Matterport Reviews 90

Really disappointed with the Matterport Axis - have had it for two days now i find the product to be a little ‘meh’ and the customer service to me non existent. I use the latest iPhone 16 pro max and the video quality is poor using matterport. When I called helpline to try and figure it out I was told I need to update my firmware - but no matter how much I explained that I cant as the axis wont connect to my WiFi / show in my WiFi settings as everything is just greyed out - the person I spoke with just kept telling me I had to update firmware - I know but cant - we then carried on conversation over email and I sent screenshots and unsurprisingly no reply - oh and don’t get me started on the crappy remote that doesn’t stay connected
All in all a cheap product that is getting cheap customer service - 2 days in and Im not sure I’ll even bother using it - waste of £100 if you ask me

Added 3/4
In response to your reply
That really doesn’t help or answer the points raised - I now have a replacement remote that doesn’t work - and can not open the unit to change the battery (not that I would expect to change a battery on something brand new)
Note to anyone thinking Axis - don’t bother

Our Matterport Pro2 developed a fault, which severely impacted our work. I was forced to lease a Pro2 at £100/week to continue operations. Despite confirming it was a manufacturer’s fault, Matterport still charged me for a replacement at a reduced fee.

When shipping the replacement, Matterport provided UPS with an incomplete address, confirmed in writing by UPS, resulting in a failed delivery. Despite clear evidence, Matterport refused to reimburse costs or offer a goodwill gesture. Extremely poor handling from a company of this size.

Used to have great service but has gone downhill.

Constantly has quality control issues with their paid services like floorplans

Customer service is useless and after they lost me a $3000 contract due to their quality control they offered me a $60 credit and said they couldn’t do anymore. I’ve had to spent 8 hours a week the last few months dealing with their issues which we literally pay for them to provide the service

Keep in mind I pay $5000 a year for matterport and their services and own over $10000 of their equipment (3 matterport pro2 cameras) and they basically spit in my face.

Would not recommend vs the alternatives out there simply due to their new customer service approach

Software isn't great and has a hard time understanding garages so if you need that, good luck getting it to work. Maybe it's bc I was using a 360 camera and it works better with only their 360 device, not sure on that. Also, remember to cancel right away if you need to bc if you are even a day late they'll keep your money for the entire month. P.S. you can find it in settings under billing.

Appalling service - keep getting shunted to a call centre in the Far East. Quality of models have been going steadily downhill - presumably trying AI in the hope it will be cheaper for them. I am beyond exasperated and angry at the time wasted trying to get hold of someone who can understand and speak English and more importantly really knows the product. I have been a customer of theirs for 7 years - now looking at alternatives. Does anybody have suggestions ? Thank you in advance.

They provide zero support , can’t answer a phone call and will renew your subscription without your authorization even though you haven’t used their service in months. There are much better providers. These people are the worst
Yours truly.
William Holland

Bozeman , MT

Matterport has always done business at the expense of their clients. Do your research, there are better options out there and this company will take your money, give subpar service, and cannibalize your business.

Difficulty with alignment previously. Re-alignment is difficult and doesn't always work. Online support tickets get no response. Called this morning and found out that THERE IS NO SUPPORT FOR SMARTPHONE SCANS. They will only support users who purchase their $2,000 camera! There are other options, try them.

Product works, but god forbid there's an error or Customer service is needed, expect slow and unhelpful. I mistakenly duplicated a space and they won't make a new floorpan because the first space was deleted. I have to pay for the same thing 2x when they could easily just create the same floorpan from the duplicate space.
If there were better options on the market I'd take them.

Stop ✋🏻 I bought into this company in 2016 thinking it was going to replace photos and I was right, especially for the pandemic. Here’s how I was treated “ You guys had me buy your first version only to send me a $3600 camera that never worked since day 1 and wouldn’t back your product or help
Me at all. In fact when I called for help on setting it up I was yelled at by a frustrated “representative “ and told to figure it out for myself. It arrived with an “internal error”. That was a $3600 loss on believing in your dream and company before others back in 2016. I talked my broker into buying many of your cameras and then others in my area - before getting mine- and thus I sold more than some of your “reps” and you treated me like garbage, took my money and sent me a broken camera you wouldn’t help me with at all because I “missed” an email that went out 2 days before ending my service contract. Terrible company. Especially for those who believed in you before your name was known.”
Still have the camera in my living room. Still has never processed one space and won’t. Had attorneys try several attorneys, several times. This company is hands down the worst company I’ve ever exchanged money with.

Do not waste your money. Hire someone who owns one already and let them deal with the full time job of dealing with this company.

This was in November 2016. They still to this year will not help and told me to sell it for parts on eBay….

I bought a tool. I didn’t buy a job.

What do you like best about Matterport?
Unmatched quality, pioneer in industry, most advanced and super product, comes with some limitations and cost
Super Quality
Easy To use
Unmatched quality
Flawless
Review collected by and hosted on G2.com.

What do you dislike about Matterport?
Expensive plans
No singlespace paid plan.(Mandatory to buy minimum 5 )
Space owner has to be dependednt on scanning agent
Cannot download tours (Not even at fees)
Expensive cameras
Very expensive hosting plan

I am, apparently, just another dissatisfied customer in what appears to be a long list of them. I have used Matterport for about 1 year, and subscribed to the Professional subscription. When I didn't get enough business to justify the cost, I thought I would downgrade to a less expensive subscription level. No, they don't allow that. So now I have no choice but to cancel my membership, which means my few clients with links to their projects will no longer work, and this isn't good for my reputation. But Matterport doesn't care. So now I will sell the camera, and never use it again and I will spread the word that this company SUCKS.

Matterport is garbage.
The cameras are just ok , customer service is a joke

I've been using Matterport for four years and they keep changing their cost structure to squeeze additional revenue out of users, presumably to satisfy their lagging stock price. Within the past year, they've now started charging extra for spaces that have over 200 scans. Why? Because they can. So, I now have spaces that should be one space but they're now 2. I had one "double" space that is now three spaces because the scan wasn't working, and I wasn't able to get anyone to help me when i was on site. So instead of paying $2.60 a month for that space, I'm instead paying $7.80 a month. Because the software isn't working right. They now want to charge me additional money to stitch the spaces together, even though this should have been done automatically (and I doubt it'll take someone more thana few minutes to figure out).

Meanwhile, their customer service is atrocious and they don't care about their customers.

The customer service is absolute garbage.

We are a real estate development company that has been using Matterport for more than 2 years. We have invested more than 1,000 hours in creating more than 200 Matterport models. The camera and software work great and we have loved having access to "Digital Twins". Unfortunately, Matterport has made recent changes to their pricing policy and will now charge you $9.99 to "re-activate" and view a model. This charge is in addition to the annual subscription that is required to use the software. The charge will essentially double our cost for using Matterport. Make sure you fully understand these new fees and how they will impact you before locking yourself into the Matterport ecosystem.

Matterport is a piece of sh** company to work for. They will suspend and fire you over any allegation, without giving you the chance to defend yourself. Their tech might be good, but steer well clear of this soulless company.

After months of non use I canceled my professional subscription to Matterport last in June of 2022,
Here in june of 2023, I suddenly see a charge for $73.55 from Matterport.
I think no problem an error, they will reverse it.
Nope, they claim they are collecting for June of 2022 and will not reverse.
It just got personal. You a r e so broke and in such distress you are milking clients for year old accounts. Bill me in July or August 2022. Not June 2023.
Their service were overpriced to begin with.
I see their stocks are on the decline and their employee satisfaction has dropped by 13% recently.
Be careful with this one.

Completely unusable house plan and would not give a refund. There is no way this is 1% accurate!

Phenomenal service

I had an issue with a matterport pro2, contscrsd customer service and within a week, I had been sorted out with amazing service.

Don't hesitate in emailing them! Top service!