Reviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
93 reviews
from
External reviews are not included in the AWS star rating for the product.
Once a Trusted Platform—Now a Risk to My Business and Clients
What do you like best about the product?
Initially, I liked the sleek 3D tours and the “dollhouse” view, which gave a luxury feel to my property listings. It made it easier to impress sellers and agents. The visual appeal was one of the main reasons I chose Matterport in the beginning.
What do you dislike about the product?
Where do I begin? From AI-generated floor plans with glaring inaccuracies to missing key features like built-in fixtures—even when everything on my end was labeled and scanned perfectly. Their billing system attempted to charge my card over 200 times in just a few days, totalling more than $80,000 in failed charges. I had to lock my account, order a new card, and lost access to my business capital for several days.
Customer service is nearly impossible to reach, and when I did finally get someone, I was gaslit into believing it was my bank’s fault—even though the charges were clearly being initiated by Matterport. No accountability, no clear answers, and certainly no resolution.
As a longtime client, it’s disheartening to see a once-reliable platform fall apart this way. I’ve transitioned to iGUIDE, and I deeply regret staying with Matterport as long as I did.
Customer service is nearly impossible to reach, and when I did finally get someone, I was gaslit into believing it was my bank’s fault—even though the charges were clearly being initiated by Matterport. No accountability, no clear answers, and certainly no resolution.
As a longtime client, it’s disheartening to see a once-reliable platform fall apart this way. I’ve transitioned to iGUIDE, and I deeply regret staying with Matterport as long as I did.
What problems is the product solving and how is that benefiting you?
At one point, Matterport helped me offer immersive 3D virtual tours for real estate listings. It allowed potential buyers to explore properties remotely, which was especially helpful during COVID and for out-of-town clients. Unfortunately, the platform has become so unreliable—with billing errors and AI-driven inaccuracies—that the benefits have been outweighed by the ongoing risks and damage to my business reputation.
I have used this company for a decade and their customer service is worse by the day.
What do you like best about the product?
Gets the job done... barely... and with a few extra dollars. Easy to learn.
What do you dislike about the product?
Customer Service is absolute garbage. Over a decade of using them. They are the Frontier Airlines of photography tech. Upload failures constantly and doesn't integrate unless you are willing to spend more until you have their over-priced top tier to do a simple scan job.
What problems is the product solving and how is that benefiting you?
Creating 3D models of homes for Real Estate sales.
Great Product - Terrible Customer Service
What do you like best about the product?
Great Software and Product but customer serice is non-existant.
What do you dislike about the product?
Customer Service and Billing team is incappable and uncompentant and does not have the authority to actually halp you. I called on 5-20-25 to downgrade our plan. I have a screenshot of their current billing policies saying to call customer service anytime to cancel or downgrade. The tech rep could not transfer me to a manager or supervisor and was stating that their policy does not allow downgrading. It eventually got to the point that they had to hand up on me as there was absolutley nothing he could do, no one to help him, solve the issue.
What problems is the product solving and how is that benefiting you?
Matterport allows customers to digitially view our showrooms building trust that it is worth visiting to see our selection.
I have lost 2 clients from Matterport projects failing
What do you like best about the product?
So far, not much. The app constantly bugs out and closes on me. Or if I rotate my phone half an inch the project closes and takes me to the main screen. When I go back into the project I have to reset the camera.
What do you dislike about the product?
I have lost two clients due to their matterport projects failing. One project took 7 days to get looked at by their "senior team" to get fixed. By then the damage was done and we lost our client. I woke up today 7-20-24 to see yet again ANOTHER project has failed. I will be looking into cancelling our subscription and moving to iGUIDE or Kuula. The fact that on this review page it says that "Your review will only be published after it has been reviewed by our team and passed quality checks" means that it most likely will not be published.
What problems is the product solving and how is that benefiting you?
To be honest, nothing. It has only caused us trouble and loss of income when our clients decide that it is unnacceptable that their matterport tours take WAY too long and have issues in it.
Matterport capture services steals money
What do you like best about the product?
The tool is quite nice. Good for real estate. Nice to measure.
What do you dislike about the product?
Like other reviewers have said, customer service is absolutely abysmal.
I ordered capture services for 2700 sq ft house. They quoted $350 which is high but I like the tool. The technician asked me while out if I wanted basement done too. Sure why not and if you can grab the porch to that's be great. He didn't tell me there would be an extra charge.
Literally WEEKS later they send me an invoice for an extra $175 for the extra areas. If I would have known then I would have said no. I immediately dispute it and call. They next day they run my card WITHOUT my authorization. Absolute crooks.
It's still been weeks and they are "processing" the issue with the "Collections Department"
Seems like I must do the chargeback.
I like the tool but this experience has been so infuriating that it makes me want to drop the service and switch.
I ordered capture services for 2700 sq ft house. They quoted $350 which is high but I like the tool. The technician asked me while out if I wanted basement done too. Sure why not and if you can grab the porch to that's be great. He didn't tell me there would be an extra charge.
Literally WEEKS later they send me an invoice for an extra $175 for the extra areas. If I would have known then I would have said no. I immediately dispute it and call. They next day they run my card WITHOUT my authorization. Absolute crooks.
It's still been weeks and they are "processing" the issue with the "Collections Department"
Seems like I must do the chargeback.
I like the tool but this experience has been so infuriating that it makes me want to drop the service and switch.
What problems is the product solving and how is that benefiting you?
Tool is good. Customer service horrific.
Worst customer service experiance.
What do you like best about the product?
I agree that there is no better alternative for VR tours but the customer service is unbelievably slow and incompetent. It took them 30 days to confirm our wire transfer to activate our account after which they billed us for the same inactive 30 day period again.
What do you dislike about the product?
The answers from the CS team are almost as if by a poorly programmed robot and they kepp sending you around in circles. The names are also ridiculous (TK, Love Good etc) - very unprofessional. Im am definitely looking forward to a better platform in the future.
What problems is the product solving and how is that benefiting you?
We are trying to introduce our house models to potential new customers through VR tours of previously built houses.
The best virtual tour software available
What do you like best about the product?
Matterport is incredible for creating impressive virtual tours that look incredibly professional... fast Matterport software and support is second to none and im seriously impressed with the availability to share completed products with clients
What do you dislike about the product?
Matterport is a great system but it sadly does work best with its own camera systems to get the full potential. this could be an expensive endeavour for singing use marketing routes.
What problems is the product solving and how is that benefiting you?
Matterport allows for the facilitation of virtual exhibitions when real-world ones can't take place, this makes a much more digital-first approcach to jaw dropping marketing
MATTERPORT IS A COMPANY THAT GROWS WITH THE TIMES
What do you like best about the product?
It adds an extra dimension when you want to showcase a venue and gives a much closer perspective.
What do you dislike about the product?
Everything has to be done through Matterport and you have to pay for storage. If you use it a lot then that wouldn't be so bad but for us we end up paying for months where we never do anything. It would be nice if they offered a way to store it on your own server.
What problems is the product solving and how is that benefiting you?
It's making the product accessible in a variety of ways so you can get the job done even if all you have is a cell phone.
Quick and Easy Matterport Integrations
What do you like best about the product?
photo quality; UI; ease of use; price of hardware
What do you dislike about the product?
subscription costs; no enterprise licensing; no BLK360 g2 integrations
What problems is the product solving and how is that benefiting you?
the pro3 works outside; virtual walkthroughs with the ability for notes
Great program for 3D tours and improve customer experience
What do you like best about the product?
I like Matterport because it's a perfect solution for 3D virtual tours. I like the animation and the texture makes the images nice and gives good animations to the models.
What do you dislike about the product?
There is nothing I can say that I don't like because it is very good software that doesn't cause any problems.
What problems is the product solving and how is that benefiting you?
It is used for 3D virtual tours and they are excellent, they help us a lot, they offer a great user experience and they are quick to meet deadlines.
showing 1 - 10