“The shower tray arrived eventually after a bit of worry because of lack of communication about dispatch - I had to hold on for 25 minutes to get through on telephone which is not good. It looks fine - haven't got it fitted yet”
Hi Judith,
Thank you for taking the time to leave a detailed and constructive review for us. Communication is something we are constantly striving to improve and we have a number of initiatives currently being rolled out to help customers get a better understanding of our order management process.
Yesterday we launched a more informative email and SMS delivery notification system to try and tackle this exact problem and we are currently training more UK based telephone operatives in order to reduce call wait time.
We are so pleased that you like the price and quality of your products and hope to be able to welcome you back as a customer again soon.
Kind regards,
Sophie - Customer Services Manager
“Excellent products, you receive exactly what is advertised. Great web site pictures, and measurements. Delivery service excellent. We saved £350 compared to our original quote. Web site very trustworthy amazing.”
“The goods were as ordered and delivered in good condition. Only comment would be that I had no notification of delivery date. I was on my way out when delivered.”
Hi Kevin,
Thanks for the feedback. I'm glad you're happy with your products and the service overall.
We have been made aware of some of our couriers not sending tracking updates, so we have now taken this out of their hands and built our own systems.
As of this morning we have launched our own tracking services and all orders placed after 7am this morning are guaranteed to received both an SMS and email.
I appreciate this doesn't help you directly, but we are listening and responding to our customers as quickly as we can.
Thanks again,
Jake
“Great service and good prices. Goods arrived within 48 hours of ordering. Kept me well informed of delivery progress including a one hour time slot. Taps not fitted yet but they look great and just as I imagined. Overall a great experience I would definitely recommend and will use again”
“ordered a back to wall WC but when it arrived it was completely smashed. Contacted Matalan direct immediately and was phoned back by Sophie who sorted it all out and I got a replacement as soon as it could be delivered. I think when dealing with a company on the internet, its the ability to sort out a problem that shows how good they are. I can recommend Matalan Direct”
“Ordered and delivered within 3 working days - excellent service - more expensive than other online suppliers nut certainly more efficient and reliable.”
“I recently placed an order on line, replacing everything in my bathroom, all via the website, I made the most of the offers while the sale was on, website very easy to use, if I had any further questions I was able to email them and had a very quick response to my questions, after placing the order all my products were delivered within 48 hrs, I was fully satisfied with everything and all products were of a very high standard, no problems what so ever.”
“I needed some advice before making my selection, it was great to get a knowledgeable person on the phone who took great trouble to guide me through the options and help me choose the best option for my situation, many thanks.”
“Great service, web-site easy to use and finding the item we needed was straightforward. Delivery date was quick and item arrived on time. Would highly recommend.”
“Was very happy with my purchase and also the delivery duration of 48hrs from ordering. The purchase was also delivered on time withing the time-frame provided. The purchase price was the lowest among many of the so called big companies. Thank you.”
“We bought a small bathroom cabinet. Finish - good. Final installation instructions i.e. handle fitting minimal and for a non-practical person such as myself not adequate.”
