“Very, very disappointed with Click & Collect service.
Placed an order on 26th July, received an email informing me that items had been despatched and they would be in store for collection between 29-31 July. Tried to cancel order and be refunded on 3rd August and received an email that I couldn't cancel because it was being prepared to be despatched, having previously been told it HAD been despatched. Today, 4th August, still not arrived in collection store.”
“Good selection of products but I am fed up of the queues at the till. Only 2 out of 7 tills were manned today (5 are self service that nobody wanted to use - including me!). Staff are doing their best but please - more manned checkouts and less self service tills!!”
“Been waiting for a delivery for 18 days to be told its lost in transit now have to wait 14 days for refund, customer services are very rude (shouted at me on the phone) and instore are just as rude”
“Made an order 15 days ago online for next day delivery still waiting customer service is bad not helpful at all keep telling me that they will get in touch with courier”
“Management skills seriously need looking at....rude staff talking about other members of staff and passing comments about customers....I don't go into a shop to get insulted and made fun off.”
“Was in waterside, Londonderry store today and was really enjoying the sales. I had filled a large basket and then to be told there were no changing rooms as there wasn't enough staff. There wasn't anyone to put clothes back and maintain the changing rooms and they didn't know when they would be opened again. The staff were more than apologetic and I'm sure they were fed up people being angry at them. I was advised to buy my goods and return them if they didn't fit. This would have been acceptable but I was told that if you buy anything on sale it can't be returned only exchanged . This has really put me off shopping in matalan and would prefer to go to a shop and try something on before I buy it .
2 of my friends left their baskets and said sure someone has to put these away anyway ,what's the difference in them being in the changing rooms. Not a great experience š”
“Something gone seriously wrong with Matalan service. Ordered jumper for home delivery which was 'lost in transit'. Hassle of getting refund as wasnt even given option of replacement but was still in stock so reordered for in store collection. Got email to say to collect. Went to disorganised store and waited ages while looking to be told it was 'lost'. At this time frustrated and asked to speak to manager. Clearly disinterested when came and told nothing she could do. No apology, help to find where missing or to contact anyone. Left really upset and frustrated. Rang customer services to be told no complaints department but manager would ring back in hour. They didnt. I rang back and to be fair man was apologetic and said very poor service and would feedback. Appears item is not in stock and wasn't lost in transit! God knows why they send these messages then and i was asked to collect non existant item. Another refund. To cap it all just checked again and website saying in stock. What on earth is going on, sort yourselves out!! Won't be returning any time soon.”
“I wish I could give 0 stars to this company. I ordered 3 items on an order, of which 2 were dispatched and 1 was cancelled stating that the item is out of stock. I could clearly see online that it wasnāt out of stock, and was able to place an order to get the one item which was apparently out of stock.
The 2 items on the first order were dispatched, only for the courier to receive it and send it back to the Matalan rather than delivering it to my doorstep. Matalan then turn around and state that they will refund and canāt send the item back. Didnāt make any effort to help the customer in this instance. So good at disappointing customers.
If you have time, money and patience then feel free to buy from this useless company. Donāt even understand how this company can surviveā¦”
“Ordered some baby clothes using a refund card from Christmas gifts that were too small and also my own money. Vests arrived burst out of packet and with one missing. They insisted on only refunding the refund card even though I no longer had it, told me that was my problem because I was ātold the terms and conditions when I bought the gift cardā I didnāt buy it, I was told nothing of the kind and why not just refund me the part I paid with cash?? Months of emails. Given up. Absolutely garbage customer service.”
“Ordered t shirts 4 days ago went into the Romford store. Was told it was not wven dispatched. Customer service very poor coyld not even be less disinterested if she tried. Matalan you have lost another Customer”
“Went to luton store, poor customer service, lazy staff, went to ask to check a price, staff couldnāt be bothered to check the price, told me to go to counter and checked, too lazy,”
“I went to Blackburn store click and collect was a brilliant service nice friendly ladyās quick to pick your order up love the baby clothes really nice good quality been 3 times now will go again”
“ORDER NUMBER 50433769 - I RETURNED MY GOOD TO THE MATALAN STORE ON SUNDAY 10TH APRIL. I WAS TOLD I WOULD RECEIVE A CONFIRMATION E-MAIL FOLLOWED BY A REFUND. I HAVE RECEIVED NEITHER AND WOULD APPRECIATE IF MY REFUND COULD BE PROCESSED WITH IMMEDIAT EFFECT.”
“Only 1 till open and 4 people queuing, which took forever because the person being served had a query. The person trying to get customers to use the self-service tills would have been more useful behind a till, but she just stood there aimlessly. Several staff were milling about behind the tills but made no attempt to open another one. I donāt shop there very often and will be reluctant to again. Matalan obviously has no regard for their customers and think we have all the time in the world. Abysmal customer service. In fact NONE.”
