Marks and Spencer order cancelled

I'm having problems with a Marks and Spencer furniture order which appears to have been erroneously "cancelled" on the Delivery Team's system. No-one from the Furniture Customer Service Team is replying to my telephone chasers. I've escalated the issue to the "Furniture Chairmans Team" but still no-one returns my calls. Can anyone please tell me how I can escalate this further or can anyone advise my next course of action??

I'm having problems with a Marks and Spencer furniture order which appears to have been erroneously "cancelled" on the Delivery Team's system. No-one from the Furniture Customer Service Team is replying to my telephone chasers. I've escalated the issue to the "Furniture Chairmans Team" but still no-one returns my calls. Can anyone please tell me how I can escalate this further or can anyone advise my next course of action??

I had huge trouble getting furtniture delivered and assembled by M&S before Christmas. Customer services told me that they had trouble contacting the delivery company. I decided to email the delivery company directly myself (thus bypassing M&S) and the delivery company got back to me within hours. The furniture was assembled within a few days. I find it amazing that I could get the issue resolved in hours when customer services couldn't in weeks. I am still waiting for a voucher that M&S promised for the hassle encountered.

hello, I am a former employee of marks and specer and if this makes you feel any better they treat their staff 100 times worse than they treat their customers. I am supprised theat you got your money back as I am still waiting for a months worth of wages 6 months after I finished my employment there. Im sure that there will be no solution for y our problem as there never is with that company.

Incorrect photograph on M&S website meant 2 divan beds + mattresses ordered online had to be returned with the courier on the day delivery was attempted (7th November 2007) - they did NOT split in half therefore could not get up my stairs. I am still owed the full amount I'd paid, £678 and this is FOUR MONTHS LATER!!!!! Last two emails to CS were sent 29th Feb 2008 and 5th March 2008 - these have both been ignored. Am now contemplating advice of other gripers on this thread regarding issuing a CCJ for amount + interest if it is not refunded quickly! Quite disgusted.

Its M&S again! £300 or so of web order on named day delivery, only to be told by email on the day that the whole lot "had been delayed". No explanation, but according to a CS representative one of the items was "pre-order" (for a bra!) and I should have known this from the web site. Well I'd need some of the "Magic" bit of M&S to see anything about this, the item details show delivery time of 1 day. CS rep tried but failed to reschedule the rest - can't say she sparkled at all.

So I've cancelled, they've lost a customer. If I'd read the gripes first I'd have saved myself a lot of wasted time as it does seem to be a totally unreliable home delivery service.

Marks and Spencers..... The new BT
Awful awful awful. Spent £1000 on hampers just before xmas as thank-you gifts to our customers. We are now 3 weeks into Jan and M&S have charged us but only delivered 30% of the hampers... most of which were wrong. They then cancelled our outstanding orders without telling us.....
We ordered 12-bottle hampers and those that did actually get a delivery only got one bottle!
So basically we paid £75 for a £5 bottle of wine....
Since then have made 28 calls to M&S to sort the problems out.
Their manchester office have given us false names, false POD's and have failed to call back and resovle the problem. Our CS contact that promised to help "Nick Martin" cancelled our order and put his phone on "Busy" for 5 days so nobody could contact him...
Some CS reps were professional and helpful, others were just ignorant and didnt care.
Even today we are having to go through the whole thing again with a new customer service rep. We have given then 2 days to sort the problem or we will be issuing them with a CCJ. If anyone else is having difficulty I advise doing the same. They will respond immediately. A country court judgement can be applied for at your local county court and M&S will actually have to pay the £80 fee.
I actually thought M&S had sorted themselves out but their infrastructure obviously cant cope with the sales. Its pathetic and they are quickly getting the reputation of being crap, just like Sky or BT.
I have been a life-long M&S customer but from now on I will use M&S for food in-store, but any bigger purchases will never use them.
Not only disappointed but shocked and very angry with this situation.
Not only have M&S let our customers down but they have cost me money, reputation, and valuble time trying to fix their mistakes.
Why dont M&S take a leaf out of Vodafones book and actually employ decent staff that have the skills to troubleshoot problems whilst on the phone.

Marks and Spencer really let us down over delivery of furniture before Christmas. Their carriers were described by their own customer services as 'a real problem'. Even customer services had problems getting in touch with the carriers (they take forever to answer the phone) and told me that there were hundreds of complaints. To be fair to customer services they were very professional and pleasant but they were unable to do anything and couldn't tell us when, if ever, we might get delivery of items that were already with the carriers! When I said it sounded like the tail wagging the dog, they agreed!
We had deliveries from other stores before Christmas without any problems; John Lewis and Curry's delivery services went out of their way to help and be flexible. I cancelled the order with M+S out of frustration and was told I would get a letter to confirm and a credit within five days. It didn't happen. When I chased I was told I needed to go to the store where the order was placed!
The strore staff processed the cancelation straight away. In some ways I feel sorry for M+S staff as it seems obvious that it is a fault of managment who give the impression they really dont care about customers any more.

I am also having problems with M&S on line ordering service. They have sent the wrong item twice and it is costing me a lot of mone to try to get it sorted - every time I telephone (0845 number) they promise to call me back but so far have never done so. I have orfered from quite a few websites for Christmas presents but M&S is the only one I have had problems with. My complaint is still not resolved.

I too am having huge problems with M&S ordering. It seems to me they have a huge I.T. problem. Only the Order Dept can see my order and nobody else in any other department can. This morning I have spent over an hour on the telephone and spoken to eight different people and they are still trying to sort out my order. It has been dispatched but no-one can trace it! I have been charged for it - a tumble drier- but it has disappeared inot the ether. I think they need to focus a lot of attention on behind the scenes departments that cannot function because the infrastructure ets them down. Everybody is so apologetic but as am tearing my hair out it isn't helping!

At the end of April I ordered from Mark and Spencer Online a pair of trousers, a jumper, and a beauty item. All three items were marked "delivery in 1-3 day". For almost two months M&S bombarded me with emails (once every two days) telling me that the jumper was there but the trousers were "delayed". All the emails were conveniently sent from a no-respond automated account. When after almost two months the trousers were finally ready to be dispatched, I got a message telling me that the jumper was now out of stock (i.e., it has been sold to someone else). As the season is now at the end, I am left with trousers that will not be able to wear and no jumper. This is an absurd, incompetent and unacceptable way of treating customers. I regularly buy on line but this must be the worst buying experience I ever had. I would suggest other potential customers to think twice before shopping on M&S online, at least until they get their act together.

Flowers ordered in store on Sat 30th June and delivery was for Monday 2nd July. When I arrived home from work on Mon 2nd July there was a message asking me to ring Marks & Spencer. On doing so I was told there was a delivery problem and the flowers would not be delivered until Weds 4th July. I said that was too late and could I cancel the order whereupon I was told it was too late the order had been despatched! To where? When? If they had been despatched why was it going to take another 2 days for them to be delivered? None of these questions were answered. I was then offered the chance of having the bouqet delivered free of charge. I pointed out the cost was not an issue and I didnt want them free I just wanted them delivered within a reasonable time. Eventually I was allowed to cancel the order and was told the money will be refunded to my credit card. I wonder how long this will take? Marks & Spencer I am not impressed. I ordered the flowers elsewhere and they were delivered by 10.00am Tuesday.