Matalan Reviews

Name: Matalan
Rating: 3.59

3.6 Rating 1,871 Reviews

65 %

of reviewers recommend Matalan

3.6

Based on 1,871 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 31%
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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“Order arrived very quickly and does exactly what we wanted for a minimal price!”

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Posted 8 years ago

“Curtains very lightweight, don't hang very well but delivery service great”

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Posted 8 years ago

“I ordered a small rug from Matalan for my hall & I am extremely pleased with it. It is quite thick & the perfect size. Before ordering I was thinking if I don't like it I can return it, but I am definitely keeping it.”

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Posted 8 years ago

“Delivery very poor, only use if you want a surprise rude early morning wake up call. When the rug was first delivered it was before 7.00 am, notice of delivery time not given. Upon inspection of rug there were a number of hard black marks along the stripes. Really not impressed being woken up at 6.36 this morning for the collection of the faulty rug, I have two school aged children whose sleep was disturbed. No notice was given by yourselves, even though I have asked on numerous occasions for a date for the collection of the faulty rug. I am extremely close to cancelling the order of the replacement and asking for a full refund due to the poor delivery service. I trust I will not get an early wake up call for this final delivery.”

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Posted 8 years ago

Hello Sarah, Thank you for your feedback, It is unfortunate to hear that you were contacted this early morning in regards to receiving your parcel. Our courier service aims to contact people between the hours of 9-5 and this occasion which i can only assume was an isolated incident.My apologies for this however and we have passed this information on to our couriers to ensure that this does not happen again.We value all of our customers, we appreciate the feedback and we will do our utmost to ensure you have a better experience next time you shop with us. Kind Regards Tyrone

Posted 8 years ago

“I ordered three items of furniture but only two turned up. It took a while for the third item to arrive after a mix-up between Matalan and the courier. It was annoying at the time but Matalan kept me informed which eased the 'pain'. The furniture is great and I would certainly order from them again.”

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Posted 8 years ago

“Great quality chairs and look amazing, half price in the sale! Very fast delivery which we re-arranged to suit us, arrived in perfect condition.”

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Posted 8 years ago

“Took too long to get the rugs and when they came they were so small and not worth the money.”

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Posted 8 years ago

Good Afternoon Carol, Firstly I'm sorry to hear of your dissatisfaction. In terms of the delivery timescales, having looked into your order I can see that your delivery was made within the advised typical delivery timescales of 4-7 days. We try to be as transparent as possible with delivery timescales to ensure we meet our customers expectations. Likewise with the sizes and specifications of the items themselves which are clearly advertised on our listings. We understand that on occasion our customers may not be satisfied with our products and have a 14 day returns policy in place for this reason. I hope that this explanation has alleviated your concerns, however if you have any further questions i would be happy to give you a call or alternative call us on 0333 344 3177. Kind Regards Tyrone

Posted 8 years ago

“Having purchased my product, I received my confirmation e-mail. There was no purchase order number and no estimated time of delivery. I highlighted this when I contacted Matalan online services and they were happy to take these criticisms on board. Other than that, the process of ordering, quality of product, value for money and delivery were good. Happy customer.”

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Posted 8 years ago

Hello Steve Thank you for your feedback, In regards to your order number we do try to ensure that as much information as possible is given in our confirmation and the order number is included within this. It is usually located at the top of order and it is the number known as MATDIR, however it is understandable how this may be overlooked. However the feedback from the live chat which you had was indeed passed onto our content team and we duly appreciate this as we are always looking for ways to improve our service. Kind Regards Tyrone

Posted 8 years ago

“Very pleased with the doormats that I ordered exactly what I wanted and nice patterns.Delivery was a bit slow,but package was left exactly where I asked it to be as I was out.”

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Posted 8 years ago

Hello Elizabeth Thank you for you feedback, its great to see that you were overall impressed with our service. In regards to the delivery timescales we do typically advise 4-7 working days for delivery on the products which you ordered, sometimes unfortunately it does take up until the 7th day which seems to be the case on your order. As we progress and grow as a business our aim is to reduce this timescale and eventually provide a next day service, so feedback such as this is always appreciated. Thank you for your comments and i hope you enjoy your purchase! Kind regards Tyrone

Posted 8 years ago

“Product colour not as expected. Delivery a complete nightmare. Had to see if it was at the depot, as it was not where DPD said it was ever!”

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Posted 8 years ago

Hello Amanda It's unfortunate to hear about your dissatisfaction regarding your ordering process. On this occasion due to the delivery address being a commercial address, our courier service did indeed encounter issue whilst trying to deliver you parcel. This has unfortunately lead to a delay in you receiving your parcel.I can only apologise that this has occurred and we will of course try to ensure that incidents such as this do not happen in future. We understand that on occasion our customers would like to return items as it is not to their taste, this is why we have in place our 14 day returns policy. Kind Regards Tyrone

Posted 8 years ago

“Matalan home products are consistently good - good design, style and great wear. My 'Muddle Mats' are in place and looking and feeling great.”

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Posted 8 years ago

“Excellent service during replacement for faulty item. Quick delivery and very friendly staff.”

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Posted 8 years ago

“Ordered a new unit 3 weeks ago and still not arrived but the money been taken from my account, phoned 3 times and been informed that they don't know we're it is ! But they will track it down and phone me back , still waiting for that call , 3 times they promised to get back to me but never bothered , what a disgrace , don't ever buy online off this 2 bit outfit.”

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Posted 8 years ago

“Never received my order”

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Posted 8 years ago

Hello Hayley, Firstly i would like to apologise regarding the fact that you have still not received your product. Having looked into your account it seems as delivery issues arose from the address being a commercial property and they were unable to successfully deliver this the first time. I have attempted to call you and left a voicemail in order for us to get this situation resolved for you. We value all of our customers so we will of course do our best to ensure that this is gets sorted as soon as possible. Kind Regards Tyrone

Posted 8 years ago

“I was very pleased with the delivery and service but I ordered the wrong size and did not know how to return them. My own fault .”

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Posted 8 years ago

Hello Julie Thank you for your feedback, It is unfortunate to hear that the rug you ordered is not an ideal, it is for situations such as these why we have our 14 day returns policy. If the product is simply not to your taste or doesn't go with the decor or of your room we would be happy to get a collection booked for you and get you a new,more suitable one sent out. Simply send an email to Hello@matalandirect.com or give us a call on 0333 344 3177 and we would be happy to get this done for you if this situation arises in future. Kind Regards Tyrone

Posted 8 years ago

“Good service and good value for money”

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Posted 8 years ago

“Brilliant value for money, but the delivery lets them down. I waited over 2weeks for my rug to be delivered, which I believe to be way to long. On the plus side though, the delivery guy's were brilliant.”

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Posted 8 years ago

“Straight forward, easy to order, delivered on time by courteous driver, goods well wrapoed and in pristine condition. Job done!”

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Posted 8 years ago

“The parcel arrived as promised. The quality of the Rug is really very good, I thought the Rug would have been compromised because of the price but I wasn't disappointed! I would certainly buy from Matalan again!”

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Posted 8 years ago

“The product - a rug - was an excellent product, at a very good price. Delivery and service was good. Recommended”

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Posted 8 years ago

Matalan is rated 3.6 based on 1,871 reviews