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

“Delivery takes longer than anywhere else. Love the pattern just seems to be to many gaps but otherwise nice rug.”

Helpful Report

Posted 8 years ago

Hello Wendy,Thank you for your feedback. It's great to see that you are enjoying your new rug. We do typically estimate 4-7 working days for delivery on the product which you ordered and i can see that it took 5 days for it to get you. Unfortunately it does take to the latter stages of our estimations on occasion.As we progress, we are constantly improving all areas in order to provide a great service to our customers. Kind regards Tyrone

Posted 8 years ago

“Great price really good quality I was kept well informed about the delivery date and I was phoned with my delivery time very good service”

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Posted 8 years ago

Hello Paul, Thanks for the great bit of feedback! we are pleased to hear that you are happy with our service and we hope this can continue in the future.Kind Regards Tyrone

Posted 8 years ago

“Love the blind I bought and service was great " excellent all round "”

Helpful Report

Posted 8 years ago

Hello Marina, Thank you for your kind words! Its great to hear that you have enjoyed ordering with us and we look forward to you shopping with us again in future.Kind Regards Tyrone

Posted 8 years ago

“Not impressed with delivery charge. Most shops allow free collection in store. Which was even more frustrating was the return. Unable to return to store and asked to pay postage to return, then postage would have been added onto replacement product. In the end I kept the original item. Very poor online service compared to other high street reputable brands.”

Helpful Report

Posted 8 years ago

Hello Michelle, Thank you for your feedback. Its unfortunate to hear that you have been dissatisfied with your ordering ordering process as we try ensure our customers recieve the best quality service. We do not yet currently offer a click and collect service due to our current delivery infrastructure however it is something we will be implementing in our business within the near future.Furthermore we are unable to accept returns to store similarly for this reason however our collection will come and pick the parcel up from you directly on a day which is suitable for you,which does save having to take it into a store.We appreciate your feedback and i can ensure that we pass your information onto our courier service in order to provide the best experience we can for our customers. Kind Regards Tyrone

Posted 8 years ago

“The product that I purchased was good quality but the delivery charges and the time it takes for delivery and followup wasn't great”

Helpful Report

Posted 8 years ago

Hello Rajeev, Thanks for your feedback, Its great to hear that you like your Ottoman storage set. In regards to the delivery, we do typically estimate 4-7 days for delivery on these products and it does take up to the latter stages of these estimations on occasion. I can see that this has happened on this occasion as it has taken 7 working days for delivery, however in term of the follow up, this is something which we are constantly improving in order to provide are customers with the best experience whilst shopping with us. Kind Regards Tyrone

Posted 8 years ago

“Contacted after purchase with updates on delivery etc. Was called by the delivery driver to let me know what time they would arrive. On time. Very pleased all,round.”

Helpful Report

Posted 8 years ago

Hello Peter, Its great to hear you have enjoyed our service! We appreciate your feedback and we hope to continue providing you with a great service in future. Kind Regards Tyrone

Posted 8 years ago

“The website is misleading - the 'named day' service suggests that, like other websites with the same service, that the customer can choose a day of which they would like their item to be delivered. However, I followed the steps and the order went through, giving me no option to chose a day for delivery. After calling the helpline I was informed that the 'named day' service meant that Matalan Direct would let me know the day they are delivering. This was not made clear at any point during the process or anywhere on the website. I called a number of times to try and find out when the item would be delivered as I needed by the weekend for an event (to match 2 of the same item we had ordered previously) and I was told this was not at all possible and that there was no way of getting next day delivery or collecting from a store. Eventually I spoke to Jack who was extremely lovely and helpful and did his best to help me, although it was out of his control. I had to cancel my order, much to my client's disappointment. I found some rugs from a different website which were cheaper, of a better quality and provided options for both next day delivery and immediate store collection.”

Helpful Report

Posted 8 years ago

Hello Adam Thanks for your feedback, It is unfortunate to hear that you are dissatisfied with the ordering process. We try to be as transparent as possible with our delivery services as our with named day delivery service With the named day delivery option selected, our courier service contact you with the next available date. You then have the option of refusing the date provided and choosing a more convenient date of your choice.You are then provided with a 1 hour slot on the morning of your delivery via SMS and email. As the business progresses we aim to provide a next day delivery service and also a click and collect service. My apologies for any inconvenience that this may have caused however rest assured your feedback has been passed back onto our courier team in order to provide a better service for our customers.Kind regards Tyrone

Posted 8 years ago

“Excellent prompt service again - its not worth driving to the shop with such a good online delivery service!”

Helpful Report

Posted 8 years ago

Hello Karen, Thanks for the brilliant feedback! We are always pleased to hear that customers are happy with our service. Kind regards Tyrone

Posted 8 years ago

“Ordered two Black Leather bedside cabinets from Matalan Direct if i am honest i expected to have to assemble them myself but the only thing i had to do was screw on the drawer knobs and look on with pleasure Quality furnishing at a basic price I am 100% happy with my purchase Thank you”

Helpful Report

Posted 8 years ago

Hello Mary, Thank you for the positive feedback! Our Barcelona bedside cabinets require minimum assembly and it is great to hear that this process was quick and simple for you.We look forward to you shopping with us in future. Kind Regards Tyrone

Posted 8 years ago

“Good product rug was as stated deliverd on time”

Helpful Report

Posted 8 years ago

Hello William, Thank you for your comments! We appreciate all feedback as it is this ,which contributes to our constant improvement and aims of providing the best service for our customers. Kind Regards Tyrone

Posted 8 years ago

“Price was great and great quality service on line great and delivery was spot on will be using again.”

Helpful Report

Posted 8 years ago

Hello Sharon, Thank you for your comments! We appreciate your feedback and this will be passed onto our content and delivery team. We look forward to you shopping with us again. Kind Regards Tyrone

Posted 8 years ago

“Excellent service, my second purchase, extremely professional cannot fault it would definitely use again.”

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Posted 8 years ago

Thank you for your great feedback Sue! we hope you are enjoying your purchase and we look forward to you shopping with us again in the future. Kind Regards Tyrone

Posted 8 years ago

“Great company get service really happy with My table was very good price vaule for money.”

Helpful Report

Posted 8 years ago

Hello Sinead, thank you for your comments! We aim to provide exceptional service here at MatalanDirect and we've noticed you have only given us 4 out 5 stars, if you have any tips on how we can improve our service we'd love your feedback. Kind Regards Tyrone

Posted 8 years ago

“Good products - a little hit and miss with email confirmation. Would definitely use again”

Helpful Report

Posted 8 years ago

Hello Louise, Thanks for the great bit of feedback! We are glad to hear that you are happy with your purchase. We are constantly trying to improve our customer correspondence and your comments will be passed onto our team in order to ensure that this continues to happen. Kind regards Tyrone

Posted 8 years ago

“Lovely chair, looks more expensive than it is. Deleting very took a while and I asked them to give me an idea of the delivery slot which they said they would do but didn't. So was frustrating having to wait in all day.”

Helpful Report

Posted 8 years ago

Hello Amanda, Thank you for your feedback! It is unfortunate to hear that you did not receive your allocated delivery slot. Our courier service aim to provide all customers with a timescale of when they can expect to receive their parcel however on this occasion it seems a though they have failed to do this. My apologies for any inconvenience which this may have caused and your feedback will be duly passed on to ensure that this does not happen again. Kind Regards Tyrone

Posted 8 years ago

“Very happy with both item and service, we wouldn't hesitate to use Matalan Direct again.”

Helpful Report

Posted 8 years ago

Hello Steven, Thanks for the feedback! We look forward to you shopping with us again in the future. Kind Regards Tyrone

Posted 8 years ago

“The instructions to build the sideboard could have been a little clearer particularly the installation of the drawer runners but the overall quality is very good and good value for money”

Helpful Report

Posted 8 years ago

Hello Jane, thanks for your email. It's great to hear that you are happy with your new Benny Sideboard! We aim to explain the assembly instructions as clearly as possible however i will definitely pass this feedback on as we want to make this process as simple as possible for our customers. Kind regards Tyrone

Posted 8 years ago

“The phoneline staff couldn't have been more helpful. Everything they did was prompt and very informative. Had a small blip with the returns collection but that now is being resolved. More than pleased with the service and thank you.”

Helpful Report

Posted 8 years ago

“The build quality was good but could have been better as some screws were missing. But the service was excellent. Also the product wasn't a good price could have been cheaper by looking at the quality of it.”

Helpful Report

Posted 8 years ago

Hello Ahmed,Thank you for your feedback.My apologies regarding the missing screws on your chair, we urge customers to report any discrepancies as soon as possible so that we can rectify any issues regarding the order. We aim to ensure that our customers only receive the highest quality products and your feedback is welcomed as this will help us to continue to improve as a business. Kind Regards Tyrone

Posted 8 years ago

“Ordered my wine rack, delivery was arranged promptly and gave a window of 3 hours which was v good. Quality and look of the unit is good - makes a good addition to my new kitchen. Bought from catalogue and online so was pleased with how substantial the product was. V pleased ????”

Helpful Report

Posted 8 years ago

Matalan is rated 3.6 based on 1,867 reviews