“had a few problems with delivery.... 1st delivery got lost then took 10 days to re-arrange delivery . When it was delivered the sink was broken in 2. Then took another 7 days for another delivery.
Matalan were very helpful and curtious all the way through.
Very pleased with the quality of goods but have not been able to fit it in the customers house yet.... so can not comment of the fitting of the product or the overall look.”
Hi Kevin,
Thank you for your feedback.
It’s great to hear that you’ve had a pleasant experience with our customer services team and that they were able to guide you through the replacement process.
We do not currently have an express delivery service, so all replacements are sent out via the same delivery service and timeframes. Due to the nature of bathroom products, we believe that a quality delivery service over a fast delivery service is crucial. Unfortunately however, this was not the case with your initial delivery and I can only apologise for this. I have forwarded the details of your delivery onto our logistics team so that we can investigate this issue and ensure that this does not happen again in future.
We’re glad that you’re happy with the quality of your product on first inspection! If there’s anything else we can help you with, please don’t hesitate to get in touch with us.
Kind regards,
Alice
“Got the refund of difference between them and a competitor no bother. Good service with good customer care people on the other end of the phone or email - thanks John and Danam.”
“We found your website easy to navigate and the goods are of a good quality, unfortunately we have not been impressed by the couriers used. They were not what we would call professional which was a shame as the rest of ourpurchasing experience was excellent”
“Cheapest I could find on the internet. quick delivery choose to the hour that convenient for yourself great tracking very pleased. defiantly use them again.”
“Got this email asking if I was happy with product and still not received it after I placed order got email say order dispatched delivery within 48hrs approximately 10 days gone past now and delivery is meant to be wed 2nd sep now according to courier fingers crossed !! . Not good service would not order anything again on this site.”
Hi Allan
We’re really sorry your delivery has taken so long. We’ve recently improved our service by upgrading our couriers to a two man delivery service. Unfortunately this has meant some deliveries to your area have taken long than expected.
We’re working hard to resolve this and are hopeful a resolution will be reached soon.
Your delivery is scheduled for tomorrow between 11am and 3pm with our two man delivery service.
Further to my email I have refunded your delivery charge as a small goodwill gesture for the inconvenience caused.
Once again we’re truly sorry about the delay and thank you for your patience and feedback.
Many thanks
John
“The item was just what I required and the customer services rep refunded the delivery cost as I pointed out Amazon were selling a very similar item for the same price but with free delivery. There were some issues with delivery though. First DPD were delivering the item on a certain date as I received a few emails confirming this. Then I was phoned a couple of times by another company who said they were delivering to me on a different day, all a bit confusing, but it got here and it looks perfect in our bathroom.”
“The product information given online was comprehensive and ordering simple then delivery followed exactly as anticipated. Product was just as I expected - extremely good quality and value”
“Fairly average to be honest, described as a top quality product but no better than others out there- cheap plastic- not brass internals as described!
Expensive postage for what was a very average/ poor delivery time.
For what I cost I would expect priority 24 hour service, not 5 days!!!!!”
Hi Ian,
Thank you for your feedback.
I’m sorry to hear that you feel this way. I’ve looked into the product description and I’m afraid I can’t see any reference to the ‘brass internals’ that you have mentioned, I’m sorry about that. This product comes in a chrome finish only.
We aim to despatch orders within 48 hours from our supplier and we currently advise delivery within 3-5 working days as per our 'Delivery’ section on our website. I can see that you placed your order on the 12th of August. Your order was despatched the next day on the 13th of August and was delivered to you on the 18th of August which was within our delivery timeframes.
We always request our customers to get in touch if they are unhappy with their products. We are more than happy to replace any items with a suitable alternative or arrange a collection and a full refund as per our 90 days returns policy.
If you’d like to discuss the above any further, please contact us and we’ll happily assist you.
I apologise for any inconvenience that was caused by this.
Kind regards,
Alice
“Quality and design is great.
I purchased Essentials Pacific quadrant enclosure (900x900) together with matching shower tray and plinth.
This was a second choice as I wanted a 1000 x 900 off-set quadrant set. I assumed from the drawings on the Matalan web site that the plinth set included a platform on which the shower tray sat. None of the drawings showed a plinth for the 1000 x900. It was only when I opened the packaging on Saturday last that the plinth set only consists of a number of legs and a moulded facia.
I am really disappointed that the web site was not explicit in this regard.
I even spoke to a young lady in customer support about my needs but she seemed to be rather vague about the products.”
Hi Ronald,
Thank you for your feedback.
We’re extremely sorry to hear this. We always aim to provide the most accurate and up to date information on our product pages and we cannot apologise enough if you feel that this wasn’t the case here.
The product description states that the six legs and the curved plinth only are included, and does not mention that a platform would be supplied. On looking at the image displayed on our website I can see why you may have felt this. I have passed this onto our website content team to see if we can make this clearer.
We always encourage customers to get in touch with us if they are not satisfied with their items so that we can organise a suitable replacement or issue a refund as per our 90 days returns policy.
We look forward to discussing this further and to resolving this issue with you so that you are happy with the outcome.
Kind regards,
Alice
“Taps really good quality , web site ok , delivery ok not as quick as Amazon or E Bay, if I buy again will probably opt to collect in store.
Overall I like the site and products offered.”
Hi Vicky,
We are very sorry for the experience that you’ve received.
We aim to provide the most accurate product information possible on our website, however I apologise if you feel as though this wasn’t the case with your product. I’m glad that we were able to resolve this by sending you two different basins so that you could compare these and choose your preferred basin. We are truly sorry that you’ve received damaged products, this is not the level of service that we'd like to provide to our customers. We always ask that customers contact us if their product is not in perfect condition and we’re always happy to organise a suitable replacement in these cases.
We apologise profusely for this trouble Vicky and we hope that the discount that has been arranged for you reflects how sorry we are.
If we can do anything else for you, please do contact us and we’ll happily help you further.
Kind regards,
Alice
