Matalan Reviews

Name: Matalan
Rating: 3.57

3.6 Rating 1,893 Reviews

64 %

of reviewers recommend Matalan

3.6

Based on 1,893 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

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

“Service is awful still waiting for my order to be delivered 2 weeks now. They contacted me and tell me lies that it's out for delivery when it wasn't . Please don't use this company”

Helpful Report

Posted 9 years ago

“Ordered product which is now overdue. There is no way to track the order and it is proving impossible to communicate by any means - phone, call-back request, web-chat. No response to anything. As i write, I am waiting for a web-chat response, 20 mins so far. The service is awful. If I could find some way to cancel the order and get a refund I would.”

Helpful Report

Posted 9 years ago

“Ordered bed and mattress matress came on its own. took weeks for them to locate the bed and deliver it. No one seemed to care . Eventually it arrived .so has not encouraged me to order more from you .i live a stones throw from matalan shop ,so if you have not got what I want . Them I will go elsewhere. I have ordered online with furniture companies in Manchester and Leicester . And their communication and delivery service so much better . Kind regards Pat”

Helpful Report

Posted 9 years ago

Good evening Pat, Thank you for your review. We are sorry to hear of the issues encountered with your order. Having investigated further we have established the reason for the delay. This has been reported to the management team at our distribution hub for them to make the required improvements and to prevent recurrences. We would like to offer you a goodwill gesture to acknowledge the issues encountered. We've sent you an email outline this gesture. Again, please accept our apologies for the inconvenience caused. Kind regards Karl

Posted 9 years ago

“It appears to be an amateur company, poor information very poor customer service”

Helpful Report

Posted 9 years ago

Good afternoon Mrs Wade, please accept our sincere apologies for the delay in responding once you'd provided us with images of the marks on the rug. I can see that my colleague Isaac has now processed a replacement order for you. If you do require any further assistance please do not hesitate in contacting us.

Posted 9 years ago

“Two different orders, both turned up broken! The first one I fixed myself, the second I complained, only to be ignored! Turned up broke to which I want to return, no one will talk to me! Also u have the choice of a specified day of delivery if u pay extra? Don't bother with that as they tell u the day they can deliver, like it or not! A month has passed and my broken table is still in a box and I'm waiting for a reply after 3 messages. I left this review for weeks thinking they would resolve it but they never so here u are!”

Matalan 1 star review on 2nd November 2016

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

“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.”

Helpful Report

Posted 9 years ago

“I have been waiting 11 days for a delivery. I have contacted the online help sh o stated that the courier who supposedly delivered my order was being investigated. WHAT DELIVERY! I have payed you £60 for goods I have not received. The contract for my goods was with MATALAN, NOT THE COURIER SERVICE. I want a refund.”

Helpful Report

Posted 9 years ago

Hello Susan, as your review relates to a purchase on matalan.co.uk as oppose to matalandirect.com (Matalan Direct are the online only furnishing division of Matalan, we provide the larger home furnishing items we're unable to fit into our stores) I have passed your complaint onto our customer service team for them to investigate further and make contact. Kind regards, Karl

Posted 9 years ago

“I am absolutely disgusted with Matalan direct tried to order dining table but apparently if you live in Scotland you are in a remote region and delivery charge will be £72.00 needless to say didn't order it”

Helpful Report

Posted 9 years ago

Hello Mrs Dougal,Thanks for your message. I appreciate your concern regarding our current remote area delivery costs. Although we are aware that Scotland is not ordinarily classed as a remote area we are bound by the cost attributed to your area by our current logistics infrastructure . We review our logistics operation on week to week basis and I'm sure it wont be long before we are able to offer much more competitive rates for all of our delivery methods in all parts of the UK. I'm sorry that we are unable to offer you a more competitive rate at this time. Kind regards Tyrone

Posted 9 years ago

“I got a parking ticket for £155 because matalan didn't have any toilet facilities, I had to take my 5 year old to the toilet at Tesco's shopping centre which took me 20 mins over the parking time limit. I appealed but they were not interested. An expensive shopping experience in which I won't bother again.”

Helpful Report

Posted 9 years ago

Hello Helen Thank you for your message, It is unfortunate to hear you have encountered issues whilst at a Matalan Store. You have come through to Matalan direct the online home furnishings division of Matalan. As your query is in relation to a Matalan store i have emailed you the contact details for our complaints department and hopefully they can work with you in order to find a suitable resolution. Kind Regards Tyrone

Posted 9 years ago

“The website is misleading - the 'named day' service suggests that, like other websites with the same service, that the customer can choose a day of which they would like their item to be delivered. However, I followed the steps and the order went through, giving me no option to chose a day for delivery. After calling the helpline I was informed that the 'named day' service meant that Matalan Direct would let me know the day they are delivering. This was not made clear at any point during the process or anywhere on the website. I called a number of times to try and find out when the item would be delivered as I needed by the weekend for an event (to match 2 of the same item we had ordered previously) and I was told this was not at all possible and that there was no way of getting next day delivery or collecting from a store. Eventually I spoke to Jack who was extremely lovely and helpful and did his best to help me, although it was out of his control. I had to cancel my order, much to my client's disappointment. I found some rugs from a different website which were cheaper, of a better quality and provided options for both next day delivery and immediate store collection.”

Helpful Report

Posted 9 years ago

Hello Adam Thanks for your feedback, It is unfortunate to hear that you are dissatisfied with the ordering process. We try to be as transparent as possible with our delivery services as our with named day delivery service With the named day delivery option selected, our courier service contact you with the next available date. You then have the option of refusing the date provided and choosing a more convenient date of your choice.You are then provided with a 1 hour slot on the morning of your delivery via SMS and email. As the business progresses we aim to provide a next day delivery service and also a click and collect service. My apologies for any inconvenience that this may have caused however rest assured your feedback has been passed back onto our courier team in order to provide a better service for our customers.Kind regards Tyrone

Posted 9 years ago

“Terrible communication. Online chat just stopped half way through the conversation. Called to get a delivery date. No delivery dates. Was it in stock? Yes.. Ok will it be a week? A month? We will email you when it's coming. But I need it now. 10 days later still no delivery. Can I have a refund? No reply! I'm still waiting for an answer or my sink and vanity unit.”

Helpful Report

Posted 9 years ago

Hello Tonya Thank you for your feedback, My apologies that their seems to have been a few issues regarding your ordering process. In reference the delivery timescales, we can only offer our timescales until the order has been picked up by our courier service and a delivery date has been confirmed. We typically advise 4-7 working days for an having looked into this i can see that you cancelled this on the 5th working day. Unfortunately it does take to the latter stages of these delivery estimations and this is something which has happened in this case.Furthermore in reference to our previous correspondence, i can also see that you order has been refunded now. My apologies that you have experienced dissatisfaction on this occasion we advise all customers to check delivery timescales prior to ordering to ensure that they are happy with the timescales provided.Kind Regards Tyrone

Posted 9 years ago

“I ordered a wee side table for my bedroom and the price was 55pounds Lovely just what I wanted but the sting in the tail was the delivery charge and it was three times the price of the drawers ? ? ? come on what on earth does your adverts do if you send the message that i got”

Helpful Report

Posted 9 years ago

Hello Andrew, Thanks for your feedback. I appreciate your concern regarding our current remote area delivery costs. Although we are aware that certain areas are not ordinarily classed as a remote area we are bound by the cost attributed to your area by our current logistics infrastructure . We review our logistics operation on week to week basis and I'm sure it wont be long before we are able to offer much more competitive rates for all of our delivery methods in all parts of the UK. I'm sorry that we are unable to offer you a more competitive rate at this time. Kind regards, Tyrone

Posted 9 years ago

“1st toilet seat was broken on delivery, complaint was delt with quite quickly but when i went to collect 2nd one after receiving an email to say it was ready it wasn't there and have not had a reply to my email regarding this! Wont be ordering again.”

Helpful Report

Posted 9 years ago

Hello Debbie, Thanks for your feedback. Having looked into your order I can see that unfortunately your initial order was damaged however this got resolved with a replacement seat being despatched. You mentioned there was no reply to your email, I am unable to locate a second email to hello@matalandirect.com which has lead me to the conclusion that it must have been sent to the courier service DPD. I have been in contact with DPD and i can confirm that your item will be back at the pick up shop at an estimated time of 2-3 days. Please accept our apologies for any inconvenience caused regarding this issue and your feedback has been passed onto our courier service to prevent reoccurrence. Kind Regards Tyrone

Posted 9 years ago

“Absolutely horrific shopping experiance as my daughter fainted due to the heat!!! Why on earth does the store in openshaw not have air con? Is this a way to attract customers or make them run a mile? I don't have to go there again but what about the staff, illegal working conditions over 27?!!! Do something for the customers and staff!!”

Helpful Report

Posted 9 years ago

“Wrong items sent. After two unanswered emails I telephoned and was promised correct items would be sent and wrong items collected. No collection made, I telephoned again and got more promises. Then an email saying website was wrong and items I ordered were not available. Alternative offered bit at a higher price. After another phone call I was eventually offered a £10 voucher only valid on Matalan Direct. As I will never shop there again I am out of pocket and having to shop elsewhere. Very poor after sales service”

Helpful Report

Posted 9 years ago

“I bought some very expensive curtains from this company but by the time the builders and decorators had finished my home, l then decided to put my curtains up and was disappointed with the quality,but matalan wouldn't let me return them as it was out of there time scale. Now I'm left with 2 pair of curtains that are no use to me, would definitely not buy anything from this company again .”

Helpful Report

Posted 9 years ago

Hello Pamela Thank you for your feedback, My apologies that we were unable to accommodate your request to return your item due to, as you confirmed, the return request was not made during our 14 day return period. we try to be as transparent as possible with our returns policy,as we urge customers to open their parcels upon receiving delivery, mainly to ensure that you are completely happy with your purchase. If they are unhappy we will happily arrange a collection and exchange or refund the item. I can completely appreciate your disappointment that we were unable to issue a refund on this occasion and this is only something i can apologise for Pamela.We value all of our customers and i do hope we would not lose your custom due to this. Kind Regards Tyrone

Posted 9 years ago

“Had to wait 15 days for a delivery of roller blinds because the the delivery company's van wasn't big enough ???!!! Ended up just cancelling order, would not recommend . Glasgow area classed as remote for deliveries, just unbelievably poor service!”

Helpful Report

Posted 9 years ago

Hello Lorna, Thank you for your feedback, In regards to the delivery times we do typically advise 6-8 working days for your particular product however these are just estimations and on occasion timescales do take slightly longer than predicted. My apologies if this caused any inconvenience as i can appreciate that on this occasion we fell slightly short of these expectations and the result of this was that you decided to cancel your order.Although we are aware that Glasgow is not ordinarily classed as a remote area we are bound by the cost attributed to the area by our current logistics infrastructure . We review our logistics operation on week to week basis and I'm sure it wont be long before we are able to offer much more competitive rates for all of our delivery methods in all parts of the UK. However we do appreciate your feedback and will definitely be passed onto to our logistics department to ensure that we continue to improve and provide the best service for our customers.Kind regards Tyrone

Posted 9 years ago

“Delivery very poor, only use if you want a surprise rude early morning wake up call. When the rug was first delivered it was before 7.00 am, notice of delivery time not given. Upon inspection of rug there were a number of hard black marks along the stripes. Really not impressed being woken up at 6.36 this morning for the collection of the faulty rug, I have two school aged children whose sleep was disturbed. No notice was given by yourselves, even though I have asked on numerous occasions for a date for the collection of the faulty rug. I am extremely close to cancelling the order of the replacement and asking for a full refund due to the poor delivery service. I trust I will not get an early wake up call for this final delivery.”

Helpful Report

Posted 9 years ago

Hello Sarah, Thank you for your feedback, It is unfortunate to hear that you were contacted this early morning in regards to receiving your parcel. Our courier service aims to contact people between the hours of 9-5 and this occasion which i can only assume was an isolated incident.My apologies for this however and we have passed this information on to our couriers to ensure that this does not happen again.We value all of our customers, we appreciate the feedback and we will do our utmost to ensure you have a better experience next time you shop with us. Kind Regards Tyrone

Posted 9 years ago

“Ordered a new unit 3 weeks ago and still not arrived but the money been taken from my account, phoned 3 times and been informed that they don't know we're it is ! But they will track it down and phone me back , still waiting for that call , 3 times they promised to get back to me but never bothered , what a disgrace , don't ever buy online off this 2 bit outfit.”

Helpful Report

Posted 9 years ago

Matalan is rated 3.6 based on 1,893 reviews