Matalan Reviews

Name: Matalan
Rating: 3.59

3.6 Rating 1,867 Reviews

65 %

of reviewers recommend Matalan

3.6

Based on 1,867 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 29%
Accurate And Undamaged Orders	Greater than 79%
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

Anonymous

Anonymous // 01/01/2019

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“Abysmal customer service, wouldn’t even rate it 1 star. I ordered an item on 25th January 2021, was sent an email confirming my order and the money was taken from my account. Weeks went by and I received an email saying my item had been dispatched ... well we’re now nearly mid March and I haven’t received my item. I have emailed the customer service team several times (their phone lines are closed) only to get pitiful responses from their incompetent team. I got one email saying my item was missing and they couldn’t source it so she had sent the money back to me and it would appear in my account 3-5 days ... that was 11 days ago now and no refund. I am still waiting a response to my emails, an apology and my money back. Absolutely disgusted in their lack of service and that they would withhold people’s money in these difficult times”

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Posted 3 years ago

“Complete shambles will never shop at Matalan again, they have no clue as to where my order is and only sent 1 item from the delivery and saying all of it was delivered, am totally shocked at how rubbish they are, stay away from this clueless company!!”

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Posted 3 years ago

“41972507 Utter shambles. Do not shop with this company. They take your money and then don't deliver all the goods. When you complain you get conflicting messages telling you it's on it's way whilst at the same time telling you it's already been delivered when it hasn't and you can prove it. Luckily for me it's only around £20 so it could have been a whole lot worse. Photo showing what was delivered and what was missing.”

Matalan 1 star review on 27th February 2021

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Posted 3 years ago

“#42001131 Matalan, what a load of rubbish online you are totally out of your depth. I placed an order for 6 items which was accepted and you emailed to say you would inform when despatched....received an email to say the boots could not be sent and you would credit me, so I went on your website to see if they were out of stock......and they were in stock so I ordered them again and paid p&p again......the boots came 1st out of the 2 orders, so I waited a few days and the second order came, but it was not the full order there were 2 items missing so I email cs to ask if they were to be sent separately as when you informed me it had been despatched it was the whole order. The next day i receive an email saying you have received my returned items........I DID NOT RETURN THE ITEMS you did not despatch them I still want the items, i have emailed you regarding this and my email must of gone into the matalan ethos because now you are ignoring my email........very poor cs when this is all over I will not be back as a customer I will take my money else where to a business that are more professional and actually give a good service when I spend my hard earned money with them. I wish I could of given minus 5 star review”

Helpful Report

Posted 3 years ago

“I have sent 14 emails to customer services as I haven't been refunded for 2 items I returned in the middle of January. They reply with template letters that don't address any issues I raise. I ordered goods online using a gift card and was told the refund would go back on the card. So far I've been told to travel out of my area during lockdown to visit my nearest store that's open for click and collect and get them to deal with it. Then I was told the refund was done and to contact my bank. Then I was told, sorry, it was refunded to the card. - But it wasn't. I then emailed saying the card obviously wasn't working as I was assured the refund was done but when I try to place an order I get a message saying the card has a £0.00 balance. I had a long reply - template letter - telling me I can use a gift card either online or instore. Thanks. Very useful - NOT!!! I agree with the person who said they think Matalan will be next to go bankrupt. I've also been told to phone various numbers when they quite happily publish the fact that no phones are being answered as they're too busy. They would reduce they're workload over 90% if they answered the questions and paid attention to detail. My issue could have been sorted in one email. I've just sent email 14 and counting. They're profits are down and the CEO puts it down to lockdown. He needs to open his eyes and look closer to home. His customer service department is a total disgrace.”

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Posted 3 years ago

“I returned goods bought online yesterday received an email today confirming items returned excellent service”

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Posted 3 years ago

“Am still waiting for a refund from October 2020.! Customer Service is non existent. Phone lines not accepting calls, automatic replies to emails, I even tried ‘snail mail’ to no avail. Shopping in store has always been excellent with pleasant, helpful staff, I will never shop online with Matalan again, am expecting this to be the next shop to go bankrupt. My advice is not to order from this company, you won’t see your goods or get a refund. Beware...”

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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 ?”

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Posted 3 years ago

“Good Service”

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Posted 3 years ago

“I bought 2 pairs of essential joggers, took hem up both then discovered 1 leg wider, side seam running down the front, wore one pair for a couple of days but they look terrible, about to throw them in the bin. Not happy.”

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Posted 3 years ago

“Ordered some items a couple of weeks ago, the package has just arrived. Two items that were in stock when we ordered them are missing and a black blouse has been replaced with a black jumper. Plus, the whole order was squashed into a bag that was far too small, like no care has been taken at all. We have ordered from Matalan many times (including during the pandemic) and have never experienced such shoddy service before . Reading through the other comments it sounds like they've replaced their warehouse staff with work experience kids who couldn't give a stuff. Will be shopping elsewhere in future.”

Helpful Report

Posted 3 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 3 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.”

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Posted 3 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.”

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Posted 3 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 3 years ago

“Ordered some slippers. Never arrived. Then got an email from Matalan saying I had returned them. They only refunded 3/4 of what I paid as they charge postage on returns. Phone line suspended and emails not answere. So angry!”

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Posted 3 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”

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Posted 3 years ago

“Not very happy with matalan, every time I order it’s all in stock then get a email to say some of the things out of stock, If I knew that to start with wouldn’t have ordered just to get one item pay postage then if not wanted for whatever reason then you have to pay postage back, , Fed up with it so not ordering again although I like their clothes,,”

Helpful Report

Posted 3 years ago

“Ordered and paid online for a product. Received an email 3 weeks later to confirm product has been dispatched to store and customer will be notified when it’s ready for click and collect. Emailed the customer service team to follow up on delivery status. Was informed that the store did not received the product and a refund would be made. Just to be clear - I’m more disappointed with the LACK OF COMMUNICATION by keeping me waiting in the dark. This will be my first and last time shopping online and in-store with Matalan.”

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Posted 3 years ago

“Ordered a sweater and completed an incorrect address by mistake. Called the customer service number - closed due to Covid )which after 10 months is totally unacceptable - if you’re taking money you can provide the service!). Sent an email to receive a reply ‘sorry due to system limitations this cannot be changed once ordered’ - beggars belief. Next retailer to go bust watch Thai space!”

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Posted 3 years ago

Matalan is rated 3.6 based on 1,867 reviews