Matalan Reviews

Name: Matalan
Rating: 3.58

3.6 Rating 1,892 Reviews

64 %

of reviewers recommend Matalan

3.6

Based on 1,892 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 28%
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

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Terrible customer service at slough store. 1 person on cash till another member of staff standing doing nothing but would not help on till. She was obviously very important person. Customers complaining but just told by important person not to be rude. Slough has lost a lot of customers and this attitude of staff is why.”

Helpful Report

Posted 3 years ago

“Actually paid for a next day delivery and received it as a standard delivery, nobody getting in touch with me even so sent them an email about 🫤”

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Posted 3 years ago

“Visited Basildon store today to collect an item ordered, huge queue and only one person serving. The area behind the tills was a disgrace and looked like a jumble sale with parcels, clothing etc just thrown in heaps. When I asked where the manager was it fell on deaf ears. Someone needs to sort the staffing out and the general area behind the tills. Some customers abandoned their purchases and walked out.”

Helpful Report

Posted 3 years ago

“Very, very disappointed with Click & Collect service. Placed an order on 26th July, received an email informing me that items had been despatched and they would be in store for collection between 29-31 July. Tried to cancel order and be refunded on 3rd August and received an email that I couldn't cancel because it was being prepared to be despatched, having previously been told it HAD been despatched. Today, 4th August, still not arrived in collection store.”

Helpful Report

Posted 3 years ago

“Returned an item 3rd July 2022 still waiting for my refund!!!”

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Posted 3 years ago

“Been waiting for a delivery for 18 days to be told its lost in transit now have to wait 14 days for refund, customer services are very rude (shouted at me on the phone) and instore are just as rude”

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Posted 3 years ago

“Made an order 15 days ago online for next day delivery still waiting customer service is bad not helpful at all keep telling me that they will get in touch with courier”

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Posted 3 years ago

“Rude, aggressive and confrontational manager at Wellingborough store. I will not be going back in there.”

Helpful Report

Posted 3 years ago

“Management skills seriously need looking at....rude staff talking about other members of staff and passing comments about customers....I don't go into a shop to get insulted and made fun off.”

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Posted 3 years ago

“Didn't receive my item ordered online. Customer service ignore emails,total shambolic won't be ordering again”

Helpful Report

Posted 3 years ago

“Something gone seriously wrong with Matalan service. Ordered jumper for home delivery which was 'lost in transit'. Hassle of getting refund as wasnt even given option of replacement but was still in stock so reordered for in store collection. Got email to say to collect. Went to disorganised store and waited ages while looking to be told it was 'lost'. At this time frustrated and asked to speak to manager. Clearly disinterested when came and told nothing she could do. No apology, help to find where missing or to contact anyone. Left really upset and frustrated. Rang customer services to be told no complaints department but manager would ring back in hour. They didnt. I rang back and to be fair man was apologetic and said very poor service and would feedback. Appears item is not in stock and wasn't lost in transit! God knows why they send these messages then and i was asked to collect non existant item. Another refund. To cap it all just checked again and website saying in stock. What on earth is going on, sort yourselves out!! Won't be returning any time soon.”

Helpful Report

Posted 3 years ago

“I wish I could give 0 stars to this company. I ordered 3 items on an order, of which 2 were dispatched and 1 was cancelled stating that the item is out of stock. I could clearly see online that it wasn’t out of stock, and was able to place an order to get the one item which was apparently out of stock. The 2 items on the first order were dispatched, only for the courier to receive it and send it back to the Matalan rather than delivering it to my doorstep. Matalan then turn around and state that they will refund and can’t send the item back. Didn’t make any effort to help the customer in this instance. So good at disappointing customers. If you have time, money and patience then feel free to buy from this useless company. Don’t even understand how this company can survive…”

Helpful Report

Posted 3 years ago

“Bad customer service. Wrong items sent out. Wrong items shown online when ordering. Wrong product code list could go on”

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Posted 3 years ago

“Today, I was subjected to rude treatment by Matlan employee at 17h she was substandard.😡😡😡”

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Posted 3 years ago

“Ordered some baby clothes using a refund card from Christmas gifts that were too small and also my own money. Vests arrived burst out of packet and with one missing. They insisted on only refunding the refund card even though I no longer had it, told me that was my problem because I was “told the terms and conditions when I bought the gift card” I didn’t buy it, I was told nothing of the kind and why not just refund me the part I paid with cash?? Months of emails. Given up. Absolutely garbage customer service.”

Helpful Report

Posted 3 years ago

“Ordered t shirts 4 days ago went into the Romford store. Was told it was not wven dispatched. Customer service very poor coyld not even be less disinterested if she tried. Matalan you have lost another Customer”

Helpful Report

Posted 3 years ago

“Paid approximately £5.00 for next day delivery but they never delivered shocking they can get away with this”

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Posted 3 years ago

“Went to luton store, poor customer service, lazy staff, went to ask to check a price, staff couldn’t be bothered to check the price, told me to go to counter and checked, too lazy,”

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Posted 3 years ago

“ORDER NUMBER 50433769 - I RETURNED MY GOOD TO THE MATALAN STORE ON SUNDAY 10TH APRIL. I WAS TOLD I WOULD RECEIVE A CONFIRMATION E-MAIL FOLLOWED BY A REFUND. I HAVE RECEIVED NEITHER AND WOULD APPRECIATE IF MY REFUND COULD BE PROCESSED WITH IMMEDIAT EFFECT.”

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Posted 3 years ago

“Only 1 till open and 4 people queuing, which took forever because the person being served had a query. The person trying to get customers to use the self-service tills would have been more useful behind a till, but she just stood there aimlessly. Several staff were milling about behind the tills but made no attempt to open another one. I don’t shop there very often and will be reluctant to again. Matalan obviously has no regard for their customers and think we have all the time in the world. Abysmal customer service. In fact NONE.”

Helpful Report

Posted 3 years ago

Matalan is rated 3.6 based on 1,892 reviews