I am extremely disappointed with the returns process from Matalan.
My parcel was returned via InPost and confirmed as delivered to their warehouse on 23 March. Despite this, my refund was not processed within the stated timeframe and I was forced to chase it myself.
Customer service provided no meaningful explanation—just a vague response that it was “now being processed.” That is completely unacceptable. There was no accountability, no clarity, and no effort to explain why there had been such a delay.
Customers should not have to do the legwork to receive money they are owed, especially when clear proof of return and delivery is already in place.
This experience reflects very poorly on your systems and customer service standards. I have completely lost confidence in ordering again.
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