Matalan Reviews

Name: Matalan
Rating: 3.57

3.6 Rating 1,895 Reviews

64 %

of reviewers recommend Matalan

3.6

Based on 1,895 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 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

“Online ordering long wait for goods to turn up. I ordered an item for a holiday only to realise it may not turn up in time. Within minutes I telephoned customer services to change to next day delivery to shop and pay the extra charge. I couldn't do it over the phone and had to place a new order. Fair enough, duly done. I then get a notification that my first order is no longer in stock and they have refunded the money 7 days wait for that. So what about my next day delivery to shop order, same item. I've been advised its on its way? strange that considering my previous order of less than 5 mins is now out of stock. I wait with baited breath to tell me it has arrived at the shop. Matalan you need to get up to speed and furthermore your Sutton staff are a miserable bunch and less than helpful”

Helpful Report

Posted 6 years ago

“Will take your money then tell you almost a week later that product is sold out COMPLETELY UNRELIABLE, horrible experience, do NOT recommend I am planning a surprise bachelorette party this weekend and now 8 girls will be left without the specific outfits to celebrate our best friend before her big day. long story short - i placed the order, next day delivery, was confirmed, money taken out of my account - it didn't get dispatched. Kept getting vague answers everytime I called but no one said the order was not ok. Only to get an email now, 8th May that the order IS CANCELLED BECAUSE THE ITEMS ARE SOLD OUT. WHAT??? Full email: I placed an order last week, 2nd of May and paid for next day delivery. The order was meant to get to me (London address) on Tuesday. Yesterday I checked the order progress and discovered that it hasn’t even been dispatched yet! I called twice yesterday (7may) and no one could tell me anything about my order. They had no idea where it was, or when it would be dispatched, not even if the items existed! I keep being told the matter was escalated but NO one is picking up as the ONLY WAY to contact the delivery place is by EMAIL and not phone call – that’s ridiculous! To have to wait 24h-48h for an email reply from your own team on an urgent matter. I was also told twice that I would be emailed and informed of the progress and I never did. I keep having to call and chase your team and am being told nothing. I find it incredible that no one has any idea where these items are and why they are not getting dispatched. The website advertised them as in stock and available for next day delivery. This is incredibly poor service. from Matalan automated mail: Thank you for shopping at Matalan. We are sorry to inform you that the items you ordered have sold out. Please accept our sincere apologies for any inconvenience that this may cause.”

Helpful Report

Posted 6 years ago

“Ordered 2 items on line and paid cost plus £3.95 p&p. Parcel arrived with completely the wrong article. Phoned customer service and asked them to send out correct order. They refused and said I would have to travel to Falkirk and exchange for the correct goods! I was furious - if I wanted to travel to Falkirk I would not have ordered online and paid £3.95! I cancelled the order and will never use Matalan online again. It was their mistake and they were unwilling to rectify it. What kind of customer service is this?”

Helpful Report

Posted 6 years ago

“Would not honour online discount, cancelled order, however they continued to send out and took money, been over 2 weeks still no refund, no compassion from customer service... dreadful service”

Helpful Report

Posted 6 years ago

“Ordered on Thursday at 7.30 in the morning paid the £2 extra for next day delivery to the store (should have arrived Friday) went to the store to collect on Saturday to be told it hadn’t arrived. Called customer services who said they would investigate and email me, no further contact and still no package! Very disappointed in the service”

Helpful Report

Posted 6 years ago

“I’m am disgusted with the way I was spoken to today in my local matalan store. I wanted to return some bedding that I had only taken the pillow case out of to discover that is was extremely poor quality and all threads hanging off it. Only to be told that I can’t return it as it had been opened even though it was all fine. Then she proceeded to tell me she had worked there 20 years and no one has ever managed to package bedding back up. This may sound ridiculous but to be spoken to like I am stupid and I can’t return this poor quality item to a well known store is beyond me”

Helpful Report

Posted 6 years ago

“Super duper shitttt service manager the fatty stupid lady is so so rude and on the top staff is so rude”

Helpful Report

Posted 7 years ago

“I made a complaint about falsely being accused by your store manager. I had paid for goods he failed to see this. It was all confirmed he was wrong. I made a complaint by email they offer £10 compensation. Complete joke of a customer service department. I’ve now sent 5 emails and made 3 calls to speak with a senior manager. Absolutely no reply and customer services claim they can’t put you to a senior manager. They simply ignore you when you make a complaint I’ve only scored one because it won’t let me score less. Never had such a bad experience and the fact they ignore me is dreadful. I’m left with one cause of action to take legal action against them. I told them this and they still don’t make any effort to contact me. Total and utter disgrace. I for one won’t be buying from them again”

Helpful Report

Posted 7 years ago

“Unable to use a refund voucher, staff are very unhelpful. Will never shop here again, friends and family also. Disgusting company.”

Helpful Report

Posted 7 years ago

“I am absolutely disgusted with the way Matalan have treated me. An unauthorised purchase was made to Matalan through my account, I informed them as soon as I realised (the order hadn’t got to the store yet) they said they would cancel the order an issue me with a refund. I didn’t get a refund so phoned back about a week later. They not only didn’t refund me they let the person collect the goods from the store and now after speaking to them many times are not taking any responsibility. I have been made to feel that I am responsible (their exact words were “it’s not Matalan company that are responsible for this fraudulent transaction” yes I know that but you let a criminal walk away with your goods after being informed of the situation. I have spent 3-4 hours over the last 2 weeks trying to resolve this with no answers. I am absolutely disgusted with the behaviour of such a big company, surely they should have something in place so this can’t happen, but every time I try and ask how this happened I get fobbed off. Can’t stress enough how rude and ignorant the customer service team were to me and how frustrating it was trying to explain the situation numerous times.”

Helpful Report

Posted 7 years ago

“The service when picking up my order from the Leicester today was very poor. The customer service assistant had no customers skills whatsoever. She made no eye contact, snapped at me when she spoke and seemed totally disinterested in what she was doing. It seems such a shame as some of your products are very good but this is not the first time I have encountered this abrupt attitude when collecting an order from this store. So please can we have some eye contact, a smile and a genuine want to please instead of the fed up look and the general impression that most of them would sooner be somewhere else.”

Helpful Report

Posted 7 years ago

“Rude staff forgot my card,pushing me to get app on phone.said she didn't have me on computer she basically couldn't understand me because she was foreign been shopping in matalan a longitme I had to ask how much it was!rude”

Helpful Report

Posted 7 years ago

“Changing rooms closed,, can't return items, can only exchange,, seemed to be plenty of staff around to supervise the changing room,, but they solely there to tell you not to use the changing rooms,, then a que to the disabled loo,,,, why,,, because everyone with any sense is using that to try the items on before buying,,, short sighted policy”

Helpful Report

Posted 7 years ago

“Customer service needs to be reviewed. I had placed an order and only received one part of it. I chased this up only to be informed that the second part of it had been cancelled due to low stock. I appreciate that this sort of thing happens, however most companies would state on the order that its low stock and then at least email you to inform you. I had not had any correspondence from them and this was a gift. I wrote them an email complaining and they just ignored my complaint and reminded me in a very condescending way that the charge is pending until they dispatch the item. That is irrelevant I wanted an apology for the fact no one had contacted me. This is bad practice and I wont bother using this company again”

Helpful Report

Posted 7 years ago

“Don't deserve one star. Poor customer service. Ordered goods on 1st November. Still waiting for a refund which has been promised many times and still not arrived. Don't waste your time.”

Helpful Report

Posted 7 years ago

“Horrible service rasict as my mother could not speck the staff laughed at her waited for store managers they were outside having a fag the items what we retured were put back on the rail an on the shop floor as the coat was bit off with rat or mince bites”

Helpful Report

Posted 7 years ago

“Appalling service and don't waste your time trying to contact customer services. Ordered two items on the 1st November and paid for next day delivery. On the day I was supposed to collect I got an email to say one of the items was out of stock. At 5.30pm I received notification that the one item was in store but was too late in the day and got a similar item elsewhere. Since then I have been waiting for a refund, despite emailing a number of times. Frustrating. Poor customer service. Not worth the hassle.”

Helpful Report

Posted 7 years ago

“Click and collect never again ! Ordered 2 separate orders second one delivered to store fine first one after no communication I rang customer service to be told it was delivered to wrong store now I have to wait for them to contact store to send items back to process a refund ? They would not tell me the storeas I offered to travel if need be to collect my items to be told I can’t , absolutely fuming I’ve lost out on xmas gifts and I have to wait x amount of time for a refund never use again”

Helpful Report

Posted 7 years ago

“Went to pick up item at Chester shop Walked up to till male walked away went to next till young girl stood and just looked at me I had to do all the talking she acted like she was doing me a flavour then I was stopped by the male who walked a way putting cash in till it was the manger worst shop I've been in a long time”

Helpful Report

Posted 7 years ago

“I ordered some childrens boots to be delivered to store. They were the wrong ones, meant to be tan in colour but were blue and sparkly. The label even said 'tan' so at a guess there's an incompetent labeller in the warrhouse who has no doubt labelled many wrong! The cashier then said that this was awful and that the boots are way to expensive any way (rugby branch) hinting i should look around. Although I did think of doing this, I decided no, I wanted an exchange for the correct item. She then said this wasn't possible and they don't order anything in. She could offer me a refund and that's it. Then smirked as I left. Shocking, clearly the interview process is 'any jeremy kyle reject will do'. Management no where to be seen ever or any staff around to help. The rest of your questions are not relevant for a click and collect customer so you may want to re think that too. Disgusting service”

Helpful Report

Posted 7 years ago

Matalan is rated 3.6 based on 1,895 reviews