I ordered some items from Matalan on the 1/11/18, it said that it would take 3-5 days to receive the items. When I hadn't received them I emailed to receive an automated response back, so I waited and then emailed again. When I still hadn't received the parcel I called Customer service, to be told that my parcel had been damaged in transit and that they had taken it back. This was two weeks after I ordered and no refund had been processed. I asked why I hadn't been contacted or refunded and they had no answer for this. I then asked them to resend me out the order and they said they were unable to do this but that they would now process the refund. I have never had such bad customer service. What is the point of a customer service team if they cant actually process anything. I then said that if I had to reorder these items then I should be given the delivery charge back as a gesture of goodwill. They said that they would give me a online voucher, which obviously guarantees that I shop with them again! I wouldn't shop with them again if they paid me, as this is not the first time I have had this experience with Matalan. This happened to me last year too. I should have learnt my lesson.