Name: Matalan
Rating: 3.57

“Absolute bollocks. So mad. Ordered next day delivery even though I live a Mike from a store because I hate dragging my toddlers around matalan... Did it come... Did it hell.. And I desperately need what I ordered fir work tomorrow so not I have to set out mega early and she'll out even more of my dosh right before Xmas. Thanks matalan.. I called u and u were so unhelpful”

Helpful Report

Posted 9 years ago

Good afternoon, thank you for your feedback. As your feedback relates to either a purchase made in a Matalan store or via Matalan.co.uk I've passed your feedback and contact details onto their dedicated customer service team. Matalan Direct are the furnishing division of Matalan, we provide the larger home furnishing products we're unable to display in store and have a separate customer service department. Rest assured this issue has now been passed on to the relevant department who will act upon your feedback accordingly. Kind regards Karl

Posted 9 years ago

“Ordering from Matalan Direct was more than a little stressful! To make a very long story shortish, I had an issue receiving my order as somewhere along the way after my order was placed someone at either Matalan’s warehouse or Parcel Force who delivered the order, entered the wrong address which meant Parcel Force tried to deliver to the wrong house. The whole way through with trying to sort out via their customer service phone number I had to do all the chasing and only ever received one of five promised call backs over about two weeks. After the first delivery attempt and two missed call backs, I sent a twitter message to Matalan Direct and a gentlemen by the name of Jack replied back and credit to Jack, he is the only person I dealt with at Matalan that seemed to genuinely try and sort the order out. He looked into it and called me to let me know that the order would be redelivered the following week. The next week I checked the tracking number and saw that Parcel Force in fact tried to deliver it to the wrong address AGAIN. I tried calling into Matalan and when I finally got through he said he would look into it and call me back within a couple hours. Again he never called me back so I had to call again and he told me that he was busy and didn’t have the time to call me but that he had spoken to Parcel Force and they had missed the address update and he asked for me to speak to them directly to sort out as this ‘wasn’t Matalan’s fault’ and he had done everything he could. I speaking to him, I asked for my £15 delivery to be refunded given the issues that I had with delivery and not being given the call backs I was promised. The agent said again that outside of not calling me back as promised, they had done nothing wrong and it was Parcel Force’s fault so shouldn’t have to refund me anything. I asked him what the procedure for a request for a refund of delivery was and he said that he would raise it with his manager and let me know. He then called me back about a half hour later and said that he managed to get Parcel Force to schedule redelivery for the next day to my correct address and apologised for the issues and said he was going to try and get my delivery refunded and let me know via a phone call or email. Needless to say I never heard from him again. I also spoke to Parcel Force that night and they said that they had not spoken to anyone at Matalan that day and they then updated the delivery address and rescheduled the delivery. The next day the online tracking said that the package had been delivered. When I arrived home, there was no package! I called Parcel Force who said that they had delivered the package to the old address as it ‘was an agency driver who would not have seen the updated address’. I then had to go to the address it was delivered to – turns out no one signed for it, the delivery driver forged a signature and left the package outside the wrong address. Luckily it had not been stolen!! Jack from Matalan contacted me the following week to see if I had received my order. I relayed what had happened and that I had also requested the delivery to be refunded, he apologised and said he would follow up on the refund of delivery. Just over a week later he got in contact with me to let me know that they would refund my delivery charges which I did receive shortly after that. To be fair to Matalan, I really like the shelf I ordered and the quality of the product. But good luck if you have any issues with delivery – my advice would be to contact them through Twitter in the hope Jack picks up your query as he seems to be the only one who follows through with what he says. Whilst polite, their phone agent does not follow through with anything it commits to, though I suspect it might be because he is the only one answering phones and is so busy he is unable to.”

Helpful Report

Posted 9 years ago

“Customer service absolutely dreadful Ordered an item to collect in store (3-5 days) had email 4 days later to say it had been dispatched. 3 days later still No message from store to say it had arrived so I emailed 'customer service' expecting a delivery date by return.....after 2 days and no response I called them only to be told it was in transit and someone would get back to me. Didn't hear anything again so emailed again next day and now after another day of no response I've phoned again. Still being told it's in transit and they need to contact courier To chase. I was Advised to purchase the item in store to which I said you've already debited my card. Asked to speak to supervisor as I keep being fobbed off but was told they deal with manager by email and that they would escalate my query but Still couldn't tell me when I would have a reply !! Absolutely nonexistent customer service, I would never buy from them again.”

Helpful Report

Posted 9 years ago

Good morning, thank you for your feedback. As your feedback relates to either a purchase made in a Matalan store or via Matalan.co.uk I've passed your feedback and contact details onto their dedicated customer service team. Matalan Direct are the furnishing division of Matalan, we provide the larger home furnishing products we're unable to display in store and have a separate customer service department. Rest assured this issue has now been passed on to the relevant department who will act upon it accordingly. Kind regards Karl

Posted 9 years ago

“I have only awarded one star as there wasn't an option for zero stars. The customer care is absolutely obismal, the phone line doesn't work and hasn't for over 2 weeks and the email address which is meant to respond in 4 hours still hasn't contacted me from 6 days ago. I've had parts of my order missing for over a month and have been forced to rebut parts for a bathroom from elsewhere due to this. I have now spent an additional £500 which could have easily been avoided. I'm now in the process of trying to arrange a refund. Doesn't look like this will happen any time this year. DONT USE TGIS COMPSNY.”

Helpful Report

Posted 9 years ago

“Where to start... i ordered 9 boxes to go into a dresser unit. The first order placed failed to turn up and i found an email saying that i had been refunded- no expaination why! So i reordered..big mistake! I received 4 of the nine boxes and the delivery note said nothing of it being 1 of 2, the company had not made me aware that it was one of two so i called them (bare in mind that by now i had aldo emailed a few times but had received 'generic automated emails' saying that thry would get back to me!) So after a lengthy conversation i was assured that this would be chased up as 'the courier compsny weren't picking up the phone so they had left a voicemail'. Again..nothing! Si i phoned again and another member of staff said that she had refunded me the boxes as they didn't know where they were and i should try placing the order again!!! 'Not likely' i said. Think i've had enough of matalan. I then asked to speak to a superviser who was extrly relictant to come to yhe phone and the telephone rep was asking 'why do you want to speak with a superviser, she can't tell you anything different. Eventually got a call back but still not satisfied i asked to speak to someone higher- after she implied that authorisation came from higher up. 3 days later and i am yet to have a call back. I've never felt the need to write a critcal review before but this company needs to know how poor its service is. Equally customers need to know not to shop here til thry get things sorted!”

Helpful Report

Posted 9 years ago

Good afternoon, thank you for your feedback. As your feedback relates to either a purchase made in a Matalan store or via Matalan.co.uk I've passed your feedback and contact details onto their dedicated customer service team. Matalan Direct are the furnishing division of Matalan, we provide the larger home furnishing products we're unable to display in store and have a separate customer service department. Rest assured this issue has now been passed on to the relevant department who will act upon it accordingly. Kind regards Karl

Posted 9 years ago

“After placing an order and paying i havent recieve anything i have tried phoning and emailing but have got no response shocking from such a large store”

Helpful Report

Posted 9 years ago

Hello, Thank you for your feedback. It is unfortunate to hear that you have encountered issues with correspondance as we try to keep customers as informed as possible in regards to their ordering process. Having looked into this i can see that you'r product has now been delivered, if you have any queries please don't hesitate to get in contact.

Posted 9 years ago

“Order not turned up. Tried calling customer services and after holding on for 10 mins got diverted to Matalan.co.uk who couldn't help or transfer me. I have called the number again and tried a different option and have been holding for 20 mins.....”

Helpful Report

Posted 9 years ago

“I ordered a product from Matalan Direct and money has been taken from my back account and still no sign of product. We even paid additional money to get named day delivery. I have tried 3 times in 2 days and called their customer services department and all 3 times nobody can help me even though I can calling the number supplied by Matalan Direct when placing order. I have also followed this up by sending 3 emails to Matalan Direct and nobody has responded. This has to be the worse service I have ever experienced in my life, cannot even get hold of anybody to complain. SHOCKING, SHOCKING service and cannot wait to order again.”

Helpful Report

Posted 9 years ago

Hi Paul, please accept our sincere apologies for the delay in despatching your order. This was due to unprecedented interest during our recent promotion creating a backlog of orders resulting on some orders exceeding our typical delivery timeframes for this product. I can see that our carrier has now been in contact to arrange delivery on a suitable date. If you do require any further assistance please do not hesitate in contacting us. Kind regards Karl

Posted 9 years ago

“Disgraceful I would advise people to keep well away from this company placed order when goods arrived were not suitable tried for 10 days to get a response but no reply.the number for customer services takes you to Bulgaria , they don't have a clue about the product or the return procedures .shall never buy from this company again. Order number17545 Dawn I don't expect a response from this review probably to busy .”

Helpful Report

Posted 9 years ago

Good evening Dawn, Thank you for your feedback. Please accept our sincere apologies for the issues encountered whilst attempting to return your tap. The communication issues were caused by the unprecedented number of orders received during a recent promotion resulting in delays in responding to our customers. Due to the feedback received regarding our IVR system we have since changed the options to ensure customers are diverted to the relevant department of the business their enquiry relates to. I can see that your refund has now been processed, though if you do have any further issues please do not hesitate in contacting us. Kind regards Karl

Posted 9 years ago

“If I could rate a 0 would. Ordered and paid for goods and extra for named delivery date. After 6 days no contact. A joke trying to contact correct dept via customer services eventually to be told no stock available. Has to request a refund. Will not use this company again.”

Helpful Report

Posted 9 years ago

“Buying a dinner suit for my son was proving very difficult as sizes we're difficult to find at my nearest store in Chesterfield. A member of the checkout staff -Sophia rang every local branch to locate the correct sizes finally pinning them down at Mansfield branch. Sophia was very patient, commited to customer satisfaction and should be commended for her effort. Thankyou.”

Helpful Report

Posted 9 years ago

“Ordering from the website was very straightforward and communication prior to delivery could not be faulted. Delivery was on time, and couriers were polite and helpful. The item is of a very good standard and looks great in my bedroom. The reason why I haven't awarded 5 stars is that nowhere on the webpage did it state that the item required complete assembling. As I live on my own, putting the bed together required assistance from a neighbor, and I was concerned that the quality of the item would suffer from my incompetence. That said, the instructions were very clear (once I'd found them!) and the bed was assembled within 3 hours.”

Helpful Report

Posted 9 years ago

“ABSOLUTELY APPALLING SERVICE. NO ONE TO ASSIST YOU. UNABLE TO ORDER ONLINE. JUST SPOKE TO A CS ADVISOR IN BULGARIA AS PART OF MATALAN. JASON HARGREAVES IS THE CEO I AM LED TO BELIEVE, I WILL BE SENDING MY COMPLAINT TO HIM, SHOCKING AND DISTRESSING. I WILL NEVER USE THEM AGAIN AND WOULD SERIOUSLY RECOMMEND THAT YOU CONSIDER OTHER OPTIONS AND CHOOSE ALTERNATIVE RETAILSHOP BEFORE MATALAN.”

Helpful Report

Posted 9 years ago

“CUSTOMER SERVICE WAS OK AFTER AN INITIAL RANT THAT HAS NOW BEEN RESOLVED BY A VERY NICE MAN WHO CALLED ME TO DISCUSS AND RECTIFY THE PROBLEM - THANK YOU”

Helpful Report

Posted 9 years ago

“Customers service is a total disgrace - I honestly would write a review but in this instance I will - Having brought a product from the website, i was happy that this product was available, so I ordered 2. On receiving the product, one was damaged. I called, and explained that this is not acceptable. I had to send in a picture of the damaged product on the very same week. After 3 weeks NO ONE CONTACTED ME. what a disgrace. I am and still with the same damaged product. Eventually on the 4th week, i called again only to be told that there is a charge for the product to be picked up disgusting. I WILL NOT BE PLACING ANY FUTURE ORDER, AND I WILL INFORM OTHER NOT TO SHOP THERE ALSO - What a disgusting company policy”

Helpful Report

Posted 9 years ago

“On Friday 4the November 2016 I ordered an item online (order number 13366771 ) to click and collect. It stated that click and collect takes 3-5 working days so I expected it to arrive around Friday 11th November. It didn't . I recieved an email on Sunday 13th November to say it's been despatched..expected delivery Monday 14th between 8:00-18:00. I didn't recieved a text so I called into matalan the following Thursday 17th november to find out where it was and all they could say is its in transit. Still no sign of my parcel. This service is absolutely ridiculous . My payment has been taken but matalan have not completed the order . I contacted customer services twice with no reply. Rang today was on hold for 20 minutes with no one answering the phone costing me £3. Please can you look into this and contact me asap with an explanation of where my item is and when I will receive it or just refund my money! Thanks Sue McNamara.”

Helpful Report

Posted 9 years ago

Good evening, thank you for your feedback. As your feedback relates to either a purchase made in a Matalan store or via Matalan.co.uk I've passed your feedback and contact details onto their dedicated customer service team. Matalan Direct are the furnishing division of Matalan, we provide the larger home furnishing products we're unable to display in store and have a separate customer service department. Rest assured this issue has now been passed on to the relevant department who will act upon it accordingly. Kind regards Karl

Posted 9 years ago

“Always very happy with matalan and always reasonably priced”

Helpful Report

Posted 9 years ago

Good evening Lorraine, Thank you for your feedback, its much appreciated! Kind regards. Karl

Posted 9 years ago

“I put a order through on a Saturday and paid for next day delivery but still haven't arrived. There isn't a tracking number or anyway to check the status on the official website. What has really ticked me off was that I sent several emails and tried the customer service helpline but nobody answered or replied to my emails. Never mind about the 5 pounds I paid for next day delivery, nothing they do will compensate for the frustration i felt and time consumed searching for ways to contact them. I will definitely NOT be a returning customer nor will i recommend Matalan.co.uk to anyone i come across.”

Helpful Report

Posted 9 years ago

Good evening, thank you for your feedback. As your feedback relates to either a purchase made in a Matalan store or via Matalan.co.uk I've passed your feedback and contact details onto their dedicated customer service team. Matalan Direct are the furnishing division of Matalan, we provide the larger home furnishing products we're unable to display in store and have a separate customer service department. Rest assured this issue has now been passed on to the relevant department who will act upon it accordingly. Kind regards Karl

Posted 9 years ago

“Trying to return a tap which will not fit the sink. Last week spoke to pleasant person who was going to get back to me but didn't. I have been trying all week to contact customer services but cannot get through. I have had an email but that was no help. The message board is offline. All as I want to do is return a useless tap.”

Helpful Report

Posted 9 years ago

Hi Jackie, A member of our team attempted to contact you yesterday and left a voicemail. I can see that Alex from our customer service has been in contact today and arranged for the tap to be collected due to it not being suitable. If you require any further assistance please do not hesitate in contacting us. Kind regards, Karl

Posted 9 years ago

“shocking service!!! They acknowledge the order via email - 3-5 day delivery and then absolutely NOTHING!!! Emails phone calls to chase and still nothing. I also paid for the express delivery service - JOKE. 26 minutes on hold............................”

Helpful Report

Posted 9 years ago

Good evening Debbie, Please accept our sincere apologies for the delay in despatching your order and the subsequent delays in responding to your requests. I can see that Alex from our customer service team has now spoken with you to give you an update and advise of when your delivery will take place. If you do have any further issues please do not hesitate in contacting us. Kind regards Karl

Posted 9 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 28%
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

Matalan Reviews