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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“Never buy any undergarments from Matalan unless you are absolutely certain they will fit... body suit purchased and returned within the hour still on hanger poorly sewn together..... still has label and was not even removed feom hanger....”

Helpful Report

Posted 1 year 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.”

Helpful Report

Posted 1 year ago

“I ordered two jumpers on Friday and both arrived the following Monday delivered by Evri. They are excellent quality for the price and even came with free hangers! Amazing! As a new customer to Matalan I was surprised to read so many negative reviews! Maybe, I was lucky ... but, my experience was excellent!”

Helpful Report

Posted 1 year ago

“Shopping at your Rochdale Store, what a disgrace! Lots of products wrongly priced, in the wrong boxes/shelves. The floor was strewn with dirt as well as stock, in the ailes and under/between the fixtures. Not a great shopping experience!”

Helpful Report

Posted 1 year ago

“Ordered a dress for a funeral was really nice but still had the security tag attached, this happens a lot!”

Helpful Report

Posted 1 year ago

“I ordered two mens white thermal tee shirts and actually ended up with three ordinary tee shirts in black, white and grey. So not only did whoever put the order together get it wrong, I had the privilege of not only paying for the delivery but also paying to return something I didn't order to start with!! Not impressed!”

Helpful Report

Posted 1 year ago

“Ordered 17/11/22. No items and still waiting for money back. Three calls to chase. Just seen other reviews on here and sounds like common problem.”

Helpful Report

Posted 1 year ago

“I ordered Christmas gifts got email saying delivery 11th November never arrived after numerous emails and phone calls no results all I get is give it another 72 hours I’ve now asked for my money back girl said that’s fine will send you an email verify still no email this is an absolute joke I’m a pensioner and with cost of living I need that money back before I can get my gifts from somewhere else or my grandchildren are getting nothing from me this Christmas I’m at my wits end and stressed no end”

Helpful Report

Posted 1 year ago

“Don’t ever buy Virgin Experience Day vouchers from Matalan. I have been trying to return some, as unwanted, fir over a week. Being given the runaround. Told to return to a store, who wouldn’t accept them. Told me to contact customer services again. They have told me to return to store. Raised an issue with PayPal. Still no refund”

Helpful Report

Posted 1 year ago

“Missed 4 items from my order. Emailed matalan had no response for 4 weeks. I called them a total of 5 times to get my money for missing items. Not a good experience and would not be shopping online with matalan again.”

Helpful Report

Posted 1 year ago

“So disappointed by Matalan and their customer service. Goods promised for 4-6th Nov. Did not turn up and customer service had to be chased several times for any information regarding the order. Then they decided it was lost and they would issue a refund which then did not include the delivery charge. What a liberty. The goods never arrived and they then send you an email to say they are refunding your returned goods. I will not be ordering from them again nor going in store. Their customer service and attitude to customer service is way below an acceptable standard.”

Helpful Report

Posted 1 year ago

“I purchased some sale items in the Biggleswade store, I tried them on at home because they no longer have any fitting rooms. As the items didn't fit I returned them for a refund, I had paid using my debit card so I was expecting the refund to be put back on the debit card. They flatly refused to do this for me and issued the refund onto one of their gift cards, thus forcing me to return to the shop another time to spend what's on the card instore. So be aware if you buy any sale items here because they wont give you your money back if they don't fit. I will now only go back once more to spend the gift card and then that's it, I'll no longer shop at Matalans ever again.”

Helpful Report

Posted 2 years ago

“Website is very poor it changes sizes or info without you knowing until it is to late and order is placed, then you have to cancel it all and wait for 5-10 days for refund and re- order all again. Spoke to customer services aware of issues, not interested”

Helpful Report

Posted 2 years ago

“What absolutely disgraceful customer service. I will never order from Matalan again. They have lost my order and do not reply to my emails. Rung them numerous times and told by the 'manager' they would respond in 48 hours with regards to my refund. What a surprise they did not respond. I have no goods and they have £115 of my money. Disgraceful matalan!!!”

Helpful Report

Posted 2 years ago

“Ordered suitcases for upcoming holiday on 4th October. Receipt stated delivery within 3-5 days may be longer for larger items. Received an email on 9th October they are on their way. No further communication so I contacted customer services on the 11th to enquire where order was . Then informed. 1 had been dispatched, I informed them I would only make 1 trip to store so I expected the second to be in store shortly. This was not the case, following several phone calls ( the same answer was given to me - the second was on its way). Last phone call was the same I asked to speak to a manager the monies for the goods had been taken from my account and still no goods delivered. The manager could not even be bothered to speak to myself, left it to assistant. They even asked me to contact the shop myself. When I refused the assistant informed me the manager said I can have a refund. This is an appauling service. This is not the first time this has happened either my son ordered son shorts for delivery to store and they never arrived.”

Helpful Report

Posted 2 years ago

“Posto sam redoviti kupac Matalan trgovine br268 Kinglsand centar imam strahovito lose iskustvo sa kupnjom. -osoblje jako lose i neprofesionalno,umjesto ljubaznosti na kupce se vice, Kada trazite pomoc ne dobijete je, redovi prilikom kupnje,duga cekanja, Neorganiziranost,puno reklamacija drugacija cijena na artiklu,nego na racunu imam dokaz racun od 18.10.2022. Takoder menader bi morao izaci i rijesiti reklamaciju uz izvinjenje a umjesto toga osoblje vice na vas. Matalan reward card beskorisna jer nemate nikakav popust,niti bonus da prilikom kupnje kao u drugim prodajnim centrima dobijete povoljniju cijenu ili bodove koji se pretvaraju u novac.Tako da mislim da se opcenito menadzment Matalana ne brine o svojim potrosacima! Iz svega navedenog ne preporucam nikome kupnju u tom prodajnom objektu! Zdenka Heric dipl.oec.”

Helpful Report

Posted 2 years ago

“Ordered 2 tops 9th October and received a email 11th October to say dispatched..Made a call to customer service too find out where my items are only to be told that the items are missing..Shocking delivery service..Won't order online again with Matalan..”

Helpful Report

Posted 2 years ago

“Matalan should be ashamed of themselves..You place an order online as the stores don't stock everything.Surprise Surprise it doesn't arrive instore for click & collect. Declared a missing parcel by Evri delivery team. I know Evri is not the best sometimes but surely can't be their fault all the time.I'm convinced Matalan is not sending out the parcels & keeping our cash for some length of time before refunding.Come on Matalan if Evri is that bad why do you continue to keep using them.Will never order online ever again or for that matter I will never go back into your stores ever again.Your customer service instore is as bad as your online service which is nonexistent.”

Helpful Report

Posted 2 years ago

“Terrible customer service when retuning by courier. Had proof of return but after 4 emails and a telephone call still no refund of £100. Thank goodness I paid with PayPal as had this problem before. Reported to them and I actually had an email off a live person at Matalan and not automated. PayPal have now issued a refund. Havent had it yet. Please check you bank accounts.”

Helpful Report

Posted 2 years ago

“Placed a order on 26th September which has not been delivered so I contacted matalan customer service which was a waste of time, they are as useful a a astray on a motorbike ,they simply ignore emails Looks like I will have to take my issue up with trading standards.”

Helpful Report

Posted 2 years ago

Matalan is rated 3.6 based on 1,867 reviews