Matalan Reviews

Name: Matalan
Rating: 3.58

3.6 Rating 1,889 Reviews

64 %

of reviewers recommend Matalan

3.6

Based on 1,889 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 28%
Accurate And Undamaged Orders	Greater than 79%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“i bought a suitcase last month ! I got to the airport and the handle came away! not even used the suitcase! so i explained this to mataln when i was on holiday via chat and when i came back! i couldn't not find my receipt would they refund it or give me a credit note for the faulty suitcase that they sold me £70 ? no! i have never known a shop to not even go into the system to find the receipt when i have the date and time of my purchases plus my online banking proof. it would take a few minutes to go and search on a till. clearly not important to them to lose customers over something so simple to rectify! also i can't actually find a valid email address to complain to either !”

Helpful Report

Posted 2 weeks ago

“I was given a Matalan Me card in store today by your sales assistant when I told her we didn't have one, she said to scan the QR code to register online. Unfortunately that is wrong information as apparently you have to register the card in store first before you can link the card to your account according to your chat feature online. I suggest your staff in store require additional sales training”

Helpful Report

Posted 2 weeks ago

“Tried for 2 days to return 2 items to Matalan. I used their Return Tool but despite entering the correct order number repeatedly got error message. They are not contactable by phone and Live Chat took a very long time to answer messages. Was finally told I could use Evri, (although I could not see anything on Matalan website that Evri can return items). The Evri link Live Chat sent didn't work. I took the parcel to a participating Parcel Shop which they accepted. I have very little confidence of obtaining money back on the returned items. I will not shop with Matalan again.”

Helpful Report

Posted 2 weeks ago

“Paid for next day delivery but it didn't show up. However the following day I had a parcel show up that had been opened and resealed. The items were missing and replaced with a pillow. Matalan are taking no responsibility for this. They aren't interested in my video footage or photos. Terrible company! Oh and you can't upload a photo on here....funny that! Rubbish!”

Helpful Report

Posted 1 month ago

“We bought two suitcases at Matalan last Thursday. The quality of the suitcases impressed us. We got exceptional help from Chloe when we came to pay. She renewed my Matalan card which enabled us to get 10 percent off our bill. Chloe is a credit to Matalan Hartlepool. Very pleasant efficient and knowledgeable.”

Helpful Report

Posted 2 months ago

“Kept my money Kept my money! Would not buy online and will not buy again. I am due a refund of nearly £100 for items I returned via Matalan's online portal, yes I had to pay extra to return as they don't offer free returns. After 2 months of battling this I have received £16.00, the customer service is disappointingly rude and obnoxious. The constant blame being out on the customer - I followed their process!”

Helpful Report

Posted 2 months ago

“Went to Kingston Park, Newcastle upon Tyne today 25/8/25 service was 10 out 10 very polite helpful young lady called Shannon should be commended for excellent customer service.”

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Posted 2 months ago

“Never received refund for returned online goods Tried all means to contact Matalan, was just told yo wait!!! Still waiting!!!”

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Posted 4 months ago

“I'm just at the till point in Rotherham doing a return. The member of staff Alicia has not spoken to me once whilst she's chewing her gum.she never called me over to the till, I had to guess which one she was to use! Not the service I would expect”

Helpful Report

Posted 5 months ago

“I am a disabled customer trying to get a suit for a funeral tomorrow but I can only contact a main number not individual store so I have to try to get to store to ask a question. In this day and age its appalling service”

Helpful Report

Posted 5 months ago

“I bought 2 suitcases recently and paid for next day delivery as it was my day off work. It didn't come next day. Evri sent me a message to say that the 'Parcels were bigger than expected' to had to be sent via a special courier. Waste of paying for next day delivery really wasn't it! I'm aware that this could be a fault of evris but it was matalan I paid next day delivery to. Maybe they should update their systems so that you cannot pay next day delivery for a larger item”

Helpful Report

Posted 5 months ago

“Please don't do discrimination among customers. It doesn't suit a big brands.try to hire more professional salesperson who can understand English at least”

Helpful Report

Posted 5 months ago

“Ordered 4 dinner plates, only 3 delivered all broken Such a let down as any clothing items I order are always perfect”

Helpful Report

Posted 6 months ago

“There product are good. Prices are also reasonable and their customer services is very good”

Helpful Report

Posted 7 months ago

“It is a wonderful online shop. The products are nice and the prices are cheap.”

Helpful Report

Posted 7 months ago

“I didn't believe in online shopping online but now after this store I won't leave the house to shop”

Helpful Report

Posted 7 months ago

“Excellent service! I love the variety of products and the secure payment options. My package arrived quickly and was well-packaged. Will shop again soon!”

Helpful Report

Posted 7 months ago

“Matalan really came through for me! I was looking for some affordable stuff for an upcoming event, and I found exactly what I needed on their website. The prices were great, the quality was even better than I expected, and everything arrived right on time. It honestly took the stress out of shopping. Plus, their home section had some lovely little finds that brightened up my space. Matalan made me feel like I got great value without compromising on style – that definitely put a smile on my face!”

Helpful Report

Posted 7 months ago

“Highland cow quilt cover poor quality ripped after being used twice”

Helpful Report

Posted 9 months ago

“Absolutely HORRENDOUS Experience Today In The Local Store After Doing some Shopping 4Days Ago One of the Articles Was The Wrong Size So I Thought Not A Problem Just Take it Back And Exchange It Not Asking For My money back Just An Exchange But I Had Misplaced My Receipt And Was Told No Receipt No Exchange Company Policy!!!!! I Am Fortunate Enough To Remember John The Founder From GREATY Market And Such a . Shame 🫠 To See John's Business Destroyed By Company Policy I Personally Will Never Shop in MATALN AGAIN. Due To My Company Policy R.I.P MATALIN. ie Product Was Unopened.”

Helpful Report

Posted 9 months ago

Matalan is rated 3.6 based on 1,889 reviews