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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The entire purchasing process felt odd. At the checkout, I thought I would be able to select a date for delivery before paying by adding £2.99 to my bill, but the date and time slot was to be decided about a week later, not selected by me before purchase - what if I was only able to receive the drawers on a certain date and it was not possible for them to be delivered then? I had to pay before finding out - not cool. I was then sent a confirmation email, which felt normal, but then also got a second email saying "Your request (...) has been received by Matalan Direct, and is being reviewed by our support staff." - I did not send a request and nothing happened on this thread, so I found that a very strange part of the order process. I contacted you on Twitter about the named delivery date thing and you called me in response, which again, was weird and strangely invasive. I expect to receive notice if I am going to receive a phone call, and I do not expect contacting someone on Twitter to result in a phone call. Well done for working out who I was and everything, but it was pretty creepy. The guys who delivered the furniture asked me to sign to say that I've refused additional help with the placement/unpacking of my furniture without offering me either of those services, with no explanation as to what I was signing. It would have been great to know that the delivery guys were going to call me 20 minutes before they turned up so that I didn't have to get up before 7am to wait for them on a weekend, when they showed up just before 10am and called ahead. Overall, it was quite a confusing process - you would do well to standardise it in line with other e-commerce companies, or at least in line with Matalan.”

Helpful Report

Posted 8 years ago

Hello Oletha, thank you for your feedback. Please accept our sincere apologies regarding any inconvenience which the delivery process may have caused you. We do try to provide as much information as possible with regards to our delivery process and rest assured your feedback has has been documented and passed onto our logistics team as this will ensure that as we grow as a business we continue to improve all areas. We appreciate all types of feedback also thank you for taking the time out to leave your comments. Kind Regards Tyrone

Posted 8 years ago

“Rug not as good as photo flecks show within the blue background colour and what should be white is a dirty cream. Only reason we kept it was we needed a rug quickly. Would not recommend, not worth the money.”

Helpful Report

Posted 8 years ago

Hello Janice, thank you for your feedback. We aim to provide the most accurate representation of our products through our images alongside our specifications.It is unfortunate to hear that you were are not entirely happy with your order as customer satisfaction is of course extremely important to us here at MatalanDirect. We do offer a 14 day returns policy so that if you are not entirely happy with your product you can return it and get a refund. Kind regards Tyrone

Posted 8 years ago

“Found the blinds I wanted on a different site but at double the price so was hesitant about buying them. I had a browse online for something similar at a better price. I found the exact same ones on Matalan at half the price and free delivery,no compromise needed and over £40 saved. Thank you Matalan.”

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Posted 8 years ago

“From placing the order to delivery to the door the process was seamless and highly recommended.”

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Posted 8 years ago

“Quick service, and good value for money product. Definitely use you again.”

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Posted 8 years ago

“One chair leg shorter than the rest poor q”

Helpful Report

Posted 8 years ago

Thank you for your feedback. I'm sorry to hear that we've been unable to meet your expectations on this occasion. Unfortunately although we have a rigorous quality checking system in place at present there are occasions, albeit rare when issues which are hard to identify go unnoticed. To enable us to work with you to find a suitable resolution would you be able to provide us with an image illustrating the issue you are referring to? Please forward the image/s to hello@matalandirect.com (please also quote your order number and name) and one of our dedicated customer service agent will be in contact to advise accordinly. Kind regards Tyrone

Posted 8 years ago

“I got a parking ticket for £155 because matalan didn't have any toilet facilities, I had to take my 5 year old to the toilet at Tesco's shopping centre which took me 20 mins over the parking time limit. I appealed but they were not interested. An expensive shopping experience in which I won't bother again.”

Helpful Report

Posted 8 years ago

Hello Helen Thank you for your message, It is unfortunate to hear you have encountered issues whilst at a Matalan Store. You have come through to Matalan direct the online home furnishings division of Matalan. As your query is in relation to a Matalan store i have emailed you the contact details for our complaints department and hopefully they can work with you in order to find a suitable resolution. Kind Regards Tyrone

Posted 8 years ago

“Very nice units, good for the money, delivery people kept us informed all the way through the delivery service, which was good.”

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Posted 8 years ago

“Very nice units, good for the money, delivery people kept us informed all the way through the delivery service, which was good.”

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Posted 8 years ago

“Very nice units, good for the money, delivery people kept us informed all the way through the delivery service, which was good.”

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Posted 8 years ago

“Fantastic service and light fitting, excellent quality along with great value for money!”

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Posted 8 years ago

“Love matalan great for kids cloths well just everything you need from women's cloths to men's to the home department everything I have bought has been of good quality and price”

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Posted 8 years ago

“I ordered a lamp which was described as grey and appeared light grey in the photo on the website however it is definitely beige in reality and do doesn't match my decor.”

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Posted 8 years ago

“I bought a table and chairs I am very happy with them excellent quality and style at a great price, delivery service was very good I received emails and phone calls organising delivery and all the staff I dealt with were very helpful, I have recently moved house and dealt with lots of companies but Matalan directs delivery has been one of the best. I would definitely recommend Matalan direct.”

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Posted 8 years ago

“Highly satisfied with goods and delivery no problems”

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Posted 8 years ago

“The items ordered arrived in perfect condition,which is great. The one thing that would deter me from ordering online again is that I had to delay delivery as items are only delivered in my area on a Monday?!..... I couldn't get the items delivered for two weeks as I was unable to be home for the delivery guys. I don't work Monday to Friday and this meant I also had to delay going on a planned holiday for 24hrs as I was informed items are only held for 3weeks Max. Hm...not great. This would put me off ordering from matalan again. The items weren't available for click and collect either.”

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Posted 8 years ago

“Good product, great service”

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Posted 8 years ago

“Very good quality furniture which was very easy to assemble.”

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Posted 8 years ago

“Great service , wouldn't hesitate to use it again!”

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Posted 8 years ago

“Really pleased with the lamp. Solid construction and easy to assemble. Quick delivery and well packaged”

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Posted 8 years ago

Matalan is rated 3.6 based on 1,867 reviews