“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.”
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
“Ordered two Black Leather bedside cabinets from Matalan Direct if i am honest i expected to have to assemble them myself but the only thing i had to do was screw on the drawer knobs and look on with pleasure Quality furnishing at a basic price I am 100% happy with my purchase Thank you”
Hello Mary, Thank you for the positive feedback! Our Barcelona bedside cabinets require minimum assembly and it is great to hear that this process was quick and simple for you.We look forward to you shopping with us in future. Kind Regards Tyrone
Hello William, Thank you for your comments! We appreciate all feedback as it is this ,which contributes to our constant improvement and aims of providing the best service for our customers. Kind Regards Tyrone
Hello Sharon, Thank you for your comments! We appreciate your feedback and this will be passed onto our content and delivery team. We look forward to you shopping with us again. Kind Regards Tyrone
Thank you for your great feedback Sue! we hope you are enjoying your purchase and we look forward to you shopping with us again in the future.
Kind Regards Tyrone
Hello Sinead, thank you for your comments! We aim to provide exceptional service here at MatalanDirect and we've noticed you have only given us 4 out 5 stars, if you have any tips on how we can improve our service we'd love your feedback. Kind Regards Tyrone
Hello Louise, Thanks for the great bit of feedback! We are glad to hear that you are happy with your purchase. We are constantly trying to improve our customer correspondence and your comments will be passed onto our team in order to ensure that this continues to happen. Kind regards Tyrone
“Lovely chair, looks more expensive than it is. Deleting very took a while and I asked them to give me an idea of the delivery slot which they said they would do but didn't. So was frustrating having to wait in all day.”
Hello Amanda, Thank you for your feedback! It is unfortunate to hear that you did not receive your allocated delivery slot. Our courier service aim to provide all customers with a timescale of when they can expect to receive their parcel however on this occasion it seems a though they have failed to do this. My apologies for any inconvenience which this may have caused and your feedback will be duly passed on to ensure that this does not happen again. Kind Regards Tyrone
“The instructions to build the sideboard could have been a little clearer particularly the installation of the drawer runners but the overall quality is very good and good value for money”
Hello Jane, thanks for your email. It's great to hear that you are happy with your new Benny Sideboard! We aim to explain the assembly instructions as clearly as possible however i will definitely pass this feedback on as we want to make this process as simple as possible for our customers. Kind regards Tyrone
“The phoneline staff couldn't have been more helpful. Everything they did was prompt and very informative. Had a small blip with the returns collection but that now is being resolved. More than pleased with the service and thank you.”
“The build quality was good but could have been better as some screws were missing. But the service was excellent. Also the product wasn't a good price could have been cheaper by looking at the quality of it.”
Hello Ahmed,Thank you for your feedback.My apologies regarding the missing screws on your chair, we urge customers to report any discrepancies as soon as possible so that we can rectify any issues regarding the order. We aim to ensure that our customers only receive the highest quality products and your feedback is welcomed as this will help us to continue to improve as a business. Kind Regards Tyrone
“Ordered my wine rack, delivery was arranged promptly and gave a window of 3 hours which was v good. Quality and look of the unit is good - makes a good addition to my new kitchen. Bought from catalogue and online so was pleased with how substantial the product was. V pleased ????”
Hello Brenda, Glad to hear that you had a great experience your first time shopping with us, we look forward top you shopping with us agin in the future.Kind Regards Tyrone
“Once the bed is finished, it does look very stylish in your room. Only problem is one of the bolts for the bed was actually broken and we had to find a way of attaching it to the bed safely and Matalan do not offer you spare parts. The courier service they use are very very poor and don't call you before they come and once they receive your bed in their warehouse they take 2 weeks to deliver it.”
Hello Letisha, Thank you for your feedback. Its excellent to hear that your new bed looks great! My apologies that one of your bolts was broken upon arrival, we do urge customers to call in regarding any issues so that they can be rectified by us immediately. My apologies regarding the length of the delivery time as the timescales we provide are typical timescales although unfortunately, on occasion, products take slightly longer to arrive. We appreciate your feedback and rest assured we will pass this information onto our courier service as we are constantly trying to improve all areas of MatalanDirect. Kind Regards Tyrone
“After a wide search for a longer drop
blind these popped up on an email from matalan. Great blinds. Easy to instal. Good quality and they do a great job.”
“At last I've got the dream bathroom I've always wanted at a fraction of the price all thanks to Matalan Direct. My builder, who installed it all couldn't believe how well made everything was. Looks very stylish to say I'm pleased is a bit of an understatement. Thanks Matalan. I absolutely love it.”
“I Recently purchased a 4 door 6 draw wardrobe, it arrived securely packed, and all items were all there, took a couple of hours to put together, and it looks smashing, this wardrobe was to replace a built in one, and had to have a pine lookalike, and this was the nearest I could find, my other bedroom furniture is victorian ducal ...headboard, 2 bedside cabinets, and a larger chest of draws....I have now purchased a chest of draws to match the wardrobe.”
