Poor service by M&S for furniture

griffster

My father-in-law recently died of Bowel Cancer last month. One of his dying wishes though was that he could pay to refurbish my stepdaughter's bedroom. We'd gone to M&S due to its good reputation as much as anything. Nice touch was that, although delivered flat-pack they assembled it for you. Found a lovely bed, chest of drawers and wardrobe set and placed the order. We were told it would take around 4-5 weeks to be delivered. No problem with this. Pretty standard I guess. Unfortunately, he died during this timeframe so never got to see the bedroom finished. However, we wanted to ensure it was done just right as he requested.

When the furniture was finally delivered and assembled, it turns out a drawer under the bed was broken.

To make matters worse, when we opened the wardrobe there was no pole to hang the clothes, rendering the wardrobe useless!

When we rang to complain, we were told they would have to order another bed to get the one necessary part, and another wardrobe to get the pole. Ridiculous that there isn't a parts depo they can get specific parts from quicker! This means ANOTHER WAIT OF 4-5 weeks! Very poor service and very hurtful, especially bearing in mind the emotion behind the purchase. When we told the customer support about the wardrobe pole, the operator said "Can't you go and buy another pole?". Utterly ridiculous considering we spent over a £1000 on this suite.

Will seriously reconsider buying furniture from M&S in the future.

Crabman

Condolences on the death of your father-in-law

You should be able to reject the goods as a breach of contract to provide items that are as described/fit for purpose/of satisfactory quality.

If they don't, you should contact either your credit card company (assuming you paid any of the balance by credit card) for a Section 75 claim or failing that, Consumer Direct.