Name: Matalan
Rating: 3.59

“The delivery company Final Mile emailed to say they would deliver my order on 18/01/17 and failed to do so and then they emailed to say they would deliver on 25/01/17 and again they didn't turn up. I haven't seen any items from my order yet so can't comment on the quality.”

Helpful Report

Posted 7 years ago

Hello Mr Quereshi, It is unfortunate to hear that you have had some issues whilst receiving your order. I can see that one of our Customer service team members have been in touch and this has now been resolved for you.

Posted 7 years ago

“Brilliant quality goods and quick delivery. Easy to arrange a delivery date with driver and great customer service on the phone.”

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Posted 7 years ago

“If I could give zero stars I would. The service is beyond appalling. My daughter ordered £900 of wardrobes and was told delivery in 5 to 7 days. What they didn't tell her was that they only deliver on a Wednesday in her area - had she known this she would have not have placed the order as being a teacher she can't get time off to suit their delivery schedule. She wanted a delivery on a Tuesday as this is my day off but this was apparently impossible. I therefore took a holiday off work and awaited the delivery on her behalf. They delivered the items 2 hours after the agreed time slot without explanation and when the wardrobes were taken out a couple of days later they were badly damaged. My daughter called Matalan in the first week of Jan and it took her a week of chasing them almost daily before they agreed to arrange for the damaged goods to be collected. Again this could only be on a Wednesday and again I have had to take holiday from work. We have now received a text to say the collection today is delayed as there is a problem with the van and they are awaiting 'recovery '. I have a sinking feeling that it will be cancelled altogether today if past experience is anything to go by. In the meantime by daughter is £900 out of pocket and unable to order replacements from a more professional company as Matalan won't refund until they are in receipt of the returned damaged items. I wouldn't touch Matalan again with a barge pole.”

Helpful Report

Posted 7 years ago

Good Afternoon, Please accept our sincere apologies regarding any inconvenience caused throughout your ordering process. Having looked into this i can see that this issue has now been resolved and a refund has been actioned due to the issues expressed. My apologies again regarding the condition which your items arrived in we aim to ensure that our products only arrive to customers in the best condition however on this has not been the case. Customer satisfaction is extremely important to us and we do hope that this experience has not deterred you from shopping with us again in the future.

Posted 7 years ago

“Good quality and quick delivery”

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Posted 7 years ago

“Shockingly appalling service and I will not order from Matalan online again. Order placed 19th December for item to be delivered before Christmas. It was due to be delivered on 28th December and then, for no apparent reason, was delayed to 5th Jan. I was not at home on the day of delivery, but apparently someone signed and received my delivery. When the customer service rep looked into this with the delivery company they were told they couldn't find the address, which is somewhat surprising seeing as the package was delivered somewhere. They then submitted another order for me on Jan 19th and I am still waiting for an update as to when this should be delivered. The customer service person was very helpful but nothing can make up for the awful delivery service.”

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Posted 7 years ago

“Arrived promptly”

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Posted 7 years ago

“Excellent delivery for packing and protection of products, but took longer to arrive than advised”

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Posted 7 years ago

“Great product, excellent price, speedy delivery especially as I ordered around Christmas time. If I ever need anything else for the home I know where to go”

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Posted 7 years ago

“I bought extra wide thermal full-length curtains for my doors and they work beautifully keep the room warm in the draughts out thank you”

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Posted 7 years ago

“i ordered a pair of jeans online!i received no email confirmation so i rung them after 5 days baring in mind delivery is suppose to take 3-5 days, to get through to a person who didnt have a clue, and could barely speak english, for a big chain store you would of thought the online help would be professional this is the last time i place an order online.”

Helpful Report

Posted 7 years ago

Good afternoon, thank you for your feedback. As your feedback relates to either a purchase made in a Matalan store or via Matalan.co.uk I've passed your feedback and contact details onto their dedicated customer service team. Matalan Direct are the furnishing division of Matalan, we provide the larger home furnishing products we're unable to display in store and have a separate customer service department. Rest assured this issue has now been passed on to the relevant department who will act upon your feedback accordingly. Kind regards Karl

Posted 7 years ago

“Ordered on 9th December and now 22nd and still no goods. Click and collect an absolute joke. Web site says 3 to 5 days.”

Helpful Report

Posted 7 years ago

Good afternoon, thank you for your feedback. As your feedback relates to either a purchase made in a Matalan store or via Matalan.co.uk I've passed your feedback and contact details onto their dedicated customer service team. Matalan Direct are the furnishing division of Matalan, we provide the larger home furnishing products we're unable to display in store and have a separate customer service department. Rest assured this issue has now been passed on to the relevant department who will act upon your feedback accordingly. Kind regards Karl

Posted 7 years ago

“*****NEVER ORDER FOR HOME DELIVERY*****!!!! I ordered a dinner service for home delivery. The delivery team are obviously complete retards, firstly they wrapped part of it with bubble wrap and put the items in a sealed bag, (what sort of twat puts crockery in bag), the second parcel was boxed and covered in tape stating "fragile", the box looked like someone had deliberately kicked the shit out of it when it turned up. I reported the fact that part of this service was broken and was told they would refund it, two phone calls later and twatalan finally managed to get the refund right. But i am now stuck with only part of what i ordered. After this i was still waiting for the other part of the dinner service to be delivered, again two phone calls later and i get told it was sent back to the depot.(No doubt because the twats in the warehouse think its funny to kick the shit out of parcels marked fragile). I now have to piss about 5 days before christmas trying to salvage a dinner service for christmas day!!! and Twatalan customer service are just a bunch of imbeciles who care nothing for customer care! I will never buy anything again from this god awful company and i will be telling as many people as possible how rubbish they are”

Helpful Report

Posted 7 years ago

Good afternoon, thank you for your feedback. As your feedback relates to either a purchase made in a Matalan store or via Matalan.co.uk I've passed your feedback and contact details onto their dedicated customer service team. Matalan Direct are the furnishing division of Matalan, we provide the larger home furnishing products we're unable to display in store and have a separate customer service department. Rest assured this issue has now been passed on to the relevant department who will act upon your feedback accordingly. Kind regards Karl

Posted 7 years ago

“Absolute bollocks. So mad. Ordered next day delivery even though I live a Mike from a store because I hate dragging my toddlers around matalan... Did it come... Did it hell.. And I desperately need what I ordered fir work tomorrow so not I have to set out mega early and she'll out even more of my dosh right before Xmas. Thanks matalan.. I called u and u were so unhelpful”

Helpful Report

Posted 7 years ago

Good afternoon, thank you for your feedback. As your feedback relates to either a purchase made in a Matalan store or via Matalan.co.uk I've passed your feedback and contact details onto their dedicated customer service team. Matalan Direct are the furnishing division of Matalan, we provide the larger home furnishing products we're unable to display in store and have a separate customer service department. Rest assured this issue has now been passed on to the relevant department who will act upon your feedback accordingly. Kind regards Karl

Posted 7 years ago

“Ordering from Matalan Direct was more than a little stressful! To make a very long story shortish, I had an issue receiving my order as somewhere along the way after my order was placed someone at either Matalan’s warehouse or Parcel Force who delivered the order, entered the wrong address which meant Parcel Force tried to deliver to the wrong house. The whole way through with trying to sort out via their customer service phone number I had to do all the chasing and only ever received one of five promised call backs over about two weeks. After the first delivery attempt and two missed call backs, I sent a twitter message to Matalan Direct and a gentlemen by the name of Jack replied back and credit to Jack, he is the only person I dealt with at Matalan that seemed to genuinely try and sort the order out. He looked into it and called me to let me know that the order would be redelivered the following week. The next week I checked the tracking number and saw that Parcel Force in fact tried to deliver it to the wrong address AGAIN. I tried calling into Matalan and when I finally got through he said he would look into it and call me back within a couple hours. Again he never called me back so I had to call again and he told me that he was busy and didn’t have the time to call me but that he had spoken to Parcel Force and they had missed the address update and he asked for me to speak to them directly to sort out as this ‘wasn’t Matalan’s fault’ and he had done everything he could. I speaking to him, I asked for my £15 delivery to be refunded given the issues that I had with delivery and not being given the call backs I was promised. The agent said again that outside of not calling me back as promised, they had done nothing wrong and it was Parcel Force’s fault so shouldn’t have to refund me anything. I asked him what the procedure for a request for a refund of delivery was and he said that he would raise it with his manager and let me know. He then called me back about a half hour later and said that he managed to get Parcel Force to schedule redelivery for the next day to my correct address and apologised for the issues and said he was going to try and get my delivery refunded and let me know via a phone call or email. Needless to say I never heard from him again. I also spoke to Parcel Force that night and they said that they had not spoken to anyone at Matalan that day and they then updated the delivery address and rescheduled the delivery. The next day the online tracking said that the package had been delivered. When I arrived home, there was no package! I called Parcel Force who said that they had delivered the package to the old address as it ‘was an agency driver who would not have seen the updated address’. I then had to go to the address it was delivered to – turns out no one signed for it, the delivery driver forged a signature and left the package outside the wrong address. Luckily it had not been stolen!! Jack from Matalan contacted me the following week to see if I had received my order. I relayed what had happened and that I had also requested the delivery to be refunded, he apologised and said he would follow up on the refund of delivery. Just over a week later he got in contact with me to let me know that they would refund my delivery charges which I did receive shortly after that. To be fair to Matalan, I really like the shelf I ordered and the quality of the product. But good luck if you have any issues with delivery – my advice would be to contact them through Twitter in the hope Jack picks up your query as he seems to be the only one who follows through with what he says. Whilst polite, their phone agent does not follow through with anything it commits to, though I suspect it might be because he is the only one answering phones and is so busy he is unable to.”

Helpful Report

Posted 7 years ago

“Customer service absolutely dreadful Ordered an item to collect in store (3-5 days) had email 4 days later to say it had been dispatched. 3 days later still No message from store to say it had arrived so I emailed 'customer service' expecting a delivery date by return.....after 2 days and no response I called them only to be told it was in transit and someone would get back to me. Didn't hear anything again so emailed again next day and now after another day of no response I've phoned again. Still being told it's in transit and they need to contact courier To chase. I was Advised to purchase the item in store to which I said you've already debited my card. Asked to speak to supervisor as I keep being fobbed off but was told they deal with manager by email and that they would escalate my query but Still couldn't tell me when I would have a reply !! Absolutely nonexistent customer service, I would never buy from them again.”

Helpful Report

Posted 7 years ago

Good morning, thank you for your feedback. As your feedback relates to either a purchase made in a Matalan store or via Matalan.co.uk I've passed your feedback and contact details onto their dedicated customer service team. Matalan Direct are the furnishing division of Matalan, we provide the larger home furnishing products we're unable to display in store and have a separate customer service department. Rest assured this issue has now been passed on to the relevant department who will act upon it accordingly. Kind regards Karl

Posted 7 years ago

“I have only awarded one star as there wasn't an option for zero stars. The customer care is absolutely obismal, the phone line doesn't work and hasn't for over 2 weeks and the email address which is meant to respond in 4 hours still hasn't contacted me from 6 days ago. I've had parts of my order missing for over a month and have been forced to rebut parts for a bathroom from elsewhere due to this. I have now spent an additional £500 which could have easily been avoided. I'm now in the process of trying to arrange a refund. Doesn't look like this will happen any time this year. DONT USE TGIS COMPSNY.”

Helpful Report

Posted 7 years ago

“Where to start... i ordered 9 boxes to go into a dresser unit. The first order placed failed to turn up and i found an email saying that i had been refunded- no expaination why! So i reordered..big mistake! I received 4 of the nine boxes and the delivery note said nothing of it being 1 of 2, the company had not made me aware that it was one of two so i called them (bare in mind that by now i had aldo emailed a few times but had received 'generic automated emails' saying that thry would get back to me!) So after a lengthy conversation i was assured that this would be chased up as 'the courier compsny weren't picking up the phone so they had left a voicemail'. Again..nothing! Si i phoned again and another member of staff said that she had refunded me the boxes as they didn't know where they were and i should try placing the order again!!! 'Not likely' i said. Think i've had enough of matalan. I then asked to speak to a superviser who was extrly relictant to come to yhe phone and the telephone rep was asking 'why do you want to speak with a superviser, she can't tell you anything different. Eventually got a call back but still not satisfied i asked to speak to someone higher- after she implied that authorisation came from higher up. 3 days later and i am yet to have a call back. I've never felt the need to write a critcal review before but this company needs to know how poor its service is. Equally customers need to know not to shop here til thry get things sorted!”

Helpful Report

Posted 7 years ago

Good afternoon, thank you for your feedback. As your feedback relates to either a purchase made in a Matalan store or via Matalan.co.uk I've passed your feedback and contact details onto their dedicated customer service team. Matalan Direct are the furnishing division of Matalan, we provide the larger home furnishing products we're unable to display in store and have a separate customer service department. Rest assured this issue has now been passed on to the relevant department who will act upon it accordingly. Kind regards Karl

Posted 7 years ago

“After placing an order and paying i havent recieve anything i have tried phoning and emailing but have got no response shocking from such a large store”

Helpful Report

Posted 7 years ago

Hello, Thank you for your feedback. It is unfortunate to hear that you have encountered issues with correspondance as we try to keep customers as informed as possible in regards to their ordering process. Having looked into this i can see that you'r product has now been delivered, if you have any queries please don't hesitate to get in contact.

Posted 7 years ago

“Order not turned up. Tried calling customer services and after holding on for 10 mins got diverted to Matalan.co.uk who couldn't help or transfer me. I have called the number again and tried a different option and have been holding for 20 mins.....”

Helpful Report

Posted 7 years ago

“I ordered a product from Matalan Direct and money has been taken from my back account and still no sign of product. We even paid additional money to get named day delivery. I have tried 3 times in 2 days and called their customer services department and all 3 times nobody can help me even though I can calling the number supplied by Matalan Direct when placing order. I have also followed this up by sending 3 emails to Matalan Direct and nobody has responded. This has to be the worse service I have ever experienced in my life, cannot even get hold of anybody to complain. SHOCKING, SHOCKING service and cannot wait to order again.”

Helpful Report

Posted 7 years ago

Hi Paul, please accept our sincere apologies for the delay in despatching your order. This was due to unprecedented interest during our recent promotion creating a backlog of orders resulting on some orders exceeding our typical delivery timeframes for this product. I can see that our carrier has now been in contact to arrange delivery on a suitable date. If you do require any further assistance please do not hesitate in contacting us. Kind regards Karl

Posted 7 years ago

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

Matalan Reviews