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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“We ordered 2 x 2-packs of the Adalie Victorian style outside sensor lights. They were the best value by far of the metal bodied (rather than plastic casing) wall lights. We are very pleased with them and have surprised everyone by telling them where they are from and how much they cost - even the electricians who installed them were impressed by the quality and price. We were contacted ahead of the delivery to let us know the day they would arrive - so good service too.”

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Posted 8 years ago

“The unit is actually very challenging to put up and I think you offer a service to help with this! E x”

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Posted 8 years ago

Hello Eliza, Thank you for your feedback. We do try to ensure that the instructions we provide are as clear and as easy possible however we do understand that sometimes certain items are slightly difficult to assemble. We are stocking more and more products which are classed as "easy assemble" which essentially means there is limited assembly on behalf of the customer which of course makes the process easier. Your feedback however for assistance in assembly will definitely be notified, as we progress and grow as a company we constantly assimilate and analyse all the feedback we get in order to improve service and our products for customers. Kind Regards Tyrone

Posted 8 years ago

“I was very pleased with the product good value for money. The email from Matalan said I could track my order but I was unable to do so.”

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Posted 8 years ago

“The only negative view I have is that the cushion covers are too big so I had to buy some new pads. Material and curtains are lovely.”

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Posted 8 years ago

Hello Jean, Thank you for your feedback. Its unfortunate to hear that your cushion covers were too big, we always advise that customers check the specifications on the bottom of the page to ensure that sizes are adequate. We do offer a 14 day return policy so that customers can return their products if they accidentally order the wrong size or the product is simply not to their taste.However it is great to hear that you are overall happy with your shopping experience with us. Kind regards Tyrone

Posted 8 years ago

“Apart from the fact the courier did not contact us before delivery the rest of the experience from buying from Matalan online went extremely well. The goods ordered was exactly as described. The packaging was excellent so no damage on the wood or glass of the tables that we purchased. Would certainly recommend Matalan Online to friends and family.”

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Posted 8 years ago

“I Unfortunately had a very bad experience and this has put me off of ever using matalan direct. From a happy customer who in store buys great products I was extremely let down by the dining set I received. Out of 5 peices of furniture all 5 we're recieved in a damaged state! The table had a huge dent and 3 out of 4 chairs had evidence of being dragged along the warehouse floor and the other chair had finger nail marks in the plastic which appeared to have been carried out whilst the plastic was setting. As for the no quibble return policy I didn't realise no quibble means having to submit photographic evidence of damage. Fortunately for myself I was in the position to do so but what about the customers who aren't able to provide such evidence. I feel this is very misleading statement and perhaps matalan direct needs to reword this. Whilst all the call handlers are very polite and I can't fault their telephone manner it is clear they are reading from a manuscript and unfortunately this provides no resolution or reassurance for unhappy customers. Whilst I appreciate this is a new venture for matalan quality control should be made a key goal in order to maximise profit and make loyal happy customers. The product I recieved would never of been let out on the shop floor by why should I accept it delivered to my door in such state. As the website states all queries will be returned to in a 4 hour period it took nearly two weeks to receive my money back. The courier service also needs to be reviewed as their telephone manner and service provided was poor. I am so disappointed by this whole experience and I will not be using this website again.”

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Posted 8 years ago

Hello Kirsty, Firstly i would like to apologise in regards to your overall experience whilst placing this order as it seems that it has not been great which is unfortunate as we set very high standards for ourselves here at Matalandirect. In regards to chairs being damaged, again i can only apologise regarding this as we ensure that we only accept the highest quality of products from our supplier and the standard is again checked at our hub. Unfortunately on this occasion it seems as though the order was unfortunately damaged during transit this is something which we of course notified our courier service about and they always try to ensure that products are delivered in a satisfactory condition. As we of course replace any item which has been received as damaged, we do need to see photographic evidence as this tells us if it is a design fault/damage and also as proof so that if their is a pattern of similarly damaged items we can take this to the courier service/supplier. In some cases, you are correct in stating that some customers maybe unable to do this so, however if they contact us stating this, we would of course still be happy to book a collection and get the item returned. Your feedback is appreciated as we are a relatively new division so we are always looking for ways to improve so information such as what you have provided is very helpful.Hopefully this hasn't put you off shopping with us as we value all of our customers. Kind regards Tyrone

Posted 8 years ago

“Very friendly staff who are very knowledgeable about the products. Joseph is one of the staff who helped me with my choice of item. Thanks Joseph”

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Posted 8 years ago

“Delivery took longer than most companies. Items were good but a few problems.”

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Posted 8 years ago

“Very pleased with my new rug which is now happily adorning my new flooring. Very competitive prices”

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Posted 8 years ago

“The item was as described is of very good quality at a reasonable price ,The delivery was on time and the guys were really nice and pleasant”

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Posted 8 years ago

“Excellent product - easy to put together and very good quality and price.”

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Posted 8 years ago

“Ordering was quick and simple.Product very nice,only improvement would be on the courier company .Took a long while for delivery .”

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Posted 8 years ago

“Very professional from start to finish, thank you.”

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Posted 8 years ago

“I think you have asked the wrong person for a review, it has all been a bit of a disaster, and frankly do not have enough time or space to give a complete story of events, let's just say I am stil waiting for the order to complete.”

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Posted 8 years ago

“The sideboard I purchased is fine. Arrangements for the delivery were extremely poor; nobody took any notice of my attempt to change the date which was just imposed on me! Then when I stated that I would not have time to unpack the item until a week later I was told over and over again that this was too bad and I still only had two days to report any damage!!! Why don't the delivery guys unpack the furniture like other companies I deal with; then I could have checked it and I would not have had all the trouble of getting rid of a huge box and packaging which I had to cut up to fit in my car!!! All in all, the furniture is good but your customer service was very poor!!!”

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Posted 8 years ago

“Extremely pleased with the quality of the dining table received and have already recommended to family. Your delivery service was quick and efficient - the delivery men were very pleasant and courteous too.”

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Posted 8 years ago

“DELIVERY OF PRODUCT WAS A SHAMBLES, I GAVE UP IN THE END & TOLD THEM NOT TO BOTHER. I NEVER RECEIVED THE PRODUCT & NOBODY FROM MATALAN DIRECT BOTHERED TO CONTACT ME TO FIND OUT WHAT THE PROBLEM WAS. AS MY BOOKS ARE WITH THE ACCOUNTANT, I DON'T KNOW WHETHER MY MONEY WAS REFUNDED, BUT I DOUBT IT.”

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Posted 8 years ago

“The courier service used were appalling and a let down.”

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Posted 8 years ago

“I bought the TV unit because I liked the style and it was described as wood. It could strictly be described as wood but plastic coated chipboard would be more accurate. That said you get what you pay for and it does the job although it isn't gorgeous . I found Matalan delivered on time and as specified, although the went a bit quiet after acknowledging the order.”

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Posted 8 years ago

“my purchase was as described, delivered to time expected & packaged well. Price was as with other retailers but colour I required was only available at Matalan.”

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Posted 8 years ago

Matalan is rated 3.6 based on 1,867 reviews