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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Went to luton store, poor customer service, lazy staff, went to ask to check a price, staff couldn’t be bothered to check the price, told me to go to counter and checked, too lazy,”

Helpful Report

Posted 1 year ago

“ORDER NUMBER 50433769 - I RETURNED MY GOOD TO THE MATALAN STORE ON SUNDAY 10TH APRIL. I WAS TOLD I WOULD RECEIVE A CONFIRMATION E-MAIL FOLLOWED BY A REFUND. I HAVE RECEIVED NEITHER AND WOULD APPRECIATE IF MY REFUND COULD BE PROCESSED WITH IMMEDIAT EFFECT.”

Helpful Report

Posted 1 year ago

“Only 1 till open and 4 people queuing, which took forever because the person being served had a query. The person trying to get customers to use the self-service tills would have been more useful behind a till, but she just stood there aimlessly. Several staff were milling about behind the tills but made no attempt to open another one. I don’t shop there very often and will be reluctant to again. Matalan obviously has no regard for their customers and think we have all the time in the world. Abysmal customer service. In fact NONE.”

Helpful Report

Posted 1 year ago

Helpful Report

Posted 1 year ago

“Extremely poor customer service. Matalan does not like giving refunds, even when their items are faulty and not fit for use. Staff use intimidating and passive aggressive methods to make you feel awful for returning am item. I advice everyone to get knowledgeable on customers rights before dealing with them.”

Helpful Report

Posted 1 year ago

“1 star really is too much for such a pathetic service..... I dare customer service to contact me and ask me for my reasons...... You really are abysmal. You have wasted far too much of my time on this matter..... I'd rather dig my eyes out with a red hot poker than order anything from you again! Order number 50663857 Ref MAT15789376X”

Helpful Report

Posted 1 year ago

“Unfortunately the shoe sizing is incorrect on your website. The size guide says a ladies shoe 8 is a 42. I am definitely a 42 with shoes. Ordered online a pair of sandals size 8 and they were a 41 so knew straight away they wouldn't fit. Very disappointed”

Helpful Report

Posted 2 years ago

“Ordered 2 tops online. Luckily had photos of order and payment details. Should have checked them instore. Both incorrect. I returned them to store and they had real trouble refunding as the details on the invoice was wrong. A long queue materialised behind me and I felt really sorry for the staff. Apparently this scenario is not unusual. I live quite a way from the store so won’t be ordering online again.”

Helpful Report

Posted 2 years ago

“Ordered 2 items using a discount code. I thought I had got a real good deal. After a while I was told that the items are out of stock. However, I checked their site and I could still order them. Of course my discount can’t be used again?? It was a one off?? It disappeared! I feel the company doesn’t want to sell me the items cheaper. I was going up collect in store, I also checked another item and no click and collect available so was going to be charged £10.00 delivery for all items, including the 2 seat garden bench cover is far too steep!! They really need to look at their delivery charges. Other company’s charge £3.50 for standard delivery, compared to £10.00 that is way to expensive. Going into the store is a good experience but on-line shopping is very very disappointing.”

Helpful Report

Posted 2 years ago

“I received my online order & one of the items was not what I ordered. Went to my nearest Matalan Store was told they could not accept the return as they had not got the item I wanted in store . I’m now expected to pay to return the item when it was Matalan’s fault . Lesson learnt don’t make purchases online & pay to have them delivered .”

Helpful Report

Posted 2 years ago

“Returns process, find it annoying that you have to pay delivery and then again to return. Spent nearly £8 on a £25 blouse that I didn't keep. Yes you can return to the store for free but that is also costly if no local store. Won't be buying on line from Matalan in future.”

Helpful Report

Posted 2 years ago

“Matalan Bromborough also gone self-service. One young man on guard, lots of old duffers like me trying to scan several garments on an over-sensitive scanner which kept posting things twice. Then you have to remove tags, hangers( no, I don’t want your plastic detritus thank you) and disentangle garments, necessitating further assistance from someone who is with no trace of irony probably a ‘customer service’ person. Why don’t you just give us a few lengths of material, a sewing machine and a pattern, and we can knock up the stuff ourselves, saving you the bother of having to go through all that tiresome mucking about with ordering and importing? Then, once we’ve sold the finished articles to ourselves, we can lock up on the way out.”

Helpful Report

Posted 2 years ago

“Terrible service. I was told that if paying by card it’s self service only. There was no one else queuing or being served and at one point 3 members of staff stood behind the tills doing very little. Mensheviks I struggled to get multiple security tags off the clothes I had bought and then to top it off there were no carrier bags available. I won’t be returning.”

Helpful Report

Posted 2 years ago

“Having the wrong goods sent I had to send back. Took over 3 weeks to get refund as Hermes lost it. Had a voucher for return postage. Tried using it but couldn't get it to work even though customer service said it did work. I would never buy anything from Matalan online again and don't recommend anyone doing it either.”

Helpful Report

Posted 2 years ago

“Placed an order matalan said it was despatched hermes said they have nit received it and to contact matalan which then ignore you please avoid at all costs”

Helpful Report

Posted 2 years ago

“Visited a store today to find the tills are self service, that’s it for me, one girl helping customers to pay using high street vouchers, had to wait till they’d finished to help me with a double purchase on the scan. Not shopping there again”

Helpful Report

Posted 2 years ago

“Ordered items on line. Despite ordering fragile items, everything was thrown into plastic bags with no additional packaging. I have no idea how Matalan thought they could be delivered safely when posted out like that. The plastic bags had been split in transit and everything was either smashed or damaged. Had to take everything back to store for refund where the assistant seemed neither surprised nor bothered and made absolutely no comment at all! All round a really poor experience of Matalan”

Helpful Report

Posted 2 years ago

“Appalling service! Dress arrived from online order with security tag attached! Raised issue last March and still unresolved- sent evidence and tried to return but they will only offer refund after completing an invoice that months later they still have not sent me! Worst service ever and I will never buy from them again!”

Helpful Report

Posted 2 years ago

“Placed and paid for an order and hasnt arrived contacted both hermes and matalan and received an automated response stating they're customer service was now on holiday! Terrible”

Helpful Report

Posted 2 years ago

“I ordered 2 coats. One arrived but I took it back to the store. £35. The other never arrived. After sending emails and ringing the store and being told it was on its way I decided to contact PayPal and opened a resolution. Had refund of £45 with a few days.Thank goodness I used them. Shame as I like the store.”

Helpful Report

Posted 2 years ago

Matalan is rated 3.6 based on 1,858 reviews