Hi.
I thought that I would do a review of my recent experience Buying online on the Matalan website.
I have been getting emails from Matalan for some time now but haven’t been interested in what they had for sale in them, but on Sat 13/02/2021 I did. They had three shirts on sale at £7.00, £7.00 and £10.00 down from £15.
On Thu 18/02/2021 the shirts arrived (or it might have been on the 17th I can`t remember now but I think it was the 18th). Great. Well, I thought it was great until I checked the three shirts. Two of the shirts were fine but the third one still had it`s security tag on it.
Later on Thu 18/02/2021 I sent Matalan an email containing a photo of the tag on the shirt. I got an email back on Fri 19/02/2021 apologising for any inconvenience caused. I was told that there was no way of safely removing these tags outside the store environment and suggested that I could take it to my local Matalan store to have the tag taken of.
There is a Matalan store in Dunfermline and that’s not really to far from where I live in Cowdenbeath, but when I checked online I found that this store was closed due to Covid 19 and that the only other Matalan shop that was open at least to click and collect customers was the store in Glenrothes, which to me was to far away to go to for a £7 shirt costing me more money for what was Matalan`s fault.
I emailed Matalan back on Fri 19/02/2021 saying that I wasn`t prepared to go to the Glenrothes store and that it wasn`t very cost effective for me to do so for a £7 shirt.
I also said that If it's ok with you I will send it back to you at your cost for a replacement by mail
I got a “This is an automated response.” later on Fri 19/02/2021. This was the last email I received from Matalan until Tue 02/03/2021 which again said “This is an automated response.”.
Later on Mon 01/03/2021I sent Matalan an email containing a photo of the photo of the Post Office Ltd Certificate Of Posting.
In the email, I also said:
“I wrote back to you on Friday, February 19, 2021 4:35 PM about not being able to go to my nearest open Matalan store due to the distance from my home. Since then I have not received any word back from you which I think is atrocious behavior on your part since it`s was your fault that a security tag was left on one of the shirts I bought from you.
Since I have not heard back from you I have posted the shirt back to you using the returns address. Since I had to send it back to you at my expense £3.20. I have included a photo of the Post Office Ltd Certificate Of Posting.
I was hoping for a replacement shirt but I don`t suppose that will happen since you are not answering my emails.”
On Tue 02/03/2021I received back “This is an automated response.”
On Wed 03/03/2021, I received the following email from Matalan saying:
“Good Morning
Thank you for contacting Matalan,
Please accept my apologies for the delay of response.
Firstly,I would like to confirm that once we receive your parcel the shirt will be refunded as due to the system limitations we are not able to send replacement.Please accept my apologies for the inconvenience.
Further to your email regarding the shirt delivered with security tag, I am sorry to inform you that we are unable to refund the postage as the payment was not done with Matalan. On this occasion, if you would like we are able to provide you with a £5 voucher for a future online purchase as reimbursement for the amount. Could you please confirm if this will be an acceptable for you offer by replying directly to this email.
I am looking forward to your response.
If you need any further assistance I would be happy to help.
Kind Regards
Nina
Matalan Customer Care Team”.
Later on Wed 03/03/2021I wrote back:
“Hi.
I will accept the £5 voucher. I can put it towards buying a replacement for the shirt I sent back to, that is unless it`s price goes back to it`s original price of £15.00 by the time you send me the voucher.”.
On Thu 04/03/2021 I received the following reply from Matalan:
“Good Morning
Thank you for contacting Matalan,
Further to our recent correspondence I have included a £5 discount code below which you will need to enter when next on the basket page of our website.
Your voucher code is #####
Please ensure that you have keyed the code exactly as it reads on your discount notification as the codes are upper and lower case sensitive. Please also ensure that you have selected the 'apply code' button at the side of the promotional box as this activates your code.
I would also like to inform you that the voucher codes cannot be used in conjunction with other offers like Last chance to buy, 3 for 2 promotions etc.. If while shopping online your basket contains promotions, such as a 'Buy One Get One Free', these will be removed if a voucher code is subsequently applied.
Please bear in mind that if you press the ''back page'' button after you have already applied the code against your purchase it will automatically render the code invalid.
I hope this information is helpful.
Thank you for getting in touch and I'm here if you need any further assistance.
Kind Regards
Nina
Matalan Customer Care Team”.
Later on Thu 04/03/2021I emailed back:
“Hi.
I tried to use the code you sent me to buy Long Sleeve Check Flannel Shirt S2804725_C939 https://www.matalan.co.uk/product/detail/s2804725_c939/long-sleeve-check-flannel-shirt-beige again and the code you gave me but the code is not being accepted.
In the last message to you accepting £5 voucher I said that I would use it to use it to buy a replacement shirt for the one I sent back to you.
“I will accept the £5 voucher. I can put it towards buying a replacement for the shirt I sent back to, that is unless it`s price goes back to it`s original price of £15.00 by the time you send me the voucher.”
But it seems that I am not being allowed to use the voucher to buy the same shirt I sent back to you.
Since I don`t want any other item on your website but that shirt I want the total cost of buying the shirt, postage to me and the postage cost of me having to send it back you.
If you have returned the goods to us under this consumer right of return and refund pursuant to the Regulations because they are faulty or misdescribed, we will refund the price of the goods in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.”.
On Fri 05/03/2021I received the following email from Matalan:
“Good Morning
Thank you for contacting Matalan Customer Service
Further to your inquiry regarding not being able to order the same shirt that we have sent you with security tag with,I can confirm that the reason is that the voucher codes do not apply on sale items but if you include non sale items in your order it will be applied .I regret to inform you that since we have provided the voucher we are not able to refund you further.
Please bear in mind that the voucher code is valid for two months and I hope that there will be another occasion to use it.
I apologise for any disappointment caused.
Thank you for getting in touch and don’t hesitate to contact us again if you need further assistance.
Kind Regards
Nina
Matalan Customer Care Team.”.
On Sun 07/03/2021 I replied saying:
“Hi.
I just don't get it. All I wanted was shirt I ordered and paid for. Even though it was your fault a security tab was left on and you gave me a £5 voucher even though I wrote saying that I would use it to replace the shirt that I had ordered and had to send back, you are still trying to get more money out of me by saying that you not only can't replace the shirt but now I can't even use the voucher to use towards paying for a replacement shirt because it in a sale. If the shirt wasn't on sale I wouldn't have have bought it in the first place.
How your telling that I have to buy another item at it's full price so that I can buy the on sale shirt. What a load of #####.
Well I won't be doing that. But what I will do is write a review on Facebook and Twitter about my experience buying something from Matalan.
An irate customer.”.
On Mon 08/03/2021 I received the following email from Matalan:
“Good Morning
Thank you for contacting Matalan,
In response to your email, please be advised your feedback regarding our products and services was very much appreciated, I will ensure that your comments are passed on to the appropriate team. Listening to our customers is important to us, so any feedback regarding our online products and services will always be welcome.
Additionally,I would like to inform you that the provided voucher is valid for 2 months,in case you decide to use it for another product.
Please accept our sincere apologies for the inconvenience caused and we do hope to see you shopping with us again in the near future.
Thank you for getting in touch and I'm here if you need any further assistance.
Kind Regards
Nina
Matalan Customer Care Team”.
What do you the readers think? All the above just because I just wanted a shirt, and I still don`t have the shirt.
Robert A Hunter
King Street,
Cowdenbeath,
Fife