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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“Got this email asking if I was happy with product and still not received it after I placed order got email say order dispatched delivery within 48hrs approximately 10 days gone past now and delivery is meant to be wed 2nd sep now according to courier fingers crossed !! . Not good service would not order anything again on this site.”

Helpful Report

Posted 9 years ago

Hi Allan We’re really sorry your delivery has taken so long. We’ve recently improved our service by upgrading our couriers to a two man delivery service. Unfortunately this has meant some deliveries to your area have taken long than expected. We’re working hard to resolve this and are hopeful a resolution will be reached soon. Your delivery is scheduled for tomorrow between 11am and 3pm with our two man delivery service. Further to my email I have refunded your delivery charge as a small goodwill gesture for the inconvenience caused. Once again we’re truly sorry about the delay and thank you for your patience and feedback. Many thanks John

Posted 9 years ago

“The item was just what I required and the customer services rep refunded the delivery cost as I pointed out Amazon were selling a very similar item for the same price but with free delivery. There were some issues with delivery though. First DPD were delivering the item on a certain date as I received a few emails confirming this. Then I was phoned a couple of times by another company who said they were delivering to me on a different day, all a bit confusing, but it got here and it looks perfect in our bathroom.”

Helpful Report

Posted 9 years ago

“Bargain all good , not fitted yet but looks great quality for the money , come very well packed , recommended all round”

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Posted 9 years ago

“Easy to order, arrived on time, great price, job done”

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Posted 9 years ago

“The product information given online was comprehensive and ordering simple then delivery followed exactly as anticipated. Product was just as I expected - extremely good quality and value”

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Posted 9 years ago

“Great Service, especially from delivery company. Very happy with product.”

Helpful Report

Posted 9 years ago

“Fairly average to be honest, described as a top quality product but no better than others out there- cheap plastic- not brass internals as described! Expensive postage for what was a very average/ poor delivery time. For what I cost I would expect priority 24 hour service, not 5 days!!!!!”

Helpful Report

Posted 9 years ago

Hi Ian, Thank you for your feedback. I’m sorry to hear that you feel this way. I’ve looked into the product description and I’m afraid I can’t see any reference to the ‘brass internals’ that you have mentioned, I’m sorry about that. This product comes in a chrome finish only. We aim to despatch orders within 48 hours from our supplier and we currently advise delivery within 3-5 working days as per our 'Delivery’ section on our website. I can see that you placed your order on the 12th of August. Your order was despatched the next day on the 13th of August and was delivered to you on the 18th of August which was within our delivery timeframes. We always request our customers to get in touch if they are unhappy with their products. We are more than happy to replace any items with a suitable alternative or arrange a collection and a full refund as per our 90 days returns policy. If you’d like to discuss the above any further, please contact us and we’ll happily assist you. I apologise for any inconvenience that was caused by this. Kind regards, Alice

Posted 9 years ago

“Quality and design is great. I purchased Essentials Pacific quadrant enclosure (900x900) together with matching shower tray and plinth. This was a second choice as I wanted a 1000 x 900 off-set quadrant set. I assumed from the drawings on the Matalan web site that the plinth set included a platform on which the shower tray sat. None of the drawings showed a plinth for the 1000 x900. It was only when I opened the packaging on Saturday last that the plinth set only consists of a number of legs and a moulded facia. I am really disappointed that the web site was not explicit in this regard. I even spoke to a young lady in customer support about my needs but she seemed to be rather vague about the products.”

Helpful Report

Posted 9 years ago

Hi Ronald, Thank you for your feedback. We’re extremely sorry to hear this. We always aim to provide the most accurate and up to date information on our product pages and we cannot apologise enough if you feel that this wasn’t the case here. The product description states that the six legs and the curved plinth only are included, and does not mention that a platform would be supplied. On looking at the image displayed on our website I can see why you may have felt this. I have passed this onto our website content team to see if we can make this clearer. We always encourage customers to get in touch with us if they are not satisfied with their items so that we can organise a suitable replacement or issue a refund as per our 90 days returns policy. We look forward to discussing this further and to resolving this issue with you so that you are happy with the outcome. Kind regards, Alice

Posted 9 years ago

“Taps really good quality , web site ok , delivery ok not as quick as Amazon or E Bay, if I buy again will probably opt to collect in store. Overall I like the site and products offered.”

Helpful Report

Posted 9 years ago

“Info on website not in detail. Ordered a sink and arrived broken, sent another out which again arrived broken. Time wasting experience”

Helpful Report

Posted 9 years ago

Hi Vicky, We are very sorry for the experience that you’ve received. We aim to provide the most accurate product information possible on our website, however I apologise if you feel as though this wasn’t the case with your product. I’m glad that we were able to resolve this by sending you two different basins so that you could compare these and choose your preferred basin. We are truly sorry that you’ve received damaged products, this is not the level of service that we'd like to provide to our customers. We always ask that customers contact us if their product is not in perfect condition and we’re always happy to organise a suitable replacement in these cases. We apologise profusely for this trouble Vicky and we hope that the discount that has been arranged for you reflects how sorry we are. If we can do anything else for you, please do contact us and we’ll happily help you further. Kind regards, Alice

Posted 9 years ago

“great service, fantastic friendly delivery service”

Helpful Report

Posted 9 years ago

“Very disappointed by spending over £335 to be charged £16.99 for a two man delivery when it (towel rail) was delivered by one man with ease. I should have been given free delivery on a lite item.”

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Posted 9 years ago

“Very good product and was kept up to date with the delivery via email”

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Posted 9 years ago

“The cabinet was cheap but not very well made. You get what you pay for”

Helpful Report

Posted 9 years ago

Hi Nicola, Thank you for your feedback. I’m extremely sorry to hear that you’re not happy with the product. We aim to offer great quality products at affordable prices. We strongly encourage our customers to get in touch with us if they are anything less than delighted with our products as per our 90 days returns policy. We are more than happy to discuss alternative options with you to resolve this. Please get in touch with us if you’d like to discuss this further. Kind regards, Alice

Posted 9 years ago

“It was delivered on the correct day and the driver was very polite and efficient. We were so pleased to find the shower head on your web site as we were finding it very difficult to locate. Service was very good and would strongly recommend this web site to anyone”

Helpful Report

Posted 9 years ago

“Matalan Direct or Earth Bathrooms as they appear to be called have got to be one of the worst companies I have ever dealt with. Ordered a disabled toilet package doc m pack. Expected delivery within a few days especially as it had been dispatched and stated delivery in 1-2 working days, here we are almost 2 weeks on and still no delivery. Apparently they don't have any delivery drivers in Scotland and can't have it here until 24th of August only 18days after ordering! Order has been cancelled and have a replacement arriving tomorrow!”

Helpful Report

Posted 9 years ago

Hi Emma We aim to despatch orders from our warehouse within 1-2 working days and deliver between 3-5 working days. I can’t apologise enough for the length of time you have been waiting. We did everything we could to get your order to you as soon as possible. The delay is due to availability of drivers in your area and we are looking into this to improve our service. Further to our telephone conversation I've cancelled your order and issued your refund which will clear in your account in due course. Once again we’re truly sorry for the inconvenience caused by this delay and thank you for your patience. If there is anything else we can do for you please let us know. Many thanks John

Posted 9 years ago

“Bought a toilet, which was sent to us in a box, but without the cistern. Called the customer care team to discover the cistern isn't being re-stocked for 25 days. No idea why one was sent without the other.”

Helpful Report

Posted 9 years ago

Hi James, Thank you for your feedback. I’m so sorry that you’ve had this experience with us. Any item which is out of stock should not be displayed on our website and we removed this product from sale as soon as we became aware of the issue yesterday. We have contacted you today in an attempt to get this issue resolved as quickly as possible with an alternative product. As you requested, we will contact you on Thursday morning to discuss this further. Please don’t hesitate to get in touch with us if you’re available to discuss this at a sooner date. Kind regards, Alice

Posted 9 years ago

“Arrived later than scheduled meaning I had to rearrange my work schedule. Arrived assembled..good but then the back cover was broken off so back there was a gaping hole. Not what I expected.”

Helpful Report

Posted 9 years ago

Hi Kenneth We aim to despatch our orders from our warehouse within 48hrs and deliver within 3-5 working days. I can see your order was placed on a Sunday and delivered on the following Thursday morning. We’re really sorry to hear your cabinet arrived damaged. If you send us a photo of the damage we can arrange a replacement and collection of the item free of charge as per our returns policy. If you would like to do this please send a photo with your order number to hello@matalandirect.com or call our customer service team who will be more than happy to resolve this issue for you. Once again we’re truly sorry for any inconvenience this may have caused and if there is anything else we can do for you please let us know. Kind regards John

Posted 9 years ago

“This was my first order with Matalan Direct and I have to say I am very impressed with the quality of the product purchased. Would recommend highly.”

Helpful Report

Posted 9 years ago

Hi Penelope, Thank you for your kind words about the quality of our products. It’s always great to hear that a customer has had a pleasant experience with us. Please keep an eye on our website as we’re launching new product ranges very soon! If there’s anything that we can do for you in future, please don’t hesitate to get in touch with us, we’re happy to help. We look forward to welcoming you back as a customer in future! Kind regards, Alice

Posted 9 years ago

“Good product at a good price, but thought delivery charge was quite high.”

Helpful Report

Posted 9 years ago

Matalan is rated 3.6 based on 1,871 reviews