Matalan Reviews

Name: Matalan
Rating: 3.59

3.6 Rating 1,877 Reviews

65 %

of reviewers recommend Matalan

3.6

Based on 1,877 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 33%
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

“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 9 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 9 years ago

“ordered goods on Friday, was promised 'overnight service' - i.e expected delivery Tuesday latest, which was important as was in middle of project. goods did not arrive, and on Thursday I was told 'they were signed for on Wednesday'. They were taken back to delivery depot, and no one was advised. Very poor. cancelled order and arranged to buy elsewhere. Very poor customer care experience.”

Helpful Report

Posted 10 years ago

Hi Moshe, Sorry to learn of the problems that you have experienced with your order. The order that you placed on the 24th April was dispatched from our supplier on the 27th April, and scheduled for delivery on the 28th April. We aim to have our orders dispatched within 48 hours, and aim for delivery to take place between 3 – 5 working days. At the moment we are do not offer an ‘overnight service’. When your order was received at our local couriers depot, they discovered that the shower enclosure that you had ordered had been damaged. Rather than deliver a damaged order the couriers arranged for this to be sent back to our suppliers and a replacement would be arranged. This was sent back to our suppliers on the 29th April. We are constantly striving for improved communication between our logistical partners and ourselves, in this case we were not informed of any damage until our customer service team contacted our suppliers. Once we were aware of the damaged product we were able to get a replacement organised and would always aim for this to be received as soon as possible. We are constantly seeking ways of improving the services that we offer our customers, and from this will be raising some points within our team and with our partners. A full refund has been processed as requested. Please do not hesitate to contact us at Matalan Direct to discuss further. Kind regards, David

Posted 10 years ago

“Although this is a bad rating I have made an order with Matalan Direct but it was a gift for my grandson. Problems with delivery I am still in process of trying to have them dealt with satisfactorily and do so hope that will be overcome. Placing an order on line with Matalan Direct was very easy and very uncomplicated when problem solved will have no problem in doing another survey and telling you what my rating is then.”

Helpful Report

Posted 10 years ago

Hi Mrs Todd, We’re really sorry to hear that you and your grandson have had problems getting this order delivered. With our deliveries we do require our couriers to obtain a signed proof of delivery to confirm that the goods had been received in a good condition. Our couriers attempted to deliver your order on Wednesday 18th March, but this could not be completed, as no one was present at the delivery address. We understand that your grandson was unable to be present at the delivery address due to his ongoing work commitments, and you had provided us with an alternative contact on Thursday. These details were passed onto the courier service to update the driver, but the delivery had already been attempted that morning and was in the process of being returned to us. We have reprocessed the order and upgraded this to next day delivery to ensure that this is received as quickly as possible. We have informed the couriers that they must call at least an hour beforehand to ensure that somebody is available at the property. I trust your grandson will be happy with the products once they have arrive and can only apologise for the inconvenience that has been caused. We wish your grandson the very best for his upcoming exams. Regards, David

Posted 10 years ago

“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.”

Helpful Report

Posted 10 years ago

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

Posted 10 years ago

Matalan is rated 3.6 based on 1,877 reviews