Is matalan.co.uk Legit?

Shop was very clean and tidy. Staff visible if I needed any assistance and the collection of my order was slick. Lovely young lady looked after me and the order was given to me straightaway. I also bought a further 4 items after browsing in the store. The staff member who helped me was very efficient and even asked if she could review my ancient Matalan card to the new version which would mean I could self serve in future if I wanted to, great experience. I was welcomed into the store by staff and als when I left.

Customer service on this occasion was excellent, but, it can be hit and miss in this store. The week before l made this purchase, which was a click and collect, l had been in and picked the items off the rails and went to the tills. One girl was serving a customer and another was on the second till doing something. I waited, no acknowledgement, and waited, still nothing, so l put my purchase on the counter and left the shop. Items only totalled £22.50, but if you have many customers being ignored and then leaving, that would soon add up! A simple, "sorry to keep you waiting" would have made me stay and make the purchase! I was paying in cash otherwise l would have used self service.

Great delivery service from Matalan.The Aubrey easy fit lamp shade is a really nice shade. It looks great and gives a nice, warm, bright light. It would have been perfect had it been 10cm bigger in diameter, unfortunately it’s a bit small for our bedroom, so sadly will have to return.

Ordered and paid for 6 pairs of shorts, delivered to my home. Kept the best fitting two pairs and ordered another 2 pairs (of the same in different colours) delivered to nearest store on Click & Collect, where I also returned the unwanted ones. "Simples"Save a lot of time going to shops where they have run out of your size or don't keep the full range.

Nice jeans at good price, size down fitted well cos quite stretchy (see fabric content). Getting wow with combat style boots & baseball hats.

The items I bought on line were available promptly, and I am happy with them.My only issue was that at the Burton-on-Trent store from where I collected them there was no sign indicating where to go. (It turned out to be the check-out point which dealt with 'Returns and Refunds'). A clearer indication would have been really welcome.

Ordered dresses online but had to send them back because the sizes were generous. Sending things back in store was super easy. Really helpful shop assistants. Great Matalan at Stockton on Tees.

Ordered on line as not available in store.Advised by message that goods available to collect from local store.Goods available immediately on going to collect.All items as ordered.

The order arrived very quickly and well packaged. The items inside were as expected but a couple of items needed to be returned and there was no pre-payed return label so I had to pay for return.This very much marred my online purchase experience

Very pleased with my Click and Collect purchases - good quality, value for money items, and friendly, helpful service on collection - thank you

I found it easy to find and place my order. It arrived in a reasonable timeframe for a delivery from a third party (Threadbare) and the delivery from Matalan arrived a day later.

Suitcase available for collection very quickly. Helpful young store assistant removed all packaging making it easy to load into my car

Once again the items bought from Matalan fitted me nicely were of good quality for the price and shall look forward to wearing them. Only the white ladies trousers were a little see through so I returned it. Quite happy with my other purchases.

Ordered on line easyConfirmation of order by email straight away Message sent to say delivery was at the shop No problem at the shop So first class service

The clothes fitted well. The delivery was quick and I was informed all the way, and retuning was easy with the refund being processed quickly. Would definitely shop there again.

Ordered items on the 30th July for click and collect to my local store. On my account it said the order had been despatched estimated delivery 4th August it is now 5pm on the 7th August and still have had no notification to say I can pick the order up. Been in store and it’s definitely not there. Ordered items from other stores click and collect and collected those items in two/ three days. Why does it take matalan so long.

😭MENTAL HEALTH AFFECTED😭ORDER COMPLETED ONLINE 2ND JULY 2024 5 ITEMS,DELIVERY DATE 5TH JULY 2024.IT'S NOW 6TH JULY 2024 CALLED MATALAN REGARDING MY ORDER,ONLY TO BE TOLD THERE WAS AN ERROR WITH MY ORDER & HAVE TO WAIT 24-48 HOURS BEFORE I RECIEVE ANY FEEDBACK !!! 😡😡😡 STAY AWAY FROM MATALAN ONLINE...THEY HAVE NO CUSTOMER SERVICE ⚠️⛔⚠️⛔⚠️⛔⚠️⛔⚠️⛔⚠️

I paid for fast delivery as needed my items for a certain date and it was 7 days late. After going in to my local store where I was supposed to be collecting from they were unable to help me chase it up and said I had to do it online. I was also unable to track my parcel online and was just shown an error message every day.

It's one of the best online services. Easy to navigate and ease of notifications to keep you updated. Great products too. Thank you

I ordered lemon jeans, the colour and style were lovely however I had to return as far too big. The ordering experience was very easy.

“They do not believe in data protection”

Bought disk of eBay, had customer's data on it. Names, address telephones, credit card Transaction. Told Matalan, they offer a £20 Matalan Gift Voucher. In cost my must more to buy the disk. They do not believe in data protection. Tip for consumers:They do not believe in data protection Products used:will not be shopping at Matalan Service Value Shipping Returns Quality

“Simply awful. The worst service I have ever had to put up with.”

On 26 May 2022 I put in an order with Matalan for a pair of tan desert boots. Two days later, via a courier, I received a totally different pair. I emailed them the same day to inform them of their mistake: It's now 7 June and I have yet to hear back from them (they say they aim to reply in three working days). To add insult to injury they expect me to pay the £2.99 cost of return via their 'online returns portal'. I'm absolutely disgusted at their shoddy service. Tip for consumers:I would have liked to have been warned as to Matalan's total lack of service, quality and professionalism. Products used:Shoes

“Online order”

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. Service Value Shipping Quality

“Don't order from them”

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 #******* 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

“Customer service for online order refunds”

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

“Worth 0 stars”

I wish I could give 0 stars to this company. I ordered 3 items on an order, of which 2 were dispatched and 1 was cancelled stating that the item is out of stock. I could clearly see online that it wasn't out of stock, and was able to place an order to get the one item which was apparently out of stock. The 2 items on the first order were dispatched, only for the courier to receive it and send it back to the Matalan rather than delivering it to my doorstep. Matalan then turn around and state that they will refund and can't send the item back. Didn't make any effort to help the customer in this instance. So good at disappointing customers. If you have time, money and patience then feel free to buy from this useless company. Don't even understand how this company can survive… Tip for consumers:Avoid this company Products used:Suitcases Service Value Shipping Returns Quality

“Wrong items”

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!

“Moses basket £100”

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! Tip for consumers:Dont bother Matalan are not reliable Products used:Non cos i didnt receive it! Service Value Shipping Quality

“Dont buy”

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

“Bad customer service in Lewisham”

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 Tip for consumers:Avoid this store Products used:Top Service Value Shipping

“You wont be given your money back here!”

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. Service Value Returns Quality

“Order and collect from store”

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...

“Passionately would advise everyone to avoid this company”

Passionately would advise everyone to avoid this company. Go to Primark or H&M instead. Matalan products are inferior the management team is useless and the website looks like it was created by a 3 year old.

“My parcel apparently is missing!?”

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!.

“Luggage”

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.

“I have a super cute dress and got so many compliments...”

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!

“Wish there was a Zero rating.”

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.

“Absolute thieves”

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

“Shocking service.”

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.

“Suit bags”

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.

“Excellent customer service”

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.

“Not bothered attitude”

Went to matalan this morning to look for mens t shirts, none found and what they were was not worth wearing. So I sore a pair demin short which had been put on a hanger it was a fig 8 style with the correct size saying shorts 34 w 10.00 I was not bothered about them, put as I was there I thought go on get them there will be or right to sit around in. Well we got to the tills which there was one lady on, and another lady moving about behind the tills. Now we have got a long queue with lots of empty tills which a customer had to shout up can "we use these tills".? That is when the lady who was not serving shouted if you are using a card please use these tills. So I scanned my shorts and something else and it double scanned, so we told the lady who told us to use them she replied one minute and I will be with you then that's when I noticed that the short was not 10 pounds they was 14 pounds I was only buying them for the sack of been there and when I spoke to the lady about it she coldly told me someone must have put them on the rong hanger put had been professionally put on, in a not bothered voice due to the comments i thought to myself you know what keep your shorts I'm buying them for both the reasons. I will never shop here again. Service Value

“£100 later and NO item received after 14 days”

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!

“Unbelievably bad customer service”

I bought kids bedding from Matalan. It had no poppers on one side so didn't close, so was faulty. I don't live near a store so emailed them. They said I need to return to store. They've said I can have a online discount, but have to go to store can have free delivery instead but again have to go to store so all completely pijtless as getting to the store is the issue. Ive conflicting emails from them. One minute they are out of stock next email thy have some in some stores. The product is faulty so they should replace it I've sent photos for proof but they flatly refused be aware eithe avoid them or check things carefully if it's faulty you will get zero help.

“Advising others not to buy from this company”

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