Any tips for Matalan Customer "Service"

sadmatalancustomer

As per a previous thread of mine, I got a parking charge for parking in a Matalan car park that we've been to for years that had recently changed the rules so we got a ticket despite shopping and spending the right amount of money, just didn't realise needed to buy a refundable ticket. Despite being a Matalan cardholder they never bothered notifying us or putting up signage to highlight the change in the car park and still had the old information on their website. We've already put the appeal through with Smart Parking.

I've had a tortuous back and forth with Matalan customer services (initiated by letter to CEO) where they always respond they "are unable to help with the matter and all appeals must be through Smart Parking". They won't be drawn on anything, won't even acknowledge their website was incorrect and they could have done more to inform customers. The person I'm talking to is apparently based in CEO office, so (apparently) can't be escalated any further. Interestingly they did contact Smart Parking about it, who didn't recognise the case as we have a different address to the registered keeper. When this information was supplied, in subsequent emails they've defaulted to the "unable to help" stance which is somewhat contradictory, but they don't see the irony.

Somewhat disappointing from such a big, well known brand, never had such poor customer service before. Any tips on getting them to take this seriously?

Leigh5t

I've been going through the same thing with asda.
Customer services/CEO/executive relations are not in the least bit interested.
I suspect that these guys live in cuckoo land and don't really care what happens at the coalface.

I think you'll have more joy going back to the shop in question to speak to real people, in the real world.

Grimble

Tell them you are going to return the goods, they do not like that, same with ASDA.

Dublindel

Do they use radar. The pods in the ground to monitor vehicles?

Dublindel

Do they use radar, the pods in the ground to monitor vehicles.

Herzlos

They'll either use ANPR or a ticket warden.

Your best bet is to appeal to Smart Parking with all of the usual appeal points from the newbies thread and go into the store to talk to the manager about getting the ticket cancelled. They can cancel them and have done in the past. Feel free to threaten to return your goods and/or cancel your membership.

Fruitcake

Don't bother to tell them, just go and take the items back for a refund and say you can't afford them because of the additional cost of the parking ticket you got from the company they employ to scam genuine customers. Say it calmly but loudly in the shop and then tell the CEO why you and your family are now ex customers.


Post on [EMAIL="Tw@atter"]Tw@atter[/EMAIL], Fakebook, Tripadvisor and local press what a bunch of scammers Matalan is to employ an even worse bunch of scammers. Point them in the direction of this website.


Meanwhile appeal to PoPLA using the process in the NEWBIES thread. "Not so smart parking" are members of the BPA so are normally easy to beat at PoPLA. Hopefully you haven't told them who was driving as this makes beating them much easier.


If you have a PoPLA code, check it is valid on the Parking Cowboys website then use it. If you haven't got one, or the code is invalid, complain to the BPA and DVLA.
Don't miss the PoPLA deadline.

sadmatalancustomer

Thanks all - eventually after a lot of emails Matalan gave in and cancelled the charge, despite protesting many times they couldn't. In the last email, I pointed out they had removed the evidence from their website which might be been required in a future court case so that their legal department needed to be aware and it should have been recorded properly, maybe that was the straw the broke the camels back, who knows...