Matalan Reviews

Name: Matalan
Rating: 3.57

3.6 Rating 1,895 Reviews

64 %

of reviewers recommend Matalan

3.6

Based on 1,895 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 28%
Accurate And Undamaged Orders	Greater than 79%
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

“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”

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Posted 9 years ago

“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.”

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Posted 9 years ago

“I bought a rustic coffee table which I think is lovely. Very easy to assemble. Very pleased with the product.”

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Posted 9 years ago

“Lovely furniture, good price, delivered within timescale quoted. Excellent service”

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Posted 9 years ago

“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!”

Helpful Report

Posted 9 years ago

“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!”

Helpful Report

Posted 9 years ago

“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 :)”

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Posted 9 years ago

“Your doing everything right.. so impressed..”

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Posted 9 years ago

“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”

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Posted 9 years ago

“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.”

Helpful Report

Posted 9 years ago

Helpful Report

Posted 9 years ago

“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.”

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Posted 9 years ago

“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.”

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Posted 9 years ago

“Easy to orde r and we were kept well advised on delivery date and time.”

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Posted 9 years ago

“I ordered 2 bedside cabinets from Matalan Direct, when they arrived one of them was very damaged and the drawers wouldn't close. It is a very sturdy product so must have been dropped quite heavily to be damaged this badly. Customer Services were very helpful and arranged for a replacement product to be sent and told us to dispose of the damaged unit. Very happy with the product, delivery times could be a bit quicker though. Would definitely use again.”

Helpful Report

Posted 9 years ago