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

“I queued to pay for my goods in the line that you pay a member of staff, I waited a fair while for this only to be told if I was paying by card I could only pay at a self service till. I did not want to pay by self service, but apparently according to the member of staff this was the only way to pay by card was to serve myself. I do not wish to use a self-service till I do not wish to serve myself. I was told by the manager that this was a trial being done by Matalan if this is true and it becomes standard that you can only pay if you serve yourself, I will no longer be using the store”

Posted 1 month ago

“Self service tills are horrendous. Second time now I’ve missed a security tag on clothes for my holiday. A jacket I can’t ware. Last time is was a pain as I hadn’t my receipt. Now I’ll face it again when I get home. Last time I serve myself, they either do it for me or ll walk out leaving them to put it all back. Used to be good, wouldn’t care they are not even quicker as people fumble to find bar codes etc. Apparantly new owners after original owners sold up. Doomed to fail unless they get their act together.”

Posted 4 months ago

“receiving excellent service from sales assistant Sam at Killingworth Matalan on Monday the 12th of December. She helped me order an item using the Matalan app. As this item was out of stock in the store. However,I am so disappointed with the ongoing poor service that I have received. On the 20th of December I received an email saying, “ Your Click & Collect order - 56329551 is ready for you. It’s waiting for you at the KILLINGWORTH Matalan Store, and they can only hold on to it for 14 days.” I traveled to the store with my collection email. I was told that they didn’t have the item and would ring me. Unfortunately no one got back in touch with me. I rang the Matalan help line, I was told that the item had been delivered to the Killingworth store. I explained that I had been to the store and they were unable to find the order. I was then told that because the order had been lost, I would get a full refund. I then on the 21st of December got an email saying, “Just to let you know we’ve received your returned items and a refund has been created” This poor service has discouraged my wife and I from using the online app service. I could never recommend using the Matalan app to any of my friends or family.”

Posted 1 year ago

“Was in waterside, Londonderry store today and was really enjoying the sales. I had filled a large basket and then to be told there were no changing rooms as there wasn't enough staff. There wasn't anyone to put clothes back and maintain the changing rooms and they didn't know when they would be opened again. The staff were more than apologetic and I'm sure they were fed up people being angry at them. I was advised to buy my goods and return them if they didn't fit. This would have been acceptable but I was told that if you buy anything on sale it can't be returned only exchanged . This has really put me off shopping in matalan and would prefer to go to a shop and try something on before I buy it . 2 of my friends left their baskets and said sure someone has to put these away anyway ,what's the difference in them being in the changing rooms. Not a great experience 😕”

Posted 1 year ago

“I called into my revamped store in Washington Tyne and Wear. It used to have about 12 changing rooms for men and ladies now they have 3 for both sexes. The queue was massive. Then when I went to pay all the tills have been taken out only to be replaced with 2 self services till which again the queues were long. It was a hot day with no air condition on. Before if the queue was long they would put another till on. But this can be done now. The staff were trying there best to get everyone through but with only the self services till available theres not much they can do. I cant believe the new revamped store is worse. It will be a while before I will be going back.”

Posted 2 years ago

“Website chronically slow and keeps bombing out. Won't be using website again. Prefer to go instore.”

Posted 2 years ago

“I bought some black velvet leggings for £15:00. The leggings themselves are comfortable and fine but look what happened to my toilet seat after using it, when wearing the leggings! Sorry if a photo of a toilet causes offence but better than a thigh shot. I have tried bleach but the stain will not budge.”

Matalan 2 star review on 3rd November 2021

Posted 2 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 .”

Posted 2 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.”

Posted 2 years ago

“Broken spoon rest. Couldn’t be bothered sending back due to me having to pay the postage then wait for a refund. Not worth the effort. As they say, you learn your mistakes. Won’t order on-kind sgss as in from this company.”

Posted 3 years ago

“I don't want to leave bad reviews but this store sadly takes the cake. I'll explain why. 1) Over the past month I've ordered items 3 times and each time they've cancelled my order. Why have it listed on the website? if you haven't got the stock, say it. Highly annoying when it happens over and over again and you've no idea if the thing you bought has been bought or not. 2) Processing times are slow. You have to wait up to a week to find out anything about your order (Mine were cancelled 3 times, but i still had to wait nearly a week to find that out) On the pros side, they do fairly good sales and a decent selection of clothes it's just a shame they destroy their own rep by simply not having a website display the correct stock they have at the time of viewing like most other websites/stores.”

Posted 3 years ago

“I've had a Matalan card for year's and l have never ever received anything, in regards to offer's or birthday vouchers, in which you claim ! What's the point in having it ?”

Posted 3 years ago

“Dont trust matalens web site some descriptions are not right with photos, you get sent wrong items,cost you to send them back.”

Posted 3 years ago

“Really disappointed with the Christmas cards this year 3 for the price of 2, I have bought them for the last few years, this year no glitter on them, this I could see, but nothing on the box to say they were no verse on the in side and were black. Last years were really nice,”

Posted 3 years ago

“Today I had a very bad costumer service Romford Matalan.the staff rude careless, I went to collect my online delivery but I bought some clothes in tge store as well. I went to pay the woman in the check out she was rudly send me to self service not even lesson I want to collect as well . I payed the shop bought staff enter the desk click and collect side and I was waiting and waiting waiting look like im not exist . When finally she came and she told me why om not in the que !! I was told her you send me there dhe was rude and lazy because the shop it was empty !!!!”

Posted 3 years ago

“Visited Matalan (Bolton) this morning to buy school uniforms. All done & had what I wanted but the service at the tills was disappointing, 2 staff on with one shouting paying by card/ use the self service to the queue. I opted for the self service thinking this would be quicker to find that it scanned everything twice & assistant needed throughout. Called for help via button waited 10 mins, then the woman on the till said she can’t help she’s not trained!!!! Overall lesson learnt - queuing is inevitable.”

Posted 3 years ago

“Matalan cares more about making money than their employees health and wellfare”

Posted 4 years ago

“Visited at quiet time on a Friday morning. One worker on till whilst another stood chatting to them. We stood in queue whilst they finished their chat. Appalling customer service. Think some training is required”

Posted 4 years ago

“Ordered wooden relax letters and screws had come apart - letters were dirty and chipped at ends. Had to get my husband to screw back and paint edges. Just wrapping them in bubble wrap is not protective enough”

Posted 4 years ago

“Purchased Brogue boots (mens) look good, although the soles are paper thin and like walking with no shoes on so uncomfortable. Only worn once and think I may have to throw them.”

Posted 4 years ago

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Matalan is rated 3.6 based on 1,858 reviews