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
“Ordered a new unit 3 weeks ago and still not arrived but the money been taken from my account, phoned 3 times and been informed that they don't know we're it is ! But they will track it down and phone me back , still waiting for that call , 3 times they promised to get back to me but never bothered , what a disgrace , don't ever buy online off this 2 bit outfit.”
Hello Hayley,
Firstly i would like to apologise regarding the fact that you have still not received your product.
Having looked into your account it seems as delivery issues arose from the address being a commercial property and they were unable to successfully deliver this the first time. I have attempted to call you and left a voicemail in order for us to get this situation resolved for you. We value all of our customers so we will of course do our best to ensure that this is gets sorted as soon as possible.
Kind Regards
Tyrone
Hello Julie
Thank you for your feedback,
It is unfortunate to hear that the rug you ordered is not an ideal, it is for situations such as these why we have our 14 day returns policy.
If the product is simply not to your taste or doesn't go with the decor or of your room we would be happy to get a collection booked for you and get you a new,more suitable one sent out. Simply send an email to Hello@matalandirect.com or give us a call on 0333 344 3177 and we would be happy to get this done for you if this situation arises in future.
Kind Regards
Tyrone
“Brilliant value for money, but the delivery lets them down. I waited over 2weeks for my rug to be delivered, which I believe to be way to long. On the plus side though, the delivery guy's were brilliant.”
“The parcel arrived as promised. The quality of the Rug is really very good, I thought the Rug would have been compromised because of the price but I wasn't disappointed! I would certainly buy from Matalan again!”
“What can I say the goods were exactly what I wanted the service was good please keep up this service and I will certainly have no reservations in ordering again in the future”
“Hi,
Recently I purchased some items form the burton store, however I did struggle to find a few things. Now we get to why I'm writing this review. A member of staff called Natalie, the young girl with dark hair and very nice eyebrows, went out of her way to help me find what I was looking for, 5/5 stars for her and she should be congratulated on her hard work! :-)
Many thanks,
Sheila”
“The toilet seat wasnt the same as the picture online, but was still of good quality for the money i paid. Fast delivery but poor communication when contacted, they replied 3days later.”
