MZ WallaceReviews of mzwallace.com

I will never purchase from MZ Wallace again. This has been, without exaggeration, one of the worst customer service experiences I have had with any premium brand. I purchased an expensive bag that failed on its very first outing. The mechanical clasp broke, leaving the bag effectively unusable. A product at this price point should not suffer a fundamental hardware failure after a single use, and when it does, I would expect the company to take immediate ownership of the problem. Instead, the customer service experience has compounded my disappointment in the product itself. Premium pricing creates an expectation of premium quality and, when something goes wrong, premium customer care. In my experience, MZ Wallace has delivered neither. I would strongly caution anyone considering one of their bags against purchasing a design that relies on a mechanical clasp. More broadly, based on the way this issue has been handled, I cannot recommend the brand at all. MZ Wallace has lost me as a customer permanently, and I will not hesitate to share my experience with others considering spending this kind of money on one of their products.

I’ve been a longtime MZ Wallace customer and own several of their bags, which makes this experience particularly disappointing. One of my cosmetic bags developed two holes despite minimal use and otherwise being in excellent condition. When I contacted customer service, I received conflicting explanations and weeks of back-and-forth emails. Initially, I was told the holes were normal wear and tear. Then, after reviewing my photos, a representative confirmed in writing that the damage was “not common or normal performance for the materials” and acknowledged that I had not caused it. When I requested a refund, a supervisor suddenly suggested the fabric had melted from “extreme heat exposure,” something the bag had never been exposed to. After I challenged this, the supervisor admitted it was merely a possibility based on the photos. Despite these contradictory explanations, MZ Wallace refused to issue a refund, offering only store credit, which I eventually accepted to avoid wasting more time. For a brand known for its quality and premium pricing, I expected far better durability and customer service. Unfortunately, this experience has completely changed my confidence in MZ Wallace. After years as a loyal customer, I’ll be shopping elsewhere.

I’m a long time client .. I own 6 of their bags, but that stops today. Their customer service is beyond horrid and to be perfectly honest their bags are absolutely nowhere worth the money. They bait and switch their customers with promos that they don’t follow through on.

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 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.

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.