“Have sent several emails outlining poor service and not had a reply to any of them despite asking the email be escalated to a complaint ordered online a pair of shorts to be sent to Scarborough store they never arrived despite an email saying they had been dispatched waited a fortnight emailed first asking where are they ? Never received a reply then rang and was told there was a problem.... really? Wouldn't order them for me and send them for next day delivery "couldn't guarantee it " even though this was 9.30 in the morning cancelled order was promised an email confirming this still waiting ....that was the 21/07/17 didn't get refund until I sent another email on the 42/07/17 no email saying sorry nothing back at all very poor service”
“Even though the draw for £150 voucher expired over two months ago I will leave a review ????. I had seen the chair I wanted in my local Matalan, but it wasn't available online. I emailed one of your advisors ( Daniel ) for help and he managed to locate what I wanted in a very short time. He was extremely helpful and efficient. I would definitely use Matalan Direct again.”
“Will never shop or order online again ordered item for click and collect still waiting on an item which was ordered 19th July still not here and just automated emails back phoned twice still not sorted out.how hard can it be to dispatch item from your warehouse and deliver to your store very cross ex customer who spent a lot of money at your store.customer service staff need re training”
“The item you described on online was not the same as the item that was delivered to us. We called your call centre and was told that it was a replacement and was exactly the same. It was not the same as there was no aluminium content in the chairs that you delivered. We chose chairs with metal as all the others we had viewed in local storeswere just plastic and we wanted something stronger. We were given the option of returning free of charge but we needed immediate use of the chairs and we didn't want the bother of choosing further products from a nother source? We were then offered a small discount which we accepted. We did not notice until after that there was slight damage to one of the chairs!! Not a good experience but we settled for second best through exasperation. This was a long while ago so why have you waited so long to ask for our review?”
“I purchased two different sets of curtains, as I didn't know the timescale of delivery I called the number in the email to find out when I could expect them. I spoke to a Matalan colleague and they couldn't find my details with the reference I had given. After several calls and leaving feedback through the email link given I got a call back to establish that if I placed an order online - I should have picked option 1 (For furniture) instead of option 4 for Home Furnishings.
One set of the curtains, the right hand side one has a light line right through the middle of the fabric. As my experience prior took up 50 minutes of my time on several calls, I thought "Why should I go through more of an ordeal?" I will not purchase anything else online even though this is my ideal way of shopping. Very disappointed and extremely frustrating when you only wanted a basic update on an order.”
