“I feel from reading other comments and from my recent experience from shopping in Matalan it would be much better to do away with the self service tills. The assistant who was asking the waiting customers to move across to them was helpful but it causes confusion and customers were having to move around the different queues. It would be easier if that assistant had actually been serving. The till areas are too close especially during the current circumstances.Not the best idea in a clothes shop.Come on Matalan give people the service they want when shopping please.”
“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.”
“Discovered today they had only self-service tills - can’t use your card at the only staffed till. Sod that Matalan, I won’t be back. Queues were huge, everyone was struggling to use the tills and getting flustered. Clothes shopping is meant to be enjoyable, not stressful or humiliating. No point avoiding buying online if this is how it is when you shop in person.”
“The self service tills don't seem particularly covid safe, I tried to point the barcodes at the scanner but to make it work I would need to pick up the hand scanner - which would have been handled by customer after customer all day. Health and safety? Self scanners are taking jobs away from local people, a big no for me. I left the goods at the till. I love Matalan goods but no thanks..Sort it out please Matalan.”
“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!!”
“The self service tills didn't work properly. I have arthiritis in my hands and really struggled. The manned till had a very long queue. Feel sorry for the staff.”
“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”
“Visited the store and after picking up a fair amount of clothes was confronted with self service check outs, if I had known I wouldn't have picked up so much
I watched one young women struggling with a toddler and trying to scan, discard hangers and tags one handed, absolutely rediculous
Very disappointed and I won't buy as much in future because although it's fairly good value I'm not interested in checking out my own items and prefer a service from a person not a faceless machine”
“I’m giving 3 stars as prices for something are still good but some the same as say John Lewis but without the good customer service. What have you done matalan, self service tills, where the customer has to remove hangers, security tags and pack. There was a lovely lady there to help but why are you putting people out of jobs. If you have done this to stop queues, it doesn’t, as people will make mistakes. I am a frequent shopper to matalan but not sure any more.”
“Sent the incorrect item. When I emailed to advise I am not happy to pay the postage costs to send the item back they told me to return it in store...This isn't a solution as you're still paying out in petrol/parking/public transport fares. Customer service poor and slow, no apology and no useful advice given.”
“The clothes just fall apart! 1st time wearing P.J bottoms big hole appeared and T shirt today first time wearing has a big hole down the side where the stitching has come undone . The clothes are not fit for purpose . Even Primark has better quality . Clearly quality control has gone out of the window”
“Absolutely disgusting service. No one gets back to you when you email. Sick of waiting for my refund. Told 3-4 days then 7 days then 14 days and I am still waiting.”
“Directed to a self service checkout, nobody to help just a staff member directing you to use self service. I managed to leave the store with a security tag on a jacket - now I will have to return to have it removed. I do not go clothes shopping expecting it to end in such a despicable way. I want to be served by a human not a computer!”
“Waited 3 weeks so far for my order that they claimed would be with me within 5 days. Sent 3 emails asking where my purchase is as I was unable to call customer service department because the lines are closed and still no response. An absolutely joke. ( 43478246 ) funny how they can reply through a review site but do not reply to three emails.”
“visited today 25 april.. have not been there since end off last lockdown...it now appears that if you pay by card you will be forced to use the self serve tills??.. when last visited there were humans on the tills speedily working through the queues.. now there is one rude staff member pointing to the tills... if i was on my own i would have left the items there and walked out.. i do not go shopping so as i can pretend to be a customer service operative!
Perhaps i should have arrived 1 hr before opening and put the broom over the store and maybe got some stock out on the hangers?.. what ever happened to customer service?.. i asked why this was so and was told this is how it is now?.. nothing to do with covid..just how they do things now...so if you want to be stuck behind queues off frustrated people being forced to use self service tills then this is the place for you......good luck,,and well done to mataland for turning a once bearable experience in to a nightmare to be avoided... 1/10”
“Terrible customer service. They sent my wife a dress still with the security tag on. Tried ringing them, waste of time , they just do not answer. Sent their customer service an email. They replied that we should take it back to a click and collect store and get it removed. Excuse me but this was your fault and then you expect us to use our car in our time and our petrol to rectify their fault. No offer to send us a replacement dress and send the other one back. I sent them another email pointing this out to them but obviously they do not read the actual script as they simply offered us a 20% exclusive discount voucher , which incidentally they had already sent us one the previous day as being existing customers. I sent another email to their Managing Director ,Jason Hargreaves as well as customer services. Surprise, surprise get the same reply an exclusive 20% voucher ( one of which we have already received , remember).
It is my opinion that this company are only interested in your money , they are not bothered about the service they provide and certainly are not bothered about their customer service.
I would recommend that shoppers look elsewhere to other companies who value their customers . There are plenty of alternative companies out there who do value your custom. Use those before you part with your hard earned cash, you have a choice, use it wisely.”
“Been twice to collect order. It says click and collect at any till
Not true, I wanted to pay for something else by card, and was told I had to queue at self service, and then again in cash to click and collect. Confusing system, everyone hunched up in 2 queuing systems. Not good in these days of covid. Basically forcing you to pay cash if you want to purchase andclick and collect tosave queuing twice. Or to use self service till (which I hate, you do the work and people lose jobs) if you pay by card. Taking off tags yourself. I have arthritis and struggle using these tills. Supposed to be encouraging people to pay by card in these covid days. Self service tills are ok if you want to use them. Matalan are not giving you the choice, to have a cashier help and pay by card. Appalling customer service. You can get through Asda on a saturday morning with a huge trolley of groceries quicker than click and collect and a purchase at Matalan.”
“Ordered a pair of trousers from Matalan and after 5 weeks still no items, contacted customer don't care department (online only so never answered any of my questions). When asking for refund was told I needed to provide my life story to get a PayPal refund. Cut a long story shorter opened PayPal case to get refund, NEVER AGAIN.”
“I placed an order with Matalan on the 10th April, it has been with Hermes since the 13th and the tracking said they expected to deliver on the 14th but it has not left Hermes yet. Emails to Matalan are returning that they are experiencing delays and to be patient, but this is about a delay with Hermes, and I cannot get anyone to look into this. No phone services, email only and fobbed off every time. Very poor service. Do NOT order from them”
