Matalan Reviews

Name: Matalan
Rating: 3.57

3.6 Rating 1,900 Reviews

64 %

of reviewers recommend Matalan

3.6

Based on 1,900 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Email, Live Chat

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I ordered some items from Matalan on the 1/11/18, it said that it would take 3-5 days to receive the items. When I hadn't received them I emailed to receive an automated response back, so I waited and then emailed again. When I still hadn't received the parcel I called Customer service, to be told that my parcel had been damaged in transit and that they had taken it back. This was two weeks after I ordered and no refund had been processed. I asked why I hadn't been contacted or refunded and they had no answer for this. I then asked them to resend me out the order and they said they were unable to do this but that they would now process the refund. I have never had such bad customer service. What is the point of a customer service team if they cant actually process anything. I then said that if I had to reorder these items then I should be given the delivery charge back as a gesture of goodwill. They said that they would give me a online voucher, which obviously guarantees that I shop with them again! I wouldn't shop with them again if they paid me, as this is not the first time I have had this experience with Matalan. This happened to me last year too. I should have learnt my lesson.”

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Posted 7 years ago

“I ordered 6 pasta bowls and when they they arrived 3 were completely shattered and I’m not sure about the integrity of the other 3 due to the severity of the damage. I rang customer service and requested a replacement set to be sent out but this was declined as I was told the system didn’t allow it. I can’t understand why not as they have a shopping online system. The bowl were damaged it wasn’t that I had changed my mind and was returning the item. I was told I had to package them up and post them back. I was offered a refund on the 3 broken, I ordered a set of 6, 3 is no use as I need the number so I have bowls to allow me to use the dishwasher. If you buy 6 you expect 6 I was offered a good will gesture of a 20% voucher!!!!! Hardly a good will gesture I have to spend more money to get a measly 20% off! I found this an insult and very poor customer service. If you order something and it’s damaged you expect it it to be replaced. I was told my issue was being passed to head office.. However, I’ve not not heard from them. Absolutely appalling customer service at all levels”

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Posted 7 years ago

“Valued & happy as Shanice (hope it's spelt right) was so helpful, first going into the Stockton to check for an item & then ringing around & getting another store to put the item by for me.”

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Posted 7 years ago

“Went to matalan mount pleasant hull this morning,very disappointed to say the least,30 people queing and 3 on tills, several people left the que, one lady having several items in trolley but got sick of waiting so walked out,as did 4 others, get your act together you are losing customers, I myself got served after 30 minutes wait far to long,😡”

Helpful Report

Posted 7 years ago

“Just shopped at matalan mount pleasent hull I was waiting in the queue for 30min 3 customers left the queue so you lost a lot of custom they had a lot of items. There were 3 on the till it is a bust time now I was very disappointed I have never had to wait that long before and I shop a lot at matalan very disappointed customer”

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Posted 7 years ago

“On line order placed to be delivered to local store - dispatch email rec and no goods - it took me to call them nearly 20 mins on phone to find out apparently the Camberley store refused my delivery ?? Really - now i have called they will process a refund that will take up to 5 days .... they advised i can go on line and reorder .. Guess what ... ITEMS NO LONGER AVAILABLE " - Have been a loyal customer for many years and the unhelpful customer services i received today i will never but from them again no matter how good there prices are”

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Posted 7 years ago

“Good selection of clothing. Good quality items when they arrived. Easy to return. Overall good service!”

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Posted 7 years ago

“There online click and collect is so easy and the staff are so helpful”

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Posted 7 years ago

“Good selection, good prices, and a pleasant atmosphere inside store”

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Posted 7 years ago

“Assistants are mostly happy and cheery. A smile makes all the difference.”

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Posted 7 years ago

“Shocking experience with Matalan customer services online. 4 weeks and still trying to eat a refund for a top that all stitching came loose after wearing once. Numerous emails, photos, descriptions etc sent as they can’t keep track of a simple complaint. Tried sending me £15 vouchers instead of refunding the full value. Annoyed is an understatement”

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Posted 7 years ago

“Only received part of my order from click and collect. The other items never arrived. Had to fight for a refund which I'm still waiting for and it's been over 3 weeks. I will never step foot in mataland again.”

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Posted 7 years ago

“On a Sunday afternoon the Stockport store was terribly understaffed. I needed school shoes for my little one and there were no assistants to help. On top of this the queue was unbearably long. 3 cashiers with atleast 25 people queuing. I decided not to purchase from there and left the shop.”

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Posted 7 years ago

“Still awaiting 2 missing items out of my order. Customer service waste of time they say it has been escalated and will contact me back when they find out what has happened. I have waited 4 days now and no one has contacted me!!! Disgusting service, after years of shopping with you. You do not even deserve 1 star.”

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Posted 7 years ago

“I ore dedicated on line they took my payment then about an hour later I received a email saying they not got my product in store so I have to am want for a refund up to 7 days ridiculous”

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Posted 7 years ago

“Love the new Harry Potter range! Quality if items is great and standard delivery was quick. Thanks!”

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Posted 7 years ago

“Orders always come to store very quickly and if they are not suitable they exchange or refund without any problems.”

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Posted 7 years ago

“Ordered online 1st October no sign of any goods . Contacted customer service and they promised to investigate and reply ....nothing received back . Drive to my store to see if they had it ..but no . Paid for goods and not received Anything. Will be claiming and reporting to my credit card”

Helpful Report

Posted 7 years ago

“I ordered goods on the 25th August, no dispatch notice was sent but some of them arrived over a week later. I queried the missing items to be told several days later that they were out of stock when I ordered but the website hadn't refreshed. I queried the appalling lack of communication with them and am yet to receive a response a month later. Still they haven't taken any money either!!”

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Posted 7 years ago

“Receiving rewards and a VIP card for the person who fraudulently used my husbands debit card on their website for £297. Contacted customer services twice still no reply. Feels like a kick in the teeth. Certainly won’t ever step foot in a Matalan”

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Posted 7 years ago

Matalan is rated 3.6 based on 1,900 reviews