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

“Online they are rubbish, aided and abetted by DPD Ordered - nothing happens, 5 days later an mail lands saying they have sent the order, and I'll get a mail after that and a text to say when it's in the store to collect. Nothing happens. I ring up "we'll open an investigation" Nothing happens. I ring again "It's been lost" they say "re-order" "Really???" I say "We'll send you a 20% discount voucher as an apology" Great, except their website doesn't recognise the voucher. So I drive to the store, pick an alternative suit, explain whats happened to the manageress who apologies, and gives me a 20% discount. In short, on-line they are rubbish, in the shop, helpful.”

Helpful Report

Posted 6 years ago

“Not an Online Company you can trust Of the two orders placed on line, neither have been delivered when they said they would be. The first order had a couple of items missing, however they were on the delivery note. This left me without the items I had paid for and no way to prove it didn’t receive them. A call to customer services didn’t help, so I had to cover the cost. Fast forward a couple of years and I have placed another order (I had forgotten my previous experience) for one item and has not been delivered. it’s in a black hole, no one knows where it is. A refund (in the form of gift cards) is only given when you return the goods that you have ordered. The cost of the items falls well below the cost of recovery through the court. The only real course of action is not to deal with them at all. If you do decide to place an order online, do it on the basis that you may not end up with the goods and out of pocket. Do not place an order believing that you will receive what you have paid for. It is obvious that Matalan do not have the necessary resources to provide an online service.”

Helpful Report

Posted 6 years ago

“I asked in the Macclesfield store when purchasing if I could return briefs if the matching bras did not fit and was told yes as long as labels, hangers still attached. The following day I returned the items to be told I had been given the wrong information and they were none returnable. I would not have bought if I had been given the correct information at the time of purchase! The Supervisor then found it very funny when I asked for his name and told me his name was Bob when actually it was Ash. Very poor!”

Helpful Report

Posted 6 years ago

“Bait and switch online scammers. When you place an order, they tell you it'll be sent in a few days. Then, days later they say they are low on stock and it will be a further delay. When you place an online order, expect to wait WEEKS for it to arrive. Or better yet, order from somewhere else.”

Helpful Report

Posted 6 years ago

“Waited ages in store and they couldn't find my parcel. Wont be using this service again! Could of saved more time and fuel just paying the extortionate postage rate!”

Helpful Report

Posted 6 years ago

“Online Order Placed an order online and thought it would be a better option to deliver to store for collection as I am at work all day. Placed order and received delivery date as the 6th which would make it a wait time of 7 days. Thought 7 days is rather long but went along with it as I could collect on the 7th Saturday not in work. So instructions said I would receive an email and sms to collect my package on the 6th sounds good. 6th arrives and passes and no email no sms so I ring up today 7th only to be told one of my items has arrived in store but you can not collect as the order is not complete the other item is delayed. I ask when it is going to arrive and am told should be around middle of next week. This is a first time I have used Matalan online and will be my last if I wanted to wait 2 weeks that would be fine but really these days online orders arrive next day in most cases or at least 3 days later. I can order from Germany and receive in 2 days,China free postage and get my parcel in 2 weeks. Matalan based up the road in Knowsley can not get my items to me and there warehouse is 30 minutes drive up the M62. Poor service.”

Helpful Report

Posted 6 years ago

“Ordered four frames on line. Said delivery within five working days, took seven, plus one frame damaged. Requested replacement rather than refund, but got refund anyway. They said they could not resend due to 'system restrictions'. In other words they didn't want to pay delivery costs, but I could reorder myself provided I was willing to pay the £3.95 postage. Well, they can have the other three unbroken frames back. Matalan is struggling if they can't get the basics of customer care right they'll go under - won't be a loss.”

Helpful Report

Posted 6 years ago

“My parcel has apparently gone missing!????????”

Helpful Report

Posted 6 years ago

“Appalling customer service - I ordered items which my daughter had asked for and when I picked the parcel up half were missing but I had no communication to say this was the case. Only upon contacting Matalan did they tell me they could not fulfil the order as they did not have enough stock!! An email communication to tell me this before I picked the parcel up would have been helpful! I am waiting on average 3 days before getting an email response even though this is an ongoing issue and this is still not resolved even though we are 2 weeks on! I will NEVER be ordering from this company again”

Helpful Report

Posted 6 years ago

“Lost my order, which was gift for someone. Called the call centre which is based abroad. Useless customer service. No idea how to deal with customers and very rude. They also cut you off on purpose.”

Helpful Report

Posted 6 years ago

“I recently purchased a matalan gift voucher for my brother in law for Christmas. He has now recently left my sister but matalan has said;I am not allowed a refund . I'm very angry with the so called Customer service.”

Helpful Report

Posted 6 years ago

“The new store seems to discriminate against disabled people, they are to be appluded for the disabled parking ( right outside the doors) BUT god forbid you need a shopping trolley ( to lean on ) these are situated in the shelter across the carpark???? ,The signage in the shop is misleading also,I complained to the manager, also to customer service at head office,I was met with the same athapy”

Helpful Report

Posted 6 years ago

“This should be zero stars. Online order total of £138.50 on 13/10/19 and paid a premium for next day delivery. None of the five items arrived next day but two on 16/10/19 and one 17/10/19. One is still outstanding. The customer helpline staff really could not care less (plainly rude IMHO) even though this is luggage for our holiday due imminently. Emailed Customer services asking for help......silence. Worst service I've ever had... really, no exaggeration. Very upset.”

Helpful Report

Posted 6 years ago

“Trying to phone Ayr store but was put through to central centre they said they could give me number but hey I didn’t have a pen . You just lost a sale Matalan”

Helpful Report

Posted 6 years ago

“Matalan's customer service is appealing. They never reply to your emails, you have the automated acknowledgement email that your query will be answered asap but this never happens. After waiting 5 days i had to call the customer care team. This happened 3x in two weeks. Chris Waterhouse at Bradford Mayo Avenue resolved the issue straight away and had professional customer service skills. And kept apologising for the delay and the issue that arised from there side. I would give him 5 stars strictly based on his professionalism. He also admitted have bad the online team were. Please note: my review is strictly based on customer care team online. Staff definately needs either retraining or replacing.”

Helpful Report

Posted 6 years ago

“Not happy at all! Warning people doing Christmas shopping!! Went to make a online purchase today. The website said the transaction didn’t go through however they proceed to take not one but two payments from me I didn’t receive a order number and when i called to tell them what happened they we’re rude, not helpful and told me to take it up with my bank. So basically i have been robbed. No money back money taken from me twice and nothing to show for it, absolutely disgusting! Needless to say i will not be using the website and will not be shopping at the store either if thats the way customers are treated. Everyone will know about this especially friends and family who usually shop there!!”

Helpful Report

Posted 6 years ago

“Shrewsbury store humiliated in front of customers and staff by the store manager I bought bathroom goods less than four weeks ago, they went rusty so I returned to the store with them. the store manager refused to refund offered an exchange or credit note, I asked if I could speak to customer service, was told yes but you won't understand them they are in Bulgaria !! (why do you have customer service in Bulgaria if they don’t speak English) I said that was fine though and could I use a phone as I had not got mine, I was refused, I am thinking how can this happen for a second time, then she said in front of the staff and customers, I remember you, you are the one (not lady) that brought back legging, I refused the return then because you had no receipt (I had my PayPal receipt) (it was the same person) I came out of the store shaking and upset, how can a manager speak to anyone this way, especially in front of other customers who were all watching along with the staff.”

Helpful Report

Posted 6 years ago

“I was unable to collect my click and collect order from the store. This was returned for refund on 5th of August. Still awaiting refund 13th September. Keep being told it is subject to an internal investigation.”

Helpful Report

Posted 6 years ago

“Very unhappy with the next day delivery service. I usually use the click and collect but as I needed the items in a rush, and have lots to do, I decided to pay the extra and use the next day service. However, I find I am at the mercy of the Hermes self employed delivery drivers, and in my area that means, young mums working after school pick up or students working after lectures or finally driven individuals hungry for extra cash who deliver parcels enroute to their “real” job. So as I type this I just might stand a change of getting my next day delivery by 4pm which I think is completely unacceptable. Royal Mail’s next day is before 1pm and I think that is a standard that is normal, so people can go about their lives, not be waiting around all day. Whilst I like Matalan really I do, I absolutely detest Hermes. So clearly I won’t be using this service again. Very very disappointed indeed.”

Helpful Report

Posted 6 years ago

“I bought a chair from Matalan online, when it was delivered it had no legs and was told that I had to carry the heavy chair back to the store and that they refused to organise for this to be uplifted. This is absolutely shocking customer service - I struggled taking the chair of the person who delivered it and expected to somehow get this into my car is bad.”

Helpful Report

Posted 6 years ago

Matalan is rated 3.6 based on 1,895 reviews