Name: Matalan
Rating: 3.59

“On Friday 4the November 2016 I ordered an item online (order number 13366771 ) to click and collect. It stated that click and collect takes 3-5 working days so I expected it to arrive around Friday 11th November. It didn't . I recieved an email on Sunday 13th November to say it's been despatched..expected delivery Monday 14th between 8:00-18:00. I didn't recieved a text so I called into matalan the following Thursday 17th november to find out where it was and all they could say is its in transit. Still no sign of my parcel. This service is absolutely ridiculous . My payment has been taken but matalan have not completed the order . I contacted customer services twice with no reply. Rang today was on hold for 20 minutes with no one answering the phone costing me £3. Please can you look into this and contact me asap with an explanation of where my item is and when I will receive it or just refund my money! Thanks Sue McNamara.”

Helpful Report

Posted 8 years ago

Good evening, thank you for your feedback. As your feedback relates to either a purchase made in a Matalan store or via Matalan.co.uk I've passed your feedback and contact details onto their dedicated customer service team. Matalan Direct are the furnishing division of Matalan, we provide the larger home furnishing products we're unable to display in store and have a separate customer service department. Rest assured this issue has now been passed on to the relevant department who will act upon it accordingly. Kind regards Karl

Posted 8 years ago

“I put a order through on a Saturday and paid for next day delivery but still haven't arrived. There isn't a tracking number or anyway to check the status on the official website. What has really ticked me off was that I sent several emails and tried the customer service helpline but nobody answered or replied to my emails. Never mind about the 5 pounds I paid for next day delivery, nothing they do will compensate for the frustration i felt and time consumed searching for ways to contact them. I will definitely NOT be a returning customer nor will i recommend Matalan.co.uk to anyone i come across.”

Helpful Report

Posted 8 years ago

Good evening, thank you for your feedback. As your feedback relates to either a purchase made in a Matalan store or via Matalan.co.uk I've passed your feedback and contact details onto their dedicated customer service team. Matalan Direct are the furnishing division of Matalan, we provide the larger home furnishing products we're unable to display in store and have a separate customer service department. Rest assured this issue has now been passed on to the relevant department who will act upon it accordingly. Kind regards Karl

Posted 8 years ago

“Trying to return a tap which will not fit the sink. Last week spoke to pleasant person who was going to get back to me but didn't. I have been trying all week to contact customer services but cannot get through. I have had an email but that was no help. The message board is offline. All as I want to do is return a useless tap.”

Helpful Report

Posted 8 years ago

Hi Jackie, A member of our team attempted to contact you yesterday and left a voicemail. I can see that Alex from our customer service has been in contact today and arranged for the tap to be collected due to it not being suitable. If you require any further assistance please do not hesitate in contacting us. Kind regards, Karl

Posted 8 years ago

“shocking service!!! They acknowledge the order via email - 3-5 day delivery and then absolutely NOTHING!!! Emails phone calls to chase and still nothing. I also paid for the express delivery service - JOKE. 26 minutes on hold............................”

Helpful Report

Posted 8 years ago

Good evening Debbie, Please accept our sincere apologies for the delay in despatching your order and the subsequent delays in responding to your requests. I can see that Alex from our customer service team has now spoken with you to give you an update and advise of when your delivery will take place. If you do have any further issues please do not hesitate in contacting us. Kind regards Karl

Posted 8 years ago

“Would give zero if it was an option. This is how bad Matalan direct are. 14 days to get the Fierra tap to arrive and when it arrives the tap is faulty as it doesn't fit a standard hole in a uk kitchen sink. Despite the name you can't take it back to Matalan store, so they stick you by charging extortionate delivery price to return the item, worst service ever from any company. Do not recommend you order anything from them.”

Helpful Report

Posted 8 years ago

Hi Jyotika, please accept our sincere apologies for the delay in despatching the tap initially, 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. In terms of the tap not fitting a standard UK sink fitting, this shouldn't be the case and would maybe point towards the product maybe being defective or having missing parts, I've arranged for one of the team to contact you to find a suitable resolution. Unfortunately at present we do not have the facility for online home furnishing purchases to be returned in store, though we are working hard to provide our customers with more delivery and collection options as well as more competitive prices. These changes are imminent, with come changes taking place as we speak with further improvements planned for late this year and early next year. I hope that the above explanation provide you with an insight into the work we are doing and the of the improvements that will soon be made. Rest assured we aim to work with you to find a suitable resolution. I can see that Jack from our customr service team has now been in contact and requested images illustrating the issue. Kind regards. Karl

Posted 8 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.”

Helpful Report

Posted 8 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 8 years ago

“Shocking customer service. Ordered 3 pairs curtains 5th November 2016. Awful quality curtains and still unable to return them. No paperwork with order. Trawled back through emails and then emailed them to arrange pick up the same day the order arrived 10th November. As yet still no response despite several emails requesting collection. Now 18th November, tried to ring local store on 03330044444 number doesn't even respond, just no sound at the other end. Does Matalan Direct even exist anymore as I cannot speak to anyone on the customer service line number or a local store number. will not be buying from Matalan Direct again until they get their act together. Some of the products look great online but if it's going to be this problematic sending stuff back I won't bother. I also thinks they're going to try and charge for the return as well as the £3.99 deliver on all orders.Don't bother ordering from them online click and collect or buy in store much easier than this.!”

Helpful Report

Posted 8 years ago

“What a nightmare to get a parcel returned. Several promises not kept to when I finally managed to speak to someone. I wouldn't bother shopping here”

Helpful Report

Posted 8 years ago

“order MATDIR18300. Well overdue. Still cannot find any means to get a response from customer disservice team. Tried phone, web-chat, email all without success. Phone message invites leaving a message or requesting a call-back - neither works. All I want is to know if/when I will receive my order. Can't even cancel and get a refund. What service is this!”

Helpful Report

Posted 8 years ago

“Service is awful still waiting for my order to be delivered 2 weeks now. They contacted me and tell me lies that it's out for delivery when it wasn't . Please don't use this company”

Helpful Report

Posted 8 years ago

“Ordered product which is now overdue. There is no way to track the order and it is proving impossible to communicate by any means - phone, call-back request, web-chat. No response to anything. As i write, I am waiting for a web-chat response, 20 mins so far. The service is awful. If I could find some way to cancel the order and get a refund I would.”

Helpful Report

Posted 8 years ago

“Ordered bed and mattress matress came on its own. took weeks for them to locate the bed and deliver it. No one seemed to care . Eventually it arrived .so has not encouraged me to order more from you .i live a stones throw from matalan shop ,so if you have not got what I want . Them I will go elsewhere. I have ordered online with furniture companies in Manchester and Leicester . And their communication and delivery service so much better . Kind regards Pat”

Helpful Report

Posted 8 years ago

Good evening Pat, Thank you for your review. We are sorry to hear of the issues encountered with your order. Having investigated further we have established the reason for the delay. This has been reported to the management team at our distribution hub for them to make the required improvements and to prevent recurrences. We would like to offer you a goodwill gesture to acknowledge the issues encountered. We've sent you an email outline this gesture. Again, please accept our apologies for the inconvenience caused. Kind regards Karl

Posted 8 years ago

“It appears to be an amateur company, poor information very poor customer service”

Helpful Report

Posted 8 years ago

Good afternoon Mrs Wade, please accept our sincere apologies for the delay in responding once you'd provided us with images of the marks on the rug. I can see that my colleague Isaac has now processed a replacement order for you. If you do require any further assistance please do not hesitate in contacting us.

Posted 8 years ago

“Two different orders, both turned up broken! The first one I fixed myself, the second I complained, only to be ignored! Turned up broke to which I want to return, no one will talk to me! Also u have the choice of a specified day of delivery if u pay extra? Don't bother with that as they tell u the day they can deliver, like it or not! A month has passed and my broken table is still in a box and I'm waiting for a reply after 3 messages. I left this review for weeks thinking they would resolve it but they never so here u are!”

Matalan 1 star review on 2nd November 2016

Helpful Report

Posted 8 years ago

“I ordered two items via matalan direct and opted for the delivery option that allowed me to select a day which costed a little more than standard delivery, I received a call from matalans delivery service to tell me they were delivering on tuesday but I asked if I could choose the day that is most suitable for me as I had paid that option - to be told that they only deliver to my area on Tuesdays. I contacted matalan and they did refund me the difference but I am confused to why this option is even available? The sink I had ordered was just suitable so I contacted matalan to sort how to return the item to be told I would be best off reselling the item myself on an auction site because to return the item would cost me £20!!! which is not stated on the returns information and If I would have known this I would not of ordered with matalan. I couldn't believe that such a reputable company like matalan were telling me to resale the item!? rather than request a refund. As a first time buyer I found the items on site to be a good price and great range but I will not be shopping with matalan direct again and am stuck with a sink that is not suitable!”

Helpful Report

Posted 8 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.”

Helpful Report

Posted 8 years ago

“I have been waiting 11 days for a delivery. I have contacted the online help sh o stated that the courier who supposedly delivered my order was being investigated. WHAT DELIVERY! I have payed you £60 for goods I have not received. The contract for my goods was with MATALAN, NOT THE COURIER SERVICE. I want a refund.”

Helpful Report

Posted 8 years ago

Hello Susan, as your review relates to a purchase on matalan.co.uk as oppose to matalandirect.com (Matalan Direct are the online only furnishing division of Matalan, we provide the larger home furnishing items we're unable to fit into our stores) I have passed your complaint onto our customer service team for them to investigate further and make contact. Kind regards, Karl

Posted 8 years ago

“I am absolutely disgusted with Matalan direct tried to order dining table but apparently if you live in Scotland you are in a remote region and delivery charge will be £72.00 needless to say didn't order it”

Helpful Report

Posted 8 years ago

Hello Mrs Dougal,Thanks for your message. I appreciate your concern regarding our current remote area delivery costs. Although we are aware that Scotland is not ordinarily classed as a remote area we are bound by the cost attributed to your 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. I'm sorry that we are unable to offer you a more competitive rate at this time. Kind regards Tyrone

Posted 8 years ago

“I got a parking ticket for £155 because matalan didn't have any toilet facilities, I had to take my 5 year old to the toilet at Tesco's shopping centre which took me 20 mins over the parking time limit. I appealed but they were not interested. An expensive shopping experience in which I won't bother again.”

Helpful Report

Posted 8 years ago

Hello Helen Thank you for your message, It is unfortunate to hear you have encountered issues whilst at a Matalan Store. You have come through to Matalan direct the online home furnishings division of Matalan. As your query is in relation to a Matalan store i have emailed you the contact details for our complaints department and hopefully they can work with you in order to find a suitable resolution. Kind Regards Tyrone

Posted 8 years ago

“The website is misleading - the 'named day' service suggests that, like other websites with the same service, that the customer can choose a day of which they would like their item to be delivered. However, I followed the steps and the order went through, giving me no option to chose a day for delivery. After calling the helpline I was informed that the 'named day' service meant that Matalan Direct would let me know the day they are delivering. This was not made clear at any point during the process or anywhere on the website. I called a number of times to try and find out when the item would be delivered as I needed by the weekend for an event (to match 2 of the same item we had ordered previously) and I was told this was not at all possible and that there was no way of getting next day delivery or collecting from a store. Eventually I spoke to Jack who was extremely lovely and helpful and did his best to help me, although it was out of his control. I had to cancel my order, much to my client's disappointment. I found some rugs from a different website which were cheaper, of a better quality and provided options for both next day delivery and immediate store collection.”

Helpful Report

Posted 8 years ago

Hello Adam Thanks for your feedback, It is unfortunate to hear that you are dissatisfied with the ordering process. We try to be as transparent as possible with our delivery services as our with named day delivery service With the named day delivery option selected, our courier service contact you with the next available date. You then have the option of refusing the date provided and choosing a more convenient date of your choice.You are then provided with a 1 hour slot on the morning of your delivery via SMS and email. As the business progresses we aim to provide a next day delivery service and also a click and collect service. My apologies for any inconvenience that this may have caused however rest assured your feedback has been passed back onto our courier team in order to provide a better service for our customers.Kind regards Tyrone

Posted 8 years ago

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

Matalan Reviews