“Great telephone customer service and despatch time, the only reason I haven't rated higher was because of the problems I had with the delivery company, they were literally going to leave my sink in the street because my wife wasn't strong enough to lift the pallet herself, resulting in the driver leaving and me needing to rearrange delivery. Matalan customer service were very apologetic and rearranged the delivery.”
Morning Lee,
Thanks for the honest feedback and apologies for the issues you had with delivery.
On a positive note, I'm glad to see our customer service did a great job of looking after you.
Although our delivery on pallet orders is for a kerbside drop, our drivers should be more courteous and helpful and we are working to put a full 2 man delivery service in place as a matter of urgency.
I trust you're happy with your products, and thanks again for the feedback.
Andy
“The ordering process was quick and easy, but after receiving a confirmation email I heard nothing further until a courier card was left to say that they tried to deliver the item. After contacting the courier company i then re-arranged another date but they couldn't give me a time. I don't understand why these companies expect customers to wait in all day. On a positive note the courier called me when he was at my address for the third attempt to deliver and he did wait for me to get to my address.”
“Ordering was easy and I was able to check out with PayPal, I received an email confirming my order but I didn't receive any other corresponce re delivery. But as soon as I emailed you I received a quick reply with confirmation that my neighbour had taken receipt of my delivery. I did mention that no card had been left to let me know. Item was very well packed and was as described.”
“delivery very good, quality below standard (1 leg of bath/shower mixer threads not machined correctly so nut bottoms out before seal, had to make seals)”
Hi Martin,
Thanks firs of all for you very honest feedback, and our apologies you weren't 100% happy with the product you received.
Our products are checked thoroughly and this shouldn't have slipped through to delivery stage.
I've spoken to my colleagues, and checked our records, and I don't believe you've been in touch with us about the problem. We would have happily sent out a replacement product for you as a priority.
It would be great if you could contact us at hello@matalandirect.com or call us on 0330 223 2243 after 10 tomorrow, as we'd like to either replace your product or see if there's anything else we can do as an apology.
Many thanks,
Andy
“Matalan Direct were unable to deliver my ordered items after several attempts, and were completely polite and courteous in blaming me for this! They claimed to have an incomplete address for me on the first attempt, the courier claimed to have called me for clarification, but I received no such call.
After ensuring that they had the full delivery address and arranging re-delivery online, I am sent a notification that re-delivery will take place next day, and there was no delivery next day. I rung Matalan Direct to find out what was the problem this time, they said they are not sure why but the courier is scheduled to deliver it the following day despite the notification that advises otherwise.
So the following today, which is today, Matalan Direct claim that delivery was attempted this morning and delivery was refused at the address! Despite the fact that my builders have been at the property awaiting the delivery - I called my builder just to double check that he hadn't said "no thank you, we don't want it"!
Matalan Direct smugly offer me a full refund at every point along the way to cover their backs, refusing to acknowledge the time and effort I have wasted chasing these items, and the delay it has caused to work being done at my property. My money will be back in my account in a few days (I hope they get that right), but I would stay clear of Matalan Direct.”
Hi Monique,
First of all, my apologies for the service you have received. We should get all items to our customers within our 5 day target and this obviously hasn't happened.
I have reviewed this internally with my team and understand the following:
1 - An incomplete address was provided which resulted in delivery being missed and then delayed. This was resolved.
2 - A new address being provided but delivery being missed or not completed from that point onwards
3 - The goods being returned to our warehouse after numerous failed attempts
From the records I can see, and from discussions with our courier, multiple attempts were made to deliver and we have done all we can to get this item to you. This hasn't worked and I can only apologise for this.
The final delivery was not accepted and as such the item has been returned and a full refund issued.
I cannot comment on why it was refused on the last delivery attempt ,as we have no records of who was spoken to and our couriers do not collect this level of detail. I appreciate this isn't an ideal situation, but we have now issued a full refund for this.
In this situation, I feel a refund is appropriate and this is what we have done.
Apologies once again for the inconvenience and that we haven't been able to keep you as a customer.
Sincerely,
Andrew
“After reading reviews of several on-line bathroom retailers and checking out their offices on google maps, I decided to give Matalan a call. The telephone was answered promptly and courteously, my queries regarding payment, delivery and returns were answered in a very reassuring manner. Particularly the point about not taking details over the phone by person to ensure that my payment details were protected within the payment system. My tap arrived next day, well-packaged, of excellent quality and at a competitive price. All in all, just what you want and hope from any retailer.”
“We had a little trouble with our 'address' but once Siphie was on the case it was sorted out promptly and efficiently. I will certainly use them again.”
“Having found the website by accident I am always wary about with whom I am dealing with. I filled in the web order which was a bit awkward and I had a querie, noticed a telephone number at the top of the page and rang to discuss my queries. Well, it could not have been better the help offered was exceptional and not usually found in modern day computer shopping. My queries were sorted and the order placed. The whole bathroom was received as promised the next day with only one querie of a missing tap, which evidently was not offered in the bundle, Matalan direct ( sophie) quickly dealt with it and the tap arrived the following day,
I cannot emphasise enough how good and professional this company and the staff are, and would highly recommend them.”
“I got the part that I ordered pretty quickly. It didn't say what material it is made of on the website and when got it i noticed that it is not the best material”
