Help with M&S complaint

cranda

Ordered and paid for 2 cabin bed in full on 29 Dec 2009. Almost £1,000. First got a letter addressed to my mum (who lives in Ireland and we live in England) saying that they couldn't contact us about delivery. Worried that they were going to deliver to Ireland. Won't speak to me as it is my husbands name on the account (even though letter to my mum). Agreed delivery. Beds came, part of the price is they build them, waited in for the day. Quality manager also arrived to check they were being built ok. When finally built one had a small piece missing on the desk, the other bed was dented, scratched, in many areas all over the bed. The delivery driver even pointed out some of the damage. He said he would have to contact the reject line and someone would phone us back. No one did. After numerous calls, agreed that they could speak to me had to have my husbands permission:mad: we would get £50 off one of the beds but they would completely replace the 2nd bed. This was redelivered on May 8th another day of waiting in. Delivery drivers first said they were just replacing the bed and not the desk, bookshelves, cupboard that goes with it. The new bed's front panel is also not finished properly. Then later said they were replacing all! But on leaving we went to check and they hadn't, then they couldn't find the paperwork, or the rest of the delivery in the van. Phoned M&S they said the driver had to phone the reject line and someone would phone us back in a coupe of hours He said would put notes on system. No phonecall, next night I emailed, they returned call but we missed it was given a name. Phoned he wasn't around told story they asked that we discuss it with them. Did so after 10 minutes they asked was my husband around as they couldn't discuss options with me!!!!!! Said 1st guy woud phone us back he did, would not discuss what would happen or goodwill gestures he would phone back with resolution on tuesday. Guess what 9 days later, 3 emails and no contact. Finally after email 4 tonight said they would redeliver somedate after 7th July. They don't seem to understand that with both of us working and 3 young children we can't wait in yet another day. They just won't discuss it with us, saying that is the only option. They said they would give us a good will gesture to say sorry for the upset but won't discuss it to it has been finally resolved. I am sure it won't be as much as a days pay.....or the bed!!! What should I do:mad::mad::mad:

mazinmouse

I would tell them you are cancelling the order and find something elsewhere. I don't know the legal side of things and your rights but my gut feeling would be to tell them to take a running jump.

(I'd go to John Lewis, also I think you'll find the quality is better!) I don't work for John Lewis but have to say that even when we had a glitch with one of our orders it was sorted out properly.

gordikin

Paragraphs?

dmg24

gordikin wrote: »

Paragraphs?

Be careful, someone will start throwing their dummy out the pram if you try to be helpful!

OP, I agree with mazinmouse, reject the goods and go somewhere else.

cranda

Thanks, not sure can cancel the order as they have my money, and I assume they would collect the bed, leaving my 4 year old without a bed.

I didn't realise my rant was being marked. :rotfl: You must be sooo clever noticing that! Gordikins

gordikin

Sorry! I forgot the child angle -10 for bringing that into it!

cyberbob

I would read but as you have made it so difficult in one huge lump of text. I'll give it a miss

CHR15

Me too, give this ridiculous chunk of text a miss.

Is it really all that difficult to type a readable paragraph??

Sugarhunny1

To cyberbob and CHRI5,

Was it so hard to do???


Ordered and paid for 2 cabin bed in full on 29 Dec 2009. Almost £1,000. First got a letter addressed to my mum (who lives in Ireland and we live in England) saying that they couldn't contact us about delivery. Worried that they were going to deliver to Ireland.

Won't speak to me as it is my husbands name on the account (even though letter to my mum). Agreed delivery. Beds came, part of the price is they build them, waited in for the day. Quality manager also arrived to check they were being built ok. When finally built one had a small piece missing on the desk, the other bed was dented, scratched, in many areas all over the bed. The delivery driver even pointed out some of the damage. He said he would have to contact the reject line and someone would phone us back.

No one did. After numerous calls, agreed that they could speak to me had to have my husbands permission:mad: we would get £50 off one of the beds but they would completely replace the 2nd bed. This was redelivered on May 8th another day of waiting in. Delivery drivers first said they were just replacing the bed and not the desk, bookshelves, cupboard that goes with it.

The new bed's front panel is also not finished properly. Then later said they were replacing all! But on leaving we went to check and they hadn't, then they couldn't find the paperwork, or the rest of the delivery in the van.

Phoned M&S they said the driver had to phone the reject line and someone would phone us back in a coupe of hours He said would put notes on system. No phonecall, next night I emailed, they returned call but we missed it was given a name. Phoned he wasn't around told story they asked that we discuss it with them.

Did so after 10 minutes they asked was my husband around as they couldn't discuss options with me!!!!!! Said 1st guy woud phone us back he did, would not discuss what would happen or goodwill gestures he would phone back with resolution on tuesday. Guess what 9 days later, 3 emails and no contact. Finally after email 4 tonight said they would redeliver somedate after 7th July.

They don't seem to understand that with both of us working and 3 young children we can't wait in yet another day. They just won't discuss it with us, saying that is the only option. They said they would give us a good will gesture to say sorry for the upset but won't discuss it to it has been finally resolved. I am sure it won't be as much as a days pay.....or the bed!!! What should I do:mad::mad::mad:

Sugarhunny1

cyberbob wrote: »

I would read but as you have made it so difficult in one huge lump of text. I'll give it a miss

CHR15 wrote: »

Me too, give this ridiculous chunk of text a miss.

Is it really all that difficult to type a readable paragraph??

To cyberbob and CHRI5,

Was it so hard to do???


"Ordered and paid for 2 cabin bed in full on 29 Dec 2009. Almost £1,000. First got a letter addressed to my mum (who lives in Ireland and we live in England) saying that they couldn't contact us about delivery. Worried that they were going to deliver to Ireland.

Won't speak to me as it is my husbands name on the account (even though letter to my mum). Agreed delivery. Beds came, part of the price is they build them, waited in for the day. Quality manager also arrived to check they were being built ok. When finally built one had a small piece missing on the desk, the other bed was dented, scratched, in many areas all over the bed. The delivery driver even pointed out some of the damage. He said he would have to contact the reject line and someone would phone us back.

No one did. After numerous calls, agreed that they could speak to me had to have my husbands permission:mad: we would get £50 off one of the beds but they would completely replace the 2nd bed. This was redelivered on May 8th another day of waiting in. Delivery drivers first said they were just replacing the bed and not the desk, bookshelves, cupboard that goes with it.

The new bed's front panel is also not finished properly. Then later said they were replacing all! But on leaving we went to check and they hadn't, then they couldn't find the paperwork, or the rest of the delivery in the van.

Phoned M&S they said the driver had to phone the reject line and someone would phone us back in a coupe of hours He said would put notes on system. No phonecall, next night I emailed, they returned call but we missed it was given a name. Phoned he wasn't around told story they asked that we discuss it with them.

Did so after 10 minutes they asked was my husband around as they couldn't discuss options with me!!!!!! Said 1st guy woud phone us back he did, would not discuss what would happen or goodwill gestures he would phone back with resolution on tuesday. Guess what 9 days later, 3 emails and no contact. Finally after email 4 tonight said they would redeliver somedate after 7th July.

They don't seem to understand that with both of us working and 3 young children we can't wait in yet another day. They just won't discuss it with us, saying that is the only option. They said they would give us a good will gesture to say sorry for the upset but won't discuss it to it has been finally resolved. I am sure it won't be as much as a days pay.....or the bed!!! What should I do:mad::mad::mad:"

POPPYOSCAR

Cranda, I had no trouble reading your post.

Have you tried contacting the head office? I would also put your complaint to them by letter and send it recorded delivery.