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Matalan Reviews

3.6 Rating 1,858 Reviews

65 %

of reviewers recommend Matalan

Company Reviews

Product Reviews

3.6

Based on 1,858 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 26%
Accurate And Undamaged Orders	Greater than 78%
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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Matalan 1 star review on 19th October 2022

Matalan 1 star review on 19th October 2022

Matalan 2 star review on 3rd November 2021

Matalan 1 star review on 18th June 2021

Matalan 1 star review on 9th June 2021

Matalan 1 star review on 29th April 2021

Matalan 1 star review on 29th April 2021

25

Anonymous

Anonymous // 01/01/2019

Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Unfortunately just like everyone else i only received half of my order and they took full payment. Thieves shamelessly ripping of customers! Dreadful experience spent quite a lot only to receive some of the goods, customer service lines not running convieniently emailed so many times to no replies wrote on facebook Instagram nothing took full payment and never sent items I have now taken this up with my bank that way but disgusted by Matalan dreadful experience real shame as always shopped here they took all the full payment exactly as someone else said I SUSPECT THEY ARE GOING BANKRUPT AND TAKING FRANKLY STEALING ALL THE MONEY THEY CAN FROM THEIR LOYAL CUSTOMERS ALONG THE WAY”

Posted 3 years ago

“Ordered some slippers. Never arrived. Then got an email from Matalan saying I had returned them. They only refunded 3/4 of what I paid as they charge postage on returns. Phone line suspended and emails not answere. So angry!”

Posted 3 years ago

“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”

Posted 3 years ago

“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”

Posted 3 years ago

“Like many others reviewing Matalan, I am appalled by the 'non' service. No response to emails, completely incompetent customer service agents. I have been waiting a month for my order, and my emails requesting a refund have been unanswered. I only ordered online as I had received a 20% off voucher through the post. I think offering discounts has lead to a surge of orders and revenue for the company. I want my refund. It's disgusting.”

Posted 3 years ago

“I haven’t been shopping for clothes since the Covid virus started.. I am a regular shopper at Matalan and so are my friends and family. My daughter and I decided last week to take advantage of the sales after being advertised on my e-mail and on tv. I was well aware we couldn’t try things on due to Covid. We thought never mind we could try them on at home and if they didn’t fit would allow refund with receipt as it’s not our fault we can’t try we was wrong. We kept some items not on sale and some that was. We returned to the shop with returned item that did not fit to be told we couldn’t have a refund on sale items only a exchange or gift card as this was their returns policy. If we could have tried these items on we wouldn’t have paid for them.i respect we can’t do that but surely this policy is for items you have the choice to try on so you can exchange or choose not to buy. If I would have purchased them online they would have had to refund. This has put myself friends and family off buying sale items at Matalan in fact probably going at all. I see this as forcing customers to purchase other products they don’t want and if I had of exchanged what if they did not fit also running back and forth to the shop to find a size that still might not fit correctly. Under these circumstances not being able to try on Matalan should have changed this rule. I certainly will be informing my work colleagues and further people I know as I am a key worker too and haven’t time to keep running back and forth.i hope this will help future customers also as some people no longer have a job and could not afford to have their money tied up on a Matalan card through no fault of their own.”

Posted 3 years ago

“Order confirmed 4th June. Still not been processed and its the 30th June. Very poor service, even in these difficult times. Will not use this store on line again.”

Posted 3 years ago

“Absolutely Appalling Service!! I ordered a pair or boots from Matalan online and received notification that my order was being processed. One week later I received an email to say this item was now out of stock. I have ordered many items from bigger stores than Matalan and recieved every order within 3 days, yet Matalan take a week to tell me they are out of stock. I am still waiting for my refund 10 days later. I have phoned customer service for this refund and each time I've given up after a 30 minute wait ....... do here I am, no order and still waiting for my refund. Come on Matalan, this is MY money, not yours....... Refund please!!!”

Posted 6 years ago

“Ordered Fiera Kitchen Mixer Tap almost 3 weeks ago. Received emailed shortly after saying that my item had been dispatched. After waiting over a week I emailed them to enquire where my tsp was. They took 2 days to reply. They apologised for the delay & said should receive my order in the next few days. That was a week ago. Poor service , the worst I have ever experienced. Stay way a way for ordering from this establishment.”

Posted 7 years ago

Good evening David, please accept our sincere apologies for the delay in despatching your order, this was due unprecedented interest in the promotion which created a backlog of orders resulting on some orders exceeding our typical delivery timeframes for this product. We have taken onboard the feedback and implemented changes to ensure future promotions don't result in these types of delays. Kind regards. Karl

Posted 7 years ago

“I ordered a number of items amounting to £100 - 3 weeks ago - with next day delivery. The order never arrived. I complained after about a week of waiting and was told they would 'investigate' what happened. After a further week of no contact, I got in touch with them again and they said they were waiting for a response from the courier to help with their 'investigation'. At this point - they gave me a refund for the delivery fee of £5 but not the purchase amount of c£100. So in essence, they accept that the delivery was faulty and refunded its fee but have not provided a refund for the products themselves (which they clearly now know never arrived!). We're now in week 3 and I complained some more .. they told me they have now 'ESCALATED TO A PHONE CALL' with the courier - which is frankly just offensive! I am APPALLED at the utter disregard MATALAN has for their customers and have essentially been ROBBED. DO NOT BUY FROM THIS TERRIBLE COMPANY!! You will regret it.”

Posted 7 years ago

“trying to get a delivery date was an impossible task.No problem with the product but the actual delivery is a nightmare”

Posted 8 years ago

“I will never shop with matalan again. They dropped the item I ordered by £50 a few days after I ordered but refused to give me the refund. I then found the same item on a competitors website £100 cheaper. The whole experience left a very sour taste.”

Posted 8 years ago

“Although beautifully packed, upon removing my bath panel I noticed that there was a piece missing on the edge where, presumably it had been dropped. After sealing the fault to hopefully stop it swelling in the moistness of the bathroom, this was disguised beneath the lip of the bath, hence no need to return the panel.”

Posted 8 years ago

Hi Claire, I’m really sorry to hear that the bath panel arrived damaged. We strive to deliver all of our orders in perfect condition, however on this occasion that was not the case and for that I sincerely apologise. On the rare occasion that a customer does receive a damaged product we would almost always offer a replacement to be arranged at no additional charge. I am pleased to here that the issue hasn’t caused you any more inconvenience and that you’re now able to enjoy your bathroom once again. Should you wish to discuss this issue further then please do not delay in contacting myself or colleagues on 03333443177 (8am - 6pm Monday to Friday or email us at hello@matalandirect.com Many thanks, Danan

Posted 8 years ago

“I can only say how poor their customer service is! The website promises delivery in 2-4 days I had to wait 15 days The day of delivery came and the guys who delivered were fine but they arrived 2 hours after promised delivery time! Two items were wrong and when I phoned they made me pay up front to get the new item delivered and I have to wait until they collect the items before I get a refund! The customer service is the worst I have ever experienced! Let hope the bathroom suite lives up to expectations!”

Posted 8 years ago

“As embarrassing as this is I feel I have to share my experience of one member of staff and management in Matalan Hayes yesterday evening. I am sorry to say I have an incontinence problem which means I need to get to a toilet urgently when it comes on. I try understandably not to broadcast this in normal circumstances. When I went in the store I was perfectly fine. I had two baby hats I wanted to exchange not in a bag but visibly on show. I paid £7.50 approximately for them in Bracknell as part of a larger purchase. Armed with the receipt I immediately approached a female member of staff who was standing near the door. I had both hats in my hand and I informed her I wanted to exchange them. Not sure why I would have done that if I was a thief. She told me that was fine and to choose the item I wanted and take it to the pay desk. I went to the baby section and as I was looking it came on. I went to the lady still with the hats on show and asked if I could please use the toilet as I had started to mess myself. She told me they were not allowed to let customers use their toilets. I asked her where I could go and she said she didn't know that there might be a cafe over the road. I decided stupidly to try to manage it and went back to the baby section to try to finish what I was doing and not have to come back. It got far worse. I went back to her with the hats on show and pretty much begged her to use the toilet. The same answer came and she didn't know where the toilet was. I was embarrassed and in a humiliating situation. I went to walk out the door and she asked to see the receipt. She then started to say she hadn't seen me bring two hats in and went off with the receipt by which time I was shouting because I had now fully messed myself. She said she couldn't see the items on the receipt and was holding it up to the light while I had in the indignation of standing like this. I was shouting I have messed myself more than once. Another lady came and said leave it. I told the first lady I would be back to make a complaint. I went across the road to the working men's club and got no answer. I then turned to B&M and I actually thought as I was not buying anything there I wouldn't be allowed to use their toilet if they had one. I asked a man to help me in the store. He took me to the toilet. He was so nice. I had to dispose of my underwear and I smelt. I looked at the receipt and saw the two items at the top of the receipt. I went back into the store and approached the lady and said I wanted to make a complaint and she then turned round and said she was ever so sorry. I told her it was not good enough in the circumstances. I said that if she was that concerned she should have been so when I came in the store, that she could have held on to the hats while I found a toilet. She could have even gone to the toilet with me and stood outside and shown some compassion and humanity, or she could have taken the things to the counter when I entered. I asked for the address of the managing director. Instead I got the manager. I explained to him the situation and he said if I had gone to her when I came in then he would have a word with her. No sorry. He gave me an email address. That was it. I exchanged the items with the receipt. I left feeling absolutely distraught and in a mess. I have never been treated like a thief, been humiliated in such a way, felt dirty and the lowest of the low like this before. I share this because of how it has made me feel. What has it come to? Are we more interested in thieves than customers? Are staff not able to apply some commonsense. I was degraded on every level. Please don't come up with excuses. If other stores can treat people with dignity and respect as customers when you are not even using their store then why can't Matalan? I want a formal sincere apology at the very very least and a commitment to never let a situation like this ever happen to any other customer. I'm 65 years old. I have shopped at matalan for years and have spent a fair bit with you. If it was you, would you continue to do so? To add to this I contacted the customer service unit and read this out. The line I got was they didn't need to provide toilets. I also could not send the complaint by email as it said there were unsuitable words in it and they could not give me details for the managing director. No wonder you don't see bad reviews”

Posted 4 months ago

“Self service tills are horrendous. Second time now I’ve missed a security tag on clothes for my holiday. A jacket I can’t ware. Last time is was a pain as I hadn’t my receipt. Now I’ll face it again when I get home. Last time I serve myself, they either do it for me or ll walk out leaving them to put it all back. Used to be good, wouldn’t care they are not even quicker as people fumble to find bar codes etc. Apparantly new owners after original owners sold up. Doomed to fail unless they get their act together.”

Posted 4 months ago

“Self service tills!!! Absolutely horrendous. These are not for the convenience of the customers. Totally stressful, spent ages having to search for hidden bar codes (multiple items bought), had to get assistance as it didn’t recognise my Matalan card, then again to prove I was over 18 because there was whisky in some truffles I had bought! Then it declined my card despite there being nothing wrong with it so it had to be processed through another card machine. One poor woman having to supervise numerous checkouts! Ruined what had been until then a pleasant morning. Total self service is not the way forward, not appropriate for the elderly, disabled, dyslexic, and probably a whole lot more. What the heck happened to genuine customer service when items would be handed over to a real human and all we had to do was pay?! I won’t be back!!”

Posted 5 months ago

“NO STARS !!! Awful service thought shop if any kind of service at all Very rude grumpy staff Self service machines need the bag option taken off paid for a bag only to have to ask for one then be told it’s not an option any longer after paying for one Had to waste time queuing up for a refund on the one manned till to be greeted by most miserable person on the planet”

Posted 5 months ago

“Very poor service at tills. No smile or courtesy from staff, no thank you. Not the first time either I've had 'no service ' in fact it's every time. Why am I even going back? Never again.”

Posted 6 months ago

“If I could give no stars I would. Customer care is customer don't care. I tripped in a pothole outside matalan And needed assistance with a chair and a drink which there wasn't any to help me as I felt pain. A report was filled out and I complained that there wasn't anything to help me in store. Customer don't care service turned it on me and said I declined all refreshments,a chair abd bandages.REALLY!!!! talk about gaslighting me.reversed on me.and I called several times so I can say that I wasn't lying And could someone ring me. 3 weeks on and I'm left as a liar. They really do not care.i csn never shop there again. No empathy. I was glad to get out of there yo get my own drink with my friend who was driving sbd lucky she was. One unhappy customer.”

Posted 6 months ago

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Matalan is rated 3.6 based on 1,858 reviews