MZ Wallace in
New York (NY)

I purchased a Magnet Large Metro Travel Tote for $357, and the dust bag was missing from my order. When I contacted customer service, I expected at least a polite and understanding response. Instead, I received a reply that felt rude, dismissive, and borderline argumentative, with no apology and no effort to help. What makes this experience especially upsetting is how minor the issue actually was. We’re talking about a $5 dust bag on a $357 purchase. Rather than showing goodwill or basic courtesy, customer service chose to argue policy instead. That response made me feel completely unvalued as a customer. I’ve shopped with MZ Wallace many times before, which makes this even more disappointing. For a brand that presents itself as premium, this level of customer care over such a small concern is unacceptable. Unfortunately, this interaction has seriously damaged my trust in the brand, and I don’t plan to shop here again.

I was on the fence about which bag to buy but Tony was amazingly patient. He knew which bag I needed and when I thought I had decided on a color, he brought out one more because he knew I would like it better. He was completely unrushed despite there being other customers in the store but he constantly checked on everyone to make sure they felt taken care of. Just really exceptional service and I’m so glad I visited the store in person. I will absolutely go back and get Tony’s opinion on my next bag.

I had a truly fabulous experience at the Crosby Street store and bought a tote and backpack. I am totally loving both. The store manager is responsible for the enjoyable and satisfying experience that I had. He was exceedingly knowledgable, patient, involved and helpful. I had looked at the website in advance of visiting the store but, in the end, didn't buy the bags that I had in mind to purchase. This was because the manager helped me to discern which bags would best suit my needs and my height (just under 5'. I remain exceeedingly grateful to him for helping me make the choices that I have enjoyed so much. I could not have had a better experience and can't wait to go back to the store to both see the manager and buy another amazing MCWallace bag. I'm hooked on both!

Tony is the absolute best!! I’m not one to write reviews, but had an amazing experience here. Gotta give an extra special shoutout to Tony who was SO helpful, kind, great energy & vibes — all the things. Totally made the shopping experience. Great helpful opinions & assistance — just above & beyond overall. Plus handled all types of customers with the utmost respect (deserving or otherwise ?). Would 100% recommend & go as far as to say would make a point to visit this store again on my returns to NYC — and not many stores make that list/distinction!

I honestly didn’t look at the reviews before visiting and met Tony, the Asst Store Manager and now understand why he helps make the experience. He’s knowledgable, down to earth, and I had a blast just chatting with him about product. Highly recommend visiting this location and looking for Tony if you’re interested or curious in the brand.

This was my first visit to MZ Wallace in Soho, and I had an outstanding experience thanks to Tony, the assistant store manager. He was incredibly professional, patient, and attentive. Even with other customers in the store, he never rushed me — instead, he took the time to walk me through each bag, explaining the compartments and features with care. His calm, thoughtful approach and attention to detail made the experience feel personal and seamless. His company should know how lucky they are to have him!

The flagship MZ Wallace Store in SOHO, NYC is fabulous! Tony, the sales associate was extremely helpful during my visit. I came into the store on September 9th looking for a new MZ Wallace book bag because the one I purchased over 10 years ago needed a new friend. I looked at all of the options that were available and Tony helped me narrow down my choices based on my daily needs. He literally pulled out every color that the book bags came in which made things even more difficult when it came time to choosing a color. Tony was extremely patient during the entire process and I ended up walking out with a beautiful camouflage Metro Backpack Deluxe…my new favorite back pack, and a really cute bag charm. Tony was such a knowledgeable, down-to-earth and kind sales associate. I appreciated all of the assistance that he gave me and other customers as they walked into the store. I will be coming back for the Large Metro Tote II…see you soon Tony!

Tony was an exceptional sales person, and gave Gave us numerous options with all the selections you have in the store. It was friendly was welcoming, and most of all he was extremely kind. We loved our experience and we will come again.

MZ Wallace on Crosby Street is the kind of store you want to stroll into after lunch with the girls on any given afternoon. The moment you walk in you’re greeted gently at the door. You walk into an airy, pleasingly lit space, more like an opulent beautiful hotel lobby than a handbag store. In it, Tony stands out not only by his hight but also with his unpretentious friendly manner, helpfulness, and knowledge not only about the items on the shelves but also about what’s on the horizon for the brand. The experience shopping there invites one back. I will definitely be back, and I would highly recommend MZ Wallace in SoHo.

I had such a wonderful experience at the MZ Wallace store! I happened to be nearby and rushed over right before closing, but I arrived two minutes late. I made a sad face in the window and Tony saw my disappointment and kindly let me in and helped me purchase the bag I had been eyeing for a while. I really appreciated the extra kindness and great customer service—it made my day. Thank you, Tony, for going above and beyond!

First time purchasing an MZ WALLACE item today & Tony was absolutely amazing helping me! The man walked me through the sizes, different colors and details of all the backpacks! The service was 10/10

I LOVE coming to this store. Every time I come in, everyone is so helpful. It’s also such a clean, nice space to shop. And the selection is awesome. This particular time, Tony helped me and I appreciated his insights into the next right bag for me.

Hooray, just bought my new Black Box Crossbody Bag at the MZ Wallace on Crosby Street. Saw a couple of the new crossbody bags online, but wasn’t sure about the size i.e. f it was big enough for everything I currently keep in my Parker Crossbody. Called the store and guy (who I later found out to be Tony) said they did have a black one in stock— And he said yes, the Black Box would accommodate a book and water bottle and all my other necessities. I didn’t ask him to, but was very relieved to find that when I showed up, Tony had put the black Black Box Crossbody behind the counter for me. He was very patient and lovely. The store is gorgeous and has a fantastic collection of all the MZ Wallace colors and styles. Very happy with my new MZ Wallace Bag— lovely NYC shopping experience of a lovely NYC brand.

Tony and Lauren were absolutely fantastic! They made my shopping experience truly enjoyable. Both were incredibly kind, patient, and knowledgeable. I was feeling unsure about which bags to choose as gifts for two faculty members at my son’s school, but their guidance—and the thoughtful way the bags were displayed—made it easy for me to explore my options up close. What really stood out was the exceptional level of customer service. It was refreshing to see such genuine care and teamwork. Not only did they help me, but I also watched them support one another while assisting other customers with the same positive energy. And let’s not forget the friendly security guard who added to the welcoming atmosphere. Thanks again—I’ll definitely be back soon to treat myself to a bag or two! M.Reyes

Tony’s service is truly unmatched. He was incredibly informative, patient, and professional throughout the entire process. I especially appreciated how knowledgeable he was about each bag I inquired about—it made my final decision feel well-informed and worthwhile. Highly recommend coming in person to make your purchase!

Loved the store! I usually buy my MZ Wallace online but so glad I went into the store In Soho. They have a really great selection and the display is like a museum. Really beautiful. And Tony helped me out to find the right bag or two. He was honest, supportive, and not pushy. Very helpful and helped me feel really good about my purchase. I love MZ Wallace bags — so versatile and stylish. They fit in so many different environments where I live full-time to the city where I travel to often to even fancy formal events.

My first purchase at the MZ Wallace store today over the phone at the New York City location was exceptional and outstanding because of Tony's warm personality, charming and great charisma. He was enthusiastic, attentive, very knowledgeable and helpful. You can tell he genuinely loves his job and customers. I highly recommend him for whatever purchases you may have. He was a pleasure and a joy to shop with and I look forward to future purchases with him.

Had a fantastic experience at MZ Wallace! The team was incredibly helpful with assisting me with a return and guiding me through purchasing a new item. Special shoutout to Tony! He was warm, welcoming, and truly attentive throughout our visit. His kindness and excellent service made the whole process seamless and enjoyable. Thank you for such a great shopping experience! I’ll definitely be back. :)

Still love MZ Wallace after many many years! I keep saying I don’t need any other bags but then MZ Wallace comes up with another beautiful and functional style! I particularly love the SoHo store. It’s beautifully lit and well organized. Lauren and Tony are so helpful in the best ways possible - knowledgeable, not pushy, and kind - they make shopping fun! I had emailed in advance to see if a particular bag was available. Lauren responded quickly and I was able to pop in to the store a few days later to take a look. Can’t wait to enjoy my new purchase!

My sister, daughter, and I shopped last week and had the best customer service and experience! Tony gave us suggestions and knows the product so well! He helped me pick the perfect crossbody sling in an exclusive leather. We left with the perfect memento - an MZ Wallace NYC Red Apple purse charm. I will definitely follow up by shopping online and visit again next time I’m in NYC!

My sister, niece and I visited the store on Crosby St. in New York this week. What a great experience. I am a huge fan of the brand and now I’m even more so. Assistant Manager Tony was a delight. He was attentive but not pushy. He was friendly and accommodating. We spent some time picking new bags for each of us plus some accessories. The store is beautiful, neat and fun. If I could buy all of my MZ Wallace from this store I sure would!

If zero or negative stars were available, I would choose that rating in this case. Buyer Beware! MZ Wallace does not stand by its products. I just received the Black Bowery Crossbody bag that I ordered. Unlike the online photo, the bag I received had several creases in the front of the bag as well as several in the back of the bag, including one very noticeable indentation running across the back. Please see photos. When I tried to return or exchange this item at the Crosby Street store today, the Assistant Manager, Tony, said that it is company policy not to accept returns or exchanges of this item because it was on final sale. Having a final sale policy does not provide carte blanche for a company to provide sub-par, defective products to its customers. I can understand not accepting a return on final sale if the customer simply changed her mind. However, this is a case of a defective product that should be accepted as a return. It is shocking to me that MZ Wallace would try to push off all of its defective, sub-par products on its customers under the guise of a final sale policy. I had been a loyal MZ Wallace customer for many years, spending thousands of dollars on their bags. However, this experience has soured me on MZ Wallace, and I will no longer purchase items from MZ Wallace, as the quality of the products has diminished in recent years, and the customer service is severely lacking.

I was excited when I got an email regarding your sale. I had missed the one in July 2023. I went on line at 10:00a.m. sharp and checked out the bags that were being offered. I had been looking at the Chelsea Shoulder in Moss, but did not purchase it before the sale because several reviews complained about the color being too yellow. When I saw that it was offered at 50% off, I immediately ordered it The order was confirmed in the afternoon the same day I placed it. It is now Tuesday and I just received the bag. The color is not too yellow, it is a softened mix of army and olive green which is exactly the color bag I was looking for. I would like to have received the duster cover, but the sale specifically said that it would not be included.. Overall, I am very pleased with the bag and look forward to using it. This is my third MZ Wallace bag. My first two have taken me everywhere. They are very good for travel as they hold up very well while looking classic and holding a ton of stuff that I have picked up along the way. Thank you.

I bought the mushroom/Pearl empire tote 2 1/2 weeks ago after three days the mushroom color transferred onto the white accents I tried to carefully wash it off it did not come clean when I emailed customer service they said it was normal wear and tear… After three days? the bag looks dirty it's unusable and they will not give me a replacement or take a return I should've bought it from Neiman Marcus or Nordstrom because MZ Wallace itself has horrible customer service and apparently low quality bags as of recent

I’ve been a customer for a while but now I can see that they do not care about customer service and will not help you with repairs. The quality of the bags are cheap, which makes them rip and peel very soon after you buy them. I have 2 metro totes, woven box crossbody, fanny pack, metro scout deluxe, travel bags, and other bags from mz wallace. YET they won’t help with ONE repair… I reached out to customer care because my Metro tote started to peel in many areas. They said they were not able to repair it because I purchased it just a bit over a year ago. It started to peel very quickly after I purchased it because of the poor quality. Update: customer care mentioned that they would offer me a 20% price adjustment for an item I purchased last week and to work directly with the Soho store. When I called the Soho store, Tony was unable to help me and said this wasnt possible.

Tony Paris and Lauren are incredible! I was soooo happy with the conversation as well as the product knowledge. I couldn’t recommend coming into the Crosby location enough. Thank you team, yall were great and I can’t wait to gift the bag :)

I received a Metro backpack in Magnet color as a gift from my husband in March of 2023, and unfortunately, my experience has been far from satisfactory. I already owned a bag from MZ Wallace and loved, but the backpack is nothing like my old bag. The fabric on the backpack is alarmingly thin, resulting in unexpected tears and holes. Despite minimal use for less than a year, the backpack is showing signs of wear and tear all over the bag that are simply unacceptable. Unfortunately the backpack is unwearable and unrepairable after 10 months of light use. My attempts to address these issues with customer service have been met with disappointment. They refused to acknowledge the apparent quality issues, and offered me 20% for next purchase, but I am not waisting my money in this brand ever again. It's disheartening to see a brand that I once trusted fall short on both product quality and customer support. I expected a premium product for the price paid, and unfortunately, the reality has been a far cry from that expectation. I am deeply disappointed in the lack of responsibility taken by both customer service and the brand for their product. Based on my experience, I cannot recommend this brand to others and would advise against investing in a product that doesn't stand the test of time and lacks the support of its brand.