“Customers service is a total disgrace - I honestly would write a review but in this instance I will - Having brought a product from the website, i was happy that this product was available, so I ordered 2. On receiving the product, one was damaged. I called, and explained that this is not acceptable. I had to send in a picture of the damaged product on the very same week. After 3 weeks NO ONE CONTACTED ME. what a disgrace. I am and still with the same damaged product. Eventually on the 4th week, i called again only to be told that there is a charge for the product to be picked up disgusting.
I WILL NOT BE PLACING ANY FUTURE ORDER, AND I WILL INFORM OTHER NOT TO SHOP THERE ALSO - What a disgusting company policy”
“On Friday 4the November 2016 I ordered an item online (order number 13366771 ) to click and collect.
It stated that click and collect takes 3-5 working days so I expected it to arrive around Friday 11th November. It didn't .
I recieved an email on Sunday 13th November to say it's been despatched..expected delivery Monday 14th between 8:00-18:00. I didn't recieved a text so I called into matalan the following Thursday 17th november to find out where it was and all they could say is its in transit. Still no sign of my parcel.
This service is absolutely ridiculous . My payment has been taken but matalan have not completed the order .
I contacted customer services twice with no reply. Rang today was on hold for 20 minutes with no one answering the phone costing me £3.
Please can you look into this and contact me asap with an explanation of where my item is and when I will receive it or just refund my money!
Thanks Sue McNamara.”
Good evening, thank you for your feedback. As your feedback relates to either a purchase made in a Matalan store or via Matalan.co.uk I've passed your feedback and contact details onto their dedicated customer service team. Matalan Direct are the furnishing division of Matalan, we provide the larger home furnishing products we're unable to display in store and have a separate customer service department. Rest assured this issue has now been passed on to the relevant department who will act upon it accordingly. Kind regards Karl
“I put a order through on a Saturday and paid for next day delivery but still haven't arrived. There isn't a tracking number or anyway to check the status on the official website.
What has really ticked me off was that I sent several emails and tried the customer service helpline but nobody answered or replied to my emails.
Never mind about the 5 pounds I paid for next day delivery, nothing they do will compensate for the frustration i felt and time consumed searching for ways to contact them.
I will definitely NOT be a returning customer nor will i recommend Matalan.co.uk to anyone i come across.”
Good evening, thank you for your feedback. As your feedback relates to either a purchase made in a Matalan store or via Matalan.co.uk I've passed your feedback and contact details onto their dedicated customer service team. Matalan Direct are the furnishing division of Matalan, we provide the larger home furnishing products we're unable to display in store and have a separate customer service department. Rest assured this issue has now been passed on to the relevant department who will act upon it accordingly. Kind regards Karl
“Trying to return a tap which will not fit the sink. Last week spoke to pleasant person who was going to get back to me but didn't. I have been trying all week to contact customer services but cannot get through. I have had an email but that was no help. The message board is offline. All as I want to do is return a useless tap.”
Hi Jackie,
A member of our team attempted to contact you yesterday and left a voicemail. I can see that Alex from our customer service has been in contact today and arranged for the tap to be collected due to it not being suitable. If you require any further assistance please do not hesitate in contacting us. Kind regards, Karl
“shocking service!!! They acknowledge the order via email - 3-5 day delivery and then absolutely NOTHING!!! Emails phone calls to chase and still nothing. I also paid for the express delivery service - JOKE. 26 minutes on hold............................”
Good evening Debbie,
Please accept our sincere apologies for the delay in despatching your order and the subsequent delays in responding to your requests.
I can see that Alex from our customer service team has now spoken with you to give you an update and advise of when your delivery will take place.
If you do have any further issues please do not hesitate in contacting us.
Kind regards
Karl
“Would give zero if it was an option. This is how bad Matalan direct are. 14 days to get the Fierra tap to arrive and when it arrives the tap is faulty as it doesn't fit a standard hole in a uk kitchen sink. Despite the name you can't take it back to Matalan store, so they stick you by charging extortionate delivery price to return the item, worst service ever from any company. Do not recommend you order anything from them.”
Hi Jyotika, please accept our sincere apologies for the delay in despatching the tap initially, this was due unprecedented interest in the promotion which created a backlog of orders resulting on some orders exceeding our typical delivery timeframes for this product. In terms of the tap not fitting a standard UK sink fitting, this shouldn't be the case and would maybe point towards the product maybe being defective or having missing parts, I've arranged for one of the team to contact you to find a suitable resolution. Unfortunately at present we do not have the facility for online home furnishing purchases to be returned in store, though we are working hard to provide our customers with more delivery and collection options as well as more competitive prices. These changes are imminent, with come changes taking place as we speak with further improvements planned for late this year and early next year. I hope that the above explanation provide you with an insight into the work we are doing and the of the improvements that will soon be made. Rest assured we aim to work with you to find a suitable resolution. I can see that Jack from our customr service team has now been in contact and requested images illustrating the issue. Kind regards. Karl
“Ordered Fiera Kitchen Mixer Tap almost 3 weeks ago. Received emailed shortly after saying that my item had been dispatched. After waiting over a week I emailed them to enquire where my tsp was. They took 2 days to reply. They apologised for the delay & said should receive my order in the next few days. That was a week ago. Poor service , the worst I have ever experienced. Stay way a way for ordering from this establishment.”
Good evening David, please accept our sincere apologies for the delay in despatching your order, this was due unprecedented interest in the promotion which created a backlog of orders resulting on some orders exceeding our typical delivery timeframes for this product. We have taken onboard the feedback and implemented changes to ensure future promotions don't result in these types of delays. Kind regards. Karl
“Shocking customer service. Ordered 3 pairs curtains 5th November 2016. Awful quality curtains and still unable to return them. No paperwork with order. Trawled back through emails and then emailed them to arrange pick up the same day the order arrived 10th November. As yet still no response despite several emails requesting collection. Now 18th November, tried to ring local store on 03330044444 number doesn't even respond, just no sound at the other end. Does Matalan Direct even exist anymore as I cannot speak to anyone on the customer service line number or a local store number. will not be buying from Matalan Direct again until they get their act together. Some of the products look great online but if it's going to be this problematic sending stuff back I won't bother. I also thinks they're going to try and charge for the return as well as the £3.99 deliver on all orders.Don't bother ordering from them online click and collect or buy in store much easier than this.!”
“Waited in all day after I received an email informing me my order was to be delivered ,only to be told some hours later, that it was not.It took two weeks for my order to be delivered,with no email telling me there was a delay.For that reason I will not be ordering from matalan direct again.”
“order MATDIR18300. Well overdue. Still cannot find any means to get a response from customer disservice team. Tried phone, web-chat, email all without success. Phone message invites leaving a message or requesting a call-back - neither works. All I want is to know if/when I will receive my order. Can't even cancel and get a refund. What service is this!”
“Service is awful still waiting for my order to be delivered 2 weeks now. They contacted me and tell me lies that it's out for delivery when it wasn't . Please don't use this company”
“Ordered product which is now overdue. There is no way to track the order and it is proving impossible to communicate by any means - phone, call-back request, web-chat. No response to anything. As i write, I am waiting for a web-chat response, 20 mins so far. The service is awful. If I could find some way to cancel the order and get a refund I would.”
“Happy with the corner unit ordered and is ideal for what I want. Unfortunately by ordering on the internet I was unable to see the colour of the wood which does not match my existing furniture. I now have the problem of looking around the shops to see if I can purchase a matching occasional table.”
“I checked the delivery options before ordering as work shifts. I paid extra to have a named day two hour time slot, which stated that a courier would be in contact to arrange the delivery date. A few days later I then received a text stating that delivery would take place the next day, with no time slot. I called customer services & was told that they had just started using a new company & didn't know their delivery options (surely you would learn this before signing a contract?) so was told that I would get a call back. The call never came so I called again to be told that I would have to let the delivery come & when no one was in to sign for it they would leave a card & I would have to call them to rearrange. I told the operator that I was not happy with this as I had paid extra for a time slot delivery. The operator told me that he agreed I should not have to pay for the delivery & he would get a refund of the delivery charge authorised by his supervisor the next day. I never received a refund or a call back. The delivery ended up with a neighbour across the road & I had to then get a heavy package back to my house. It was chipped on lots of shelves which had to be installed upside down to hide the flaws. I have recently redecorated a whole bedroom & this is the highest delivery cost paid with the worst service by far.”
“Telephone service good, big mixup on delivery dates,due to lack of information,to hauliers, had to try and rearrange delivery on my way to the airport and then again from Tenerife”
“Brilliant service. Had to return the item as had ordered wrong size. Replacement received 2 days later. Well done. BUT, still waiting for full refund on returned item 2 weeks ago. Not so good.”
“Ordered bed and mattress matress came on its own. took weeks for them to locate the bed and deliver it. No one seemed to care . Eventually it arrived .so has not encouraged me to order more from you .i live a stones throw from matalan shop ,so if you have not got what I want . Them I will go elsewhere.
I have ordered online with furniture companies in Manchester and Leicester . And their communication and delivery service so much better .
Kind regards
Pat”
Good evening Pat,
Thank you for your review.
We are sorry to hear of the issues encountered with your order.
Having investigated further we have established the reason for the delay. This has been reported to the management team at our distribution hub for them to make the required improvements and to prevent recurrences.
We would like to offer you a goodwill gesture to acknowledge the issues encountered. We've sent you an email outline this gesture.
Again, please accept our apologies for the inconvenience caused.
Kind regards
Karl
