Matalan Reviews

Name: Matalan
Rating: 3.57

3.6 Rating 1,897 Reviews

64 %

of reviewers recommend Matalan

3.6

Based on 1,897 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 29%
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

“For my birthday i was given a gift card which i turned into a matalan gift card. I ordered items online but clothes were not great so i returned them this is where my troubles began, it took weeks to process the return and the ref7nd can only be issued to the gift card then i noticied from their emaild they had not processed the whole order then a few more weeks passed to get the whole order refunded, because my gift card was online i no longer had the log in details, i asked matalan customer service for advice they said they will issue me a new card and send to my address. I have been waiting since december and have tried 3 times to ask them what is going on and each time im told sorry a new card is on the way wait a couple of weeks. I feel sorry for anyone who uses a gift card here”

Helpful Report

Posted 3 weeks ago

“I am more than happy with the items I bought in the Rhyl store, the problem being we bought more than we originally intended due to all the special offers in store, when we got to checkout we were assured all the discounts are automatically taken off at till, on checking the receipt only one of the offers were taken off our bill, the staff treated me with disain for questioning the receipt but the first item was near till so young lady checked were I got my coat from and confirmed it was on a stand with all coats 25% sign in place so should have discount so refunded, then checked duvet and 2 other items so refunded those, then when we got outside to car noticed 2 more not reduced so went back in and refused to give discount so handed back for refund, asked to speak to manager and after a while came back with a woman and after telling her what happened asked me if I wanted to speak to manager ! ! I told her I had to go as I had been there half an hour after paying so would contact store direct, what a mistake, online help is awful if you can get someone to answer, after 5 weeks of back and forth got a reply about not helping me online and to return item to store - they don't even read messages so eventually telephoned, confirmed my number on their screen and 4 days later sent them a message to ask for retuen call, now a week later still no response - HAS TO BE THE WORST AND MOST IGNORANT CUSTOMER SERVICE EVER ! ! !”

Helpful Report

Posted 1 month ago

“Order received on 1 December 2025, returned via Evri on 3 December 2025 - took 7 emails, 2 phone calls and finally after being accused of not providing an Evri return receipt ...... which was sent via 7 emails and 1 customer service email got my refund! Informed verbally on the phone that I would receive a £10 e-voucher which never arrived, when I queried it via email, was actually asked for proof that this had been agreed...... Shocking customer service Matalan - would never shop at this store again!!”

Helpful Report

Posted 2 months ago

“The young manager in hunts cross seemed to be on a power trip. I went in thinking I could exchange a gift for a smaller size, apparently you need the receipt, fair enough if that's the store policy, but his attitude was awful, even the lady shop assistant looked embarrassed.”

Helpful Report

Posted 2 months ago

“I ordered a coat and jacket from Matalan online but wanted to return to the shop but told I couldn’t and had to return them via Evri to the manufacturer. Recorded the return through Evri and they were despatched but Evri failed to send me the return confirmation email. Now the parcel appears lost as not traceable and I am £126 out of pocket and despite numerous emails to Matalan and Evri you get nowhere.”

Helpful Report

Posted 3 months ago

“Placed an order for 3 fleece throws at a total cost of £56. First 2 delivered and when I opened them found the quality very very poor, about as thin as a towel then found the same items on sale in a pound shop @ 2 for £7, these 2 cost £36, so I sent them back. Now waiting for my refund. The 3rd fleece throw didn't arrive, instead I recieved a parcel containing a double duvet set addressed, on the invoice, to someone else though the lable is to me. Telephone atalan customer services who told me I would need to pay for the return of the wrong item and ONLY if they discovered that it was an error then I would be refunded. I told the woman I did not now want the order ( found the same item for half the price in another shop), to cancel the order and refund me. NO...WE WILL SEND OUT A REPLACEMENT. NO!!! IDO NOT WANT A REPLACEMENT I WANT A REFUND AND I WILL NEVER SHOP AT MATALAN AGAIN. Shocking service.”

Helpful Report

Posted 3 months ago

“Dreadful Customer Service, 14 days to refund an instant payment. Postage costs both ways. Poor quality of clothing, much better deals elsewhere.”

Helpful Report

Posted 4 months ago

“i bought a suitcase last month ! I got to the airport and the handle came away! not even used the suitcase! so i explained this to mataln when i was on holiday via chat and when i came back! i couldn't not find my receipt would they refund it or give me a credit note for the faulty suitcase that they sold me £70 ? no! i have never known a shop to not even go into the system to find the receipt when i have the date and time of my purchases plus my online banking proof. it would take a few minutes to go and search on a till. clearly not important to them to lose customers over something so simple to rectify! also i can't actually find a valid email address to complain to either !”

Helpful Report

Posted 4 months ago

“Tried for 2 days to return 2 items to Matalan. I used their Return Tool but despite entering the correct order number repeatedly got error message. They are not contactable by phone and Live Chat took a very long time to answer messages. Was finally told I could use Evri, (although I could not see anything on Matalan website that Evri can return items). The Evri link Live Chat sent didn't work. I took the parcel to a participating Parcel Shop which they accepted. I have very little confidence of obtaining money back on the returned items. I will not shop with Matalan again.”

Helpful Report

Posted 5 months ago

“Paid for next day delivery but it didn't show up. However the following day I had a parcel show up that had been opened and resealed. The items were missing and replaced with a pillow. Matalan are taking no responsibility for this. They aren't interested in my video footage or photos. Terrible company! Oh and you can't upload a photo on here....funny that! Rubbish!”

Helpful Report

Posted 6 months ago

“Kept my money Kept my money! Would not buy online and will not buy again. I am due a refund of nearly £100 for items I returned via Matalan's online portal, yes I had to pay extra to return as they don't offer free returns. After 2 months of battling this I have received £16.00, the customer service is disappointingly rude and obnoxious. The constant blame being out on the customer - I followed their process!”

Helpful Report

Posted 6 months ago

“Never received refund for returned online goods Tried all means to contact Matalan, was just told yo wait!!! Still waiting!!!”

Helpful Report

Posted 9 months ago

“I'm just at the till point in Rotherham doing a return. The member of staff Alicia has not spoken to me once whilst she's chewing her gum.she never called me over to the till, I had to guess which one she was to use! Not the service I would expect”

Helpful Report

Posted 9 months ago

“I am a disabled customer trying to get a suit for a funeral tomorrow but I can only contact a main number not individual store so I have to try to get to store to ask a question. In this day and age its appalling service”

Helpful Report

Posted 9 months ago

“Please don't do discrimination among customers. It doesn't suit a big brands.try to hire more professional salesperson who can understand English at least”

Helpful Report

Posted 9 months ago

“Ordered 4 dinner plates, only 3 delivered all broken Such a let down as any clothing items I order are always perfect”

Helpful Report

Posted 11 months ago

“Highland cow quilt cover poor quality ripped after being used twice”

Helpful Report

Posted 1 year ago

“Absolutely HORRENDOUS Experience Today In The Local Store After Doing some Shopping 4Days Ago One of the Articles Was The Wrong Size So I Thought Not A Problem Just Take it Back And Exchange It Not Asking For My money back Just An Exchange But I Had Misplaced My Receipt And Was Told No Receipt No Exchange Company Policy!!!!! I Am Fortunate Enough To Remember John The Founder From GREATY Market And Such a . Shame 🫠 To See John's Business Destroyed By Company Policy I Personally Will Never Shop in MATALN AGAIN. Due To My Company Policy R.I.P MATALIN. ie Product Was Unopened.”

Helpful Report

Posted 1 year ago

“Used Matalan online on Black Friday ordered to store. Chased goods 4 times eventually got told had to wait a further 48 hours for a reply. Never got a reply rang customer services for 5th time only to be told goods are no longer available and they would process me a refund within 7 days they have already had my money 10 days. This company should be fined for false advertising and taking money under false pretences. I went to the store to try to get my goods in store they had very similar goods at more expensive price but would not issue me a credit note and insisted I pay for my goods in full and get customer services at head office to do me a refund. Never have I ever used a company who cannot refund non receipt of goods or put a credit against more expensive goods. It’s no wonder these stores are closing!! I will never use this company again!!! Their customer services are terrible reading from a script and constantly apologising with no meaning it’s very irritating”

Helpful Report

Posted 1 year ago

“Placed a click and collect order order never turned up, it got dispatched but it never got dropped off at the store for collection ,got a refund will never use matlans click and collect again.”

Helpful Report

Posted 1 year ago

Matalan is rated 3.6 based on 1,897 reviews