Having read previous reviews I was a bit wary but ploughed on and placed an order two weeks before Christmas. I was a bit miffed that it took them two days to dispatch, but it then arrived two days later with all my items.
My only complaint was that of the delivery driver, I was in bed (albeit awake) at the time so my bedbound relative asked them to leave it in the hall - which they literally threw it down at the floor. Luckily I had nothing fragile - but that cannot be placed on Matalan, but Hermes,
I ordered some clothes back in October. Money was debited 25/10/13. No package ever arrived, no contact at all from the company. When I called I was told package had been reported as damaged by the courier so never delivered.
Finally got response to an e-mail 45 days later saying they would only refund when the package arrived back with them. WHAT?? I've never seen this package, I did not choose to return it, IT NEVER ARRIVED.
Bought an item from Matalan which arrived in damaged packaging (don't know how they could despatch something like that). When unpackaged, it was clearly shop-soiled. The item was also much smaller than advertised. When I tried to return it, two emails I sent were ignored. On calling the helpline, was told they could send me the paperwork for returning the item, but that it would arrive 28 days after I purchased the item so I may not be entitled to a refund. The upshot is that I won't be buying anything from this store again.
I purchased an item on Monday and paid £4.99 for Next Day delivery. As I did not receive the item the next day, I emailed customer services on Wednesday to ask where my package was - I got no reply.
I emailed again Thursday morning - no reply.
I used the service on the Facebook page whereby you can request a call back that day- no call back. I sent them a Facebook message - no response (even though they say they will contact you in 24 hours). I tweeted them- they said they would look into it but OF COURSE I received no email or phone call to follow this up.
Called them today and they said they had no idea where the package was and would email the courier to find out. But they said it would take 4 hours and the woman on the phone said she'd have to call me Monday.
I paid for next day delivery because I wanted it THE NEXT DAY. I'm going to be away from Monday so won't have this item before Christmas. They've said they'd refund the delivery charge (as of course they should) but I'm concerned from others comments that this won't be paid, so I will be keeping watch to ensure they do.
Matalan- you seriously need to sort out your customer service as it is totally unacceptable.
I was doing a little internet shopping and found some items I'd like on Matalan.co.uk, I generally forget to check the reviews on websites until after I've purchased something, but I didn't this time, and I have to say I was very put off by all the negative reviews on here, so I delayed my decision on making a purchase, but in the end I went for it, hoping for the best. I chose next-day delivery and got a confirmation email, then later a dispatch notification. My items came the next evening, around 5pm or so, in perfect condition. So overall I wouldn't be put off from ordering from Matalan again, although I do understand some people have had a bad experience, I would still recommend purchasing from this site.
Now, as someone who is into both Hugo Boss and Lacoste, Matalan clothing is a rather 'cheap' choice, but I think of their styling/fabrics/cuts as a bargain considering the prices - definitely suitable for impulsive, care-free purchases as any shopaholic adores. Checkout is simple, as is their filtering of items, and I never once had an issue with either delivery (despite length at times) or browsing their website.
I have not had any experience with their customer service so far to comment on this critical department, yet I believe it's positive that I haven't as it means they're avoided any issues to require it.
4 seperate occasions, via phone call and email I was told I would be refunded my next day delivery of £4.99 after not receiving my parcel until 14 days after I placed the order, down to their ridiculous customer services. I still, over a month later, have not received this refund. I will never shop at Matalan again. Very poor service and equally poor delivery firm. And I have warned all of my family and friends never to order from Matalan.
I placed an order with Matalan online and when the order confirmation came through I noticed they had my previous address on the order, which was strange as they had not sent anything there for over a year and i had previous had two orders sent to my current address.
I immediately sent an email to their customer services email address to state that the mistake had been made, for which I got a confirmation of receipt. after no response the next day I emailed again - again receiving a confirmation email.
The next day I got an email from matalan stating the order had been despatched - to my previous address !!
I called them - the response - NOT OUR PROBLEM !!!
Also they said I had not emailed them at all !!! and that you can't change an address !!
MATALAN DO NOT READ EMAILS SENT TO CUSTOMER SERVICES - be warned.
for matalan - RE: order number 3655867, your guys really did say not their problem !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
I made an order Saturday 1.00 pm which was accepted and receipted by them. 7.00 pm received an email saying " very sorry but the items you ordered were so popular they sold out before we could get them to you". This is the first time I have ever come across this in 5 years of internet purchasing. Shows a very badly organised company. Will not order from them again.
I have literally purchased hundreds of pounds worth of clothing over the last 5 -6 years from matalan. Mostly I buy online and occassionaly go instore.I am a top contributer for their reviews Just ordered summer bikinis - paid and sent for collection at local store. Just had a flier through advertising same items with big discounts - telephoned customer services and explained . Asked if I could stop order and order online with new discounts. NO. Asked if anything they could do for a good loyal customer. NO Explained art of customer service and asked them to look at my account NO.......more training I think if you are going to be in the customer service centre and do well Joanna!!!!
Its my first time ordering from matalan online, there was a superb choice online, payed with paypal, opted for next day delivery, recived a prompt confirmation email then by 7pm that evening my order had been dispatched! Called customer services at 8.30 the morning of delivery as my tracking number wasnt working, the staff member was really helpful and polite, he said it should be with my afternoon, then as if by magic at 1 it arrived by hermes, less than 24hrs after I made my purchase! Well done matalan, there is some hope for internet shopping yet!!
I am positive I wrote this negative feedback recently however it appears to have been removed so here we go again.
I recently attempted to purchase items on the matalan website. Terrible website with very little choice compared to the store. After spending a great deal of time attempting to find something to purchase I found that I was unable to pay for the products using matalan gift vouchers. I have never come across another company that sells gift vouchers and do not allow you to pay with them! Alongside this I emailed the customer services department, received an automated response back stating that I will hear back from them again soon. Over a month later I had no reply.
Shocking customer service, poor quality goods in store. Definately worth avoiding! I for one will not be purchasing anything from matalan again.
The same price and quality of the clothes that you find instore, but the website will quite happily sell you products that are out of stock - so buy a 3 piece suit and expect the jacket to be missing, buy a 2 piece bikini and Matalan expect you to sunbathe topless!
When they are out of stock of an item they don't ask if you want something else (another colour / size etc) they simply remove it from the order and send the rest.
If as I found the half order was no good incomplete they refused to refund the original delivery they refused to pay for the return postage and just gave an email saying tough you agreed to the T&Cs
"13. We try to get product descriptions (both text and photographs) correct, and to ensure that product availability is accurate. However, product descriptions may change and availability may not be accurate. Where the description of a product changes, we will try to make you aware of this when you order, but you agree that we should send you the product which is in stock even if its description has changed. Where a product is not available, we will try to make you aware of this when you order, but you agree that we should send you any products from your order which are in stock even if one or more other products from your order is not.
So as I am very sorry we could not fulfil the order completely, on this occasion I cannot refund the delivery for the order as it does state in the Terms and Conditions that you agree that we can still send the remainder of the order, even if unfortunately we cannot fulfil certain items."
So for the sake of a few pounds each way Matalan has now lost me as a customer - if they had phoned or emailed before order dispatch I could have switch the suit to another design but they don't give you the opportunity.
The customer service timeframe is also appalling taking around a week to respond to each email, prefer to email so I have a record of any correspondence.
Company's Facebook page has plenty of similar problems. What's the point of a company joining social media if they don't read, resolve, reoccurring problems within the company. A Facebook page should be an advert for your company not a warning to new users!
Amongst several items I bought a pair of jeans which proved to be faulty. I returned them to the store, they could not replace them - nor could they obtain them for me from another store - but, because I had used a promotional voucher in part payment in the original total purchase, they refused to reimburse the full amount of the cost of the jeans giving me a voucher to spend in store instead. I have had email dialogue going on with customer services since October which has at best been very patronising and has finally resulted in me reluctantly accepting an additional in store voucher as compensation. I really don't feel that they have understood that they have behaved very badly by expecting me to go back and forth to their store to spend a voucher when all I really wanted was a pair of wearable jeans. I would have no confidence in buying from this store again - if it's faulty you are unlikely to get your money back! Needless to say I will spend this voucher and never ever buy anything from Matalan again, there are plenty of other stores out there who genuinely want to give good service to their customers.
Well folks...I regret now that why I did not borther reading thid site before used MATALAN for very first time. I recently refurbished our home and ordered a matching bin, what my daughters wanted for their wash room. Ordered bin paid £8.95 through PAYPAL account straight away, this was 10th NOV 12. Never recieved order at all, rang 22 NOV 12 and enquired about my item, they confirm order was dispatched bur courier sent it back as package was damaged!! I enquired about refund, lady goes she will get back to me. No contact until today when I rang again, where I was told exact same...I was very unhappy anf wished to make official complain with MANAGER...I was told to make complain in writing using MATALAN website. Also that refund process will take some time...an hour later I had email of them where they confirm regunded payment of £7.00 in to my account...this is £1.95 less what they took of my account!! I could understand if I would have returned item...but this is no case at all...item never even arrived at my door step at all. Whole of their sale on line and delivery tracking confirm BIAS to me!!!!!! I m so unhappy.....
Bought an item of clothing on their website. Displayed at a discounted price but charged full price. After two weeks have finally had a response from them saying that the offer had expired, despite it still being advertised wrongly on their website. Will be taking this up with trading standards as their view is that it is 'my fault'. Very, very poor.
I purchase a lot from internet but this site everyone should stay away from. It looked like good site with product at reasonable price and so I ordered quite a lot product at same time which gave me discount but they cancel some of my product after I purchase them saying they ran out of stock but they didn't return correct amount back to my account. I emailed them, they were saying they applied my discount on this product but how could you apply discount on product I haven't even got. customer service been quick in reply though accepted their mistake as systems problem but didn't return the money instead offer me voucher.