“The goods arrive promptly only negative was that two items one cost 7.99 postage and the other 16.99 postage I feel if you order more then one item then you should only pay one postage but the goods are brilliant quality”
Hi Jennifer
I’m really sorry to hear you had trouble getting hold of us. Our dedicated Customer Service team are available anytime from 8am to 6pm Monday to Friday alternatively you can email us and we endeavour to respond within 4 business hours. We also recently launched live chat on our website to make it more convenient for customers to get hold of us.
I can see from our records you contacted us as you ordered a right hand shower bath but required a left hand shower bath. Unfortunately it is not possible to an exchange item and we do ask that a new order is placed and we will collect the original item and then issue a refund.
We’re constantly looking for ways to improve our service so I thank you for your feedback on our returns process. As you were unable to access a printer Sibby posted your returns note to you as requested. I’m sorry if this took longer than you were expecting to arrive. We would usually send this by email so that we can arrange a collection as soon as possible.
Your collection has now been booked and our couriers Final Mile will be in touch in due course to confirm a collection date by email and then phone.
Once the goods have been collected, we will issue a refund to you within 7 working days.
If there is anything else we can do for you please let us know.
I hope you have a great weekend!
John
“Nice to actually receive the purchased item exactly as described and on time. This valve had no joints so there can be no unseen leaks behind the wall that cause so much damage. I thought Matalan only sold clothes but am impressed by the service.”
“Despite my order placed in November, I STILL HAVENT GOT MY BLIND. So fed up spoke to Anthony at Matalan as I also had had two different sub contract companies doing delivery contact me by email but not delivering the goods. I have had 3 messages saying confirm delivery, but they still dont turn up then another message today asking me to confirm and postcode. It is like they are terrified to deliver in case I'm out. They all know I said it is ok to leave with neighbour as I am not b_ _ _ _ y waiting in any more wasting my time. Absolutely hopeless. Ive given up.”
Hi Melanie,
I’m sorry to hear that you have experienced this.
On investigating this issue, I can see that an invalid contact number was entered during checkout, therefore the only contact number that we had on file for you was ‘00000000000.’ Consequently, our courier service could not contact you to confirm a delivery date. A delivery date was first issued to you via email and within our delivery timescales. As this date was not confirmed by yourself, our courier service tried to call you to confirm this, but they were unable to get in touch. Our courier service cannot deliver an order until the deliver date is confirmed and the customer is happy with this.
A valid phone number has now been added to your account as per your correspondence with Anthony and I can see that a new delivery date has now been issued for tomorrow, Friday 18th December.
I apologise once again for any inconvenience that was caused by this Melanie. If you would like to discuss this further, please don’t hesitate to contact me on 0333 344 3177.
Kind regards,
Alice
“goods did not arrive on time scheduled, which then made me late for work and I had to ask a neighbour to look out for the delivery as we had no way to contact anyone, and Matalan did not even reply to our e-mail, still haven't, therefore, no l would not recommend.”
“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.”
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
“Fantastic quality great service from start to finish would buy from again very inpressed. Was keep informed at all times with order and delivery arrived on time stated very happy customer thank you”
“I ordered a metal venetian blind for my study and was so pleased with it I ordered another two blinds for other rooms. They look lovely, are very well made and easy to fit. The colours are gorgeous too. Delivery was slightly late but was informed on the day of approximate time of delivery. Will use Matalan Direct again.”
“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!”
“Excellent service. Great communication throughout. Delivery service best I've had. Driver actually called on delivery day when he was 20 minutes away. Very friendly.”
“Excellent quality items.We had been looking for high gloss units and these are fantastic and the price was good.Delivery was superb.We were informed with status of delivery and was delivered exactly as we had been informed.”
