Matalan

Reviews

• LH

  liza hassan

  Dec 26, 2023
  1.0
  Mistake by employee, lack of customer relation by supervisor & no apology or care to customers. I went shopping with my 65 old dad. My dad spent £63 worth of clothes& I spent £177 at 12.45pm 26th Dec 23. My dad had a £20 voucher which I double checked with the lady at the till that she used the voucher (the lady was very polite and helpful). I asked did you apply the voucher she replied yes & she said she will get rid of the card as its been used. We went home & dad went to check a price for an item he bought on the receipt & realised the voucher wasn't used & we overpaid for clothes. I rang customer service they told me to ring the store & they wouldnt be able to help as they cant help from south Africa. I tried for an hour & no luck. I called customer service again they insisted that someone will inventually pick up. I was so upset &helpless that I had to no choice but to drive 30 mins to get my £20 money refund / deducted from my costs. I went there & asked for the store manager straight away, luckily Billy said he was. I explained the situation & told him I have been calling he said rudely no one will pick up calls today & he was serving a customer. He said he will be back. A few mintues later i looked up & Billy is already talking to the member of staff who served me. I went straight there & asked the lady directly "Do u remember me when I asked you to double check the voucher and you said yes" the lady said yes, I used it & Yes it should be deducted". I saw them two talking so i decided to go to my original spot. Couple of minutes later Billy came back saying its been a busy day & he returns the gift card says he found the card & the money is still in the gift card not used & that the staff couldnt have stolen it as it was in the tills or under the tills. I did explain I wasnt sure if she could have stolen it but a situation like this shouldnt arise especially when i have asked did u use the voucher). I had to drive back for this situation which very inconvenience for me & my dad. He didnt apologise or shown any care. when I asked can you fix the issue (use the gift voucher & refund our money). He refused to do it & told me that I need to queues up again (he asked me to stand in a very long queue ahead of me to get a refund and rebuy the item). I was shocked. I explained to him that he didnt apologies or offer any compensation for all my hassle & inconvenience since this morning & that i had already queued in the morning & the voucher should have been used in the first place & this is a mistake by employee. (I drove home & had to drive back to the store). He refused & asked me to queue again to resolve a mistake done by his employee. At this point i was not only upset how the situation i was in but mostly how Billy handled it a manager representing matalan I was very shocked how he handled the situation. He didn't care & didn't want to hear what I had to say. He was ready to talk away and kept asking me & my dad do you want the voucher rudely? I took it & he walked away. I am absolutely disgusted how i got treated but mostly how he treated my 65 old dad. I cant believe matalan employee named Billy & for him to be a supervisor or manager running the whole store. How can a situation like this take place and not even atleast get an apology? When I walked behind him (while he walked away from us) I told him you didn't even apologies he said there isn't anything to apologies and It was a mistake. I told him I got no apology no compensation for a mistake your store did and on top he was giving attitude telling me to still queue up again. I told him I spent £200 pounds today in your store and I will never again. He didn't care and still said he will still not apologise and told me to have a good day in a scarastic manner with a grin smile on his face. He has no interpersonal skills and appeared to have no experience in handling a customer service/complaint. How did this person get this job. There is CVV proof you can see how he handled the situation. How can a customer be treated this like this and gets away with it.
• LA

  Lindsey Anderson

  Feb 19, 2023
  4.0
  Great shop with a wide variety of merchandise