Matalan Reviews

Name: Matalan
Rating: 3.58

3.6 Rating 1,882 Reviews

64 %

of reviewers recommend Matalan

3.6

Based on 1,882 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 31%
Accurate And Undamaged Orders	Greater than 80%
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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Anonymous

Anonymous // 01/01/2019

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

“ordered goods on Friday, was promised 'overnight service' - i.e expected delivery Tuesday latest, which was important as was in middle of project. goods did not arrive, and on Thursday I was told 'they were signed for on Wednesday'. They were taken back to delivery depot, and no one was advised. Very poor. cancelled order and arranged to buy elsewhere. Very poor customer care experience.”

Helpful Report

Posted 10 years ago

Hi Moshe, Sorry to learn of the problems that you have experienced with your order. The order that you placed on the 24th April was dispatched from our supplier on the 27th April, and scheduled for delivery on the 28th April. We aim to have our orders dispatched within 48 hours, and aim for delivery to take place between 3 – 5 working days. At the moment we are do not offer an ‘overnight service’. When your order was received at our local couriers depot, they discovered that the shower enclosure that you had ordered had been damaged. Rather than deliver a damaged order the couriers arranged for this to be sent back to our suppliers and a replacement would be arranged. This was sent back to our suppliers on the 29th April. We are constantly striving for improved communication between our logistical partners and ourselves, in this case we were not informed of any damage until our customer service team contacted our suppliers. Once we were aware of the damaged product we were able to get a replacement organised and would always aim for this to be received as soon as possible. We are constantly seeking ways of improving the services that we offer our customers, and from this will be raising some points within our team and with our partners. A full refund has been processed as requested. Please do not hesitate to contact us at Matalan Direct to discuss further. Kind regards, David

Posted 10 years ago

“Although this is a bad rating I have made an order with Matalan Direct but it was a gift for my grandson. Problems with delivery I am still in process of trying to have them dealt with satisfactorily and do so hope that will be overcome. Placing an order on line with Matalan Direct was very easy and very uncomplicated when problem solved will have no problem in doing another survey and telling you what my rating is then.”

Helpful Report

Posted 10 years ago

Hi Mrs Todd, We’re really sorry to hear that you and your grandson have had problems getting this order delivered. With our deliveries we do require our couriers to obtain a signed proof of delivery to confirm that the goods had been received in a good condition. Our couriers attempted to deliver your order on Wednesday 18th March, but this could not be completed, as no one was present at the delivery address. We understand that your grandson was unable to be present at the delivery address due to his ongoing work commitments, and you had provided us with an alternative contact on Thursday. These details were passed onto the courier service to update the driver, but the delivery had already been attempted that morning and was in the process of being returned to us. We have reprocessed the order and upgraded this to next day delivery to ensure that this is received as quickly as possible. We have informed the couriers that they must call at least an hour beforehand to ensure that somebody is available at the property. I trust your grandson will be happy with the products once they have arrive and can only apologise for the inconvenience that has been caused. We wish your grandson the very best for his upcoming exams. Regards, David

Posted 10 years ago

“Matalan Direct were unable to deliver my ordered items after several attempts, and were completely polite and courteous in blaming me for this! They claimed to have an incomplete address for me on the first attempt, the courier claimed to have called me for clarification, but I received no such call. After ensuring that they had the full delivery address and arranging re-delivery online, I am sent a notification that re-delivery will take place next day, and there was no delivery next day. I rung Matalan Direct to find out what was the problem this time, they said they are not sure why but the courier is scheduled to deliver it the following day despite the notification that advises otherwise. So the following today, which is today, Matalan Direct claim that delivery was attempted this morning and delivery was refused at the address! Despite the fact that my builders have been at the property awaiting the delivery - I called my builder just to double check that he hadn't said "no thank you, we don't want it"! Matalan Direct smugly offer me a full refund at every point along the way to cover their backs, refusing to acknowledge the time and effort I have wasted chasing these items, and the delay it has caused to work being done at my property. My money will be back in my account in a few days (I hope they get that right), but I would stay clear of Matalan Direct.”

Helpful Report

Posted 10 years ago

Hi Monique, First of all, my apologies for the service you have received. We should get all items to our customers within our 5 day target and this obviously hasn't happened. I have reviewed this internally with my team and understand the following: 1 - An incomplete address was provided which resulted in delivery being missed and then delayed. This was resolved. 2 - A new address being provided but delivery being missed or not completed from that point onwards 3 - The goods being returned to our warehouse after numerous failed attempts From the records I can see, and from discussions with our courier, multiple attempts were made to deliver and we have done all we can to get this item to you. This hasn't worked and I can only apologise for this. The final delivery was not accepted and as such the item has been returned and a full refund issued. I cannot comment on why it was refused on the last delivery attempt ,as we have no records of who was spoken to and our couriers do not collect this level of detail. I appreciate this isn't an ideal situation, but we have now issued a full refund for this. In this situation, I feel a refund is appropriate and this is what we have done. Apologies once again for the inconvenience and that we haven't been able to keep you as a customer. Sincerely, Andrew

Posted 10 years ago

Matalan is rated 3.6 based on 1,882 reviews