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

“Shocking customer service. I ordered a jacket online (because I live no where near a store) it arrived with a security tag attached. I contacted the company explaining the situation and after a few emails between me and them, they refused to pay for the cost of a return and all they would offer me was a 10% off voucher! Something you can find anywhere online.”

Helpful Report

Posted 3 years ago

“Self service dreadful. Poor assistant's they could serve someone by the time they have talked you through serving yourself. Very impersonal. The desk is all wrong it's really awkward and so frustrating. Please don't tell me well there is one till open because its full of people with returns and customer service stuff. I just will not be shopping there I should have remembered from Last time. WHAT A HUGE MISTAKE”

Helpful Report

Posted 3 years ago

“Absolutely appaling, stood in queue for over thirty minutes to pay by cash, only had one till for cash payments which was also the only till for collections and returns, queue was a mile long, all other tills were self service, don't blame the assistant butwon't be shopping here again”

Helpful Report

Posted 3 years ago

“The way the clothes are distributed is non appealing and messy to the personal gaze, the workers need to be younger and more reliable , 14 and 15 year olds could colour coordinate and tidy the clothes rack better as they know true fashion and current trends.”

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Posted 3 years ago

“Most horrible place to order I ordered online never got my order but they said the refund was funded back to my account absolutely lying nothing was sent to me so obviously someone in there is sending money in to their own accounts u can never get hold of them by email or phone an when u do get through they hardly understand what you are saying”

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Posted 3 years ago

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Posted 3 years ago

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Posted 3 years ago

“I ordered items on the 7th October that have not arrived. Matalan Customer Service insists they were delivered. Promised a refund, not received. Items are on the way, not received. Customer Service seems to make up things as they go along. I am £50 out of pocket. 10 emails to them now. Order nos: 46825093”

Helpful Report

Posted 3 years ago

“Awful service at Straiton branch yesterday. Two young members of staff mucking about at the tills when I approached. Asked if paying by card or cash. As card instructed to use self service which I declined. Male member of staff very patronising assuming I was just too stupid to work them. When I stood my ground the young lady did serve me whilst the male flounced off. Not a please or thank you from them. When I left the area the two members of staff were laughing at me. A bit of advice for you. I may be older than you. and you might think it great that you are paid to stand and watch me do your job.. but the wise know that your job will be going soon and you won't find that too funny. Get rid of ther self service Matalan. You lost a customer today.”

Helpful Report

Posted 3 years ago

“I went into your Truro store after work to buy some birthday presents. Went to pay and the woman behind the only manned till said I had to use the self service till as her till was for returns only. Is it too much to ask for a normal till with a friendly assistant ?”

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Posted 3 years ago

“I was sent something entirely different from what I ordered. I was told to post it back (even though it wasn't my fault). I was eventually told to post it back and they would reimburse me the postage. Of course, they haven't refunded me for the postage and I'm still waiting for the refund for the items sent back. How they've been in business for so long is truly amazing.”

Helpful Report

Posted 3 years ago

“Cuffed Cargo Trousers (mens). The item was described and sold as 'Long' 33 inch inside leg. They actually measure 31.5 inches so are far shorter than they should be. Disappointed because other than that they are made from a nice material and look good apart from being too short!”

Helpful Report

Posted 3 years ago

“I hate the self service checkouts, bring back the staff. You always have to ask a member of staff, for some sort of help anyway. The stores don't look right.”

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Posted 3 years ago

“Where the heck is my order, emails, replies all automatic, phone calls to a guy who didn't care a hoot! He tells me it's dispatched, Courier not received anything, It's too bad of you Matalan, wish I'd read these reviews before ordering, Looks like I have to write off £43, a can't get a refund till I receive and return goods, what a shambles”

Helpful Report

Posted 3 years ago

“Placed order 25 August also paid the £1.99 for express click & collect. I received email on 26 August to say order been dispatched. Nothing since, I tried to email customer services and j Hargreaves the MD. Both emails bounced back saying cannot deliver. So I rang customer services on 31 August the lady said she would get straight on it and I'd receive email with update. Surprise surprise- still nothing. Its absolutely disgusting and unacceptable customer service. I wanted outfit for last weekend. Nothing. Hoped maybe could wear this weekend, not looking good 😕 I'll never buy online again with Matalan. A little communication goes a long way”

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Posted 3 years ago

“Awful customer service and returns Matalan are an appealing company rude and rob you blind”

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Posted 3 years ago

“Ordered some maternity two weeks ago ready for this weekend as going away still not arrived and no one knows where they are!!!”

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Posted 3 years ago

“45885336 order no 16/8/21 2.04am Phoned at 10.10 am 16/8/21 to request a change in size I was told it’s not possible so cancelled order Waited 48 hours and phoned on 18 th at 10.55 am but was told that it will be dispatched soon but there is a delay Informed them that it was already cancelled on Monday They said they will cancel again They have asked to wait for another 48 hrs for refund No cancellation email yet Very Poor service Costumer care staff sounds as if they were asleep No wonder in the delays Disappointed”

Helpful Report

Posted 3 years ago

“Terrible, why on earth have would you think that self service tills are the way forward? I certainly won’t be shopping at matalan again simply due to this reason and I’m not the only one, for goodness sake bring back your sales cashiers and stop trying to cut costs, people need jobs now more than ever!”

Helpful Report

Posted 3 years ago

“I would award 0 stars if I could . I ordered 2 separate orders and paid for next day delivery 5 day later still no order . I spoke to a man from customer service that really couldn’t be bothered and he insisted that Hermes had delivered my items. More or less making out I was lying about not receiving the clothes I had ordered. It’s a shame as I was a good customer and I will now never order on line from matalan again . Now just waiting to see if I get my refund . Not a happy customer!”

Helpful Report

Posted 3 years ago

Matalan is rated 3.6 based on 1,877 reviews