“Am still waiting for a refund from October 2020.!
Customer Service is non existent. Phone lines not accepting calls, automatic replies to emails, I even tried ‘snail mail’ to no avail.
Shopping in store has always been excellent with pleasant, helpful staff, I will never shop online with Matalan again, am expecting this to be the next shop to go bankrupt.
My advice is not to order from this company, you won’t see your goods or get a refund. Beware...”
“I've had a Matalan card for year's and l have never ever received anything, in regards to offer's or birthday vouchers, in which you claim !
What's the point in having it ?”
“I bought 2 pairs of essential joggers, took hem up both then discovered 1 leg wider, side seam running down the front, wore one pair for a couple of days but they look terrible, about to throw them in the bin. Not happy.”
“Ordered some items a couple of weeks ago, the package has just arrived. Two items that were in stock when we ordered them are missing and a black blouse has been replaced with a black jumper. Plus, the whole order was squashed into a bag that was far too small, like no care has been taken at all. We have ordered from Matalan many times (including during the pandemic) and have never experienced such shoddy service before . Reading through the other comments it sounds like they've replaced their warehouse staff with work experience kids who couldn't give a stuff. Will be shopping elsewhere in future.”
“I ordered (order no. 41459277) a denim shirt from Matalan in January.
Matalan sent me the WRONG shirt – totally different design and colour!
After considerable trouble trying to contact them via email, I returned the shirt to them at my own cost.
I asked for a refund of my return postage as it was MATALAN’s mistake that I was returning the shirt to them.
They have refunded the cost of the shirt to me BUT NOT the return postage.
They are ignoring my emails: no response whatsoever!
I advise everyone NOT to buy anything from Matalan: as far as I am concerned they are THIEVES!
Rubbish products and rubbish Customer Service.
You have been warned!”
“No customer service available only non-helpful recorded message. I received a totally wrong order.Three emails later no response. Too easy to blame covid, they have closed all stores surely they can provide a decent customer service.”
“Am still waiting for a refund from October 2020. Online customer service is nonexistent, all email complaints have received automated replies. See TrustPilot for numerous similar issues. Customers are certainly not valued.”
“If I could give a zero star I would I’ve ordered with matalan before and not had issues but this time after making a order containing clothes and crop tops for my daughter and myself over 2 weeks ago I’ve received nothing just emails to say they have dispatched the item but Hermes say they have not received it. There’s no customer service lines and lack of reply’s to emails I’ve yet to receive a refund or reply 🤬”
“Ordered some slippers. Never arrived. Then got an email from Matalan saying I had returned them. They only refunded 3/4 of what I paid as they charge postage on returns. Phone line suspended and emails not answere. So angry!”
“Order not arrived no tracking data available through Hermes. No customer service from Materlan. Going to claim via PayPal to get refunded.
Avoid there are more professional companies to deal with”
“Not very happy with matalan, every time I order it’s all in stock then get a email to say some of the things out of stock, If I knew that to start with wouldn’t have ordered just to get one item pay postage then if not wanted for whatever reason then you have to pay postage back, , Fed up with it so not ordering again although I like their clothes,,”
“Ordered and paid online for a product. Received an email 3 weeks later to confirm product has been dispatched to store and customer will be notified when it’s ready for click and collect. Emailed the customer service team to follow up on delivery status. Was informed that the store did not received the product and a refund would be made.
Just to be clear - I’m more disappointed with the LACK OF COMMUNICATION by keeping me waiting in the dark. This will be my first and last time shopping online and in-store with Matalan.”
“Ordered a sweater and completed an incorrect address by mistake. Called the customer service number - closed due to Covid )which after 10 months is totally unacceptable - if you’re taking money you can provide the service!). Sent an email to receive a reply ‘sorry due to system limitations this cannot be changed once ordered’ - beggars belief. Next retailer to go bust watch Thai space!”
“DO NOT PLACE An ORDER
They take your order say it’s been dispatched, even give a tracking number ? Yet the delivery company say they are still waiting it . They don’t have phone lines on , you can only email them , which they do not reply . Be aware you will loose you money as no one to contact”
“Ordered a coat 3rd January for click and collect then got told they would deliver as shop was closed recieved email 10th January to say order on the way well it's now 24th January still no coat!!!! They fob you off with emails saying its on it's way worst service ever”
“Am waiting for a refund from 31.10.20! Customer Service is non existent. Only automated replies received to email complaints even on TrustPilot! Even tried a handwritten letter. Am a disappointed and poorer ex customer.
Beware...”
“I ordered one pyjamas for my husband and pyjamas (four) of the star print raglan pyjamas large size.
Today my husband pyjamas arrived but my nieces birthday gifts had not arrived. In with my husband pyjamas was a silly note to say out of stock. How could it be out of stock? When shopping online if something is out of stock it usually tell the shopper out of stock so how did it let purchase the items. I have just checked online and the pyjamas in question ARE NOT OUT OF STOCK, only the x large size are out of stock. Somebody either did not know what they were doing or was just lazy to complete my order. If you are thinking of buying gifts online, then think twice because they might do to you what they done to me. I will not be wasting my time shopping with them again. I prefer to spend a little more on a good company like Asda who would never dream of behaving like this or M&S.”
“Placed click and collect order on 28/12/20. Received email to collect order then 2 days later another email to say order being posted. Since then 5 alternate conflicting emails, no telephone assistance available despite saying call CS. Now email saying i have to wait 10 days for refund. Chaotic service, will never shop at Matalan again.”
