Marks & Spencer Online...ARGH!!

babylon85

I just need to vent my frustration with m&s online.. I think I wont ever shop with them again! Here's my story..

I recently made up a basket of some lingerie items for myself, and little miss babylon85 (she's 6 months old, and growing out of clothes like there is no tomorrow) almost two weeks ago. 5 days or so later I receive a phone call on my answerphone (I had been to see my parents) - saying some items from my basket were out of stock. This turns out to be little miss' clothes - I do not mind, and they even say in an email they'll waive the delivery charge.
I'm then told that the delivery will be one week later than anticipated - which I do not mind again.
Anyway, yesterday my order arrived (good, or so I thought) - not only was the bra the WRONG size (they think I'm smaller than what I asked for :mad:), but the 2 packs of knickers I had bought had a great big sticker on each pack saying "Buy 1 Get 1 Half Price". At this stage I'm fuming - not only do they think I'm smaller sized, but think I'm a mug too.
So off I go, to write a rant at the big m&s people, about how they had basically c0cked (pardon my french) up my order! The email I received was the following:

"Dear babylon85,

Thanks for your email.

I'm sorry to hear about the problems with your order.

You can return the bra to one of our stores with your order summary for a refund/exchange, alternatively you can also return it with the Royal Mail using the free returns postage label which can be found on your order summary.

I'm sorry that the "Buy 1 get 1 half price" label was left on the pack of knickers as this promotion is only available in our stores. We have our own special offers and promotions that are exclusive to Marks & Spencer online but on this occasion I'm pleased to let you know that we will honour the discount and I have arranged for your card to be refunded with £5.00, please allow upto 10 days for this amount to appear on your statement."

So they expected me to pay FIVE pounds more than if I had gone in-store, just for the privilege of getting them online!? I think not :mad:.

I think they have just lost an m&s customer..

Ps. I'm STILL waiting for this so-called 'delivery charge refund'.

Smiley_Mum

I know how you feel Babylon, sorry to hijack your thread a little bit but I had a problem with M&S too. I bought underwear, looking for white cotton and a 12. Grabbed what I thought was cotton and 12, turned out it was tactel lycra shiny things, not at all what I was after, just discovered when I got home. Opened the pack and straight off realised I'd taken the wrong thing but they were hanging among cotton ones. I asked about returning said product and they said fine, no problem, I'd realised my mistake about the fabric etc and they said fine. Anyway, the next day I go in and the said product was now on sale at £6 a pack or buy 2 for £10. I had initially bought one pack for £10 so if I went to the checkout I'd only get £6 in return or have to pay another £4 to get the same again in cotton, so really paying £14 for cotton knickers, which they week before cost me £10 and then were reduced to £6, or £10 for 2. I couldn't find the receipt, think I shredded it to be safe and I didn't pay with card either, paid cash so I was scuppered. No witnesses to sale either. I ended up buying another 2 packs for £10 yesterday and kept the shiny tactel ones, yeeeuch!!!

Trow

I have always had great service from M&S.

I understand the frustration about the bra, but otherwise I don't see a problem - despite the fact that the promotion was instore only, they honoured it for you because of your complaint and they are refunding your delivery charge - so in all you are paying £8.50 less that you thought you would be.

Thats good service in my book!

Zippy123

Ordered a suit from them jacket and two trousers. Only the Jacket was in stock so they sent that - what a waste of time. They had two weeks to tell me about the stock but only told me the day before delivery so I could not cancel the order.

There is no way that I am going to pay for the delivery charge.

raeble

Why could you not cancel the order? It hadn't been dispatched. Also with distance selling regulations you have seven days to return something at the retailers expense, they are supposed to refund you delivery charges as well.