“I was not very impressed at all it took 3 e mails 2 phone calls to get my item returned. Was told I would receive returns note l'st class post ready for pick up on the Monday cos hadn't got printer so on Sunday b4 pickup had to go my sons for him to do it then hv had to pay £9 return, so don't bother.”
“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.”
“The chairs was beautiful and classy!but i dont know if the material will last or a chair could carry a heavy person. But over all im satisfied with it.”
“Delivery was excellent, they sent you a link and you could follow the driver which meant no waiting around for hours. The rug is great, its high quality and just finishes off the room nicely.”
“I ordered a small rug from Matalan for my hall & I am extremely pleased with it. It is quite thick & the perfect size.
Before ordering I was thinking if I don't like it I can return it, but I am definitely keeping it.”
“Delivery very poor, only use if you want a surprise rude early morning wake up call.
When the rug was first delivered it was before 7.00 am, notice of delivery time not given. Upon inspection of rug there were a number of hard black marks along the stripes.
Really not impressed being woken up at 6.36 this morning for the collection of the faulty rug, I have two school aged children whose sleep was disturbed. No notice was given by yourselves, even though I have asked on numerous occasions for a date for the collection of the faulty rug. I am extremely close to cancelling the order of the replacement and asking for a full refund due to the poor delivery service. I trust I will not get an early wake up call for this final delivery.”
Hello Sarah,
Thank you for your feedback, It is unfortunate to hear that you were contacted this early morning in regards to receiving your parcel. Our courier service aims to contact people between the hours of 9-5 and this occasion which i can only assume was an isolated incident.My apologies for this however and we have passed this information on to our couriers to ensure that this does not happen again.We value all of our customers, we appreciate the feedback and we will do our utmost to ensure you have a better experience next time you shop with us.
Kind Regards
Tyrone
“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.”
Good Afternoon Carol,
Firstly I'm sorry to hear of your dissatisfaction. In terms of the delivery timescales, having looked into your order I can see that your delivery was made within the advised typical delivery timescales of 4-7 days. We try to be as transparent as possible with delivery timescales to ensure we meet our customers expectations.
Likewise with the sizes and specifications of the items themselves which are clearly advertised on our listings.
We understand that on occasion our customers may not be satisfied with our products and have a 14 day returns policy in place for this reason.
I hope that this explanation has alleviated your concerns, however if you have any further questions i would be happy to give you a call or alternative call us on 0333 344 3177.
Kind Regards
Tyrone
“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
“Very pleased with the doormats that I ordered exactly what I wanted and nice patterns.Delivery was a bit slow,but package was left exactly where I asked it to be as I was out.”
Hello Elizabeth
Thank you for you feedback, its great to see that you were overall impressed with our service.
In regards to the delivery timescales we do typically advise 4-7 working days for delivery on the products which you ordered, sometimes unfortunately it does take up until the 7th day which seems to be the case on your order.
As we progress and grow as a business our aim is to reduce this timescale and eventually provide a next day service, so feedback such as this is always appreciated. Thank you for your comments and i hope you enjoy your purchase!
Kind regards
Tyrone
Hello Amanda
It's unfortunate to hear about your dissatisfaction regarding your ordering process.
On this occasion due to the delivery address being a commercial address, our courier service did indeed encounter issue whilst trying to deliver you parcel.
This has unfortunately lead to a delay in you receiving your parcel.I can only apologise that this has occurred and we will of course try to ensure that incidents such as this do not happen in future.
We understand that on occasion our customers would like to return items as it is not to their taste, this is why we have in place our 14 day returns policy.
Kind Regards
Tyrone
