I am not pleased with Marks and Spencer poor service

missile

We ordered some flowers on 10th December to be delivered to Scarborough. We received an e mail telling us that this order had been cancelled and no payment had been taken from my credit card in respect of this order. I am pleased to report that one of your competitors was able to complete our order satisfactorily.

On checking my statement on 17.12.2010, I found that payment had been debited and no refund had been made. I phoned and complained. M&S assistant told me he would arrange for a refund within 24 hours.

Today 18.12.2010, I received an e mail assuring me that no payment had been deducted from my credit card and some feeble explanation which is incorrect. I phoned M&S assistant “Gemma” she told me that my complaint had already been investigated and she would not put through another request for a refund.


I have complained by snail mail and disputed the transaction with Capital 1.

Sorry for this long winded post. I am so angry with M&S who seem to treat their customers like dog excrement.

molerat

Which page is the payment on, Current Transactions or Pending Transactions. If the latter then the payment has not necessarily been taken but only reserved.

paulsad

No reason to hate M&S for this - mostly they are a good company.
If its a genuine mistake you will get your refund.
Life is often this way!

dmg24

paulsad wrote: »

No reason to hate M&S for this - mostly they are a good company.
If its a genuine mistake you will get your refund.
Life is often this way!

I agree, hate is such a strong word. People need to get more perspective.

missile

molerat wrote: »

Which page is the payment on, Current Transactions or Pending Transactions. If the latter then the payment has not necessarily been taken but only reserved.

It is on current transactions, it would not show as pending for 8 days.

zppp

missile wrote: »

it would not show as pending for 8 days.

It can technically show as pending for 6 months, hence molerat's point.

missile

paulsad wrote: »

No reason to hate M&S for this - mostly they are a good company.
If its a genuine mistake you will get your refund.
Life is often this way!

A great company would have delivered the flowers as promised. A good company would have issued a refund when they cancelled my order. An average company would take note of my complaint and issue a refund. M&S have still not issued my refund after my second complaint. Lets hope they respond to my letter.

:iloveyou:PS: This post is just a bit of a rant. I don't really hate M&S, but they are certainly not my favourite company at present. If we do not complain when we get bad service then how will we ever receive the service which we all deserve. :iloveyou:

missile

zppp wrote: »

It can technically show as pending for 6 months, hence molerat's point.

That is news to me. Do you have a link to anything to support your comment.
This is my understanding of pending transaction

Pending transactions are purchases made through your credit, debit or gift card that have not fully cleared with the bank. Pending transactions are not yet posted to your account, but instead they place a hold on the amount pending against funds in your bank, your gift card or your credit limit. This is to ensure you have the availible funds to complete the transaction and to prevent the consumer from exceeding limits placed on their cards.

The downside to pending transactions is that if your transaction fails due to inputing incorrect information, it will still record a pending transaction to your account. You will not be charged for the transaction, but you will not have access to the funds until the transactions are cleared by your bank. Transactions can take anywhere from 3 - 14 days to clear depending on your card or bank.

In any event a pending transaction would not appear on current transactions and if it was "pending" M&S should have contacted my credit card company to cancel the "pending" transaction.

missile

No refund has been forthcoming from M&S. I shall make a dispute claim on my credit card.

missile

Still no refund or reply to my letter of complaint. This is M&S and the latest bullsh1t from M&S - dated 07th January >

Dear XXXX

Thank you for your recent Marks & Spencer order: XXXX
We're sorry to tell you that delivery of the following will be delayed and will not be delivered on 14 December 2010.

1 of Large Serene Bouquet

We understand how disappointing this can be. We will contact you as soon as possible to rearrange delivery and refund your delivery charge. If you would prefer to call us, the number is 0845 609 0200.

To track your order, click here.

Please note that order delays may affect multibuy offers such as 3 for 2 or "free item with purchase". If any products in your order were part of a multibuy, please contact us to discuss options.

Any questions? Click here to ask your questions and get instant answers.

Please note: this email was sent from an address that cannot accept replies. If you would like to email us back, click here.

Thank you for shopping with marksandspencer.com

missile

Well eventually got my refund via Capital 1. :T

No response to my letters of complaint, no appology, or even admission from M&S that they had debited my card.

Any company can make a mistake. Most will try to put things right. It seems M&S policy is the customer is always wrong. :rotfl: