Matalan Reviews

Name: Matalan
Rating: 3.59

3.6 Rating 1,858 Reviews

65 %

of reviewers recommend Matalan

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

Anonymous

Anonymous // 01/01/2019

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“Ordered online and returned to local store on 5 March, no email received so contacted CS who confirmed items had been received and credit would be 14 days. Now 18 days later and no credit to my bank account”

Helpful Report

Posted 3 years ago

“IT Luggage Divinity Suitcase large size cost £55 to collect, although the money came out of my bank account, there is no receipt or any type of email to prove I can collect, in fact it’s like the product is only on “my bag” like it wasn’t paid. I really need the luggage urgently or my money back. There’s no phone line to contact as they use COVID as an excuse to close down the lines, there for there’s no answer to my complaint I lost my money and no luggage”

Helpful Report

Posted 3 years ago

“Click and Collect. Surely after several lockdowns you would have got the click and collect service down to a tee look at all other retailers for guidance. Waited outside St Helens store for 10 minutes knocking on door . Called number posted on the door . Could hear phone ringing in shop still waited further5 minutes before miserable shop attendant came .No smile no good afternoon nothing. And this is not the first time Dreadful service Never shop there again”

Helpful Report

Posted 3 years ago

“Unfortunately just like everyone else i only received half of my order and they took full payment. Thieves shamelessly ripping of customers! Dreadful experience spent quite a lot only to receive some of the goods, customer service lines not running convieniently emailed so many times to no replies wrote on facebook Instagram nothing took full payment and never sent items I have now taken this up with my bank that way but disgusted by Matalan dreadful experience real shame as always shopped here they took all the full payment exactly as someone else said I SUSPECT THEY ARE GOING BANKRUPT AND TAKING FRANKLY STEALING ALL THE MONEY THEY CAN FROM THEIR LOYAL CUSTOMERS ALONG THE WAY”

Helpful Report

Posted 3 years ago

“Myself and my wife have used the store for years, with no problems until recently. My wife made an order online, for four items of clothing. One of the items did not fit, so she returned it to the Waterlooville store on 02/03/21. After nine days, my wife returned to the same store to query the missing refund (not paid into our account). The staff member she dealt with was extremely unhelpful and generally rude in her manner. She insisted that it was our responsibility to pursue the refund with the Matalan head office and insisted there was nothing that she could do locally in-store. Eventually, the staff member reluctantly got the Manager to assist. The Manager checked the order details and assured my wife the payment would be in our account within the fourteen day returns window. It's now nearly three weeks and we are still chasing up our missing refund with no joy. The store have insisted they have refunded the item, yet no money has been paid into our account. We offered to take a bank statement to verify this but got no response.”

Helpful Report

Posted 3 years ago

“Over £100 worth of items ordered 4 weeks ago. No delivery. Chased numerous times through email and social media. They don't respond and you can't currently call as Matalan have closed their phone lines. Finally an email to say my package has been lost by the courier but instead of resending they are cancelling my order and will refund. The customer service is terrible. Why Matalan are spending budget in a TV sponsorship when they can't get the basics right is beyond me. This company needs to prioritise its spending!”

Helpful Report

Posted 3 years ago

“How can you order 3 large t shirts and a pair of child's size 1 Chelsea boots and only receive a pair of ladies size 7 high heel open sandals that you haven't ordered? No response off email complaint after 4 days. Anyone out there waiting for some sandals??”

Helpful Report

Posted 3 years ago

“I returned an order on the 1/3/21 and I’m still waiting for my refund been to the shop and all they say is that they have processed their part, can’t get any response from customer service which is what I was told to do”

Helpful Report

Posted 3 years ago

“After doing an order and checking reviews to see if there was any chance my order could come early, I was very worried to see so many bad reviews! However I had the complete opposite experience, no money was taken until the order went through and as they were unable to deliver the one item instead of refunding they only took payment for the items that they were providing in the order. My order came very fast and everything was in my order and I'm very happy to have done business with Matalan as usual the clothes are to a high standard and will definitely use them again thank you!”

Helpful Report

Posted 3 years ago

“Without a doubt this company have gone downhill badly! Ordered goods which were due to be delivered on or before 25 Feb by Hermes (that was the first red flag). Goods of course didn't arrive and untraceable, so then the inevitable delaying tactics and emails started. We are now on the 'let's try and get a refund' stage which has also passed the time estimates given. A complete shambles start to finish!”

Helpful Report

Posted 3 years ago

“Received my order delivered by Hermes, 3 of the items where smashed to pieces and one item was missing, I’ve emailed every day with my order number and have been totally ignored, I will never buy from Matalan again even when the stores reopen, I am disgusted with their customer service department. SHAME ON YOU MATALAN 😡”

Helpful Report

Posted 3 years ago

“Abysmal customer service, wouldn’t even rate it 1 star. I ordered an item on 25th January 2021, was sent an email confirming my order and the money was taken from my account. Weeks went by and I received an email saying my item had been dispatched ... well we’re now nearly mid March and I haven’t received my item. I have emailed the customer service team several times (their phone lines are closed) only to get pitiful responses from their incompetent team. I got one email saying my item was missing and they couldn’t source it so she had sent the money back to me and it would appear in my account 3-5 days ... that was 11 days ago now and no refund. I am still waiting a response to my emails, an apology and my money back. Absolutely disgusted in their lack of service and that they would withhold people’s money in these difficult times”

Helpful Report

Posted 3 years ago

“Complete shambles will never shop at Matalan again, they have no clue as to where my order is and only sent 1 item from the delivery and saying all of it was delivered, am totally shocked at how rubbish they are, stay away from this clueless company!!”

Helpful Report

Posted 3 years ago

“41972507 Utter shambles. Do not shop with this company. They take your money and then don't deliver all the goods. When you complain you get conflicting messages telling you it's on it's way whilst at the same time telling you it's already been delivered when it hasn't and you can prove it. Luckily for me it's only around £20 so it could have been a whole lot worse. Photo showing what was delivered and what was missing.”

Matalan 1 star review on 27th February 2021

Helpful Report

Posted 3 years ago

“#42001131 Matalan, what a load of rubbish online you are totally out of your depth. I placed an order for 6 items which was accepted and you emailed to say you would inform when despatched....received an email to say the boots could not be sent and you would credit me, so I went on your website to see if they were out of stock......and they were in stock so I ordered them again and paid p&p again......the boots came 1st out of the 2 orders, so I waited a few days and the second order came, but it was not the full order there were 2 items missing so I email cs to ask if they were to be sent separately as when you informed me it had been despatched it was the whole order. The next day i receive an email saying you have received my returned items........I DID NOT RETURN THE ITEMS you did not despatch them I still want the items, i have emailed you regarding this and my email must of gone into the matalan ethos because now you are ignoring my email........very poor cs when this is all over I will not be back as a customer I will take my money else where to a business that are more professional and actually give a good service when I spend my hard earned money with them. I wish I could of given minus 5 star review”

Helpful Report

Posted 3 years ago

“I have sent 14 emails to customer services as I haven't been refunded for 2 items I returned in the middle of January. They reply with template letters that don't address any issues I raise. I ordered goods online using a gift card and was told the refund would go back on the card. So far I've been told to travel out of my area during lockdown to visit my nearest store that's open for click and collect and get them to deal with it. Then I was told the refund was done and to contact my bank. Then I was told, sorry, it was refunded to the card. - But it wasn't. I then emailed saying the card obviously wasn't working as I was assured the refund was done but when I try to place an order I get a message saying the card has a £0.00 balance. I had a long reply - template letter - telling me I can use a gift card either online or instore. Thanks. Very useful - NOT!!! I agree with the person who said they think Matalan will be next to go bankrupt. I've also been told to phone various numbers when they quite happily publish the fact that no phones are being answered as they're too busy. They would reduce they're workload over 90% if they answered the questions and paid attention to detail. My issue could have been sorted in one email. I've just sent email 14 and counting. They're profits are down and the CEO puts it down to lockdown. He needs to open his eyes and look closer to home. His customer service department is a total disgrace.”

Helpful Report

Posted 3 years ago

“I returned goods bought online yesterday received an email today confirming items returned excellent service”

Helpful Report

Posted 3 years ago

“Am still waiting for a refund from October 2020.! Customer Service is non existent. Phone lines not accepting calls, automatic replies to emails, I even tried ‘snail mail’ to no avail. Shopping in store has always been excellent with pleasant, helpful staff, I will never shop online with Matalan again, am expecting this to be the next shop to go bankrupt. My advice is not to order from this company, you won’t see your goods or get a refund. Beware...”

Helpful Report

Posted 3 years ago

“I've had a Matalan card for year's and l have never ever received anything, in regards to offer's or birthday vouchers, in which you claim ! What's the point in having it ?”

Helpful Report

Posted 3 years ago

“Good Service”

Helpful Report

Posted 3 years ago

Matalan is rated 3.6 based on 1,858 reviews