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

PoorCharleyBear

and as a follow on another item out of my 4 item order is 'out of stock'....but again when I checked it was in stock. So I have ordered that as a single delivery item with free delivery...if only they could organise themselves.

Mrsd_2

Another one here:
In brief:

Ordered bouquet of flowers for Mother's Day and personalised cake for Mum's significant birthday this week. Order was placed end of Feb.

Mother's Day flowers arrived. Box battered. Tissue paper ripped. Flowers brown and half dead. Rang up to complain and got a refund. I had to go into town at the last minute to get a replacement. Was happy with the refund and they assured me the cake order would all be ok.

Fast foward to today. Email at 1.10am saying cake order is delayed and won't be there for collection. Party is tonight! Rang this morning and no one can deal with my query as the systems are being updated. I was told to ring the store in case it had turned up. Rang the store and no cake, given a different number to try. Rang another number and same story, system is down and they have no idea when it will be up again. Someone in store is trying to sort it out.
I'm cross that I will have to traipse round town to buy a generic cake off a shelf :-( Plus I will have to pay out again for it. I need this for tonight. Not the ideal way for the party to start. I really want tonight to be special.

Well it continues... not due to the snow!

My order never went through the system. So I haven't actually been charged for. Fine.. but when I rang to complain about the flowers the guy said the cake order would be ok. Also why was an email generated to tell me the order would be delayed?

Suggested solution. I can pick a cake from the store. Either a birthday cake with balloons on (not the image I had in mind) or a plain white fruit cake. Mum doesn't like fruit cake so that's no good.

So so so !!!!!! off with M&S and will not be using or recommending them again.

Also they don't have a number I can ring for complaints.

(copied from a different forum I post on)

Pollycat

Mrsd wrote: »

My order never went through the system. So I haven't actually been charged for. Fine.. but when I rang to complain about the flowers the guy said the cake order would be ok. Also why was an email generated to tell me the order would be delayed?

It doesn't sound like they are telling you the truth.
You've hit the nail on the head with the above extract from your post.

If they didn't have the order, how could the guy you complained to about the flowers say the cake order was OK.

If they didn't have the order, why would they email you to tell you the order would be delayed.

I would ask them for answers to those questions.

I wouldn't ring them to complain, I would put a complaint in writing.

Shocking service.

I hope you get a replacement cake, I would tell your Mum how M&S let you down - I hope she has a good birthday and the party goes well.

aloise

really surprised to read all this about M&S. I order regularly and have never had a problem. If the stuff is out of stock i have been informed within 2 days.
Also got flowers for mothers day ordered by my daughter in Canada and they were beautiful, well packed and i have only discarded them today.
Hope i haven't jinxed myself lol

bod1467

STILL in dispute 4.5 years later?

Tunaflakes

I find, if I have a problem with a big company a quick e-mail or phone call to the press office normally helps, especially if I mention contacting some of the consumer groups & TV/radio programs. (Worked really well when I had horrendous problems with IKEA - ended up telling them they would be held responsible if elderly 76 year old mother was injured or made to become ill over the problems.)

Some numbers for Press Offices at M&S are:
Clothing, Home & Beauty : 020 8718 4313
Food : 020 8718 8777
Corporate PR : 020 8718 1919 or out of hours 020 8718 2000
M&S Money : 01244 686177
Or even some old fashioned mail merge letters (send them to as many directors as possible - it really annoys them!)
So - Laura Wade-Gery, Executive Director, Multi-Channel E-Commerce or Steve Rowe, Executive Director, Food or John Dixon,
Executive Director, General Merchandise (clothing, home ware etc.) or the top man Marc Bolland, Chief Executive. AT:
Marks and Spencer Group plc
Waterside House
35 North Wharf Road
London
W2 1NW
Telephone: 020 7935 4422
If you go to the M&S corporate website you can get more contacts.