MatterportReviews of matterport.com

They said that if I paid extra for the 48-hour floor plan service, it would be completed within 24 hours, but it’s been two days and I still haven’t received it. Even after contacting customer service, no one has responded.

We’ve been using Matterport for over 4-5 years without issues — until a recent project (which included Matterport Capture and CAD services). The MP Capture service and CAD files delivered were wildly inaccurate compared to actual field-verified measurements: • Over 1,000 sq. ft. discrepancy from actual measurements. • Column sizes/locations nowhere near correct. • Doors and columns missing or misplaced entirely. We suspect non-professional equipment used, however have been "told" Matterport Pro 2 equipment was used. Again, we have performed our own Capture Scans using Matterport Pro 2 for the past 4-5 years with FAR greater accuracy so do not understand how this smaller facility is less accurate using Matterport's Professional Capture Service over our own inexperience. The product provided by the Matterport Capture and CAD services is unacceptable for the price and standards advertised (let's not discuss the non-existent customer service to rectify these concerns in a fair and timely manner). Despite providing clear documented proof of the errors (including side-by-side comparisons), Matterport has denied responsibility and has yet to refund ANY of the $4,838.98 we were charged for Capture Services and CAD files — not counting our extra travel costs and delays this caused. We used to recommend Matterport widely. Unfortunately, this experience has damaged our trust and cost us time, money, and credibility. Advice to others: Verify in advance what equipment will be used (with proof) and be aware that serious accuracy issues may occur — with no support if they do. Date of Experience: 3/24/2025 - ongoing......

I feel obligated to publicly share my disappointing experience with Matterport, which has revealed a shocking lack of accountability and customer service. In early May, I reported a technical issue with one of my scans. I received no proper support or acknowledgement for over two months. Due to this unacceptable delay, I requested a refund, assuming that Matterport would do the right thing. Instead, on July 24th and 29th, Matterport charged me for May and June, after my refund request. And just a few days ago, I finally received a vague and delayed excuse from technical support saying: “Unfortunately, it looks like the technician did not keep the tripod level while scanning this site. As a result, many of the scans are tilted and misaligned.” This issue is 100% Matterport’s fault, not mine. Now, despite the unresolved problem and refund request, I received a payment alert for July—yet another charge for a service that was never delivered properly. Let me be clear: I was ignored for two months. I was charged without consent after filing a refund request. The issue turned out to be their technician’s mistake, not mine. I have asked Matterport to either refund the full amount or compensate for the lost time and charges. If this is not resolved immediately, I will continue to escalate this issue publicly and file formal business complaints with relevant authorities and consumer protection boards. This is not just about money—it’s about how a tech company treats its paying customers. Disappointed and frustrated, Waleed A.

Matterport used to be a company I trusted. After 3 years with them, I was blindsided when their system tried to charge my business card over 200 times in just 3 days, totaling more than $80,000 USD in attempted transactions. These charges were for only one invoice, and I received an email every 5 minutes from my payment processor alerting me of their repeated attempts. It completely flooded my inbox, disrupted my business, and forced me to lock my card, order a replacement, and lose access to my funds—during my busiest season. Their response? Blame my bank. No accountability, no explanation, and they refused to waive the invoice or offer even a token discount for the massive disruption they caused. And this isn’t the only issue—their AI-generated floor plans are constantly inaccurate (missing counters, extra sinks, ignored labeling), and their support has become robotic and dismissive. Matterport no longer cares about its users or their clients. I’ve made the move to iGUIDE and will never use Matterport again. If you’re a photographer or business owner thinking of using them, please don’t. You’re gambling with your finances, your time, and your reputation.

Product is good but they don't make you aware that the camera doesn't work with the starter plan so factor in the £550 for the professional plan. After charging £6000+ for the kit you would expect to be able to use it.

Das war mit Abstand der schlechteste Kundenservice, den ich jemals erlebt habe! Ich habe das Produkt direkt bei Matterport bestellt und nach dem auspacken funktionierte es erst gar nicht. Heißt, es ließ sich gar nicht einschalten. Nach zwei telefonischen Kundenservicekontakten - wobei der deutschsprachige Kundenservice nie erreichbar ist und sich auch nicht zurückmeldet - und mit Sicherheit mindestens zehn Mails, habe ich zwar das Produkt zurückgesendet aber noch keine weitere Auskunft. Da ich das Produkt in der Zwischenzeit benötigt habe, habe ich es mir noch einmal in einem anderen Onlineshop bestellt. Und siehe da, es funktioniert einwandfrei. Bis heute habe ich weder eine Rückmeldung, dass das Gerät wieder bei Matterport eingetroffen ist, noch das Geld zurückerhalten. Die Mitarbeiterinnen der Hotline waren definitiv überfordert und wussten auch nicht, wie man mit so einem Fall umgeht. Unglaublich. Ich sollte ein Video einschicken, indem ich zeige, dass das Gerät sich nicht einschalten lässt... so etwas im Jahr 2025 ist einfach kein guter Kundenservice.

Plusieurs fois sur de gros scanners, étage entiers superposés sans moyen d'améliorer la situation en reclaculant. Support robotisé? Attention aucun SAV. Il faut le savoir. Si une erreur de nuage de point provient du calcul, vous ne sere pas remboursés. Gadjet intéressant si il y avait des umains derrière tout est géré par un algorythme qui sera très aimable mais ne pourra rien pour sollutionner vos problèmes. Nous nous rapprochons de l'idiocratie. J'aurais aimé pouvoir en dire dui bien. Disons que des fois ça fonctionne

There is no reliability of the scans they provide if anything goes wrong there is no way to correct it making this an unpredictable service for clients that we as service providers cant actually rely on or promise our clients any resolutions for simple realignments as the support team is not responding and with in 20 days I managed to get some resolution but my clients cant wait for 20 day to get the final work and that is only 20 days because I was chasing this 6 times