Ms Wood

Here’s a clearer, more polished version of what you wrote—firm, factual, and suitable for raising a complaint or escalating the issue:

---

Reworded Version

My order did not match the product packaging shown online. I received a completely different package and colour. I was advised to return the item and was told in writing that the return costs would also be refunded.

However, I was only refunded for the product itself. When I questioned this over multiple emails, the company backtracked and claimed they do not refund return costs. They then accused me of sending “threatening emails,” yet the person who made this accusation did not sign their message. When I asked them to specify which part of my emails they considered threatening, they ignored the question and stated that the matter was closed.

I will be taking this further.

ZERO STARS
This has been going on since early November and still no solution to my initial "enquiry"
The customer service from Matalan is absolutely shocking. Frustrating is putting it mildly.
A 5 year old could give better responses to what should be an easy adjustment on the app. They skim over the actual complaint by brushing it off with T&Cs. Apparently I'm not entitled to a birthday treat (for the past 8 years or more) because I haven't placed enough orders to qualify! What a load of crap that is. Still waiting for them to supply me with where it says that on their T&Cs but all I get is waffle - even after escalating the complaint. I also asked why somethings appeared in my basket that I hadn't added. They said not sure why but still didn't provide me with a response to the T&Cs question!!
Useless customer service!

Why ask if the customer would like a receipt when B&M don't refund or exchange without one! My grandson was gifted a onesie for Christmas but it didn't fit him. I took the original packaging back to the store and picked up the next size to exchange but as I didn't have a receipt "It's against our policy to exchange without a receipt" How does that even make sense! I'm now stuck with something that's of no use and wasted money.
The staff member at Barnsley just didn't care. Bad attitude with as much use as a chocolate fireguard. If you don't like people, don't work customer facing.
I emailed customer services and received a templated response. I didn't expect anything else from this company to be honest. I'll stick to Home Bargains in the future.
I then receive another templated response below. Laughable!

I came here to say I was blocked from this site for browsing. The website said I had to contact the site owner but doesn't give any other details.
After reading the reviews for this company, I'll take a wide birth and take my money elsewhere. Bullet dodged. Thanks Trustpilot 👍

ZERO STARS. Avoid this business at all costs. You have to keep chasing the order by contacting them. It took over 2 months to be delivered. It was damaged on arrival with mould on the seat. I emailed and sent pictures to be told it was checked on departure!! I then responded that I'd like to return the item but they have now gone deaf. That was over a week ago. NO RESPONSE. TERRIBLE CUSTOMER SERVICE

I didnt receive my e-receipt when purchased in store and needed to return the item.
Great customer service when you finally get through. No problem at all with the advisor. She dealt with my query with ease.
My only feedback would be for the store assistant to read the email address back to the customer after purchasing. Failing that and due to GDPR, show the customer the screen and ask for confirmation.

First order arrived in under 2 weeks. So happy with my items. Great prices and quality. No quibble refund on a product that was too small. Definitely recommend.

No, the booking wasn't a breeze!! I'm still awaiting an email for a query I have. Live chat didn't help, no one picks up the phone and no one responded to emails when it says will respond within 48 hours. I need to speak to someone. Why would you give card details that are not mine for me to book my own flight even though I've placed the booking with you. There is now an error on the flight details and waiting for a call back since 11/02/2024 when I placed the booking!!
I've used OTB for years without any hassle but this is an absolute nightmare.

As I'd heard these coats can be on the big size, I ordered the smallest size. If I'd known I'd have to pay to return this due to it being too big and no smaller size available, I wouldn't have ordered from this site. Returns are free on most online sites. I wouldn't use again for this reason. The customer shouldn't be out of pocket. I'll stick to Amazon

Im not one for complaining but it was one mess after another.
Prebooked Sunday lunch a week in advance for 7 people on a birthday get together.
We were told on arrival they only had Gammon left. Some quests didn't like gammon so had to choose from a menu. So basically, the "walk ins" had a choice of our meats!
That's just for starters.
3 sliced (in half) mushrooms in garlic sauce on a small slice of white soggy bread - the menu said served on ciabatta.
Pate served with one half of a toasted bagel cut into small wedges - menu said served on ciabatta bread.
The gammon was like eating a bowl of salt.
Ordered chorizo and jalapeño pizza but received a plain pepperoni.
Roast potatoes were obviously boiled potatoes in skins then quick roasted for 10minutes or so.
Yorkshire puddings were small and like cake texture.
Nut roast was a roll of stuffing mixture - should have been butternut squash!
Gravy was as black as coal.

Basically, there was nothing left by the time we got there for our sitting at 5pm because we were told they had served 100 sittings when they usually do 30. Not the customers problem! A booking is a booking. You should know to cater for this set meal.
Absolutely shocking excuse when they've had our booking for over a week. The kitchen obviously had ran out of food so we had to make do with whatever they could muster together.
Overpriced for the quality of food we were served.
We received a discount but that doesn't cut bad planning, bad service and bad food.
The waiting staff and manager were lovely but the food should have been offered free of charge.

Do not use this company. Miserable and unfriendly staff.
Bought an artificial tree, took it back today (12.12.2022) as not required. I was told I was 2 days over getting a refund because in the store it says returns on Christmas items is 2 weeks! Where? This should be said at the til..very sneaky!!
It's tradition for some people to decorate 12 days before. The receipt says 23.12.2022 for any returns.
I'm now stuck with a gift card that can go to a friend because I won't be going back.
Complaint going in 😡

To say I don't understand mortgages and percentage rates is an understatement.
Rich Beck helped me understand the process and looked after me (virtually held my hand) from day one, right up to the final call. Always polite and professional. Good banter too which makes him human and not a robot!
All my questions were answered in easy terms for me to clearly understand.
I would recommend Rich to friends and family. Top man.
Thanks Rich.

What can I say?
I'm absolutely over the moon with my purchase. I was worried that the urn wasn't going to look that great when I placed the order but I'm delighted to say how wrong I was. The photo on the website doesn't do it any justice - it's stunning.
The service was excellent and went without a problem. I was also worried about the little plaque but they sent me an email to proof read and confirm I liked the font I'd chosen.
The packaging was superb, it had giant bubble wrap wrapped around each box. It must have taken me 15 minutes to get into the item.
Would recommend this company without a shadow of a doubt.....I love it.
Thank you LegendURN