Not an Online Company you can trust
Of the two orders placed on line, neither have been delivered when they said they would be.
The first order had a couple of items missing, however they were on the delivery note. This left me without the items I had paid for and no way to prove it didn’t receive them. A call to customer services didn’t help, so I had to cover the cost.
Fast forward a couple of years and I have placed another order (I had forgotten my previous experience) for one item and has not been delivered. it’s in a black hole, no one knows where it is.
A refund (in the form of gift cards) is only given when you return the goods that you have ordered.
The cost of the items falls well below the cost of recovery through the court. The only real course of action is not to deal with them at all.
If you do decide to place an order online, do it on the basis that you may not end up with the goods and out of pocket. Do not place an order believing that you will receive what you have paid for.
It is obvious that Matalan do not have the necessary resources to provide an online service.