“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.”
“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”
“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.”
“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 ...”
“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 .”
“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”
“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....”
“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!”
“I ordered two mens white thermal tee shirts and actually ended up with three ordinary tee shirts in black, white and grey. So not only did whoever put the order together get it wrong, I had the privilege of not only paying for the delivery but also paying to return something I didn't order to start with!! Not impressed!”
“I ordered Christmas gifts got email saying delivery 11th November never arrived after numerous emails and phone calls no results all I get is give it another 72 hours I’ve now asked for my money back girl said that’s fine will send you an email verify still no email this is an absolute joke I’m a pensioner and with cost of living I need that money back before I can get my gifts from somewhere else or my grandchildren are getting nothing from me this Christmas I’m at my wits end and stressed no end”
“Don’t ever buy Virgin Experience Day vouchers from Matalan. I have been trying to return some, as unwanted, fir over a week. Being given the runaround. Told to return to a store, who wouldn’t accept them. Told me to contact customer services again. They have told me to return to store.
Raised an issue with PayPal. Still no refund”
“Missed 4 items from my order. Emailed matalan had no response for 4 weeks. I called them a total of 5 times to get my money for missing items. Not a good experience and would not be shopping online with matalan again.”
“So disappointed by Matalan and their customer service.
Goods promised for 4-6th Nov. Did not turn up and customer service had to be chased several times for any information regarding the order.
Then they decided it was lost and they would issue a refund which then did not include the delivery charge. What a liberty.
The goods never arrived and they then send you an email to say they are refunding your returned goods.
I will not be ordering from them again nor going in store. Their customer service and attitude to customer service is way below an acceptable standard.”
“I purchased some sale items in the Biggleswade store, I tried them on at home because they no longer have any fitting rooms.
As the items didn't fit I returned them for a refund, I had paid using my debit card so I was expecting the refund to be put back on the debit card.
They flatly refused to do this for me and issued the refund onto one of their gift cards, thus forcing me to return to the shop another time to spend what's on the card instore.
So be aware if you buy any sale items here because they wont give you your money back if they don't fit.
I will now only go back once more to spend the gift card and then that's it, I'll no longer shop at Matalans ever again.”
“Website is very poor it changes sizes or info without you knowing until it is to late and order is placed, then you have to cancel it all and wait for 5-10 days for refund and re- order all again. Spoke to customer services aware of issues, not interested”
“What absolutely disgraceful customer service. I will never order from Matalan again. They have lost my order and do not reply to my emails. Rung them numerous times and told by the 'manager' they would respond in 48 hours with regards to my refund. What a surprise they did not respond. I have no goods and they have £115 of my money. Disgraceful matalan!!!”
“Ordered suitcases for upcoming holiday on 4th October. Receipt stated delivery within 3-5 days may be longer for larger items. Received an email on 9th October they are on their way. No further communication so I contacted customer services on the 11th to enquire where order was . Then informed. 1 had been dispatched, I informed them I would only make 1 trip to store so I expected the second to be in store shortly. This was not the case, following several phone calls ( the same answer was given to me - the second was on its way). Last phone call was the same I asked to speak to a manager the monies for the goods had been taken from my account and still no goods delivered. The manager could not even be bothered to speak to myself, left it to assistant. They even asked me to contact the shop myself. When I refused the assistant informed me the manager said I can have a refund. This is an appauling service. This is not the first time this has happened either my son ordered son shorts for delivery to store and they never arrived.”
