Matalan

Ordered online. Delivery by Evri delivered to wrong address but nobody can tell me where it is. No response from customer services and no refund

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.

Placed order online for collection 9-11th december... (xmas gifts). Waited untill 16th and then contacted matalan as i had not received message to go collect my order... sent several emails with no reply... then on 17th december i get a message saying my order refund had been given... will be up to 7 days for money to go into my account... good one! Not guaranteed i will have the money back before christmas. I will never shop in matalan. Their service is terrible... please people shop elsewhere do not order online for collection...

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 #*******

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!

Ordered 3 sweaters for different members of my family all Navy and Navy confirmed on Invoice. Arrived all Beige and quite ugly. Contacted Customer Service to ask if they could advise if Navy were available and to resend with a pre paid label to return the ones I had not ordered. Was told to send photo? Photographic evidence that I had received beige sweaters and not navy ones? Sent photo, was then told they could not send Navy as 'order restrictions' prevented this or send e pre paid return label but I could return beige sweaters at my own expense. I asked for full refund including the original P&P they had charged me to send wrong coloured items. Told me to go to my nearest Matalan, if that was easy I would not be ordering online, I do not drive and will have to arrange for someone to drive me there or take 2 buses there and 2 buses back. Totally Matalan's error yet refuse to refund original postage and I will have to pay further postage to send them back. Disgusting attitude from a large retailer. If I had not liked the sweaters then fair enough but they sent the wrong colour.

Well what can I say, very very let down by there online service which is appalling. Ordered Monday paid for next day delivery which didn't arrive, nightmare trying to get through to them, eventually spoke with someone who informed me she would sort this problem. We're now on Thursday and customer service still cannot locate my order. Yet they are quick enough to take the money out my bank,. I'm so angry and disappointed with the service I have received so far, it's taken them two days to find my order and I still am no further on, so now I again await an email from matalan as to the whereabouts of my purchase. I will no longer be using matalan to purchase on line. Totally disappointed.

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.

I ordered a moses basket 3 weeks ago for delivery within 3-5 days. Evri aka Hermes sent a delivery email for afew days later and i received nothing! Contacted customer services to be told their opening an investigation. I have no item delivered proof from Evri yet Matalan will not refund me! I have to wait for this investigation which has been goin on for 5days now. Bare in mind i am about to have my baby tomorrow and nowhere for him to sleep! Sort yourselves out Matalan. I am stressed out enough as it without all this messing about!

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!

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

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!

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.

Both manager and staff needs to be trained how to deal with customers. In Lewisham Matalan the manager was very not nice, felt I was abuse racially with her staff standing next to her also intervene with racial comments and she did nothing. Please avoid Lewisham Matalan

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

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!

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.

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

I purchased some sale items in the Biggleswade store, I tried them on at home because they no longer have any fitting rooms.
As the items didn't fit I returned them for a refund, I had paid using my debit card so I was expecting the refund to be put back on the debit card.
They flatly refused to do this for me and issued the refund onto one of their gift cards, thus forcing me to return to the shop another time to spend what's on the card instore.
So be aware if you buy any sale items here because they wont give you your money back if they don't fit.
I will now only go back once more to spend the gift card and then that's it, I'll no longer shop at Matalans ever again.

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

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

Everyting smells weird. The quality is awful, nothing lasted passed the rerfund date.
Store layout is terrible, and very messy.
Rude uninteresed staff.
This is a terrible place