“Ordered items on line. Despite ordering fragile items, everything was thrown into plastic bags with no additional packaging. I have no idea how Matalan thought they could be delivered safely when posted out like that. The plastic bags had been split in transit and everything was either smashed or damaged. Had to take everything back to store for refund where the assistant seemed neither surprised nor bothered and made absolutely no comment at all! All round a really poor experience of Matalan”
“Appalling service! Dress arrived from online order with security tag attached! Raised issue last March and still unresolved- sent evidence and tried to return but they will only offer refund after completing an invoice that months later they still have not sent me! Worst service ever and I will never buy from them again!”
“Placed and paid for an order and hasnt arrived contacted both hermes and matalan and received an automated response stating they're customer service was now on holiday! Terrible”
“I ordered 2 coats. One arrived but I took it back to the store. £35. The other never arrived. After sending emails and ringing the store and being told it was on its way I decided to contact PayPal and opened a resolution. Had refund of £45 with a few days.Thank goodness I used them. Shame as I like the store.”
“Clothing rarely fits. Matalan clothes suppliers need to learn how to use a tape measure. Items listed on website are always out of stock when you visit the store. Waste of time and money. Customer service non existent.”
“My order has been stuck with Hermes for almost 3 weeks now. Can't get a sensible answer from Customer Services, have asked for a refund but no response from them yet. Won't t be using them again.”
“Not been into matalan store for a long time as have been ordering online. All tills were self scan except 1 (cash only)... Dreadful will not be going again”
“Avoid shopping on line with these ,your products go missing and ive been waiting 3 weeks still no refund .They also use hermes and they are a nightmare as well .To be honest I've never had such a problem with any other company ordering on line ,I will never use this company again ,first and last time .”
“Online order stuck in limbo at Hermes depot
Click and collect been waiting nearly 2 weeks
Customer service inept and unhelpful
Won't shop with them again.”
“My daughter placed a order with matalan over a week ago said it has gone to hermes still no delivery been over a week have sent email to both companies had no response and no joy quick enough having the money though disgusting service”
“Wasn't allowed to be served by a human as I wasn't paying by cash. Self service till kept playing up..staff member had to come over 3 times by which time i was really annoyed as probably took twice as long! A lot of people still want the personal touch when purchasing from a store...Big mistake Matalan.”
“I ordered a 3 piece lounge wear set £17.50 on sale for my sister for Christmas. I placed my order on 15/11 which my order was accepted and payment authorised, on the 17/11 they cancelled my order but to my dismay on 19/11 it was back on sale for £25.00. I was told it was out of stock REALLY.
I have emailed matalan only to receive an automatic text back. This was on Monday. NEVER AGAIN!!!!!!!!”
“placed an order, was dispatched. Has now been with Hermes for a week and is not yet out for delivery. Contacted Matalan twice by email and have only had an automated response. Very poor service, extremely disappointed. Would not recommend to anyone.”
“Used app for the first time ordered some clothes, when delivered they was put buy the bins , ( they were robbed ) I was in all day waiting as well, delivery company never bothered to knock on the door .
So after there delivery company tuck responsibility, am now waiting on refund,,
Which was delivered on 8th ,
10 days later still no refund”
“Horrible place to work for. Management are cliquey, if you aren’t part of the in crowd then you will be treated like dirt. Customer service and standards have definitely declined. Online shopping is a hot mess, self-service has been a disaster, dumb decision was made to stop giving refunds on sale items when fitting rooms were still closed and staff are left to deal with the backlash.
The CEO and management needs to listen to both customers and staff. Make self-service optional and have more till staff, acknowledge younger staff’s contributions and hard work instead of favourites, sort out customer service and online shopping and improve product quality if you want to continue making a profit as you are losing customers and great staff like crazy and ruining your reputation.”
“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.”
“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”
“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”
