Matalan Reviews

I could pretty much copy and paste any number of previous reviews that have been posted.
In summary, do not order anything for delivery if you expect to receive it in a reasonable time frame, if at all.
If you do, then be prepared to be completely ignored and look forward to a very time consuming and draining experience when trying to resolve your issue.
Good luck

Received an order (52722544) on Monday this week, they must have run out of the size of trainer I had ordered so replaced them with an alternative. This looked nothing like the style I'd ordered and was also cheaper, despite them having similar trainers in stock and in my size ( I checked before I tried to get in touch)
I then emailed customer services with the problem but was dismayed when it was auto acknowledeged as it said it can take up to 5 days to get a reply, so today (Wednesday) I decided to contact them through Facebook messenger mentioning as I did in the email that returning them to store isn't an option for me as the nearest store is over 30 miles away.
So the first reply I received was that I could return any item to store!! The next reply after I once again stated this was not possible, I could either return via Royal Mail or Evri, that's fine I thought, that's what I'll do! On checking though, I am expected to pay for the privilege of returning a wrongly delivered item which they still haven't mentioned was cheaper than the item I paid for, so it's lose - lose for me! I'm still awaiting another reply via messenger.
The whole experience has put me off shopping with Matalan again.
Update- they have now advised me to provide a photo of my postal receipt and they will refund it. Still means that I’ve to do all the legwork for their cock up and be out of pocket until I’m reimbursed! I’ve just noticed that they didn’t charge me the higher price so must have held on until the order was dispatched. Still very poor show!

Just attended Matalan Consett, Co. Durham shop and can't believe the attitude of a member of retail staff called Rebecca!! I had completed my shop and paid, however one item was in the sale but I was charged the full price! When i questioned this I was told to find a pair that was from last years stock! 😳 all of the items looked the same apart from size but it was the attitude that this retail assistant had that was unbelievable! She then turned to her colleague and told her to deal with it!! Before turning and stomping away!! I asked her colleague "Lynda" for the assistants name before leaving as I could not believe that customers paying good hard earned money are treat in such a vulgar manner. Having just finished a 12 hour shift as a nurse in record high temperatures I really didn't need the attitude. I will return if only to speak to the stores manager! Also to return the said item!!

Order number 52645569
Complaint number MAT16223384X
Customer service care team assistant Silvia
Bought a hoodie from MATALAN. When I tried it on it was far too small checked and found it was wrongly sized. Had to return item at my own expense and MATALAN have refused to refund cost of postage even though their own ts&cs say they will do so if it’s their own fault that the item had to be returned. Wrote a bad review of the item which they refuse to publish!!!!!!
All round poor service and I will not be shopping online there again!!!

*updated* I spoke to a Matalan advisor Tuesday 19th afternoon who said it wasn’t with Matalan it was definitely evri at fault and she would escalate it to evri and email me as soon as possible with an answer, I still haven’t heard anything about the whereabouts of my order, it’s now 11pm Wednesday 20th, I ordered next day delivery Wednesday 13th at 8pm.
Evri’s last update was on Friday 15th, the paid for guaranteed delivery date, saying Matalan hadn’t had a parcel for them, and that Matalan said there was a delay and they have no update on that.
This is a week now, and still no sign of waistcoats and trousers ordered. £78 taken quick enough though!
ORDER NUMBER: 52756792

I paid next day delivery charges Wednesday night for delivery Friday and still haven’t received my parcel by Monday night, after being told Sunday would be the latest date. I’ve sent emails over the weekend and today and no answer from Matalan. Matalan emailed Friday saying the courier was delayed, but Evri’s status say that they’ve not received anything from Matalan to deliver yet that’s why it’s delayed. We visited local store Wednesday pm (13th) and the men’s suits section was empty, hardly anything, just lots of empty racks, lots of members of staff but no one really helping, just loving shelving around, we gave up trying to find stuff in the end and started trying to order online on phones using what there was in stock as a guide etc. Online had so much out of stock too, we found some waistcoats and trousers but not matching and went for next day delivery, and haven’t received anything. Regret going to matalan so much!

I ordered item on sunday 10th july for click an collect tolf me be in switch island store between 13th an 15th july not recieved any emails to say in store!!! Need this too!!! Money been taking out of bank trying to get through an speaking to customer service an them not hearing me or understanding me is a bloody joke!!!!! My order number is 52687926 please advise me an update a.s.a.p do not ask me to call customer service be i aint!!! They are not helpful at all 5hry haven't a clue ive emailed so many times too nothinking waste of time!!!!

Extremely dissappointing bad customer service lied to and even worse warehouse service. My partner and i bought a cotbed for our child as he is quickly outgrowing his moses basket had it delivered and waited for the matress to be delivered from another company i was away for work and on return opened the boxes up and started following instructions one bit at a time when it came to the headboard part the holes on one are where they should be and the others are in completly the wrong place so it has been put together wrong in the factory so my partner called matalan on saturday morning to which she was told they would put it down as urgent and someone will call back later to discuss, low and behold no phone call my partner then phoned on sunday and was told it has been put as urgent but the company they use (east coast) do not work weekends so not sure why they would say that we would get a call back (lied to about calling us back) but was assured someone will call us monday morning, monday morning came and so did lunch time "nothing" so my partner called again and was told they can see the notes it is urgent and they will keep us update and have forwarded the pictures to (east coast) and will await a reply it is now the end of the day and we have recived an email stating they will be in contact to help with going through the instruction or offer guidence all the will in the world that cotbed will not go together as three sets of bolt wholes are in the right place the fourth are not in the right place not even remotley close its very clear by the pictures we provided to matalan and that have been sent to east coast that this is the case and yet we are still awaiting a cotbed that is fit for purpose and manufactured correctly to arrive running a large company my self this is the customer service that nightmares are made of if anything like this was to occure in my workplace i would arrange a courier that day to have it replaced on monday afternoon or lastest tuesday but something tells me this ia going to be a up hill battle and lots of phone calls to have this rectified as a matter of urgency as if this continues it will effect our child sleep and stop him being comfortable when sleeping this again is simply not acceptable and just shows poor service and reflects badly on matalan and east coast would never purchace something from either ever again!!!!! Order number 52336767

Struggled to find anyone to help me but when i did they were lovely and helpful. would prefer more cashiers and less self service though.

Ordered with Matalan in the past a few times with no problem but it seems something has gone badly wrong recently. I ordered two beach towels and a pair of suede loafers and some shorts. Today I received the package but only the towels were inside although the credit note inside listed all 4 items. Spoke to a very unhelpful customer services rep who told me I need to fill in a form and after it's looked at and agreed I will have to wait 5 days for a refund!! Bloody cheek. I just want my items!!! I asked for a manager to call me back but after 3 hours still no call. I rang again, I spoke to a more helpful person but apparently manager still on the phone!! No wonder with all these awful reviews. The missing items are birthday gifts for my husband and this has financially inconvenienced me as well as wasting my time as now I have to go shopping again. I will not wait 5 plus days for my money back. If the goods do not come tomorrow (as one customer service woman said could happen as it's within the 5 days delivery time frame) I want my money paid back immediately. What is happening with items being packaged at your warehouse? What is going on? Is someone being dishonest there? This business will not survive if this continues 😒 so many terrible reviews. Don't treat your customers as fools.

Edit. I have now had a refund for the missing items (not sure why I was told I had to fill in a form and wait for 5 to 7 days. Also not sure why the items were not just resent as they're still showing as being in stock.

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.

firstly the sizing is NOT accurate, everything was cut so big i (a 23 year old women) ended up buying dresses in a kids age 13, which is fine i found some ones suitable for my work place, but why there weren’t any size 8s or 6s in any of the dresses is beyond me, even in other clothes i found about 2 items sized 8 but nothing in a 6.

secondly the checkouts is all self service! as somebody who has dyspraxia i find simple things like folding clothes and then putting them in a bag quite challenging. Nothing against the lovely girl who worked there and helped me out, but the fact there was NOBODY on a desk to serve people is quite baffling if i must say.

The clothes however are a good quality and i’m happy with what i bought, however i am NEVER going in another matalan store again. far too stressful. Might do an online shop but the sizing is cut so big i worry it won’t actually fit me!

Order number - 52483361

Returned several items nearly two weeks ago. Tracking shows the parcel hasn’t moved for 10 days. It’s obviously lost. No reply to email and no customer services phone number so it looks like the only way to get a response is by slagging them off on here. Technically the delivery issues are down to Evri but if you insist On using third rate couriers then that’s going to come back on the retailer. Also if you then don’t provide a decent service for people to resolve the issues caused by your choice of courier then you’re going to get crap reviews. Won’t be using Matalan again and hopefully I’ll get my refund if somebody bothers to read this. Seriously, spend your money somewhere else.

Send me your address please to give you full account of problem I experienced.



Went to check out and found the young male assistant not concentrating and was not managing to separate the self check out to the assisted check out. I stated there is a big que can we attend the self check out he stated yes I told everyone and I stated I wasnt here to hear as just arrived he turned and was abrupt told me in a raised voice look iv told you ok! Was shocked and somone behind me was asking is this the way to self check out. Its managed badly in Brighton. Was horrified a shop assistant could be that rude!

Order number 52771924. Clothes are ok, nothing special but will do I guess. Ordered 4 shirts and 2 pairs of Trousers. The shirts are ok, the blue ones are a little dull and the white ones are pretty standard. Same with the Trousers, pretty standard.

The main problem I had was with EVRI.

EVRI delivered to the wrong address, no card through the door. They took a photo of a white door as proof of delivery despite me having 2 red ones. There are 111 houses with Porches here. Luckily they were dumped at my next door neighbours cousins house. They dumped £300 worth of clothes parcels there which I needed urgently by Monday for a new job.

Matalan, it's time to ditch EVRI, they're useless. Dropped a star as it's part of the Customer Service Experience.

Edit. On further inspection and after ironing the Shirts and Trousers are a little thin but the quality is not too bad, probably won't last long though. Amended to 4 stars from 3.

I placed an order on 13th with next day click and collect option, two days on and I am yet to receive a text or email to collect the items from store. I have checked the on site tracking and the status is "shipped", I have checked my bank account and payment has been taken. I tried to contact customer services via email and got an automated reply stating it could be up to 5 days before I get a reply!!!!. For a customer focused organisation this is poor. This will probably be the last time that I order from the matalan web site. It seems by reading other reviews I am not alone in thinking that matalan is being ran by an incompetent senior management team whom have lost their focus on who pays their wages i.e their customers. If any one from customer services would like to look into this matter the order number is 52748104