Matalan Reviews

Name: Matalan
Rating: 3.57

3.6 Rating 1,895 Reviews

64 %

of reviewers recommend Matalan

3.6

Based on 1,895 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 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

“Don't even deserve a 0 star. Items were not delivered to me but returned back without me requesting. Matalan has only sent email confirming refund for some of the items but the rest are missing. Contacted Hermes & was told that parcel has been sent back to the store. I have been sending emails continously with no response and calling but customer service is not available through the phone. This is unacceptable. At least respond back providing reasons as to why this is happening instead of responding back how due to COVID-19, it will take longer. Everyone is going through it and they do find the time even a minute to respond to customers instead of ignoring. Absolutely useless. DON'T WASTE TIME ON MATALAN.”

Helpful Report

Posted 5 years ago

Helpful Report

Posted 5 years ago

“I lost my money and time on the phone! Please don't return any item by post, if you did a purchase in store you can’t send them back by post (they don’t say anything like this on the website), you never will get your money back, after 2 emails and 3 phones calls, still can’t get a refund and they don’t know where’re the items even if I show them the packages was delivered on the 11 of June, the customer service is really bad, avoid this shop.”

Helpful Report

Posted 5 years ago

“If I could give zero stars I would!! I ordered five tops on 31st May,received them on 9th June kept one returned the other four on 1th June got proof of posting. Have still not received my refund of £40-50!! Sent two emails got automatic response, but no replyto either email.Tried phoning, got a recorded message then got cut off!! Your customer service is non exsistent, you take peoples money and go into hiding!! I will be taking this further if I don't get a response from you in the next 24 hours.”

Helpful Report

Posted 5 years ago

“I have sent items back on June 5th but had no response from matalan. I emailed and got an automated message, waited still nothing. Sent another message and they replied "things are taking longer because of covid" 14 days is what it's supposed to take for a refund! You received items on 11th June and it's now 9th July, still NO refund of £36. I've been into store twice! I feel robbed of my money. You are not even taking phone calls now. I will go to trading standards next as it's not on 😠”

Helpful Report

Posted 5 years ago

“Waited one month for order to be processed. Now had e-mail saying they are out of stock of all of the items. No wonder really, if it's taken them this long to even process it. Will not use this store again.”

Helpful Report

Posted 5 years ago

“Order confirmed 4th June. Still not been processed and its the 30th June. Very poor service, even in these difficult times. Will not use this store on line again.”

Helpful Report

Posted 5 years ago

“Sent a faulty item back on 3rd June, it’s now 29th June and despite 5 unanswered emails STILL no refund !! Absolutely appalling customer service, I will NEVER use Matalan again. They do not care at all about their customers and should learn from John Lewis whose customer service is excellent.”

Helpful Report

Posted 5 years ago

“Made an order in the evening on line, for two pair of track suit bottoms, realised after ordering I had entered wrong size, sent an e mail to customer services next morning asking if they could amend my order size from small to medium (have yet to receive a reply). Decided to telephone their customer service after a 25 minute wait on the telephone finally got through, ask if I could amend my order, was told once ordered they can’t make changes even though my order has not been dispatched yet. What was so difficult about this request. Get you act together Matalan”

Helpful Report

Posted 5 years ago

“Awful experience with customer service a couple of times ! Sent me the wrong colour suitcase... website says they will refund postage if incorrect dispatch. Customer Service told me to keep the suitcase for 2 MONTHS until the stores reopen!!!? What?! So your return policy on the website is lying then? Terrible customer service... kept putting me on hold and repeating over and over I’ve to keep the suitcase for 2 MONTHS UNTIL and then return to the shop”

Helpful Report

Posted 5 years ago

“Customer service non existent , ordered some jeans online supposed to be slim fit but looked like a pair of flares. Phoned someone in the office to see if the 14 day return still applies as obviously the shops are closed and couldn't return there , so had to take to post office to send back in tome for a refund at a cost to me of £9.00 . I phoned customer service to see if i would be refunded fo postage as its not my fault I couldn't take back to shop to be told they don't regund postage if the iyems aren't damaged or wrongly sent . Certainly will notbe using this shop again and will warn other freinds and family not to either”

Helpful Report

Posted 5 years ago

“Unprofessional with no customer service or care. After endless trying to get sense from those clearly lacking some, I finally was advised someone would be contacting me. However sadly yet again they’d misunderstood what was required. So with that I went back to them. I commented that someone had remarked that if they didn’t respond they’d in fact go to the store and damage stock items. I advised that I wouldn’t myself do something like that. Now from that I’ve been told that as I’ve implied or made a threat as far as Matalan are concerned the previous horrific service by Matalan is no longer a matter they’ll look into. You couldn’t make this rubbish up. Just a dinosaur in the retail world, and as such I look forward to their extinction.”

Helpful Report

Posted 5 years ago

“Do not use. You do not get all what your ordered. Emailed them to say I didn’t didn’t received all my items and no response. Please do not use”

Helpful Report

Posted 5 years ago

“Just arrived home purchase tankini the card attached to bottom of tankini says 10 the cotton label 12 not happy do not need another journey to matalan”

Helpful Report

Posted 5 years ago

“Was told my order would arrive in store on the 11th or earlier now the 13th and still waiting, why lie”

Helpful Report

Posted 5 years ago

“I got treat horrible a woman on a desk called steph wouldn't let me have my item as I told her I didn't get an email but I said I have a bank card or a state ment but she still wouldn't give me them as thay arrive”

Helpful Report

Posted 6 years ago

“Shocking experience with Head Office customer services. Even store staff exasperated by the inability of Head Office to ratify store decision. Seem to take an approach of "we don't believe you", so let's start from there. Absolutely clueless how to deal with customers. Head of their customers services seriously needs to understand the importance of people skills.”

Helpful Report

Posted 6 years ago

“Terrible experience! Dishonest and disrespectful towards customers. Don’t pay attention While working at till. The employees not trained how to deal with customers. I have been cheated recently by an employee on the till who didn’t returned my back. She kept talking with her colleagues while I was paying in cash and didn’t return the right amount of money back. She started arguing that she received £2.20 less than that was actually paid. She wasted my precious time in arguing and investigating. The manager investigating the camera for the recording but said that they couldn’t find the evidence though it’s clear in recording that u paid the full money I claimed. The only cause for all this dispute was the ignorance of the worker at till who was not attending the customer carefully and she didn’t focussed busy talking with her colleague. She didn’t count the total money paid to her and refused to give back the right amount due. It was my first time shopping at Matalan and it was terrible experience at Slough branch.”

Helpful Report

Posted 6 years ago

“I ordered online to be delivered to my local Blackburn store, the estimated delivery was 3-5 days. Needless to say I did not receive any contact from them. I called into the store to check if it had actually arrived. I was greeted by the most aggressive female store supervisor, who as I arrived was speaking to a member of her staff in a rude and aggressive manner. She told me that the item had not arrived and on three occasions tried to grab my mobile from me to view the email from Matalan. Completely unacceptable. I was then shocked to see that the item I had ordered were on display a d for sale in the store. The rude supervisor told me that I couldn't take one of these items and could not cancel the order until it arrived in the store. Tried to contact Matalan with no response I will never shop in a Matalan store or on line. Terrible service from both.”

Helpful Report

Posted 6 years ago

“Worst online customer service ever. Click and collect takes ages they don’t respond to emails either. I honestly would not recommend them”

Helpful Report

Posted 6 years ago

Matalan is rated 3.6 based on 1,895 reviews