“Bit confusing having separate Matalan and Matalan Direct as the reason I initially chose to buy was because I thought I had a discount voucher which turned out not to be the case, but the item was good and arrived promptly”
Hello Jean,
Thanks for your feedback, We do try to ensure that we are as transparent as possible in regards to the connection between the two companies. However as we are still relatively new we can appreciate that customers may not always be aware of this and it is something which we hope becomes clearer the more established we become. We do offer a great range of discounts so if you like i would be happy to sign you up to our mailing list so you are notified of our range of offers. Furthermore thank you for your kind words and we look forward to you shopping with us in future.
Kind regards
Tyrone
“Had to wait 15 days for a delivery of roller blinds because the the delivery company's van wasn't big enough ???!!! Ended up just cancelling order, would not recommend . Glasgow area classed as remote for deliveries, just unbelievably poor service!”
Hello Lorna,
Thank you for your feedback, In regards to the delivery times we do typically advise 6-8 working days for your particular product however these are just estimations and on occasion timescales do take slightly longer than predicted. My apologies if this caused any inconvenience as i can appreciate that on this occasion we fell slightly short of these expectations and the result of this was that you decided to cancel your order.Although we are aware that Glasgow is not ordinarily classed as a remote area we are bound by the cost attributed to the area by our current logistics infrastructure .
We review our logistics operation on week to week basis and I'm sure it wont be long before we are able to offer much more competitive rates for all of our delivery methods in all parts of the UK. However we do appreciate your feedback and will definitely be passed onto to our logistics department to ensure that we continue to improve and provide the best service for our customers.Kind regards
Tyrone
Hello Linda
Thank you for your feedback, It is unfortunate to hear that you were not satisfied with our delivery process. Having looked into your order i can see that due to the size of your items it had to be done through Final Mile as it was classed as "one man delivery" which basically means that the item was too large to go with our standard delivery service. This does unfortunately cost slightly more than our standard service. However as we progress and grow as a company we will ensure that we are constantly trying to improve in ways which are beneficial to our customers.In regards to the delivery timescales we do advise 4-7 working days for delivery and having looked into your account i can see that it had been 6, so unfortunately it does take to the latter stages of our estimations. However your feedback is always appreciated.
Kind Regards
Tyrone
“Ordered a table, got a confirmation e-mail, then a phone call with a three hour delivery slot. Came when it was supposed to, delivery men were fine and it assembled with no problems. Smooth transaction from beginning to end.”
“Efficient service, well priced. I do not particularly like purchasing items unseen but the photography and description was good. Happy with the item. Thank you.”
Hello Andy
Thank you for your feedback, it's great to see you are happy with your Kendal Rug!
In regards to your concern about purchasing items unseen, this is an issue which we defiantly appreciate is a concern when purchasing furniture online.
We try to ensure that our images alongside our specifications provide the most accurate depiction of our products however we will be expanding and providing a showroom for customers to view our products in the very near future, so feedback as yours is great in the sense that it helps us provide a better service for our customers.Kind Regards Tyrone
Hello AnnMarie
Thank you for your feedback, having looked into your order i can see that you have had correspondence with one of my colleagues and they are currently with this issue. He has informed that he will be contacting you later on in order to get this resolved for you.
Kind Regards
Tyrone
“The product was installed on day of delivery,unfortunately when unwrapped the bubble wrap had stuck to the towel rail in several places which was disappointing.”
Hello Adam,
Thanks for your feedback, we do try to ensure that are customers are notified as much as possible throughout the ordering process so that they are kept up to date.However we will of course take your comments on board as feedback such as this is great as it culminates in us being able to provide a better service for all of our customers. As we continue to grow we are looking to improve all areas of the business so we very much appreciate your comments. It is also great to hear you enjoyed your product!
Kind Regards
Tyrone
“I didn't have a good experience, took 7 days for my delivery to come & then only 2 out of the 3 items came, it took another 4 days for my 3rd item to arrive. The customer service received when phoning wasn't the best & clearly they do not record/log/ note anything on systems because different call handlers didn't know what the previous one had informed me. I did however get my delivery fee back but this is not the point. Products were as pictured though.”
Hello Kelly
Thank you for your feedback,
It's unfortunate to hear that you have had some issues whilst shopping with us, in regards to the delivery times we do advise 4-7 working days for delivery and your delivery has taken up to the latter end of our timescales.
Sometimes if their is a large order items do get split up and unfortunately that is what has happened on this occasion.My apologies for any inconvenience this may have caused you , as we grow as a business we are constantly improving to try and provide the best service for our customers. so we will do our best to ensure that incidents such as this do not occur in future.
Kind Regards
Tyrone
“Only problem using Direct is you dont always get a true sense of the article. I bought a rug which was a much more lightweight article than l thought, however, the design and colours were just right so l kept the rug.
This is the risk you take when buying direct from any retailer.
All other aspects were very good and l will use the service again with no qualms”
“Was told delivery would be on a certain day but on the morning of day was told they hadn't received item and would inform when they received it .was at work when text came to say delivering that day, had to make other arrangement for delivery.”
Hello Roberta
Thanks for your feedback,
My apologies for the miscommunication given during the delivery process, our courier service provide customers with an estimated delivery day and time however sometimes they fall short and are unable to meet this. My apologies for any inconvenience caused we will do our best to ensure that this does not occur in future.
kind regards
Tyrone
“A nice quality product with a very good price made even more attractive by the offer code for an extra 10% off. I was especially impressed with your carrier DCP who arrived exactly when stated, made good communication and the driver was friendly and courteous. The only point I would critisise is the long time it took for my order to be confirmed via email, several days! it was a Bank Holiday but I would have expected a confirmation on return to work, I had to phone you to make sure my order had been received.”
