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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

“I made an order online, and it has been 6 working days and I hered nothing not even a call or email to what's been happening with my order I call customer service to here what's going on the customer service said that my item should be in store and I can go to the Matalan store to collect it because customer service took my order number I went to the store there was no order there which wasted my time, I call back the customer service with my order number they said I have to wait another 2 days which will be 11 days in total why should I wait that long for 1 item then I get a message saying my item is refunded, as long as I live I will not buy from Matalan store or online after all the years of buying from them YOU HAVE NOW LOST A CUSTOMER.”

Posted 8 months ago

“Stuck will a birthday present of a lovely item of clothing which is too big but because of the 14 day exchange policy they won’t change it for a smaller size, dreadful customer service, won’t bother with them again”

Posted 9 months ago

“Ordered several items to be delivered to Devon which was sent to me in Hampshire Tried to find a Phone number but That was useless im getting VeryFrusted”

Posted 10 months ago

“I took my wheelchair bound mum in-law today to buy a dress. Catherine the assistant went above and beyond to help us order the one mum had seen but didn't have in her size. Thank you Catherine so grateful for your help. Halton branch Leeds 15”

Posted 11 months ago

“I purchased 3 sets of bikinis for my holidays, one set the stitching broke on the first time of wearng, the 2nd set went all saggy went it got wet, I didn't bother wearing the last set, on my return from my holidays I went back to complain and get a refund on the goods but was refused as 14 days had passed. My advice to prospective shoppers is to shop elsewhere, poor quality and disappointing service.”

Posted 11 months ago

“Matalan should be ashamed of themselves..You place an order online as the stores don't stock everything.Surprise Surprise it doesn't arrive instore for click & collect. Declared a missing parcel by Evri delivery team. I know Evri is not the best sometimes but surely can't be their fault all the time.I'm convinced Matalan is not sending out the parcels & keeping our cash for some length of time before refunding.Come on Matalan if Evri is that bad why do you continue to keep using them.Will never order online ever again or for that matter I will never go back into your stores ever again.Your customer service instore is as bad as your online service which is nonexistent.”

Posted 1 year ago

“Very, very disappointed with Click & Collect service. Placed an order on 26th July, received an email informing me that items had been despatched and they would be in store for collection between 29-31 July. Tried to cancel order and be refunded on 3rd August and received an email that I couldn't cancel because it was being prepared to be despatched, having previously been told it HAD been despatched. Today, 4th August, still not arrived in collection store.”

Posted 1 year ago

“Good selection of products but I am fed up of the queues at the till. Only 2 out of 7 tills were manned today (5 are self service that nobody wanted to use - including me!). Staff are doing their best but please - more manned checkouts and less self service tills!!”

Posted 1 year ago

“Something gone seriously wrong with Matalan service. Ordered jumper for home delivery which was 'lost in transit'. Hassle of getting refund as wasnt even given option of replacement but was still in stock so reordered for in store collection. Got email to say to collect. Went to disorganised store and waited ages while looking to be told it was 'lost'. At this time frustrated and asked to speak to manager. Clearly disinterested when came and told nothing she could do. No apology, help to find where missing or to contact anyone. Left really upset and frustrated. Rang customer services to be told no complaints department but manager would ring back in hour. They didnt. I rang back and to be fair man was apologetic and said very poor service and would feedback. Appears item is not in stock and wasn't lost in transit! God knows why they send these messages then and i was asked to collect non existant item. Another refund. To cap it all just checked again and website saying in stock. What on earth is going on, sort yourselves out!! Won't be returning any time soon.”

Posted 1 year ago

“Only 1 till open and 4 people queuing, which took forever because the person being served had a query. The person trying to get customers to use the self-service tills would have been more useful behind a till, but she just stood there aimlessly. Several staff were milling about behind the tills but made no attempt to open another one. I don’t shop there very often and will be reluctant to again. Matalan obviously has no regard for their customers and think we have all the time in the world. Abysmal customer service. In fact NONE.”

Posted 1 year ago

“Placed and paid for an order and hasnt arrived contacted both hermes and matalan and received an automated response stating they're customer service was now on holiday! Terrible”

Posted 2 years ago

“Wasn't allowed to be served by a human as I wasn't paying by cash. Self service till kept playing up..staff member had to come over 3 times by which time i was really annoyed as probably took twice as long! A lot of people still want the personal touch when purchasing from a store...Big mistake Matalan.”

Posted 2 years ago

“Plain and simple BOYCOTT MATALAN Bunch of crooks.....take your money and nothing to show for it. Hope they go bust...”

Posted 2 years ago

“Could I start by saying I hate self scanning machines. So very annoyed that Matalan have turned all their tills to self scanning machines. I was treated very badly by two members of your Corby branch today. I was told that I couldn't use the only till with a person on it because they don't take cards on that machine. On that occasion I was eventually served by a lovely lady. Today I was treated very badly by a young girl who talked at me and would not listen to me. She stomped off wouldn't give me her name. Another member of staff came over and said to me that she would ask me to leave if I abused her staff. I can assure you that I have two daughters of similar ages to the two shop assistant that I dealt with today and wouldn't want my daughter's to be abused by a customer. You lost a sale of over £150 in your Corby branch today. I would be more than happy for you to review the CCTV footage of my encounter today. Come on Matalan bring back manned tills and do some customer service training.”

Posted 2 years ago

“Matalan sent me a 20% discount code that included 'Home' items, apart from furniture. I ordered a light online and it wouldn't let me apply the discount code. I complained on Trust Pilot and had a response from Matalan, who said that 'home' items are not included in the discount. WRONG. I have the discount card to prove it. Check your promotions Matalan and then think how you are going to wriggle out of dealing with loads of people who try the codes to buy homewares... This is a con out and out and Matalan should be aware of the terms of their own promotions. Why are they saying that this latest promotion does not include homeware, when clearly is DOES, apart from a very few exclusions, such as furniture...? I am not happy with Matalan's response and lack of clarity or fairness on this issue.”

Matalan 1 star review on 18th June 2021

Posted 2 years ago

“Illegally took £96 from my account for an order I never placed and never received. 1 week later n still no refund ! Reported as a fraud. These are a VERY dishonest company”

Posted 2 years ago

“Bought a gold bracelet approx 2 weeks ago. I've only worn it a handful of times but the elastic is already fraying and about to break, so I can't wear it anymore unless I can find a way to fix it. Poor quality.”

Matalan 1 star review on 9th June 2021

Posted 2 years ago

“They cater for the smaller women, the very small section of clothes for the bigger lady isn't very nice. Frumpy, it's like they think we should cover up! Why can't all the clothes come in all the sizes? It's discrimination!!”

Posted 2 years ago

“Visited my local store today. Will think twice about it now before going back ! Self service tills !!! What a palaver. Glad I don’t have young children because that would be an even bigger nightmare”

Posted 2 years ago

“Awful just awful won’t be using them again They have lost a customer”

Posted 2 years ago

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Matalan is rated 3.6 based on 1,858 reviews