Matalan Reviews

Name: Matalan
Rating: 3.59

3.6 Rating 1,877 Reviews

65 %

of reviewers recommend Matalan

3.6

Based on 1,877 reviews

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

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Anonymous

Anonymous // 01/01/2019

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

“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 2 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 2 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 2 years ago

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

Helpful Report

Posted 2 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 2 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 2 years ago

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

Helpful Report

Posted 2 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,”

Helpful Report

Posted 2 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.”

Helpful Report

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

Helpful Report

Posted 3 years ago

“Extremely poor customer service. Matalan does not like giving refunds, even when their items are faulty and not fit for use. Staff use intimidating and passive aggressive methods to make you feel awful for returning am item. I advice everyone to get knowledgeable on customers rights before dealing with them.”

Helpful Report

Posted 3 years ago

“1 star really is too much for such a pathetic service..... I dare customer service to contact me and ask me for my reasons...... You really are abysmal. You have wasted far too much of my time on this matter..... I'd rather dig my eyes out with a red hot poker than order anything from you again! Order number 50663857 Ref MAT15789376X”

Helpful Report

Posted 3 years ago

“Unfortunately the shoe sizing is incorrect on your website. The size guide says a ladies shoe 8 is a 42. I am definitely a 42 with shoes. Ordered online a pair of sandals size 8 and they were a 41 so knew straight away they wouldn't fit. Very disappointed”

Helpful Report

Posted 3 years ago

“Ordered 2 tops online. Luckily had photos of order and payment details. Should have checked them instore. Both incorrect. I returned them to store and they had real trouble refunding as the details on the invoice was wrong. A long queue materialised behind me and I felt really sorry for the staff. Apparently this scenario is not unusual. I live quite a way from the store so won’t be ordering online again.”

Helpful Report

Posted 3 years ago

“Ordered 2 items using a discount code. I thought I had got a real good deal. After a while I was told that the items are out of stock. However, I checked their site and I could still order them. Of course my discount can’t be used again?? It was a one off?? It disappeared! I feel the company doesn’t want to sell me the items cheaper. I was going up collect in store, I also checked another item and no click and collect available so was going to be charged £10.00 delivery for all items, including the 2 seat garden bench cover is far too steep!! They really need to look at their delivery charges. Other company’s charge £3.50 for standard delivery, compared to £10.00 that is way to expensive. Going into the store is a good experience but on-line shopping is very very disappointing.”

Helpful Report

Posted 3 years ago

“I received my online order & one of the items was not what I ordered. Went to my nearest Matalan Store was told they could not accept the return as they had not got the item I wanted in store . I’m now expected to pay to return the item when it was Matalan’s fault . Lesson learnt don’t make purchases online & pay to have them delivered .”

Helpful Report

Posted 3 years ago

“Returns process, find it annoying that you have to pay delivery and then again to return. Spent nearly £8 on a £25 blouse that I didn't keep. Yes you can return to the store for free but that is also costly if no local store. Won't be buying on line from Matalan in future.”

Helpful Report

Posted 3 years ago

“Matalan Bromborough also gone self-service. One young man on guard, lots of old duffers like me trying to scan several garments on an over-sensitive scanner which kept posting things twice. Then you have to remove tags, hangers( no, I don’t want your plastic detritus thank you) and disentangle garments, necessitating further assistance from someone who is with no trace of irony probably a ‘customer service’ person. Why don’t you just give us a few lengths of material, a sewing machine and a pattern, and we can knock up the stuff ourselves, saving you the bother of having to go through all that tiresome mucking about with ordering and importing? Then, once we’ve sold the finished articles to ourselves, we can lock up on the way out.”

Helpful Report

Posted 3 years ago

“Terrible service. I was told that if paying by card it’s self service only. There was no one else queuing or being served and at one point 3 members of staff stood behind the tills doing very little. Mensheviks I struggled to get multiple security tags off the clothes I had bought and then to top it off there were no carrier bags available. I won’t be returning.”

Helpful Report

Posted 3 years ago

Matalan is rated 3.6 based on 1,877 reviews