“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
“good introductory price but had to phone to see when order was arriving then just was told you would email details and advertised 3-5 days delivery mine came on 6th so better communication is required!”
Hello Tammy
Thank you for your email.We do typically advise 3-5 days for delivery however on this occasion, the timescale has unfortunately exceeded these expectations. My apologies for any inconvenience which this may have caused, as our courier service do try to adhere to these timescales however occasionally it does take slightly longer. We appreciate your feedback and its information such as this has lead to us increasing the amount of communication and it is currently something we are in the process of implementing.Kind Regards Tyrone
“Bit confusing having separate Matalan and Matalan Direct as the reason I initially chose to buy was because I thought I had a discount voucher which turned out not to be the case, but the item was good and arrived promptly”
Hello Jean,
Thanks for your feedback, We do try to ensure that we are as transparent as possible in regards to the connection between the two companies. However as we are still relatively new we can appreciate that customers may not always be aware of this and it is something which we hope becomes clearer the more established we become. We do offer a great range of discounts so if you like i would be happy to sign you up to our mailing list so you are notified of our range of offers. Furthermore thank you for your kind words and we look forward to you shopping with us in future.
Kind regards
Tyrone
Hello Linda
Thank you for your feedback, It is unfortunate to hear that you were not satisfied with our delivery process. Having looked into your order i can see that due to the size of your items it had to be done through Final Mile as it was classed as "one man delivery" which basically means that the item was too large to go with our standard delivery service. This does unfortunately cost slightly more than our standard service. However as we progress and grow as a company we will ensure that we are constantly trying to improve in ways which are beneficial to our customers.In regards to the delivery timescales we do advise 4-7 working days for delivery and having looked into your account i can see that it had been 6, so unfortunately it does take to the latter stages of our estimations. However your feedback is always appreciated.
Kind Regards
Tyrone
“The product was installed on day of delivery,unfortunately when unwrapped the bubble wrap had stuck to the towel rail in several places which was disappointing.”
“Only problem using Direct is you dont always get a true sense of the article. I bought a rug which was a much more lightweight article than l thought, however, the design and colours were just right so l kept the rug.
This is the risk you take when buying direct from any retailer.
All other aspects were very good and l will use the service again with no qualms”
“Was told delivery would be on a certain day but on the morning of day was told they hadn't received item and would inform when they received it .was at work when text came to say delivering that day, had to make other arrangement for delivery.”
Hello Roberta
Thanks for your feedback,
My apologies for the miscommunication given during the delivery process, our courier service provide customers with an estimated delivery day and time however sometimes they fall short and are unable to meet this. My apologies for any inconvenience caused we will do our best to ensure that this does not occur in future.
kind regards
Tyrone
“A nice quality product with a very good price made even more attractive by the offer code for an extra 10% off. I was especially impressed with your carrier DCP who arrived exactly when stated, made good communication and the driver was friendly and courteous. The only point I would critisise is the long time it took for my order to be confirmed via email, several days! it was a Bank Holiday but I would have expected a confirmation on return to work, I had to phone you to make sure my order had been received.”
“Lovely quality bed! Used to replace a creaky metal bedframe and surprisingly found this bed was very sturdy and looked very elegant in my bedroom. Looks much more expensive than it was!”
“DPD delivery was shocking. The delivery was 2 boxes clearly labelled 1 of 2 & 2 of 2. When I received the email from delivery people I chose to collect from a store because I was at work so would not be home. This was confirmed by email. I then received another e mail saying I couldn't collect from store so I opted to collect from depot. When I got home that night 1 box had been delivered to my neighbour. The 2nd box was not with it. I contacted DPD and was told the other box had been delivered to store which I then had to go and collect.
Absolutely ridiculous.
I loved my tables though.”
“I ordered three items of furniture but only two turned up. It took a while for the third item to arrive after a mix-up between Matalan and the courier. It was annoying at the time but Matalan kept me informed which eased the 'pain'. The furniture is great and I would certainly order from them again.”
“Having purchased my product, I received my confirmation e-mail. There was no purchase order number and no estimated time of delivery. I highlighted this when I contacted Matalan online services and they were happy to take these criticisms on board. Other than that, the process of ordering, quality of product, value for money and delivery were good. Happy customer.”
Hello Steve
Thank you for your feedback,
In regards to your order number we do try to ensure that as much information as possible is given in our confirmation and the order number is included within this.
It is usually located at the top of order and it is the number known as MATDIR, however it is understandable how this may be overlooked.
However the feedback from the live chat which you had was indeed passed onto our content team and we duly appreciate this as we are always looking for ways to improve our service.
Kind Regards
Tyrone
