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

need_the_help

I was 3 days late using my credit note of £100... A credit note of a return I made. Now I had appaling sevrice and not helping me at all. I rang them and they said to send across the credit witha letter. Did that and got an email saying there was no Credit note enclosed!!!!!!!!!! And they are sayign there post room staff were doing a good job. So in effect they were saying I was lying!! arrghh so bloddy P****d with them with email back and forth! They reply witht the same sarcastic comment. Asked for the Steve Rowes contact details. Lets see what happens. But thisd is daylight robbery. Why can they not just give an extension??!!! it just does not make sense. whe I frist calle dthey said they will review and may give creit back due to the circumstance. Then the next email says theye dont do such thing! ridiculous. the worst customer service and policy ever! may they go down sooon!!! I wont be shopping form them ever for mayself or as gifts... they can go to hell.

If anyone has the detsil for thr restil director or someone more appropriate plase let me know!!

Thank you

need_the_help

I would love if you are able to send me the CEO's email... few years late on this therad taking my chance! I was 3 days late using my credit note of £100... A credit note of a return I made. Now I had appaling sevrice and not helping me at all. I rang them and they said to send across the credit witha letter. Did that and got an email saying there was no Credit note enclosed!!!!!!!!!! And they are sayign there post room staff were doing a good job. So in effect they were saying I was lying!! arrghh so bloddy P****d with them with email back and forth! They reply witht the same sarcastic comment. Asked for the Steve Rowes contact details. Lets see what happens. But thisd is daylight robbery. Why can they not just give an extension??!!! it just does not make sense. whe I frist calle dthey said they will review and may give creit back due to the circumstance. Then the next email says theye dont do such thing! ridiculous. the worst customer service and policy ever! may they go down sooon!!! I wont be shopping form them ever for mayself or as gifts... they can go to hell.

If anyone has the detsil for thr restil director or someone more appropriate plase let me know!!

Thank you

Helenj21 wrote: »

Hi Claire well done you!! Yaaaay!! :j

Well I spoke to the M&S staff from the ordering and collection dept, in my local store and they were brilliant and gave me a clock/radio/docking station with a tenner off, so felt like a result. However, online customer service is still appalling. They still owe me for the so-called freebie which they have now delayed delivery 4 times yet took my money end of November!! The assistant who helped me rang their customer service web team and I had a 30 minute arguement with them on their internal phone, with her promising to cancel the order and refund me. Another 'HOWEVER', nothing has changed, they still have my money and the order for clock/radio is still there for the 20th Dec. I spoke to 'Rory' from Customer Services yesterday (33 minutes on a 0845 number as he put me on hold for ages) and he faithfully promised he would chase it with their dispatch department as my cancellation was in a queue apparently? Oh and he insisted they hadn't taken my money as they don't do that - I know they do as I could see it on my (M&S) credit card with the date they took it (30th Nov), yet no goods sent. ...Rory didn't call me back...surprise, surprise!!!

Yes please I would love the CEO's email, I have spoken to Trading Standards who are looking into it too and take a very dim view of how they are not handling their error, plus they think they are in breech of their contract with me and refused me a cancellation within the 7 day cooling off period, which under distance selling they are supposed to.

Thanks again, wish me luck!! I'll let you know how I got on...

Helen

arcon5

If you didn't use your credit note before it was due to expire how is that their fault?

arcon5

Helenj21 wrote: »

Hi Claire well done you!! Yaaaay!! :j

Well I spoke to the M&S staff from the ordering and collection dept, in my local store and they were brilliant and gave me a clock/radio/docking station with a tenner off, so felt like a result. However, online customer service is still appalling. They still owe me for the so-called freebie which they have now delayed delivery 4 times yet took my money end of November!! The assistant who helped me rang their customer service web team and I had a 30 minute arguement with them on their internal phone, with her promising to cancel the order and refund me. Another 'HOWEVER', nothing has changed, they still have my money and the order for clock/radio is still there for the 20th Dec. I spoke to 'Rory' from Customer Services yesterday (33 minutes on a 0845 number as he put me on hold for ages) and he faithfully promised he would chase it with their dispatch department as my cancellation was in a queue apparently? Oh and he insisted they hadn't taken my money as they don't do that - I know they do as I could see it on my (M&S) credit card with the date they took it (30th Nov), yet no goods sent. ...Rory didn't call me back...surprise, surprise!!!

When you pay for items with CC then the CC company are legally jointly liable for any breach of contract... in this case non-delivery. Even though your CC is with M&S, they should still take your complaint seriously.

Phone them up and ask to file a section 75 claim for nondelivery of goods.

missesther

You know - every time I've dealt with Marks and Spencer I've been pleasantly surprised at how good their customer service have been. They always seems to go the extra mile, and when I (stupidly) ordered 8 plates on a buy 2 get 1 free deal, I rang them up and they sent me the extra one as a goodwill gesture.

Along with John Lewis, M&S have always been brilliant to deal with, online and instore. Sorry for what's happened to you - but from my own experience and other people I know, the negatives seem to be almost negligible.

aloise

missesther wrote: »

You know - every time I've dealt with Marks and Spencer I've been pleasantly surprised at how good their customer service have been. They always seems to go the extra mile, and when I (stupidly) ordered 8 plates on a buy 2 get 1 free deal, I rang them up and they sent me the extra one as a goodwill gesture.

Along with John Lewis, M&S have always been brilliant to deal with, online and instore. Sorry for what's happened to you - but from my own experience and other people I know, the negatives seem to be almost negligible.

Yes i would agree with that. Even when applying for a postage refund. (which they should have done automaticly ) on a return, they were very quick to make amends. Never had reson to complain and i use them a lot.

arcon5

aloise wrote: »

Yes i would agree with that. Even when applying for a postage refund. (which they should have done automaticly ) on a return, they were very quick to make amends. Never had reson to complain and i use them a lot.

Is that when you buy goods online and return the goods to a store?

From what i'm aware stores don't actually have the ability to refund the postage paid and can only refund the cost of the items being returned. So it's not necessarily a case of not willing to refund the postage, but restrictions on their systems as online will be treated as a different entity.

Ihatemarksandspencer

I bought my wedding suit from M and S in Oxford Street London. I wore it once for my all important day, and stored it away afterwards in the storage pack that M and S advise you to use. Few months later I notice 2 holes in one of the trouser legs. M and S say 'you must have moths in your wardrobe' what rubbish can they get away with?....they are refusing to replace, or refund the suit as they say 'there is no design fault'....you must have moths in your wardrobe'...has anybody else had this kind of nonsense from M and S? Maybe I should take them to court for slander.

Dont buy your clothes from Marks and Spencer I say to everyonel!

Celeste

M.&.S. Had 20% off offers on their website yesterday in the woman's luxury/party wear. I saw a coat I liked it had a big red 20% off across the image.
I ordered the coat and then went back to check the order. I noticed the 20% had not been taken off.
I emailed M.&.S. to tell them.
I just received a reply to say it was an error that this coat had 20%
off and there was no reduction on this particular coat, it was their mistake, therefore I would not be receiving 20% off this coat.
I think, as a regular and loyal customer this is terrible customer relations. This 20% offer should have been honoured. It was on their website the whole day and I did not order until 11.00pm.
As a gesture of goodwill they should have let me have the 20% off.
I am totally disgusted with Marks & Spencer.
Please be warned even if you see an offer on their website and order it, this offer may not be honoured.:(

shashaply

I've spent over 4 hours on the phone to them and on hold whilst they locate a manager, then they can never get one so one will call me back and then no-one does.