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Matalan - how things should work

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I placed an online order with Matalan a few months ago, and a couple of days later received a card to tell me the delivery company had called. As I was not home (I work during the day), they had taken the goods away and would try again the following day.

I found the card when I came home for lunch, and phoned the courier to get them to drop off the goods with a neighbour - they refused. I tried to arrange delivery on a day when I was going to be home. They refused - they would only attempt delivery for three consecutive days, then send the goods back to Matalan. I tried to find out what time they would deliver - they would not tell me. I tried to arrange delivery at my workplace two miles away - they refused.

The courier was only interested in posting three cards through my door, as then Matalan would have to pay them.

I immediately phoned Matalan (too long on hold - I gave up), and emailed, but their response time to emails is so slow that I had the full set of three cards before they even acknowledged my communication.

I was completely frustrated - the items I wanted had been inches from my house, three times, and I couldn't have them.

I sent a detailed email to Matalan setting out the history and demanding a full refund. This took some time, but eventually I got my money back.

They also dismissed the courier and hired another one.

They also sent me a money off voucher.

Excellent customer service is not difficult, and it makes a great deal of sense. Matalan had lost me as a customer, but by their actions they rescued the situation. They also have some free publicity - I tell people about it.

Thanks again Matalan - you are the best example I have seen of effective customer service.

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