Marks and Spencers sale

pwl2706

smk77 wrote: »

My order was despatched on Sunday and arrived yesterday. 4 items were missing from the original order. I've received 2 emails. Where are the other 2 items or emails?

10 years of software development gives me enough experience to understand databases and automated emails so I don't buy such an excuse. I have not been sent an email for 2 items nearly a week after placing the order and therefore M&S have broken their T&Cs.

Ok, go ahead, sue them for millions, but I bet the most you get is a 'sorry about that' and a £10 voucher with absolutely no admittance by M&S about breakiug their T&C's

newty428

I ordered 14 items on the 23rd and was told they would be here between Mon 27th & Tues 28th. Didn't receive so called today to be told they haven't been despatched yet and there are only 2 items in stock. I told the guy to cancel my order as I'm not paying a delivery charge for two items. He told me he couldn't cancel it. I have to call and complain when I receive the order. What a joke!

smk77

pwl2706 wrote: »

Ok, go ahead, sue them for millions, but I bet the most you get is a 'sorry about that' and a £10 voucher with absolutely no admittance by M&S about breakiug their T&C's

oh dear. Don't jump the gun. I'm merely pointing out this fact.

The point is that M&S have a poor system in place for handling these sales. Last night I spent time going through my order and cross referencing each item against the order to work out what was missing and then ensure that I hadn't been overcharged (i.e. the cost items that were missing weren't charged for). Their stock levels are clearly out of date on the website (cost cutting when implementing their system or poorly thought out requirements?). The person I spoke to on Friday even gave me incorrect information about my order.

I can either:

1. Ignore the issues
2. Drop them a quick email or letter explaining my concerns and pointing out that they've broken the T&Cs of my order.

I'll probably drop them an email because it feedback is important.

marias1981

got my order yesterday,really pleased.

pwl2706

smk77 wrote: »

oh dear. Don't jump the gun. I'm merely pointing out this fact.

The point is that M&S have a poor system in place for handling these sales. Last night I spent time going through my order and cross referencing each item against the order to work out what was missing and then ensure that I hadn't been overcharged (i.e. the cost items that were missing weren't charged for). Their stock levels are clearly out of date on the website (cost cutting when implementing their system or poorly thought out requirements?). The person I spoke to on Friday even gave me incorrect information about my order.

I can either:

1. Ignore the issues
2. Drop them a quick email or letter explaining my concerns and pointing out that they've broken the T&Cs of my order.

I'll probably drop them an email because it feedback is important.

I agree their system is rubbish compared to their sales volume, but it's not really cost cutting at the expense of service, it's more a case of does it work 99% of the time (yes)...

To implement a real-time system across multiple supply chains and tens of thousands of product lines replacing the current 6 hourly batch update would cost tens of millions of pounds...

They have looked at the potential cost vs benefits and found it probably doesn't add up...

The current system for the website is basically a front-end that reads from one database, and it's that db that's only updated by the supply chain management system once or twice daily...

Surely with your experience you can appreciate the enormous challenges presented by building a new system to replace their in house legacy logistics system...systems which are dependant on procedures and processes that have been shown to be cost effecftive in the long term.

Not to mention that they sub-contract their warehouse/distribution center management to 3rd party specialists such as Exel Logistics (used to be Tibbett & Britten / Dartford Securites)...

The problem for M&S is that they automated their distribution system ahead of the market in 1988 (Yes, God help me, I was there whenthey upgraded to the MUWS and WRECS systems) . . . and now that mainframe AS/400 based warehouse legacy system is mission critical...buried under dozens of add-ons ...

None of their competition including NEXT deal with their volumes through the website, and they all have newer systems!

Trust me, we won't see a major improvment in terms of the website being real-time updated with the warehouse for a long long time...

Babiesmummy_2

Out of my 12 items ordered,
1 x has still to arrive
7 x are being returned
4 x are being kept (all kids books).
Not impressed at all with this sale, my £150 order is now down to £9.00 after I have returned my items.

jbro

pwl2706 wrote: »

I agree their system is rubbish compared to their sales volume, but it's not really cost cutting at the expense of service, it's more a case of does it work 99% of the time (yes)...

To implement a real-time system across multiple supply chains and tens of thousands of product lines replacing the current 6 hourly batch update would cost tens of millions of pounds...

They have looked at the potential cost vs benefits and found it probably doesn't add up...

The current system for the website is basically a front-end that reads from one database, and it's that db that's only updated by the supply chain management system once or twice daily...

Surely with your experience you can appreciate the enormous challenges presented by building a new system to replace their in house legacy logistics system...systems which are dependant on procedures and processes that have been shown to be cost effecftive in the long term.

Not to mention that they sub-contract their warehouse/distribution center management to 3rd party specialists such as Exel Logistics (used to be Tibbett & Britten / Dartford Securites)...

The problem for M&S is that they automated their distribution system ahead of the market in 1988 (Yes, God help me, I was there whenthey upgraded to the MUWS and WRECS systems) . . . and now that mainframe AS/400 based warehouse legacy system is mission critical...buried under dozens of add-ons ...

None of their competition including NEXT deal with their volumes through the website, and they all have newer systems!

Trust me, we won't see a major improvment in terms of the website being real-time updated with the warehouse for a long long time...

where does Amazon fit into all this?

jbro

jbro wrote: »

I'm not going to get them, am I? :mad:

Got them! Just arrived by courier! 3 beautiful 100% cashmere scarves (one pashmina size, two shawl size) and an amber necklace for £51

:j

lolly3

am still waiting for my delivery.:mad:

I ordered on the weds night & was told it would be here mon /tues 27th/28th. I rang CS yesterday & they told me it had been sent out yesterday with 1 item out of stock. Although he didnt seem that sure that it had been sent & Ive not received an email from M&S & my M&S account hasnt updated & still showing as despatching soon. Told me to wait til end of week & they'd resend! Not sure how they'll do that if everything is sold out. Lol!

Anyone else received their delivery without getting an email to say had dispatched?

* Just checked my credit card & M&S have taken money so fingers crossed its on its way!!

joyce63

I placed an order on Wednesday night when the sale first went live and didn't get any email to confirm dispatch; however I checked my order status on Monday and it had changed to "dispatched". I was away till late yesterday evening and the parcel was sitting under my door mat and everything was there.:j