Matalan have a Customer Happiness Grade of F. Customers love their prices but are unhappy with their delivery, returns process and refunds.
“
I ordered two jumpers on Friday and both arrived the following Monday delivered by Evri. They are excellent quality for the price and even came with free hangers! Amazing! As a new customer to Matalan I was surprised to read so many negative reviews! Maybe, I was lucky ... but, my experience was excellent!
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- Harvey
“
Never been disappointed with quality and price of clothes and home wear. Best shop ever
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- Anonymous
“
Easy online purchases and quick delivery. Good choice of kids clothes in store and reasonable price.
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- Sam
“
Paid for next day delivery but it didn't show up. However the following day I had a parcel show up that had been opened and resealed. The items were missing and replaced with a pillow. Matalan are taking no responsibility for this. They aren't interested in my video footage or photos. Terrible company!
Oh and you can't upload a photo on here....funny that! Rubbish!
”
- Kim P
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I bought 2 suitcases recently and paid for next day delivery as it was my day off work.
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- Jordon
“
Terrible online service⛔⛔⛔
Order completed online few days ago.
Delivery date was yesterday.
No update.I called Matatan today regarding my order,only to be told there was an error with my order & that i will have to wait 24-48 hours before i recieve any feedback.Terrible online service.No update
No communication.⛔Warning !!! DO NOT ORDER ONLINE WITH Matalan⛔
”
- Anonymous
“
Kept my money
Kept my money! Would not buy online and will not buy again. I am due a refund of nearly £100 for items I returned via Matalan's online portal, yes I had to pay extra to return as they don't offer free returns.
After 2 months of battling this I have received £16.00, the customer service is disappointingly rude and obnoxious. The constant blame being out on the customer - I followed their process!
”
- Louise
“
Terrible customer service and returns policy
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- Meg G
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Returns process, find it annoying that you have to pay delivery and then again to return. Spent nearly £8 on a £25 blouse that I didn't keep.
Yes you can return to the store for free but that is also costly if no local store.
Won't be buying on line from Matalan in future.
”
- Anonymous
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Now waiting for my refund.
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- Anonymous
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Dreadful Customer Service, 14 days to refund an instant payment. Postage costs both ways. Poor quality of clothing, much better deals elsewhere.
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- Jan H
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i bought a suitcase last month ! I got to the airport and the handle came away! not even used the suitcase! so i explained this to mataln when i was on holiday via chat and when i came back! i couldn't not find my receipt would they refund it or give me a credit note for the faulty suitcase that they sold me £70 ? no! i have never known a shop to not even go into the system to find the receipt when i have the date and time of my purchases plus my online banking proof.
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- Val
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Telephone atalan customer services who told me I would need to pay for the return of the wrong item and ONLY if they discovered that it was an error then I would be refunded.
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- Anonymous
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Dreadful Customer Service, 14 days to refund an instant payment. Postage costs both ways. Poor quality of clothing, much better deals elsewhere.
”
- Jan H
“
Kept my money
Kept my money! Would not buy online and will not buy again. I am due a refund of nearly £100 for items I returned via Matalan's online portal, yes I had to pay extra to return as they don't offer free returns.
After 2 months of battling this I have received £16.00, the customer service is disappointingly rude and obnoxious. The constant blame being out on the customer - I followed their process!
”
- Louise
