M&S have failed me....

lalamb

1984ReturnsForReal wrote: »

I would love to see the full stats on M&S orders completed in full. I bet its no where near 100%.

A glitch is a glitch but what really irks me is buying something that doesnt exist & the retailer has no intention of supplying & believes it is a good way of operating because it maximises todays profit.

They are a pathetic retailer as far as I am concerned with pathetic business people at the top.

And it is your right not to shop with them anymore.

I am very happy with them and will continue to shop with them, even for glitches that I know probably wont be honoured....... like the £1 chairs.

I would rather be realistic than disappointed.

twinkle06_123

angelsmomma wrote: »

M & S customer service is getting really bad. I have always shopped there because of the good customer services. Today I emailed them as a refund on a broken toy that I returned to a local store has not appeared on my statement which goes up to 7th January.

This is their answer.
Our records show the refund was requested on 15/12/2010. It is showing as cleared and normally takes about 5 working days to show back on your payment card. As we show the refund as cleared I'm unable to process another refund request.

If you disagree please send us a copy of the actual card statement your card provider sends showing this period. A covering note confirming your order number and brief explanation of why you’re sending it should also be included and sent to the following address:

Marks & Spencer
Customer Correspondence FAO DRT
PO Box 288
Warrington
WA5 7WZ

Please note we don't accept a copy of an online statement for your card as proof of payment.

So I am expected to pay £4 for a statement (I have paperless billing) and postage to get my refund of £10. I emailed back saying I won't be wasting my time and money running around for this. I just won't shop with them again.

Same thing happened to me with Tesco. They replied to my emails 2 weeks after each email was sent - they blamed the snow on each occasion for the late replies. :mad: and demanded bank statements for a refund of £10.

They also talked to me in a way that suggested that I was lying to them about not receiving my refund.. 'err the refund was sent out 1 month ago, surely you should have received it by now..' in a sarcastic voice. This was a refund they had issued on an expired card.

sirbrainy

twinkle06_123 wrote: »

Same thing happened to me with Tesco. They replied to my emails 2 weeks after each email was sent - they blamed the snow on each occasion for the late replies. :mad: and demanded bank statements for a refund of £10.

They also talked to me in a way that suggested that I was lying to them about not receiving my refund.. 'err the refund was sent out 1 month ago, surely you should have received it by now..' in a sarcastic voice. This was a refund they had issued on an expired card.

Tesco CS are ace, they always, always, always refund me 100% for questionable items eg sell by date too soon, dodgy onions etc.

And on the odd occasion when I get no sympathy, I just ring straight back on the freephone and the next wallah sorts it out.

Guaranteed.

Purplebutterfly_2

sirbrainy wrote: »

Tesco CS are ace, they always, always, always refund me 100% for questionable items eg sell by date too soon, dodgy onions etc.

And on the odd occasion when I get no sympathy, I just ring straight back on the freephone and the next wallah sorts it out.

Guaranteed.

I agree.
I usually email them about grocery items,, once about something instore and once for an item bought from Tesco Direct.

Tesco CS are fantastastic IMO.:)

I've never had to deal with M&S CS but I have never had any problems with any orders with them.:)

notisis

I agree, thus far Tesco CS have sorted problems (and to be fair so have Sainsburys and Debenhams when I've used them). M & S however - just don't go there. I have now not shopped there since March 2008 except for 2 occasions when gifts have had to be specifically purchased there. They messed up big time and couldn't apologise - I eventually had to escalate complaints in order to receive a refund via section 75. To date M & S have lost a minimum of £10k (furniture, bedding, household items, etc) not including clothing, gifts and food purchases from me. Not that they're probably worried. Speaking to my 17 work colleagues all have had problems with M & S and now only a few continue to shop there. Who shops there now?

1984ReturnsForReal_2

notisis wrote: »

To date M & S have lost a minimum of £10k (furniture, bedding, household items, etc) not including clothing, gifts and food purchases from me.

:rotfl:


I have to buy a whole new set of white goods & not a chance is a penny heading their way.

heatherw_01

Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere(please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email abuse@moneysavingexpert.com.

MV1976

I'll add my voice to those let down by Mark and Spencer's poor record in fulfilling orders. Like other posters whenever I place an order with them I don't expect to receive the goods, but see every delivered item as a bonus. Quite how they expect to compete with the likes of Amazon I do not know.