Name: Matalan
Rating: 3.59

“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”

Helpful Report

Posted 4 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”

Helpful Report

Posted 4 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 .”

Helpful Report

Posted 4 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.”

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Posted 4 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!”

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Posted 4 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”

Helpful Report

Posted 4 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.”

Helpful Report

Posted 4 years ago

“Don't even deserve a 0 star. Items were not delivered to me but returned back without me requesting. Matalan has only sent email confirming refund for some of the items but the rest are missing. Contacted Hermes & was told that parcel has been sent back to the store. I have been sending emails continously with no response and calling but customer service is not available through the phone. This is unacceptable. At least respond back providing reasons as to why this is happening instead of responding back how due to COVID-19, it will take longer. Everyone is going through it and they do find the time even a minute to respond to customers instead of ignoring. Absolutely useless. DON'T WASTE TIME ON MATALAN.”

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Posted 4 years ago

“Don't even deserve a 0 star. Items were not delivered to me but returned back without me requesting. Matalan has only sent email confirming refund for some of the items but the rest are missing. Contacted Hermes & was told that parcel has been sent back to the store. I have been sending emails continously with no response and calling but customer service is not available through the phone. This is unacceptable. At least respond back providing reasons as to why this is happening instead of responding back how due to COVID-19, it will take longer. Everyone is going through it and they do find the time even a minute to respond to customers instead of ignoring. Absolutely useless. DON'T WASTE TIME ON MATALAN.”

Helpful Report

Posted 4 years ago

“I lost my money and time on the phone! Please don't return any item by post, if you did a purchase in store you can’t send them back by post (they don’t say anything like this on the website), you never will get your money back, after 2 emails and 3 phones calls, still can’t get a refund and they don’t know where’re the items even if I show them the packages was delivered on the 11 of June, the customer service is really bad, avoid this shop.”

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Posted 4 years ago

“If I could give zero stars I would!! I ordered five tops on 31st May,received them on 9th June kept one returned the other four on 1th June got proof of posting. Have still not received my refund of £40-50!! Sent two emails got automatic response, but no replyto either email.Tried phoning, got a recorded message then got cut off!! Your customer service is non exsistent, you take peoples money and go into hiding!! I will be taking this further if I don't get a response from you in the next 24 hours.”

Helpful Report

Posted 4 years ago

“I have sent items back on June 5th but had no response from matalan. I emailed and got an automated message, waited still nothing. Sent another message and they replied "things are taking longer because of covid" 14 days is what it's supposed to take for a refund! You received items on 11th June and it's now 9th July, still NO refund of £36. I've been into store twice! I feel robbed of my money. You are not even taking phone calls now. I will go to trading standards next as it's not on 😠”

Helpful Report

Posted 4 years ago

“Waited one month for order to be processed. Now had e-mail saying they are out of stock of all of the items. No wonder really, if it's taken them this long to even process it. Will not use this store again.”

Helpful Report

Posted 4 years ago

“Order confirmed 4th June. Still not been processed and its the 30th June. Very poor service, even in these difficult times. Will not use this store on line again.”

Helpful Report

Posted 4 years ago

“Sent a faulty item back on 3rd June, it’s now 29th June and despite 5 unanswered emails STILL no refund !! Absolutely appalling customer service, I will NEVER use Matalan again. They do not care at all about their customers and should learn from John Lewis whose customer service is excellent.”

Helpful Report

Posted 4 years ago

“Made an order in the evening on line, for two pair of track suit bottoms, realised after ordering I had entered wrong size, sent an e mail to customer services next morning asking if they could amend my order size from small to medium (have yet to receive a reply). Decided to telephone their customer service after a 25 minute wait on the telephone finally got through, ask if I could amend my order, was told once ordered they can’t make changes even though my order has not been dispatched yet. What was so difficult about this request. Get you act together Matalan”

Helpful Report

Posted 4 years ago

“Awful experience with customer service a couple of times ! Sent me the wrong colour suitcase... website says they will refund postage if incorrect dispatch. Customer Service told me to keep the suitcase for 2 MONTHS until the stores reopen!!!? What?! So your return policy on the website is lying then? Terrible customer service... kept putting me on hold and repeating over and over I’ve to keep the suitcase for 2 MONTHS UNTIL and then return to the shop”

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Posted 5 years ago

“Customer service non existent , ordered some jeans online supposed to be slim fit but looked like a pair of flares. Phoned someone in the office to see if the 14 day return still applies as obviously the shops are closed and couldn't return there , so had to take to post office to send back in tome for a refund at a cost to me of £9.00 . I phoned customer service to see if i would be refunded fo postage as its not my fault I couldn't take back to shop to be told they don't regund postage if the iyems aren't damaged or wrongly sent . Certainly will notbe using this shop again and will warn other freinds and family not to either”

Helpful Report

Posted 5 years ago

“Unprofessional with no customer service or care. After endless trying to get sense from those clearly lacking some, I finally was advised someone would be contacting me. However sadly yet again they’d misunderstood what was required. So with that I went back to them. I commented that someone had remarked that if they didn’t respond they’d in fact go to the store and damage stock items. I advised that I wouldn’t myself do something like that. Now from that I’ve been told that as I’ve implied or made a threat as far as Matalan are concerned the previous horrific service by Matalan is no longer a matter they’ll look into. You couldn’t make this rubbish up. Just a dinosaur in the retail world, and as such I look forward to their extinction.”

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Posted 5 years ago

“Do not use. You do not get all what your ordered. Emailed them to say I didn’t didn’t received all my items and no response. Please do not use”

Helpful Report

Posted 5 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 33%
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