Marks and Spencer sale

user1234_2

freebielover wrote: »

I posted a copy of the letter I rec. from Marks and Spencers in complaint letter success. Same story as everyone else! Ordered on Christmas Day goods worth 126 pounds.

Found all but 26 pounds had been cancelled. I was told I would get 100 giftcard as compensation, great - if I could get my hands on it. This was on the 4th January. Recieved letter in post after 16 days - no giftcard in it. Spoke to numerous managers, mostly Arron Goodwin. A week last friday he promised it would be with me the next day...still waiting. On tuesday got a refund for the 26 pounds worth of items they did sent me as further compensation.

This company cannot send you your orders and they cannot even send you your 'goodwill' gesture. No goodwill about it if you ask me!!

This is not the first time either, they have messed up each online order I have made - I don't care if they send me a billon pounds in vouchers I would never order from their website again.

They can give you the equivalant of your order in vouchers so do not let them get away with giving you a tenner

Dear,

I am sorry that alot of the sale items you ordered have had to be cancelled
due to a lack of stock.

This is due to exceptionally high demand during the sale period.

This was not up to our usual standard of service and we are certainly
looking into it. Whenever there is a problem like this, we are always
committed to putting it right and preventing it from happening again. As a
gesture of my concern, I hope that you will accept the enclosed £100 gift
card, which comes with our apologies.

Yours sincerely,

Arron Goodwin
Customer Services
Marks & Spencer

Wow £100...I just got a sorry email. :rolleyes:

Lunchbox

Update:

After writing a very annoyed letter enclosing a copy of my bank statement to PROVE that they had taken money out of my account for an item that was cancelled (they were adamant I was only charged for the item I was sent and wouldn't refund for the one that was out of stock), I received an e-mail today telling me they had refunded that item.

So - despite the phone calls I've made, the postage I've had to pay, and the time and effort of going into my bank to get a statement copy validated, then having to 'marker pen' out all the irrelevant details, I've been given NO compensation. I don't envy any of you your compensation but this was more than just cancelled items - they took money out of my account three days after Christmas which I've only just got back, accused me of lying about how much they'd taken, and I've incurred direct costs and had to go out of my way to collect statements and post letters. :mad:

setmefree2

Lunchbox that is truly awful_pale_

furrypig

Has anyone actually received any compensation??

I was offered some that never arrived in the summer and have been offered some for the Christmas sale fiasco but agian have not received anything but have been told I might still get some of my orders (have actually had a few bits in dribs and drabs!).

Would be interested to know how everyone is doing. Lunch box your story is dreadful and makes me really annoyed with them!

furrypig

Have looked at the website and looks like I have another order despatching soon! Watch this space!

Anyone get any giftcards etc yet??

scotnan

I have just reached the final straw with M&S :mad:

Tried to take back some of the sale stuff that eventually arrived and was told that because the price I paid was not on the delivery note, that I would only get back the price that was now on the system.
One item that I paid £7 for on the .com sale came up as 1p:eek: when I tried to take it back instore for a refund (something that I've always done with previous sale items)

The sa said that it's M&S policy now and there have been notices up instore for quite some time now.
Told her that I didn't buy them instore, bought them from .com and don't recall seeing anything to that effect on the website during the sale.

Anyone remember seeing this or has anyone else tried to take their .com sale stuff back for refund?

sarahluv

i've posted mine back because of the issue you've described. no acknowledgement yet though

scotnan

Thanks sarahluv, I'm going to phone them first and see what they say about the amount that will be refunded and then post it back if I'm to get the full amount I paid.

If they're going to stick to the current system price, then that's me totally finished with M&S :mad:

Hopelesswithmoney

I placed an order at 3am on Christmas Day which came to £1089.50.

I received some of the items today (i.e. Feb!!!) totalling £183.50. The rest of my order has been cancelled.

What is the best way to complain to M&S? Is it best to ring, email or write an old-fashioned letter?

TIA

Hopeless

Counting_Pennies_2

It is amazing how they don't even distribute based on first come first served.

Based on advice from moneysavers prior to the sale, I made four separate orders.

I slowly got some of the items, but the first order I made still hasn't been dispatched, order made dead on midnight at the start of the sale. The first order was all the items I definitely wanted, and then I duplicated those items in further orders just to be sure. Funny how I have received those items on later orders, but nothing on the first!

I just can't believe the blatant abuse of people's trust. I'm not too bothered, as it was all mainly presents to go in a box for childrens birthday parties, and glad I got what I did, but they should be honouring on a first come first served basis.

What amazes me is they seem to be absolutely hopeless in all aspects, over the last five years I have had more bad customer service than good, you would have thought they would have improved their service by now.