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

Valli

Who's RESPONSIBILITY is it?

Not the responsibility of M&S a company which actually offers customers rights over and above the SoGA for items other than special orders.

So, OP accept the resale offer - unless, as I said, it's a fruit cake. Or ring them up and check the eat by date.

Charliezoo

This sounds like a very good reason to get a wedding cake made by a local bakers instead of a big company. Companies like M&S are so big that it takes days for a cancellation to reach the right people and stop the cake from being made which is why they have that 7 day policy. If you go to a small local baker you can speak to staff in the actual shop itself who would be able change the date there and then with less notice.

I think you've been very unlucky OP and hope you get it sorted.

angelil

Am I the only one thinking I wouldn't worry and pick up the cake anyway even if it's 3 weeks early? If it's a fruit cake this won't make a blind bit of difference. We kept our wedding cake from the April we were married to the Christmas of the same year and it was still lush

andyrules

Charliezoo wrote: »

This sounds like a very good reason to get a wedding cake made by a local bakers instead of a big company. Companies like M&S are so big that it takes days for a cancellation to reach the right people and stop the cake from being made which is why they have that 7 day policy. If you go to a small local baker you can speak to staff in the actual shop itself who would be able change the date there and then with less notice.

I think you've been very unlucky OP and hope you get it sorted.

Yes, I bet they wish they had - would've been so much easier.

If it's a fruit cake it will probably improve with being kept, but I guess it must be sponge as the OP is so anxious.

Not sure why SOGA is quoted, I get the impression the OP isn't shouting about rights but about M&S making an effort to check if the eggs had hit the bowl yet!

MothballsWallet

Valli wrote: »

What kind of cake is it, anyway?

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

OP, do you have a friend who can keep the cake somewhere where it will keep?

bris

andyrules wrote: »

I sometimes wonder about this site.

This is the consumer rights board, the op was obviously looking for advice on whether or not M&S can do what they are doing, the answer is yes, we can't help that. Sorry it's not the answer they wanted to hear and it's nothing personal, but what is, is.

Valli

bris wrote: »

This is the consumer rights board, the op was obviously looking for advice on whether or not M&S can do what they are doing, the answer is yes, we can't help that. Sorry it's not the answer they wanted to hear and it's nothing personal, but what is, is.

and, in case anyone comes along with a similar query, any OTHER company can do exactly what M&S have done.

Unless some wit comes along and implements some type of order-delay-in-case-customer-changes-mind-or-has made-an-error-legislation where ALL companies then 'hold on' to orders for 24 hours befor starting to dispatch or prepare ordered items.
:rotfl:

llyamah

visidigi wrote: »

Given you know so much about the m&s order process I can only assumed you work for them? Or are you yet another poster who thinks the company has a responsibility to resolve a mistake for the customer.

After all m and s have offered to resell, again far more than they are obligated to do.

Thanks for the sarcasm but, no, I have not and do not work for M&S. I do, however, have plenty of relevant business experience which entitles me to form an opinion on this, if that is okay with you?

I do not think M&S has a 'responsibility'. If you read my post properly I said that it makes sense from a customer service and business perspective. I think the individual facts of this case warrant something above and beyond what the OP is 'entitled to'. It would have been different if, for example, OP called them the day before the cake was due for delivery. Maybe this will cause M&S problems with their suppliers but I'd be surprised if M&S can't call the shots on this one.

It is not lost on me that this is a consumer rights board and OP came to get advice on what his consumer rights are, which are based on statute. It is fair that people have commented on what the law requires, but we should not give too much emphasis to it.

My point is just that companies should where possible strive to go beyond the minimum requirements of the law - because it can make perfect business sense. Ask any business lawyer whether the answer is always a legal answer.

Hermione_Granger

llyamah wrote: »

It is not lost on me that this is a consumer rights board and OP came to get advice on what his consumer rights are.

It is not lost on you that this board is specifically about consumer rights yet you still state that people shouldn't take too much notice of what the law actually states about these rights?

It is fair that people have commented on what the law requires, but we should not give too much emphasis to it.

Valli

llyamah wrote: »

My point is just that companies should where possible strive to go beyond the minimum requirements of the law - because it can make perfect business sense. Ask any business lawyer whether the answer is always a legal answer.

But M&S DO

and bear in mind that the OP ordered this ... are M&S expected to be psychic and 'know' the order was wrong?