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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I ordered a dining table and 4 chairs. I waited in all day as the delivery men could not give me a time. They eventually turned up at 5.30pm. To add to this, the table we were given could not be assembled as fixtures were wrong. We are still waiting for our replacement to be delivered- two weeks later- I spent £398 for this. Very poor, would not use again!!”

Helpful Report

Posted 7 years ago

Hello Shannon, Thank you for your feedback.In regards to your delivery time, our courier service typically delivers between the hours of 9-5 however it seems as though unfortunately they were behind schedule on this occasion. My apologies for the inconvenience which this has evidently caused you, rest assured this information has been passed onto our delivery network in order to ensure incidents such as these do not occur again. Furthermore in regards to your replacement this issue has been escalated to our quality control team who will contact you this afternoon in order to get this situation resolved.Kind regards Tyrone

Posted 7 years ago

“The item purchased was not up to standard and sized incorrectly which means I had to go to the trouble of returning it. I received an email telling me when the delivery would be if convenient but as I would be on holiday I asked for the date to be changed and left instructions where the item could be left if I was not in on that date. This email was totally ignored and I received 2 texts whilst abroad telling me they were delivering on the first date. Texts I had to pay for. On my return I found they had tried to deliver although they had had no ok answer from me to the texts and then the whole procedure started again with emails and dates. Not really impressed.”

Helpful Report

Posted 7 years ago

“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.”

Helpful Report

Posted 7 years ago

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

Posted 7 years ago

“I didn't have a good experience, took 7 days for my delivery to come & then only 2 out of the 3 items came, it took another 4 days for my 3rd item to arrive. The customer service received when phoning wasn't the best & clearly they do not record/log/ note anything on systems because different call handlers didn't know what the previous one had informed me. I did however get my delivery fee back but this is not the point. Products were as pictured though.”

Helpful Report

Posted 7 years ago

Hello Kelly Thank you for your feedback, It's unfortunate to hear that you have had some issues whilst shopping with us, in regards to the delivery times we do advise 4-7 working days for delivery and your delivery has taken up to the latter end of our timescales. Sometimes if their is a large order items do get split up and unfortunately that is what has happened on this occasion.My apologies for any inconvenience this may have caused you , as we grow as a business we are constantly improving to try and provide the best service for our customers. so we will do our best to ensure that incidents such as this do not occur in future. Kind Regards Tyrone

Posted 7 years ago

“I was not very impressed at all it took 3 e mails 2 phone calls to get my item returned. Was told I would receive returns note l'st class post ready for pick up on the Monday cos hadn't got printer so on Sunday b4 pickup had to go my sons for him to do it then hv had to pay £9 return, so don't bother.”

Helpful Report

Posted 7 years ago

“Product colour not as expected. Delivery a complete nightmare. Had to see if it was at the depot, as it was not where DPD said it was ever!”

Helpful Report

Posted 7 years ago

Hello Amanda It's unfortunate to hear about your dissatisfaction regarding your ordering process. On this occasion due to the delivery address being a commercial address, our courier service did indeed encounter issue whilst trying to deliver you parcel. This has unfortunately lead to a delay in you receiving your parcel.I can only apologise that this has occurred and we will of course try to ensure that incidents such as this do not happen in future. We understand that on occasion our customers would like to return items as it is not to their taste, this is why we have in place our 14 day returns policy. Kind Regards Tyrone

Posted 7 years ago

“gave up in the end wasted time on phone and delivery will shop elsewhere for other two bathrooms”

Helpful Report

Posted 7 years ago

“I think you have asked the wrong person for a review, it has all been a bit of a disaster, and frankly do not have enough time or space to give a complete story of events, let's just say I am stil waiting for the order to complete.”

Helpful Report

Posted 8 years ago

“The courier service used were appalling and a let down.”

Helpful Report

Posted 8 years ago

“Very slow delivery. 13 days from ordering to delivery is too long in my opinion”

Helpful Report

Posted 8 years ago

“I can't believe that in 2016 it takes an online business two weeks to deliver some small items from stock! Nothing else wrong with the website, the products, or the company, it's just that I've got so used to a very high level of service from other retailers and it makes your business seem very, very, slow by comparison.”

Helpful Report

Posted 8 years ago

“Delivery process was slow and awkward.”

Helpful Report

Posted 8 years ago

“Very slow delivery and as I couldn't log in I couldn't check the progress of the order. I ordered a rug on 12/2 and it wasn't delivered until 24/2. I doubt I'll order again from Matalan direct.”

Helpful Report

Posted 8 years ago

“From the time of purchase & receiving the order,there were lot of confusions. There is still an outstanding item missing of which i am still awaiting. You should keep intouch with your purchasers until the orders has reached its address safely. i had a lot of problems in chasing the delivery”

Helpful Report

Posted 8 years ago

“Ordered at the beginning of the year and it was stated a 7 - 10 day delivery. Never came within the stated time and delivery was put to Tuesday 19th Jan when I was going to London for two weeks. Return email was sent to the delivery company saying I was away for two weeks and to make delivery once I was home. Apparently they only deliver on a Tuesday, so hopefully I will receive delivery on 9th Feb”

Helpful Report

Posted 8 years ago

“hard to get hold of anyone,when you do they cant help you. returns are a nightmare .”

Helpful Report

Posted 8 years ago

Hi Jennifer I’m really sorry to hear you had trouble getting hold of us. Our dedicated Customer Service team are available anytime from 8am to 6pm Monday to Friday alternatively you can email us and we endeavour to respond within 4 business hours. We also recently launched live chat on our website to make it more convenient for customers to get hold of us. I can see from our records you contacted us as you ordered a right hand shower bath but required a left hand shower bath. Unfortunately it is not possible to an exchange item and we do ask that a new order is placed and we will collect the original item and then issue a refund. We’re constantly looking for ways to improve our service so I thank you for your feedback on our returns process. As you were unable to access a printer Sibby posted your returns note to you as requested. I’m sorry if this took longer than you were expecting to arrive. We would usually send this by email so that we can arrange a collection as soon as possible. Your collection has now been booked and our couriers Final Mile will be in touch in due course to confirm a collection date by email and then phone. Once the goods have been collected, we will issue a refund to you within 7 working days. If there is anything else we can do for you please let us know. I hope you have a great weekend! John

Posted 8 years ago

“goods did not arrive on time scheduled, which then made me late for work and I had to ask a neighbour to look out for the delivery as we had no way to contact anyone, and Matalan did not even reply to our e-mail, still haven't, therefore, no l would not recommend.”

Helpful Report

Posted 8 years ago

“The product was ok but there was no way to attach the sink to the vanity unit, the sink just has to sit on top of the cupboard. The plug hole part has 2 holes instead of a pipe to attach to the overflow which means that water builds up & because the plughole attachment isnt watertight, water leaks from the joint. We had to use a whole lot of sealant in order to get this sink functional & water tight.”

Helpful Report

Posted 8 years ago

Hi Karen Thank you for your review. I’m really sorry to hear you had trouble with the installation of the Essentials Minimalist Ebony Compact Floor Standing Unit. I’ve checked our records and we haven’t had any reports of leaking for this product before. If you do experience any further issues with the unit and basin please contact our customer service team as the problem may be covered by the product’s 5 year guarantee. You can contact us on 0333 344 3177 lines are open 8am - 6pm Monday to Friday or alternatively you can email us at hello@matalandirect.com. Once again I’m sorry for any inconvenience caused and hope you shop with us again. Have a great weekend! John

Posted 8 years ago

“Product not arrived despite our expecting it would have done. So how can we review it except to say service is dreadful”

Helpful Report

Posted 8 years ago

Hi Derek Thank you for your feedback. We’re so sorry your delivery is taking longer than you expected. We appreciate when your taking on a big project like a bathroom it’s important everything runs to schedule. We’ve looked into this for you and the delay is the due to the availability of drivers in your area. We’re looking into how to improve deliveries to your area and are hopeful we will have this resolved in the near future. Your delivery has now been routed for Wednesday 11th of November with our two man delivery service. If this date is convenient for you please respond to the couriers email to confirm or decline for an alternative delivery date. The couriers we use will bring your order into a room of your choice and unpack the items if asked. If you have any further queries please contact us on 0333 344 3177 lines are open 8am to 6pm Monday to Friday or send us an email at hello@matalandirect.com Once again we’re truly sorry for any inconvenience caused and thank you for you patience. Kind Regards John

Posted 8 years ago

“Bedrom furniture arrived after 12 days when it should of been 2-4.it arrived in damaged packaging,lucky the furniture was not damaged,quality of furniture ok but not worth the money.wont use matalan direct again.”

Helpful Report

Posted 8 years ago

Hi Russ, Thanks for your feedback. I’m really sorry that you were expecting a sooner delivery date. We aim to deliver all our orders within 2-4 working days from the date that you receive your despatch confirmation email, however I’m sorry if your order arrived later than you’d hoped. We always ask that customers contact us if they’re not 100% happy with their items so that we can discuss alternative options or arrange a replacement or a full refund, given that the item(s) is unused and in its original packaging. I apologise profusely for any inconvenience caused by this. If you would like to discuss alternative options for your products, please contact us on 0333 344 3177. Kind regards, Alice

Posted 8 years ago

Matalan is rated 3.6 based on 1,858 reviews