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written by castill on 19/10/2022
Had to return to Exeter store as security tags had not been taken off ( 45 min drive ) Staff were rude and unhelpful ...told us that the alarm must have gone off as we left .... which it didn't ..they kept insisting it must have . Refused to let us spend the voucher that Matalan head office had sent us for the inconvenience of having to return. We originally shopped on Saturday and thought the poor service was maybe due to Saturday staff...but returning on the tuesday it was worse we felt we inconvenienced them as they were all chatting behind the tills and certainly didn't want the bother of customers. We've always really liked Matalan but will certainly not be returning to this store
written by Cloudburst on 21/09/2021
Today I returned a pack of socks which I had bought for my son two days ago to Erith Matalan. The reason for the return was that the socks were labelled as size 9-12 but looked like size 6 when I took one from the packet. The member of staff who served me gave me a lecture about how they wouldn't normally give a refund for socks but would do so as a "goodwill gesture". Given that there is clearly something wrong with the sizing of the socks (5PK TWIST COMFORT SOCK 6211727000028) I do not see why getting a refund on this product should be classed as an act of so called goodwill. As I walked away, 2 further members of staff said loudly to the woman who had served me, 'so you've had your lecture then' as a reference to what I had said, when it was I who had received the lecture. I did not challenge them about this remark because I did not wish to prolong this unpleasant experience. I'd like to add that I normally find the staff very friendly and helpful.
written by divagoddess on 10/06/2020
But I like Matalan. Affordable clothing. They said I was to receive my clothes today, but I received them 2 days ago. So expectations were exceeded. Please people, be nicer :)
written by AllisonHouston462 on 30/08/2017
I wrote a review on Sunday 27th August 2017 that I felt let down about the fact I could not buy the clothing I wanted at the price I expected. That is because I was asked to join the Matalan credit card which was never explained to me. It was only brought to my attention at the cash till. Just to say there was no member of staff on the shop floor if one needed help. By the way other members of the public was also complaining they didn't see the sale was only for discount card members only. This is the first time I have written a review and it's a shame I have found half price means one feels a pressure into getting a discount card. Matalan should make a better effect in being true to the customer by displaying information in bigger print. It must be important that any business last because the customers needs to keep coming back.
written by JaylanEnglish on 07/12/2016
Shopping at Matalan Merry Hill I purchased a glass bell covered candle. Unfortunately while struggling with bags I dropped the candle as I left the checkout. Obviously it smashed into small pieces. I asked a member of staff if she could help sweep up the glass. Her attitude was one of total annoyance, she never spoke or answered me as I apologised for the accident. Instead she laughed and shrugged her shoulders as if to say "tough luck". Yes, I agree it was my own fault, but it would have been nice to receive a small amount of sympathy and not to have been treated as a point of amusement by what I considered to be a very miserable, rude member of staff.
written by p2caj on 17/11/2016
Ordered a swimsuit nothing to hard, what arrived was a piece of cardboard wrapped In tissue paper. tried to call customer services after 30 minutes hung up, tried later hung up again after 25 mins. yay 3rd time lucky after waiting on the phone for 33 mins. got through to someone who really could not of cared less who said we will give you a refund, I told him I wanted to complain about the terrible standard of my order. He said he would forward my complaint but I think pigs will fly before I hear anything back. Just feel like one of the lucky ones to get a refund .Matalan online shop at it at your own peril you have been warned
written by Coughlin36 on 26/10/2016
I ordered a number of items amounting to £100 - 3 weeks ago - with next day delivery. The order never arrived. I complained after about a week of waiting and was told they would 'investigate' what happened. After a further week of no contact, I got in touch with them again and they said they were waiting for a response from the courier to help with their 'investigation'. At this point - they gave me a refund for the delivery fee of £5 but not the purchase amount of c£100. So in essence, they accept that the delivery was faulty and refunded its fee but have not provided a refund for the products themselves (which they clearly now know never arrived!). We're now in week 3 and I complained some more .. they told me they have now 'ESCALATED TO A PHONE CALL' with the courier - which is frankly just offensive! I am APPALLED at the utter disregard MATALAN has for their customers and have essentially been ROBBED. DO NOT BUY FROM THIS TERRIBLE COMPANY!! You will regret it.
written by on 27/07/2016
Beware this company who take your details then send you a birthday card with "Happy Birthday" on the envelope which is an absolute gift to anyone wishing to take your identity. From the envelope, they have your full name and address plus a pretty good idea of your date of birth. I wrote complaining about this to Matalan last year and they assured me they had removed my details from their database. However, lo and behold, another birthday card arrived this year so they lied. I have written another letter of complaint this year to the managing director of the company but have received no reply. Therefore sent an e-mail to their customer services who have replied but only to say they will be removing my details. No word of apology whatsoever. DO NOT DEAL WITH THIS COMPANY THEY ARE A DANGER TO YOUR BANK BALANCE.
written by Hslunicko on 07/02/2016
Visited strood matalan today. Have been overcharged so asked for a refund. Manager needed to authorise but said she needs to check cctv. I haven't even left the place. Cashier made a mistake but manager basically said I stole something. No apology whatsoever. Never have I been treated like this. Especially in front of my son and the full store She needs some people management skills course. She should not be working in customer service environment
written by on 04/02/2016
Really Disapointed on my visit to Matalan Today in Our Reading Branch . The style of Clothes has gone down found Everything Really Boring ...Used to love Bea Boux ...Line ..Now everything looks the same ...keep hoping when I go into the store maybe will have better styles but I'm really Disapointed every time ...
written by Blake409 on 07/11/2015
called in to Exeter branch today 5.11.16 and was treated like aking thank you sammy
written by Truber on 11/10/2015
I beleive Matalan use Hermes as their courier and my Matalan order NEVER ARRIVED. Hermes informed Matalan they had delivered the order and a signature had been obtained. Certainly not my signature and my neighbours said they knew nothing either. Citizens advice, formal letters, e-mails, survey comments and numerous phone calls and weeks later Matalan still have NOT refunded my order. I conclude Matalan (on-line) are very poor at sorting customers problems out and use a very questionable courier (Hermes). I am giving them a big miss in future.
written by on 13/06/2015
IF YOU THINK THEY WILL DELIVER WITHIN THE STATED TIME PERIOD THEN THINK AGAIN. NOT ONLY WILL THEY NOT DELIVER ON TIME BUT THEY WON'T EVEN BOTHER TO LET YOU KNOW.
written by on 26/05/2015
I ordered a pair of trousers a week ago on the click and collect service. I received an email a couple of days later saying they were ready for delivery. Three days later I hadn't heard anything so sent an eamil . I received an automatic response saying this would be looked into. When I had no response I phoned to be told they were on their way to store and I would receive an email today. I will wait in anticipation to see if they actually do arrive. I think seven days delivery is much too long it did say on the website 3-5 days.
written by angeltoni on 26/05/2015
great for homeware. would recommend!
written by LanaMiller307 on 24/05/2015
I ordered online over £100 of items 17th may with standard delivery. 3-5 working days. its 21st may the items bought were to be worn at a wedding this weekend. ive been told its not even be dispatched. very poor service. first time ordered online and will be the last. customer service didnt even help to resolve.
written by Holland1961 on 05/05/2015
Do not shop at this store liverpool wavertree staff ignorant managers awful pay is and the place is full of idiots and they don't pay you what you are due to not nice hours not flexible even if you have kids u are given third degree if you want time of im looking for new job do not work for matalan I don't like anything about matalan it should go bust
written by waurawoo on 07/04/2015
I rang the bulwell branch store today about a click and collect item that i needed & spoke to a girl who was lovely and extremely helpful, had great customer service, the same cant be said for the lady that served me the order, the security man shouted her and i signed for them and i said to the security man iv got like 12mins till i have to be somewhere in a nice enough way and 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
written by Putnammk407 on 19/12/2014
Have to say the staff at a few branches in London East and Essex were very helpful finding a cushion for me finally found the missing letter at dalston branch lovely staff there thank you and have a merry Christmas and a happy and busy new year ! Head office need to think about helping customers there rather than relying on the individual to spend hours on telephone trying to locate something they want to purchase but I do like the store
written by lcRandall147 on 08/12/2014
I ordered a Christmas sweater for my husband, described as 'Musical with lights' When I received it the sweater had a similar pattern but was otherwise very different, it had lights but absolutely no music and a different wide white band on the bottom. After several emails, (I'm very deaf so never use the telephone)and several automated replies, I finally sent the sweater back and requested a refund. Another few emails later I finally received a refund, but only the price of the sweater, no postage of £3.95 charged by Matalan, and £2,80 which I paid to return it, not a huge amount of money but it is the principle. I have since detailed the amount and reason for the shortage, and guess what?? Yet another reply saying they had refunded the £20 price of the sweater. I sent another email determined that they should not get away with my £6.75 and this time I said that I would go higher, the email was replied to by ANOTHER AUTOMATED EMAIL, a Matalan card in the post, and amazingly another email asking for a review on the sweater, I filled that in, had no response, then another email headed 'Are we making you happy?' and nothing since. You could not make this story up!!!!! Looking at the reviews, I should have read them first, don't bother with this company because they obviously do not give a damn!!! Did not want to give ONE star! Mrs. P Clarke
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Stannis's Comment
Written on: 09/11/2016
All I keep hearing about is Matalan doing just what you describe, taking money and failing to provide the goods!. They don't answer phones or emails. We won't buy from them again, a total disgrace