“Terrible customer service. They sent my wife a dress still with the security tag on. Tried ringing them, waste of time , they just do not answer. Sent their customer service an email. They replied that we should take it back to a click and collect store and get it removed. Excuse me but this was your fault and then you expect us to use our car in our time and our petrol to rectify their fault. No offer to send us a replacement dress and send the other one back. I sent them another email pointing this out to them but obviously they do not read the actual script as they simply offered us a 20% exclusive discount voucher , which incidentally they had already sent us one the previous day as being existing customers. I sent another email to their Managing Director ,Jason Hargreaves as well as customer services. Surprise, surprise get the same reply an exclusive 20% voucher ( one of which we have already received , remember).
It is my opinion that this company are only interested in your money , they are not bothered about the service they provide and certainly are not bothered about their customer service.
I would recommend that shoppers look elsewhere to other companies who value their customers . There are plenty of alternative companies out there who do value your custom. Use those before you part with your hard earned cash, you have a choice, use it wisely.”
“Been twice to collect order. It says click and collect at any till
Not true, I wanted to pay for something else by card, and was told I had to queue at self service, and then again in cash to click and collect. Confusing system, everyone hunched up in 2 queuing systems. Not good in these days of covid. Basically forcing you to pay cash if you want to purchase andclick and collect tosave queuing twice. Or to use self service till (which I hate, you do the work and people lose jobs) if you pay by card. Taking off tags yourself. I have arthritis and struggle using these tills. Supposed to be encouraging people to pay by card in these covid days. Self service tills are ok if you want to use them. Matalan are not giving you the choice, to have a cashier help and pay by card. Appalling customer service. You can get through Asda on a saturday morning with a huge trolley of groceries quicker than click and collect and a purchase at Matalan.”
“Ordered a pair of trousers from Matalan and after 5 weeks still no items, contacted customer don't care department (online only so never answered any of my questions). When asking for refund was told I needed to provide my life story to get a PayPal refund. Cut a long story shorter opened PayPal case to get refund, NEVER AGAIN.”
“I placed an order with Matalan on the 10th April, it has been with Hermes since the 13th and the tracking said they expected to deliver on the 14th but it has not left Hermes yet. Emails to Matalan are returning that they are experiencing delays and to be patient, but this is about a delay with Hermes, and I cannot get anyone to look into this. No phone services, email only and fobbed off every time. Very poor service. Do NOT order from them”
“Items ordered 4 weeks ago, I have sent proof of purchase from my bank statement and photo of items showing paid by visa. I have tried to access my account but their e mail freezes when I am trying to change password as I has forgotten it. Absolutely disgusting to take our money and then not be able to give any inclination of delivery. Phone lines closed. For a high street store their customer service is none existent. They are still encouraging people to order on line which is dishonesty at the very least.”
“I wouldn’t give Matalan 1 star if I could as they are that bad. Order was dispatched 2nd April has been lost by the courier and they won’t give me a refund yet proof on the couriers site I haven’t received it! I have had to go through my credit card company to try to get my money back. Avoid this company there service is awful.”
“I ordered online 2 soap dispensers and they both were delivered completely broken. I got in touch with customer service and they promised to refund the money - never got this refund. Shocking service for a chain retailer. So disappointing. order #43116345”
“Broken spoon rest. Couldn’t be bothered sending back due to me having to pay the postage then wait for a refund. Not worth the effort. As they say, you learn your mistakes. Won’t order on-kind sgss as in from this company.”
“I have placed an order 4 times in 4days and this has been cancelled by Matalan each time due to “stock problems” yet the items ordered remain for sale online. Disgraceful service. Will be contacting the CEO”
“Went out my way to personally hand back to store my purchases for a refund 6 weeks ago. 4 items in bag, got refunded for 1 but not the other 3. Have emailed twice with generic emails back saying they will get back in touch. No word. Of all the online shopping I have done, this is by far the worst. Won’t be using them again. Disgraceful customer service. So angry 😡”
“Couldn’t get in touch with customer services even though Matalan give out that number if you need to phone.
Click and collect takes far to long, ordered something early last week and today 7th April it still hadn’t arrived, I would never order anything from Matalan again.
Very disappointed indeed.”
“I placed an order on 24 February and received email confirmation saying it will be delivered by 18 March. Nothing has been delivered. I have emailed many times and sent a written letter to which I have received no reply. It seems impossible to get a refund as my emails are ignored and the phone lines are closed. Would not recommend or use again.”
“I have spent over £40 and still haven't received my order, order was placed 6th March, it is now 7th April and no sign of my order. No response to my emails and the phone lines are closed. Disgusting treatment, give me my money back you theiving robbers.”
“Customer service is a joke. I've had a delivery come through and half the stuff is missing. I've waited for the relevant 15 working days on the sales items and now its been over a month, I'm getting no response from their customer service. There is no phone number to call. Absolutely frustrated now.”
“Joke of a company, placed 2 seperate orders, one dispatched and lost the only part fulfilled as items are no-longer in stock?!! Still awaiting 2 refunds, absolutely shocking service.”
“Waiting a month for my order no response from customer service team. Poor customer service! The items clearly aren't coming and I can’t get a response from anyone to get a refund!!”
“Ordered £46 of clothes. Went over £40 to get the promised free delivery. Have had 2 deliveries, only half of the items, and 2 are incorrect. They've taken money for these from my bank and charged me £4 postage. No response to emails. Worst online shopping experience I've had during this pandemic. Wont be doing it again.”
