Shocking customer service from Matalan. Placed an order for next day delivery, called customer services as no text received, advised part of order had been received and other part would arrive in the afternoon. Phoned the store and told we will send a text without even offer of checking it out. Following day called customer services again to be advised my order was at the store and as soon as it was checked in I would receive a text and customer services would email me......still waiting on day 3! Popped into the store on evening of day 2, staff very helpful although only parcel 1 received. Managed to pick up replacement items off the shop floor apart from one and paid for them. Customer services today, day 3, apologise but will not resend replacement goods to the store, bearing in mind I've already paid for these. The item I couldn't buy in-store is now full price and I explained this, advisor discussed with a manager who eventually offered 10% as a goodwill gesture, original saving was 30% and discount codes are now available for 20% so where is the good will gesture in that!! At the end of the day, Matalan has cost me a trip to the store, 3 phone calls and personal time trying to sort this out. I will never order from Matalan online again.
11 months ago

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Alice, Customer Support

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