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

“I ordered a bathroom floor cabinet which was to be delivered by standard delivery. On the day of delivery I received an e-mail stating item was placed on wrong van and they would be in contact to arrange an alternate date. No-one contacted me to rearrange a new date so after a two day wait I contacted the Matalan and the delivery co. to find out when I would rec. my item. I was given a date on the following week and was told I would rec a phone call the day before to confirm delivery and that they would ask the delivery co. to contact me on the day to let me know when to expect the item. I only received a text on the evening before and a text on the morning of delivery stating that they could not give me an approx. delivery time. After waiting in for the whole day I phoned the courier to see where my order was at it was by now 5.00pm they informed me that my delivery slot was between 4-7 pm and that they would give me a call nearer the expected arrival. My item was eventually delivered around 6.15pm. Can't say am impressed by the service but am happy with the item ordered.”

Posted 8 years ago

“product is fine ,after the first two were of poor finish quality. delivery is awful , courier company used is very slow to deliver. financial reasons I presume ,but very poor service”

Posted 8 years ago

Hi Kenny, Thank you for your feedback. I’m sorry to see that your Alaska cupboard arrived in less than the perfect condition we strive for. We're currently looking into adding further checks of our products in addition to those already in place. We aim to deliver all our products within 2-4 working days after the receipt of the despatch confirmation email. We offer a two-man delivery service on our larger orders. In these cases, the logistics team contact you to arrange a suitable delivery date and time window that is convenient for you. Also included in this service, the delivery team contact you an hour before delivery so that you can expect their arrival, they unpack the item(s) in a room of your choice and they take the packaging away for you. I’m sorry for any inconvenience caused here and thank you for your patience. If you would like to discuss this further, please contact us on 0333 344 3177. Kind regards, Alice

Posted 8 years ago

“After requesting what I thought would be FREE samples of blinds, I then had the inconvenience of visiting my local Royal Mail delivery office to pay an administration fee and underpaid postage on the samples.”

Posted 8 years ago

Hi Sarah As per my email and voicemail we're really sorry about the inconvenience caused by the incorrect postage on your blind samples. We recently set up our blind sample service to allow customers to get a real sense of the materials we use prior to purchasing a blind from us. Based on your feedback we will ensure this issue postage doesn't occur again. If there is anything else we can help you with please contact us customer service team on 0333 344 3177 lines are open Monday to Friday between 9am and 5:30pm alternatively you can email us at hello@matalandirect.com. Many thanks John

Posted 8 years ago

“Very old fashioned and restrictive delivery and returns process - have to sit in and wait all day! Should be able to use Matalan stores as a 'click and collect' for smaller items such as toilet seats!”

Posted 8 years ago

Hi Jenna, Thanks for taking the time to leave your feedback. We provide all our customers with a 90 days returns policy to return items. Within this timeframe, customers can return their items for a full refund, given that they’re unused and in their original packaging. If an item is unsuitable, we arrange for one of our couriers to come along to the customer's address on a convenient day and collect the item. I can see that you have spoken to one of my colleagues today, who has booked in a collection for you to take place tomorrow via our DPD collection service. DPD will contact you to confirm this and they will also send an SMS message tomorrow morning containing a 1-hour time slot for collection, to avoid interrupting your day. Please don’t hesitate to contact us if there’s anything else we can do for you. Kind regards, Alice

Posted 8 years ago

“Ordered the bathroom drawers and matching laundry basket unit. They look lovely. However the drawers are quite shallow and the laundry basket holds so little that it is really only suitable for a single person. I will have to purchase another basket.There are only two of us and I do 4 -5 washloads a week”

Posted 8 years ago

Hi Penelope Thank you for your feedback about the Alaska Laundry Basket. We do offer a free 90 returns policy so if the laundry basket is still in the condition it was delivered in and you have the original packaging our couriers can come and collect this for you. If you would like us to arrange this please contact our customer service team by email at hello@matalandirect.com alternatively you can call us on 0333 344 3177. If there is anything else we can do for you please let us know. Many thanks John

Posted 8 years ago

“The bath we ordered arrived with two men who had problems finding our home. Strange as every one else finds it easy. They were in a rush. So we were cleft to unpack the bath etc. The photo on line shows taps End of bath but there are no holes drilled in bath we have. Missing screws. Lucky we can use ones from old bath. Maybe the assembly crew had a bad day. The taps we ordered are fine. No instructions on how panels are installed husband has worked out glue is needed. We did look in another well known store to see how it was assembled. So hopefully we will be sorted in a few days time.”

Posted 8 years ago

Hi Pauline, Thank you for your feedback. I’m so sorry to hear that you've had this experience. As you have acknowledged, this isn’t the normal level of delivery service that we provide to our customers, however I cannot apologise enough for this. The Select Cove Shower Bath Pack is not pre-drilled, as we do not know what type of taps the customer is fitting to the bath. Unfortunately, the screws for this item are not available as a spare part but we can certainly arrange to replace the unit for you at no extra cost. Please get in touch with us if you’d like to discuss this further. Kind regards, Alice

Posted 8 years ago

“had a few problems with delivery.... 1st delivery got lost then took 10 days to re-arrange delivery . When it was delivered the sink was broken in 2. Then took another 7 days for another delivery. Matalan were very helpful and curtious all the way through. Very pleased with the quality of goods but have not been able to fit it in the customers house yet.... so can not comment of the fitting of the product or the overall look.”

Posted 8 years ago

Hi Kevin, Thank you for your feedback. It’s great to hear that you’ve had a pleasant experience with our customer services team and that they were able to guide you through the replacement process. We do not currently have an express delivery service, so all replacements are sent out via the same delivery service and timeframes. Due to the nature of bathroom products, we believe that a quality delivery service over a fast delivery service is crucial. Unfortunately however, this was not the case with your initial delivery and I can only apologise for this. I have forwarded the details of your delivery onto our logistics team so that we can investigate this issue and ensure that this does not happen again in future. We’re glad that you’re happy with the quality of your product on first inspection! If there’s anything else we can help you with, please don’t hesitate to get in touch with us. Kind regards, Alice

Posted 8 years ago

“Fairly average to be honest, described as a top quality product but no better than others out there- cheap plastic- not brass internals as described! Expensive postage for what was a very average/ poor delivery time. For what I cost I would expect priority 24 hour service, not 5 days!!!!!”

Posted 8 years ago

Hi Ian, Thank you for your feedback. I’m sorry to hear that you feel this way. I’ve looked into the product description and I’m afraid I can’t see any reference to the ‘brass internals’ that you have mentioned, I’m sorry about that. This product comes in a chrome finish only. We aim to despatch orders within 48 hours from our supplier and we currently advise delivery within 3-5 working days as per our 'Delivery’ section on our website. I can see that you placed your order on the 12th of August. Your order was despatched the next day on the 13th of August and was delivered to you on the 18th of August which was within our delivery timeframes. We always request our customers to get in touch if they are unhappy with their products. We are more than happy to replace any items with a suitable alternative or arrange a collection and a full refund as per our 90 days returns policy. If you’d like to discuss the above any further, please contact us and we’ll happily assist you. I apologise for any inconvenience that was caused by this. Kind regards, Alice

Posted 8 years ago

“The cabinet was cheap but not very well made. You get what you pay for”

Posted 8 years ago

Hi Nicola, Thank you for your feedback. I’m extremely sorry to hear that you’re not happy with the product. We aim to offer great quality products at affordable prices. We strongly encourage our customers to get in touch with us if they are anything less than delighted with our products as per our 90 days returns policy. We are more than happy to discuss alternative options with you to resolve this. Please get in touch with us if you’d like to discuss this further. Kind regards, Alice

Posted 8 years ago

“Bought a toilet, which was sent to us in a box, but without the cistern. Called the customer care team to discover the cistern isn't being re-stocked for 25 days. No idea why one was sent without the other.”

Posted 8 years ago

Hi James, Thank you for your feedback. I’m so sorry that you’ve had this experience with us. Any item which is out of stock should not be displayed on our website and we removed this product from sale as soon as we became aware of the issue yesterday. We have contacted you today in an attempt to get this issue resolved as quickly as possible with an alternative product. As you requested, we will contact you on Thursday morning to discuss this further. Please don’t hesitate to get in touch with us if you’re available to discuss this at a sooner date. Kind regards, Alice

Posted 8 years ago

“Good product but extremely poor normal lead time delivery service. Expected better and quicker delivery for my almost £8.00. If your not in a hurry, it's fine.”

Posted 8 years ago

Hi Steven, Thank you for your feedback. We’re glad to hear that you liked our product! With regards to our lead times, we offer a single delivery service to ensure that all our customers receive the same delivery treatment, whereby all orders are quality checked, carefully picked and adequately packed before we send them to our customers, however I apologise if you feel as though this was too long. If there’s anything we can do for you, please contact us here at Matalan Direct and we’ll happily assist you. Kind regards, Alice

Posted 8 years ago

“WRONG IMFORMATION SUPPLIED BY MATALAN DIRECT REP THAT THE SHOWER KIT I PURCHASED WOULD FIT ORIGINAL HOLES IN TILES,HAD TO FILL THEM AND DRILL FRESH HOLES TO FIT ITEM.”

Posted 8 years ago

Hi John, Thank you for your feedback. We’re really sorry to hear that you’ve experienced some trouble with your order. We always aim to provide the most accurate information regarding each of our products. On investigating this further, we can see that you emailed us on Sunday 21st of June and asked for confirmation that the item you ordered would fit between the original drilled holes. Unfortunately, we can see that this was not confirmed by any of our customer services agents at any time, therefore it seems that there has been a miss-communication error here. Our email correspondence shows that you also made a delivery enquiry which was answered swiftly and the delivery date specified was met. Due to the nature of bathrooms installations, we do advise that no work is attempted before the product is received and checked. If a product arrives and it is not suitable, we would always advise that the customer contacts us so that we can arrange a suitable replacement and take the appropriate steps to resolve the issue as a matter of urgency. Once again, we apologise profusely for any inconvenience that was caused by this John. If you would like to discuss this further, please don’t hesitate to contact us at Matalan Direct. Kind regards, Alice

Posted 8 years ago

“Prices are reasonable. Deliveries are made on the day given. One of the items I ordered was not available and it took Matalan Direct a few more days than I would have liked for them to tell they did not have it. Initially told the item would be delivered separately and on a later date. Then told they don't have it! Could have told me immediately that they did not have it and I would have made alternative arrangement. I had to get the builder in twice for this.”

Posted 8 years ago

Hi Emmanuel, Thank you for your review. I am sorry to learn of the problems that you have experienced with your order. When the order was placed we had received conflicting information regarding the stock levels that we currently held. In each case that we chased our warehouse team to ensure that this product was delivered as soon as possible we were informed that the product was due to be picked and dispatched that. Unfortunately as the warehouse could not locate the product, it was deemed to be out of stock. We update our stock levels on a regular basis throughout the day to ensure that out of stock products are not available to be purchased. It seems that this process did not work as intended and I apologise for this inconvenience that this had caused. Once we were informed that the item was out of stock we were able to contact you, and process a refund as requested. Please do not hesitate to contact us at Matalan Direct to discuss further. Kind regards, David

Posted 8 years ago

“Quite expensive. Moreover, they forgot to include all parts for sink. It is good that our plumber had some substitutes.”

Posted 9 years ago

Hi Sergey, Thank you for your review. We are sorry to hear that you feel our products are quite expensive. We do check our prices daily against the Top 5 online bathroom retailers so that we can offer a competitive price to our customers. Should you find any of our products cheaper on another website, we do offer a price match policy. We have not been made aware that any parts were missing from your sink, and we would of endeavoured to obtain the missing parts for you as soon as this was raised with our customer service team. Please note that the sink waste would not of been included, and we have updated our website to reflect this. Please get in touch with our customer services team if you wish to discuss further. Kind regards David

Posted 9 years ago

“web site really easy to use although a bit more info might be needed. Phoned to check that delivery driver new to phone me on arrival as buzzer did not work!! Phoned three times in total to make sure that the driver new(might i just add here that my flat is on the second floor),well when he arrived a day later than expected,he asked why I was out the day before when he tried to deliver,As I did not answer the buzzer!!! The message was not passed on and if i had not been looking out of my window when i did he would have taken it back(yet again).The driver was great really helpful.”

Posted 9 years ago

Hi Nichola, We're really sorry to hear things didn't go as planned with the delivery. We did pass your request on to our couriers but it's clear this didn't then happen. I will be speaking with our couriers this morning to find out why they didn't call as this particular courier should call all customers the day before delivery. I trust you're happy with the products now they have arrived and can only apologise for the poor communication from our courier. Regards, Andy

Posted 9 years ago

“The shower tray arrived eventually after a bit of worry because of lack of communication about dispatch - I had to hold on for 25 minutes to get through on telephone which is not good. It looks fine - haven't got it fitted yet”

Posted 9 years ago

Hi Judith, Thank you for taking the time to leave a detailed and constructive review for us. Communication is something we are constantly striving to improve and we have a number of initiatives currently being rolled out to help customers get a better understanding of our order management process. Yesterday we launched a more informative email and SMS delivery notification system to try and tackle this exact problem and we are currently training more UK based telephone operatives in order to reduce call wait time. We are so pleased that you like the price and quality of your products and hope to be able to welcome you back as a customer again soon. Kind regards, Sophie - Customer Services Manager

Posted 9 years ago

“Straightforward ordering process, no drama. Delivery time about a week. Product quite expensive considering it's chrome effect finished plastic.”

Posted 9 years ago

“Great telephone customer service and despatch time, the only reason I haven't rated higher was because of the problems I had with the delivery company, they were literally going to leave my sink in the street because my wife wasn't strong enough to lift the pallet herself, resulting in the driver leaving and me needing to rearrange delivery. Matalan customer service were very apologetic and rearranged the delivery.”

Posted 9 years ago

Morning Lee, Thanks for the honest feedback and apologies for the issues you had with delivery. On a positive note, I'm glad to see our customer service did a great job of looking after you. Although our delivery on pallet orders is for a kerbside drop, our drivers should be more courteous and helpful and we are working to put a full 2 man delivery service in place as a matter of urgency. I trust you're happy with your products, and thanks again for the feedback. Andy

Posted 9 years ago

“delivery very good, quality below standard (1 leg of bath/shower mixer threads not machined correctly so nut bottoms out before seal, had to make seals)”

Posted 9 years ago

Hi Martin, Thanks firs of all for you very honest feedback, and our apologies you weren't 100% happy with the product you received. Our products are checked thoroughly and this shouldn't have slipped through to delivery stage. I've spoken to my colleagues, and checked our records, and I don't believe you've been in touch with us about the problem. We would have happily sent out a replacement product for you as a priority. It would be great if you could contact us at hello@matalandirect.com or call us on 0330 223 2243 after 10 tomorrow, as we'd like to either replace your product or see if there's anything else we can do as an apology. Many thanks, Andy

Posted 9 years ago

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Matalan is rated 3.6 based on 1,858 reviews