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    Matalan

Ratings On Other Platforms

Trustpilot
1.4 / 5
Reviews.io
3.7 / 5
Corporate Values

Overview

Matalan has a consumer rating of 1.79 stars from 33 reviews indicating that most customers are generally dissatisfied with their purchases. Consumers complaining about Matalan most frequently mention customer service problems. Matalan ranks 1035th among Women's Clothing sites.

  • Service
    4
  • Value
    3
  • Shipping
    3
  • Returns
    3
  • Quality
    3
Positive reviews (last 12 months): 0%
Positive
0
Neutral
0
Negative
11
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1
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Critical highlights

  • I found this an insult and very poor customer service.
How would you rate Matalan?
Top Positive Review

“Luggage”

Angela B.
12/3/19

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.

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Top Critical Review

“Don't order from them”

Vlada K.
4/14/21

I ordered online 2 soap dispensers and they both were delivered completely broken. I got in touch with customer service and they promised to refund the money - never got this refund. Shocking service for a chain retailer. So disappointing. Order #42989465

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Reviews (33)

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customer service (13)
vladak2
1 review
0 helpful votes
April 14th, 2021
Verified purchase

I ordered online 2 soap dispensers and they both were delivered completely broken. I got in touch with customer service and they promised to refund the money - never got this refund. Shocking service for a chain retailer. So disappointing. Order #42989465

Tip for consumers:
Don’t order online, you might not receive your item or receive it in a poor condition. also won’t get the money back

Service
Value
Shipping
Returns
Quality
alisonl116
1 review
2 helpful votes
January 22nd, 2021

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.

cherylr387
1 review
3 helpful votes
October 7th, 2020

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!

sashawnab
1 review
1 helpful vote
December 5th, 2020

Spent £100 pound on two large lantern and two bed slippers and my order never came. Spoke to customer service only to be told the courier broke the lantern and all they could offer is a refund and 20% off my next order. They declined to resend the order and I declined their 20% good will gestures, I will never shop with them again!

debrak399
1 review
1 helpful vote
December 23rd, 2020

Complete and utter waste of time from ordering online to customer service it doesn't get much worse than this, ordered 11th December items never delivered after at least 5 emails I got an email back today the 23rd December, sorry your items were stuck in pending so we have deleted them for you. How nice of them shower of s____te

indirar7
1 review
0 helpful votes
March 26th, 2021

I ordered nice items online. When I received the parcel, I did not receive any of the items that I ordered. Some of the items were of cheap quality that I would never wear. One of the item didn't even have a tag. I will never shop with Matalan again!

mk459
1 review
0 helpful votes
July 27th, 2021

Horrible. Was promised to recieve my package within 7 days and only on they 10th day they thought it was a good idea to dispatch my items. Dont buy, even Aliexpress has faster delivery than this $#*! hole.

Service
Value
Shipping
Returns
Quality
alishah28
5 reviews
1 helpful vote
August 20th, 2018

Amazing service and product! Great staff who go out of their way to help. I would definitely recommend.

roseannam7
1 review
1 helpful vote
March 20th, 2021

Unfortunately just like everyone else i only received half of my order and they took full payment. Thieves shamelessly ripping of customers! Dreadful experience spent quite a lot only to receive some of the goods, customer service lines not running convieniently emailed so many times to no replies wrote on facebook Instagram nothing took full payment and never sent items I have now taken this up with my bank that way but disgusted by Matalan dreadful experience real shame as always shopped here they took all the full payment exactly as someone else said I SUSPECT THEY ARE GOING BANKRUPT AND TAKING FRANKLY STEALING ALL THE MONEY THEY CAN FROM THEIR LOYAL CUSTOMERS ALONG THE WAY

patriciab587
2 reviews
6 helpful votes
April 9th, 2019

I am done with this company. Everything I have ever purchased here comes apart at the seams within a month or two of purchasing.

leep289
1 review
1 helpful vote
May 10th, 2021

Ordered more than £300 of clothing online, dispatched 3 parcels on 10. 4. 21 only received 2 parcels, other parcel cost £207.50 in goods still not received a refund for missing items after over a month, never buy online as won't receive refund for goods!

Tip for consumers:
Don’t buy online , since closing phone lines down customer service is appalling

Products used:
Clothing , children’s wear

Service
Value
Shipping
Returns
Quality
nickd439
1 review
3 helpful votes
January 12th, 2020

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.

jm1194
1 review
0 helpful votes
March 18th, 2021

As others have wrote their click and collect system is a disgrace awaited 15 days for email to say item had arrived only to drive 9 miles to be told item is still in transit AVOID

thomasw1622
1 review
0 helpful votes
March 29th, 2021

Order where's my order supposed to be despatched but hasn't been wont answer e mail's customer service non existent

mor20
1 review
6 helpful votes
September 5th, 2020

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

angelab617
1 review
0 helpful votes
December 3rd, 2019

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.

gemmas34
1 review
2 helpful votes
January 26th, 2020

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.

lauras82
1 review
0 helpful votes
April 7th, 2015

I rang the bulwell branch store today about a click and collect item that i needed & spoke to a girl called tiffany who was lovely & extremely helpful, had great customer service, the same cant be said for the lady that served me the order, the security man shouted her (ange) and i signed 4them & i said to the security man iv got like 12mins till i have to be somewhere in a nice enough way & she said yes hes going to get them now in aslight abrupt way, i didnt like her manner at all, she has not got any customer service skills

robr53
2 reviews
4 helpful votes
January 10th, 2017

Ordered item (click and collect), informed when despatched, but not told when it was in store. Waited three days for the text to say it was at store

rachelr239
1 review
3 helpful votes
November 25th, 2019

Joke of a service taken the money no response from customer service then told to wait a few days to see if parcel turns up. Guess what still waiting i will never shop here again just give me my money back please or shall i call police as this is theft!.

ds1115
1 review
1 helpful vote
July 21st, 2020

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.

junahb1
14 reviews
26 helpful votes
May 29th, 2014

I have a super cute dress and got so many compliments already. It's very comfortable too, I like the high neck line (hides my cleavage, which is nice to do sometimes while still rocking a cute dress) and the wide arm holes are great, it doesn't cut in to my armpits like many dresses do. I might just buy another one as a back up because I will likely wear this first one out and this is true love!

paulw215
1 review
0 helpful votes
March 1st, 2017

I bought a three piece suit today and for the third time of buying a suit over the last few years was told sorry but we have run out of suit covers. Would it not be better to have suit covers for the amount of suits you sell.
So again I have got to go and buy one.

andrewo107
3 reviews
1 helpful vote
December 10th, 2019

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.

danielai1
2 reviews
7 helpful votes
December 15th, 2015

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.

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About the business

Matalan is your local great value family retailer. Women's, Men's & Childrens seasonal fashion as well as a huge range of homeware including an all new Lighting range.

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