Marks and Spencers Online Sale Hell

Richard7890

Anybody ordered from Marks and Spencers Sale and been let down?

I got up early on Christmas Day morning, sad I know, but I really wanted to get some smart new shirts for work in the sale.

I quickly ordered 8 items, got a confirmation email and can even see it on their site when I log in. So I sat back happy to know I bought what I wanted and awaited their arrival.

Delivery was for 10-14 January... nothing arrived. So I called today to be told that every item I ordered was out of stock, so tough luck!

I was given some rubbish about 'well think about it being the first day of a sale in a shop and everybody is pushing to get in, so you'd not get what you wanted...' Sounded like I was being spoken to like that customer in the Nationwide tv advert and the 'shareholders bubbly'.

In the past I have ordered online with Marks, if an item goes out of stock when I was ordering it would stop the order... but this time it all went through smoothly.

Awaiting a call back from a complaints manager....

Any advice... apart from not to buy online from Marks and Spencer??

melbury

There's a whole thread on this - think it's under the Grabbits. I also was badly let down by them on the online sale, just told (because I phoned them to try and find out what is going on) that the order I placed on Christmas Day will not be coming after all because everything is out of stock.

I have emailed a complaint and am waiting to hear back, not holding my breath though.

melbury

Here is the thread:

http://forums.moneysavingexpert.com/showthread.html?t=649273

got-it-spend-it

Similar happened to me, although I did receive a couple of the lower value items I had ordered but none of the main ones.

To compound the matter M&S charged me for my full order, then when I phoned to query this they said I must be mistaken and to contact my bank! I did this and obtained the exact day and time of the transaction as well as the authorisation code to prove it had gone through, and faxed this all through to M&S.

Rest assured I told them exactly what I thought of their online system and their customer service, and the second person I spoke to couldn't have been nicer and gave me £15 for my trouble (more than paying for the items I did receive). I have also now had the value of the items that were out of stock refunded.

All I can say is stick with it, and good luck. It's a pain in the backside when you think you've got things coming then they don't turn up!

Lucy

Richard7890

Many thanks guys. This was my first visit to Moneysavingexpert!

Wow so many complaints about Marks and Spencers Online Sale on that other thread... so I am not alone!

Guess what... their complaints manager never called me back.

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:

Richard7890

An update... After speaking to a manager he offered me £70 which I accepted. He said he would put it to my account so the next time I made a order it would be shown as a promotional discount.

A few weeks later I went online and to my surprise the discount showing was only £25! I phoned and was told 'no the offer was only £25, tough'.

I had kept a copy of an email I sent the manger within which I mentioned the £70. Later that day I had a call to say the manager who agreed the refund had 'Gone' or 'left the company' but would honour the £70 plus let me keep the £25. So in all I got £95 compensation. I think when I mentioned MSE they got a bit nervous.

Yep the compensation is alot higher than others here got, but you know what.....I would still rather have got the clothes I bought in the first place and not had this hassle.

As many others have said before...I've got my compensation but wont be using them again.

Blacksheep1979

Richard7890 wrote: »

He said he would put it to my account so the next time I made a order it would be shown as a promotional discount.

.............

I've got my compensation but wont be using them again.

Well if you won't be using them again you haven't really got your compensation have you?

Richard7890

Sorry if I was not clear, after being told about the £95 I then went online and spend it, and the package did arrive. But that is my last M&S online order.

Money~Bunny_3

Richard7890 wrote: »

Sorry if I was not clear, after being told about the £95 I then went online and spend it, and the package did arrive. But that is my last M&S online order.

Me too - I had terrible problems getting my 20 items delivered in the Autumn sale, have vowed never to use their online shop again (except possibly to redeem the £10 voucher I got from complaining).

big shame, because I like their sales but in store you have really limited options regarding sizes and items, and it always looks like the aftermath of an explosion (or you get caught up in the mad sale rush :eek:)

tomba_2

M&S website 'contact us' is dreadful!!! I've spent 14 days contacting them through the website and directly by e-mail and nobody has bothered to reply!!! They owe me a promised £50.40...they have never delivered. Major problems at M&S just now but surely somebody can at least action website problems?