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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“Great choice at great prices. Fast delivery.”

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Posted 9 years ago

“Much better choice than I was expecting and the best delivery I've every experienced - it was quick and easy to change the date and they give a one hour delivery window. Very impressed.”

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Posted 9 years ago

“We ordered by phone, then waited 2 weeks for delivery, which was twice as long as we were quoted, then when the order eventually. arrived, the bathroom counter top sink was not the size we ordered, and if that wasn't bad enough, the sink size was completely different to the sizes printed on the box it was in. So after two weeks we still have no sink because it has to be returned. We will never buy from Matalan Direct again, we are so dissapointed”

Helpful Report

Posted 9 years ago

Hi Shelia, I’m very sorry to hear that you’ve had this experience with us. Our delivery timeframes have recently been updated to better represent the delivery timescales for our customers. We now provide specific delivery timeframes for each product which can be viewed on the product pages. We feel that these improvements better manage our customer expectations which will avoid situations such as this for future shoppers. I can see that these amendments were applied after you placed your order and for that, I apologise profusely for the miscommunication. We have refunded your delivery charge to you as a goodwill gesture. We always aim to give the most accurate product information possible on our website and on our supplier’s packaging. On further investigation with you, I can see that there is some conflicting measurements provided, I’m really sorry about this. I have also confirmed the correct measurements with our supplier and I have now passed this information onto our content team who will be amending these details as a matter of urgency. A collection has already been raised with our courier service HDL, who will be in contact with you within 24 hours to arrange a suitable collection date and time window that is convenient for you. We are always happy to find alternative products and explore new options with customers if they are not completely satisfied with their items. If you could kindly provide the measurements required for your sink, we will gladly search for a new sink for you. If you would like to discuss this further, please contact us on 0333 344 3177. Once again, I apologise for any inconvenience that has been caused by this. Kind regards, Alice

Posted 9 years ago

“My only complaint is the delivery company kept on changing the delivery dates.”

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Posted 9 years ago

“Extremely surprised at the quality of the products, especially for the price, even the builders installing were 'very impressed'. Delivery was swift and contact on the day of a time slot saves waiting around”

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Posted 9 years ago

“This item is very good quality and does the job it is supposed to do. Th Company was very helpful when I was selecting the right item”

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Posted 9 years ago

“it took to long for the shower bar to be delivered”

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Posted 9 years ago

“had a few problems with delivery.... 1st delivery got lost then took 10 days to re-arrange delivery . When it was delivered the sink was broken in 2. Then took another 7 days for another delivery. Matalan were very helpful and curtious all the way through. Very pleased with the quality of goods but have not been able to fit it in the customers house yet.... so can not comment of the fitting of the product or the overall look.”

Helpful Report

Posted 9 years ago

Hi Kevin, Thank you for your feedback. It’s great to hear that you’ve had a pleasant experience with our customer services team and that they were able to guide you through the replacement process. We do not currently have an express delivery service, so all replacements are sent out via the same delivery service and timeframes. Due to the nature of bathroom products, we believe that a quality delivery service over a fast delivery service is crucial. Unfortunately however, this was not the case with your initial delivery and I can only apologise for this. I have forwarded the details of your delivery onto our logistics team so that we can investigate this issue and ensure that this does not happen again in future. We’re glad that you’re happy with the quality of your product on first inspection! If there’s anything else we can help you with, please don’t hesitate to get in touch with us. Kind regards, Alice

Posted 9 years ago

“A very efficient service, both on the telephone first and with delivery. The item is lovely and very good value.”

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Posted 9 years ago

“Got the refund of difference between them and a competitor no bother. Good service with good customer care people on the other end of the phone or email - thanks John and Danam.”

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Posted 9 years ago

“Fantastic service, cannot fault.”

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Posted 9 years ago

“We found your website easy to navigate and the goods are of a good quality, unfortunately we have not been impressed by the couriers used. They were not what we would call professional which was a shame as the rest of ourpurchasing experience was excellent”

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Posted 9 years ago

“Good service, good quality products for price. Only issue I have is that bar mixer shower was missing instructions which were sorely needed”

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Posted 9 years ago

“Cheapest I could find on the internet. quick delivery choose to the hour that convenient for yourself great tracking very pleased. defiantly use them again.”

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Posted 9 years ago

“Good price, good quality and excellent warranty, (which I hope not to have to use)! Product delivered quickly. Who knew they did showers??”

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Posted 9 years ago

“The order arrived really quickly and the towel rails are great quality and look fantastic. Really pleased”

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Posted 9 years ago

“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.”

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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

Matalan is rated 3.6 based on 1,867 reviews