MZ Wallace Avis 28

I would strongly advise against buying from this brand. Horrible customer service, zero accountability, and very poor quality. My bag lasted only three months. Extremely disappointing.

I bought a large Crosby lock crossbody about 2 months ago in black and I love it and wear it everyday. So far, best bag I’ve ever owned in terms of functionality and not showing signs of wear and tear.

I bought my handbag at Bloomingdale’s because in the past they have the best reputation for customer service. Not anymore! My bag is 3-4 months old and needs a repair. Bloomingdale’s will not assist nor will MZ Wallace directly. They will only repair if bought from their website or store which does not exist in Orlando therefore I bought one of their newest designs at Bloomingdale’s! Beware the quality is inferior and not worth the price!

I purchased a Medium Metro Tote Deluxe from MZ Wallace in February 2024. The bag is less than one year old and has been used fewer than ten times.

A rip developed along the quilted seam/quilting line under normal, ordinary use. I own multiple MZ Wallace Metro bags and backpacks that are significantly older and have seen far more wear, and I have never experienced this issue with any of those products.

I contacted MZ Wallace and provided photos. After review, the company stated that the damage was “not a seam,” classified it as normal wear and tear, and refused to repair, replace, or refund the bag. The only resolution offered was a 20–30% discount toward a future purchase, which does not address the issue of a prematurely failing product and shifts the burden back to the customer.

This complaint is not about receiving a discount. It is about the quality and durability of a bag at this price point failing within its first year and the company’s refusal to stand behind its product.

Worst customer service!! Would never buy a bag again from this Company. Bags don’t last and customer service doesn’t stand behind their product.

Great bags and travel accessories.
A nice choice of colors and models, very light and practical items.
Immediate shipment.
Very kind, professional and helpful customer service.
I will recommend both the company and their fantastic bags!

Having read the reviews on here I was concerned over placing an order but absolutely loved the Small Sutton Deluxe in the Sweetheart Print so took a risk, got discount on first purchase and if you create/sign in to an account it is free delivery to the UK and they cover all the import fees. Item arrived 1 day ahead of the date I was given and could track the whole journey so I knew where the package was at any given point. Bag when it arrived is very cute and bigger than expected, I love it and get loads of comments when using it. Appears to be well made (again a difference in some opinions on here) I carry a lot around in my bag as am diabetic so I always have my kits, some sweets and glucose drink for emergencies and the bag handles it well. Am going to take away on holiday next week to give it a full try.

I have since ordered a further 2 items as presents and had to same smooth transaction and again delivered a day ahead of schedule When placing this order I received a free gift as part of a promotion (which I’m keeping 😀)

I first saw MZ Wallace bags in the Soho shop in NYC. Great shop, friendly helpful service. I had a good browse around and bought a small crossbody bag. Was delighted with it. Back in London and 6 months later I decided to order a tote online. It arrived in 3 days, was carefully packaged and is of lovely quality. My experience of MZ Wallace is different to others.

If I could, I would give no stars. Worst customer service I have ever experienced. I splurged on a MZW bag and it has multiple tears after a few days of light use. When I contacted customer service, I was told there was nothing they could do because it was “regular” wear and tear. Hardly! What a waste of money! Clearly not a sustainable brand either.

Sent Wrong Item; MZ Wallace Would Not Fix It

I bought the Metro Duffle and it literally fell apart after a few uses. Their customer service was dismissive and unhelpful. The bags look pretty but they’re terrible and cheap quality and fall apart. And customer service is nonexistent. NEVER buying this brand ever again.

Uk buyers beware!
The bag arrived, not as expected really poor quality for the money.
I’m in the process of returning it.
However, I have to return at my own expense back to America!
Not only that , though the bag was £199.00 they will only refund £161.00 I presume this is taxes, I was not made aware of this when purchasing.

Please think twice before you buy anything from this company.

Ps… just got home from the post office, it’s actually cost £30.09 to return this bag back to the company.

I would say.. definitely do not touch this company, talk about being stung! Ouch!
Shame on them for not being transparent and stating the facts when you purchase!

It doesn’t get worse than this! Alecia from customer service refused to repair a bag I received last year because it was a gift and I didn’t have the receipt. She was very patronizing and rude. The bag is garbage quality. I used it for like 3 days and the handle fell off. I’m currently filing a complaint with BBB

Horrible customer experience - especially a waste of time trying to get anything resolved with Gesaria. After spending over $1,000 she has done ZERO to make my experience better. All she can do is re-iterate rigid rules. I spent y over $750 on my first purchase and could not choose to include a dust bag. She said I need to notify for the next order and they would one with my next order. I placed another order and I only got the dust bag for the current order.

Stop hiring horrible ppl who do not value or understand customer experience. Also, stop trying to pretend you are a high end brand when your policies are super cheap!!! How is it not possible, after bother to waste even more time with emailing back and forth with Gessria to not receive an extra dust bag for the two items with the first order????

What a cheap brand experience!!!

Super dissatisfied client. Not proton wear any of my MZ Wallace items anywhere….and it absolutely cheapened my birthday’ perk experience.

I worked here. They make mistakes on the website and social media all the time and dont tell customer care workers about it until customers called in to ask questions.
We were told to ask our managers what we dont understand or know but when we asked, they dont help.
Awful place and the company policies dont treat customers well. Only care about the money and their friends.

I ordered a tote bag direct from MZ Wallace website. I rec'd a used and damaged bag. I know it was used b/c the plastic was torn and none of the zipper pulls were wrapped in paper. It was also scratched as if someone dragged it on cement. I was told a replacement would be 'expedited'. One week later and still no tracking#, no replacement. Days in between emails and calls w/customer service. They are like talking to robots. Won't buy again.

So sad to see how many wrong reviews MZ Wallace has... Especially because this brand is trying to convey a "high segment" look and feel by selling expensive items, however the quality of their services is inversely proportional. Conclusion: it will not last, it's just matter of time.
My personal experience is the following: I recently placed my first order and received a gift with it. However I wasn't pleased with the bag I purchased (it was fabric and I expected leather). So I returned it, gift included and requested for a refund. I was refunded, however, the value of the gift was deducted and I was told that it is so because I kept the gift !! I am unfairly accused here !! I did not keep the gift, I was never interested into it. I find it too easy to accuse someone without any proof !! It's too easy and dishonest !! I don't know how to proceed to obtain compensation though... So the least I can do is warn people about the dishonest, unfair treatment this brand is able to provide. The quality of services of MZ Wallace is so disapointing, so disrespectful, it's far far behind the image MZ Wallace is trying to vehicle and I will propagate this message wherever I can.

Terrible . Ripped after two months and they refused to replace or repair . This bag is an expensive company and it was unacceptable customer service . I will not be buy from Mz Wallace again .

They advertise free shipping with a purchase of 150$ or more. When checking out, the free shipping was not applied, although my order was around 266$. Called Customer Service and was told that shipping is only free when creating an account, which I did not want to do. Customer Service Representative was polite, but not interested in resolving the issue. I cancelled my order because of a shipping charge of 10$. When a company promises free shipping, they should honor it...

The customer service of this company is terrible. I do not understand how more people are not upset. NO exchanges and a 21 day return policy. How can you give this product as a gift when by the time you get it and give it you are outside the window. Your recipient better like it, and you better not buy in advance.
Not to mention there is no willingness to help.