“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.”
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
“Received sound advice over the phone before ordering online- very helpful.
One item missing and one item damaged when order arrived, however very quickly resolved and new goods arrived next day.
Superb advice and service. I'd recommend Matalan to anyone.”
“This was exactly what I wanted so that I could clean the shower drain from the top rather than going underneath. It arrived on time and well packaged thank you first class service.”
“Absolutlely brilliant service would defiantly recommend them quick delivery,packed very well excellent prices ,about to order again. Poole, dorset. Cazzy”
“Our order was despatched quickly but we had small problems with the delivery. To cut a long story short, the driver did not call ahead as requested and we almost had a 2nd failed delivery had we not jumped in the car immediately to rush home. It was a little stressful. However, I appreciate this problem occurred due to the delivery company, rather than Matalan Direct itself.
On a different note, I found Matalan Direct' prices extremely competitive and despite not needing it, found the returns policy of having the goods picked up from customers in case of a refund, very reassuring.
One of my items were found cheaper elsewhere and a quick email solved this immediately with the price match gauruntee that Matalan Bathroom offers.
Overall, a positive experience and I'd use again.”
“I've not fitted my shower screen yet due to still decorating my bathroom but the service and delivery time we're all excellent and great value for money.
Hopefully when fitted the shower screen will live up to expectations.”
“I am very satisfied with the product; the price which was very competative and the delivery service. We were out when delivered so got a phone call from the driver and agreed a safe place to leave the package.
Henry Preston”
“The quality of the taps are excellent. They look beautiful and go wonderfully well with the basins and the unit I bought for them to stand on. They arrived quickly and in good condition. They are very heavy which I think adds to the quality. I think they are extremely good value for money, and it is not very often I say that about a product. We have not fitted them yet, as other jobs are being finished off by the contractors first.
I would certainly recommend this product to anyone who wants to impress.”
