“DO NOT PLACE An ORDER
They take your order say it’s been dispatched, even give a tracking number ? Yet the delivery company say they are still waiting it . They don’t have phone lines on , you can only email them , which they do not reply . Be aware you will loose you money as no one to contact”
“Ordered a coat 3rd January for click and collect then got told they would deliver as shop was closed recieved email 10th January to say order on the way well it's now 24th January still no coat!!!! They fob you off with emails saying its on it's way worst service ever”
“Am waiting for a refund from 31.10.20! Customer Service is non existent. Only automated replies received to email complaints even on TrustPilot! Even tried a handwritten letter. Am a disappointed and poorer ex customer.
Beware...”
“I ordered one pyjamas for my husband and pyjamas (four) of the star print raglan pyjamas large size.
Today my husband pyjamas arrived but my nieces birthday gifts had not arrived. In with my husband pyjamas was a silly note to say out of stock. How could it be out of stock? When shopping online if something is out of stock it usually tell the shopper out of stock so how did it let purchase the items. I have just checked online and the pyjamas in question ARE NOT OUT OF STOCK, only the x large size are out of stock. Somebody either did not know what they were doing or was just lazy to complete my order. If you are thinking of buying gifts online, then think twice because they might do to you what they done to me. I will not be wasting my time shopping with them again. I prefer to spend a little more on a good company like Asda who would never dream of behaving like this or M&S.”
“Placed click and collect order on 28/12/20. Received email to collect order then 2 days later another email to say order being posted. Since then 5 alternate conflicting emails, no telephone assistance available despite saying call CS. Now email saying i have to wait 10 days for refund. Chaotic service, will never shop at Matalan again.”
“I placed my order on 3rd of Jan and they told me it had been despatched on the 5th when in fact they've only just despatched it on the 21st. I've had many emails ignored and was lied to in the one and only email I did receive back. The customer service is non existent and there's no apology in sight. Stop blaming covid and stop blaming your delivery company, this is a problem with Matalan and the reviews on trustpilot prove that.”
“Ordered an XL mens cardigan to be delivered to Hull Kingswood store and yes the parcel did arrive... a pair of girls pink wellies! I emailed CS, to be told to return to store or post back to them and pay the postage myself and they'd refund. I duly took back to the store which was closed as it was a Saturday, which was a round trip of 30 miles. Finally got them back to the store and was told I would be notified within 24 hours of a refund. Still waiting after 4 days.. Sandra”
“Absolutely disgusting service from Matalan, customer service is none existence, before any one says its covid All other stores have handled there customers far better than Matalan have, they have lost my custom and i think certainly a lot more get my parcel to me matalan or give me my money back!!!!! simple”
“I am isolating with my disabled daughter so unable to get to the shop I am a long standing shop customer . I ordered 4 pair of slippers for Christmas presents and they were never delivered I repeatedly sent email to you and now you want to order an order no which haven’t got as I was never sent one totally disregarded as a loyal customer and told to take it up with PayPal ant believe that’s how the treat old customers”
“Matalan s customer service is absolutely hopeless and there return policy and refund cards needs imroving as the they are losing there customers.
there is no where you can check your refund card balance and customer lose their refund and thats how they makemoney from customers.”
“I am not very impressed with your company I bought some Pyjamas from you and you emailed me today saying that they are out of stock so I googled for some more and yours came up yet again in the same size and saying that they are in stock and in the same size not impressed with this”
“What Customer Service - does it actually exist? Shocking way to conduct business. Poor in store service and no after service. If you could rate them as Zero I would. I understand that Covid has impacted on businesses this year but this is not acceptable.”
“Matalan STILL haven't received my order, no update and NO response to any of my emails or messages. Shocking customer service. I expect an URGENT RESPONSE! 😤”
“Ordered Christmas present on 2nd December amount £32.00 for family member in care home, was emailed I could collect in store on or after 16th went to store on the 19th still no parcel. Staff or manager of no help what so ever same as everyone else can't contact this company please everyone don't order or buy anything from MATALAN!!!”
“Received two christmas polar bears, when arrived both were smashed to pieces. Emailed Matalan several times along with photos but NO response.
I know its only £18.00 plus delivery but its better in my pocket than theirs. Basically if I don't get money refunded they have stolen from me!”
“NON EXISTENT CUSTOMER SERVICE ..like many others who ordered online I too have only received part delivery and cannot get hold of anyone at Matalan. .I suggest EVERYONE emails the press dept at Matalan and copies in watchdog ..emails can be found online”
“After one month waiting for the Sonic top and one week for customer service to reply to my message , I finally found out that they lost the parcel, just a few days before Christmas. You should be ashamed.Thats the first and last time I'll buy something from Matalan. There is a hundred another shops who wouldn't let their customer down.”
“Goods not received. Email sent by matalan to say part of the order had been returned with refund. I WANT MY ORDER HONOURED.
I see that matalan states order not a contract until delivered. That's v odd as contact law states that contract is binding when money taken.
Money was taken by matalan.
No mention of second part of the order.
Date of delivery has passed. Nothing delivered.
Email x2 to matalan with no response.
No phone service
How can a business operate this way?
I note that matalan has four stars in reviews
How???
Trust pilot has much lower rating and rates matalan as BAD - lowest of 5 ratings.”
“I ordered five items on 1st December in the half price sale.
I received a confirmation email.
Money was taken from my account for £70
I was advised that home delivery would take place between 11-15th December (a long time, but the impact of covid...)
I then find an email stating I would get a refund on 3 of the goods I ordered following my return.
I had NOT returned any items as I have NOT RECEIVED them.
Tried ringing but phonetics are not staffed due to heavy online traffic (????).
I have emailed querying what has happened.
I have checked website, items are available but now full price - so they ARE in stock.
The website states that Christmas delivery deadline has passed!!!
The customer experience has been awful.
The website terrible and no effort to properly inform customers.
I am wondering if this company is going under.”
