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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“Lovely items great value”

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Posted 5 years ago

“Online service is good”

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Posted 5 years ago

“Excellent service, delivery into their store within 3 days, customer service at their forfront at all times”

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Posted 5 years ago

“always happy to help ,nothing is too much trouble for the staff to help ,and if they don't have it in there store they will always ring one of there other stores to find it for me we;; done Matalan . ruth totton”

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Posted 5 years ago

“Ordered and paid online but when I went to collect my order I was told to stand in the long queues waiting to pay as there’s no dedicated click and collect staff! This was by the store manager!! Who by the way was folding jumpers! I queued for 15 minutes! I thought to whole point of click and collect was so stores could avoid these long queues! Very dissatisfied.”

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Posted 5 years ago

“I placed an order on 29th October for next day delivery and I still haven’t received it, I haven’t even had a dispatch email. I have emailed and phoned several times about this and have been told that nothing can be done with my order as it has been escalated for investigation, this escalation happened over a week ago and I have still had no response, when I phoned to query why I couldn’t have my order sent out while they were investigation the problem the advisor told me he couldn’t give me that information. The customer service from most of the staff has been non existent.”

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Posted 5 years ago

“Good quality cheap prices.”

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Posted 5 years ago

“I ordered some items from Matalan on the 1/11/18, it said that it would take 3-5 days to receive the items. When I hadn't received them I emailed to receive an automated response back, so I waited and then emailed again. When I still hadn't received the parcel I called Customer service, to be told that my parcel had been damaged in transit and that they had taken it back. This was two weeks after I ordered and no refund had been processed. I asked why I hadn't been contacted or refunded and they had no answer for this. I then asked them to resend me out the order and they said they were unable to do this but that they would now process the refund. I have never had such bad customer service. What is the point of a customer service team if they cant actually process anything. I then said that if I had to reorder these items then I should be given the delivery charge back as a gesture of goodwill. They said that they would give me a online voucher, which obviously guarantees that I shop with them again! I wouldn't shop with them again if they paid me, as this is not the first time I have had this experience with Matalan. This happened to me last year too. I should have learnt my lesson.”

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Posted 6 years ago

“I ordered 6 pasta bowls and when they they arrived 3 were completely shattered and I’m not sure about the integrity of the other 3 due to the severity of the damage. I rang customer service and requested a replacement set to be sent out but this was declined as I was told the system didn’t allow it. I can’t understand why not as they have a shopping online system. The bowl were damaged it wasn’t that I had changed my mind and was returning the item. I was told I had to package them up and post them back. I was offered a refund on the 3 broken, I ordered a set of 6, 3 is no use as I need the number so I have bowls to allow me to use the dishwasher. If you buy 6 you expect 6 I was offered a good will gesture of a 20% voucher!!!!! Hardly a good will gesture I have to spend more money to get a measly 20% off! I found this an insult and very poor customer service. If you order something and it’s damaged you expect it it to be replaced. I was told my issue was being passed to head office.. However, I’ve not not heard from them. Absolutely appalling customer service at all levels”

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Posted 6 years ago

“Valued & happy as Shanice (hope it's spelt right) was so helpful, first going into the Stockton to check for an item & then ringing around & getting another store to put the item by for me.”

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Posted 6 years ago

“Went to matalan mount pleasant hull this morning,very disappointed to say the least,30 people queing and 3 on tills, several people left the que, one lady having several items in trolley but got sick of waiting so walked out,as did 4 others, get your act together you are losing customers, I myself got served after 30 minutes wait far to long,😡”

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Posted 6 years ago

“Just shopped at matalan mount pleasent hull I was waiting in the queue for 30min 3 customers left the queue so you lost a lot of custom they had a lot of items. There were 3 on the till it is a bust time now I was very disappointed I have never had to wait that long before and I shop a lot at matalan very disappointed customer”

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Posted 6 years ago

“On line order placed to be delivered to local store - dispatch email rec and no goods - it took me to call them nearly 20 mins on phone to find out apparently the Camberley store refused my delivery ?? Really - now i have called they will process a refund that will take up to 5 days .... they advised i can go on line and reorder .. Guess what ... ITEMS NO LONGER AVAILABLE " - Have been a loyal customer for many years and the unhelpful customer services i received today i will never but from them again no matter how good there prices are”

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Posted 6 years ago

“Good selection of clothing. Good quality items when they arrived. Easy to return. Overall good service!”

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Posted 6 years ago

“There online click and collect is so easy and the staff are so helpful”

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Posted 6 years ago

“Good selection, good prices, and a pleasant atmosphere inside store”

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Posted 6 years ago

“Assistants are mostly happy and cheery. A smile makes all the difference.”

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Posted 6 years ago

“Shocking experience with Matalan customer services online. 4 weeks and still trying to eat a refund for a top that all stitching came loose after wearing once. Numerous emails, photos, descriptions etc sent as they can’t keep track of a simple complaint. Tried sending me £15 vouchers instead of refunding the full value. Annoyed is an understatement”

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Posted 6 years ago

“Only received part of my order from click and collect. The other items never arrived. Had to fight for a refund which I'm still waiting for and it's been over 3 weeks. I will never step foot in mataland again.”

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Posted 6 years ago

“On a Sunday afternoon the Stockport store was terribly understaffed. I needed school shoes for my little one and there were no assistants to help. On top of this the queue was unbearably long. 3 cashiers with atleast 25 people queuing. I decided not to purchase from there and left the shop.”

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Posted 6 years ago

Matalan is rated 3.6 based on 1,867 reviews