MATALAN shoppers have been left fuming after claiming their orders have “gone missing” and the retailer has switched off its phone lines.
One customer says an order worth £100 hasn’t arrived and she’s struggling to get hold of customer services.
Others say their orders have shown up, but with some items missing, including Christmas presents.
It comes after Matalan confirmed it has switched off its phone lines following an “unprecedented volume of enquiries”.
Complaining on Twitter, shoppers have accused Matalan of leaving them out of pocket.
One said: “Thank you for taking £100 off of me for an order, losing the order, then after two weeks still not issuing a refund or even finding my parcel.
“Just what I need before Christmas! And now you've closed your phone lines.”
What are my rights if my parcel arrives late?
IT can be really frustrating if you order something and it doesn’t arrive on time.
If you want to return your gift, for example, because you had to buy something else, we explain your rights.
For presents ordered by the store's last delivery date – the one it advertises online – you will be entitled to your money back if you no longer want the item.
You'll need to have proof of when you placed your order, such as an email confirmation.
The retailer will also expect you to return the item.
According to Resolver, the store you purchased the product from will usually be responsible for covering return costs, but this does depend on its terms and conditions, so read carefully.
If you want to keep the gift, you may be able to claim back some cash from the delivery costs. Contact the retailer to see what it can offer you.
If you paid extra for specific-day delivery, and it arrived after this date, the retailer should off you money back on the delivery cost.
Or at the very least, you'll get the difference in price between its standard delivery and premium delivery.
If your package doesn't arrive at all, you should contact the retailer to discuss a refund.
You can ask for your money back if you don’t get the item either:
- within 30 days of buying it
- on the date you agreed with the seller
- on the date of the second chance delivery you agreed with the seller
Another said: “Absolutely shocking service from Matalan. I ordered three weeks ago you have taken the money from my bank… a big order, still not received the order.
“I’ve emailed customer service three times no reply at all?! Where do I go from here?!”
A third said: “Matalan are a joke. I have an important and expensive order that's gone missing.
“I've been trying to contact Matalan. I've sent emails and been calling but they have switched the phones off!?”
A fourth commented: “I placed an order online on 13th November and only received one item.
“I have made several attempts to call customer services and can't get through.
“I have not received a response to my emails. Can I please receive the jumper I ordered for my daughter!”
Matalan confirmed to The Sun that the delays are due to high levels of orders – but it couldn't say how long it'll take to get back to shoppers.
The retailer also hasn't said when it'll be switching its phone lines back on.
It added that customers can get help by speaking to staff in their nearest store as well as speaking to online customer service teams.
The spokesperson added: “We have been receiving an unprecedented volume of orders and enquiries, which have further increased with the strong demand in the run up to the festive season.
“We are unfortunately taking longer than usual to handle these enquiries and we are apologising to our customers for the frustration this may cause.
“We want to assure all of our customers that we will be responding to every enquiry and we are doing all that we can to return to the high standards of customer service that we are committed to at Matalan.”
It comes as Currys PC World customers experienced similar issues after Black Friday orders were cancelled due to a glitch.
Meanwhile, PayPal went down for some customers on Black Friday, leaving them unable to access accounts to make payments.
Websites struggled as Brits went on a £2million-a-minute spending spree.
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