M & S online is appalling

PoorCharleyBear

I placed an order with M&S online for some school uniform.
10 days later I get an email saying 'xyz is out of order and has been removed from your order'

10 days? I then realised the order has not been actioned, but has a status of 'pending'.
I have told M&S to cancel the whole order, which they have done, but why- without public holidays and no current sale- does it take in excess of 10 days to dispatch an order?

I placed an order with Tesco instead and it was sent the same day...still a bit late for start of the school year, (Aus) but it should arrive before winter!

pmduk

You're not the first to make this observation. Many high street chains see the success of online sales and decide they want a piece of the cake without investing in the infrastructure (incl customer service.) The same complaints are regularly levelled at Debenhams as well.

s1lv3rdal5

I have always found M&S service Excellent, I have used them online a number of times.
Maybe you were just unlucky ?

lily117

We are currently having similar problems with Argos. A bed, fridge, sofa and chair all ordered on Boxing Day, with a delivery date of this Thursday! Suddenly the bed and the mattress have gone OOS and the fridge will be a further two weeks. Will never order from Argos again.

PoorCharleyBear

s1lv3rdal5 wrote: »

I have always found M&S service Excellent, I have used them online a number of times.
Maybe you were just unlucky ?

I think it is the overseas destination which trips the problem. Ordering was fine when I ordered to store.

I have ordered from them 3 times for delivery overseas and the order just goes into limbo. I guess they want to capture the big Brit market but have not invested in the required systems.

augustsmummy

I had a similar issue when shopping online with M&S in October. I ordered 4 school jumpers and 2 pairs of trousers. 12 days after I ordered and had my order confirmed I checked the status of my order to find that the jumpers had been removed from my order and just the trousers were being dispatched.
It was too late to cancel the trousers at that point.
So I ended up ordering jumpers from Tesco - and having to pay postage at both M&S and Tesco which bumped up the total cost by about £4.
I emailed M&S and said I was not pleased that I wasn't notified sooner, or given time or the option to cancel the whole order between the jumpers being OOS and the trousers being dispatched.
They said that is how they do their on line orders. So I shall stick to Tesco in future.
Waiting till 12 days after I ordered to decide they were out of stock is not on, and I am ordering to the UK.

Starrystarrynight

I've found the M&S online service to be ok, up until recently.
Two successive orders were, apparently, delivered the the wrong stores for collection, resulting in wasted trips. One of the parcels turned up eventually, but the other was deemed lost. In the meantime, I'd had 3 or 4 contradictory emails, so was at a loss to know what was happening.
Very disappointing. They did give me a £10 credit on my online account as a goodwill gesture, though, which was an unexpected surprise.