“Not an Online Company you can trust
Of the two orders placed on line, neither have been delivered when they said they would be.
The first order had a couple of items missing, however they were on the delivery note. This left me without the items I had paid for and no way to prove it didn’t receive them. A call to customer services didn’t help, so I had to cover the cost.
Fast forward a couple of years and I have placed another order (I had forgotten my previous experience) for one item and has not been delivered. it’s in a black hole, no one knows where it is.
A refund (in the form of gift cards) is only given when you return the goods that you have ordered.
The cost of the items falls well below the cost of recovery through the court. The only real course of action is not to deal with them at all.
If you do decide to place an order online, do it on the basis that you may not end up with the goods and out of pocket. Do not place an order believing that you will receive what you have paid for.
It is obvious that Matalan do not have the necessary resources to provide an online service.”
“I asked in the Macclesfield store when purchasing if I could return briefs if the matching bras did not fit and was told yes as long as labels, hangers still attached. The following day I returned the items to be told I had been given the wrong information and they were none returnable. I would not have bought if I had been given the correct information at the time of purchase! The Supervisor then found it very funny when I asked for his name and told me his name was Bob when actually it was Ash. Very poor!”
“ordered a few joggers/sweatpants from there online store and everything went fantastic, waited a few days for confirmation regarding items sent to local store for collection. received email with my order number etc and 4 days later picked my package up. I can not fault anything wrong with matalan or its services.
my advise to anybody that wants there items quicker is go in store and buy as with anything you buy online can be sold out within minutes.”
“Bait and switch online scammers. When you place an order, they tell you it'll be sent in a few days. Then, days later they say they are low on stock and it will be a further delay. When you place an online order, expect to wait WEEKS for it to arrive. Or better yet, order from somewhere else.”
“Ordered wooden relax letters and screws had come apart - letters were dirty and chipped at ends. Had to get my husband to screw back and paint edges. Just wrapping them in bubble wrap is not protective enough”
“Purchased Brogue boots (mens) look good, although the soles are paper thin and like walking with no shoes on so uncomfortable. Only worn once and think I may have to throw them.”
“Waited ages in store and they couldn't find my parcel. Wont be using this service again! Could of saved more time and fuel just paying the extortionate postage rate!”
“Online Order
Placed an order online and thought it would be a better option to deliver to store for collection as I am at work all day.
Placed order and received delivery date as the 6th which would make it a wait time of 7 days.
Thought 7 days is rather long but went along with it as I could collect on the 7th Saturday not in work.
So instructions said I would receive an email and sms to collect my package on the 6th sounds good.
6th arrives and passes and no email no sms so I ring up today 7th only to be told one of my items has arrived in store but you can not collect as the order is not complete the other item is delayed.
I ask when it is going to arrive and am told should be around middle of next week.
This is a first time I have used Matalan online and will be my last if I wanted to wait 2 weeks that would be fine but really these days online orders arrive next day in most cases or at least 3 days later.
I can order from Germany and receive in 2 days,China free postage and get my parcel in 2 weeks.
Matalan based up the road in Knowsley can not get my items to me and there warehouse is 30 minutes drive up the M62.
Poor service.”
“Ordered four frames on line. Said delivery within five working days, took seven, plus one frame damaged. Requested replacement rather than refund, but got refund anyway. They said they could not resend due to 'system restrictions'. In other words they didn't want to pay delivery costs, but I could reorder myself provided I was willing to pay the £3.95 postage. Well, they can have the other three unbroken frames back. Matalan is struggling if they can't get the basics of customer care right they'll go under - won't be a loss.”
“I was today, once again served by the lovely and friendly, Denise Stone from the Dalston branch of Matalan. As I am a weekly shopper in this store, I try my hardest to be served by Denise as she is always so professional and can always put a smile on my face!”
“Kristian from the Cardiff high st store was very helpful when we tried to purchase bridesmaids dress he went above customer service to get what we wanted unfortunately we left without buying because they didn’t have the size but advised us to look online.he was pleasant and friendly to all”
“I have done my purchase there two weeks ago for the first time. I am happy and pleased with their quality products and wonderful customer services. Keep up the good work. God bless you abundantly! I am very satisfied. I have done my second order 30th. 11.19 and you shipped it next day looking forward to receive my parcel.”
“Appalling customer service - I ordered items which my daughter had asked for and when I picked the parcel up half were missing but I had no communication to say this was the case. Only upon contacting Matalan did they tell me they could not fulfil the order as they did not have enough stock!! An email communication to tell me this before I picked the parcel up would have been helpful! I am waiting on average 3 days before getting an email response even though this is an ongoing issue and this is still not resolved even though we are 2 weeks on! I will NEVER be ordering from this company again”
“Lost my order, which was gift for someone. Called the call centre which is based abroad. Useless customer service. No idea how to deal with customers and very rude. They also cut you off on purpose.”
“I recently purchased a matalan gift voucher for my brother in law for Christmas. He has now recently left my sister but matalan has said;I am not allowed a refund . I'm very angry with the so called Customer service.”
“I have been shopping @ Hartlepool Matalan for a good 15 years, Always had very good service & people who worked there were always friendly.
Just today had such a bad experience with some one called Michelle
I did purchased £25 worth of shopping, just seconds later after I purchased, I realized that I can spend £30 & receive 20% discount. Michelle was very rude with me front of other customers & told me I am being awkward.. & walked away. Michelle also was screeming & said, I only can use the discount once, which I totally understand, Michelle was not prepared to listen that, I haven’t even used my discount not even once.
If Michelle is having bad day, can’t take it on customers.. I didn’t even receive an apology, Such a rude behavior. I am very upset for the way, I been treated by your Matalan staff.”
“The new store seems to discriminate against disabled people, they are to be appluded for the disabled parking ( right outside the doors) BUT god forbid you need a shopping trolley ( to lean on ) these are situated in the shelter across the carpark???? ,The signage in the shop is misleading also,I complained to the manager, also to customer service at head office,I was met with the same athapy”
“This should be zero stars. Online order total of £138.50 on 13/10/19 and paid a premium for next day delivery. None of the five items arrived next day but two on 16/10/19 and one 17/10/19. One is still outstanding. The customer helpline staff really could not care less (plainly rude IMHO) even though this is luggage for our holiday due imminently. Emailed Customer services asking for help......silence. Worst service I've ever had... really, no exaggeration. Very upset.”
