mention before to disregard the expedition, it is mentioned in the chat.. thank u very much :)
  
  Regards,
  
  ****** ***** Sahinn N

• Initial Complaint

  Date:11/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a number of linen products from Matouk on October 1st, including an M074 Ceylon Satin Stitch Full/Queen Duvet Cover for $270.72. Within a couple of weeks, one of the ties on the duvet cover ripped off, leaving a hole in the cover. I drove to Matouk's store (an hour drive from our apartment) on November 5th and asked if they could replace the cover due to the damage. They said they could re-stitch the cover, but they could not replace the cover because it was part of "normal wear and tear." I found this unlikely since the cover started breaking down within weeks of purchase. Moreover, a repaired cover would take several days and would not return the cover in the new condition we had expected from the original purchase. Everyone at the factory was polite, but we would like to receive a replacement duvet for the damaged duvet cover.

  Customer Answer

  Date: 11/29/2022

  I have not heard from the business in response to my complaint and I had already reached out to them previously on their contact us page on their website with no response as well. 

  Business Response

  Date: 12/29/2022

  **** my name is *********************** and I'm calling in response to case number ********, This is regarding the duvet cover that was faulty when our team offer to repair as a standard we do have a right to repair first and then replace that the item is an error or if it doesn't meet satisfaction with our our warranty period. I'm in this case and naturally wanted to satisfy our customer. So we did move forward with the replacement order. I did reach out to our customer Mr. ******************* and we submitted a new place an order and it is shipping out. So on our end this case is been resolved and closed.