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

mynameisdave

EDit: Although not the original dates, not worth replying to an August bumper who hasnt been back.

Borage

Sad to say that M&S have not improved there online service .I ordered a phone that was in stock,gave all my card details and got a delivery date for 4 days time. 2 days later i had an email to say the phone was no longer in stock. This was a month ago and the phone is back on the M&S online shopping . went through al the rigmarole again, got a delivery date and again 2 days later, out of stock !!!!!!
I am very surprised as this is not the service that you expect from M&S,definitely gets a :mad: from me

realumderr

As much as it is frustrating for the customer, it is also the same for the responsible customer advisor.As a former advisor, I felt helpless when I could not do anything more for the disgruntled customer. And the other thing is is that most of the advisors were temps, with no prospects and on low pay. The emails you all get are in my opinion, long winded and poorly written. We weren't even allowed to improve the English to help appease the customer, heck I don't want to waste your time forcing you to read such wordy nonsense, you have got better things to do in life!
Anyway. To all the customers I tried to help and failed because of the big M&S machine, I am sorry.

Tina20

This is not just terrible service; this is M&S terrible service.

freebiequeen

Here is my email of complaint...

Hello. My Order Number: 202-1180522-4440319 has been postponed again. I believe that this is the third or fourth postponement. I am concerned because it is clear from hotukdeals that many customers who ordered the tv well after myself have received it, and some at a further reduced price, too. I suspect that, at this rate, my order will eventually be cancelled altogether, and should be most grateful for your comments as to why my order is not being fulfilled.

On a separate point, I endeavoured to collect my second order yesterday from M&S Croydon. In the end, I abandoned the queue, as there was only one person serving and, in the twenty minutes I stood there, only one person was served, there being five ahead of me. This is not the first time I have experienced such a lengthy delay at this store. In fact, my young son now begs me not to order 'buy and collect'. I feel that the store manager needs to investigate why, in such a busy store, the collection point is so poorly serviced.

Many thanks.

freebiequeen

From: Marks and Spencer Customer Service <no-reply@marksandspencer.com>
Subject: Your M&S Order No: 202-1180522-4440319

Date: Thursday, 6 September, 2012, 11:44


Thank you for the order you placed online for the 22" LED TV.

I’m sorry to let you know that we're unable to deliver the TV as it's out of stock. I’ve now cancelled your order and I’d like to assure you that you’ve not been charged.

I understand this may be disappointing; you may want to visit our website to see if you can find similar alternatives. (Yeah, right!)

If you have any questions about your order, you can contact us by using the following link (Err...I thought I'd already done that...)

Kind Regards


Marks & Spencer Customer Services
Registered office: Waterside House, 35 North Wharf Road, London, W2 1 NW.
Registered Number: 214436 (England and Wales)

Borage

,M&S used to pride itself on good service,good products and good value for money, now it don,t care about any of them

freebiequeen

'This item is out of stock. Whilst we do replenish our stock regularly, some items sell faster than we can re-supply'.

Yes, I must say that this response definitely hits the spot! Now, I can rest easy without continuing to fret over why customers who placed their orders after me received tellies instead of cancellation emails:silenced:

I quite agree, Borage - M&S can't trade on its historical reputation for reliability forever.

LisaW123

I think they used to see themselves as up there with John Lewis. Not any more. I've had problems with them too.

Katpin

freebiequeen wrote: »

'This item is out of stock. Whilst we do replenish our stock regularly, some items sell faster than we can re-supply'.

Yes, I must say that this response definitely hits the spot! Now, I can rest easy without continuing to fret over why customers who placed their orders after me received tellies instead of cancellation emails:silenced:

I quite agree, Borage - M&S can't trade on its historical reputation for reliability forever.

Did you ask for a later delivery date? was there an option for that? perhaps that is the reason others got there's before you. From what I can gather they dispatch orders based on delivery date, not necessarily who ordered what first.