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Matalan Reviews

3.6 Rating 1,858 Reviews

65 %

of reviewers recommend Matalan

Company Reviews

Product Reviews

3.6

Based on 1,858 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 26%
Accurate And Undamaged Orders	Greater than 78%
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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Matalan 1 star review on 19th October 2022

Matalan 1 star review on 19th October 2022

Matalan 2 star review on 3rd November 2021

Matalan 1 star review on 18th June 2021

Matalan 1 star review on 9th June 2021

Matalan 1 star review on 29th April 2021

Matalan 1 star review on 29th April 2021

25

Anonymous

Anonymous // 01/01/2019

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

“Don’t order online, they use third party suppliers and you won’t be able to return if it’s wrong. 40 minutes on phone with them telling me they have to contact supplier even though they’ve sent me the wrong colour and I’ve uploaded a photo that they’ve seen to show the colour discrepancy. Never heard anything like it, aliexpress is better”

Posted 1 week ago

“I ordered 8 items of women's clothing on line, they were delivered in 3 separate packages from 3 different companies. Only one item is suitable, the others are all too big and its not because I ordered the wrong sizes. The sizing of a lot of items of women's clothing sold my Matalan is way out one way or another. One of the items is to be returned separately and not to the store and "should only be sent back using the pre-paid label provided". No pre-paid label was provided and no address is given on the delivery slip. Going on line to try to resolve this has proved unsuccessful and I'd like to know what I'm supposed to do now?”

Posted 2 weeks ago

“I am really sad. I am well and truly over matalan clothing. I remember when I used to be so excited to buy clothes from Matalan, unfortunately not any more! I initially thought it was a faze of selling really unfashionable and ugly clothing.. but the more I look the more I am thinking, which delusional person is choosing these ladies items! Please, who is in charge of this distribution!! What has happened to this once vibrant and beautifully fashionable female clothing.”

Posted 2 weeks ago

“got kicked out of the store for no reason we came in as a group and a woman came up to us and asked us to leave and we done nothing wrong and she kicked us out for no reason and a lady came in at the same time and was spoke to us and said it was not right for us to be kicked out”

Posted 3 months ago

“Matalan is actually a store that I like. I go to Matalana often because it's close to my house. I was very sad when I went on December 27th. While I was looking at the clothes on the hangers, a few price tags fell to the floor. I couldn't bend down to pick it up because I had back pain for a while. Not only the clothes but also the tags had fallen off. That's why I didn't care. At that moment, a female employee who was organizing the aisle came to me and said a few unpleasant sentences to me. I couldn't answer because my English wasn't very good. But I was very sad. After all, I didn't damage the clothes. I'm very undecided about coming to matalan now.”

Posted 3 months ago

“Tried by 2 Dresses on line. Would not let me use 25% of Voucher. Said you can pick up from 200 stores well it would not let me get delivery frim Leytonstone store so have to pay Dellivery. complained they do not care.”

Posted 4 months ago

“As embarrassing as this is I feel I have to share my experience of one member of staff and management in Matalan Hayes yesterday evening. I am sorry to say I have an incontinence problem which means I need to get to a toilet urgently when it comes on. I try understandably not to broadcast this in normal circumstances. When I went in the store I was perfectly fine. I had two baby hats I wanted to exchange not in a bag but visibly on show. I paid £7.50 approximately for them in Bracknell as part of a larger purchase. Armed with the receipt I immediately approached a female member of staff who was standing near the door. I had both hats in my hand and I informed her I wanted to exchange them. Not sure why I would have done that if I was a thief. She told me that was fine and to choose the item I wanted and take it to the pay desk. I went to the baby section and as I was looking it came on. I went to the lady still with the hats on show and asked if I could please use the toilet as I had started to mess myself. She told me they were not allowed to let customers use their toilets. I asked her where I could go and she said she didn't know that there might be a cafe over the road. I decided stupidly to try to manage it and went back to the baby section to try to finish what I was doing and not have to come back. It got far worse. I went back to her with the hats on show and pretty much begged her to use the toilet. The same answer came and she didn't know where the toilet was. I was embarrassed and in a humiliating situation. I went to walk out the door and she asked to see the receipt. She then started to say she hadn't seen me bring two hats in and went off with the receipt by which time I was shouting because I had now fully messed myself. She said she couldn't see the items on the receipt and was holding it up to the light while I had in the indignation of standing like this. I was shouting I have messed myself more than once. Another lady came and said leave it. I told the first lady I would be back to make a complaint. I went across the road to the working men's club and got no answer. I then turned to B&M and I actually thought as I was not buying anything there I wouldn't be allowed to use their toilet if they had one. I asked a man to help me in the store. He took me to the toilet. He was so nice. I had to dispose of my underwear and I smelt. I looked at the receipt and saw the two items at the top of the receipt. I went back into the store and approached the lady and said I wanted to make a complaint and she then turned round and said she was ever so sorry. I told her it was not good enough in the circumstances. I said that if she was that concerned she should have been so when I came in the store, that she could have held on to the hats while I found a toilet. She could have even gone to the toilet with me and stood outside and shown some compassion and humanity, or she could have taken the things to the counter when I entered. I asked for the address of the managing director. Instead I got the manager. I explained to him the situation and he said if I had gone to her when I came in then he would have a word with her. No sorry. He gave me an email address. That was it. I exchanged the items with the receipt. I left feeling absolutely distraught and in a mess. I have never been treated like a thief, been humiliated in such a way, felt dirty and the lowest of the low like this before. I share this because of how it has made me feel. What has it come to? Are we more interested in thieves than customers? Are staff not able to apply some commonsense. I was degraded on every level. Please don't come up with excuses. If other stores can treat people with dignity and respect as customers when you are not even using their store then why can't Matalan? I want a formal sincere apology at the very very least and a commitment to never let a situation like this ever happen to any other customer. I'm 65 years old. I have shopped at matalan for years and have spent a fair bit with you. If it was you, would you continue to do so? To add to this I contacted the customer service unit and read this out. The line I got was they didn't need to provide toilets. I also could not send the complaint by email as it said there were unsuitable words in it and they could not give me details for the managing director. No wonder you don't see bad reviews”

Posted 4 months ago

“Self service tills!!! Absolutely horrendous. These are not for the convenience of the customers. Totally stressful, spent ages having to search for hidden bar codes (multiple items bought), had to get assistance as it didn’t recognise my Matalan card, then again to prove I was over 18 because there was whisky in some truffles I had bought! Then it declined my card despite there being nothing wrong with it so it had to be processed through another card machine. One poor woman having to supervise numerous checkouts! Ruined what had been until then a pleasant morning. Total self service is not the way forward, not appropriate for the elderly, disabled, dyslexic, and probably a whole lot more. What the heck happened to genuine customer service when items would be handed over to a real human and all we had to do was pay?! I won’t be back!!”

Posted 5 months ago

“NO STARS !!! Awful service thought shop if any kind of service at all Very rude grumpy staff Self service machines need the bag option taken off paid for a bag only to have to ask for one then be told it’s not an option any longer after paying for one Had to waste time queuing up for a refund on the one manned till to be greeted by most miserable person on the planet”

Posted 5 months ago

“Very poor service at tills. No smile or courtesy from staff, no thank you. Not the first time either I've had 'no service ' in fact it's every time. Why am I even going back? Never again.”

Posted 6 months ago

“If I could give no stars I would. Customer care is customer don't care. I tripped in a pothole outside matalan And needed assistance with a chair and a drink which there wasn't any to help me as I felt pain. A report was filled out and I complained that there wasn't anything to help me in store. Customer don't care service turned it on me and said I declined all refreshments,a chair abd bandages.REALLY!!!! talk about gaslighting me.reversed on me.and I called several times so I can say that I wasn't lying And could someone ring me. 3 weeks on and I'm left as a liar. They really do not care.i csn never shop there again. No empathy. I was glad to get out of there yo get my own drink with my friend who was driving sbd lucky she was. One unhappy customer.”

Posted 6 months ago

“I made an order online, and it has been 6 working days and I hered nothing not even a call or email to what's been happening with my order I call customer service to here what's going on the customer service said that my item should be in store and I can go to the Matalan store to collect it because customer service took my order number I went to the store there was no order there which wasted my time, I call back the customer service with my order number they said I have to wait another 2 days which will be 11 days in total why should I wait that long for 1 item then I get a message saying my item is refunded, as long as I live I will not buy from Matalan store or online after all the years of buying from them YOU HAVE NOW LOST A CUSTOMER.”

Posted 8 months ago

“Stuck will a birthday present of a lovely item of clothing which is too big but because of the 14 day exchange policy they won’t change it for a smaller size, dreadful customer service, won’t bother with them again”

Posted 9 months ago

“Ordered several items to be delivered to Devon which was sent to me in Hampshire Tried to find a Phone number but That was useless im getting VeryFrusted”

Posted 10 months ago

“Absolutely shocking. Be very careful this store be it in person or online will steal from you. Bought item in sale. Store had closed changing rooms but failed to put up any signs or have staff at self checkout to tell people that their standard return policy had changed and sale goods were non refundable. Despite this would only give refund on a gift card. Then purchased online using gift card. Bought goods for ££60, paid £10 gift card and rest on credit card. Kept goods worth £20 so well in excess of gift card. When checked refund they had only returned £30 to card and £10 to gift card. Absolute rip off. Contacted them to which they vaguely referred to their T&Cs allowing them to do this. Checked T&C and they most certainly don’t. Since pointing this out Matalan has refused to respond to any further messages and won’t provide a postal address for a written complaint. This is basically outright theft. BE VERY CAREFUL BEFORE PURCHASING AS THEY APPEAR TO THINK UK LAW DOES NOT APPLY TO THEM.”

Posted 10 months 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!”

Posted 11 months ago

“I purchased 3 sets of bikinis for my holidays, one set the stitching broke on the first time of wearng, the 2nd set went all saggy went it got wet, I didn't bother wearing the last set, on my return from my holidays I went back to complain and get a refund on the goods but was refused as 14 days had passed. My advice to prospective shoppers is to shop elsewhere, poor quality and disappointing service.”

Posted 11 months ago

“Bad experience doesn't count it !! its the 3rd time that my parcel as got lost in transit for a click and collect .. its been 10 days now and i still haven't had a refund. i have to keep ringing up and they tell me the same thing. i RECOMMEND YOU GO TO SHOP AND DONT ORDER ON LINE ... I WILL ONCE I FINALLY GET ME REFUND !! AFTER NUMEROUS CALLS”

Posted 11 months ago

“Terrible customer service and returns policy”

Posted 1 year ago

“Terrible service in Livingston at the checkouts. We waited a full 5 minutes for someone to come after we pressed the `Help` button, then we waited another full 5 minutes after our card was not accepted. This was a full 10 minutes, despite 3 staff at the tills. admittedly only 1 of them stood like a showroom dummy. We asked to speak with the manager and the checkout girl said she will `ask James to come down`. After yet another 5 minutes Mary arrived - but she did not identify herself to us as a Manager. She genuinely could have been the toilet cleaner pretending to be a manager. We don`t know. Naturally, she defended her staff and even told me " have you nothing better to do " when I told her I was going to put up a bad review. Highly unprofessional and rude to say such a thing to a customer.”

Posted 1 year ago

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Matalan is rated 3.6 based on 1,858 reviews