Marks & Spencer New Website Disaster!

slightlymiffed

Anyone having trouble with M&S new website, take comfort from the fact that you are not alone! It's pure style over substance and very unpopular.

Have a look at M&S Facebook Page -it is in almost meltdown with complaints about the new website. Despite cheerful little reassurances from M&S's 'Jodie', 'Denise' or 'Rhian' that 'thousands of customers are enjoying the new website', clearly very many are definitely not. And remember, these are M&S's 'internet savvy' Facebookers not necessarily your average M&S customer.

Customers are being told to change their browsers, or update them, update their passwords... and, if you read some of the tales of woe, orders which are made are sometimes being sent randomly and embarrassingly to other addresses in customers' saved Address Books.

I was one of the 'lucky' ones who did manage to place an order for next day delivery in store - when I went in to collect it (with my paperwork), I was told it had been cancelled. M&S did not bother (or were unable) to inform me.

This new website and distribution set up has apparently cost around £150 million, and I am really surprised that there has been so little publicity in the press about its monumental failure either to work properly or to engage customers.

It's not really schadenfreude - I have always been a loyal M&S customer and would not like to see it fail but, when their next quarter's sales figures are released, I think they will see their profit dive over this period. Some customers are so alienated, they probably won't return - John Lewis will be happy to know!

As for their clientele mainly being older people (who are on their way out?!) - that may be true but don't forget, today's 40 year olds will be tomorrow's 50/60 year olds. There isn't a demographic drop off a cliff! Tomorrow's 30 year olds may scoff at thermal underwear now... just wait!!

Stompa

Oh dear. Their old website was pretty poor, but somehow they seem to have made it even worse.

fredsnail

Navigating the new website is awful, it's poorly laid out and the search function doesn't work properly :mad:

I did manage to place an order but it was so difficult I won't be back in a hurry if I can help it.

Morglin

Not brilliant, but not that difficult either. Inputting my same password only took about 30 seconds.

Tescos are doing this as well - only now the password has to include higher case, lower case, a number and something like an exclamation mark, which I keep forgetting!

Lin

peachyprice

It 's gone all down market, it looks like the New Look or Matalan website. I don't think that was what they were after

ewan_c

Well, I can only speak from my personal experience. I have placed 4 orders since the re-vamp, all for next day delivery and all have arrived as scheduled.

verynewmoneysaver

I tried to place an order. They said I needed to change my password and they would send me a link but I didn't get the email at all. Had to reregister with a different email account to get the order through.

georgiesmum

It's very hard tp see the new website if your eyesight is not good. Who's brilliant idea was it to put whie garments on a white background. it's to hard and to much trouble to try and navigate it. Will not be doing any shopping there.

smileygill

I miss the wishlist, which came in very handy during sales. Just flick down the list for anything highlighted in red and decide if the reduced price makes it worth buying.

They explain there's a workaround now in which you add items to your basket then "save for later" but it's clunky and I've lost all the stuff I already had "saved". Boo.

Cazzkins

:mad: So, since Saturday evening I've been trying to order something form the M&S all spanking, brand new shiny website but can't because I need to re-set my password. After 8 attempts over the weekend of NOT receiving the email link, I finally rang them in desperation on Monday. Sorry we are "experiencing a few problems; we'll make sure we send it within 24 hours".....Still nothing!!!! I really need to complete this purchase and it is so-o-o-o-o very frustrating seeing something in my basket and not being able to complete the sale through their IT issues!!! :mad:

Suzy_Babe

:mad: Tried placing an order couple of hours ago ... nightmare!

I was instructed to re-set my password, for which purpose they would e-mail me the link, but it did not arrive.

I tried again - still did not arrive.

Fifteen minutes later - worried that they would sell out of the item that I wished to order - I contacted them (0845 number), and when my call was finally answered, the lady with whom I spoke said that she was experiencing problems with the computer system and was not able to place my order. Consequently, she checked with some of her colleagues (I assume to see if they could help sort out my query) but they, too, were having difficulties.

She eventually apologised (again) and asked if she could call me back later, when she would (hopefully) be able to place my order for me. (Still awaiting the call).

No complaints with regard to the Customer Services lady - in fact, I felt really sorry for her - but M&S ... what the hell are you playing at?!?!