Marks and Spencer furniture delivery issue

Maisy_Mouse_2

Has anyone any idea what rights I have as I am baffled.

M&S took my order for nearly £2k of furniture at the end of May and took payment late July. Their website says they deliver within 14 days of taking payment but after a gazillion calls, arguments, misinformation and outright lies they claim the goods are either between carrier companies or not yet delivered to their carrier company (they can't decide which excuse to stick to!) and can't be delivered to me until mid/late October. This seems unreasonable to me but I do want the goods. As I have paid where do I stand?

Our email correspondence is full of contradictory information, with different reasons being given for the delay in each email. Do I have any rights to my goods or is the only redress to ask for my money back and cancel the order (bearing in mind that I've been sleeping on the floor since end July and need furniture quickly)

This is no ordinary b@*~~s up this is an M&S b@*~~s up!

vicshippers

This kind of thing is especially rare with M&S and sounds a little like the right hand not talking to the left.

How you deal with it now depends on the outcome you want - as you say you want the goods, you have little option but to wait for the furniture to arrive. I would make sure I wrote to M&S with a formal complaint after I ktook delivery. In the meantime I would communicate with them over the phone, very calmly and try to speak to the same person where possible.

A lot of M&S furniture is made my Julien Bowen and then re-branded and re-photographed (although by no means all of it). Maybe you could find it elsewhere with another seller? Here is one place I'm aware of http://www.srbwarehouse.com/Department/bedroom-furniture-ranges.aspx although I'm sure there are many more.

Keep us updated with how you get on!

pinkshoes

I'd write them a good ole letter explaining the situation, highlighting their promise of delivery within 14 days of taking payment, and tell them the contradictory information you've had so far. Hopefully someone with half a brain and some common sense will read your letter and sort out the numpties messing your order up.

I've ordered M&S furniture before and the delivery was very prompt, and even a phone call by the courier to let us know it was arriving!!

fiddiwebb

How did you pay?

Was it a credit card?

Maisy_Mouse_2

vicshippers wrote: »

This kind of thing is especially rare with M&S and sounds a little like the right hand not talking to the left.

How you deal with it now depends on the outcome you want - as you say you want the goods, you have little option but to wait for the furniture to arrive. I would make sure I wrote to M&S with a formal complaint after I ktook delivery. In the meantime I would communicate with them over the phone, very calmly and try to speak to the same person where possible.

A lot of M&S furniture is made my Julien Bowen and then re-branded and re-photographed (although by no means all of it). Maybe you could find it elsewhere with another seller? Here is one place I'm aware of http://www.srbwarehouse.com/Department/bedroom-furniture-ranges.aspx although I'm sure there are many more.

Keep us updated with how you get on!

I have spoken with them extensively and by post and email and you are quite correct they don't know what they are doing. By a bizarre twist I received a letter today from them arranging delivery for the 5th Sept, a date in the past that they obviously didn't deliver on.

I think what is upsetting me most is that different people have given different stories and clearly someone is actually lying given that I have been offered 4 delivery dates that they have failed to meet.

I really don't know if I have any rights at all with them but their attitude has been quite appalling and on that basis alone I will never ever recommend their online service to anyone.

Maisy_Mouse_2

pinkshoes wrote: »

I'd write them a good ole letter explaining the situation, highlighting their promise of delivery within 14 days of taking payment, and tell them the contradictory information you've had so far. Hopefully someone with half a brain and some common sense will read your letter and sort out the numpties messing your order up.

I've ordered M&S furniture before and the delivery was very prompt, and even a phone call by the courier to let us know it was arriving!!

I have written to directors, sent emails and spoken on the phone, every person has given a different excuse. I too have ordered from them before, in fact most of my furniture is from them, but they have been so rude and arrogant on this occasion that I actually feel quite depressed and stressed by it all. Thanks for the the reply though.

Maisy_Mouse_2

fiddiwebb wrote: »

How did you pay?

Was it a credit card?

Yes it was, but I am up the creek really as I do actually want the goods and they do actually have them. It is their changing their logistics supplier that has caused the problem and they won't do anything to sort it out. It looks like I will have to have waited 5 months before I "might" get my goods.

I feel utterly worn out by it all, not helped by having to sleep on the floor for several months as we disposed of our old furniture when we were given the first failed delivery date.

vicshippers

It sounds like you have done everything that you can, I hope it gets sorted for you soon. I can't think of any other resolution while you are still sure you want their furniture.

elephant-astic

Maisy_Mouse wrote: »

I have written to directors, sent emails and spoken on the phone, every person has given a different excuse. I too have ordered from them before, in fact most of my furniture is from them, but they have been so rude and arrogant on this occasion that I actually feel quite depressed and stressed by it all. Thanks for the the reply though.

If you're still set on having the furniture I'm not sure there's much you can do, except keep plugging on to get it ASAP. If you do manage to get hold of someone who sounds like they know their stuff take their name and try to make all future contact with them.
Your experience sounds far removed from the standard M&S treatment, so I'd be inclined to pursue the official complaint route, I'd be surprised if a reputable company like them weren't willing to offer some kind of redress for the inconvenience you describe!
Best of luck!

mand72

I am expecting delivery tomorrow from M and S furniture.

They phoned last week for me to pick a delivery date, charged my M and S card, sent confimation in writing of the date and then received 2 calls today saying they have no stock.

Apparently due to the previous delivery company being so poor within the last month they have changed again.

They are now phoning me next week as they say stock is on the system to be delivered to their warehouse this weekend.
After persisting with my feelings of disappointment they said they will discuss a gesture of goodwill as i have booked tomorrow off work.
The man i spoke to each time was very good - Michael Ridgemont- on 01925672398 (rather than their expensive 0845 number).

I know it is no help with getting a bed but write down everything they say and start composing your letter of complaint now - they should give you a hefty amount back.

marksandsparksboy

I'm sorry for the issues which you have had, and I sincerely hope they have been resolved.

Yes its all gone Pete Tong with the new delivery team, we have accepted this now!

We are trying our best to get everyones furniture to them as soon as we can, if you have an issue, feel free to send me a private message and i'll do my upmost to help