Half of my Matalan order missing - what to do?

[DK123]

Posting in AIBU for traffic for advice - not sure which other board to post on.

I recently ordered some underwear from Matalan and when the parcel arrived only 3 out of the 6 items I ordered were there. I'd ordered 2 of each of 3 different multipacks and it looks like someone misread the receipt and only put one of each multipack in when they packed it. Easy mistake to make, but I'm annoyed and don't know what to do. I've contacted Matalan's customer services three times, but over 2 weeks later, I still haven't heard back from them. They aren't answering phone calls at the moment because they're busy - I'm not sure what to do! Does anyone have any advice? I'd be very grateful!

I'd email them immediately, explaining the problem and that you've been unable to get through by telephone.

www.matalan.co.uk/customer-services/faq

1. I've got a question about my order - how do I get in touch?

If you’ve got a question or problem and haven’t found a solution on our help pages, please get in touch with our customer care team at [email protected].

If you have a missing item, let us know what is missing and don’t forget your order number.
If you've received a damaged or a faulty item, please send a picture of the issue along with your order number.
In our haste to get your order to you, we may have left a security tag attached to your item. If you find that you have a security tag still attached and need this removing, please visit your local store where this can be removed safely.

Also, if you're on twitter they replied to a few people saying

Hi, I am really sorry to hear this. Please dm the team with your order number and delivery address and full details and they will look into this for you.

twitter.com/Matalan

Thank you for the replies! I did email the customer services email straight away when I had opened the package and saw everything wasn't there and again about a week later, but heard nothing. If they are going to ignore my emails, I'm not sure what to do as the phone line seems to be closed!

Social media channels will get you a faster response I imagine

They’re are rubbish, if you check them out on Facebook LOADS of people are having issues. Some people are waiting for refunds from November for missing/damaged. Against my better judgement I ordered a few items for click and collect last month, they never turned up. I had the despatch notice but they just haven’t arrived at store. Tried to
Ring the customer services but of course they aren’t taking calls ‘cuz of Covid’. I emailed them, STILL haven’t had a reply. The items only came to about 6 quid but it’s the principle of the matter. They must be struggling because they’re doing constant 20% off now.

@Yellowtopaz

Social media channels will get you a faster response I imagine

It's ridiculous that it works this way. Their customer service shouldn't be reliant on calling them out in public. Plus not everyone is on Twitter etc and shouldn't be expected to sign up to get their query answered.

Contact your bank and see if you're entitled to a chargeback.

Even better if you paid by credit card, as you'll definitely be entitled to a chargeback.

I've just looked at the reviews on trust pilot and they're terrible, so many people complaining items were missing from orders. Their staff are probably horribly overworked and can't keep up with the number of orders to check carefully enough. Then the customer services ignore anyone who complains.

I've never done a chargeback before, I paid by debit card. Do I need to ring the bank and just say I'd like to make a chargeback against the payment to Matalan on X date?

I've just had a nightmare with Matalan. Whole order went missing, customer service just emailed me a link to delivery times (up to 2 weeks - I'd been waiting a month), then ignored me.
Checked Facebook comments and came across someone in a similar situation who had contacted them on messenger as a last ditch attempt and it worked.
So I tried that, got a message asking for order details, then the next day a further message to say the refund had bene processed (came into my account a few days later).
So if you have Facebook, messenger is the way to go! Ridiculous that whoever read my emails couldn't have done that, though.

@Nnameechanged thank you - it's in some way reassuring to know other people have had bad experiences, their customer service seems awful. I'm disappointed as I'd found some bras I was very happy with and was trying to get more. It's put me right off shopping with them which is a shame as I was very happy with the products and prices. I will definitely try complaining on Facebook

@DK123 I had some in my order as well, didn't feel completely happy reordering in case the same happened again, but they were all out of stock by then anyway. 🙁 I'll probably still shop in store when they reopen, but not online.
I hope they can sort it quickly for you, I was on the verge of contacting my bank when I tried them on messenger, usually don't like having to call, but would have rather spoken to someone than sending emails seemingly into the void!

Oh god, they’re absolutely awful. I’m still waiting for an order I placed over 3 weeks ago. Was supposed to arrive within 3 - 5 days. Wont ever be using them again.

@FabulousMeOhYes @Nnameechanged
It really seems like buying from their website is a bad idea. I am so disappointed as I'd found the holy grail of comfortable bras and at a good price, but it's put me off ordering again.

I don't mind if there's a problem with an order and someone gets back to me and is happy to rectify it. Everyone knows online shops and warehouses are dealing with a much higher demand, but it's the same with a lot of things - a lot of effort seems to go into marketing and advertising but when you buy a product or service, there are lots of problems and no one wants to deal with it!

I messaged them on facebook regarding an order issue, they replied same day and resolved immediately

Matalan Customer Service is shocking/none existent. I placed an order at the end of October - it was delivered promptly but had two items missing and and an ink filled security tag left on another. Emailed several times as no one ever answered the phone and the phone lines were then turned off. I did not get a response for 4 weeks and they could not have been more unhelpful. The missing items were still in stock but apparently couldn't be sent unless I reordered and paid p&p again. Refund was promised but took another month to arrive. For the item with a security tag I was told to either take it into a Matalan store - nearest store over 25 miles away - or post it back for a refund of the purchase price only, not the return postage. No facility to provide a prepaid postage label. I wish I had read the feedback before ordering as I wouldn't have bothered ordering. I will never shop online at Matalan again.

This might sound silly but have you checked your junk folder? Just that when I ordered from them I got an email saying that some pyjamas I ordered weren't available so the money would be refunded and all my other emails from them went to junk too. However wasn't best pleased as I probably wouldn't have continued with my order from there if I'd had the option to cancel. I got my dispatch email before the one telling me about the pyjamas!

I must be lucky then I ordered from them a couple of weeks ago and delivery was quick with nothing missing

I understand they have been shedding staff...

Matalans website is the worst I have ever used ... good luck OP

@Lovethewater their customer service is terrible.
They've finally started replying to me after I posted a review on Trustpilot, complaining and saying "will someone reply to my emails about order number XYZ" Like @Lovethewater said, they won't send the missing items - they said they will refund me (that will probably take ages) and I can re-order. I'm not going to, because the missing items cost £24 and I would then have to pay the delivery charge (and quite possibly receive the wrong items). I'm giving up on them and going to buy something from another shop next time!