Marks and Spencer sale

boglin

I placed several orders, all of which were gradually cancelled bit by bit, except for the very first order which ended up as just two items - this package was driven around by HDNL for a week. On phoning Customer Services to let M&S know how poor I thought their delivery service was, they credited my account with £15.

After the second supposed delivery attempt I phoned up M&S to tell them to cancel the order and refund my money - as the package had once again gone back to the depot (despite my being in once again waiting for it). I told them that they could have it returned to their warehouse. They apologised and credited my account with another £15 - although I had asked them to post me 'real' vouchers due to lack of faith in their online ordering 'system'.

After that I cancelled all remaining sale orders to give me some closure and peace of mind. I don't need Christmas crackers etc that much! I used the credits to place 2 separate orders for full priced items, for which I paid P&P - the £15 came up as a 'promotion'. I tried ordering enough to take me over the £30 limit (after deducting the £15) but could not apply the free delivery code.

Guess what?! The nomadic package was delivered the next morning (Saturday). Even better, I was in M&S that afternoon when final reductions were brought out and found one of the items reduced to £3, so returned the one from the online order, saving myself a further £6!

The full priced items have since arrived very swiftly so it seems to be that if you have any reduced items in your orders they hold back your full price items.

luxor4t

whereishergar wrote: »

Don't you speak a load of tosh ....

A lot of us on this thread like Marks & Spencers products and are genuinely disappointed and frustrated when our orders are not fulfilled.

If you want to go and shop elsewhere good for you, but if you honestly think boycotting M & S online will make a difference, I'm sure they are going suffer and get worried about losing your business :rolleyes:

I was badly let down in July so I won't use M&S on-line again. They have apparently ignored all the complaints over the last several years, but CS managers are aware of the situation, and how much it is costing the company.
Why keep going back for more c*** treatment? It just tells M&S that you are prepared to be walked on.

The old saying holds good:
"Fool me once, shame on you.
Fool me twice, shame on me."

You might think individual customers do not make any impact - but acting together they do.

wendym

Me too luxor4t. Everyone who feels the same should write and let them know. They are losing so much business.

carol9uk

went into the marks at trafford centre and the last of the sale items was £1 i got some bargins. they had lots of underwear left

Lunchbox

:mad: Now I'm REALLY angry.

They took £10.50 out of my account on 28th December for two items, one of which was cancelled a few days later. They flatly deny this and say they took £6.75 on 30th December when it was actually dispatched, and in three phone calls blamed it on my bank.

I now have to get official copies of my bank statement and post them in at my own cost to get back the £3.75. I have been offered NO compensation.

samsfunkydoodles

i am a marks and spencers employee and i would like to say i can fully understand how you get frustrated, i myself get a little frustrated with some of the ever so friendly customers, i currently work with customer services and have had a hellish day listening to complaints that are petty and not worth someones breath, instore we try our best to please the customer, we do not have templates to reply to your complaints, that is utter rubbish, there is a few complainers on here who have the decency to sometimes write and praise us for our service, THANKYOU :T it is much appreciated. If you are wondering why we deserve it let me tell you, since the January sale started i have put up with being threatened, sworn at, i have had to deal with people bringing back smelly underwear that has been worn, and that is just the tip of the iceberg. At M&S we do care about our customers whether it be in store or on-line, you are our first priority, you keep us in a job, it might only be 6 quid an hour that we get but it helps to pay the mortgage.

And now for those of you that come into our store and make us smile, these are the people that keep us going all day, we get toddlers waving goodbye with a big smile, mature people who just want a friendly chat, and generally nice people Thank you!!!!!

sorry if ive moaned but :rolleyes:
its been a long bad day

V_tricky

Hi samsfunkydoodles,

I hope you've been able to have a nice cup of tea, a long hot bath & are feeling better!

I can entirely see where you're coming from - the general public can be an !!!!! at times, and certainly you don't earn enough money to have to check the crotch of someone's clearly worn knickers before explaining why they cannot return them.


I think most of the comments on this thread have said how wonderful the instore staff are, and always have been (with the odd exception, but then when you think how many store staff M&S employs, there's always going to be the odd exception).

The problem comes is that when people have been treated historically very well by an organisation like M&S, we kinda expect that level of service almost all the time, and I think that people feel that the online customers have had a bit of a raw deal.

I don't think that very many people on here blame individual Sales Assistants, or customer service operatives, more they feel disappointed that a company they thought they could trust has let them down by being unable to fulfill it's orders.

No other online companies seem to have had the problems that M&S has with it's online sales, or at least not quite on the same scale, and yet I would think that there are other sites which have probably received a similar sort of traffic (boots, debenhams, next).

It's also unfortunate that the powersthatbe at M&Sonline did not learn from the Summer Sale - and the fact that this seems to be a rerun for some customers is particularly disappointing and frustrating.

People who's items still show on the website as in stock - days after their order has been cancelled (rather than stock updating every 15 minutes like they'd been told), waiting up late into the night to be able to have the best chance of being able to make a purchase which is subsequently cancelled, some customers receiving compensation - some not - some receiving more compensation rather than there being a flat gratuity, being told that the free postage doesn't apply to sale items, when that clearly isn't written in the t&c's on the website, people ordering gifts for their family which they may not be able to afford to purchase at full price, only to find that not only are they out of stock, but because that one item has held up their order, another few items have now become out of stock too - you can see why people would get narky.

Still....

I hope that tomorrow is a better day for you - and for any MSE'ers who cop an attitude with the people you are either asking something from/expecting to help you - you aren't going to do yourself any favours. Being rude just makes people want to poke your eyes out, not help you.

Most important of all - don't ever cop an attitude with your waiter - at least not before they serve your food

aloiseb

Or your flight attendant! Read "Flight Babylon" for details......what a fab and fascinating book.
To go back to M&S.....it's unfortunate that they can't seem to get this online sale thing right. I too had a disappointing time in the summer sale - didn't get50% fmy stuff.
They have an enviable reputation of being reliable, and a company you can trust, but I think they could do with a shake-up as regards customer service - I'm sure the previous poster is not one,but there are some really snooty old witches (male and female) in our local store - they never crack a smile, except when chatting with each other and ignoring the queue of impatient customers.
M &S can't rely on Maggie Thatcher's free advertising forever......

setmefree2

Hi Guys,

I have a thread started on here about M&S. I ordered 23 items from them in mid November (plenty of time for christmas you would think!)....they accepted the order OK and it was only after I e mailed them to see when it was being delivered that they told me it was cancelled:eek:. I went into panic mode as this was the bulk of my Christmas shopping..:o They had delivered only 1 item of a 23 item order.:o

1)In Mid November M & S HAD NO STOCK (I did manage to buy most of it instore)
2)It would appear that M&S don't have a "Live" online stock system- they tell you everything is in stock when in fact it is'nt
3)M & S never answered a letter I wrote to them (though they did give me a £15 credit which I used - I spent £15 and no more) ...I thought this was a terrible way to treat a customer. I now realise I was lucky..

Never Again:rolleyes:

NIMI_2

those affectd by m&s order an delivery service, watch BBC 1 NOW. there showin a programme about M&S ON WATCHDOG. shud be interesting!!!!