Matalan Reviews

Name: Matalan
Rating: 3.59

3.6 Rating 1,877 Reviews

65 %

of reviewers recommend Matalan

3.6

Based on 1,877 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 33%
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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“HELLO MATALAN, UNFAIR PARKING FINE / EXTORTION / AVOID As a very regular customer of MATALAN I have been put off shopping here. This is regarding the KIDDERMINSTER store. I find it disgusting how they have allowed SMART PARKING LTD to extort money from its customers and try to charge unfair and extreme fines. My vehicle was picked up on the AMPR system in operation for overstaying the parking time. (Only in car park for 12 Minutes total) After finding a parking space I then discovered I didnt have enough change on me to put in the meter (happens to us all). I went into the store where I asked a member of staff where the nearest cash machine was and if they could do me any cash back. I was told the nearest cash machine was a distance away in the town and they couldnt do cash back. The member of staff also told me not to worry about getting a ticket through the post as they were having alot of issues with SMART PARKING LTD and to ignore the letters and they would go away. I left the car park after only being there for 12 minutes. We have been in touch with MATALAN who say they no longer employ smart parking ltd and cannot assist with our problem. They did however over a good will gesture of £30.00 to spend in store. Apparently you are given 10 minutes grace to exit the car park with paying. This is Not made clear on any signage unless you can read 3mm text at 50 yards. Come on MATALAN you can do better than this. I have a family to shop for and your losing business. By the look of all the forums I have viewed, Smart Parking Ltd has lost you a huge amount of business. I would appreciate your response please asap. Thankyou.”

Helpful Report

Posted 7 years ago

“Have sent several emails outlining poor service and not had a reply to any of them despite asking the email be escalated to a complaint ordered online a pair of shorts to be sent to Scarborough store they never arrived despite an email saying they had been dispatched waited a fortnight emailed first asking where are they ? Never received a reply then rang and was told there was a problem.... really? Wouldn't order them for me and send them for next day delivery "couldn't guarantee it " even though this was 9.30 in the morning cancelled order was promised an email confirming this still waiting ....that was the 21/07/17 didn't get refund until I sent another email on the 42/07/17 no email saying sorry nothing back at all very poor service”

Helpful Report

Posted 7 years ago

“Will never shop or order online again ordered item for click and collect still waiting on an item which was ordered 19th July still not here and just automated emails back phoned twice still not sorted out.how hard can it be to dispatch item from your warehouse and deliver to your store very cross ex customer who spent a lot of money at your store.customer service staff need re training”

Helpful Report

Posted 7 years ago

“I purchased two different sets of curtains, as I didn't know the timescale of delivery I called the number in the email to find out when I could expect them. I spoke to a Matalan colleague and they couldn't find my details with the reference I had given. After several calls and leaving feedback through the email link given I got a call back to establish that if I placed an order online - I should have picked option 1 (For furniture) instead of option 4 for Home Furnishings. One set of the curtains, the right hand side one has a light line right through the middle of the fabric. As my experience prior took up 50 minutes of my time on several calls, I thought "Why should I go through more of an ordeal?" I will not purchase anything else online even though this is my ideal way of shopping. Very disappointed and extremely frustrating when you only wanted a basic update on an order.”

Helpful Report

Posted 7 years ago

“I ordered some gym clothes from their website on the 27th for next day collect from their store in Stockport. Got an email on the morning of the 28th to say that my package was on the way to the store and i should recieve and email and text when it arrives. So on the 30th I was getting worried. Got in touch with CS online and they apologized for it being delayed then offered me a £5 gift voucher, also may i add that they only offered me my postage charge after i demanded it back. I asked the lady 3 times where it is and she said she wasn't allowed to tell me. I can only get my refund on the postage once I pick the parcel up. it is now the 3rd of July and they still haven't got back to me. I asked a few of my collegues at work if they have had a similar problem and all of them said they had, whether it be waiting for 2 weeks for something that was ment to be next day or just damaged beyond use. Matalan don't have a clue when it comes to online purchasers, they have no intention to deliver parcels next day, they just want your money and when you want it back they have you going through loops. Matalan should sort this out because it will ruin the company in the long run. All you have to do is come on here just to see the tremendous amount of angry customers. If people are having to come on here and give you bad reviews then your Customer Service department obviously needs sorting out. And if you are reading this Matalan, WHERE IS MY BLOODY PACKAGE?!!!”

Helpful Report

Posted 7 years ago

“urgent order on next delivery didn't arrive so we called Matalan who assured us 100% that the delivery would be with us by 8pm. It never came, with no notification from the delivery company. As a result, we had six guests without bedding. Useless and appalling - don;t use them”

Helpful Report

Posted 7 years ago

“Very dissapoited with after care from yourselves.After numerous emails to you have not sorted my problem.I am personally out of by £13.96 to travel 20 miles & get a bolt to assemble a grace chair I purchased from you.Will not be buying from in the future.”

Helpful Report

Posted 8 years ago

“ordered a double bed named day delivery, desposed of the bed i had ,as i had no choice, as dont have a spare bedroom, the bed was delivered this morning , 2 parts of the bases are broken very shoddily made , drawers in both parts of the base's are broken only one drawer is operable other 3 drawers broken , telephoned matalan direct after waiting 35 minutes i was told to take pictures of the faults have e-mailed them 4hrs later had no reply yet , requested a full refund i now have no bed and im disabled and suffer heart problems.”

Helpful Report

Posted 8 years ago

“I ordered a rug, that was a totally different colour in real life to the colour depicted online, then was charged to return it. I had to chase Matalan for the refund. I would never shop with Matalan Direct again”

Helpful Report

Posted 8 years ago

“Horrific service bad telephone service no communication wait 45 mins on phone then they hang up on you”

Helpful Report

Posted 8 years ago

“Firstly this is the second email asking for review from Matalan Direct. interestingly the first one doesn't appear anywhere. I ordered two pairs of Curtains ,when they arrived I opened them to hang one pair was different to the other and one curtain was 2.5 inches longer than the other. I emailed M D customer service and explained saying I did not want to be charged £9 return fee for something that was not fit for purpose. 2 days later I get an email from 'Gavin' saying could I take some picture of the issue with the curtains for their technical team to look at. This I duly did unwrapping and hanging them again. I sent several clear picture of the problems. I then get another email from 'Gavin' saying that the technical team would like to have a closer look and review the curtains in person after they have been returned and a courier will be with me the following day. Like many other customer complaints on here I stayed in waiting all day and no one came and no one emailed ,texted or called me to let me know what was happening. At 7.30 that evening I get an e mail from M D saying We are sorry you were not there for us to collect your parcel we left a calling card through your door. Needless to say I was a bit miffed at this and left M D a review similar to this which does not appear anywhere. So M D now have my items and my money and as yet nearly 2 weeks later I have not heard another word from them! I have been made to feel like a lying cheat for trying to return an unsuitable product and I bet when I do get a refund it will be minus the £9 return charge.Seriously folks DO NOT USE THIS COMPANY.And Matalan Direct, shame on you and your terrible customer service.May I suggest you actually read your reviews.”

Helpful Report

Posted 8 years ago

“Chair broke. Customer service being painful.”

Matalan 1 star review on 27th March 2017

Helpful Report

Posted 8 years ago

“This has got to have the worst customer service team placed an order for next day delivery and did not receive it have waited over a week and been told they can't help me replace my order I have to reorder it at my cost again and wait while they make a decision what they are going to do would not recommend this company service is terrible even a manager can't help from one disappointed and disgusted ex customer now”

Helpful Report

Posted 8 years ago

“still waiting for refund for table delivery was not arranged as advertised parcelforce did not contact me prior to delivery so of course i was not in and could not accept delivery got delivery to a neighbour next day unfortunately item was damaged when unpacked and i would not build it with big chip out corner called matalan who asked me to unpack again and take photo of damage, done this, arranged pick up after several emails but still not received refund so not willing to give good review as too long a wait to get money back for damaged item supposed to be no quibble returns but taking too long in my opinion”

Helpful Report

Posted 8 years ago

“Parts of the table wrong contacted technical they said the will have to pick up the table as they have no parts to send due to the table being on sale. Still waiting to be contacted to pick the table up gutted”

Helpful Report

Posted 8 years ago

“Delivery was not arranged by phone or text. Delivery was incomplete and one parcel was delivered the next day . Packaging was damaged and therefore the item inside was damaged. The packaging was very inadequate for said item. And the no quibble returns policy seems to be non-existent as when I spoke to customer service I was asked to send photos via a smartphone which I was unable to do. Still waiting for the call back telling me what to do!”

Helpful Report

Posted 8 years ago

“Disgusting service paid for an item in a Matalan store. Arranged delivery date never happened they rang me to say it wasn't being delivered. Second time arranged for delivery they never turned up. So I asked for my money to be refunded back. Would not recommend anyone take out their service.they rang to apologise and offer me vouchers for inconvenience. Guess what never received them. Don't order waste of your time”

Helpful Report

Posted 8 years ago

“I have always found Matalan products very good quality but the curtains I purchased took a long time to deliver, then the quality was shocking!! Very thin, looked washed out, nothing like picture and even though lined you could see through them”

Helpful Report

Posted 8 years ago

“Ordered a parcel online and paid extra for next day delivery. Courier said they left parcel in a secure location of my porch, I don't have a porch and no parcel. Contacted customer services, had to investigate however could not ring me back due to no out going calls, can only corrospond by email. The parcel arrived eventually.. with the original date ordered on label, courier lied about the delivery....I'm still waiting for a reply from Matalan with an explanation and the parcel arrived too late for a present. Still waiting to see if they going to refund for the delivery charge. Wish I read the reviews before ordering from them.”

Helpful Report

Posted 8 years ago

“Ordered a mattress at the beginning of January. Money was taken from my account straightaway. Picked first delivery date available which was in February (4 weeks later). Booked day off work. By the morning of delivery I still had no idea what time it would be arriving. I called Matalan Direct several times during the day and each time I was assured and fobbed of with excuses that my mattress had been dispatched and should still be arriving that day. At 4.30 pm that day I got a call to say label had fallen off and now it couldn't be delivered until the following Monday. I was unable to waste another days holiday from work, so I cancelled and was refunded. I was offered no gesture as an apology for the inconvenience. Would not recommend using Matalan Direct.”

Helpful Report

Posted 8 years ago

Matalan is rated 3.6 based on 1,877 reviews