Name: Matalan
Rating: 3.59

“Still waiting for someone to come back with explanation”

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!”

Helpful Report

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?”

Helpful Report

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.”

Helpful Report

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

“Where to start... i ordered 9 boxes to go into a dresser unit. The first order placed failed to turn up and i found an email saying that i had been refunded- no expaination why! So i reordered..big mistake! I received 4 of the nine boxes and the delivery note said nothing of it being 1 of 2, the company had not made me aware that it was one of two so i called them (bare in mind that by now i had aldo emailed a few times but had received 'generic automated emails' saying that thry would get back to me!) So after a lengthy conversation i was assured that this would be chased up as 'the courier compsny weren't picking up the phone so they had left a voicemail'. Again..nothing! Si i phoned again and another member of staff said that she had refunded me the boxes as they didn't know where they were and i should try placing the order again!!! 'Not likely' i said. Think i've had enough of matalan. I then asked to speak to a superviser who was extrly relictant to come to yhe phone and the telephone rep was asking 'why do you want to speak with a superviser, she can't tell you anything different. Eventually got a call back but still not satisfied i asked to speak to someone higher- after she implied that authorisation came from higher up. 3 days later and i am yet to have a call back. I've never felt the need to write a critcal review before but this company needs to know how poor its service is. Equally customers need to know not to shop here til thry get things sorted!”

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 it accordingly. Kind regards Karl

Posted 8 years ago

“After placing an order and paying i havent recieve anything i have tried phoning and emailing but have got no response shocking from such a large store”

Helpful Report

Posted 8 years ago

Hello, Thank you for your feedback. It is unfortunate to hear that you have encountered issues with correspondance as we try to keep customers as informed as possible in regards to their ordering process. Having looked into this i can see that you'r product has now been delivered, if you have any queries please don't hesitate to get in contact.

Posted 8 years ago

“Order not turned up. Tried calling customer services and after holding on for 10 mins got diverted to Matalan.co.uk who couldn't help or transfer me. I have called the number again and tried a different option and have been holding for 20 mins.....”

Helpful Report

Posted 8 years ago

“I ordered a product from Matalan Direct and money has been taken from my back account and still no sign of product. We even paid additional money to get named day delivery. I have tried 3 times in 2 days and called their customer services department and all 3 times nobody can help me even though I can calling the number supplied by Matalan Direct when placing order. I have also followed this up by sending 3 emails to Matalan Direct and nobody has responded. This has to be the worse service I have ever experienced in my life, cannot even get hold of anybody to complain. SHOCKING, SHOCKING service and cannot wait to order again.”

Helpful Report

Posted 8 years ago

Hi Paul, please accept our sincere apologies for the delay in despatching your order. This was due to unprecedented interest during our recent promotion creating a backlog of orders resulting on some orders exceeding our typical delivery timeframes for this product. I can see that our carrier has now been in contact to arrange delivery on a suitable date. If you do require any further assistance please do not hesitate in contacting us. Kind regards Karl

Posted 8 years ago

“Disgraceful I would advise people to keep well away from this company placed order when goods arrived were not suitable tried for 10 days to get a response but no reply.the number for customer services takes you to Bulgaria , they don't have a clue about the product or the return procedures .shall never buy from this company again. Order number17545 Dawn I don't expect a response from this review probably to busy .”

Helpful Report

Posted 8 years ago

Good evening Dawn, Thank you for your feedback. Please accept our sincere apologies for the issues encountered whilst attempting to return your tap. The communication issues were caused by the unprecedented number of orders received during a recent promotion resulting in delays in responding to our customers. Due to the feedback received regarding our IVR system we have since changed the options to ensure customers are diverted to the relevant department of the business their enquiry relates to. I can see that your refund has now been processed, though if you do have any further issues please do not hesitate in contacting us. Kind regards Karl

Posted 8 years ago

“If I could rate a 0 would. Ordered and paid for goods and extra for named delivery date. After 6 days no contact. A joke trying to contact correct dept via customer services eventually to be told no stock available. Has to request a refund. Will not use this company again.”

Helpful Report

Posted 8 years ago

“ABSOLUTELY APPALLING SERVICE. NO ONE TO ASSIST YOU. UNABLE TO ORDER ONLINE. JUST SPOKE TO A CS ADVISOR IN BULGARIA AS PART OF MATALAN. JASON HARGREAVES IS THE CEO I AM LED TO BELIEVE, I WILL BE SENDING MY COMPLAINT TO HIM, SHOCKING AND DISTRESSING. I WILL NEVER USE THEM AGAIN AND WOULD SERIOUSLY RECOMMEND THAT YOU CONSIDER OTHER OPTIONS AND CHOOSE ALTERNATIVE RETAILSHOP BEFORE MATALAN.”

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Posted 8 years ago

“Customers service is a total disgrace - I honestly would write a review but in this instance I will - Having brought a product from the website, i was happy that this product was available, so I ordered 2. On receiving the product, one was damaged. I called, and explained that this is not acceptable. I had to send in a picture of the damaged product on the very same week. After 3 weeks NO ONE CONTACTED ME. what a disgrace. I am and still with the same damaged product. Eventually on the 4th week, i called again only to be told that there is a charge for the product to be picked up disgusting. I WILL NOT BE PLACING ANY FUTURE ORDER, AND I WILL INFORM OTHER NOT TO SHOP THERE ALSO - What a disgusting company policy”

Helpful Report

Posted 8 years ago

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

Matalan Reviews