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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’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.”

Posted 2 years ago

“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.”

Posted 2 years ago

“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”

Matalan 1 star review on 29th April 2021

Matalan 1 star review on 29th April 2021

Posted 2 years ago

“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.”

Posted 2 years ago

“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!”

Posted 2 years ago

“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.”

Posted 3 years ago

“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.”

Posted 3 years ago

“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”

Matalan 1 star review on 21st April 2021

Posted 3 years ago

“Customer service is a joke. I've had a delivery come through and half the stuff is missing. I've waited for the relevant 15 working days on the sales items and now its been over a month, I'm getting no response from their customer service. There is no phone number to call. Absolutely frustrated now.”

Posted 3 years ago

“Wouldnt bother ordering from matalan . They don’t arrive , and what ever does arrive isn’t what you ordered . Waste of time . Took over 5weeks to arrive and it wasn’t even in the correct size .”

Posted 3 years ago

“I don't want to leave bad reviews but this store sadly takes the cake. I'll explain why. 1) Over the past month I've ordered items 3 times and each time they've cancelled my order. Why have it listed on the website? if you haven't got the stock, say it. Highly annoying when it happens over and over again and you've no idea if the thing you bought has been bought or not. 2) Processing times are slow. You have to wait up to a week to find out anything about your order (Mine were cancelled 3 times, but i still had to wait nearly a week to find that out) On the pros side, they do fairly good sales and a decent selection of clothes it's just a shame they destroy their own rep by simply not having a website display the correct stock they have at the time of viewing like most other websites/stores.”

Posted 3 years ago

“Absolute rubbish company waited over 4 weeks to be told my parcel had been sent out.4 days later its missing and they have issued me with a refund yet said it had got sent out.7 days later still waiting for my refund of nearly 60quid.my bank said there is no refund as it would have shown on there system liars”

Posted 3 years ago

“Ordered an item for elderly shielding parent over a month ago Hermes tracking say it is out for delivery to the wrong address Hermes customer service a joke and no phone line for Matalan customer service No reply to 3 emails from Matalan Money went out off my bank straight away Very poor service even in these times Won’t shop there again”

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...”

Posted 3 years ago

“Ordered some items a couple of weeks ago, the package has just arrived. Two items that were in stock when we ordered them are missing and a black blouse has been replaced with a black jumper. Plus, the whole order was squashed into a bag that was far too small, like no care has been taken at all. We have ordered from Matalan many times (including during the pandemic) and have never experienced such shoddy service before . Reading through the other comments it sounds like they've replaced their warehouse staff with work experience kids who couldn't give a stuff. Will be shopping elsewhere in future.”

Posted 3 years ago

“Not very happy with matalan, every time I order it’s all in stock then get a email to say some of the things out of stock, If I knew that to start with wouldn’t have ordered just to get one item pay postage then if not wanted for whatever reason then you have to pay postage back, , Fed up with it so not ordering again although I like their clothes,,”

Posted 3 years ago

“Ordered and paid online for a product. Received an email 3 weeks later to confirm product has been dispatched to store and customer will be notified when it’s ready for click and collect. Emailed the customer service team to follow up on delivery status. Was informed that the store did not received the product and a refund would be made. Just to be clear - I’m more disappointed with the LACK OF COMMUNICATION by keeping me waiting in the dark. This will be my first and last time shopping online and in-store with Matalan.”

Posted 3 years ago

“Ordered a sweater and completed an incorrect address by mistake. Called the customer service number - closed due to Covid )which after 10 months is totally unacceptable - if you’re taking money you can provide the service!). Sent an email to receive a reply ‘sorry due to system limitations this cannot be changed once ordered’ - beggars belief. Next retailer to go bust watch Thai space!”

Posted 3 years ago

“Absolutely horrible place to work for, the pay is awful and staff were unfriendly”

Posted 3 years ago

“Am waiting for a refund from 31.10.20! Customer Service is non existent. Only automated replies received to email complaints even on TrustPilot! Even tried a handwritten letter. Am a disappointed and poorer ex customer. Beware...”

Posted 3 years ago

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Matalan is rated 3.6 based on 1,858 reviews