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M & S 'Mother's Day' Flowers
2mql3
Posts: 3 Newbie
As a warning, please see a transcript of my recent chat with M & S :-
Welcome to M&S Live Chat. An adviser will be with you shortly.
Thanks for your patience - an adviser will be with you soon.
Thanks for your patience - an adviser will be with you soon.
Thanks for your patience - an adviser will be with you soon.
Thanks for your patience - an adviser will be with you soon.
Thanks for your patience - an adviser will be with you soon.
Thanks for your patience - an adviser will be with you soon.
Huzefa has joined the session
Huzefa: Hi, this is Huzefa, welcome to M&S Live Chat. How may I help you today?
You:
I ordered these mother's day flowers on Thursday 3rd March and selected delivery on Saturday 5th March to ensure that they would be there in time for Mother's day.
Today, I get a text from the courier saying that they won't be delivered today because they haven't received them from M&S. I phoned up M&S this morning and the agent told me that they would be delivered tomorrow i.e. Mother's day - not ideal but acceptable.
I've just checked the DPD's tracker and now it tells me that they won't be delivered until Monday - clearly very unacceptable !
Imagine my embarrassment when I call my mother tomorrow and have to explain that I had ordered Mother's day flowers from M&S but they won't arrive to after Mother's day. As far as I'm concerned this is a breach of contract and wholly unacceptable.
You: Order number: 301-000xxxx-xxxxxxx
Huzefa: I'm sorry to hear that.
Huzefa: This was due a delay in our delivery network.
Huzefa: I completely understand your disappointment. I would be disappointed too if I was in your place.
Huzefa: I certainly pass on your comments to the concerned team for their consideration.
You: Are they working tonight or tomorrow to sort this out for me ?
You: I would suggest that they contact a local florist and see if they can get something delivered at their expense.
Huzefa: I'm not sure about it whether they're open or not.
You: But you work for them !
Huzefa: Are you talking about DPD?
You: No I'm talking about M&S who my contract is with
You: DPD are your supplier and nothing to do with me
Huzefa: The order is already despatched from our end.
You: M&S promised me delivery on 'Mother's Day' flowers today, not DPD - I don't care who you use but I want flowers delivered tomorrow.
Huzefa: I understand your point but currently your order is with DPD and there is a delay in their delivery network.
You: So ?
You: What are you going to do to fulfill your contract to supply me with 'Mother's day' flowers delivered to my mother on Mother's day ?
Huzefa: If I try to arrange for a replacement to be sent, then the earliest date available is after mother's day.
Huzefa: All I can do is refund you the entire money.
You: This is the least that I would expect, since I'm now going to have to pay substantially more to get something delivered and there's no guarantee that it's even possible
Huzefa: I can issue you an e-gift card of £10 for the inconvenience caused.
You: Do you think that I'll want to order anything else from M & S after this fraud ?
Huzefa: I would be disappointed too, if I was in your place.
You: Personally, I had hoped that you'd try to put right the problem and have somebody from your local store personally deliver the flowers tomorrow, or that you'd arrange delivery from a local florist.
You: Offering me a £10 gift voucher is doing nothing to address the problem.
You: I'm going to post this entire conversation to social media to warn people that M & S Mother's day flowers are a complete fraud.
Huzefa: I will be happy to arrange for flowers to be sent. For this, I've to pass the request to the concerned team and it takes 48 hours.
You: Clearly that is useless - the flowers should arrive on Monday anyway - assuming they're still alive
Huzefa: Our flowers come with 7 days of freshness guaranteed and we choose only the most healthy and reliable specimens. We want them to thrive, and for our customers to enjoy them.
You: Just give me the refund and gift voucher - I'll try and rescue the situation as best I can and I'll just warn people never to order anything from M & S
You: I presume that the flowers will still arrive at some point ?
Huzefa: I've now refunded £25 to your payment card which will reach your account in the next 3-5 working days.
Huzefa: As an apology, I've issued a £10 e-gift card which will come by email in the next 48 hours. Please also check your spam folder as sometimes our emails can arrive in the spam or junk folders.
Huzefa: Yes, they will be delivered by Monday 7 March.
You: Thanks for your help - I consider it a lesson learnt.
Huzefa: You’re welcome, thanks for using Marks & Spencer Web chat today Helen, enjoy the rest of your evening.
Don't you just love that utterly meaningless and insincere platitude to finish the conversation ! I hope you all find this highly amusing and then remember never to order anything time critical from M & S !
Welcome to M&S Live Chat. An adviser will be with you shortly.
Thanks for your patience - an adviser will be with you soon.
Thanks for your patience - an adviser will be with you soon.
Thanks for your patience - an adviser will be with you soon.
Thanks for your patience - an adviser will be with you soon.
Thanks for your patience - an adviser will be with you soon.
Thanks for your patience - an adviser will be with you soon.
Huzefa has joined the session
Huzefa: Hi, this is Huzefa, welcome to M&S Live Chat. How may I help you today?
You:
I ordered these mother's day flowers on Thursday 3rd March and selected delivery on Saturday 5th March to ensure that they would be there in time for Mother's day.
Today, I get a text from the courier saying that they won't be delivered today because they haven't received them from M&S. I phoned up M&S this morning and the agent told me that they would be delivered tomorrow i.e. Mother's day - not ideal but acceptable.
I've just checked the DPD's tracker and now it tells me that they won't be delivered until Monday - clearly very unacceptable !
Imagine my embarrassment when I call my mother tomorrow and have to explain that I had ordered Mother's day flowers from M&S but they won't arrive to after Mother's day. As far as I'm concerned this is a breach of contract and wholly unacceptable.
You: Order number: 301-000xxxx-xxxxxxx
Huzefa: I'm sorry to hear that.
Huzefa: This was due a delay in our delivery network.
Huzefa: I completely understand your disappointment. I would be disappointed too if I was in your place.
Huzefa: I certainly pass on your comments to the concerned team for their consideration.
You: Are they working tonight or tomorrow to sort this out for me ?
You: I would suggest that they contact a local florist and see if they can get something delivered at their expense.
Huzefa: I'm not sure about it whether they're open or not.
You: But you work for them !
Huzefa: Are you talking about DPD?
You: No I'm talking about M&S who my contract is with
You: DPD are your supplier and nothing to do with me
Huzefa: The order is already despatched from our end.
You: M&S promised me delivery on 'Mother's Day' flowers today, not DPD - I don't care who you use but I want flowers delivered tomorrow.
Huzefa: I understand your point but currently your order is with DPD and there is a delay in their delivery network.
You: So ?
You: What are you going to do to fulfill your contract to supply me with 'Mother's day' flowers delivered to my mother on Mother's day ?
Huzefa: If I try to arrange for a replacement to be sent, then the earliest date available is after mother's day.
Huzefa: All I can do is refund you the entire money.
You: This is the least that I would expect, since I'm now going to have to pay substantially more to get something delivered and there's no guarantee that it's even possible
Huzefa: I can issue you an e-gift card of £10 for the inconvenience caused.
You: Do you think that I'll want to order anything else from M & S after this fraud ?
Huzefa: I would be disappointed too, if I was in your place.
You: Personally, I had hoped that you'd try to put right the problem and have somebody from your local store personally deliver the flowers tomorrow, or that you'd arrange delivery from a local florist.
You: Offering me a £10 gift voucher is doing nothing to address the problem.
You: I'm going to post this entire conversation to social media to warn people that M & S Mother's day flowers are a complete fraud.
Huzefa: I will be happy to arrange for flowers to be sent. For this, I've to pass the request to the concerned team and it takes 48 hours.
You: Clearly that is useless - the flowers should arrive on Monday anyway - assuming they're still alive
Huzefa: Our flowers come with 7 days of freshness guaranteed and we choose only the most healthy and reliable specimens. We want them to thrive, and for our customers to enjoy them.
You: Just give me the refund and gift voucher - I'll try and rescue the situation as best I can and I'll just warn people never to order anything from M & S
You: I presume that the flowers will still arrive at some point ?
Huzefa: I've now refunded £25 to your payment card which will reach your account in the next 3-5 working days.
Huzefa: As an apology, I've issued a £10 e-gift card which will come by email in the next 48 hours. Please also check your spam folder as sometimes our emails can arrive in the spam or junk folders.
Huzefa: Yes, they will be delivered by Monday 7 March.
You: Thanks for your help - I consider it a lesson learnt.
Huzefa: You’re welcome, thanks for using Marks & Spencer Web chat today Helen, enjoy the rest of your evening.
Don't you just love that utterly meaningless and insincere platitude to finish the conversation ! I hope you all find this highly amusing and then remember never to order anything time critical from M & S !
0
Comments
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A picture can say 1000 words ...
:wall::wall::wall::wall::wall:0 -
I'm sure your Mum will understand. I know i would.0
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I would call that a result.
Your mum gets her flowers on Monday that have cost you nothing and you also get her a £10 e gift card for her to use.
If I were your mum I would be very pleased!0 -
Someone clearly comes off better in that chat transcript.0
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At times of high demand,and in winter, if you leave it this late to order you increase the risk of this happening..0
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Every year we have these threads.
You really didnt endear yourself on that webchat Helen.0 -
At times of high demand,and in winter, if you leave it this late to order you increase the risk of this happening..
The OP clearly ordered them in time, M&S undertook to have them delivered on Saturday, presumably M&S didn't have pre-knowledge that DPD would let them/the OP down? If the OP had ordered them a week ago, the situation would have been the same - DPD let down their customer M&S and subsequently the OP's mum.0 -
At times of high demand,and in winter, if you leave it this late to order you increase the risk of this happening..
That's nonsense. The OP ordered them in plenty of time - and even arranged to have them delivered before Sunday. M&S screwed up. I'd be pretty p issed off as well.0 -
Well done op, if a company promises something I'd expect it to be honoured too.0
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Why didn't you ask for them to be delivered today (mothers day). I ordered from M&S flowers and I got a call from my mum at 9:05 this morning to say they had been delivered and they were beautiful. She was in shock at them being delivered this morning. There was an option for delivery today.I worked as a case clerk for the IS for a number of years. Any views expressed are my own. If your query is urgent, please contact the OR or LTADT dealing with your case directly.
Always receive expert advice before going bankrupt.0
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