Matalan Reviews

Name: Matalan
Rating: 3.58

3.6 Rating 1,882 Reviews

64 %

of reviewers recommend Matalan

3.6

Based on 1,882 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 31%
Accurate And Undamaged Orders	Greater than 80%
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

Visit Website

Write Your review

Tell us how Matalan made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Everytime I have ordered with Matalan the orders are delayed. The online service is very poor. I have decided to take my purchasing elsewhere. They even send an automated response if you email customer service saying orders are delayed no reason why it must be the norm for them to provide a poor service. The overseas customer service team is also very poor.”

Helpful Report

Posted 6 years ago

“Went in Leicester Beaumont leys store to return a top. Was exchanging for 2 pairs of pj's worth £12 more than top. Didn't realise that they had 14 returns policy, it had been 16 days. Women behind till was extremely rude. Kept banging on about 14 days returns policy, even though I never questioned it just said I was unaware of it as what other shop has a min of 28 days returns these days. Many do now according to her. After mins of waving her hands around at me, tapping at some worn out piece of paper cellotaped to counter. Went to get store manager, who was as rude, with the addition of compete arrogance. Still waving her arms around telling him I didn't understand, he repeated the same 14 day refund line. I told them to give me the top back then and you can stick the pj's. He then decides to say I can exchange the top for pj's but can't have my money back. I never asked for my money back else why would there be 2 pairs of pj's on the counter. She knew I was exchanging and I was accused of not giving her chance to explain. She had ample time. Both had the hump because they had to come out from the back and serve. When I told the manager I had been in 10 days beforehand but as they had a sale on the queues was stretched down to one end of the shop, and I couldn't of physically stood in there that long especially with the heat as no air con. Was told by manager "They have to stand here at the till in it, so I should have done". with no regard as to whether I had any physical illness or not (Which I do). When emailed to head office, took a week to respond. Was told email would be sent to area manager and they would look into better staff training. What a load of rubbish. You can't train people to be polite. You can't get people to lose arrogance. Matalan has lost one good customer!!”

Helpful Report

Posted 6 years ago

“I ordered a suitcase online, it’s arrived with marks on the front and the back I rang customer service but they were very unhelpful, finally spoke to someone who asked I send photos which I did, they finally responded after me chasing several times saying they couldn’t see the marks, the marks were clearly visible in the photos but they refused to admit they could see anything - fuming”

Helpful Report

Posted 6 years ago

“Damaged item arrived from an online order (torn duvet set). Emailed - no reply. Emailed again - no reply. Called; kept getting cut off. Called head office and they put me through to CS, who told me they can’t aend our replacement products...even though they are a customer service department. I had to send a photo, but I didn’t get a reply so I called again. Spoke to a lady who said she could replace the item, then she said she couldn’t, then she said she’d escalate the complaint...all I wanted was a replacement duvet. Now I have an email saying I’ll get a refund... painful experience.”

Helpful Report

Posted 6 years ago

“Ordered a dress in June to pick up in store it when I went in to check if it was there they told me it had been collected even with out my order number not sure how so rang customer service got a refund so re ordered it to be told 14 days later it’s still in transit and they will refund me wot a joke of a company”

Helpful Report

Posted 6 years ago

“Today I bought a pair of white shoes with gold buckle strap over foot style flip flops they seemed comfortable. When I got them home I cut the cord on them to try them on as I walked down my hallway my feet farted on every step I took. I now have to wait up to a week to see my £10 I paid on card, why do you sell such utter rubbish. Your Chinese factories do not test shoes on real feet . Women laughed at matalan regarding the defect I see the humour but I feel robbed, you have lost a customer in me I will never shop in Matalan ever again. You are deceitful to your customers I now have £10 less and no product to shoe for it, its disgusting.”

Helpful Report

Posted 7 years ago

“Goods still not arrived but being asked to review. No answer to customer services phone line, or response to my email sent days ago. Money taken from my account, nothing to show for it!!”

Helpful Report

Posted 7 years ago

“Looking to buy a sofa and bed for my daughter. Was told that we could not sit on or try before we buy? Would never purchase anything from this company again”

Helpful Report

Posted 7 years ago

“Disgusted with the customer services! Have returned an item on 12/06 and tracking confirms the item was received back on 14/06 STILL NO REFUND!! Have emailed customer service team twice now with no reply, after trying to call about 20 times with no luck getting through and the phone just going dead I finally managed to get through only to get a very rude person who then proceeded to hang up on me! I would advise NEVER ordering online with this company and i personally will never shop with them in store again either! Order no: 27416282 - if someone would like to actually refund what i am owed!!!!”

Helpful Report

Posted 7 years ago

“Your Lack of choice for plus size. Regardless of whether they are trying to diet etc there are many women who are a size 16 and above. I am a 20 but wear 22 for comfort. YOU used to have an excellent choice. not now. I spend over 1000 a year on work clothes and holiday clothes. so i shop elsewhere. Im 53 but look like im in my 40 s im not frumpy. im sexy. ! i want nice clothes modern . and Good quality. not look like im frumpy and aged 10 years. i dont want to look like im a teenager but i like classy. You should take a look online . you are losing out to a big audience.”

Helpful Report

Posted 7 years ago

“Worst experience in Matalan Swindon. Such rude management! I spend a lot of money in Matalan and feel so upset by the customer experience today. Felt like returning my click and collect parcel there and then but needed the items. I kept my calm and didn’t say anything rude to them but it’s defientky ruined my experience with them.”

Helpful Report

Posted 7 years ago

“One of the worst companies in the uk that's for sure. Matalan does not have the capability or the capacity to provide a first class customer service to consumers like myself because they only care about holding onto my money despite not having received my full order! I will not buy from matalan again.”

Helpful Report

Posted 7 years ago

“One of the worst companies in the uk. Matalan don't have the capability or capacity to provide a first class customer service to consumers like myself because they only care about making money! I will never order from these scums ever again!”

Helpful Report

Posted 7 years ago

“I am an old customer with Matalan Hayes branch. My card number is 0306 07105 273417. I had a terrible experience today when I went there. Actually, this is not the first time to get an issue like this, but this time was the worst. I have three children, two of them are under 5 years. Because I spend more than two hours each time when I visit Matalan, it means they need to go to the lavatory. Guess what, it's always out of order, and each time we have to talk with someone and explain the situation to let him/her help us to use the inside lavatories. Today my 5 years old son needed to use the lavatory, so I asked the first member of staff, she is a new worker, so she said "sorry". I tried to find another one, she said "you should ask the manager to get help"!! So, I tried to find the manager near the cashiers, and finally one of the members was so nice "I think her name is Dinees" and accepted to let my son use the inside lavatory. She opened the door and waited us. The terrible thing is when my son was peeing, I heard another member came and she was so mad with Dinees because she allowed for us to use the lavatory. I really felt bad about that. It's not because I usually spend at least £150 in Matalan, but because they are children and the staff should understand their needs. However, I left all the clothes and didn't take anything. Also I decided not to go their EVER again. Thank you Dinees, I hope I didn't bring any problems for you.”

Helpful Report

Posted 7 years ago

“Awful customer service . Ordered online, delivery arrived minus one item although I was still charged . It’s been over a week and only after writing an email looking to complain have I had a response! And that response is I can drive 45minutes to my closest store and thubcurrently have two in stock but to call first. No apologies about their awful service. With this experience why should I go out my way, Surely it should be the other way round !? After looking on trust pilot looks like others have experienced their poor customer service .”

Helpful Report

Posted 7 years ago

“Used on-line order. Placed order about 5pm and paid for the next day collection service. Is was not until I had fully placed and paid for my order that I saw a message stating that the next day delivery is only available up to 4pm. I explained to customer service who was not helpful and advised I should have read the T&C's and refused to refund me the amount I had paid for the next day service. My argument is that if the was not available after this time then why did it allow me to select and pay for this service. Customer services agreed but still refused refund. For the sake of £1.99 I will NEVER use this store again.”

Helpful Report

Posted 7 years ago

“Appalling service. Ordered online and selected click and collect thinking it was the best chance of receiving items. 5 days should be plenty of time to get them into store. Had email to say dispatched but not in store by Christmas Eve. Spoke to store staff but apparently "not their problem". And didn't seem to give a damn. Appreciate it's Christmas but company this size should have correct processes in place to deliver customer promise and manage customer expectations. Matalan you completely failed and I won't be using you again.”

Helpful Report

Posted 7 years ago

“If I could give no stars I would, worst customer service I have ever dealt with, I haven't received my order and they refuse to find out where my order is with Hermes. Apparently they 'cant make outgoing calls ' that's coming from the managers mouth! They said they will email a response instead and surpise surprise no email. Luckily I only ordered wrapping paper and payed through paypal so I have started a claim but all you have to do it read there reviews on trust piliot to see how many people they are conning!”

Helpful Report

Posted 7 years ago

“Absolutely Appalling Service!! I ordered a pair or boots from Matalan online and received notification that my order was being processed. One week later I received an email to say this item was now out of stock. I have ordered many items from bigger stores than Matalan and recieved every order within 3 days, yet Matalan take a week to tell me they are out of stock. I am still waiting for my refund 10 days later. I have phoned customer service for this refund and each time I've given up after a 30 minute wait ....... do here I am, no order and still waiting for my refund. Come on Matalan, this is MY money, not yours....... Refund please!!!”

Helpful Report

Posted 7 years ago

“Ordered click and collect ...10 days later with my email went to collect it. After half an hour of staff looking for it...told it had gone to wrong store. Store staff couldn't help trace it or give me a refund as have nothing to do with online orders. That was that and directed home and to go back online. I rang customer services...whom are based in India? ?? To be told, they can't trace it, can't reorder it and a refund will take 3-5 days??? Couldn't answer any questions about my queries just read from over polite script. They couldn't guarantee the same wouldn't happen again. Will not be using matalan again.”

Helpful Report

Posted 7 years ago

Matalan is rated 3.6 based on 1,882 reviews