M&S Online Sale has started!

sarah400

I'll do the same. The more complaints they receive the more likely it is that something will get done. I too will update everyone on any progress made.

benbenandme

I just phoned them and asked them to check on my order and they said tht it should be picked tomorrow and I should receive it on wednesday. I asked her to doublecheck none of it was out of stock and she said no, it should all arrive on wednesday .... I won't believe it until I see it tbh, but if it doesn't arrive I will also be sending letters :rolleyes: :rolleyes:

pepperoni_2

wendym wrote: »

They could sort out their systems. This is not the first time, and this has happened to dozens of us, no matter how many people post 'I always get everything I order'.

I agree, usually 'everything they order ' is still in stock at time of pick...this is not rocket science for M&S...that said if they improved their system would we ever see any of the glorious glitches ever again...choices choices but overall I think I would rather have my sale items delivered, this is my 3rd year of missing items.

greyster

well it worried me, this is my 4th Christmas Sale and so far only one Christmas had a few items missing from my order. I ordered around 11.45pm on Christmas Eve with nominated day delivery for 4th January (items to be picked tomorrow according to site). Phoned CS and they said he can't see any items yet that I've ordered that are out of stock now. However he said there is no guarantee as they could go out between now and dispatch. He did say the out of stock email should come quickly though which is a change to previous years as they took days sometimes to be emailed out.

Fingers crossed !!! I think I'm going to go to a store today and get a couple of items just incase. I know pickings will be less at this time!

iecuk

I know how a lot of you feel. I placed several orders in Dece,ber for Christmas presents and had endless problems. I had orders cancelled only to find that the item cancelled was still in stock on the website. I have had orders arrive with items missing and no notifcation that the items had been removed from my order and no explanation as to why.

I have had to send that many complaints (very annoying when you have to use their Account Email system rather than a direct address), that they now appear to be ignoring the emails they don't have copy and paste answers for.

I have also had an order oustanding as delivering soon since shortly after I placed it on December 10th. Original due date was 15th. On 16th it became the 21st. On 20th it became 24th. On 24th it became 3rd January. Yesterday it became 6th January. Customer services won't, oh sorry, CAN'T cancel the order as it is with their delivery team, which is why I haven't been able to cancel it online since the status changed sahortly after placing it.

For a company with this sort of standing and customer base, there really is no excuse for not having a stock count linked to sales. Lesson learnt this year; I will not be using them on the run up to Christmas again in future.

From what I can tell they have had this problem with many a sale event in the past, and the fact they fail to address the issue is nothing but an insult to customers who remain loyal to them throughout.

Cheers,

iecuk

P.S. I have also requested a name and address to write to in the hope that providing an account of the antics throughout December will push them to make a change to the way they do business online.

giddy-aunt

wendym wrote: »

This is my 4th completely wrecked order. Customer Services have a 'what can we do?' approach, so I have just written to the CEO (well I'd only be making turkey soup otherwise). I'll let you know if/when I hear anything.

Same here-Im just drafting a letter to them myself.

I noticed their mission statement -

Vision - To be the standard against which others are measured
Mission - To make aspirational quality accessible to all and (only if your lucky eh?)
Values - Quality value, service, innovation and trust.

Hope this helps those who are intending putting pen to paper.

jbro

I was so upset a couple of years ago with their online ordering system (after having so many items cancelled) that I wrote to Sir Stuart Rose about it.

I got a letter from one of his senior team saying they valued customer feedback, were sorry the service I had wasn't up to their usual standards and promising to do better. I also got some vouchers.

Two years on, although the website has been redesigned and you can see stock levels (yeah, right!), nothing has fundamentally changed.

Sadly, it's better to hope our orders are fulfilled rather than to expect them to be. :mad:

debsjc

I've just had a reply to my email, saying EVERYTHING I ORDERED at 1am Christmas day is out of stock. How can they think is acceptable customer service, and how can every item not be available????

I am fuming. I would like to get the manager of M&S stock control and hang him or her up by their bits!!!!

wendym

Mission - To make aspirational quality accessible to all (thanks giddy-aunt) but not apparently to make purchases accessible, particularly in a sale.

benbenandme

I remember a couple of years ago someone said that the way their system works is say you order 5 items and one of them goes out of stock, instead of sending the other four it waits for the item to come back into stock before picking the others, obviously as its sale items they usually don't come back into stock and in the mean time your other items are ordered by other people and also then go out of stock. It is a daft system for such a big company and if there were free delivery codes working I would order each item individually but the delivery charge makes that impossible too :rolleyes: