Matalan Reviews

Name: Matalan
Rating: 3.58

3.6 Rating 1,892 Reviews

64 %

of reviewers recommend Matalan

3.6

Based on 1,892 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 28%
Accurate And Undamaged Orders	Greater than 79%
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

“I Unfortunately had a very bad experience and this has put me off of ever using matalan direct. From a happy customer who in store buys great products I was extremely let down by the dining set I received. Out of 5 peices of furniture all 5 we're recieved in a damaged state! The table had a huge dent and 3 out of 4 chairs had evidence of being dragged along the warehouse floor and the other chair had finger nail marks in the plastic which appeared to have been carried out whilst the plastic was setting. As for the no quibble return policy I didn't realise no quibble means having to submit photographic evidence of damage. Fortunately for myself I was in the position to do so but what about the customers who aren't able to provide such evidence. I feel this is very misleading statement and perhaps matalan direct needs to reword this. Whilst all the call handlers are very polite and I can't fault their telephone manner it is clear they are reading from a manuscript and unfortunately this provides no resolution or reassurance for unhappy customers. Whilst I appreciate this is a new venture for matalan quality control should be made a key goal in order to maximise profit and make loyal happy customers. The product I recieved would never of been let out on the shop floor by why should I accept it delivered to my door in such state. As the website states all queries will be returned to in a 4 hour period it took nearly two weeks to receive my money back. The courier service also needs to be reviewed as their telephone manner and service provided was poor. I am so disappointed by this whole experience and I will not be using this website again.”

Helpful Report

Posted 9 years ago

Hello Kirsty, Firstly i would like to apologise in regards to your overall experience whilst placing this order as it seems that it has not been great which is unfortunate as we set very high standards for ourselves here at Matalandirect. In regards to chairs being damaged, again i can only apologise regarding this as we ensure that we only accept the highest quality of products from our supplier and the standard is again checked at our hub. Unfortunately on this occasion it seems as though the order was unfortunately damaged during transit this is something which we of course notified our courier service about and they always try to ensure that products are delivered in a satisfactory condition. As we of course replace any item which has been received as damaged, we do need to see photographic evidence as this tells us if it is a design fault/damage and also as proof so that if their is a pattern of similarly damaged items we can take this to the courier service/supplier. In some cases, you are correct in stating that some customers maybe unable to do this so, however if they contact us stating this, we would of course still be happy to book a collection and get the item returned. Your feedback is appreciated as we are a relatively new division so we are always looking for ways to improve so information such as what you have provided is very helpful.Hopefully this hasn't put you off shopping with us as we value all of our customers. Kind regards Tyrone

Posted 9 years ago

“DELIVERY OF PRODUCT WAS A SHAMBLES, I GAVE UP IN THE END & TOLD THEM NOT TO BOTHER. I NEVER RECEIVED THE PRODUCT & NOBODY FROM MATALAN DIRECT BOTHERED TO CONTACT ME TO FIND OUT WHAT THE PROBLEM WAS. AS MY BOOKS ARE WITH THE ACCOUNTANT, I DON'T KNOW WHETHER MY MONEY WAS REFUNDED, BUT I DOUBT IT.”

Helpful Report

Posted 9 years ago

“The box was very damaged when it arrived and in the box was 2 lots of paperwork from other items which I had not ordered and were other customers orders. I was very disappointed with the delivery service”

Helpful Report

Posted 9 years ago

“trying to get a delivery date was an impossible task.No problem with the product but the actual delivery is a nightmare”

Helpful Report

Posted 9 years ago

“I ordered a light fitting and it was due to be delivered by DPD on 22/03/16 .I waited in and it was not delivered and the courier made no contact with me.I rung Matalan customer services and spoke to a male advisor who said he'd make enquiries with their logistics dept and get back to me,he didnt. I then phoned back the next day and and spoke to Alice who did return my call but couldn't advise me of a delivery date or give any further information. I have recalled today and was advised that I should wait in until 5pm today as it was due for delivery,it hasn't arrived and I have wasted another day waiting in.I have requested a refund and after this experience I will never use Matalan direct again or recommend them to anyone.The customer service is very poor.”

Helpful Report

Posted 9 years ago

“I ordered 3 items which had a delivery estimate of 2 to 3 days. After 3 days I emailed customer services to find out where my goods were. Finally after 8 days my items arrived. I did not want one of the items as it was not suitable for my needs. I paid 9.99 for delivery but when I asked to return it they wanted to charge me 55.00. This is not clear on the website. I also assumed that I would be able to return any goods to my local Matalan store but instead need to deliver this to Bolton. They will only accept tracked items so I can't even take it back to Bolton myself. Which is after all only 120 miles away. My item to return is still sitting in my living room as I am now stuck for a courier over the Easter holidays. While the people in customer services are polite they did not resolve my problem. It has been an utter nightmare ordering from Matalan direct. Would never use them again. Really really poor experience and will be telling all my friends about it.”

Helpful Report

Posted 9 years ago

“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 10 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 10 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 10 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 10 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 10 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 10 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 10 years ago

Matalan is rated 3.6 based on 1,892 reviews