MZ Wallace Reviews 28

So over the past several years I have purchased quite a few MZ Wallace products - for myself and as gifts. Recently I reached out to MZW about my cross body pouch that kept unbuckling and therefore falling off. (not good!). First off, they were very responsive which I appreciate. But after several back and forth emails I was told they could not help me (even after offering to pay to have it fixed!!!) They did offer to give me 20% off toward a future purchase, which I was not interested in. So now I am left with a cross body bag that is of no good to me. Very disappointed in finding out they will only help with a product if it was purchased within the past year. Well, unfortunately that is not when help is needed. Guess I'm off to find another brand to purchase!

Worst customer service experience. I never received the bag i ordered and they simply apologize for the inconvenience

Horrible customer service culture obviously from horrible founders Monica zwirner and Lucy Wallce Eustice. Bought a sling bag from a warehouse sale (still spent over $200). I received a dirty and obviously used bag with NO straps. They claim that warehouse sale is final even if it's used or missing all accessories. What am I to do with a bag without any straps??? They're not willing to do anything to correct the situation. This is nothing but a con job by 2 greedy founders. Will be taking legal actions.

Disappointed. Ordered my first MZ Wallace tote bag during their warehouse sale. I was thrilled to get one I liked at such a great price. A few days later I received an email stating my order was cancelled because they didn't have the inventory. When I responded asking it they had something comparable or an alternation option, they explained these things happen and this bad was not meant to have been part of the warehouse and there is nothing they could do about it. Not a great first experience to say the least.

It took me a month to receive the bag. Once I received it, it was defected with threads sticking out in multiple spots. I have contacted them, and they have sent me a return label. I have shipped the item over 9 days ago, and they are telling me that they have never received it. They are a complete mess!!!! I have ordered the bag in the beginning of Jan, and it's the end of March now, and I am still dealing with this problem. Joke of a company!!!!
Now April 12, I still haven't received my refund and that's 3 weeks since I got an email that the refund has been processed!!!!

I would not even give one star. Worst customer service. Clearly mentioned in their website that international return is approx $10-$20 however the actual return charge is 3 times the price. In some cases more than the price of the product itself. And the person on the phone was very rude and was not ready to help.

Very easy ordering, regular email status updates, and very fast delivery to the UK. Item arrived well packaged. Excellent customer service.

Lovely bags , however terrible customer service namely from an adviser called Nigeria . Have communicated with her through an online chat several times and she comes across as just rude . Had to ask for some assistance today about an issue with my latest bag ( tear in fabric) and she just stopped talking to me mid way after an automated negative response to my request .
Really surprised at how unhelpful they are as their bags are not cheap.