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

“Matalan sent me a 20% discount code that included 'Home' items, apart from furniture. I ordered a light online and it wouldn't let me apply the discount code. I complained on Trust Pilot and had a response from Matalan, who said that 'home' items are not included in the discount. WRONG. I have the discount card to prove it. Check your promotions Matalan and then think how you are going to wriggle out of dealing with loads of people who try the codes to buy homewares... This is a con out and out and Matalan should be aware of the terms of their own promotions. Why are they saying that this latest promotion does not include homeware, when clearly is DOES, apart from a very few exclusions, such as furniture...? I am not happy with Matalan's response and lack of clarity or fairness on this issue.”

Helpful Report

Posted 4 years ago

“Illegally took £96 from my account for an order I never placed and never received. 1 week later n still no refund ! Reported as a fraud. These are a VERY dishonest company”

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Posted 4 years ago

“Went to Matalan and purchased a cardigan,one week later received a parking fine for £100. The parking machines all had covers over them(I believe these were the old machines covered up to make you think parking was free)As a result I won’t be shopping at Matalan again.”

Helpful Report

Posted 4 years ago

“Bought a gold bracelet approx 2 weeks ago. I've only worn it a handful of times but the elastic is already fraying and about to break, so I can't wear it anymore unless I can find a way to fix it. Poor quality.”

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Posted 4 years ago

“Discovered today they had only self-service tills - can’t use your card at the only staffed till. Sod that Matalan, I won’t be back. Queues were huge, everyone was struggling to use the tills and getting flustered. Clothes shopping is meant to be enjoyable, not stressful or humiliating. No point avoiding buying online if this is how it is when you shop in person.”

Helpful Report

Posted 4 years ago

“The self service tills don't seem particularly covid safe, I tried to point the barcodes at the scanner but to make it work I would need to pick up the hand scanner - which would have been handled by customer after customer all day. Health and safety? Self scanners are taking jobs away from local people, a big no for me. I left the goods at the till. I love Matalan goods but no thanks..Sort it out please Matalan.”

Helpful Report

Posted 4 years ago

“They cater for the smaller women, the very small section of clothes for the bigger lady isn't very nice. Frumpy, it's like they think we should cover up! Why can't all the clothes come in all the sizes? It's discrimination!!”

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Posted 4 years ago

“The self service tills didn't work properly. I have arthiritis in my hands and really struggled. The manned till had a very long queue. Feel sorry for the staff.”

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Posted 4 years ago

“Awful just awful won’t be using them again They have lost a customer”

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Posted 4 years ago

“Visited the store and after picking up a fair amount of clothes was confronted with self service check outs, if I had known I wouldn't have picked up so much I watched one young women struggling with a toddler and trying to scan, discard hangers and tags one handed, absolutely rediculous Very disappointed and I won't buy as much in future because although it's fairly good value I'm not interested in checking out my own items and prefer a service from a person not a faceless machine”

Helpful Report

Posted 4 years ago

“Sent the incorrect item. When I emailed to advise I am not happy to pay the postage costs to send the item back they told me to return it in store...This isn't a solution as you're still paying out in petrol/parking/public transport fares. Customer service poor and slow, no apology and no useful advice given.”

Helpful Report

Posted 4 years ago

“The clothes just fall apart! 1st time wearing P.J bottoms big hole appeared and T shirt today first time wearing has a big hole down the side where the stitching has come undone . The clothes are not fit for purpose . Even Primark has better quality . Clearly quality control has gone out of the window”

Matalan 1 star review on 29th April 2021

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Posted 4 years ago

“Absolutely disgusting service. No one gets back to you when you email. Sick of waiting for my refund. Told 3-4 days then 7 days then 14 days and I am still waiting.”

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Posted 4 years ago

“Directed to a self service checkout, nobody to help just a staff member directing you to use self service. I managed to leave the store with a security tag on a jacket - now I will have to return to have it removed. I do not go clothes shopping expecting it to end in such a despicable way. I want to be served by a human not a computer!”

Helpful Report

Posted 4 years ago

“Waited 3 weeks so far for my order that they claimed would be with me within 5 days. Sent 3 emails asking where my purchase is as I was unable to call customer service department because the lines are closed and still no response. An absolutely joke. ( 43478246 ) funny how they can reply through a review site but do not reply to three emails.”

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Posted 4 years ago

“visited today 25 april.. have not been there since end off last lockdown...it now appears that if you pay by card you will be forced to use the self serve tills??.. when last visited there were humans on the tills speedily working through the queues.. now there is one rude staff member pointing to the tills... if i was on my own i would have left the items there and walked out.. i do not go shopping so as i can pretend to be a customer service operative! Perhaps i should have arrived 1 hr before opening and put the broom over the store and maybe got some stock out on the hangers?.. what ever happened to customer service?.. i asked why this was so and was told this is how it is now?.. nothing to do with covid..just how they do things now...so if you want to be stuck behind queues off frustrated people being forced to use self service tills then this is the place for you......good luck,,and well done to mataland for turning a once bearable experience in to a nightmare to be avoided... 1/10”

Helpful Report

Posted 4 years ago

“Terrible customer service. They sent my wife a dress still with the security tag on. Tried ringing them, waste of time , they just do not answer. Sent their customer service an email. They replied that we should take it back to a click and collect store and get it removed. Excuse me but this was your fault and then you expect us to use our car in our time and our petrol to rectify their fault. No offer to send us a replacement dress and send the other one back. I sent them another email pointing this out to them but obviously they do not read the actual script as they simply offered us a 20% exclusive discount voucher , which incidentally they had already sent us one the previous day as being existing customers. I sent another email to their Managing Director ,Jason Hargreaves as well as customer services. Surprise, surprise get the same reply an exclusive 20% voucher ( one of which we have already received , remember). It is my opinion that this company are only interested in your money , they are not bothered about the service they provide and certainly are not bothered about their customer service. I would recommend that shoppers look elsewhere to other companies who value their customers . There are plenty of alternative companies out there who do value your custom. Use those before you part with your hard earned cash, you have a choice, use it wisely.”

Helpful Report

Posted 4 years ago

“Been twice to collect order. It says click and collect at any till Not true, I wanted to pay for something else by card, and was told I had to queue at self service, and then again in cash to click and collect. Confusing system, everyone hunched up in 2 queuing systems. Not good in these days of covid. Basically forcing you to pay cash if you want to purchase andclick and collect tosave queuing twice. Or to use self service till (which I hate, you do the work and people lose jobs) if you pay by card. Taking off tags yourself. I have arthritis and struggle using these tills. Supposed to be encouraging people to pay by card in these covid days. Self service tills are ok if you want to use them. Matalan are not giving you the choice, to have a cashier help and pay by card. Appalling customer service. You can get through Asda on a saturday morning with a huge trolley of groceries quicker than click and collect and a purchase at Matalan.”

Helpful Report

Posted 4 years ago

“Ordered a pair of trousers from Matalan and after 5 weeks still no items, contacted customer don't care department (online only so never answered any of my questions). When asking for refund was told I needed to provide my life story to get a PayPal refund. Cut a long story shorter opened PayPal case to get refund, NEVER AGAIN.”

Helpful Report

Posted 4 years ago

“I placed an order with Matalan on the 10th April, it has been with Hermes since the 13th and the tracking said they expected to deliver on the 14th but it has not left Hermes yet. Emails to Matalan are returning that they are experiencing delays and to be patient, but this is about a delay with Hermes, and I cannot get anyone to look into this. No phone services, email only and fobbed off every time. Very poor service. Do NOT order from them”

Matalan 1 star review on 21st April 2021

Helpful Report

Posted 4 years ago

Matalan is rated 3.6 based on 1,882 reviews