Matalan Reviews

Name: Matalan
Rating: 3.59

3.6 Rating 1,877 Reviews

65 %

of reviewers recommend Matalan

3.6

Based on 1,877 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 33%
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

“Click and collect never again ! Ordered 2 separate orders second one delivered to store fine first one after no communication I rang customer service to be told it was delivered to wrong store now I have to wait for them to contact store to send items back to process a refund ? They would not tell me the storeas I offered to travel if need be to collect my items to be told I can’t , absolutely fuming I’ve lost out on xmas gifts and I have to wait x amount of time for a refund never use again”

Helpful Report

Posted 6 years ago

“Went to pick up item at Chester shop Walked up to till male walked away went to next till young girl stood and just looked at me I had to do all the talking she acted like she was doing me a flavour then I was stopped by the male who walked a way putting cash in till it was the manger worst shop I've been in a long time”

Helpful Report

Posted 6 years ago

“I ordered some childrens boots to be delivered to store. They were the wrong ones, meant to be tan in colour but were blue and sparkly. The label even said 'tan' so at a guess there's an incompetent labeller in the warrhouse who has no doubt labelled many wrong! The cashier then said that this was awful and that the boots are way to expensive any way (rugby branch) hinting i should look around. Although I did think of doing this, I decided no, I wanted an exchange for the correct item. She then said this wasn't possible and they don't order anything in. She could offer me a refund and that's it. Then smirked as I left. Shocking, clearly the interview process is 'any jeremy kyle reject will do'. Management no where to be seen ever or any staff around to help. The rest of your questions are not relevant for a click and collect customer so you may want to re think that too. Disgusting service”

Helpful Report

Posted 6 years ago

“Shopping in the Hartlepool store this morning the store was very busy, the queue was massive but all tills were on and did'nt have to wait long, got served on customer service till, assistant was friendly and although very busy, big queue phone ringing other assistants asking for her help she went that extra mile to help me really dont know how she kept smileing, fantastic customer service.”

Helpful Report

Posted 6 years ago

“I bought a blouse, Did not fit took it back the next day with reciept. They would NOT GIVE ME A REFUND. Against consumer rights LAW, I asked for Manager, he was young no manners didnt give a stuff attitude, was told to use my own phone to call head office, where a American accent woman had same attitude, so had to accept voucher for their store where i will not shop now out of principal. Totally discusting”

Helpful Report

Posted 6 years ago

“Bad customer service and had the phone put down on me and was told 24 hours for a refund and to be told that i would have to wait again”

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Posted 6 years ago

“Still waiting for a refund on an order I placed 3 months ago. Customer services are literally ignoring me and the brand director has been "out of office" for the last 2 days. Just been reading through some other reviews on here and I'm pretty disgusted at how many other customers are having similar issues with orders not turning up, being refused refunds and being ignored by customer services.”

Helpful Report

Posted 6 years ago

“Paid compensation of 10 pounds on goods worth 20 pounds and gave 10% discount on other purchased items after agreeing to their mistake by a written apology.”

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Posted 6 years ago

“Online stuffs perfect”

Helpful Report

Posted 6 years ago

“Hi I placed an online order on the 24th of November I contacted matalan to receive an automated response stating the deliverys are very busy and that my delivery would be getting to me, I waited 6 days for my items which finally arrived on the 30th November, I think it's disgusting that 1 I never received an confirmation e-mail after placing my order through matalan and 2 I have yet to receive an e-mail confirming everything. The things I ordered are great I haven't got an problem with them but the customer service is appalling.”

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Posted 6 years ago

“Lovely items great value”

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Posted 6 years ago

“Online service is good”

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Posted 6 years ago

“Excellent service, delivery into their store within 3 days, customer service at their forfront at all times”

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Posted 6 years ago

“always happy to help ,nothing is too much trouble for the staff to help ,and if they don't have it in there store they will always ring one of there other stores to find it for me we;; done Matalan . ruth totton”

Helpful Report

Posted 6 years ago

“Ordered and paid online but when I went to collect my order I was told to stand in the long queues waiting to pay as there’s no dedicated click and collect staff! This was by the store manager!! Who by the way was folding jumpers! I queued for 15 minutes! I thought to whole point of click and collect was so stores could avoid these long queues! Very dissatisfied.”

Helpful Report

Posted 6 years ago

“I placed an order on 29th October for next day delivery and I still haven’t received it, I haven’t even had a dispatch email. I have emailed and phoned several times about this and have been told that nothing can be done with my order as it has been escalated for investigation, this escalation happened over a week ago and I have still had no response, when I phoned to query why I couldn’t have my order sent out while they were investigation the problem the advisor told me he couldn’t give me that information. The customer service from most of the staff has been non existent.”

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Posted 6 years ago

“Good quality cheap prices.”

Helpful Report

Posted 6 years ago

“I ordered some items from Matalan on the 1/11/18, it said that it would take 3-5 days to receive the items. When I hadn't received them I emailed to receive an automated response back, so I waited and then emailed again. When I still hadn't received the parcel I called Customer service, to be told that my parcel had been damaged in transit and that they had taken it back. This was two weeks after I ordered and no refund had been processed. I asked why I hadn't been contacted or refunded and they had no answer for this. I then asked them to resend me out the order and they said they were unable to do this but that they would now process the refund. I have never had such bad customer service. What is the point of a customer service team if they cant actually process anything. I then said that if I had to reorder these items then I should be given the delivery charge back as a gesture of goodwill. They said that they would give me a online voucher, which obviously guarantees that I shop with them again! I wouldn't shop with them again if they paid me, as this is not the first time I have had this experience with Matalan. This happened to me last year too. I should have learnt my lesson.”

Helpful Report

Posted 6 years ago

“I ordered 6 pasta bowls and when they they arrived 3 were completely shattered and I’m not sure about the integrity of the other 3 due to the severity of the damage. I rang customer service and requested a replacement set to be sent out but this was declined as I was told the system didn’t allow it. I can’t understand why not as they have a shopping online system. The bowl were damaged it wasn’t that I had changed my mind and was returning the item. I was told I had to package them up and post them back. I was offered a refund on the 3 broken, I ordered a set of 6, 3 is no use as I need the number so I have bowls to allow me to use the dishwasher. If you buy 6 you expect 6 I was offered a good will gesture of a 20% voucher!!!!! Hardly a good will gesture I have to spend more money to get a measly 20% off! I found this an insult and very poor customer service. If you order something and it’s damaged you expect it it to be replaced. I was told my issue was being passed to head office.. However, I’ve not not heard from them. Absolutely appalling customer service at all levels”

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Posted 6 years ago

“Valued & happy as Shanice (hope it's spelt right) was so helpful, first going into the Stockton to check for an item & then ringing around & getting another store to put the item by for me.”

Helpful Report

Posted 6 years ago

Matalan is rated 3.6 based on 1,877 reviews