M&S online orders

red

Am I the only person experiencing problem after problem with the M&S website? I have gone past the point of understanding/tolerating/excusing the various reasons they come up with now and have even tried to get through to the Chairman's office.

Admittedly, this tends to happen during the sales in particular, but it is not only then. In the last six months, I have tried to place two gift orders, both which first missed their intended delivery dates then went out of stock and had no similar alternative.

This last order was done at 3am when most if not all the items had more than 10 in stock, I took the first delivery date possible, and then, suddenly I get an email saying they are missing the delivery date, then that they have not got the stock anymore.

When I call CS, then the Chairman's Office I am told that there is nothing that can be done, it is just the way the website works. The company may consider changing things but probably not and in the meantime, thanks very much for the feedback, but there is nothing to be done. So, as far as I see it, M&S get a lot of activity and sell on their stock and the only one who loses are customers like me who are daft enough to trust the website and wait for the orders...

Does anyone else feel this frustration? Will it stop anyone else shopping with M&S? Does anyone have any practical tips?

Proc

I'm sure the Chairman would love to take time out of his schedule to answer you. No doubt, his business will fail if you're not satisfied.

To be honest, there's not a lot more that can be done. You've reported it, they've said thanks, and that they have taken on board what you're saying and it may hopefully be fixed over time. What more could you ask for? Maybe you want the Customer Service Rep and the Chairman to personally update the coding within the website so that this doesn't happen again?

If you're not happy with the service, then shop elsewhere. The online retail environment is currently huge so I'm not sure why you'd keep going back to someone who you've already said is a pile of crap.

Here's my practical tip that you asked for:

Shop elsewhere.

red

Thanks for that Proc! To be honest, I was looking for a way back to M&S and just got a call back from them and they have been both very responsive and considerate to my concern. I do not consider them to be a pile of crap, but I do feel elements of both their shopping and customer service needs to be improved. They are clearly aware of these issues and are trying to remedy them and I am glad that they are.

ireneski

I had this with my last order of jeans, cropped trousers and a sun hat that I only added on to the order as I have a big head and hats rarely fit. So, we went past the expected delivery date and I chased it up. No medium length crops they said, so I said I'd go for short then. Can't do that they said... and the jeans are out of stock...we'll send the hat. I don't want to pay £3.50 for the hat that might not fit, I said. "Cancel it".

It turned up next day! I was furious and told them so. They refunded my postage and have given me £10 for my trouble, but I wanted the clothes for my holiday (last week).

Like you there were ample stocks when I ordered. They should overhaul their systems, it makes them look totally incompetent!

red

Hi Irenseski,
Just to say sorry that you have experienced similar problems and I hear your frustration and disappointment. Not sure about you, but I have made a determined effort to support M&S but feel let down that I could have purchased the items in-store or elsewhere...

Hope you manage to get something suitable as an alternative and hope eventually M&S recognise the necessity of the changes that should be implemented with their online sales...

Amanita_2

Only used the on line service once just to come home to find the cardboard box containing my 8 new cushions sat in full view on the doorstep in the pouring rain.

Since then if M&S do not have it in stock in the store I don't buy from them which means I buy little there now - nearly always sold out of my size.

I also mourn the loss of the instore ordering service - why SHOULD we pay delivery costs for home delivery just because they will no longer accept orders for delivery to their stores?

red

Hi Amanita,
Your position is exactly what I think M&S should be avoiding and I hope they will recognise how they are architects of their own downfall...I too, buy very little except online and now that is hit and miss I wonder how much longer I will do so...it is such a shame as I have been such a supporter of M&S but they are failing too much at the moment...

mdb123

Amanita wrote: »

Only used the on line service once just to come home to find the cardboard box containing my 8 new cushions sat in full view on the doorstep in the pouring rain.

Since then if M&S do not have it in stock in the store I don't buy from them which means I buy little there now - nearly always sold out of my size.

I also mourn the loss of the instore ordering service - why SHOULD we pay delivery costs for home delivery just because they will no longer accept orders for delivery to their stores?

Hi, did you know that you can now order online (or in any M&S store) and get it delivered free of charge to any M&S store (apart from some Simply Food stores)!
I work for M&S btw