Matalan Reviews

Name: Matalan
Rating: 3.59

3.6 Rating 1,870 Reviews

65 %

of reviewers recommend Matalan

3.6

Based on 1,870 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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“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

“Order 54115662 ordered on 21st September 22. After many e mails and phone calls and promises I have now been told by phone it is lost. It is now 10th October , I could have told them that after a week not 20 days. Money being refunded to my old bank card they won't refund to my new card so now have the hassle of trying to sort out with bank. I stopped going in shop because of long queues with self serve tills now I will stop shopping online with them too.”

Helpful Report

Posted 2 years ago

“I went into Matalan at exeter today to get clothes for my grandkids and they have covered or ripped off the actual price tag and putting new ones on which is more expensive than the original price on the clothing items. I dont think this should be allowed things are expensive enough so why are Matalan ripping customers off.”

Helpful Report

Posted 2 years ago

“Terrible customer service at slough store. 1 person on cash till another member of staff standing doing nothing but would not help on till. She was obviously very important person. Customers complaining but just told by important person not to be rude. Slough has lost a lot of customers and this attitude of staff is why.”

Helpful Report

Posted 2 years ago

“Actually paid for a next day delivery and received it as a standard delivery, nobody getting in touch with me even so sent them an email about 🫤”

Helpful Report

Posted 2 years ago

“Delivery far better than click & collect. Arrived on time will never use click &collect again after being made to wait stupid amount of time plus the till areas a lot to be desired so so untidy. Gone are the days to be served by a nice assistant. Hate the serve yourself who came up with that someone at head office sitting at his desk!!!!”

Helpful Report

Posted 2 years ago

“Visited Basildon store today to collect an item ordered, huge queue and only one person serving. The area behind the tills was a disgrace and looked like a jumble sale with parcels, clothing etc just thrown in heaps. When I asked where the manager was it fell on deaf ears. Someone needs to sort the staffing out and the general area behind the tills. Some customers abandoned their purchases and walked out.”

Helpful Report

Posted 2 years ago

“Very, very disappointed with Click & Collect service. Placed an order on 26th July, received an email informing me that items had been despatched and they would be in store for collection between 29-31 July. Tried to cancel order and be refunded on 3rd August and received an email that I couldn't cancel because it was being prepared to be despatched, having previously been told it HAD been despatched. Today, 4th August, still not arrived in collection store.”

Helpful Report

Posted 2 years ago

“Returned an item 3rd July 2022 still waiting for my refund!!!”

Helpful Report

Posted 2 years ago

“Good selection of products but I am fed up of the queues at the till. Only 2 out of 7 tills were manned today (5 are self service that nobody wanted to use - including me!). Staff are doing their best but please - more manned checkouts and less self service tills!!”

Helpful Report

Posted 2 years ago

“Been waiting for a delivery for 18 days to be told its lost in transit now have to wait 14 days for refund, customer services are very rude (shouted at me on the phone) and instore are just as rude”

Helpful Report

Posted 2 years ago

“Made an order 15 days ago online for next day delivery still waiting customer service is bad not helpful at all keep telling me that they will get in touch with courier”

Helpful Report

Posted 2 years ago

“Rude, aggressive and confrontational manager at Wellingborough store. I will not be going back in there.”

Helpful Report

Posted 2 years ago

“Management skills seriously need looking at....rude staff talking about other members of staff and passing comments about customers....I don't go into a shop to get insulted and made fun off.”

Helpful Report

Posted 2 years ago

“Didn't receive my item ordered online. Customer service ignore emails,total shambolic won't be ordering again”

Helpful Report

Posted 2 years ago

“Was in waterside, Londonderry store today and was really enjoying the sales. I had filled a large basket and then to be told there were no changing rooms as there wasn't enough staff. There wasn't anyone to put clothes back and maintain the changing rooms and they didn't know when they would be opened again. The staff were more than apologetic and I'm sure they were fed up people being angry at them. I was advised to buy my goods and return them if they didn't fit. This would have been acceptable but I was told that if you buy anything on sale it can't be returned only exchanged . This has really put me off shopping in matalan and would prefer to go to a shop and try something on before I buy it . 2 of my friends left their baskets and said sure someone has to put these away anyway ,what's the difference in them being in the changing rooms. Not a great experience 😕”

Helpful Report

Posted 2 years ago

“Something gone seriously wrong with Matalan service. Ordered jumper for home delivery which was 'lost in transit'. Hassle of getting refund as wasnt even given option of replacement but was still in stock so reordered for in store collection. Got email to say to collect. Went to disorganised store and waited ages while looking to be told it was 'lost'. At this time frustrated and asked to speak to manager. Clearly disinterested when came and told nothing she could do. No apology, help to find where missing or to contact anyone. Left really upset and frustrated. Rang customer services to be told no complaints department but manager would ring back in hour. They didnt. I rang back and to be fair man was apologetic and said very poor service and would feedback. Appears item is not in stock and wasn't lost in transit! God knows why they send these messages then and i was asked to collect non existant item. Another refund. To cap it all just checked again and website saying in stock. What on earth is going on, sort yourselves out!! Won't be returning any time soon.”

Helpful Report

Posted 2 years ago

Matalan is rated 3.6 based on 1,870 reviews