M&S misleading description on website

Azari

geerex wrote: »

3ml? Typo?

So, definitely the shop's at fault.

LilElvis

geerex wrote: »

3ml? Typo?

I saw this in store and the sample is actually 1.5 ml, so not a typo.

edawn

I received the following reply to my email:

"Thanks for getting in touch about the primer. I'm sorry to hear the description online wasn't what you received, especially as you were looking forward to receiving the primer.!

We try our best to ensure our website provides our customers with all the information they need and that the information provided is accurate. I'm concerned we've missed the mark on this occasion.

Thanks for letting us know about this, I've alerted our web team to the error and they'll look into it and get the problem solved."

The advisor I spoke to yesterday also said the website would be amended but to my knowledge it hasn't been updated yet.

Very annoying to be fobbed off again. I'll just shop elsewhere in future.

teddysmum

Indeed, you can't rely on illustrations.
Often, on Amazon's site, the description is at odds with the photo . eg some sellers were offering pairs of children's night lights , while others were offering singles,although the photo showed two items.

wealdroam

edawn wrote: »

I received the following reply to my email:

"Thanks for getting in touch about the primer. I'm sorry to hear the description online wasn't what you received, especially as you were looking forward to receiving the primer.!

We try our best to ensure our website provides our customers with all the information they need and that the information provided is accurate. I'm concerned we've missed the mark on this occasion.

Thanks for letting us know about this, I've alerted our web team to the error and they'll look into it and get the problem solved."

The advisor I spoke to yesterday also said the website would be amended but to my knowledge it hasn't been updated yet.

It is highly likely that their 'web team' only work Monday to Friday - especially on what might to some be considered 'non-urgent'.

edawn wrote: »

Very annoying to be fobbed off again. I'll just shop elsewhere in future.

Fobbed off?
I thought they explained themselves admirably and apologised too.

Azari

wealdroam wrote: »

Fobbed off?
I thought they explained themselves admirably and apologised too.

When someone makes an offer, you accept that offer, pay for the goods, and receive them, you should receive the goods as specified.

OP didn't and was fobbed off with being told that they made a mistake, rather than having the agreed contract fulfilled.

grunnie

I looked at that offer in store on Saturday and didn't bother with it. I looked on line after reading this complaint and the description has been removed but it does look like a small sachet and not full size in the picture so maybe they have replaced the pictures.

edawn

*Add to bag and receive a FREE make-up bag when you spend £25 on beauty products. Filled with a bespoke selection of our fabulous beauty brands, please enjoy this gift from us to you.
Item details

Contains- Pixi brow powder palette (5.76g), Diego Dalla Palma ciglione mascara (10ml), Autograph palette, Stila lip glaze (1.5ml), Eyelure volume no. 101, Lola lip pencil (1.4g), Pur minerals correcting primer (30ml)
More information

Product Size: 1x30ml, 1x10ml, 1x1.5ml, 1x5.76g, 1x1.4g


This information is still on the M&S website. wealdroam, whilst I agree they have apologised I wouldn't say they have really explained themselves.

If this were the other way round, and the picture showed a full size bottle but the item details specified 1.5ml they would be quick to point to their description. However on this occasion it seems they don't want me to pay attention to their small print.