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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Waiting a month for my order no response from customer service team. Poor customer service! The items clearly aren't coming and I can’t get a response from anyone to get a refund!!”

Helpful Report

Posted 3 years ago

“Ordered £46 of clothes. Went over £40 to get the promised free delivery. Have had 2 deliveries, only half of the items, and 2 are incorrect. They've taken money for these from my bank and charged me £4 postage. No response to emails. Worst online shopping experience I've had during this pandemic. Wont be doing it again.”

Helpful Report

Posted 3 years ago

“Rubbish company as per all the below 1 star reviews items ordered out of stock or take weeks to arrive. why is it showing as a 4.5 star company when you scroll below they are nearly all 1 star where doses the other 3.5 stars come from?”

Helpful Report

Posted 3 years ago

“Wouldnt bother ordering from matalan . They don’t arrive , and what ever does arrive isn’t what you ordered . Waste of time . Took over 5weeks to arrive and it wasn’t even in the correct size .”

Helpful Report

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.”

Helpful Report

Posted 3 years ago

“Absolute rubbish company waited over 4 weeks to be told my parcel had been sent out.4 days later its missing and they have issued me with a refund yet said it had got sent out.7 days later still waiting for my refund of nearly 60quid.my bank said there is no refund as it would have shown on there system liars”

Helpful Report

Posted 3 years ago

“Ordered an item for elderly shielding parent over a month ago Hermes tracking say it is out for delivery to the wrong address Hermes customer service a joke and no phone line for Matalan customer service No reply to 3 emails from Matalan Money went out off my bank straight away Very poor service even in these times Won’t shop there again”

Helpful Report

Posted 3 years ago

“3 to 5 days delivery is not true. Weeks later still not received items, unable to contact by phone as they've closed the phone lines, emails ignored. Read the comments on their Facebook posts before placing any orders... if you do order then pay with PayPal so you have a hope of getting a refund d”

Helpful Report

Posted 3 years ago

“Promise a delivery window but don’t stick to it. Impossible to contact by phone as they have suspended phone lines. Don’t answer e-mails. My advice is spend your money elsewhere.”

Helpful Report

Posted 3 years ago

“Ordered online and returned to local store on 5 March, no email received so contacted CS who confirmed items had been received and credit would be 14 days. Now 18 days later and no credit to my bank account”

Helpful Report

Posted 3 years ago

“IT Luggage Divinity Suitcase large size cost £55 to collect, although the money came out of my bank account, there is no receipt or any type of email to prove I can collect, in fact it’s like the product is only on “my bag” like it wasn’t paid. I really need the luggage urgently or my money back. There’s no phone line to contact as they use COVID as an excuse to close down the lines, there for there’s no answer to my complaint I lost my money and no luggage”

Helpful Report

Posted 3 years ago

“Click and Collect. Surely after several lockdowns you would have got the click and collect service down to a tee look at all other retailers for guidance. Waited outside St Helens store for 10 minutes knocking on door . Called number posted on the door . Could hear phone ringing in shop still waited further5 minutes before miserable shop attendant came .No smile no good afternoon nothing. And this is not the first time Dreadful service Never shop there again”

Helpful Report

Posted 3 years ago

“Unfortunately just like everyone else i only received half of my order and they took full payment. Thieves shamelessly ripping of customers! Dreadful experience spent quite a lot only to receive some of the goods, customer service lines not running convieniently emailed so many times to no replies wrote on facebook Instagram nothing took full payment and never sent items I have now taken this up with my bank that way but disgusted by Matalan dreadful experience real shame as always shopped here they took all the full payment exactly as someone else said I SUSPECT THEY ARE GOING BANKRUPT AND TAKING FRANKLY STEALING ALL THE MONEY THEY CAN FROM THEIR LOYAL CUSTOMERS ALONG THE WAY”

Helpful Report

Posted 3 years ago

“Myself and my wife have used the store for years, with no problems until recently. My wife made an order online, for four items of clothing. One of the items did not fit, so she returned it to the Waterlooville store on 02/03/21. After nine days, my wife returned to the same store to query the missing refund (not paid into our account). The staff member she dealt with was extremely unhelpful and generally rude in her manner. She insisted that it was our responsibility to pursue the refund with the Matalan head office and insisted there was nothing that she could do locally in-store. Eventually, the staff member reluctantly got the Manager to assist. The Manager checked the order details and assured my wife the payment would be in our account within the fourteen day returns window. It's now nearly three weeks and we are still chasing up our missing refund with no joy. The store have insisted they have refunded the item, yet no money has been paid into our account. We offered to take a bank statement to verify this but got no response.”

Helpful Report

Posted 3 years ago

“Over £100 worth of items ordered 4 weeks ago. No delivery. Chased numerous times through email and social media. They don't respond and you can't currently call as Matalan have closed their phone lines. Finally an email to say my package has been lost by the courier but instead of resending they are cancelling my order and will refund. The customer service is terrible. Why Matalan are spending budget in a TV sponsorship when they can't get the basics right is beyond me. This company needs to prioritise its spending!”

Helpful Report

Posted 3 years ago

“How can you order 3 large t shirts and a pair of child's size 1 Chelsea boots and only receive a pair of ladies size 7 high heel open sandals that you haven't ordered? No response off email complaint after 4 days. Anyone out there waiting for some sandals??”

Helpful Report

Posted 3 years ago

“I returned an order on the 1/3/21 and I’m still waiting for my refund been to the shop and all they say is that they have processed their part, can’t get any response from customer service which is what I was told to do”

Helpful Report

Posted 3 years ago

“After doing an order and checking reviews to see if there was any chance my order could come early, I was very worried to see so many bad reviews! However I had the complete opposite experience, no money was taken until the order went through and as they were unable to deliver the one item instead of refunding they only took payment for the items that they were providing in the order. My order came very fast and everything was in my order and I'm very happy to have done business with Matalan as usual the clothes are to a high standard and will definitely use them again thank you!”

Helpful Report

Posted 3 years ago

“Without a doubt this company have gone downhill badly! Ordered goods which were due to be delivered on or before 25 Feb by Hermes (that was the first red flag). Goods of course didn't arrive and untraceable, so then the inevitable delaying tactics and emails started. We are now on the 'let's try and get a refund' stage which has also passed the time estimates given. A complete shambles start to finish!”

Helpful Report

Posted 3 years ago

“Received my order delivered by Hermes, 3 of the items where smashed to pieces and one item was missing, I’ve emailed every day with my order number and have been totally ignored, I will never buy from Matalan again even when the stores reopen, I am disgusted with their customer service department. SHAME ON YOU MATALAN 😡”

Helpful Report

Posted 3 years ago

Matalan is rated 3.6 based on 1,867 reviews