Marks & Spencer complaint & a word of warning to all those who ordered yesterday.

mrcol1000

kammyk wrote: »

I ordered an Sony LCD TV from M&S recently, because there was a huge demand for the TV they ran out of stock. I received a call and was told they would upgrade my TV for FREE. to the next level up (more expensive version). They gave me an oppurtunity to look up the spec of the TV they were offering. The cheapest I could find the TV they were offering was about £1050! I only paid £500 and delivery was pretty quick too

This also happened to me last Christmas when I brought a TV from Dixons. It was due to be delivered a few days before Christmas and they rang the day of delivery to say it was out of stock so they sent a much better one and didn't charge me any extra! You would think these big companies have some kind of electronic stock counting system!

Raee

I have just had a bad online shopping service from Marks and Spencers myself. I ordered a gift to be sent to my neice for her birthday on the 21st November. As it was important that it arrived on the day I paid an extra £4.95 for a nominated delivery. The gift was not delivered until the 25th. This was no use as I had the gift delivered to her mum's house wher she was visiting for her birthday and she had already left and won't be home again till Christmas. When I phoned to complain I was told I could have the £4.95 returned to me I said that this was not enough to compensate for the fact that my neice received no gift on her birthday, and I was offered £10 credit on my internet account. I told them I had no intention of shopping with them since I was very upset that my order had not been delivered on the nominated day. No other compensation was offered and the attitude of the person taking the call was disinterested. This is not just bad service, this is M&S bad service!

Mrs.O_3

Raee wrote: »

I have just had a bad online shopping service from Marks and Spencers myself. I ordered a gift to be sent to my neice for her birthday on the 21st November. As it was important that it arrived on the day I paid an extra £4.95 for a nominated delivery. The gift was not delivered until the 25th. This was no use as I had the gift delivered to her mum's house wher she was visiting for her birthday and she had already left and won't be home again till Christmas. When I phoned to complain I was told I could have the £4.95 returned to me I said that this was not enough to compensate for the fact that my neice received no gift on her birthday, and I was offered £10 credit on my internet account. I told them I had no intention of shopping with them since I was very upset that my order had not been delivered on the nominated day. No other compensation was offered and the attitude of the person taking the call was disinterested. This is not just bad service, this is M&S bad service!

With all due respect, aside from refunding your postage charge and offering you £10 credit, what other compensation did you hope for?

CranfordLass

I must agree with the OP as I too am very frustrated with Marks and Spencer's lack of Customer Support. I placed an order for a light online and two days before delivery I received an email to say it was out of stock and my money would be refunded. Interestingly it was still on the website showing as In Stock so I ordered it again for collection at a local store. The day before delivery I had another email to say my order had been cancelled! I called Customer Services to find out why and they could not understand it as it was still showing available on the website. Once again, hoping for third time lucky, I ordered online for delivery tomorrow - guess what, an email arrived to say it was out of stock. :mad: Am going to look elsewhere - such a shame

Tippytoes

You know, I thought I was the only one having problems with M&S. Their customer services are sadly lacking, to the extent that I no longer shop there. Also, there is no doubt in my mind that the quality of their clothing is not what it used to be.

In my opinion, John Lewis is the only shop that offers good old-fashioned service. I've never had any bother ordering from them, and their prices are very competitive.

p.s. I don't work for them, by the way!

ClareEmily

On a slightly different note, I recently bought a number of items from M&S online, when they arrived they had been placed in a huge box no packaging and every item was crushed, ripped or smashed.

Not impressed at all.

Helenj21

I just had to vent too! Sorry this is a long vent...

I placed an order online on 27th November for an Ipod Touch 8GB which came with a free (yes Free!!) clock/radio/speaker docking system made by M&S. Great, so I ordered a 3 for 2 also on some handsoap liquids to make sure I'd get my free nominated day delivery (taking the order over £150). My nominated day was yesterday 1st December.

However, yesterday I got an email stating there was a problem with my order..uhoh..but wait, they had delays in getting the handsoap...ok..phew..

Then I got a phone call about an hour later to say they were terribly sorry but they couldn't get one of the handsoaps. Oh I said, couldnt you just double up on one of the others, as I'd ordered 3 different ones? Oh no she'd have cancel the order and start again, I asked if anything else had changed, no she replied. Well I thought I'd go and check my account online order, And to my horror my Ipod Touch 8 GB had disappeared off my order, even worse, they had charged me for my so-called 'free' item and also charged me postage!!! And they didn't deliver it on the nominated day (yesterday). Today I got another email to say they'd be a delay on the clock/radio I didn't want on it's own, so after been told I couldn't cancel the clock/radio as it had been dispatched, I decided to try again seeing this time they hadn't dispatched it and delivery was now for 13th Dec. Well I got told by email I couldnt as I'd have to wait to receive it and I could refuse it or take it back to my nearest store for a refund. Well I tried to ring their Head Office on the London number they give on their website only I ended up talking to yet another call centre person called Michael in Warrington? Now he promised me he'd cancel the order and make sure I'd get a refund but so far this hasn't happened. I asked for email confirmation, nothing. And I asked to speak to a manager, got given their customer service address and told to write to them!!

Sooo now I see (2nd Dec) the Ipods are back in stock without any offer of freebies and yet no-one could honour my original order and make sure I'd get one. especially as it was a Christmas pressie for my son.

I actually feel really drained and stressed by this, I've shopped online with M&S and instore for years, never have I experienced such terrible customer service. I'm also a shareholder but they just don't seem to give a stuff.

Martyn if you're reading this please help!!

Shoppers beware of M&S bearing freebies - they don't seem able to fufil their part and then try and rip you off - Shame on you M&S!!

CLAIREBEAR

Helenj21 wrote: »

I just had to vent too! Sorry this is a long vent...

I placed an order online on 27th November for an Ipod Touch 8GB which came with a free (yes Free!!) clock/radio/speaker docking system made by M&S. Great, so I ordered a 3 for 2 also on some handsoap liquids to make sure I'd get my free nominated day delivery (taking the order over £150). My nominated day was yesterday 1st December.

However, yesterday I got an email stating there was a problem with my order..uhoh..but wait, they had delays in getting the handsoap...ok..phew..

Then I got a phone call about an hour later to say they were terribly sorry but they couldn't get one of the handsoaps. Oh I said, couldnt you just double up on one of the others, as I'd ordered 3 different ones? Oh no she'd have cancel the order and start again, I asked if anything else had changed, no she replied. Well I thought I'd go and check my account online order, And to my horror my Ipod Touch 8 GB had disappeared off my order, even worse, they had charged me for my so-called 'free' item and also charged me postage!!! And they didn't deliver it on the nominated day (yesterday). Today I got another email to say they'd be a delay on the clock/radio I didn't want on it's own, so after been told I couldn't cancel the clock/radio as it had been dispatched, I decided to try again seeing this time they hadn't dispatched it and delivery was now for 13th Dec. Well I got told by email I couldnt as I'd have to wait to receive it and I could refuse it or take it back to my nearest store for a refund. Well I tried to ring their Head Office on the London number they give on their website only I ended up talking to yet another call centre person called Michael in Warrington? Now he promised me he'd cancel the order and make sure I'd get a refund but so far this hasn't happened. I asked for email confirmation, nothing. And I asked to speak to a manager, got given their customer service address and told to write to them!!

Sooo now I see (2nd Dec) the Ipods are back in stock without any offer of freebies and yet no-one could honour my original order and make sure I'd get one. especially as it was a Christmas pressie for my son.

I actually feel really drained and stressed by this, I've shopped online with M&S and instore for years, never have I experienced such terrible customer service. I'm also a shareholder but they just don't seem to give a stuff.

Martyn if you're reading this please help!!

Shoppers beware of M&S bearing freebies - they don't seem able to fufil their part and then try and rip you off - Shame on you M&S!!

:mad::mad::mad: SNAP I placed my order on the 26th to be delivered yesterday and got an email yesterday to say there was a delay I phoned, the guy told me to leave the order outstanding and as soon as stock come in they would send my order:rolleyes:
15 mins later a call fro M&S to say my items were out of stock. (yep I am aware of this I have just called you)
She said she had cancelled my order :mad: when I said the email and chap who I had spoke to said to leave it outstanding she said give me a couple of mins and I will call you back, (still waiting)
At 5 pm last night I emailed Stuart Rose CEO I was so P*SSED off, have I had an email back have I hell.
M&S if you read this you are the worst company I have ever crossed. I would love the CEO to read this.

geri1965_2

I had problems with a coat I ordered, waited in for 12 hours for a named day delivery that didn't arrive. When I queried it, the courier claimed attempted delivery for the day before and said they had left a card (a lie).

I don't blame M&S for the actions of the courier but when I phoned to cancel and ask for a refund, they said it would take up to two weeks.

I'll never order from them again.

Helenj21

Hi Claire

Well M&S online is still giving me the runaround! I've managed to purchase an Ipod Touch 8GB from them online but am picking it up via my local store tomorrow as I don't trust them to deliver on time. I then plan to try and get them to honour the freebie that was my original order (Ipod Touch 8GB with free M&S clock/radio/docking station), which they have cheekily charged me for after removing the Ipod Touch off my order, I have tried to get them to cancel the clock radio, was promised it would be over the phone, but it's still on there and they've taken the money and delayed the delivery of it still yet again now til 16th December, yet they now have them in stock online.

I will try and get them to give me my freebie as was first the offer, but don't know how I will get on.

Incidentally Claire have you recently bought something from an Amazon seller calling itself 'The Mount Shop'? I noticed negative feedback from someone with your handle as I too have had problems with this seller. If it was you, did you get your goods ok?

CLAIREBEAR wrote: »

:mad::mad::mad: SNAP I placed my order on the 26th to be delivered yesterday and got an email yesterday to say there was a delay I phoned, the guy told me to leave the order outstanding and as soon as stock come in they would send my order:rolleyes:
15 mins later a call fro M&S to say my items were out of stock. (yep I am aware of this I have just called you)
She said she had cancelled my order :mad: when I said the email and chap who I had spoke to said to leave it outstanding she said give me a couple of mins and I will call you back, (still waiting)
At 5 pm last night I emailed Stuart Rose CEO I was so P*SSED off, have I had an email back have I hell.
M&S if you read this you are the worst company I have ever crossed. I would love the CEO to read this.