Matalan Reviews

3.6 Rating 1,855 Reviews
65 %
of reviewers recommend Matalan
3.6
Based on 1,855 reviews
Shipping & Delivery
Delivery Methods
Courier
Average Delivery Time
Over 7 Days
On-time Delivery
Greater than 25%
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
Zdenka Heric
Matalan 1 star review on 19th October 2022
Zdenka Heric
Matalan 2 star review on 3rd November 2021
Alyson
Matalan 1 star review on 18th June 2021
Terri Hills
Matalan 1 star review on 9th June 2021
Linda Wills
Matalan 1 star review on 29th April 2021
Gareth
Matalan 1 star review on 29th April 2021
Gareth
25
Anonymous
Anonymous  // 01/01/2019
We are pleased with our recent purchase of dining chairs from Matalan. However chairs were difficult to assemble as the screw holes were not that well aligned on two of the chairs.
Helpful Report
Posted 7 years ago
I liked the pattern of the curtains and the quality however they were cut wrong! The curtains are Wonkey and became the pattern also rises on one side it enthersised the wonkeyness! Likely my partner is in the trade so packed one side to try and even it up as much as he could! But really disappointed with it! Are they not QC'ed?
Helpful Report
Posted 7 years ago
Hello Georgia,Thank you for the feedback! It is unfortunate to hear that you are were unhappy with regards to the pattern on your curtains, my apologies for this as customer satisfaction is extremely important to us so any incidents such as these we do urge customers to get in contact with us as soon as possible in order for us to get any issues resolved. Kind regards Tyrone
Posted 7 years ago
The entire purchasing process felt odd. At the checkout, I thought I would be able to select a date for delivery before paying by adding £2.99 to my bill, but the date and time slot was to be decided about a week later, not selected by me before purchase - what if I was only able to receive the drawers on a certain date and it was not possible for them to be delivered then? I had to pay before finding out - not cool. I was then sent a confirmation email, which felt normal, but then also got a second email saying "Your request (...) has been received by Matalan Direct, and is being reviewed by our support staff." - I did not send a request and nothing happened on this thread, so I found that a very strange part of the order process. I contacted you on Twitter about the named delivery date thing and you called me in response, which again, was weird and strangely invasive. I expect to receive notice if I am going to receive a phone call, and I do not expect contacting someone on Twitter to result in a phone call. Well done for working out who I was and everything, but it was pretty creepy. The guys who delivered the furniture asked me to sign to say that I've refused additional help with the placement/unpacking of my furniture without offering me either of those services, with no explanation as to what I was signing. It would have been great to know that the delivery guys were going to call me 20 minutes before they turned up so that I didn't have to get up before 7am to wait for them on a weekend, when they showed up just before 10am and called ahead. Overall, it was quite a confusing process - you would do well to standardise it in line with other e-commerce companies, or at least in line with Matalan.
Helpful Report
Posted 7 years ago
Hello Oletha, thank you for your feedback. Please accept our sincere apologies regarding any inconvenience which the delivery process may have caused you. We do try to provide as much information as possible with regards to our delivery process and rest assured your feedback has has been documented and passed onto our logistics team as this will ensure that as we grow as a business we continue to improve all areas. We appreciate all types of feedback also thank you for taking the time out to leave your comments. Kind Regards Tyrone
Posted 7 years ago
Rug not as good as photo flecks show within the blue background colour and what should be white is a dirty cream. Only reason we kept it was we needed a rug quickly. Would not recommend, not worth the money.
Helpful Report
Posted 7 years ago
Hello Janice, thank you for your feedback. We aim to provide the most accurate representation of our products through our images alongside our specifications.It is unfortunate to hear that you were are not entirely happy with your order as customer satisfaction is of course extremely important to us here at MatalanDirect. We do offer a 14 day returns policy so that if you are not entirely happy with your product you can return it and get a refund. Kind regards Tyrone
Posted 7 years ago
One chair leg shorter than the rest poor q
Helpful Report
Posted 7 years ago
Thank you for your feedback. I'm sorry to hear that we've been unable to meet your expectations on this occasion. Unfortunately although we have a rigorous quality checking system in place at present there are occasions, albeit rare when issues which are hard to identify go unnoticed. To enable us to work with you to find a suitable resolution would you be able to provide us with an image illustrating the issue you are referring to? Please forward the image/s to hello@matalandirect.com (please also quote your order number and name) and one of our dedicated customer service agent will be in contact to advise accordinly. Kind regards Tyrone
Posted 7 years ago
I ordered a sample of a blind, it was'nt the quality that i was expecting. Quite disappointed to be honest.
Helpful Report
Posted 7 years ago
Unfortunately 1 item was badly damaged (which was obvious on outside packaging) and the 2nd item had lots of wrong bits, so the tall boy couldn't be made up .... Just as we moved house, when we needed the furniture!! Feeling Disappointed!!!
Helpful Report
Posted 7 years ago
Hello Wendy Thank you for your feedback, Its unfortunate to hear that you have received your parcel in a condition which, from your description, sound less than satisfactory. We aim to ensure our products are delivered in perfect condition however on this occasion its evident that we have seemingly fallen short of these expectations.For this i offer our sincere apologies. We are currently awaiting further correspondence in reference to your replacement products being delivered to you. kind regards Tyrone
Posted 7 years ago
ordered a blind which has now broken and mechanism ON THE CORD HAS BROKEN MADE OF CHEAP AND WEAK PLASTIC. SADLY NEED TO ARRANGE A RETURN / REPLACEMENT PIECE.
Helpful Report
Posted 7 years ago
Hello Maria Thank you for your feedback, it's unfortunate to hear that you blind is no longer operating adequately. I have attempted to contact you in order to get this resolved for you with either a refund or replacement order.Look forward to hearing from you ,kind regards Tyrone
Posted 7 years ago
I paid for a delivery day choice but the only day I was allowed to choose was a Wednesday as the delivery company only delivered on a Wednesday so I was charged for something I could not have which is a poor choice and service
Helpful Report
Posted 7 years ago
I was pleased with the products, however, the packaging my order came in was very battered, and one of the chairs did have a slight mark on the seat.
Helpful Report
Posted 7 years ago
Hello Louise, Thank you for your feedback, Its great to see you are happy with your products. In regards to the packaging we try to ensure that the contents of the parcel and its packaging are received by the customer in line with the high standards we set ourselves here at Matalandirect. On this occasion however it seems as though the packaging has been slightly damaged in transit, this something which i apologise for and i assure you it will be passed onto our courier service to ensure that that something like this does not occur again. Furthermore, in regards to the mark on the seat my apologies again for this, we encourage customers to contact us within 48 hours of receiving the product, if it is damaged as we would then be able to get you a replacement sent out as soon as possible. We appreciate your feedback Louise as it us comments such as these which help in the progression of our Business and attribute to us being able to provide a better service for our customers.Kind regards Tyrone
Posted 7 years ago
Not much feedback from when the items were ordered to when they were delivered. A bit more communication would be nice. Good product though :)
Helpful Report
Posted 7 years ago
Hello Adam, Thanks for your feedback, we do try to ensure that are customers are notified as much as possible throughout the ordering process so that they are kept up to date.However we will of course take your comments on board as feedback such as this is great as it culminates in us being able to provide a better service for all of our customers. As we continue to grow we are looking to improve all areas of the business so we very much appreciate your comments. It is also great to hear you enjoyed your product! Kind Regards Tyrone
Posted 7 years ago
Took too long to get the rugs and when they came they were so small and not worth the money.
Helpful Report
Posted 7 years ago
Good Afternoon Carol, Firstly I'm sorry to hear of your dissatisfaction. In terms of the delivery timescales, having looked into your order I can see that your delivery was made within the advised typical delivery timescales of 4-7 days. We try to be as transparent as possible with delivery timescales to ensure we meet our customers expectations. Likewise with the sizes and specifications of the items themselves which are clearly advertised on our listings. We understand that on occasion our customers may not be satisfied with our products and have a 14 day returns policy in place for this reason. I hope that this explanation has alleviated your concerns, however if you have any further questions i would be happy to give you a call or alternative call us on 0333 344 3177. Kind Regards Tyrone
Posted 7 years ago
The delivery service by Final Mile was unorganized. Pieces were missing. It was difficult to get in touch with the customer service vie e-mail. However, once the problem was logged, it was solved swiftly and professionally.
Helpful Report
Posted 7 years ago
Hello Nadine Thank you for your feedback. It is unfortunate to hear that you has some trouble whilst receiving your order. Having looked into your order i can see that it was indeed a multi item order, in this case it seems that instead of waiting to send all your items together they have sent one of the items as soon as they received them from us as they were trying to get them to you as soon as possible. However my apologies for this as it has resulted in an initial partial delivery which has left you without certain items.We appreciate this feedback and we have passed it onto our logistics team which deals with this, as it will help improve us and our courier service . Kind Regards Tyrone
Posted 7 years ago
The sideboard I purchased is fine. Arrangements for the delivery were extremely poor; nobody took any notice of my attempt to change the date which was just imposed on me! Then when I stated that I would not have time to unpack the item until a week later I was told over and over again that this was too bad and I still only had two days to report any damage!!! Why don't the delivery guys unpack the furniture like other companies I deal with; then I could have checked it and I would not have had all the trouble of getting rid of a huge box and packaging which I had to cut up to fit in my car!!! All in all, the furniture is good but your customer service was very poor!!!
Helpful Report
Posted 7 years ago
I bought the TV unit because I liked the style and it was described as wood. It could strictly be described as wood but plastic coated chipboard would be more accurate. That said you get what you pay for and it does the job although it isn't gorgeous . I found Matalan delivered on time and as specified, although the went a bit quiet after acknowledging the order.
Helpful Report
Posted 7 years ago
Order received was damaged and it took 5 days for Matalan to respond to my complaint, by which time the item had sold out and I cannot order a replacement.
Helpful Report
Posted 7 years ago
Hi couple of pre drilled holes are big and caps fall out
Helpful Report
Posted 7 years ago
The item was good value for money. Delivery is not so great. It was slow and no ability to book a time slot. It is unreasonable to expect people to be available for a whole day. I would not use the online service again because of the delivery.
Helpful Report
Posted 7 years ago
Exactly what I wanted but cost more than I expected.
Helpful Report
Posted 8 years ago
i think the delivery charge of £16.99 is exorbitant and that alone means that I will not be purchasing anything from Catalan again. The drawer unit was OK in that it fitted the gap we had BUT we had great difficulty in getting the screw out of one of the handles and one of the drawers would nt close properly so we had to a bit of adjustment there. Overall i'm not using Catalan again
Helpful Report
Posted 8 years ago
Matalan is rated 3.6 based on 1,855 reviews