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beware M&S furniture orders
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ardgour1
Posts: 5 Forumite
Just a warning to others about the way Marks and Spencer appear to be handling their furniture selling these days. Briefly, the story so far
I ordered 2 pieces of M&S furniture online on 18th January. One item was listed as 'usually delivered in 8 weeks' the other 'usually delivered within 1 week'. They sent an email acknowledgement with a link to terms and conditions and said they would phone within 2 days to arrange delivery, which they did. However this is when it all started going pear shaped. Only when I received that phone call was I told that they would only deliver the 2 items at the same time - ie in 8 weeks. I could cancel the order and reorder the items separately BUT one item was no longer available so I couldn't have it if I cancelled this order! Their customer helpline was very unhelpful and bordering on rude - the message was "this is how we do things like it or go elsewhere". They did eventually admit the way round it was to reorder the one item that was available within a week, pay for, have it delivered then in 8 weeks refuse to accept the duplicate one when they tried to deliver it. So we reordered and it was delivered. In the terms and conditions that were sent to me as a link it states 'credit card payments are normally taken 2-3 weeks before delivery'. I checked my credit card account and full payment had been taken on 18th January - more than 8 weeks before delivery. Phoned customer services again, got very unhelpful man who stated his name was 'sandra' who said "we changed the terms and conditions", again I was told that if I thought they were being unreasonable I could cancel the order but then I could not have the kitchen island unit which is now out of stock, and the kitchen has now been designed round that unit so we are stuck. They deny that they are holding me over a barrel - either put up with us taking a lot of money when we don't even have your furniture in stock yet or you can't have the furniture you want.
Will I ever shop with them again - definitely not.
If anyone else is planning to buy furniture I would avoid this company like the plague.
I ordered 2 pieces of M&S furniture online on 18th January. One item was listed as 'usually delivered in 8 weeks' the other 'usually delivered within 1 week'. They sent an email acknowledgement with a link to terms and conditions and said they would phone within 2 days to arrange delivery, which they did. However this is when it all started going pear shaped. Only when I received that phone call was I told that they would only deliver the 2 items at the same time - ie in 8 weeks. I could cancel the order and reorder the items separately BUT one item was no longer available so I couldn't have it if I cancelled this order! Their customer helpline was very unhelpful and bordering on rude - the message was "this is how we do things like it or go elsewhere". They did eventually admit the way round it was to reorder the one item that was available within a week, pay for, have it delivered then in 8 weeks refuse to accept the duplicate one when they tried to deliver it. So we reordered and it was delivered. In the terms and conditions that were sent to me as a link it states 'credit card payments are normally taken 2-3 weeks before delivery'. I checked my credit card account and full payment had been taken on 18th January - more than 8 weeks before delivery. Phoned customer services again, got very unhelpful man who stated his name was 'sandra' who said "we changed the terms and conditions", again I was told that if I thought they were being unreasonable I could cancel the order but then I could not have the kitchen island unit which is now out of stock, and the kitchen has now been designed round that unit so we are stuck. They deny that they are holding me over a barrel - either put up with us taking a lot of money when we don't even have your furniture in stock yet or you can't have the furniture you want.
Will I ever shop with them again - definitely not.
If anyone else is planning to buy furniture I would avoid this company like the plague.
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