MatalanReviews 47

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.

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

As embarrassing as this is I feel I have to share my experience of one member of staff and management in Matalan Hayes this yesterday evening

I am sorry to say I have an incontinence problem which means I need to get to a toilet urgently when it comes on. I try understandably not to broadcast this in normal circumstances. When I went in the store I was perfectly fine. I had two baby hats I wanted to exchange not in a bag but visibly on show. I paid £7.50 approximately for them in Bracknell as part of a larger purchase. Armed with the receipt I immediately approached a female member of staff who was standing near the door. I had both hats in my hand and I informed her I wanted to exchange them. Not sure why I would have done that if I was a thief. She told me that was fine and to choose the item I wanted and take it to the pay desk.

I went to the baby section and as I was looking it came on. I went to the lady still with the hats on show and asked if I could please use the toilet as I had started to mess myself. She told me they were not allowed to let customers use their toilets. I asked her where I could go and she said she didn't know that there might be a cafe over the road. I decided stupidly to try to manage it and went back to the baby section to try to finish what I was doing and not have to come back. It got far worse. I went back to her with the hats on show and pretty much begged her to use the toilet. The same answer came and she didn't know where the toilet was. I was embarrassed and in a humiliating situation. I went to walk out the door and she asked to see the receipt. She then started to say she hadn't seen me bring two hats in and went off with the receipt by which time I was shouting because I had now fully messed myself. She said she couldn't see the items on the receipt and was holding it up to the light while I had in the indignation of standing like this. I was shouting I have messed myself more than once. Another lady came and said leave it. I told the first lady I would be back to make a complaint. I went across the road to the working men's club and got no answer. I then turned to B&M and I actually thought as I was not buying anything there I wouldn't be allowed to use their toilet if they had one. I asked a man to help me in the store. He took me to the toilet. He was so nice. I had to dispose of my underwear and I smelt. I looked at the receipt and saw the two items at the top of the receipt. I went back into the store and approached the lady and said I wanted to make a complaint and she then turned round and said she was ever so sorry. I told her it was not good enough in the circumstances. I said that if she was that concerned she should have been so when I came in the store, that she could have held on to the hats while I found a toilet. She could have even gone to the toilet with me and stood outside and shown some compassion and humanity, or she could have taken the things to the counter when I entered. I asked for the address of the managing director. Instead I got the manager. I explained to him the situation and he said if I had gone to her when I came in then he would have a word with her. No sorry. He gave me an email address. That was it. I exchanged the items with the receipt. I left feeling absolutely distraught and in a mess.

I have never been treated like a thief, been humiliated in such a way, felt dirty and the lowest of the low like this before. I share this because of how it has made me feel.

What has it come to. Are we more interested in thieves than customers? Are staff not able to apply some commonsense. I was degraded on every level.

Please don't come up with excuses. If other stores can treat people with dignity and respect as customers when you are not even using their store then why can't you?

I want a formal sincere apology at the very very least and a commitment to never let a situation like this ever happen to any other customer. I'm 65 years old.

I have shopped at matalan for years and have spent a fair bit with you. If it was you, would you continue to do so?

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.

Good afternoon! I want to write to all customers so that they know! In the Matalan store, for unknown reasons, on December 26 and 27, fitting rooms were closed where things could be measured. This means that you cannot measure a dress, pants, etc. So, we all buy it in the hope that we can measure it at home. But as you know, things are not always suitable and we carry them back with the hope of returning the money. At the Matalan store, you cant do that. You will not be offered this option. You simply will not be given money in cash or through a bank card. They excuse you to transfer all your money spent for your purchase to the Matalan card. Well, you understand that there is no way to remove from there. But the most interesting thing is that for example, on the 20th you bought a dress for £30, and on the 26th of the sale. 50%. And this dress on the 26th is already £15. But you will only be refunded £15 for this dress, as it is already cheaper on the 26th. In Matalan, manager Camilla works at Cricklewood. She actually has no place to work with people. It behaves in such a way that the whole world owes it. Brazen and very wrong with clients. So that you understand, everything I wrote above is just very outrageous. It looks like a scam and a scam! This is such a disrespect for customers. I will write everywhere so that people do not shop, measure it at home. Before you buy from this store, think 100 times. Since you cant get your money back. It remains only to buy something back in the Matalan store again. This is called swindlers, chief manager! Good luck to everyone.

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 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.

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.

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

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

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.

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…

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.

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!

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.

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!

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 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!

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