“Ordered some baby clothes using a refund card from Christmas gifts that were too small and also my own money. Vests arrived burst out of packet and with one missing. They insisted on only refunding the refund card even though I no longer had it, told me that was my problem because I was ātold the terms and conditions when I bought the gift cardā I didnāt buy it, I was told nothing of the kind and why not just refund me the part I paid with cash?? Months of emails. Given up. Absolutely garbage customer service.”
“Ordered t shirts 4 days ago went into the Romford store. Was told it was not wven dispatched. Customer service very poor coyld not even be less disinterested if she tried. Matalan you have lost another Customer”
“Went to luton store, poor customer service, lazy staff, went to ask to check a price, staff couldnāt be bothered to check the price, told me to go to counter and checked, too lazy,”
“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.”
“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 donāt 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.”
“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 donāt 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.”
“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.”
“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”
“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”
“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 wonāt be ordering online again.”
“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 canāt be used again?? It was a one off?? It disappeared! I feel the company doesnāt 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 Ā£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 companyās charge Ā£3.50 for standard delivery, compared to Ā£10.00 that is way to expensive. Going into the store is a good experience but on-line shopping is very very disappointing.”
“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 .
Iām now expected to pay to return the item when it was Matalanās fault .
Lesson learnt donāt make purchases online & pay to have them delivered .”
“Returns process, find it annoying that you have to pay delivery and then again to return. Spent nearly Ā£8 on a Ā£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.”
“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 donāt want your plastic detritus thank you) and disentangle garments, necessitating further assistance from someone who is with no trace of irony probably a ācustomer serviceā person. Why donāt 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 weāve sold the finished articles to ourselves, we can lock up on the way out.”
“Terrible service. I was told that if paying by card itās 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 wonāt be returning.”
“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.”
“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”
“Visited a store today to find the tills are self service, thatās it for me, one girl helping customers to pay using high street vouchers, had to wait till theyād finished to help me with a double purchase on the scan.
Not shopping there again”
