“Easy to order but very disappointed in delivery service. When you pay £16.99 for delivery on an agreed pre arranged day would expect more than "we only have a van in your area on Mondays". Had to delay delivery until I could arrange time off from work. Now I know this I am unlikely to order anything big that cannot be collected in store. The delivery guys were very helpful and took the box upstairs for me.”
“I ordered a number of items amounting to £100 - 3 weeks ago - with next day delivery. The order never arrived.
I complained after about a week of waiting and was told they would 'investigate' what happened. After a further week of no contact, I got in touch with them again and they said they were waiting for a response from the courier to help with their 'investigation'. At this point - they gave me a refund for the delivery fee of £5 but not the purchase amount of c£100. So in essence, they accept that the delivery was faulty and refunded its fee but have not provided a refund for the products themselves (which they clearly now know never arrived!). We're now in week 3 and I complained some more .. they told me they have now 'ESCALATED TO A PHONE CALL' with the courier - which is frankly just offensive!
I am APPALLED at the utter disregard MATALAN has for their customers and have essentially been ROBBED.
DO NOT BUY FROM THIS TERRIBLE COMPANY!! You will regret it.”
“Having phone call before arriving is very useful giving u time 2 be prepared (pets etc out of way).Only downside was delivery person not giving information etc having 2 ask about Un packing, if damaged does all packing need 2 b returned 2. Apart from that all went smoothly as had 3 pieces of furniture 2 b delivered.”
“I ordered 2 bedside cabinets from Matalan Direct, when they arrived one of them was very damaged and the drawers wouldn't close. It is a very sturdy product so must have been dropped quite heavily to be damaged this badly. Customer Services were very helpful and arranged for a replacement product to be sent and told us to dispose of the damaged unit. Very happy with the product, delivery times could be a bit quicker though. Would definitely use again.”
“the delivery was excellent because I had to change the date and all went well. Am very pleased with the light I purchased and easy to put together the only thing didn't like was the the item was reduced a week later by 20% if I'd only waited!!.”
“i have not have the delivery yet but i had a text to say it is due on monday. which is quicker than i expected. i would have liked a email or text to say order was recieved asi had to phoned to check.”
“More than pleased I found your website very easy and straight forward which is always a good, many other sites I tried they were very confusing, sometimes simple is best, some websites try too hard and make it more difficult.”
“1. We weren't called about delivery despite paying extra to be given a 3 hour window. Just a call when the delivery was outside.
2. The delivery turned up and there was a chip in the bed
3. There was a chest of drawers missing from the order, to which we rang to be quoted that we would receive our bed side table in January.... we already had 2 delivered
4. We have rang 3 times due to the mix up and not hearing back, mainly because of the bad reviews I have since read
5. I have tweeted and received a pretty rude reply
All in all, for £700 I would not recommend shopping here due to the service. Happy to take your money but when things are wrong very slow.”
Hello Kathryn, Thank you for your message. I am glad that we have managed to resolve this issue for you. As discussed, I can confirm that your replacement footboard will be delivered to you on Wednesday and the Chester Drawers will be delivered on Thursday. My apologies regarding any inconvenience which this may have caused. I hope this does no deter you from shopping with us in future. Kind Regards
Tyrone
