Marks and Spencers are morons

laguini

I've had nothing but problems with their customer service lately.

Recently I ordered something from them which looked NOTHING like the picture on the website when it came. The colour and design pattern was completely different. The one on the website was multicoloured - on arrival only the dimensions and material type matched.

I call customer services, spoke to someone who was completely unapologetic and quite unhelpful. The picture of the item was there for weeks, I had been eying it up but waited until it was sale time to buy it.

I went to check it online yesterday after I received my order and I noticed it was no longer searchable, I could only have see it when I clicked on the item link in my order. Now today it's not showing at all. And neither is there a picture or description of the one sent to me. I should have taken a screen capture when it was still up.

The guy couldn't tell me anything, he said that "if" that was the case and the product description didn't match then they would have to look into it and the only thing to do was to return it to the store. "If" ? What kind of idiot could make up this crap, of course it doesn't match and the fact that he can see it on my order but not search for it or get a picture for it online should strongly suggest something wrong their end.

When I asked about whether or not they had been selling the one that was pictured online he replied very deadpan that he didn't know whether they had been selling it or not. And that it could have been the wrong picture, that can happen. :mad:

When I had an issue with Argos over something only slightly similar, they were lovely, apologized and arranged to pick it up the next day. And it wasn't even on the same scale as this, this product design is totally different.

This item was the best I could find anywhere and it was 20% off, so I would be quite happy for them to replace it with the correct one but it doesn't seem like they can be bothered.

IDK it just seems crazy to me that they could send me something that looks totally different and isn't even pictured on the website. I've never ever had that happen, anywhere.

clever_username

I appreciate that you're annoyed but mistakes do happen occasionally when ordering online. The wrong box is picked up by someone working in a warehouse and so on.

RadoJo

Have they offered you a refund? I can appreciate that it's annoying to get the wrong product, but as clever username says, mistakes do happen. It's understandable that the person you spoke to didn't have an in depth knowledge of every line they sell, and if you were the first to bring the discrepancy to their attention, then taking it off the site promptly (as they seem to have done) isn't bad. Unfortunately, it sounds as though the best solution for you would be to receive a product that they may not stock, so it's possible that they really just can't resolve this to your satisfaction.

bcl999

Not that it will help now but you might have wanted to submit a review for that product saying what you found. I recently went to buy something on their site but when I read the (only) review, the review said that the pictue didn't match what they had received ( a bag which was pictured with a leather strap but actually came with a thick webbing one). He/she saved me a bit tof trouble.

Lori007

I dealt with the on-line team yesterday - ordered some items from their sale a few days ago, and when I looked yesterday found an item that I liked and wanted to add to my order since it had not been despatched. I was given the option, on line, of deleting items from my order so phoned and asked if I could add and was told No, the only thing I could do was cancel complete order myself, and then re-order. Subsequently did this, and lo and behold, when I immediately went to reorder all the items I had originally in my order they were no longer in stock. Guess I wouldn't have received them anyway! They are very naughty at allowing you to place items in your basket, order and pay and when they eventually get around to sending a week or so later (have waited 3 weeks before now) you get an e-mail saying no longer in stock. I appreciate that items go out of stock but I always thought they should have a system that counts down the items as people order and pay and then stop showing them as in stock when enough orders have been placed. Anyway, the good thing is that it saved me a lot of money!

laguini

clever_username wrote: »

I appreciate that you're annoyed but mistakes do happen occasionally when ordering online. The wrong box is picked up by someone working in a warehouse and so on.

I understand this too, but it's the particular nature of this problem and M&S's approach to it that I have an issue with. It wasn't just that a wrong item was picked up as a mistake, in which case the correct one could be sent. The item I received is not listed online. It seems to be masquerading as the product in the picture. They can't tell me if the one in the picture exists - I've never heard of this, a store putting up a item online for sale which doesn't exist.

RadoJo wrote: »

Have they offered you a refund? It's understandable that the person you spoke to didn't have an in depth knowledge of every line they sell, and if you were the first to bring the discrepancy to their attention, then taking it off the site promptly (as they seem to have done) isn't bad.

Yes they offered me one, the picture was taken off before I contacted them so I don't know if others reported the same problem.

Lori007 wrote: »

Guess I wouldn't have received them anyway! They are very naughty at allowing you to place items in your basket, order and pay and when they eventually get around to sending a week or so later (have waited 3 weeks before now) you get an e-mail saying no longer in stock.

Had a similar experience. My nominated day delivery was delayed due to one of the items I ordered being out of stock. I was informed that item would come in a separate delivery within 6 weeks. I called M&S to arrange another date for delivery for the rest of items. A date was allocated to me for the following Tuesday. The things were not sent for this date but sent via standard delivery and I missed it. The lady also promised that the out of stock item on my order which be sent to me as soon as it came back into stock. The next day I got an email saying it was no longer available and had been cancelled from my order. I immediately went online, found it was in stock, called them up and had to ordered it again in a separate order. Finally I received it 2 days ago.

dmg24

laguini wrote: »

I've had nothing but problems with their customer service lately.

Recently I ordered something from them which looked NOTHING like the picture on the website when it came. The colour and design pattern was completely different. The one on the website was multicoloured - on arrival only the dimensions and material type matched.

I call customer services, spoke to someone who was completely unapologetic and quite unhelpful. The picture of the item was there for weeks, I had been eying it up but waited until it was sale time to buy it.

I went to check it online yesterday after I received my order and I noticed it was no longer searchable, I could only have see it when I clicked on the item link in my order. Now today it's not showing at all. And neither is there a picture or description of the one sent to me. I should have taken a screen capture when it was still up.

The guy couldn't tell me anything, he said that "if" that was the case and the product description didn't match then they would have to look into it and the only thing to do was to return it to the store. "If" ? What kind of idiot could make up this crap, of course it doesn't match and the fact that he can see it on my order but not search for it or get a picture for it online should strongly suggest something wrong their end.

When I asked about whether or not they had been selling the one that was pictured online he replied very deadpan that he didn't know whether they had been selling it or not. And that it could have been the wrong picture, that can happen. :mad:

When I had an issue with Argos over something only slightly similar, they were lovely, apologized and arranged to pick it up the next day. And it wasn't even on the same scale as this, this product design is totally different.

This item was the best I could find anywhere and it was 20% off, so I would be quite happy for them to replace it with the correct one but it doesn't seem like they can be bothered.

IDK it just seems crazy to me that they could send me something that looks totally different and isn't even pictured on the website. I've never ever had that happen, anywhere.

It is a shame when people cannot express their feelings without being rude.

maninthestreet

laguini wrote: »

I've had nothing but problems with their customer service lately.

Recently I ordered something from them which looked NOTHING like the picture on the website when it came. The colour and design pattern was completely different. The one on the website was multicoloured - on arrival only the dimensions and material type matched.

I call customer services, spoke to someone who was completely unapologetic and quite unhelpful. The picture of the item was there for weeks, I had been eying it up but waited until it was sale time to buy it.

I went to check it online yesterday after I received my order and I noticed it was no longer searchable, I could only have see it when I clicked on the item link in my order. Now today it's not showing at all. And neither is there a picture or description of the one sent to me. I should have taken a screen capture when it was still up.

The guy couldn't tell me anything, he said that "if" that was the case and the product description didn't match then they would have to look into it and the only thing to do was to return it to the store. "If" ? What kind of idiot could make up this crap, of course it doesn't match and the fact that he can see it on my order but not search for it or get a picture for it online should strongly suggest something wrong their end.

When I asked about whether or not they had been selling the one that was pictured online he replied very deadpan that he didn't know whether they had been selling it or not. And that it could have been the wrong picture, that can happen. :mad:

When I had an issue with Argos over something only slightly similar, they were lovely, apologized and arranged to pick it up the next day. And it wasn't even on the same scale as this, this product design is totally different.

This item was the best I could find anywhere and it was 20% off, so I would be quite happy for them to replace it with the correct one but it doesn't seem like they can be bothered.

IDK it just seems crazy to me that they could send me something that looks totally different and isn't even pictured on the website. I've never ever had that happen, anywhere.

So send it back for a refund within 7 days, as is your right under the DSR and move on.