Matalan Reviews

Name: Matalan
Rating: 3.58

3.6 Rating 1,892 Reviews

64 %

of reviewers recommend Matalan

3.6

Based on 1,892 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

“Order 3 items for next day click collect 5 days later, they stayed we will have to cancel your order.”

Helpful Report

Posted 2 days ago

“Placed an order for 3 fleece throws at a total cost of £56. First 2 delivered and when I opened them found the quality very very poor, about as thin as a towel then found the same items on sale in a pound shop @ 2 for £7, these 2 cost £36, so I sent them back. Now waiting for my refund. The 3rd fleece throw didn't arrive, instead I recieved a parcel containing a double duvet set addressed, on the invoice, to someone else though the lable is to me. Telephone atalan customer services who told me I would need to pay for the return of the wrong item and ONLY if they discovered that it was an error then I would be refunded. I told the woman I did not now want the order ( found the same item for half the price in another shop), to cancel the order and refund me. NO...WE WILL SEND OUT A REPLACEMENT. NO!!! IDO NOT WANT A REPLACEMENT I WANT A REFUND AND I WILL NEVER SHOP AT MATALAN AGAIN. Shocking service.”

Helpful Report

Posted 1 week ago

“Dreadful Customer Service, 14 days to refund an instant payment. Postage costs both ways. Poor quality of clothing, much better deals elsewhere.”

Helpful Report

Posted 2 weeks ago

“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 1 month 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 1 month 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 1 month 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 2 months 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.”

Helpful Report

Posted 3 months ago

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

Helpful Report

Posted 5 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 6 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 6 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 6 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 7 months ago

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

Helpful Report

Posted 8 months ago

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

Helpful Report

Posted 8 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 8 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 8 months ago

Matalan is rated 3.6 based on 1,892 reviews