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

“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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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

“Never received my order”

Helpful Report

Posted 9 years ago

Hello Hayley, Firstly i would like to apologise regarding the fact that you have still not received your product. Having looked into your account it seems as delivery issues arose from the address being a commercial property and they were unable to successfully deliver this the first time. I have attempted to call you and left a voicemail in order for us to get this situation resolved for you. We value all of our customers so we will of course do our best to ensure that this is gets sorted as soon as possible. Kind Regards Tyrone

Posted 8 years ago

“I Unfortunately had a very bad experience and this has put me off of ever using matalan direct. From a happy customer who in store buys great products I was extremely let down by the dining set I received. Out of 5 peices of furniture all 5 we're recieved in a damaged state! The table had a huge dent and 3 out of 4 chairs had evidence of being dragged along the warehouse floor and the other chair had finger nail marks in the plastic which appeared to have been carried out whilst the plastic was setting. As for the no quibble return policy I didn't realise no quibble means having to submit photographic evidence of damage. Fortunately for myself I was in the position to do so but what about the customers who aren't able to provide such evidence. I feel this is very misleading statement and perhaps matalan direct needs to reword this. Whilst all the call handlers are very polite and I can't fault their telephone manner it is clear they are reading from a manuscript and unfortunately this provides no resolution or reassurance for unhappy customers. Whilst I appreciate this is a new venture for matalan quality control should be made a key goal in order to maximise profit and make loyal happy customers. The product I recieved would never of been let out on the shop floor by why should I accept it delivered to my door in such state. As the website states all queries will be returned to in a 4 hour period it took nearly two weeks to receive my money back. The courier service also needs to be reviewed as their telephone manner and service provided was poor. I am so disappointed by this whole experience and I will not be using this website again.”

Helpful Report

Posted 9 years ago

Hello Kirsty, Firstly i would like to apologise in regards to your overall experience whilst placing this order as it seems that it has not been great which is unfortunate as we set very high standards for ourselves here at Matalandirect. In regards to chairs being damaged, again i can only apologise regarding this as we ensure that we only accept the highest quality of products from our supplier and the standard is again checked at our hub. Unfortunately on this occasion it seems as though the order was unfortunately damaged during transit this is something which we of course notified our courier service about and they always try to ensure that products are delivered in a satisfactory condition. As we of course replace any item which has been received as damaged, we do need to see photographic evidence as this tells us if it is a design fault/damage and also as proof so that if their is a pattern of similarly damaged items we can take this to the courier service/supplier. In some cases, you are correct in stating that some customers maybe unable to do this so, however if they contact us stating this, we would of course still be happy to book a collection and get the item returned. Your feedback is appreciated as we are a relatively new division so we are always looking for ways to improve so information such as what you have provided is very helpful.Hopefully this hasn't put you off shopping with us as we value all of our customers. Kind regards Tyrone

Posted 8 years ago

“DELIVERY OF PRODUCT WAS A SHAMBLES, I GAVE UP IN THE END & TOLD THEM NOT TO BOTHER. I NEVER RECEIVED THE PRODUCT & NOBODY FROM MATALAN DIRECT BOTHERED TO CONTACT ME TO FIND OUT WHAT THE PROBLEM WAS. AS MY BOOKS ARE WITH THE ACCOUNTANT, I DON'T KNOW WHETHER MY MONEY WAS REFUNDED, BUT I DOUBT IT.”

Helpful Report

Posted 9 years ago

“The box was very damaged when it arrived and in the box was 2 lots of paperwork from other items which I had not ordered and were other customers orders. I was very disappointed with the delivery service”

Helpful Report

Posted 9 years ago

“trying to get a delivery date was an impossible task.No problem with the product but the actual delivery is a nightmare”

Helpful Report

Posted 9 years ago

“I ordered a light fitting and it was due to be delivered by DPD on 22/03/16 .I waited in and it was not delivered and the courier made no contact with me.I rung Matalan customer services and spoke to a male advisor who said he'd make enquiries with their logistics dept and get back to me,he didnt. I then phoned back the next day and and spoke to Alice who did return my call but couldn't advise me of a delivery date or give any further information. I have recalled today and was advised that I should wait in until 5pm today as it was due for delivery,it hasn't arrived and I have wasted another day waiting in.I have requested a refund and after this experience I will never use Matalan direct again or recommend them to anyone.The customer service is very poor.”

Helpful Report

Posted 9 years ago

“I ordered 3 items which had a delivery estimate of 2 to 3 days. After 3 days I emailed customer services to find out where my goods were. Finally after 8 days my items arrived. I did not want one of the items as it was not suitable for my needs. I paid 9.99 for delivery but when I asked to return it they wanted to charge me 55.00. This is not clear on the website. I also assumed that I would be able to return any goods to my local Matalan store but instead need to deliver this to Bolton. They will only accept tracked items so I can't even take it back to Bolton myself. Which is after all only 120 miles away. My item to return is still sitting in my living room as I am now stuck for a courier over the Easter holidays. While the people in customer services are polite they did not resolve my problem. It has been an utter nightmare ordering from Matalan direct. Would never use them again. Really really poor experience and will be telling all my friends about it.”

Helpful Report

Posted 9 years ago

“Took two weeks to receive a rug. Lack of communication. Will not recommend service.”

Helpful Report

Posted 9 years ago

“Unfortunately I'm not able to review the product as it never arrived due to the poor service of the courier service, Final Mile! I had to cancel in the end as the product still haven't been delivered after 2 weeks despite receiving emails say the product would arrive on a certain day only to then receive another to change it. Matalan need to review their courier services to prevent any further poor feedback from customers. Very disappointing.”

Helpful Report

Posted 9 years ago

“I had to send my item back as it was not what I order and I was charged £9 you send it back in will never order from you again .it does not say you charge that much you send item back”

Helpful Report

Posted 9 years ago

“I made two order one to Matalan and Matalan direct. I have never received any of my goods sooooooooooooooo disappointed.”

Helpful Report

Posted 9 years ago

Matalan is rated 3.6 based on 1,877 reviews