“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.”
“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 .”
“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.”
“If I can not get an item in store I order online and get the items delivered to my local store for free. Always get a text to tell me my items are ready to pick up in store. Great service I can not fault it.”
“Ordered online and collected in store. The product was exactly as described and fit perfectly. Really good quality and loved the colours. However on collection the till line seemed really disorganised with no clear direction where to queue and staff were blunt when asked for help.”
“Usually able to find something good at Matalan, lots worth buying in the sale. They seem to have reduced their menswear section - bring it back please!”
