advice needed on M&S refusal to let me amend an order date on wedding cake

TrueBlue79

I ordered three tiers of cake from M&S for my wedding cake and very stupidly put the order through for the wrong date. I wanted it for 25th October and pit through 2nd October.
Having realised my mistake within hours of making the order on Tuesday I went online to try and change the order date but there was a note saying no amends so I called the contact number on my confirmation but the line had closed five minutes earlier.
I called at 9.30am the next day, still within 24 hours of making the initial order, to be told that there is nothing that can be done to stop the order.
If I don’t collect it from the store then I will be charged 50 per cent of the cost They have offered to try and sell the rest in store, which will mean I can get a full refund, but there is no guarantee that they will be able to sell it and if they do sell it it won’t necessarily be at full price.
Now I understand that it was my mistake in the ordering process but I find it ludicrous that it can’t be remedied less than 24 hours later when dealing with a respected company such as M&S. I have spoken to their food department including managers on several occasions to no avail, as well as customer services. After posting on their Facebook page last night I received a message to say that my situation was being resolved. When I asked what was happening I was told that they would speak to the store to see if they could sell it on, which is precisely what I had been told the previous day.
Are they able to do this or is there a 24-hour grace period to amend orders when ordering on line?
They said it is because I placed the order exactly seven days before the delivery date but as I seriously doubt that they had baked three cakes just for me within that period I really don’t see what the problem is with amending it.


:(:(

redfox

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rufydoofyM

I can feel your frustration and stress. I too think they are being unreasonable especially since you contacted them asap. I once had a major issue with john lewis over unreasonable customer service and went straight to the top when cs were not sorting the problem. Got situation resolved, appology and £150 in vouchers. Anyway I suggest you call their hq 020 7935 4422
and ask to speak to
John Dixon

Executive Director, Food

I would explain the problem and how unhelpful etc staff have been, (hope you have kept date, time, off calls and dept person etc) name and shame. Quote their own words.
ie cs job description https://atsv7.wcn.co.uk/search_engine/jobs.cgi?SID=amNvZGU9MTI3NzA2OSZ2dF90ZW1wbGF0ZT05ODYmb3duZXI9NTAwM
DAzNSZvd25lcnR5cGU9ZmFpciZicmFuZF9pZD0wJnJlcXNpZz0xMzQ3ODc5NDY4LTRlNDRlOTQ4NGQzZDcyNzc1OWNiMWE2MWEyNGE1NzBlM2I0MDE4MDQ


try quoting from here too http://corporate.marksandspencer.com/mscareers/careers_about/our_values


I have found that when calling a hq and asking for a director by name I have been put straight through as they assume I am business or know him/her. Try and keep calm and stress you and your family are frequent and loyal customers of m and s through generations and this is hardly the service you expect. Once it is resolved make sure they know how much distress this has caused and time taken out of your busy schedule etc.
Hope it gets resoved good luck

wealdroam

This is the link that RufydoofyM nearly posted...
https://atsv7.wcn.co.uk/search_engine/jobs.cgi?SID=amNvZGU9MTI3NzA2OSZ2dF90ZW1wbGF0ZT05ODYmb3duZXI9NTAwMDAzNSZvd25lcnR5cGU9ZmFpciZicmFuZF9pZD0wJnJlcXNpZz0%20xMzQ3ODc5NDY4LTRlNDRlOTQ4NGQzZDcyNzc1OWNiMWE2MWEyN%20GE1NzBlM2I0MDE4MDQ

rufydoofyM

wealdroam wrote: »

This is the link that RufydoofyM nearly posted...
https://atsv7.wcn.co.uk/search_engine/jobs.cgi?SID=amNvZGU9MTI3NzA2OSZ2dF90ZW1wbGF0ZT05ODYmb3duZXI9NTAwMDAzNSZvd25lcnR5cGU9ZmFpciZicmFuZF9pZD0wJnJlcXNpZz0%20xMzQ3ODc5NDY4LTRlNDRlOTQ4NGQzZDcyNzc1OWNiMWE2MWEyN%20GE1NzBlM2I0MDE4MDQ

Cheers I'm not so good at posting links !!!

arcon5

Are they able to do this or is there a 24-hour grace period to amend orders when ordering on line?

No, there isn't.

Distance selling regulations which afford you a right to cancel (within 7 days of receipt) exclude such products.

(2) Regulations 7 to 19(1) shall not apply to—
(a)contracts for the supply of food, beverages or other goods intended for everyday consumption supplied to the consumer’s residence or to his workplace by regular roundsmen; or

I think they are being unreasonable, but I suspect the order may automatically be sent to a third-party supplier.

You are at their mercy, and they have agreed to mitigate their losses by trying to sell it on... which really is all the law requires.

I would keep pushing them.

TrueBlue79

Thanks for your advice guys. I emailed John Dixon on Tuesday afternoon but so far have had no response. I didn't think I would make it past the reception desk if I tried to phone him but based on your experiences RufydoofyM that may work so I shall certainly give it a go.

rufydoofyM

Good luck
I never email complaints etc, guess I'm old school and prefer to deal with people directly. Don't be fobbed off and when they ask whos calling give your full name like its a businee call not customer. Having worked in various telephone and business positions I've found it easy to get through to the top on a number of issues and if you get put through to voice mail explain your situation and then redial and speak to his Pa and next go to the absolute top.
At least thats what I'd do. Sorry if I'm waffling but your treatment has made me so mad :mad::mad::mad::mad:
Hope the other arrangements are going ok.
I'd be looking at £50 plus by way of restoring your faith in m and s, but others maynot agree.

sjbrun

rufydoofyM wrote: »

I'd be looking at £50 plus by way of restoring your faith in m and s, but others maynot agree.

50 pound for what exactly? surly getting the problem solved quickly would be enough? I dont understand how receiving a payout would make you happy with a company? Surly your either happy with a service or your not, and if your not you go elsewhere next time?

Valli

What kind of cake is it, anyway?

Reason I ask is if it's a fruit cake it will keep.

rufydoofyM

sjbrun wrote: »

50 pound for what exactly? surly getting the problem solved quickly would be enough? I dont understand how receiving a payout would make you happy with a company? Surly your either happy with a service or your not, and if your not you go elsewhere next time?

I feel too many companies get away with poor service and a lack of empathy in a crisis. I'm sure they could have dealt with the situation far better and quickly, so preventing the stress it has caused. I believe that sometimes compensation may make them review bad service issues. like I said not everyone will agree and I for one don't seek it in all situations but, depending on the degree of inconvenience/stress caused I think its justified. Only the op can decide in this case. It was just a suggestion.