Marks and Spencer Furniture - poor service

fedupwithmands

Just a little help for anyone thinking of buying Marks and Spencer Furniture, delivery is completely at their convenience and it might take you months to get it.

M&S furniture has 'up to' 3 weeks delivery time. In this case 'up to' means exactly. It has taken 3 weeks each time I have ordered. This time I received a phone call saying that delivery would be between 7 and 9 am with no flexibility on time and date and a letter saying I would have to pay **£100 if I wanted to re-arrange delivery**. The item finally arrived DAMAGED at 7:09am. Best bit is that there is no priority on replacements so I now have to arrange collection of the damaged item and start this process again when it is finally in stock sometime mid October. 3 weeks delivery etc ... you get the picture

Starting in August I may get my furniture before Christmas.

I will never buy from M and S again CUSTOMER SERVICE IS RUBBISH.

update:
Just found out it also takes 'up to' 3 weeks to get a damaged item collected. This has the same small print that if the time (any time 7am-7pm) and date aren't convenient they reserve the right to charge you £100.
Nice people eh?

sarah01uk

Have you tried the 'ring customer services and refuse to hang up until they fix it' technique? It's remarkable how they can suddenly find a two hour delivery slot this week... It shouldn't be that way but it's worked for me on several occasions! Make sure you ask to speak to supervisors if you get no luck. Also, ask for the postal address so you can send a formal, written complaint and ask for their name to include. I've never actually written a letter as the threat usually miraculously results in resolution of the issue. Good luck!

fedupwithmands

Thanks for the advice, I got the pick up time for collecting the damaged item down to one week. Customer services just keep telling me it is in the small print about 3 weeks and £100 rearrangement fee.
I also submitted a review on the M&S site which was pretty close to my posting here. They sent me an email saying it was not accepted as it did not meet their guidelines. Their customer review sites are therefore not a real representation of customer views. Shame on M&S.
I will vote with me feet and go elsewhere in future.

Nile

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 [EMAIL="forumteam@moneysavingexpert.com"]forumteam@moneysavingexpert.com[/EMAIL].

daveyjp

Another rant with no substance. M&S let you change delivery times at least once for no charge. Used them earlier this year and they were brilliant. Built the bed and took all packaging away.

chistery

I just had a new bed and bedside cabinets delivered by M&S. I ordered a few weeks in advance and they let me pick the day I wanted, and was very happy with the service. They arrived within their 2 hour window and put my bed together very quickly.

I'll be using them again to buy some matching furniture. No complaints here.

fedupwithmands

Sounds like some people have had better service than I have. I still have no replacement furniture and they didn't let me change the pickup time for taking away the damaged item. Not sure how that means my complaint has no substance.

fedupwithmands

Finally got a delivery date for a replacement for the item I ordered in August..... 5th December. So much for up to 3 weeks delivery.
Marks and Spencers Furniture your customer service sucks even if you do manage to get some items out on time.

katejo

fedupwithmands wrote: »

Sounds like some people have had better service than I have. I still have no replacement furniture and they didn't let me change the pickup time for taking away the damaged item. Not sure how that means my complaint has no substance.

I found them ok though it was about 18 years ago. There was a delay in the production of my sofabed but out of their direct control. They apologised with vouchers to a reasonable value

johnt22

After seeing a two-door mode in a Marks and Spencer store, we ordered the three-door online and waited about three weeks for my daughter's new wardrobe to be delivered. The fitters admitted they could not get the doors to fit properly, had scratched the wardrobe trying to assemble it and could not get the last bolt to go into one of the legs - it stuck out about an inch.

We had to wait in a few days later to allow their assessor to try and fix it, then 72 hours longer - according to Customer Services - for his report to arrive with them. In fact we waited more than a week before they called us to arrange collection another 10 days later.

They've had our money since delivery and in fact the amount has been paid off the card used to pay for it.

Speaking to Customer Services they were not interested in the three days my wife has had to stay in the house to deal with the non-delivery of the wardrobe, nor the six additional weeks my daughter has had to manage without a functioning wardrobe.

Won't use them again. Fairly surprised they don't seem to care about customer perception of their service.l