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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“After one month waiting for the Sonic top and one week for customer service to reply to my message , I finally found out that they lost the parcel, just a few days before Christmas. You should be ashamed.Thats the first and last time I'll buy something from Matalan. There is a hundred another shops who wouldn't let their customer down.”

Helpful Report

Posted 3 years ago

“Where is the rest of my order I ordered 8 items and only received one these are Christmas presents what’s going on ???? Paid big money 😡😡😡😡😡😡”

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Posted 3 years ago

“Goods not received. Email sent by matalan to say part of the order had been returned with refund. I WANT MY ORDER HONOURED. I see that matalan states order not a contract until delivered. That's v odd as contact law states that contract is binding when money taken. Money was taken by matalan. No mention of second part of the order. Date of delivery has passed. Nothing delivered. Email x2 to matalan with no response. No phone service How can a business operate this way? I note that matalan has four stars in reviews How??? Trust pilot has much lower rating and rates matalan as BAD - lowest of 5 ratings.”

Helpful Report

Posted 3 years ago

“I ordered five items on 1st December in the half price sale. I received a confirmation email. Money was taken from my account for £70 I was advised that home delivery would take place between 11-15th December (a long time, but the impact of covid...) I then find an email stating I would get a refund on 3 of the goods I ordered following my return. I had NOT returned any items as I have NOT RECEIVED them. Tried ringing but phonetics are not staffed due to heavy online traffic (????). I have emailed querying what has happened. I have checked website, items are available but now full price - so they ARE in stock. The website states that Christmas delivery deadline has passed!!! The customer experience has been awful. The website terrible and no effort to properly inform customers. I am wondering if this company is going under.”

Helpful Report

Posted 3 years ago

“Goods not received, phone lines shut and an email address that never answers. So Christmas presents you are unsure you will receive at all and no way of getting money back. I always buy online from here but will never again now”

Helpful Report

Posted 3 years ago

“I understand that due to the pandemic Matalan have closed all stores and John Hargreaves is seeking £ 60m bailout. They should not be taking money for online orders which they are not delivering,all responses are automatically sent to queries. I ordered £31-95 goods on 28th November,still awaiting delivery. Order no #39707327. Will be contacting TRADING STANDARDS want a Refund.”

Helpful Report

Posted 3 years ago

“Matalan’s courier service and customer care system is terrible! The courier service did not try to deliver my parcel and Matalan have closed down their customer service telephone lines so the only way to contact either them or the delivery company is via email with no response from either.”

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Posted 3 years ago

“Bought some items worth £150 on Nov 10 2020 and still yet to receive them. This were initially delivered to store and because of the lockdown Matalan decided to delivered the item to billing address without me requesting for it. On the 30th of October 1 item out of 22items was delivered to my door with a proved. I have since been calling their customer services, sending emails without any good response. been to store, only for them to ask me to go back to customer service. This item were meant to be Christmas gift which are obviously useless now but at least I should be entitled to my money back. I will go to every review website until my money is refunded.”

Helpful Report

Posted 3 years ago

“Dont trust matalens web site some descriptions are not right with photos, you get sent wrong items,cost you to send them back.”

Helpful Report

Posted 3 years ago

“Customer survive Lock down is over get back to work. It’s weird that you get a review of 4.0 on here and 1.9 on trust pilot”

Helpful Report

Posted 3 years ago

“Appalling on-line service. This is the second time and never again. First time I ordered a rug and they sent a completely different one in both size and design and there was no way to return except store which is impossible without a car so currently unused under my bed. Recently ordered 8 bowls and matching 8 dinner plates, received 8 bowls and 3 plates. What’s the point of sending 8 bowls and 3 plates🤷‍♀️ No response to my e Mail to customer service, phone lines out of action and dinner plates no longer in stock. Again only option is to return to store which without a car is impossible. I definitely will not order from Matalan again, shocking customer service and they will no doubt try blame Covid but their service was appalling long before this. Don’t go there.”

Helpful Report

Posted 3 years ago

“I recently placed an order, 2 items were out of stock. Matanlan made no attempt to notify me. I paid the asking price but the delivery note gave a different price, which was lower than I paid. When I returned 2 items to the store I did NOT GET my full refund as the cashier said she could only go by what was on the delivery note. I lost money on the refund. The customer service help line is terrible. You are kept holding for ages. The online customer service is so confusing. Why can’t matanlan keep things simpler, why cause so much unnecessary stress, I won’t be ordering anything online from Matanlan again. I still haven’t resolved my refund query yet. I have emailed and tried ringing a few times without any luck. If other retailers can deliver items in a couple of days and Matanlan take over 10 days, there is definitely something wrong with their service.”

Helpful Report

Posted 3 years ago

“Where is my order??? Absolutely SHOCKING customer services. Have tried phoning twice, emailed twice, messaged your Facebook page, been into my local store twice.. And NO answers. Had the email saying order is ready for collection at the Taunton store... Get to the store and it isn't ready. Came back a week later and collected 2 orders I'd made AFTER the first order. And the first one STILL isn't there. I have 19 month old twins and it's hard to get out the house... Let a lone to be told I've done it all for no reason. DO NOT SHOP HERE”

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Posted 3 years ago

“Spent £100 pound on two large lantern and two bed slippers and my order never came. Spoke to customer service only to be told the courier broke the lantern and all they could offer is a refund and 20% off my next order. They declined to resend the order and I declined their 20% good will gestures , I will never shop with them again!”

Matalan 1 star review on 5th December 2020

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Posted 3 years ago

“After receiving 2 sets of faulty fleece pyjamas I returned them using parcel force..they were signed for by matalan staff 2days after sending them back , however 3 weeks on and I still haven’t had a refund of £50..also clearly states on return policy if faulty and returned , the postage will be refunded..I have spoken to 3 different people regarding my refunds and have to say how rude and unhelpful these people were..would be nice to speak to someone who actually knows what they are doing..shocking customer service , shocking way to run a business ..unanswered questions and unanswered e.mails”

Helpful Report

Posted 3 years ago

“I Ordered three pairs of jogging pants in November and waited several days for them to arrive. When they did there were only two pairs of jogging pants in the parcel and I was simply told by a very unhelpful customer service advisor that I would have to wait. Today when I contacted them again I was told that the only alternative was to offer a refund for the missing item as their system would not allow them to issue a replacement. This is mindbogglingly incompetent service in this day and age and such a shame that genuine stores are going to the wall When a company like this is offering such poor service. Having read reviews from other people I don’t hold out much hope of the refund actually being processed. Do not buy from this company”

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Posted 3 years ago

“Like many others reviewing Matalan, I am appalled by the 'non' service. No response to emails, completely incompetent customer service agents. I have been waiting a month for my order, and my emails requesting a refund have been unanswered. I only ordered online as I had received a 20% off voucher through the post. I think offering discounts has lead to a surge of orders and revenue for the company. I want my refund. It's disgusting.”

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Posted 3 years ago

“Awful service. My click and collect order was placed at the start of November. No updates and no items. Two emails and a message on social media and not one person has got back to me.”

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Posted 3 years ago

“Item arrived on the 16th with blue paint split across it, customer services phone line was useless and wants me to fund sending it back , that wouldn't be refunded nor the original postage thats not their policy. But if I feel the blue paint shouldn't be there I should email in a picture , which I have and a comparison photo from the site which shows I ordered a non ruined item. No response so had to open a PayPal dispute, today being the 25th Matalan have read my message but not responded.”

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Posted 3 years ago

“Fell for the Black Friday offer of 50% cash back. Seemed too good to be true but went for it anyway. Quidco tracked at 50% of purchase - Ya Hoo. Matalan sends an email saying goods despatched - Ya Hoo. Money taken from my account. 7 days later no goods so try to use link to Hermes tracking (does not work) so send an email to Matalan where is my order? No answer. Another 5 days pass and have idea to type the tracking number (16 characters) into the Hermes tracking facility direct. Get message we are expecting your order. Another email to Matalan and again no answer. I think we may be seeing the end of this store as it seems they may be struggling. The owner lives in Monaco so he will not be too worried. Will I get my order and my cashback? Looks doubtful.”

Helpful Report

Posted 3 years ago

Matalan is rated 3.6 based on 1,867 reviews