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: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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

“No customer service available only non-helpful recorded message. I received a totally wrong order.Three emails later no response. Too easy to blame covid, they have closed all stores surely they can provide a decent customer service.”

Helpful Report

Posted 4 years ago

“To all of you complaining about the call center based in Bulgaria I have to say that we all are stressed daily because of your ridiculousness. As a worker there we have to deal with your awful british accent, indian accent, nigerian accent and many other accents. Do not judge where the call center is in, have a look at your own country since 80% are emigrants and british people (not all) are disrespectful, rude, non stop complaining, permanently unhappy and are all acting like the queen itself. Probably the worst nationality to work with. Try to be understanding, we are young, working for a very low salary, trying to pay for our studying fees, rent and basically living like animals for funny money dealing with your royalty asses DAILY, getting bossed around by managers, licking butts and apologizing for how dumb some clients are!!!!!!”

Helpful Report

Posted 5 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

“I feel from reading other comments and from my recent experience from shopping in Matalan it would be much better to do away with the self service tills. The assistant who was asking the waiting customers to move across to them was helpful but it causes confusion and customers were having to move around the different queues. It would be easier if that assistant had actually been serving. The till areas are too close especially during the current circumstances.Not the best idea in a clothes shop.Come on Matalan give people the service they want when shopping please.”

Helpful Report

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

“I ordered (order no. 41459277) a denim shirt from Matalan in January. Matalan sent me the WRONG shirt – totally different design and colour! After considerable trouble trying to contact them via email, I returned the shirt to them at my own cost. I asked for a refund of my return postage as it was MATALAN’s mistake that I was returning the shirt to them. They have refunded the cost of the shirt to me BUT NOT the return postage. They are ignoring my emails: no response whatsoever! I advise everyone NOT to buy anything from Matalan: as far as I am concerned they are THIEVES! Rubbish products and rubbish Customer Service. You have been warned!”

Helpful Report

Posted 4 years ago

“Am still waiting for a refund from October 2020. Online customer service is nonexistent, all email complaints have received automated replies. See TrustPilot for numerous similar issues. Customers are certainly not valued.”

Helpful Report

Posted 4 years ago

“If I could give a zero star I would I’ve ordered with matalan before and not had issues but this time after making a order containing clothes and crop tops for my daughter and myself over 2 weeks ago I’ve received nothing just emails to say they have dispatched the item but Hermes say they have not received it. There’s no customer service lines and lack of reply’s to emails I’ve yet to receive a refund or reply 🤬”

Helpful Report

Posted 4 years ago

“Order not arrived no tracking data available through Hermes. No customer service from Materlan. Going to claim via PayPal to get refunded. Avoid there are more professional companies to deal with”

Helpful Report

Posted 4 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

“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 5 years ago

“placed order for delivery on 22nd august - still waiting for delivery 9 working days later on 4th September. terrible service. Emails go unanswered, just an automated reply, the phone line for online orders (described as "our friendly customer service team") just cuts you off and if you choose "store" selection you are left listening to the on-hold music and being told "we know you are waiting" for over 5 mins (i gave up then). will never order from them again.”

Helpful Report

Posted 6 years ago

“Went to Beaumont leys Matalan Leicester, we asked a question about a voucher, before we knew it the store manager jumped into conversation, he was confrontational,rude, abrupt, Absolutely shocking service from someone who calls himself a manager, what an absolute joke of a store, never returning again. Terrible!”

Helpful Report

Posted 2 years ago

“It’s a shame I won’t be shopping at Matalans again as I know and like what I’m going to get. I will of course reconsider if you bring back real people at the checkouts.”

Helpful Report

Posted 3 years ago

“Well , as if you don’t know what people think about self service tills , I spent £150 in your Southport store ,, never again . Most of it is going back tomorrow , four items have tags on , a sales asst would have spotted this straight away ! It was the most stressful shopping experience I have ever had , and after forty years in retail I thought I’d seen it all ??!! I had to call the assistant over five times , no bar codes, wrong prices , etc etc , I had about thirty different items and it took thirty minutes to put through because I had to keep pressing the help button ,, then no carrier bags , then security tags on dresses when I got home ,,beyond fuming ,, Went into marks and Spencer’s and primark to finish my shopping and it was bliss ,,,in a pandemic when we are encouraged not to use cash , you’ve done the opposite ,, good job Matalan ,, said no one ever !”

Helpful Report

Posted 3 years ago

“Could I start by saying I hate self scanning machines. So very annoyed that Matalan have turned all their tills to self scanning machines. I was treated very badly by two members of your Corby branch today. I was told that I couldn't use the only till with a person on it because they don't take cards on that machine. On that occasion I was eventually served by a lovely lady. Today I was treated very badly by a young girl who talked at me and would not listen to me. She stomped off wouldn't give me her name. Another member of staff came over and said to me that she would ask me to leave if I abused her staff. I can assure you that I have two daughters of similar ages to the two shop assistant that I dealt with today and wouldn't want my daughter's to be abused by a customer. You lost a sale of over £150 in your Corby branch today. I would be more than happy for you to review the CCTV footage of my encounter today. Come on Matalan bring back manned tills and do some customer service training.”

Helpful Report

Posted 4 years ago

“In Your Boucher Road Store today the Till operator told me that I had to use The Self Check out Till’s ! if I wasn’t paying with cash ! she said her till didn’t take cards ! despite having a card reader clearly placed at the front of her till! I realise that the till operator was only following orders . I told her that I preferred to be served by a person not to mention the hygiene risks in the current Covid times as these tills are not sanitised / cleaned after each use ! So I left my carefully chosen items on the counter , what a waste of MY time it is A Mistake that I will not be repeating ! Are YOU listening to Your customers MATALAN !!!!! I would also Choose Zero Stars if it were available !!!!!”

Helpful Report

Posted 4 years ago

“Self service tills are very stressful . Eventually moved to a manned till which said cash only. However the lovely assistant said I could pay with a card. Bring back the human touch .”

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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”

Helpful Report

Posted 4 years ago

Matalan is rated 3.6 based on 1,882 reviews