“Very disappointed by spending over £335 to be charged £16.99 for a two man delivery when it (towel rail) was delivered by one man with ease. I should have been given free delivery on a lite item.”
Hi Nicola,
Thank you for your feedback.
I’m extremely sorry to hear that you’re not happy with the product. We aim to offer great quality products at affordable prices.
We strongly encourage our customers to get in touch with us if they are anything less than delighted with our products as per our 90 days returns policy. We are more than happy to discuss alternative options with you to resolve this.
Please get in touch with us if you’d like to discuss this further.
Kind regards,
Alice
“It was delivered on the correct day and the driver was very polite and efficient. We were so pleased to find the shower head on your web site as we were finding it very difficult to locate. Service was very good and would strongly recommend this web site to anyone”
“Matalan Direct or Earth Bathrooms as they appear to be called have got to be one of the worst companies I have ever dealt with. Ordered a disabled toilet package doc m pack. Expected delivery within a few days especially as it had been dispatched and stated delivery in 1-2 working days, here we are almost 2 weeks on and still no delivery. Apparently they don't have any delivery drivers in Scotland and can't have it here until 24th of August only 18days after ordering! Order has been cancelled and have a replacement arriving tomorrow!”
Hi Emma
We aim to despatch orders from our warehouse within 1-2 working days and deliver between 3-5 working days.
I can’t apologise enough for the length of time you have been waiting. We did everything we could to get your order to you as soon as possible. The delay is due to availability of drivers in your area and we are looking into this to improve our service.
Further to our telephone conversation I've cancelled your order and issued your refund which will clear in your account in due course.
Once again we’re truly sorry for the inconvenience caused by this delay and thank you for your patience.
If there is anything else we can do for you please let us know.
Many thanks
John
“Bought a toilet, which was sent to us in a box, but without the cistern. Called the customer care team to discover the cistern isn't being re-stocked for 25 days. No idea why one was sent without the other.”
Hi James,
Thank you for your feedback.
I’m so sorry that you’ve had this experience with us. Any item which is out of stock should not be displayed on our website and we removed this product from sale as soon as we became aware of the issue yesterday.
We have contacted you today in an attempt to get this issue resolved as quickly as possible with an alternative product. As you requested, we will contact you on Thursday morning to discuss this further.
Please don’t hesitate to get in touch with us if you’re available to discuss this at a sooner date.
Kind regards,
Alice
“Arrived later than scheduled meaning I had to rearrange my work schedule.
Arrived assembled..good but then the back cover was broken off so back there was a gaping hole.
Not what I expected.”
Hi Kenneth
We aim to despatch our orders from our warehouse within 48hrs and deliver within 3-5 working days. I can see your order was placed on a Sunday and delivered on the following Thursday morning.
We’re really sorry to hear your cabinet arrived damaged. If you send us a photo of the damage we can arrange a replacement and collection of the item free of charge as per our returns policy.
If you would like to do this please send a photo with your order number to hello@matalandirect.com or call our customer service team who will be more than happy to resolve this issue for you.
Once again we’re truly sorry for any inconvenience this may have caused and if there is anything else we can do for you please let us know.
Kind regards
John
Hi Penelope,
Thank you for your kind words about the quality of our products. It’s always great to hear that a customer has had a pleasant experience with us.
Please keep an eye on our website as we’re launching new product ranges very soon!
If there’s anything that we can do for you in future, please don’t hesitate to get in touch with us, we’re happy to help.
We look forward to welcoming you back as a customer in future!
Kind regards,
Alice
“Phoned to cancel my order and was told this would be dealt with and payment refunded. Next day received email to say order had been dispatched. Phoned Matalan and was told just to refuse delivery when it arrived. First delivery attempt courier went to wrong house, next delivery attempt I refused item as instructed then received email saying sorry we missed you your item is at local store to be collected. 10 days later still waiting for my refund that was promised!”
Hi Jenny
Thank you for your feedback. I have looked into this for you. We aim to despatch all orders within 48hrs of the order being place. When you contacted us to cancel your order had already been despatched from our warehouse.
I'm really sorry that this hasn’t turned out as simple as refusing the delivery.
Our couriers have advised us they received a request to deliver on an alternative day and then a subsequent request to take the delivery to your local DPD collection point.
I have left you voicemail. Please contact our customer service team to advise how you would like to proceed.
If you require a refund we can process this for you as soon as possible.
Once again I’m sorry for any inconvenience caused and thank you for your patience.
Kind regards
John
“We ordered a bathroom furniture pack at the best price around on Sunday. Despite it being so bulky and relatively expensive, we received a call on the Monday to book in delivery on the Tuesday. The delivery arrived on time and the items were in perfect condition.
We did consider other companies to buy from, but the excellent returns policy and keen prices meant we wouldn't buy elsewhere.
We are undergoing a house renovation and this is the first of 4 bathrooms to be updated, and we will definitely be back to Matalan Direct.”
“Dealt with my queries and concerns on the phone and nominated the correct product. Very greatfull. Quick and speedy delivery in excellent condition with no parts missing.”
“Excellent service throughout. Delivery was prompt and efficient. Very pleased with the bathroom unit which I ordered and the fact that it was already assembled was a big bonus. Looked exactly as it was shown on the net and good price too.”
“Hi
We're very pleased with our purchase from Matalan Direct. The goods arrived within a few days and no hassles.
Goods as discribed and looks great in our bathroom .
We'd recommended Matalan Direct to any one renovating their home.
Good value and prompt service.
Rob & Becky”
“I found it really easy to order from Matalan direct, with the equally fantastic prices! Plus the delivery was amazingly quick, I would definitely recommend and will definitely return!”
