“The doormat is good quality with lovely subtle colours. Flexible options on delivery ie where the item could be left etc which I appreciated. Would recommend.”
“1st toilet seat was broken on delivery, complaint was delt with quite quickly but when i went to collect 2nd one after receiving an email to say it was ready it wasn't there and have not had a reply to my email regarding this! Wont be ordering again.”
Hello Debbie,
Thanks for your feedback.
Having looked into your order I can see that unfortunately your initial order was damaged however this got resolved with a replacement seat being despatched. You mentioned there was no reply to your email, I am unable to locate a second email to hello@matalandirect.com which has lead me to the conclusion that it must have been sent to the courier service DPD. I have been in contact with DPD and i can confirm that your item will be back at the pick up shop at an estimated time of 2-3 days. Please accept our apologies for any inconvenience caused regarding this issue and your feedback has been passed onto our courier service to prevent reoccurrence.
Kind Regards
Tyrone
“Excellent product (sensor bathroom mirror), great value and brilliant delivery service... Packaging fantastic , no way the big mirror was going to be broken in transit... Top marks Matalan”
“Easy to order. Good quality products at a good price. Excellent delivery service. Very impressed with Matalan Direct. Will definitely order again from you and will recommend to friends and family.”
“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.”
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
“Love! Love! Love these Chairs, the quality is great they look much more expensive than they were and in fact no different from the more expensive ones out there. really well packed (a little too my partner would say) Delivery was on time.
I also chatted with customer service before I placed my order as the white chairs were out of stock and they were really helpful informing me when the item would be back in stock.”
“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”
“Absolutely horrific shopping experiance as my daughter fainted due to the heat!!! Why on earth does the store in openshaw not have air con?
Is this a way to attract customers or make them run a mile? I don't have to go there again but what about the staff, illegal working conditions over 27?!!! Do something for the customers and staff!!”
“Products arrived damaged/ scratched, lots of marks of one description or another. Drawers for the bookcase are very flimsy. One of the plastic legs for the sideboard was in pieces. The inner shelves etc aren't the same colour as the outer.”
Hello Vicki, Thank you for your feedback. Please accept our sincere apologies for the condition in which your order was received. I can see that you have been working with us to find a suitable resolution and agreed to keep the items at a discounted rate due to the minor damages described. The images provided have been forwarded onto our Quality Assurance team for their attention as we are always looking at ways to reduce defects and improve the quality of the goods we despatch. If you require any further assistance regarding your order please do not hesitate in contacting us. Kind regards Karl
“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.”
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
“Wrong items sent. After two unanswered emails I telephoned and was promised correct items would be sent and wrong items collected. No collection made, I telephoned again and got more promises. Then an email saying website was wrong and items I ordered were not available. Alternative offered bit at a higher price. After another phone call I was eventually offered a £10 voucher only valid on Matalan Direct. As I will never shop there again I am out of pocket and having to shop elsewhere. Very poor after sales service”
