Disgusted by my visit to the Matalan store in Scunthorpe today. Went for an exchange, a lovely lady by the name of Karen was dealing with us. She explained how they don’t exchange or give any refunds on any items from the lingerie department, which is perfectly fine as I understand every store have their own policy. However, I mentioned to Karen that M&S do refunds and exchanges hence why I thought maybe all stores do the same. Just as I said this, a male employee by the name of Ronan behind the counter, next to Karen who was putting clothes on the hangar, interrupted and said the following - Ronan (Employee): Well we are not M&S are we? Me: I beg your pardon? Ronan (Employee): We’re not M&S, we are Matalan. Me: Yes I know this is Matalan, never said it wasn’t. Ronan (Employee): Yeh well it’s a stupid question to ask isn’t it? Me: Excuse me? Is this how you speak to all your customers? How are you even employed here with this kind of an attitude towards customers?? Ronan (Employee): It’s a dumb question to ask though. I’m just saying… Me: I am shocked at your attitude and completely taken aback at the way you have just spoken to us and the language you have used. It’s disgusting. Ronan (Employee): Walked from behind the counter and passed us saying ‘Yeh well sorry’. At this point I demanded to speak to senior management to which Karen said there was no member of management available at this time (20.00) and we can come back tomorrow between 09.00am to 5pm as they are the times management is available. I honestly felt physically sick to my stomach, I am soo glad that another member of staff was present and witnessed this, so no one can turn around and say I am lying. I was completely taken aback by his behaviour and felt so humiliated. In all this, not once did Ronan make eye contact, it honestly made me feel that because I was Asian, he was behaving this way. Never in my entire 34 years of being on this planet have I ever felt so humiliated. It honestly felt he was being pure racist as I was of a different skin colour. Absolutely shocked as to what I have witnessed and experienced today. Managed to find the employee on Facebook, would love to name and shame him by putting his picture up, but unfortunately I refuse to stoop that low. However, his full name is Ronan Johnson.

Horrible experience today. We spent a lot of time picking chlotes for my friend's holidays but when we went to the changing room we've discovered the " cleaning in progress" sign. With a very surprise look at our faces we looked at the time. It was 7.25 pm to be precise so still not closing time, which is advertised as 8pm. Cleaning has already been done. We went to ask shop workers, how come the changing rooms were closed, but we've been told that they don't know and that it varies, " it depends who is on cleaning duty"- a lovely young lass told us. We've decided to go to the tills to ask what is going on but once again, we were told that " changing rooms are now closed". When I've asked what time dose it close it, the lady who couldn't be bothered more to answer said " Not sure, 10 mins ago or so"? Amazing! Well not my job to know eaither, so if they don't know, who dose? So Matalan, how is that? Your shop is still open for business, but pps can not try on any chlotes that they want to buy? Not just that, but also the fact, that there is no note or anything saying what time the changing room is closing isn't good. If I go to Asda, and it's open, I am expecting to be serve but here, @ Matalan this isn't the case. I would be very interested to hear, what time the fitting room in Scunthorpe store is closing. I understand that it needs to be clean and stuff, but surely Matalan as a big shop, you can aford to employ a cleaner, who can do this AFTER the shop is closed! 40 minutes before the shop closes isn't good enought. Way too early! Another point that I would like to make is that shop workers definitely need a customer service training. A simple level 2 will do, where they learn how to treat customers with a care and respect. ***Reply to Matalan Scunthorpe *** We went to Matalan on Tuesday 26.07.2022, at 7pm. What other details would you like? Please let us know what time the changing rooms are closing so that other eople can also be aware.

Hidden refund policy on items in store, staff do not tell you certain items cannot be refunded and they don't have any signs next to products. On top of that store management accepts no responsibility for their own mistakes and expect customers to know all their head office policies. Poor customer service.

Great choice of mens and womens clothes. Furnishings too.

Hate the clothing styles and what I do like I can never get my size in

Reasonably well laid out. Staff are nice

Excellent selection of clothes at very reasonable prices Shame that some Customers do not know how to park

Theres always nice things in there, but the prices definitely reflect inflation, staff are lovely

Just because people still use money. They only have card self service. So no purchase today. As I don't use credit cards. Won't be shopping there in future

The staff are helpful (but I have one/ two not very helpful) nice and clean very nice items in

Great set out plenty to choose from just the payments better to use cash than have to do the check out by card

Shop is nice. But its disgusting that there is only self serve tills. There is one cash till ,but at the end of the day its putting people out of jobs . If people make mistake it's the shops own fault . You even have to take security tags off . Very disappointed

Went for some new jeans today and decided to use the customer toilets. They are now shut or "removed" as the poster on the door states, so I left without any jeans. Their decision will cost them people's business. I, for one will go elsewhere in the future

Nice open. Alot of products. Not many boys clothes aged 3 alot more biased towards girls. Staff member Lorraine (quite small in height) very polite pleasent and helpful credit to the company

Seem okay, but confused where, can’t find what u want, Need improvement with sign area, staff, aware disability

I visited the store today, used my phone to scan a discount code and stupidly left it next to the scanner after paying. I want to say a huge thank you to Karen and the team for their kindness and honesty. They kept it safe until I returned.. I am truly very grateful xx

Very disappointed with matalan today. Was intending to visit to buy a few bits for my daughter. Upon entering the store we head for the toilets to find them closed. Why in such a big store? Doesn't look like the area is being used for anything else just shut up. Needless to say we went elsewhere to spend our money.