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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“Like many others reviewing Matalan, I am appalled by the 'non' service. No response to emails, completely incompetent customer service agents. I have been waiting a month for my order, and my emails requesting a refund have been unanswered. I only ordered online as I had received a 20% off voucher through the post. I think offering discounts has lead to a surge of orders and revenue for the company. I want my refund. It's disgusting.”

Helpful Report

Posted 4 years ago

“Awful service. My click and collect order was placed at the start of November. No updates and no items. Two emails and a message on social media and not one person has got back to me.”

Helpful Report

Posted 4 years ago

“Item arrived on the 16th with blue paint split across it, customer services phone line was useless and wants me to fund sending it back , that wouldn't be refunded nor the original postage thats not their policy. But if I feel the blue paint shouldn't be there I should email in a picture , which I have and a comparison photo from the site which shows I ordered a non ruined item. No response so had to open a PayPal dispute, today being the 25th Matalan have read my message but not responded.”

Helpful Report

Posted 4 years ago

“Fell for the Black Friday offer of 50% cash back. Seemed too good to be true but went for it anyway. Quidco tracked at 50% of purchase - Ya Hoo. Matalan sends an email saying goods despatched - Ya Hoo. Money taken from my account. 7 days later no goods so try to use link to Hermes tracking (does not work) so send an email to Matalan where is my order? No answer. Another 5 days pass and have idea to type the tracking number (16 characters) into the Hermes tracking facility direct. Get message we are expecting your order. Another email to Matalan and again no answer. I think we may be seeing the end of this store as it seems they may be struggling. The owner lives in Monaco so he will not be too worried. Will I get my order and my cashback? Looks doubtful.”

Helpful Report

Posted 4 years ago

“Would leave 0 stars if possible. £29 taken from my account for an item that cost £8.00, then a week later another £8 taken. Have tried phoning... it just rings off, emailed many times... no reply. Have even been to the store, and tried calling the number on the door, as it wasn’t open as it said it would be... obviously, no answer. I’m now going to go to the small claims court. No doubt I will get the same “generated response” that all the other complainants have had to this review... “please contact us as we want to resolve your complaint...dur dur dur”... they have no intention of doing any such thing as you cannot get hold of them anyway. Absolutely shocking service, I will never use Matalan again.”

Helpful Report

Posted 4 years ago

“I have just been to Matalan to try and get an exchange after they packaged completely the wrong item I had ordered. Understand business is different for everyone but they were so unhelpful, so rude and showed no interest in me the customer. I am sorry but there is no way I will be giving my custom to Matalan Greenbridge again whilst they continue to employ rude staff and managers! my advice; SHOP LOCAL, SHOP SMALL”

Helpful Report

Posted 4 years ago

“Really disappointed with the Christmas cards this year 3 for the price of 2, I have bought them for the last few years, this year no glitter on them, this I could see, but nothing on the box to say they were no verse on the in side and were black. Last years were really nice,”

Helpful Report

Posted 4 years ago

“I have always liked shopping at Matalan and found the clothes and non-clothing items in general are good quality and competitively priced. However I would like to query why the online orders for click and collect take two weeks to arrive. It is the same for any item ordered and it must lose lots of sales as many, just as myself, will look elsewhere to get items from other stores which in most cases have the items ready to collect in three to four days - or even less in many cases. I know it's a difficult time for staff safety but it is an extreme delivery time in comparison.”

Helpful Report

Posted 4 years ago

“OMG. Self service tills! What a shambles, 2 out of 3 transactions required intervention and only one actual staff member attending. There was another person operating a till which was only for cash or returns, was told they can't take any one with card even though no one at their till and a queue of at least 30 people! Also, the self service tills are touch screen and there was no evidence of any sanitizing the screens or the card machines. This needs sorting out!”

Helpful Report

Posted 4 years ago

“Get rid of those stupid self service tills. As a customer I go shopping to be served not told I have to put my purchase through a till myself. Customer service is becoming nonexistent in Matalan”

Helpful Report

Posted 4 years ago

“Awful new till policy. Do it yourself.... a nightmare. Think it will be awhile before I go back.”

Helpful Report

Posted 4 years ago

“Just get rid of those stupid self service tips messing about with Matalan card would t scan so had to put number in manually then the discount voucher wouldn’t work as I’d gone to checkout and you have to do it before then didn’t realize the pyjamas had a security tag on so machine made a noise so in the end the assistant had to come over to help four times would of been quicker going to a human...it’s not food shopping putting tins of beans it’s folding clothes in a limited space sorry won’t be using them again”

Helpful Report

Posted 4 years ago

“Why does it take so long for a click and collect order I have placed an order and it will be 10-14 days this is not good”

Helpful Report

Posted 4 years ago

“Visited your Christchurch store yesterday to have staff treat me like I was the one in the wrong when in fact it was the girl behind the till trying to charge me for an item I hadn't brought so tried another member who was just a rude for the manager to come over acuse me of lying and made me feel rubbish certainly won't be visiting this store again what happened to customer is right”

Helpful Report

Posted 4 years ago

“Be aware: If you order something large and bulky - furniture for example - the customer service representatives at Matalan will tell you that they need to be returned by you in store as they are unable to organise a collection (even though they were able to deliver it to you without any issues). You better be prepared to drive to a store (do you have a large car?). The only problem: when you get to the store, the manager will after a long wait come and speak to you, only to let you know that they don't accept large, bulky returns in store either!!!! In our case, several different customer service representatives told us the same thing when we called a few times to confirm that they really weren't able to collect the return. Luckily the store manager understood out situation and did accept the return even though she said there policies were not to accept large returns in store. We will most definitely never buy anything from Matalan online again after this experience. They came across as a very unprofessional business that did not see the situation from the customers point of view.”

Helpful Report

Posted 4 years ago

“Having visited your bilston store today [21/10/20] the store looked very inviting , pity the staff were not so inviting . RUDE , ignorant, to put it lightly .I strongly recommend you improve your customer training scheme to your existing SO CALLED STAFF . myself and 3 others left the store in disgust at the service or should i say ....lack of service..... WILL NOT SHOP AT BILSTON STORE AGAIN .”

Helpful Report

Posted 4 years ago

“I visited your Boston store again today, 17 October 2020. This is my first visit since complaining about your in-store customer service which I received no response; Again, service at the store was only what I describe as awful. The same staff member was abrupt and rude. I bought some clothes to the value of £103. I was asked to use self checkout, which I refused, she then said begrudgingly she would do it for me. I presented my black card which I thought had the £10 voucher value on it as it came with a voucher. She then left me to pay which I did, but noticed they£10 had not been deducted. When I raised this with her, she said I had not presented the voucher, which was correct; when I explained why, she never offered to correct my error, which I suppose is what I expected, with her attitude. When I shop at a clothing store, I expect civility, friendly efficient staff, which is certainly not what you get at Matalan. Why should I have to remove hangers, security tags and scan the item to buy goods when staff are available, which is what I expect. Doubt I will be visiting the Boston store again, after two similar experiences of very poor service.”

Helpful Report

Posted 4 years ago

“Went into the new store in Maidstone, was greeted by a non mask wearing member of staff who showed me where the hand sanitizer was then pointed me in the direction of the goods I wanted, I gathered up the items I needed then went to the tills to pay. I was greeted by a rude women who raised her voice so she could be heard by customers and other staff and asked where my mask was, I told her I didn't have one as I can't for medical reasons where one and she rudely and quite aggressively told me that the store policy was that I couldn't purchase anything. I offered to show her my exception card but she said she didn't want to see it because it made no difference. I wasn't aware that Matalan a family shop was so discriminating I then had to hand over the items that I choose and leave feeling very distressed and humiliated. I will never shop there again and hope no-one else in my position has the same treatment. I was totally discusted by my treatment. I have lodged a complaint but from the reviews I've read I'm not expecting any action to be taken.”

Helpful Report

Posted 4 years ago

“Went into the new store in Maidstone, was greeted by a non mask wearing member of staff who showed me where the hand sanitizer was then pointed me in the direction of the goods I wanted, I gathered up the items I needed then went to the tills to pay. I was greeted by a rude women who raised her voice so she could be heard by customers and other staff and asked where my mask was, I told her I didn't have one as I can't for medical reasons where one and she rudely and quite aggressively told me that the store policy was that I couldn't purchase anything. I offered to show her my exception card but she said she didn't want to see it because it made no difference. I wasn't aware that Matalan a family shop was so discriminating I then had to hand over the items that I choose and leave feeling very distressed and humiliated. I will never shop there again and hope no-one else in my position has the same treatment. I was totally disgusted by my treatment. I have lodged a complaint but from the reviews I've read I'm not expecting any action to be taken.”

Helpful Report

Posted 4 years ago

“I haven't got my order yet. I was supposed to get it yesterday but nothing came. It is very annoying. This will be my last time shopping with this company. Very disappointed.”

Helpful Report

Posted 4 years ago

Matalan is rated 3.6 based on 1,871 reviews