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

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Anonymous

Anonymous // 01/01/2019

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

“Took two weeks to receive a rug. Lack of communication. Will not recommend service.”

Helpful Report

Posted 9 years ago

“Unfortunately I'm not able to review the product as it never arrived due to the poor service of the courier service, Final Mile! I had to cancel in the end as the product still haven't been delivered after 2 weeks despite receiving emails say the product would arrive on a certain day only to then receive another to change it. Matalan need to review their courier services to prevent any further poor feedback from customers. Very disappointing.”

Helpful Report

Posted 9 years ago

“I had to send my item back as it was not what I order and I was charged £9 you send it back in will never order from you again .it does not say you charge that much you send item back”

Helpful Report

Posted 9 years ago

“I made two order one to Matalan and Matalan direct. I have never received any of my goods sooooooooooooooo disappointed.”

Helpful Report

Posted 9 years ago

“Sent this item back weeks ago never received money back rang 6 times nobody knows what they doing still waiting for a call back soon take money out of yr account thou !!!!!”

Helpful Report

Posted 9 years ago

“Completely dissatisfied with your company and will advise all friends and family to avoid”

Helpful Report

Posted 9 years ago

Hi Marilyn, We’re really sorry to hear that you would not recommend us to your family and friends. Unfortunately, we were unable to accept your return as you contacted us more than 14 days after you accepted delivery of your order. We appreciate when you buy online an item sometimes arrives and it may not be to your taste. That’s why we give all of our customers 14 days to get in touch if they would like to send back an item for a refund or exchange. You can find details of this and more information on our returns policy in our terms and conditions on our website. If there is anything else we can do for you please let us know. Many thanks John

Posted 9 years ago

“I bought two mirrors , one was damage I returned them, I pay myself for return I never will buy from you again”

Helpful Report

Posted 9 years ago

“Never even got my product. Matalan Direct delivery was described as prearranged delivery, I was contacted told they could bring it "tomorrow", I said I couldn't be in tomorrow could they do it the next day, on a Saturday or early or late in the day. They said we can do a week next Monday. Is that a prearranged delivery or acceptable, how many people can get the next day off work? At a cost of £35 for delivery I should have been able to get it when I wanted, wasn't like I paid £5. It's a shame because the product looked good at a good price and I planned to order more from them.”

Helpful Report

Posted 9 years ago

“Wrong choice, did not like the product, had to pay £9.00 to return it. Don't bother, telesales are good, but cannot change the return cost..”

Helpful Report

Posted 9 years ago

Hi Jennifer It’s great to hear you’re happy with the way our customer service team dealt with your query. I can see my colleague Alice has already sent you details of our returns policy. We regret that you feel this way about the collection cost. We’re always looking for ways to improve what we’re doing so I have forwarded your feedback onto our delivery team. If there is anything else we can do for you please let us know. I hope you have a great weekend! John

Posted 9 years ago

“I will never shop with matalan again. They dropped the item I ordered by £50 a few days after I ordered but refused to give me the refund. I then found the same item on a competitors website £100 cheaper. The whole experience left a very sour taste.”

Helpful Report

Posted 9 years ago

“Despite my order placed in November, I STILL HAVENT GOT MY BLIND. So fed up spoke to Anthony at Matalan as I also had had two different sub contract companies doing delivery contact me by email but not delivering the goods. I have had 3 messages saying confirm delivery, but they still dont turn up then another message today asking me to confirm and postcode. It is like they are terrified to deliver in case I'm out. They all know I said it is ok to leave with neighbour as I am not b_ _ _ _ y waiting in any more wasting my time. Absolutely hopeless. Ive given up.”

Helpful Report

Posted 9 years ago

Hi Melanie, I’m sorry to hear that you have experienced this. On investigating this issue, I can see that an invalid contact number was entered during checkout, therefore the only contact number that we had on file for you was ‘00000000000.’ Consequently, our courier service could not contact you to confirm a delivery date. A delivery date was first issued to you via email and within our delivery timescales. As this date was not confirmed by yourself, our courier service tried to call you to confirm this, but they were unable to get in touch. Our courier service cannot deliver an order until the deliver date is confirmed and the customer is happy with this. A valid phone number has now been added to your account as per your correspondence with Anthony and I can see that a new delivery date has now been issued for tomorrow, Friday 18th December. I apologise once again for any inconvenience that was caused by this Melanie. If you would like to discuss this further, please don’t hesitate to contact me on 0333 344 3177. Kind regards, Alice

Posted 9 years ago

“Although beautifully packed, upon removing my bath panel I noticed that there was a piece missing on the edge where, presumably it had been dropped. After sealing the fault to hopefully stop it swelling in the moistness of the bathroom, this was disguised beneath the lip of the bath, hence no need to return the panel.”

Helpful Report

Posted 9 years ago

Hi Claire, I’m really sorry to hear that the bath panel arrived damaged. We strive to deliver all of our orders in perfect condition, however on this occasion that was not the case and for that I sincerely apologise. On the rare occasion that a customer does receive a damaged product we would almost always offer a replacement to be arranged at no additional charge. I am pleased to here that the issue hasn’t caused you any more inconvenience and that you’re now able to enjoy your bathroom once again. Should you wish to discuss this issue further then please do not delay in contacting myself or colleagues on 03333443177 (8am - 6pm Monday to Friday or email us at hello@matalandirect.com Many thanks, Danan

Posted 9 years ago

“I can only say how poor their customer service is! The website promises delivery in 2-4 days I had to wait 15 days The day of delivery came and the guys who delivered were fine but they arrived 2 hours after promised delivery time! Two items were wrong and when I phoned they made me pay up front to get the new item delivered and I have to wait until they collect the items before I get a refund! The customer service is the worst I have ever experienced! Let hope the bathroom suite lives up to expectations!”

Helpful Report

Posted 9 years ago

“still not received my item. Had a phone call this morning to say that you could deliver tomorrow but there is nobody in. No alternative date given. Said that they would phone next week. This is not good enough. Why was I not given the chance to book a delivery next week and arrange for somebody to be here to collect it?”

Helpful Report

Posted 9 years ago

Hi Paul Thank your for your feedback on our delivery service. We aim to deliver the Avant Corner Mirrored Cabinet within 5-10 working days from an order being placed. Further to our telephone conversation your delivery has been booked for Thursday 17th September and our two man delivery service will contact you in due course to confirm the delivery time slot. As discussed if this is not convenient please contact us and we will reschedule the delivery for you. We’re really sorry for any inconvenience caused by the arrangement of your delivery and thank you for your patience. John

Posted 9 years ago

“We ordered by phone, then waited 2 weeks for delivery, which was twice as long as we were quoted, then when the order eventually. arrived, the bathroom counter top sink was not the size we ordered, and if that wasn't bad enough, the sink size was completely different to the sizes printed on the box it was in. So after two weeks we still have no sink because it has to be returned. We will never buy from Matalan Direct again, we are so dissapointed”

Helpful Report

Posted 9 years ago

Hi Shelia, I’m very sorry to hear that you’ve had this experience with us. Our delivery timeframes have recently been updated to better represent the delivery timescales for our customers. We now provide specific delivery timeframes for each product which can be viewed on the product pages. We feel that these improvements better manage our customer expectations which will avoid situations such as this for future shoppers. I can see that these amendments were applied after you placed your order and for that, I apologise profusely for the miscommunication. We have refunded your delivery charge to you as a goodwill gesture. We always aim to give the most accurate product information possible on our website and on our supplier’s packaging. On further investigation with you, I can see that there is some conflicting measurements provided, I’m really sorry about this. I have also confirmed the correct measurements with our supplier and I have now passed this information onto our content team who will be amending these details as a matter of urgency. A collection has already been raised with our courier service HDL, who will be in contact with you within 24 hours to arrange a suitable collection date and time window that is convenient for you. We are always happy to find alternative products and explore new options with customers if they are not completely satisfied with their items. If you could kindly provide the measurements required for your sink, we will gladly search for a new sink for you. If you would like to discuss this further, please contact us on 0333 344 3177. Once again, I apologise for any inconvenience that has been caused by this. Kind regards, Alice

Posted 9 years ago

“Got this email asking if I was happy with product and still not received it after I placed order got email say order dispatched delivery within 48hrs approximately 10 days gone past now and delivery is meant to be wed 2nd sep now according to courier fingers crossed !! . Not good service would not order anything again on this site.”

Helpful Report

Posted 9 years ago

Hi Allan We’re really sorry your delivery has taken so long. We’ve recently improved our service by upgrading our couriers to a two man delivery service. Unfortunately this has meant some deliveries to your area have taken long than expected. We’re working hard to resolve this and are hopeful a resolution will be reached soon. Your delivery is scheduled for tomorrow between 11am and 3pm with our two man delivery service. Further to my email I have refunded your delivery charge as a small goodwill gesture for the inconvenience caused. Once again we’re truly sorry about the delay and thank you for your patience and feedback. Many thanks John

Posted 9 years ago

“Info on website not in detail. Ordered a sink and arrived broken, sent another out which again arrived broken. Time wasting experience”

Helpful Report

Posted 9 years ago

Hi Vicky, We are very sorry for the experience that you’ve received. We aim to provide the most accurate product information possible on our website, however I apologise if you feel as though this wasn’t the case with your product. I’m glad that we were able to resolve this by sending you two different basins so that you could compare these and choose your preferred basin. We are truly sorry that you’ve received damaged products, this is not the level of service that we'd like to provide to our customers. We always ask that customers contact us if their product is not in perfect condition and we’re always happy to organise a suitable replacement in these cases. We apologise profusely for this trouble Vicky and we hope that the discount that has been arranged for you reflects how sorry we are. If we can do anything else for you, please do contact us and we’ll happily help you further. Kind regards, Alice

Posted 9 years ago

“Matalan Direct or Earth Bathrooms as they appear to be called have got to be one of the worst companies I have ever dealt with. Ordered a disabled toilet package doc m pack. Expected delivery within a few days especially as it had been dispatched and stated delivery in 1-2 working days, here we are almost 2 weeks on and still no delivery. Apparently they don't have any delivery drivers in Scotland and can't have it here until 24th of August only 18days after ordering! Order has been cancelled and have a replacement arriving tomorrow!”

Helpful Report

Posted 9 years ago

Hi Emma We aim to despatch orders from our warehouse within 1-2 working days and deliver between 3-5 working days. I can’t apologise enough for the length of time you have been waiting. We did everything we could to get your order to you as soon as possible. The delay is due to availability of drivers in your area and we are looking into this to improve our service. Further to our telephone conversation I've cancelled your order and issued your refund which will clear in your account in due course. Once again we’re truly sorry for the inconvenience caused by this delay and thank you for your patience. If there is anything else we can do for you please let us know. Many thanks John

Posted 9 years ago

“Phoned to cancel my order and was told this would be dealt with and payment refunded. Next day received email to say order had been dispatched. Phoned Matalan and was told just to refuse delivery when it arrived. First delivery attempt courier went to wrong house, next delivery attempt I refused item as instructed then received email saying sorry we missed you your item is at local store to be collected. 10 days later still waiting for my refund that was promised!”

Helpful Report

Posted 9 years ago

Hi Jenny Thank you for your feedback. I have looked into this for you. We aim to despatch all orders within 48hrs of the order being place. When you contacted us to cancel your order had already been despatched from our warehouse. I'm really sorry that this hasn’t turned out as simple as refusing the delivery. Our couriers have advised us they received a request to deliver on an alternative day and then a subsequent request to take the delivery to your local DPD collection point. I have left you voicemail. Please contact our customer service team to advise how you would like to proceed. If you require a refund we can process this for you as soon as possible. Once again I’m sorry for any inconvenience caused and thank you for your patience. Kind regards John

Posted 9 years ago

“still waiting for a broken replacement weeks down the line, looks like they just forgot all about me and my customer thinks I'm bullshitting”

Helpful Report

Posted 10 years ago

Hi John, Thank you for your review. We are sorry to hear that your recent order was received with a damaged cistern lid. We have experienced a few technical issues when a IT system was upgraded, . A replacement was re-ordered on Monday 8th June. This has been confirmed as being packed by our suppliers and due for delivery from Thursday 11th June onwards. I will ensure that the tracking information is forwarded onto you. I am extremely sorry for the inconvenience that this has caused you and your customer. This is not the level of service we want our customers to receive. Please do not hesitate to contact us at Matalan Direct to discuss further. Kind regards, David

Posted 10 years ago

Matalan is rated 3.6 based on 1,882 reviews