Name: Matalan
Rating: 3.58

“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”

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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”

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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”

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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”

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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.”

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Posted 8 years ago

“Still waiting for someone to come back with explanation”

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Posted 8 years ago

“Avoid Matalan Direct at all costs... Online charge - they took more money from my card than the total of the goods I bought. Tried to tell them but they refused to acknowledge the error! Late delivery - Delivery turned up TEN DAYS late! Damaged goods - When they eventually turned up, the mirror was smashed and the wardrobe was a different wood than advertised! Worst customer service - Phoned multiple times and was just brushed off by rude staff. They said I could only return items to store or organise a courier at my own cost! Trading standards need to close Matalan Direct down!”

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Posted 8 years ago

“Thinking of visiting Matalan in HAYES... well don't. I am a regular customer there and when I attended on 23rd Jan the car park ticket machines were not working... I went in the store and told the sales assistant and she replied yes we know.. 2 weeks later I get a letter from smart parking informing me I should pay £50 .. what a joke. I told them the machines were not working and spoke to the store who confirmed they were not and still expected to pay... is this for real?”

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Posted 8 years ago

“Really disappointed to find out that when having to return an item (because I felt the colour was not the same as that displayed on the picture) that I had no option but to pay a £9 courier charge for returns. NO option to return to stores which I find ridiculous. All other big stores give you this option and I have NEVER had to pay a fee to return, never mind £9!! It wasn't even a large return but a small package of short curtains for my daughters bedroom. Not impressed at all - so be warned if you're ordering online from Matalan - be really sure about the item you're ordering or face hefty charges.”

Helpful Report

Posted 8 years ago

Hello Carol, Thank you for your email, please accept our apologies regarding any issues concerning your return . We do aim to be as transparent as possible with our collection charges however if the item differs to that represented in the image we will of course give back any collection charges. We hope this hasn't deterred you from shopping with us and we look forward to your custom in future.

Posted 8 years ago

“The delivery company Final Mile emailed to say they would deliver my order on 18/01/17 and failed to do so and then they emailed to say they would deliver on 25/01/17 and again they didn't turn up. I haven't seen any items from my order yet so can't comment on the quality.”

Helpful Report

Posted 8 years ago

Hello Mr Quereshi, It is unfortunate to hear that you have had some issues whilst receiving your order. I can see that one of our Customer service team members have been in touch and this has now been resolved for you.

Posted 8 years ago

“If I could give zero stars I would. The service is beyond appalling. My daughter ordered £900 of wardrobes and was told delivery in 5 to 7 days. What they didn't tell her was that they only deliver on a Wednesday in her area - had she known this she would have not have placed the order as being a teacher she can't get time off to suit their delivery schedule. She wanted a delivery on a Tuesday as this is my day off but this was apparently impossible. I therefore took a holiday off work and awaited the delivery on her behalf. They delivered the items 2 hours after the agreed time slot without explanation and when the wardrobes were taken out a couple of days later they were badly damaged. My daughter called Matalan in the first week of Jan and it took her a week of chasing them almost daily before they agreed to arrange for the damaged goods to be collected. Again this could only be on a Wednesday and again I have had to take holiday from work. We have now received a text to say the collection today is delayed as there is a problem with the van and they are awaiting 'recovery '. I have a sinking feeling that it will be cancelled altogether today if past experience is anything to go by. In the meantime by daughter is £900 out of pocket and unable to order replacements from a more professional company as Matalan won't refund until they are in receipt of the returned damaged items. I wouldn't touch Matalan again with a barge pole.”

Helpful Report

Posted 8 years ago

Good Afternoon, Please accept our sincere apologies regarding any inconvenience caused throughout your ordering process. Having looked into this i can see that this issue has now been resolved and a refund has been actioned due to the issues expressed. My apologies again regarding the condition which your items arrived in we aim to ensure that our products only arrive to customers in the best condition however on this has not been the case. Customer satisfaction is extremely important to us and we do hope that this experience has not deterred you from shopping with us again in the future.

Posted 8 years ago

“Shockingly appalling service and I will not order from Matalan online again. Order placed 19th December for item to be delivered before Christmas. It was due to be delivered on 28th December and then, for no apparent reason, was delayed to 5th Jan. I was not at home on the day of delivery, but apparently someone signed and received my delivery. When the customer service rep looked into this with the delivery company they were told they couldn't find the address, which is somewhat surprising seeing as the package was delivered somewhere. They then submitted another order for me on Jan 19th and I am still waiting for an update as to when this should be delivered. The customer service person was very helpful but nothing can make up for the awful delivery service.”

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Posted 8 years ago

“Ordered on 9th December and now 22nd and still no goods. Click and collect an absolute joke. Web site says 3 to 5 days.”

Helpful Report

Posted 8 years ago

Good afternoon, thank you for your feedback. As your feedback relates to either a purchase made in a Matalan store or via Matalan.co.uk I've passed your feedback and contact details onto their dedicated customer service team. Matalan Direct are the furnishing division of Matalan, we provide the larger home furnishing products we're unable to display in store and have a separate customer service department. Rest assured this issue has now been passed on to the relevant department who will act upon your feedback accordingly. Kind regards Karl

Posted 8 years ago

“*****NEVER ORDER FOR HOME DELIVERY*****!!!! I ordered a dinner service for home delivery. The delivery team are obviously complete retards, firstly they wrapped part of it with bubble wrap and put the items in a sealed bag, (what sort of twat puts crockery in bag), the second parcel was boxed and covered in tape stating "fragile", the box looked like someone had deliberately kicked the shit out of it when it turned up. I reported the fact that part of this service was broken and was told they would refund it, two phone calls later and twatalan finally managed to get the refund right. But i am now stuck with only part of what i ordered. After this i was still waiting for the other part of the dinner service to be delivered, again two phone calls later and i get told it was sent back to the depot.(No doubt because the twats in the warehouse think its funny to kick the shit out of parcels marked fragile). I now have to piss about 5 days before christmas trying to salvage a dinner service for christmas day!!! and Twatalan customer service are just a bunch of imbeciles who care nothing for customer care! I will never buy anything again from this god awful company and i will be telling as many people as possible how rubbish they are”

Helpful Report

Posted 8 years ago

Good afternoon, thank you for your feedback. As your feedback relates to either a purchase made in a Matalan store or via Matalan.co.uk I've passed your feedback and contact details onto their dedicated customer service team. Matalan Direct are the furnishing division of Matalan, we provide the larger home furnishing products we're unable to display in store and have a separate customer service department. Rest assured this issue has now been passed on to the relevant department who will act upon your feedback accordingly. Kind regards Karl

Posted 8 years ago

“Absolute bollocks. So mad. Ordered next day delivery even though I live a Mike from a store because I hate dragging my toddlers around matalan... Did it come... Did it hell.. And I desperately need what I ordered fir work tomorrow so not I have to set out mega early and she'll out even more of my dosh right before Xmas. Thanks matalan.. I called u and u were so unhelpful”

Helpful Report

Posted 8 years ago

Good afternoon, thank you for your feedback. As your feedback relates to either a purchase made in a Matalan store or via Matalan.co.uk I've passed your feedback and contact details onto their dedicated customer service team. Matalan Direct are the furnishing division of Matalan, we provide the larger home furnishing products we're unable to display in store and have a separate customer service department. Rest assured this issue has now been passed on to the relevant department who will act upon your feedback accordingly. Kind regards Karl

Posted 8 years ago

“Customer service absolutely dreadful Ordered an item to collect in store (3-5 days) had email 4 days later to say it had been dispatched. 3 days later still No message from store to say it had arrived so I emailed 'customer service' expecting a delivery date by return.....after 2 days and no response I called them only to be told it was in transit and someone would get back to me. Didn't hear anything again so emailed again next day and now after another day of no response I've phoned again. Still being told it's in transit and they need to contact courier To chase. I was Advised to purchase the item in store to which I said you've already debited my card. Asked to speak to supervisor as I keep being fobbed off but was told they deal with manager by email and that they would escalate my query but Still couldn't tell me when I would have a reply !! Absolutely nonexistent customer service, I would never buy from them again.”

Helpful Report

Posted 8 years ago

Good morning, thank you for your feedback. As your feedback relates to either a purchase made in a Matalan store or via Matalan.co.uk I've passed your feedback and contact details onto their dedicated customer service team. Matalan Direct are the furnishing division of Matalan, we provide the larger home furnishing products we're unable to display in store and have a separate customer service department. Rest assured this issue has now been passed on to the relevant department who will act upon it accordingly. Kind regards Karl

Posted 8 years ago

“I have only awarded one star as there wasn't an option for zero stars. The customer care is absolutely obismal, the phone line doesn't work and hasn't for over 2 weeks and the email address which is meant to respond in 4 hours still hasn't contacted me from 6 days ago. I've had parts of my order missing for over a month and have been forced to rebut parts for a bathroom from elsewhere due to this. I have now spent an additional £500 which could have easily been avoided. I'm now in the process of trying to arrange a refund. Doesn't look like this will happen any time this year. DONT USE TGIS COMPSNY.”

Helpful Report

Posted 8 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 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

Matalan Reviews