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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“Waited in all day after I received an email informing me my order was to be delivered ,only to be told some hours later, that it was not.It took two weeks for my order to be delivered,with no email telling me there was a delay.For that reason I will not be ordering from matalan direct again.”

Helpful Report

Posted 8 years ago

“order MATDIR18300. Well overdue. Still cannot find any means to get a response from customer disservice team. Tried phone, web-chat, email all without success. Phone message invites leaving a message or requesting a call-back - neither works. All I want is to know if/when I will receive my order. Can't even cancel and get a refund. What service is this!”

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Posted 8 years ago

“Service is awful still waiting for my order to be delivered 2 weeks now. They contacted me and tell me lies that it's out for delivery when it wasn't . Please don't use this company”

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Posted 8 years ago

“Ordered product which is now overdue. There is no way to track the order and it is proving impossible to communicate by any means - phone, call-back request, web-chat. No response to anything. As i write, I am waiting for a web-chat response, 20 mins so far. The service is awful. If I could find some way to cancel the order and get a refund I would.”

Helpful Report

Posted 8 years ago

“Happy with the corner unit ordered and is ideal for what I want. Unfortunately by ordering on the internet I was unable to see the colour of the wood which does not match my existing furniture. I now have the problem of looking around the shops to see if I can purchase a matching occasional table.”

Helpful Report

Posted 8 years ago

“I checked the delivery options before ordering as work shifts. I paid extra to have a named day two hour time slot, which stated that a courier would be in contact to arrange the delivery date. A few days later I then received a text stating that delivery would take place the next day, with no time slot. I called customer services & was told that they had just started using a new company & didn't know their delivery options (surely you would learn this before signing a contract?) so was told that I would get a call back. The call never came so I called again to be told that I would have to let the delivery come & when no one was in to sign for it they would leave a card & I would have to call them to rearrange. I told the operator that I was not happy with this as I had paid extra for a time slot delivery. The operator told me that he agreed I should not have to pay for the delivery & he would get a refund of the delivery charge authorised by his supervisor the next day. I never received a refund or a call back. The delivery ended up with a neighbour across the road & I had to then get a heavy package back to my house. It was chipped on lots of shelves which had to be installed upside down to hide the flaws. I have recently redecorated a whole bedroom & this is the highest delivery cost paid with the worst service by far.”

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Posted 8 years ago

“excellent service & communication, Desk unit very good value for money.”

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Posted 8 years ago

“Telephone service good, big mixup on delivery dates,due to lack of information,to hauliers, had to try and rearrange delivery on my way to the airport and then again from Tenerife”

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Posted 8 years ago

“Brilliant service. Had to return the item as had ordered wrong size. Replacement received 2 days later. Well done. BUT, still waiting for full refund on returned item 2 weeks ago. Not so good.”

Helpful Report

Posted 8 years ago

“Ordered bed and mattress matress came on its own. took weeks for them to locate the bed and deliver it. No one seemed to care . Eventually it arrived .so has not encouraged me to order more from you .i live a stones throw from matalan shop ,so if you have not got what I want . Them I will go elsewhere. I have ordered online with furniture companies in Manchester and Leicester . And their communication and delivery service so much better . Kind regards Pat”

Helpful Report

Posted 8 years ago

Good evening Pat, Thank you for your review. We are sorry to hear of the issues encountered with your order. Having investigated further we have established the reason for the delay. This has been reported to the management team at our distribution hub for them to make the required improvements and to prevent recurrences. We would like to offer you a goodwill gesture to acknowledge the issues encountered. We've sent you an email outline this gesture. Again, please accept our apologies for the inconvenience caused. Kind regards Karl

Posted 8 years ago

“The product was exactly as described ordering was easy and was delivered when they said it would be the delivery men rang to say they were on their way and how long they would be overall very happy with the service”

Helpful Report

Posted 8 years ago

“It appears to be an amateur company, poor information very poor customer service”

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Posted 8 years ago

Good afternoon Mrs Wade, please accept our sincere apologies for the delay in responding once you'd provided us with images of the marks on the rug. I can see that my colleague Isaac has now processed a replacement order for you. If you do require any further assistance please do not hesitate in contacting us.

Posted 8 years ago

“Make sure you want what you order it cost me £9 to send kitchen taps back.its not free returns would not shop matalan direct again”

Helpful Report

Posted 8 years ago

“I ordered the item and the money came out of my bank. Then a few days later I got a call to say it was out of stock and I could have a refund. A week later I still hadn't had the money returned I had to call customer services who informed me 'conveniently' they were just about to process my refund!”

Helpful Report

Posted 8 years ago

“The delivery company failed to deliver parcel to my neighbour as requested. Then I picked up parcel at a depot but they only gave me one parcel. I then had to locate other parcel and pick up. Then the fittings and instructions for my blinds were missing. So I am waiting for them to arrive. The help desk people at Matalan direct were very helpful and cannot be faulted. Hopefully they will arrive tomorrow and I will be able to fit my blinds.”

Helpful Report

Posted 8 years ago

“Two different orders, both turned up broken! The first one I fixed myself, the second I complained, only to be ignored! Turned up broke to which I want to return, no one will talk to me! Also u have the choice of a specified day of delivery if u pay extra? Don't bother with that as they tell u the day they can deliver, like it or not! A month has passed and my broken table is still in a box and I'm waiting for a reply after 3 messages. I left this review for weeks thinking they would resolve it but they never so here u are!”

Matalan 1 star review on 2nd November 2016

Helpful Report

Posted 8 years ago

“I found returning an the item I bought difficult. I live 1 min from a Matalan, but could not take it into my local shop, and when I asked for a return address I was told I would have to use Matalans return service which would cost £9 pounds which would be deducted from the refund. This is very poor service. If I am paying for the return then I should be able to pick the courier . Waiting in for a courier like DPD to collect is inconvenient. Why not offer a service where people can use a drop off service like Collect+ or Hermes. I am think of other internet only companies who are far better organised for returns. I will not be using Matalan Direct again”

Helpful Report

Posted 8 years ago

“The piece of furniture we got has 2 very noticeable marks on prominent places and it did come this way which is disappointing for the price we paid. It was not noticed until fully assembled and I am in talks, albeit very slow responses, with them about this. The final product doesn't look too high quality. There are some things askew and not sitting quite right. Again, disappointing when compared to the price that was paid. We would hope the resulting quality would reflect that. Hopefully things can be made right.”

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Posted 8 years ago

“I bought a rustic coffee table which I think is lovely. Very easy to assemble. Very pleased with the product.”

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Posted 8 years ago

“Lovely furniture, good price, delivered within timescale quoted. Excellent service”

Helpful Report

Posted 8 years ago

Matalan is rated 3.6 based on 1,871 reviews