No more in-store ordering at M&S

edda

Marks & Spencer is stopping in store ordering:

http://www.retail-week.com/multichannel/ms-reduces-multichannel-shopping-options/5002328.article

They're offering ordering by phone or internet only with a delivery charge :mad:

Not helpful if the store doesn't have your size - especially with their less than perfect stock availability.

Returns down to 35 days; no in store ordering; what's next??

bcl999

Thanks for this info. I see the M&S spokesperson said it "would not inconvenience customers". I'm sure it will.

I suppose we should be grateful they are not pushing it as something being introduced to "improve the customer experience" like so many other organisations' policy changes!

Hermia

B*******! Well, I won't be going there again for work suits/trousers. I often have to order stuff because my size always seems to be out of stock in the petite range. I bought a lovely coat for work there last year and I had to order it because they had no size 12 in stock and they didn't know when/if they would be getting any more. I do not want to buy via home shopping as it's more hassle to return the item if it doesn't fit etc. So, basically if you are a popular size you may as well give up on M&S!

shopndrop

So now, if they don't have your size in stock, you can order it, pay a delivery charge, and then if you find it unsuitable or doesn't fit as you would expect, return it in store, you have paid an additional cost for delivery and got nothing to show for it.

Don't really think this is the way to go about pleasing customers.

Thursdays_child_3

I was told they removed it because so many people who ordered items never came to pick them up and it took 5 members of staff to cover the shifts and now they could be doing something else.

I suggested they did what Next do, when an order is placed with them you pay for it there and then and return it for a refund if not suitable. They said they would look into it, but don't hold your breath.

Little_Mama

Absolutely no good either if you've got vouchers or a gift card as they don't allow those online!

Does anyone know if this affects furniture orders in store? After all their catalogue still states that you can, surely until they state otherwise in the catalogue they can't do this? I'm sure someone will clarify.

Not good M&S!

LM

bubblegumcola

I would have thought the reason they have ceased their in-store ordering is that too many people order things and don't bother to go and collect them for whatever reason. Having been in charge of customer in-store orders in Next a few years ago I can tell you that it can take hours to sort the orders out. You have to contact customers to let them know their order is in, do a weekly audit of what orders have arrived in-store and give customers a 'reasonable length of time' for customers to come and collect. if they are not collected you then have to process a refund, let the customer know and send the item back to head office. M&S is probably different from next but you get the idea of the work involved.

Orders take up space in the stockroom. These items of stock are sitting in a stockroom in a shop waiting to 'possibly be collected' when they could be on a shop floor to be bought. Hundreds of stores with potentially thousands of items of stock earmarked for customers who may or may not be bothered to go in and buy the item, if they remember. Just sitting through the back where nobody can buy them/see them.

I completely see M&S's point. It is inconvenient but I'm sure more shops will do less in-store ordering given the current climate.

bubblegumcola

Hermia wrote: »

B*******! Well, I won't be going there again for work suits/trousers. I often have to order stuff because my size always seems to be out of stock in the petite range. I bought a lovely coat for work there last year and I had to order it because they had no size 12 in stock and they didn't know when/if they would be getting any more. I do not want to buy via home shopping as it's more hassle to return the item if it doesn't fit etc. So, basically if you are a popular size you may as well give up on M&S!

Why is it more difficult to return the item if it doesn't fit/unsuitable? I've never had a problem returning items that were simply unsuitable or changed my mind. You have 35 days to take things back to store or post it back to them. As long as you take in your paperwork when you return instore there's never a problem when I've done it.

NotJustAny...

You can still order the following in-store: furniture, technology, household electricals.

The reason in-store ordering was removed was as stated by bubblegumcola - too many people ordering and not collecting. Having seen the orders in a busy M&S branch, I can confirm there were a huge amount that were not collected. Anecdotal obviously, but as I used to manage collections, around 30-50% were never picked up.

Also a bit frustrating when you have a customer stood in front of you who wants the item (and there are customers who will quite literally travel the country if they really want something), and it's sat out back, waiting on a possibly-maybe-hopefully collection. People very rarely rang to say they no longer wanted their item.

The feedback from customers regarding the inconvenience & the delivery costs has been passed on to Head Office. You can also contact Retail Customer Services if you wish to let them know directly on 0845 302 1234.

I believe that M&S is due to start trialling some sort of new in-store ordering system. I don't have many details on it, and if the trial is successful, it will be some time before it's rolled out in stores, but it's due to happen.

Little_Mama

NotJustAny... wrote: »

You can still order the following in-store: furniture, technology, household electricals.

Thanks for clarifying NotJustAny......

Was nearly stopping entering for the Loose Women £10K M&S Vouchers comp....there are only so many knickers & food you can buy in store...lol! :rotfl:

LM

Hermia

bubblegumcola wrote: »

Why is it more difficult to return the item if it doesn't fit/unsuitable? I've never had a problem returning items that were simply unsuitable or changed my mind. You have 35 days to take things back to store or post it back to them. As long as you take in your paperwork when you return instore there's never a problem when I've done it.

I didn't realise that you could take an item you had ordered over the internet back to a store. That does make it easier, but it is still too much hassle IMO when I could just try other shops rather than M&S.

I just think if M&S is not going to allow customers to order in different sizes than they should try and make an effort to make sure stores have a decent range of sizes. I have lost count of the number of times I have gone into M&S only to be told they don't have a particular item in my size and they don't know when they will get them in. I saw a coat in my local M&S last year and it was only available in 10, 16 and 18. I went in several times over three weeks and they just did not get in any other sizes.

I do appreciate that it is a pain in the bum when people order stuff and do not collect it. It happens where I work too, but I do think M&S are going to put a lot of people off.