MatalanReviews 47

Do not believe when they give you a delivery date. This date means nothing to then they tell me that regardless of the date they give they can add on at least another ten days. This is there standard delivery. As long as they have your money they can do what they like. So disappointed in them I ordered my items from the sale on the 10th Feb they gave me an order date of the 15th to 17th Feb this came and went I checked with them and was told that they are getting it ready to be dispatched this was on the 18th and it may take another ten day yet and I should wait. As this is standard they tell me it telks me this in the terms and conditions
I think this is a shocking way to do business I will never buy from them again.

I order through click and collect on 28/ 12/20, received email to collect, 2 days later another email to say order being posted, thereafter conflicting emails saying order posted then to collect. I emailed to be told order posted. Tried to phone number supplied but no calls being taken. Today email saying i will get a refund in 10 days. How they get away with this standard of service is beyond belief. Will never shop at Matalan again.

I placed an order online with Matalan & was told to "expect my delivery on or BEFORE" the date they gave to me - yet the date before this my order is still "processing" & not even despatched yet - I asked this at customer service via email & telephone but no response - this is totally misleading the customers given them FALSE claims that they can actually deliver by a certain date given to them when actually they can't keep to this & meanwhile I am still waiting for answers & my delivery!

Bought several items worth over £90+ from matalan, received delivery with only half the order being correct items and the rest were totally wrong items. Made the call to find out what happened and was told order was mixed, so i have half of someone else's order as they have half of mine. Was told i will get a refund in 5 working days, but that was last weekend and still no refund. Phoned again this weekend and was told refund is still being processed and WHEN that is complete then it will take 5 working days for the refund to reach my bank a/c.

Phone call: I made the call at 9:00am and was on hold for 10 minutes before someone answered the phone, gave the order number and was put on hold for another 5/6 minutes. After talking to someone who was a robot (very polite robot) I asked where he was speaking from and he said "Bulgaria sir).
Thanks matalan for transferring my call to speak to a robot in Bulgaria with limited English understanding (no offence to the robot).

My refund is just under £50, should i have any hope of getting it back or should i count it as charity. Either way I would advise people not to shop with matalan online, your better off going to the store and save yourself money and hassle of order mix-up's and trying to get your refund etc This was my first and last time shopping online with matalan.
Good luck

Don't even deserve a 0 star. Items were not delivered to me but returned back without me requesting. Matalan has only sent email confirming refund for some of the items but the rest are missing. Contacted Hermes & was told that parcel has been sent back to the store. I have been sending emails continously with no response and calling but customer service is not available through the phone. This is unacceptable. At least respond back providing reasons as to why this is happening instead of responding back how due to COVID-19, it will take longer. Everyone is going through it and they do find the time even a minute to respond to customers instead of ignoring. Absolutely useless. DON'T WASTE TIME ON MATALAN.

I have worked for over 15 years at Matalan Wigan and last year I got sacked due to having mental health issues. For the last 4 years my mental health has got worse because of the store managers attitude towards me. In 2016 I had a review and the store manager had just started working for Wigan and she said I was crap at my job them later she told me off in front of staff for doing nothing wrong. I have recently changed my bank details and Wigan have lost them so I haven't received my final wage and when I contacted head office about this I got told they wouldn't pay it twice although my wage wasn't in the bank in the first place. Will NEVER work for them again I think it's disgusting the way I have been treated over the last 4 years.

Of the two orders placed on line, neither have been delivered when they said they would be.

The first order had a couple of items missing, however they were on the delivery note. This left me without the items I had paid for and no way to prove it didn't receive them. A call to customer services didn't help, so I had to cover the cost.

Fast forward a couple of years and I have placed another order (I had forgotten my previous experience) for one item and has not been delivered. It's in a black hole, no one knows where it is.

A refund (in the form of gift cards) is only given when you return the goods that you have ordered.

The cost of the items falls well below the cost of recovery through the court. The only real course of action is not to deal with them at all.

If you do decide to place an order online, do it on the basis that you may not end up with the goods and out of pocket. Do not place an order believing that you will receive what you have paid for.

It is obvious that Matalan do not have the necessary resources to provide an online service.

Hmm, if you like late deliveries, having to stay in two days because if you order more than one item they will deliver in separate parcels, on different days, if you like receiving smashed goods, if you like being refused a replacement because Matalan don't deliver replacement items due to 'system restriction', (ie unless you are willing to pay another delivery charge), if you like waiting five days for a replay from their Customer (dis)Service staff, if you like being unable to give a negative review about Matalan or their service on the Matalan website(they will reply with 'Our staff has read your review and values your contribution even though it did not meet all our website guidelines. Thanks for sharing', though you can give positive though). If you like a retailer like that then Matalan is the store for you! If you want a store to fulfill an order, and treat you reasonably, then stay away. After twenty plus years I've finally given up on them, seems they have now given up on themselves too.

I brought a suitcase from Matalan approximately 4 years ago, with a ten year guarantee. I've just recently returned off holiday and found one of the legs/ feet missing. I contacted customer service to see if they could either replace the suitcase or fix the leg. There response to this issue was excellent. We received prompt delivery of goods, excellent service and communication though out. We are very pleased with the outcome and thank you very much.

I bought kids bedding from Matalan. It had no poppers on one side so didn't close, so was faulty. I don't live near a store so emailed them. They said I need to return to store. They've said I can have a online discount, but have to go to store can have free delivery instead but again have to go to store so all completely pijtless as getting to the store is the issue. Ive conflicting emails from them. One minute they are out of stock next email thy have some in some stores. The product is faulty so they should replace it I've sent photos for proof but they flatly refused be aware eithe avoid them or check things carefully if it's faulty you will get zero help.

I ordered 6 pasta bowls and when they they arrived 3 were completely shattered
And I'm not sure about the integrity of the other 3 due to the severity of the damage.

I rang customer service and requested a replacement set to be sent out but this was declined as I was told the system didn't allow it. I can't understand why not as they have a shopping online system. The bowl were damaged it wasn't that I had changed my mind and was returning the item.

I was told I had to package them up and post them back.

I was offered a refund on the 3 broken, I ordered a set of 6,3 is no use as I need the number so I have bowls to allow me to use the dishwasher. If you buy 6 you expect 6

I was offered a good will gesture of a 20% voucher! Hardly a good will gesture I have to spend more money to get a measly 20% off! I found this an insult and very poor customer service.

If you order something and it's damaged you expect it it to be replaced.

I was told my issue was being passed to head office. However, I've not not heard from them.

Absolutely appalling customer service at all levels

It was my first order from Matalan and I was quite disappointed that the product I have ordered was faulty. However, when I contacted their customer service I was really impressed by the way they dealt with my problem. So far it is the best customer service I have received from any of online retailers. That said, I will definitely order from them again. The clothes are affordable and I know if I have a problem they will sort it out.