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Matalan Reviews

3.6 Rating 1,858 Reviews

65 %

of reviewers recommend Matalan

Company Reviews

Product Reviews

3.6

Based on 1,858 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 26%
Accurate And Undamaged Orders	Greater than 78%
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

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Matalan 1 star review on 19th October 2022

Matalan 1 star review on 19th October 2022

Matalan 2 star review on 3rd November 2021

Matalan 1 star review on 18th June 2021

Matalan 1 star review on 9th June 2021

Matalan 1 star review on 29th April 2021

Matalan 1 star review on 29th April 2021

25

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Unfortunately the shoe sizing is incorrect on your website. The size guide says a ladies shoe 8 is a 42. I am definitely a 42 with shoes. Ordered online a pair of sandals size 8 and they were a 41 so knew straight away they wouldn't fit. Very disappointed”

Posted 2 years ago

“Ordered 2 tops online. Luckily had photos of order and payment details. Should have checked them instore. Both incorrect. I returned them to store and they had real trouble refunding as the details on the invoice was wrong. A long queue materialised behind me and I felt really sorry for the staff. Apparently this scenario is not unusual. I live quite a way from the store so won’t be ordering online again.”

Posted 2 years ago

“Ordered 2 items using a discount code. I thought I had got a real good deal. After a while I was told that the items are out of stock. However, I checked their site and I could still order them. Of course my discount can’t be used again?? It was a one off?? It disappeared! I feel the company doesn’t want to sell me the items cheaper. I was going up collect in store, I also checked another item and no click and collect available so was going to be charged £10.00 delivery for all items, including the 2 seat garden bench cover is far too steep!! They really need to look at their delivery charges. Other company’s charge £3.50 for standard delivery, compared to £10.00 that is way to expensive. Going into the store is a good experience but on-line shopping is very very disappointing.”

Posted 2 years ago

“I called into my revamped store in Washington Tyne and Wear. It used to have about 12 changing rooms for men and ladies now they have 3 for both sexes. The queue was massive. Then when I went to pay all the tills have been taken out only to be replaced with 2 self services till which again the queues were long. It was a hot day with no air condition on. Before if the queue was long they would put another till on. But this can be done now. The staff were trying there best to get everyone through but with only the self services till available theres not much they can do. I cant believe the new revamped store is worse. It will be a while before I will be going back.”

Posted 2 years ago

“I received my online order & one of the items was not what I ordered. Went to my nearest Matalan Store was told they could not accept the return as they had not got the item I wanted in store . I’m now expected to pay to return the item when it was Matalan’s fault . Lesson learnt don’t make purchases online & pay to have them delivered .”

Posted 2 years ago

“Returns process, find it annoying that you have to pay delivery and then again to return. Spent nearly £8 on a £25 blouse that I didn't keep. Yes you can return to the store for free but that is also costly if no local store. Won't be buying on line from Matalan in future.”

Posted 2 years ago

“Matalan Bromborough also gone self-service. One young man on guard, lots of old duffers like me trying to scan several garments on an over-sensitive scanner which kept posting things twice. Then you have to remove tags, hangers( no, I don’t want your plastic detritus thank you) and disentangle garments, necessitating further assistance from someone who is with no trace of irony probably a ‘customer service’ person. Why don’t you just give us a few lengths of material, a sewing machine and a pattern, and we can knock up the stuff ourselves, saving you the bother of having to go through all that tiresome mucking about with ordering and importing? Then, once we’ve sold the finished articles to ourselves, we can lock up on the way out.”

Posted 2 years ago

“Terrible service. I was told that if paying by card it’s self service only. There was no one else queuing or being served and at one point 3 members of staff stood behind the tills doing very little. Mensheviks I struggled to get multiple security tags off the clothes I had bought and then to top it off there were no carrier bags available. I won’t be returning.”

Posted 2 years ago

“Having the wrong goods sent I had to send back. Took over 3 weeks to get refund as Hermes lost it. Had a voucher for return postage. Tried using it but couldn't get it to work even though customer service said it did work. I would never buy anything from Matalan online again and don't recommend anyone doing it either.”

Posted 2 years ago

“Placed an order matalan said it was despatched hermes said they have nit received it and to contact matalan which then ignore you please avoid at all costs”

Posted 2 years ago

“Website chronically slow and keeps bombing out. Won't be using website again. Prefer to go instore.”

Posted 2 years ago

“Visited a store today to find the tills are self service, that’s it for me, one girl helping customers to pay using high street vouchers, had to wait till they’d finished to help me with a double purchase on the scan. Not shopping there again”

Posted 2 years ago

“Ordered items on line. Despite ordering fragile items, everything was thrown into plastic bags with no additional packaging. I have no idea how Matalan thought they could be delivered safely when posted out like that. The plastic bags had been split in transit and everything was either smashed or damaged. Had to take everything back to store for refund where the assistant seemed neither surprised nor bothered and made absolutely no comment at all! All round a really poor experience of Matalan”

Posted 2 years ago

“Appalling service! Dress arrived from online order with security tag attached! Raised issue last March and still unresolved- sent evidence and tried to return but they will only offer refund after completing an invoice that months later they still have not sent me! Worst service ever and I will never buy from them again!”

Posted 2 years ago

“Placed and paid for an order and hasnt arrived contacted both hermes and matalan and received an automated response stating they're customer service was now on holiday! Terrible”

Posted 2 years ago

“I ordered 2 coats. One arrived but I took it back to the store. £35. The other never arrived. After sending emails and ringing the store and being told it was on its way I decided to contact PayPal and opened a resolution. Had refund of £45 with a few days.Thank goodness I used them. Shame as I like the store.”

Posted 2 years ago

“Clothing rarely fits. Matalan clothes suppliers need to learn how to use a tape measure. Items listed on website are always out of stock when you visit the store. Waste of time and money. Customer service non existent.”

Posted 2 years ago

“My order has been stuck with Hermes for almost 3 weeks now. Can't get a sensible answer from Customer Services, have asked for a refund but no response from them yet. Won't t be using them again.”

Posted 2 years ago

“Not been into matalan store for a long time as have been ordering online. All tills were self scan except 1 (cash only)... Dreadful will not be going again”

Posted 2 years ago

“Avoid shopping on line with these ,your products go missing and ive been waiting 3 weeks still no refund .They also use hermes and they are a nightmare as well .To be honest I've never had such a problem with any other company ordering on line ,I will never use this company again ,first and last time .”

Posted 2 years ago

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Matalan is rated 3.6 based on 1,858 reviews