“The product was exactly as described ordering was easy and was delivered when they said it would be the delivery men rang to say they were on their way and how long they would be overall very happy with the service”
Good afternoon Mrs Wade, please accept our sincere apologies for the delay in responding once you'd provided us with images of the marks on the rug. I can see that my colleague Isaac has now processed a replacement order for you. If you do require any further assistance please do not hesitate in contacting us.
“I ordered the item and the money came out of my bank. Then a few days later I got a call to say it was out of stock and I could have a refund. A week later I still hadn't had the money returned I had to call customer services who informed me 'conveniently' they were just about to process my refund!”
“The delivery company failed to deliver parcel to my neighbour as requested. Then I picked up parcel at a depot but they only gave me one parcel. I then had to locate other parcel and pick up. Then the fittings and instructions for my blinds were missing. So I am waiting for them to arrive. The help desk people at Matalan direct were very helpful and cannot be faulted. Hopefully they will arrive tomorrow and I will be able to fit my blinds.”
“Two different orders, both turned up broken! The first one I fixed myself, the second I complained, only to be ignored! Turned up broke to which I want to return, no one will talk to me! Also u have the choice of a specified day of delivery if u pay extra? Don't bother with that as they tell u the day they can deliver, like it or not! A month has passed and my broken table is still in a box and I'm waiting for a reply after 3 messages. I left this review for weeks thinking they would resolve it but they never so here u are!”
“I found returning an the item I bought difficult. I live 1 min from a Matalan, but could not take it into my local shop, and when I asked for a return address I was told I would have to use Matalans return service which would cost £9 pounds which would be deducted from the refund. This is very poor service. If I am paying for the return then I should be able to pick the courier . Waiting in for a courier like DPD to collect is inconvenient. Why not offer a service where people can use a drop off service like Collect+ or Hermes. I am think of other internet only companies who are far better organised for returns. I will not be using Matalan Direct again”
“The piece of furniture we got has 2 very noticeable marks on prominent places and it did come this way which is disappointing for the price we paid. It was not noticed until fully assembled and I am in talks, albeit very slow responses, with them about this. The final product doesn't look too high quality. There are some things askew and not sitting quite right. Again, disappointing when compared to the price that was paid. We would hope the resulting quality would reflect that. Hopefully things can be made right.”
“Ordered 2 x headnoards ......only one was deluvered after having to change delivery date. Product was absolute rubbish. Could have made it better myself & that is no exaggeration! After a lot if stress & chasing up I finally got a full refund. Will never use matalan direct again. BUYER BEWARE!”
“I ordered two items via matalan direct and opted for the delivery option that allowed me to select a day which costed a little more than standard delivery, I received a call from matalans delivery service to tell me they were delivering on tuesday but I asked if I could choose the day that is most suitable for me as I had paid that option - to be told that they only deliver to my area on Tuesdays. I contacted matalan and they did refund me the difference but I am confused to why this option is even available?
The sink I had ordered was just suitable so I contacted matalan to sort how to return the item to be told I would be best off reselling the item myself on an auction site because to return the item would cost me £20!!! which is not stated on the returns information and If I would have known this I would not of ordered with matalan. I couldn't believe that such a reputable company like matalan were telling me to resale the item!? rather than request a refund. As a first time buyer I found the items on site to be a good price and great range but I will not be shopping with matalan direct again and am stuck with a sink that is not suitable!”
“Bought a kitchen tap, found online for a third of the retail price, quick delivery by dpd who actually advise even which driver is delivering your parcel. All round brilliant service. I don't have the ability or patience to shop in stores so to find this was a real bonus for me. Thank you :)”
“My only issue was customer service were slow to let us know when delivery was arriving. Only after I got in touch myself did they tell me when it was due , then it was short notice, the next day in fact”
“Easy to order but very disappointed in delivery service. When you pay £16.99 for delivery on an agreed pre arranged day would expect more than "we only have a van in your area on Mondays". Had to delay delivery until I could arrange time off from work. Now I know this I am unlikely to order anything big that cannot be collected in store. The delivery guys were very helpful and took the box upstairs for me.”
“Easy to order but very disappointed in delivery service. When you pay £16.99 for delivery on an agreed pre arranged day would expect more than "we only have a van in your area on Mondays". Had to delay delivery until I could arrange time off from work. Now I know this I am unlikely to order anything big that cannot be collected in store. The delivery guys were very helpful and took the box upstairs for me.”
“I ordered a number of items amounting to £100 - 3 weeks ago - with next day delivery. The order never arrived.
I complained after about a week of waiting and was told they would 'investigate' what happened. After a further week of no contact, I got in touch with them again and they said they were waiting for a response from the courier to help with their 'investigation'. At this point - they gave me a refund for the delivery fee of £5 but not the purchase amount of c£100. So in essence, they accept that the delivery was faulty and refunded its fee but have not provided a refund for the products themselves (which they clearly now know never arrived!). We're now in week 3 and I complained some more .. they told me they have now 'ESCALATED TO A PHONE CALL' with the courier - which is frankly just offensive!
I am APPALLED at the utter disregard MATALAN has for their customers and have essentially been ROBBED.
DO NOT BUY FROM THIS TERRIBLE COMPANY!! You will regret it.”
“Having phone call before arriving is very useful giving u time 2 be prepared (pets etc out of way).Only downside was delivery person not giving information etc having 2 ask about Un packing, if damaged does all packing need 2 b returned 2. Apart from that all went smoothly as had 3 pieces of furniture 2 b delivered.”
