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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“I was pleased with the products, however, the packaging my order came in was very battered, and one of the chairs did have a slight mark on the seat.”

Helpful Report

Posted 8 years ago

Hello Louise, Thank you for your feedback, Its great to see you are happy with your products. In regards to the packaging we try to ensure that the contents of the parcel and its packaging are received by the customer in line with the high standards we set ourselves here at Matalandirect. On this occasion however it seems as though the packaging has been slightly damaged in transit, this something which i apologise for and i assure you it will be passed onto our courier service to ensure that that something like this does not occur again. Furthermore, in regards to the mark on the seat my apologies again for this, we encourage customers to contact us within 48 hours of receiving the product, if it is damaged as we would then be able to get you a replacement sent out as soon as possible. We appreciate your feedback Louise as it us comments such as these which help in the progression of our Business and attribute to us being able to provide a better service for our customers.Kind regards Tyrone

Posted 8 years ago

“Wrong items sent. After two unanswered emails I telephoned and was promised correct items would be sent and wrong items collected. No collection made, I telephoned again and got more promises. Then an email saying website was wrong and items I ordered were not available. Alternative offered bit at a higher price. After another phone call I was eventually offered a £10 voucher only valid on Matalan Direct. As I will never shop there again I am out of pocket and having to shop elsewhere. Very poor after sales service”

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Posted 8 years ago

“Excellent quality product, especially for the price. Great communications regarding delivery. Very pleased.”

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Posted 8 years ago

“Very satisfied kept up to date with all the delivery details thanks very much”

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Posted 8 years ago

“The ordering of the goods through to delivery was excellent”

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Posted 8 years ago

“I bought some very expensive curtains from this company but by the time the builders and decorators had finished my home, l then decided to put my curtains up and was disappointed with the quality,but matalan wouldn't let me return them as it was out of there time scale. Now I'm left with 2 pair of curtains that are no use to me, would definitely not buy anything from this company again .”

Helpful Report

Posted 8 years ago

Hello Pamela Thank you for your feedback, My apologies that we were unable to accommodate your request to return your item due to, as you confirmed, the return request was not made during our 14 day return period. we try to be as transparent as possible with our returns policy,as we urge customers to open their parcels upon receiving delivery, mainly to ensure that you are completely happy with your purchase. If they are unhappy we will happily arrange a collection and exchange or refund the item. I can completely appreciate your disappointment that we were unable to issue a refund on this occasion and this is only something i can apologise for Pamela.We value all of our customers and i do hope we would not lose your custom due to this. Kind Regards Tyrone

Posted 8 years ago

“I was happy with everything fom start to finish thanks matalan”

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Posted 8 years ago

“Bit confusing having separate Matalan and Matalan Direct as the reason I initially chose to buy was because I thought I had a discount voucher which turned out not to be the case, but the item was good and arrived promptly”

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Posted 8 years ago

Hello Jean, Thanks for your feedback, We do try to ensure that we are as transparent as possible in regards to the connection between the two companies. However as we are still relatively new we can appreciate that customers may not always be aware of this and it is something which we hope becomes clearer the more established we become. We do offer a great range of discounts so if you like i would be happy to sign you up to our mailing list so you are notified of our range of offers. Furthermore thank you for your kind words and we look forward to you shopping with us in future. Kind regards Tyrone

Posted 8 years ago

“Very good quality.”

Helpful Report

Posted 8 years ago

“Had to wait 15 days for a delivery of roller blinds because the the delivery company's van wasn't big enough ???!!! Ended up just cancelling order, would not recommend . Glasgow area classed as remote for deliveries, just unbelievably poor service!”

Helpful Report

Posted 8 years ago

Hello Lorna, Thank you for your feedback, In regards to the delivery times we do typically advise 6-8 working days for your particular product however these are just estimations and on occasion timescales do take slightly longer than predicted. My apologies if this caused any inconvenience as i can appreciate that on this occasion we fell slightly short of these expectations and the result of this was that you decided to cancel your order.Although we are aware that Glasgow is not ordinarily classed as a remote area we are bound by the cost attributed to the area by our current logistics infrastructure . We review our logistics operation on week to week basis and I'm sure it wont be long before we are able to offer much more competitive rates for all of our delivery methods in all parts of the UK. However we do appreciate your feedback and will definitely be passed onto to our logistics department to ensure that we continue to improve and provide the best service for our customers.Kind regards Tyrone

Posted 8 years ago

“Your let down was the cost and time of delivery offered.”

Helpful Report

Posted 8 years ago

Hello Linda Thank you for your feedback, It is unfortunate to hear that you were not satisfied with our delivery process. Having looked into your order i can see that due to the size of your items it had to be done through Final Mile as it was classed as "one man delivery" which basically means that the item was too large to go with our standard delivery service. This does unfortunately cost slightly more than our standard service. However as we progress and grow as a company we will ensure that we are constantly trying to improve in ways which are beneficial to our customers.In regards to the delivery timescales we do advise 4-7 working days for delivery and having looked into your account i can see that it had been 6, so unfortunately it does take to the latter stages of our estimations. However your feedback is always appreciated. Kind Regards Tyrone

Posted 8 years ago

“Ordered a table, got a confirmation e-mail, then a phone call with a three hour delivery slot. Came when it was supposed to, delivery men were fine and it assembled with no problems. Smooth transaction from beginning to end.”

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Posted 8 years ago

“Wool jellybean rug very stylish, plush and well crafted. Looks fabulous on wood flooring in bedroom.”

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Posted 8 years ago

“Really excellent delivery service, cannot think how it could be improved! Quality products sold with love!”

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Posted 8 years ago

“Item received well wrapped by very polite and friendly delivery drivers. Ordering simple.”

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Posted 8 years ago

“Efficient service, well priced. I do not particularly like purchasing items unseen but the photography and description was good. Happy with the item. Thank you.”

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Posted 8 years ago

Hello Andy Thank you for your feedback, it's great to see you are happy with your Kendal Rug! In regards to your concern about purchasing items unseen, this is an issue which we defiantly appreciate is a concern when purchasing furniture online. We try to ensure that our images alongside our specifications provide the most accurate depiction of our products however we will be expanding and providing a showroom for customers to view our products in the very near future, so feedback as yours is great in the sense that it helps us provide a better service for our customers.Kind Regards Tyrone

Posted 8 years ago

“I have tried twice to find out what has happened to my order to no avail communication between customer service and the buying public is very poor”

Helpful Report

Posted 8 years ago

Hello AnnMarie Thank you for your feedback, having looked into your order i can see that you have had correspondence with one of my colleagues and they are currently with this issue. He has informed that he will be contacting you later on in order to get this resolved for you. Kind Regards Tyrone

Posted 8 years ago

“The product was installed on day of delivery,unfortunately when unwrapped the bubble wrap had stuck to the towel rail in several places which was disappointing.”

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Posted 8 years ago

“Not much feedback from when the items were ordered to when they were delivered. A bit more communication would be nice. Good product though :)”

Helpful Report

Posted 8 years ago

Hello Adam, Thanks for your feedback, we do try to ensure that are customers are notified as much as possible throughout the ordering process so that they are kept up to date.However we will of course take your comments on board as feedback such as this is great as it culminates in us being able to provide a better service for all of our customers. As we continue to grow we are looking to improve all areas of the business so we very much appreciate your comments. It is also great to hear you enjoyed your product! Kind Regards Tyrone

Posted 8 years ago

“Good choices and very convenient to shop online.”

Helpful Report

Posted 8 years ago

Matalan is rated 3.6 based on 1,867 reviews