Review Time
This has been the most frustrating experience. I had scheduled an appointment with the service team and reached out the day before to postpone. They confirmed my request via email, and the technician assured me he could come later. After waiting for 5 days, the team canceled my order, took my money, and claimed I should have called 24 hours in advance. Their customer support is terrible. They should have informed me during my calls (which I made twice), or the technician should have communicated this. I never signed any agreement, nor were the terms explained to me. I'm considering legal action, and I suspect many others are facing similar issues.
I have been a loyal customer since late 2017, but the past year has been incredibly frustrating. Since November 16, 2025, I’ve been dealing with the same recurring issue related to model uploads, which the support team consistently labels as a “bug.” This problem affects new models repeatedly. The process follows a frustrating pattern: I upload a model, the issue arises, I wait 24–48 hours for a response, and receive a generic troubleshooting guide. After following the steps, support replies with, “This model was also affected by the bug, and it has now been fixed.” However, the issue is never truly resolved. Each new upload forces me to reach out for support again and wait another 24–48 hours. This is a continuous operational failure. Despite a high volume of negative reviews, the response remains a scripted apology: “We’re sorry to hear you’re facing this issue.” Apologies without solutions are pointless. As a professional, reliability, speed, and system stability are crucial. A “model-by-model fix” is not adequate. I am requesting: a permanent resolution, accountability, and faster support response times. Until these issues are addressed, I cannot recommend the company to professionals who rely on consistent performance.
I have been a loyal customer since late 2017, but the past year has been extremely disappointing. Since November 16, 2025, I have faced the same recurring issue with model uploads, which support continuously refers to as a “bug.” This problem is not isolated; it affects new models repeatedly. The process follows a frustrating pattern: I upload a model, the issue occurs, I wait 24–48 hours for a response, and receive a generic troubleshooting page. After following the steps, support responds with, “This model was also affected by the bug, and it has now been fixed.” However, the issue is never permanently resolved. Each new upload requires me to contact support again and wait another 24–48 hours. This is an ongoing operational failure. What concerns me most is the disconnect between customer feedback and action. Despite a high volume of negative reviews, the response remains a scripted apology: “We’re sorry to hear you’re experiencing this issue.” Apologies without resolution are meaningless. As a professional, reliability, speed, and system stability are critical. A “model-by-model fix” is not a solution. I am not seeking sympathy — I am asking for a permanent fix, accountability, and faster support response times. Until these issues are addressed, I cannot recommend the company to professionals who depend on consistent performance.
This company alters pricing and plans without prior confirmation or clear notice. Even more troubling, it is impossible to remove your payment card from their interface, allowing them to charge your card without your consent or prior warning. This feels intentional and highly unethical. If you value transparency and control over your payments, it’s best to avoid this company.
My customer service contact is fantastic; however, resolving financial or technical issues takes too long, and we often receive invoices with mistakes. The lack of flexibility in providing quotations for certain files without a fixed amount is inconvenient, as is the decision to apply the previous contract instead of creating a new one tailored to our specific needs.
Our experience purchasing floorplans was very smooth and professional. Communication was clear, delivery was timely, and the quality of the floorplans met our expectations. Overall, a reliable partner we would gladly work with again.
The team’s support has been exceptional — always quick to respond and flexible in scheduling meetings that work for everyone. They go the extra mile by checking in regularly, making me feel valued as a customer. Exceptional service all around.
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Matterport is the leading spatial data company focused on digitizing and indexing the built world. Our all-in-one 3D data platform enables anyone to turn a space into an accurate and immersive digital twin which can be used to design, build, operate, promote, and understand any space. Contact us to learn more: 1-888-993-8990.
