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Matalan Reviews

3.6 Rating 1,858 Reviews

65 %

of reviewers recommend Matalan

Company Reviews

Product Reviews

3.6

Based on 1,858 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 26%
Accurate And Undamaged Orders	Greater than 78%
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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Matalan 1 star review on 19th October 2022

Matalan 1 star review on 19th October 2022

Matalan 2 star review on 3rd November 2021

Matalan 1 star review on 18th June 2021

Matalan 1 star review on 9th June 2021

Matalan 1 star review on 29th April 2021

Matalan 1 star review on 29th April 2021

25

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Having visited your bilston store today [21/10/20] the store looked very inviting , pity the staff were not so inviting . RUDE , ignorant, to put it lightly .I strongly recommend you improve your customer training scheme to your existing SO CALLED STAFF . myself and 3 others left the store in disgust at the service or should i say ....lack of service..... WILL NOT SHOP AT BILSTON STORE AGAIN .”

Posted 3 years ago

“I visited your Boston store again today, 17 October 2020. This is my first visit since complaining about your in-store customer service which I received no response; Again, service at the store was only what I describe as awful. The same staff member was abrupt and rude. I bought some clothes to the value of £103. I was asked to use self checkout, which I refused, she then said begrudgingly she would do it for me. I presented my black card which I thought had the £10 voucher value on it as it came with a voucher. She then left me to pay which I did, but noticed they£10 had not been deducted. When I raised this with her, she said I had not presented the voucher, which was correct; when I explained why, she never offered to correct my error, which I suppose is what I expected, with her attitude. When I shop at a clothing store, I expect civility, friendly efficient staff, which is certainly not what you get at Matalan. Why should I have to remove hangers, security tags and scan the item to buy goods when staff are available, which is what I expect. Doubt I will be visiting the Boston store again, after two similar experiences of very poor service.”

Posted 3 years ago

“Went into the new store in Maidstone, was greeted by a non mask wearing member of staff who showed me where the hand sanitizer was then pointed me in the direction of the goods I wanted, I gathered up the items I needed then went to the tills to pay. I was greeted by a rude women who raised her voice so she could be heard by customers and other staff and asked where my mask was, I told her I didn't have one as I can't for medical reasons where one and she rudely and quite aggressively told me that the store policy was that I couldn't purchase anything. I offered to show her my exception card but she said she didn't want to see it because it made no difference. I wasn't aware that Matalan a family shop was so discriminating I then had to hand over the items that I choose and leave feeling very distressed and humiliated. I will never shop there again and hope no-one else in my position has the same treatment. I was totally discusted by my treatment. I have lodged a complaint but from the reviews I've read I'm not expecting any action to be taken.”

Posted 3 years ago

“Went into the new store in Maidstone, was greeted by a non mask wearing member of staff who showed me where the hand sanitizer was then pointed me in the direction of the goods I wanted, I gathered up the items I needed then went to the tills to pay. I was greeted by a rude women who raised her voice so she could be heard by customers and other staff and asked where my mask was, I told her I didn't have one as I can't for medical reasons where one and she rudely and quite aggressively told me that the store policy was that I couldn't purchase anything. I offered to show her my exception card but she said she didn't want to see it because it made no difference. I wasn't aware that Matalan a family shop was so discriminating I then had to hand over the items that I choose and leave feeling very distressed and humiliated. I will never shop there again and hope no-one else in my position has the same treatment. I was totally disgusted by my treatment. I have lodged a complaint but from the reviews I've read I'm not expecting any action to be taken.”

Posted 3 years ago

“I haven't got my order yet. I was supposed to get it yesterday but nothing came. It is very annoying. This will be my last time shopping with this company. Very disappointed.”

Posted 3 years ago

“What is the use of asking what went wrong,when just like myself all the people on this review site have been ignored when emailing you with complaints Is your customer service policy ignore them they will go away? Like other comments I will certainly not shop at Matalan again as you certainly don’t care about your customers”

Posted 3 years ago

“Matalans click and collect service is appalling as is there customer Telephone service I placed an order and was given the 2nd of October as the on or before date the item never arrived. the 3rd of October I rang to cancel and was told I couldn’t this is ridiculous they then advise me the new date had been set of the 9th of October to receive it by they should’ve contacted me if they were changing the date of an order customer service is terrible As it’s the waiting time and once I got through and spoke to somebody who could barely speak English I asked for a manager and was put back in a queue for another 10 to 15 minutes And to be told I have to wait 10 days now for my money back it’s appalling I will never shop with Matalan again”

Posted 3 years ago

“I have worked for matalan for 15 years. Worked in the Wigan store before I got sacked for having a mental health issues. The staff never get trained in anything because the managers can't be bothered to help them. I can't say this for all matalan stores but in the Wigan store the managers treat the staff badley. They wouldn't sack anyone who was off with a broken leg but they can sack people with mental health issues its discrimination and bang out of order. I hope no one will ever shop in that place after this goes out.”

Posted 3 years ago

“Still awaiting order from August, no replies from emails, no nothing, taken my money and nothing to show, disgusting behaviour.”

Posted 3 years ago

“Very poor delivery to store, ordered items for my daughters holiday and was given Friday as latest delivery date, i have just rung today (Saturday) and still no order "it could be Monday, there has been a delay" i was told. Fat lot of use when she goes on Sunday. I won't bother with Matalan again everywhere else seems to be able to deliver on time.”

Posted 3 years ago

“Sort your customer service out Matalan. Could not find staff on shop floor. Could not get served by a human as i was paying by card. After spending ages in a store shopping, the last thing i want to do is serve myself. Ridiculous money saving joke. The serving area is extremely compact and not in line with 2m rule for sure. Wont be back.”

Posted 3 years ago

“The attitude of this store is shocking and right out of handbook of a authoritarian state. They can refuse to let you in store without not just giving a reason but without actually saying you banned from this store So basically staff have freedom to not let someone in for entirely no reason and without even admitting customer has done anything wrong.This is a charter for staff to literally be able to refuse entry to anyone whose face they don't like or race.”

Posted 3 years ago

“This is a copy of the review O sent to Matalan following my recent purchase from them It was deemed not printable as it did not meet the guidlines "The product itself is great value for money and well made. The service however was not so good. I ordered 2 pairs of these and knowing someone would be at home the next day I paid for next day delivery. The order was placed at 11.30 in the morning and I received an email at 02.00 hours the following day saying they had been dispatched. This meant they did not arrive on time and there was nobody at home to accept delivery. There was no explanation or appology from Matalan. as I said happy with the product but not the service" Can anyone tell me why please. Ifthey only want positive reviews then try offering a positive service. Dont offer and charge for a next day delivery if you can't provide it. PLease do not blame Covid 19 as I ordered from 4 companies on the same day all offering next day delivery. 3 managed it 2 of them using the same courier that Matalan do”

Posted 3 years ago

“What has happened to matalan have been to 3 different ones over the last few weeks and each time there has been 2 tills on, it has taken that long to go through tills I don't think I will bother shopping there again. I passed my items over but there was no where for the chap to put the things once he had scanned them. Two of the shops were great but the merryhill store looked untidy and scruffy. Come on matalan get your tills sorted or you will loose customers”

Posted 3 years ago

“How did Matalan on average 4.5 star ratings. They are an absolute disgrace and even whenyou write to their CEO you do not get a response which is not only arrogant but unprofessional. I ordered 2 pairs of slippers on the same day. One arrived at the Hollingbury store the other is somewhere in the system. They said they would keep the first pair until the second pair arrived but today was given a refund for the first pair and goodness knows where the second pair are. They are an absolute disgrace and should not be allowed to carry on in business because they treat their customer with such contempt, the very customers who are keeping the staff in jobs. Shameful”

Posted 3 years ago

“Wow can’t believe the last reviewer took the words out of my mouth. I have experienced the same no refund just IOU card. Would of thought due to the current climate and no use of the fitting rooms allowances would be made in regard to company policy not only would it show good faith it would encourage shoppers rather than discourage. Really do not feel confident shopping in store at this time with lots of companies going into liquidation where would that leave little old me and my IOU .”

Posted 3 years ago

“I haven’t been shopping for clothes since the Covid virus started.. I am a regular shopper at Matalan and so are my friends and family. My daughter and I decided last week to take advantage of the sales after being advertised on my e-mail and on tv. I was well aware we couldn’t try things on due to Covid. We thought never mind we could try them on at home and if they didn’t fit would allow refund with receipt as it’s not our fault we can’t try we was wrong. We kept some items not on sale and some that was. We returned to the shop with returned item that did not fit to be told we couldn’t have a refund on sale items only a exchange or gift card as this was their returns policy. If we could have tried these items on we wouldn’t have paid for them.i respect we can’t do that but surely this policy is for items you have the choice to try on so you can exchange or choose not to buy. If I would have purchased them online they would have had to refund. This has put myself friends and family off buying sale items at Matalan in fact probably going at all. I see this as forcing customers to purchase other products they don’t want and if I had of exchanged what if they did not fit also running back and forth to the shop to find a size that still might not fit correctly. Under these circumstances not being able to try on Matalan should have changed this rule. I certainly will be informing my work colleagues and further people I know as I am a key worker too and haven’t time to keep running back and forth.i hope this will help future customers also as some people no longer have a job and could not afford to have their money tied up on a Matalan card through no fault of their own.”

Posted 3 years ago

“Shopping in Matalan at Lancaster, no toilets open, they want the business but not prepared to look after their customers, the place has been open for weeks!”

Posted 3 years ago

“Ordered items beginning 12th june ,received 22nd June ,returned most of them on 23rd June ,Matalan received them back on 25th June they where tracked and signed for ,there isn't anybody operating phones to take complaints ,they tell you to contact them by email ,I have sent 10 emails without any response ,and today it is 22nd July ,4 weeks after they recieved them and still no money back into my account ,not acceptable”

Posted 3 years ago

“You received my return on 16 June at 08:49 I have emailed you 4 times and received a one reply Where you asked for my order details and proof of posting, both given. I have not heard anymore from you after repeated emails to you It is now the 21July and still no refund The next step is to get a chargeback on the credit card I used or take you to the small claims court.”

Posted 3 years ago

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Matalan is rated 3.6 based on 1,858 reviews