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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Stuck will a birthday present of a lovely item of clothing which is too big but because of the 14 day exchange policy they won’t change it for a smaller size, dreadful customer service, won’t bother with them again”

Helpful Report

Posted 2 years ago

“Ordered several items to be delivered to Devon which was sent to me in Hampshire Tried to find a Phone number but That was useless im getting VeryFrusted”

Helpful Report

Posted 2 years ago

“Absolutely shocking. Be very careful this store be it in person or online will steal from you. Bought item in sale. Store had closed changing rooms but failed to put up any signs or have staff at self checkout to tell people that their standard return policy had changed and sale goods were non refundable. Despite this would only give refund on a gift card. Then purchased online using gift card. Bought goods for ££60, paid £10 gift card and rest on credit card. Kept goods worth £20 so well in excess of gift card. When checked refund they had only returned £30 to card and £10 to gift card. Absolute rip off. Contacted them to which they vaguely referred to their T&Cs allowing them to do this. Checked T&C and they most certainly don’t. Since pointing this out Matalan has refused to respond to any further messages and won’t provide a postal address for a written complaint. This is basically outright theft. BE VERY CAREFUL BEFORE PURCHASING AS THEY APPEAR TO THINK UK LAW DOES NOT APPLY TO THEM.”

Helpful Report

Posted 2 years ago

“I’m disabled and live in Boston Lincolnshire, I’ve had a lovely lady called Sarah May help me today and most of my visits it’s mainly her who comes she’s amazing even offers to help me try clothes on in the changing rooms, She got a good sense when it comes to style and what goes with certain clothes and really goes above and beyond.”

Helpful Report

Posted 2 years ago

“Went to Beaumont leys Matalan Leicester, we asked a question about a voucher, before we knew it the store manager jumped into conversation, he was confrontational,rude, abrupt, Absolutely shocking service from someone who calls himself a manager, what an absolute joke of a store, never returning again. Terrible!”

Helpful Report

Posted 2 years ago

“I took my wheelchair bound mum in-law today to buy a dress. Catherine the assistant went above and beyond to help us order the one mum had seen but didn't have in her size. Thank you Catherine so grateful for your help. Halton branch Leeds 15”

Helpful Report

Posted 2 years ago

“I purchased 3 sets of bikinis for my holidays, one set the stitching broke on the first time of wearng, the 2nd set went all saggy went it got wet, I didn't bother wearing the last set, on my return from my holidays I went back to complain and get a refund on the goods but was refused as 14 days had passed. My advice to prospective shoppers is to shop elsewhere, poor quality and disappointing service.”

Helpful Report

Posted 2 years ago

“Bad experience doesn't count it !! its the 3rd time that my parcel as got lost in transit for a click and collect .. its been 10 days now and i still haven't had a refund. i have to keep ringing up and they tell me the same thing. i RECOMMEND YOU GO TO SHOP AND DONT ORDER ON LINE ... I WILL ONCE I FINALLY GET ME REFUND !! AFTER NUMEROUS CALLS”

Helpful Report

Posted 2 years ago

“Terrible customer service and returns policy”

Helpful Report

Posted 2 years ago

“Terrible service in Livingston at the checkouts. We waited a full 5 minutes for someone to come after we pressed the `Help` button, then we waited another full 5 minutes after our card was not accepted. This was a full 10 minutes, despite 3 staff at the tills. admittedly only 1 of them stood like a showroom dummy. We asked to speak with the manager and the checkout girl said she will `ask James to come down`. After yet another 5 minutes Mary arrived - but she did not identify herself to us as a Manager. She genuinely could have been the toilet cleaner pretending to be a manager. We don`t know. Naturally, she defended her staff and even told me " have you nothing better to do " when I told her I was going to put up a bad review. Highly unprofessional and rude to say such a thing to a customer.”

Helpful Report

Posted 2 years ago

“Very very disappointed with MATALAN, I have been shopping in this store for many years! The store in Oxford Street is a disgrace to London ... waited in the queue to be served for a long time, change rooms were locked so I am now having to post clothing back to the store at my cost ...”

Helpful Report

Posted 2 years ago

“Forced to used self checkouts by member of staff at fareham store the queue was long and only 1 person on till ut was only accepting cash only. I avoid these self checkouts much better to speak to person that hands you a receipt not like these self checkouts that only gave me 1 receipt which I thought would be an itemised of which instead was just my proof of payment and they was so busy that day I left not realising . .I tried to return item to be told by a member of staff No and refused to give her name asked to speak to the manager said she was, but asked another colleague to be told she is only a member of staff that she call the manager , i explained to the manager the situation said No but with tech today they should be able to apparently used to able on old system but can't on new system, but said she can but will take along time to look up on system has she said she done it for someone else but wouldn't and said that herself this isn't the first time that's happened and have told the company this happens. And done nothing improving the level of service they give to customers that keep the stores open .I called customer service twice to be cut off 20 mins each time awfully bring back checkout staff instead of staff just standing telling people to use self one's and cut queue s waiting down .”

Helpful Report

Posted 2 years ago

“This company miss lead there customer over pricing so around a year ago I bought a top that had a £9 ticket on it but they charge me £9.50 the store in question did honour the price and was told the price had gone up However last week I brought the same top online and again same problem same two prices yet the head office tells me the price had gone up but refused to honour the price Funny how it went up a year ago but u still have the wrong price on it So DOBULE CHECK WHAT YOU PAY WITH THIS COMPANY AS THEY THINK IT OK TO ADVERTISE ONE PRICE BUT CHARGE YOU ANOTHER”

Helpful Report

Posted 2 years ago

“Although I am not happy with the self service methods Matalan are now using I am completing a review today as we have encountered a really friendly and helpful member of staff assisting at the till. Sadly I did not take her name so cannot give you a name but we shopped at Merry Hill on the 17th March at around 13.45. What a lovely change to come out of a shop and feel like a valued customer.”

Helpful Report

Posted 2 years ago

“Great experience I've ever had!”

Helpful Report

Posted 2 years ago

“Never buy any undergarments from Matalan unless you are absolutely certain they will fit... body suit purchased and returned within the hour still on hanger poorly sewn together..... still has label and was not even removed feom hanger....”

Helpful Report

Posted 2 years ago

“receiving excellent service from sales assistant Sam at Killingworth Matalan on Monday the 12th of December. She helped me order an item using the Matalan app. As this item was out of stock in the store. However,I am so disappointed with the ongoing poor service that I have received. On the 20th of December I received an email saying, “ Your Click & Collect order - 56329551 is ready for you. It’s waiting for you at the KILLINGWORTH Matalan Store, and they can only hold on to it for 14 days.” I traveled to the store with my collection email. I was told that they didn’t have the item and would ring me. Unfortunately no one got back in touch with me. I rang the Matalan help line, I was told that the item had been delivered to the Killingworth store. I explained that I had been to the store and they were unable to find the order. I was then told that because the order had been lost, I would get a full refund. I then on the 21st of December got an email saying, “Just to let you know we’ve received your returned items and a refund has been created” This poor service has discouraged my wife and I from using the online app service. I could never recommend using the Matalan app to any of my friends or family.”

Helpful Report

Posted 2 years ago

“I ordered two jumpers on Friday and both arrived the following Monday delivered by Evri. They are excellent quality for the price and even came with free hangers! Amazing! As a new customer to Matalan I was surprised to read so many negative reviews! Maybe, I was lucky ... but, my experience was excellent!”

Helpful Report

Posted 2 years ago

“Shopping at your Rochdale Store, what a disgrace! Lots of products wrongly priced, in the wrong boxes/shelves. The floor was strewn with dirt as well as stock, in the ailes and under/between the fixtures. Not a great shopping experience!”

Helpful Report

Posted 2 years ago

“Ordered a dress for a funeral was really nice but still had the security tag attached, this happens a lot!”

Helpful Report

Posted 2 years ago

Matalan is rated 3.6 based on 1,882 reviews