“Was impressed by the services provided by Matalan Direct. Their online shopping experience and delivery service was top notch, I was kept well informed throughout.
Although I only bought a couple of items they were good quality and I would shop with them again.”
Hello Sandra, Thank you for your feedback. I'm sorry to hear of your dissatisfaction with your recent purchase, we try to ensure that all of our customers have a great experience when shopping with Matalan Direct. In regards to your delivery, we do typically advise 4-7 days for delivery however on occasion the process can take a little longer. Having looked into your order i can see that your order was placed on 19th May and delivered on 26th May which actually fits into our typical 4-7 day timescales. We understand that due to the nature of online shopping there will always be an element of customers returning items for various reasons, on this occasion you mentioned the quality was not as you expected. For this reason we do offer a 14 day returns policy whereby if our customers are unhappy with their purchase we can arrange for the item/s to be collected and issue a full refund, this also includes the original delivery charge. Please be aware that the collection charge attributed to the collection method is then deducted from your refund amount. We value your feedback Sandra and hope that your experience doesn't deter you from purchasing from Matalan Direct in the future. Kind regards Karl Burton Head of Customer Service Matalan Direct
“Unfortunately 1 item was badly damaged (which was obvious on outside packaging) and the 2nd item had lots of wrong bits, so the tall boy couldn't be made up .... Just as we moved house, when we needed the furniture!! Feeling Disappointed!!!”
Hello Wendy Thank you for your feedback, Its unfortunate to hear that you have received your parcel in a condition which, from your description, sound less than satisfactory. We aim to ensure our products are delivered in perfect condition however on this occasion its evident that we have seemingly fallen short of these expectations.For this i offer our sincere apologies. We are currently awaiting further correspondence in reference to your replacement products being delivered to you. kind regards Tyrone
“The website did not explain clear enough that my dining table could be bought on its own or as part of a set. I had to buy the chairs seperatly which ended up costing a lot. The table is cheap looking, and the colour wiped away with a disinfectant spray leaving white marks.”
Hello Janis Thank you for your feedback, We do provide a link in the product information section of our product page. Admittedly it could be slightly larger and clearer on the page, so rest assured this has been fed back to our content to team to review in order for this information to be easier to access. In regards to the quality of the product endevour to quality check as many orders as possible, however with the volumes passing through our distribution hub this is not possible on every occasion. We do however offer a 14 day returns policy to enable our customers to return items if they are dissatisfied or they have simply changed their mind. I have made contact in reference to the issues raised with the table and look forward to working with you to find a suitable resolution.
Kind regards
Tyrone
“I ordered a dining table and 4 chairs. I waited in all day as the delivery men could not give me a time. They eventually turned up at 5.30pm.
To add to this, the table we were given could not be assembled as fixtures were wrong. We are still waiting for our replacement to be delivered- two weeks later- I spent £398 for this. Very poor, would not use again!!”
Hello Shannon,
Thank you for your feedback.In regards to your delivery time, our courier service typically delivers between the hours of 9-5 however it seems as though unfortunately they were behind schedule on this occasion. My apologies for the inconvenience which this has evidently caused you, rest assured this information has been passed onto our delivery network in order to ensure incidents such as these do not occur again. Furthermore in regards to your replacement this issue has been escalated to our quality control team who will contact you this afternoon in order to get this situation resolved.Kind regards
Tyrone
“good introductory price but had to phone to see when order was arriving then just was told you would email details and advertised 3-5 days delivery mine came on 6th so better communication is required!”
Hello Tammy
Thank you for your email.We do typically advise 3-5 days for delivery however on this occasion, the timescale has unfortunately exceeded these expectations. My apologies for any inconvenience which this may have caused, as our courier service do try to adhere to these timescales however occasionally it does take slightly longer. We appreciate your feedback and its information such as this has lead to us increasing the amount of communication and it is currently something we are in the process of implementing.Kind Regards Tyrone
“didn't realise matalan did beds until we stumbled across it by accident you need to advertise more as prices are very competitive. very impressed with product and service. well done :)”
“Terrible communication. Online chat just stopped half way through the conversation. Called to get a delivery date. No delivery dates. Was it in stock? Yes.. Ok will it be a week? A month? We will email you when it's coming. But I need it now. 10 days later still no delivery. Can I have a refund? No reply! I'm still waiting for an answer or my sink and vanity unit.”
Hello Tonya
Thank you for your feedback, My apologies that their seems to have been a few issues regarding your ordering process. In reference the delivery timescales, we can only offer our timescales until the order has been picked up by our courier service and a delivery date has been confirmed. We typically advise 4-7 working days for an having looked into this i can see that you cancelled this on the 5th working day. Unfortunately it does take to the latter stages of these delivery estimations and this is something which has happened in this case.Furthermore in reference to our previous correspondence, i can also see that you order has been refunded now. My apologies that you have experienced dissatisfaction on this occasion we advise all customers to check delivery timescales prior to ordering to ensure that they are happy with the timescales provided.Kind Regards Tyrone
“The item purchased was not up to standard and sized incorrectly which means I had to go to the trouble of returning it.
I received an email telling me when the delivery would be if convenient but as I would be on holiday I asked for the date to be changed and left instructions where the item could be left if I was not in on that date. This email was totally ignored and I received 2 texts whilst abroad telling me they were delivering on the first date. Texts I had to pay for. On my return I found they had tried to deliver although they had had no ok answer from me to the texts and then the whole procedure started again with emails and dates. Not really impressed.”
“After looking at various bathroom retailers, shops and on the web, for me Matalan Direct came up tops. Lovely service all round from ordering to delivery and the quality of the bath, toilet , taps etc are great. My builder said how well made everything is made for the price and the over all finish is lovely. If we had bought anywhere else we would have paid a small fortune. Have had lots of lovely compliments. To say we are very pleased is a bit of an under statement at last we have a gorgeous dream bathroom. Well done and a big Thank You, Matalan.”
“I ordered a wee side table for my bedroom and the price was 55pounds Lovely just what I wanted but the sting in the tail was the delivery charge and it was three times the price of the drawers ? ? ? come on what on earth does your adverts do if you send the message that i got”
Hello Andrew,
Thanks for your feedback.
I appreciate your concern regarding our current remote area delivery costs.
Although we are aware that certain areas are not ordinarily classed as a remote area we are bound by the cost attributed to your area by our current logistics infrastructure .
We review our logistics operation on week to week basis and I'm sure it wont be long before we are able to offer much more competitive rates for all of our delivery methods in all parts of the UK.
I'm sorry that we are unable to offer you a more competitive rate at this time.
Kind regards,
Tyrone
“I really liked the fact that not only I got the item I wanted but the delivery was really precise! I loved the quality of the product and how easy the instructions were, THANK YOU MATALAN!!! Keep the excellent service and quality.”
“The doormat is good quality with lovely subtle colours. Flexible options on delivery ie where the item could be left etc which I appreciated. Would recommend.”
“1st toilet seat was broken on delivery, complaint was delt with quite quickly but when i went to collect 2nd one after receiving an email to say it was ready it wasn't there and have not had a reply to my email regarding this! Wont be ordering again.”
Hello Debbie,
Thanks for your feedback.
Having looked into your order I can see that unfortunately your initial order was damaged however this got resolved with a replacement seat being despatched. You mentioned there was no reply to your email, I am unable to locate a second email to hello@matalandirect.com which has lead me to the conclusion that it must have been sent to the courier service DPD. I have been in contact with DPD and i can confirm that your item will be back at the pick up shop at an estimated time of 2-3 days. Please accept our apologies for any inconvenience caused regarding this issue and your feedback has been passed onto our courier service to prevent reoccurrence.
Kind Regards
Tyrone
