Bad Service

poppyscratch

I ordered on line from Marks and Spencers for item to be deliverd on nominated day 25 Aug, they took the money from my card on 24 Aug and then sent email to me at 0215 on 25 Aug stating delivery problems, they would be in touch, I then had another email at 1015 saying goods were no longer in stock and to be assured no charges had been taken from me. My a/c quite clearly shows 93.25 removed on 24 Aug. What rights do I have as they have my money and I don't have the goods and as they say they are out of stock. Help line says they don't have my money the they say 3 - 5 working days for refund??

pickpocketlocket

The contract is only formed upon dispatch, so the only right you have is to a refund, which it appears they have already processed.

mountainofdebt

Is the money actually left your account or has it just been 'reserved'

poppyscratch

money has left a/c, as I now cannot withdraw from ATM

mountainofdebt

poppyscratch wrote: »

money has left a/c, as I now cannot withdraw from ATM

But this in itself doesn't mean the money has left the account.

I know, for example, Natwest reserves money from your account when you make a card purchase so in this situation, you wouldn't be able to withdraw from an ATM but the money would still be there iyswim

transient

mountainofdebt wrote: »

But this in itself doesn't mean the money has left the account.

I know, for example, Natwest reserves money from your account when you make a card purchase so in this situation, you wouldn't be able to withdraw from an ATM but the money would still be there iyswim

This .

poppyscratch

I think I will stick to actually going in to the shop. The amount of money may not be a great deal but it has blocked me from buying another TV this weekend. I will need to wait till this is sorted. Foolishly I donated my old set on Friday when I saw money was taken from a/c

mattyprice4004

It'll be pre-authorised, so basically sat there waiting for them to claim it. When they don't within 3-5 days it'll be returned.

A massive pain, this has caught me out too!

MagicCats

This is not just any c**k up, this is an M&S c**k up :rotfl:

Sorry OP couldn't resist. Hope you get it sorted ASAP :beer:

poppyscratch

Had an apology email (standard issue ) asking me to take bank statement to nearest store and speak to manager, spoke to my bank and money is NOT being held in reserve, it has been processed.

poppyscratch

I understand pre auth. but spoke to my bank today and it was actually processed on Friday