Marks and Spencer order cancelled
I ordered a table, sideboard and a side table from the Surat range from Marks and Spencer online on August 21st. I was emailed confirmation and was told that my order would be about ten weeks to delivery.
On the 18th October I received a phone call from Marks and Spencer to say that the furniture was now in stock and that I would be receiving a phone call from the delivery department sometime within the next couple of days to arrange a date for delivery.
After a further five days and still no call I decided to give them a ring to enquire about the delivery date. I was advised by the receptionist to ring the warehouse and was given a direct number that I could call.
When I got through to them they said that there was a problem with that range of products and that they were waiting for Marks and Spencer to arrange an inspection. So I waited a few more days and still no one called about the delivery date. I decided to call Marks and Spencer customer services again.
This time I was advised that the products I ordered had been withdraw and that they would cancel my order. I have since been in contact again since to enquire to what they intended to do as I had ordered the furniture early so that I would have it in time for Christmas and now I have no way of ordering from any where else.
They said they can only apologise and that there is nothing else they can do. Now the worse bit is that they are still taking orders for this range online and in the shops, so can someone please tell me what’s going on here?
May I also add that I have only just got my money back from them!
Comments from visitors
I'm fed up trying to use M & S website. I keep getting "website available" all the time. I can never get anything in the shopping bag and on the one occasion that I did it was gone again when I moved on to the next page. anyone else have this trouble? No wonder their sales aren't as good as they would like!
+2
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NOT a good experience shopping & Marks yesterday!! I paid my £40 purchases with my gift card. The assistant put my purchase in the bag handed me my receipt and I was about to leave when I asked her where my gift card was. She said “there is no balance left on your card” and kept it in front of her so I asked her for my receipt. She said “I gave you your receipt” and I said that was for my purchases not the gift card receipt which shows any balance on the card. She then picked it up and said “oh my god there is £460 on the card”!!! Yeh right like she never knew. Generally I am a dozy person and would have walked out of the store and forgotten about the gift card but for a change my brain was in gear. If I had left the store and come back an hour later I would not have had a leg to stand on and that would have been £460 down the drain. I was very upset by the experience, it spoilt my day and frankly I would like to cash my card in and rather have the cash in my purse than risk an M&S staff member trying to rip me off. It’s not the first time an M&S staff member has tried their luck with me (short changing me by £20) – something needs to be done about this.
-6
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Unhappy M&S shopper - 18-Sep-11 14:21
I purchased a sofa from Marks and Spencer a few months ago. The left armrest has flattened over time and the card bent in the arm (it is now concave). I agreed to a Fira technician coming to look at the sofa (via M&S) who informed me that I had caused the problem by sitting on one side watching TV. I asked about a repair and I was advised "no point it would do it again". M&S now say that I have to go to the 'furniture ombudsman' who will come out and look at the problem and see whether this is a fault - however this service is approximately £50. I have never heard of an average sized person's seating position being called 'damage'. Has anyone had a similar experience and advice on what to do next? I also contacted Trading Standards who advised I speak to an upholsterer to see if they can provide an opinion. Interestingly the Fira Technicians and Furniture Ombudsman work in offices near each other??? Marks and Spencer will not negotiate unless I engage the services of the Furniture Ombudsman. I also contacted M&S Head Office and have not had a reply.
+7
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Pennypitstop - 18-Sep-11 14:07
Beryl - and???? are you incapable of shopping elsewhere? There are other stores than Marks and Spencer.
+5
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I ordered a swimsuit (which was in stock) in mid-April, but got an email yesterday saying because of delivery problems it wouldn't be sent until the end of May (after I went on holiday). I emailed to cancel the order, but looked at the website today and the style and size I ordered is now in stock again!
-12
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It would have been because the style of card you wanted wasn't available, and more stock was coming in, hence the delay. When an order has despatched, it's impossible to cancel. The contact centre staff can't perform miracles and don't deserve the flack they get.
-6
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I ordered a giftcard to be sent direct to my mother. It should have arrived by 30 march but the I recieved an email saying due to a problem it would now be delivered by 7 April. Then I recieved a further e mail with a new delivery date of 11 April - 12 days after the original date. My mothers birthday is on 4 April so I phoned customer services to change the giftcard - they said they couldn't do it!! I asked to cancel the order ( I just had time to send post office vouchers by special delivery) but they said it couldn't be done!!! What a shambles, my mother will get no present and I can't afford to buy anything else. DONT USE THE ONLINE GIFTCARD SERVICE UNLESS YOU DO IT WITH WEEKS TO SPARE.
-8
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If they took you money and gave you a receipt then as a previous poster says..you have the right to the goods or a refund. More importantly you have the right to the goods - you can demand delivery under contract law. If they are unable to provide the goods as described you are entitled to a replacement, acceptable to you, of an equal or better value.
+4
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Aleksmari, if you knew anything about consumer rights then you would know that if your money is paid you have entered into a contract with that company. m+s then have to provide you with either a refund or a like for like product at the same price.
if youve accepted a refund then your too late.
Little p - this depends on what it is your purchasing, so.. not fact as you have put
if youve accepted a refund then your too late.
Little p - this depends on what it is your purchasing, so.. not fact as you have put
-5
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marks and Spencer only take your money when items are dispatched,fact. The monies are reserved but don't actually come out of your account.
-5
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I've ordered my new Philips 46'' TV on 27 December for 699.00, after 3 weeks got Email where they were saying that we are out of stock and refunded money back.
Actually they were holding my money for a month to make a profit, as some body elses.
At the end I didn't get what I wanted, that TV cost now 799.00 and they were having and using my money 1 month. Don't trust now in any M&S online offers, unless I see it in the shop.
I am very disappointed that some body was having me.
Actually they were holding my money for a month to make a profit, as some body elses.
At the end I didn't get what I wanted, that TV cost now 799.00 and they were having and using my money 1 month. Don't trust now in any M&S online offers, unless I see it in the shop.
I am very disappointed that some body was having me.
-3
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Well that solves the mystery of why I couldn't post that part of my comment before, it was the name of those bakery products that begins with "m"!
+5
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grumpyoldwoman - 21-Jan-11 07:16
M&S or whatever your name is; this gripe is specifically here for criticising M&S, so moaning at people who do so is rather pointless.
Clearly they have some problems with their online ordering service and people have every right to complain about it.
It may have been a long time ago, but refusing to keep something back for one day with the offer of a deposit cannot in any way be described as good service.
Neither is it good customer service to dictate to the customers which day they buy the fresh food advertised as "fresh every day". I used to shop regularly on a Tuesday (this was in the 1990's and 2000's) and liked their {round bakery products which you cut in half, toast and butter, the name of which won't go through the filter}. However there were never any in on a Tuesday: I was told "customers only buy them for the weekend so we only stock them at the end of the week".
"But I come into town on a Tuesday and want to buy some to put in the freezer". No dice! I now get them at the supermarket.
These cases may, as I said, have been a long time ago, but the attitude does not seem to have changed much.
Oh, and please don't call me "grumpyoldtart", it's not nice and I haven't insulted you in any way.
Clearly they have some problems with their online ordering service and people have every right to complain about it.
It may have been a long time ago, but refusing to keep something back for one day with the offer of a deposit cannot in any way be described as good service.
Neither is it good customer service to dictate to the customers which day they buy the fresh food advertised as "fresh every day". I used to shop regularly on a Tuesday (this was in the 1990's and 2000's) and liked their {round bakery products which you cut in half, toast and butter, the name of which won't go through the filter}. However there were never any in on a Tuesday: I was told "customers only buy them for the weekend so we only stock them at the end of the week".
"But I come into town on a Tuesday and want to buy some to put in the freezer". No dice! I now get them at the supermarket.
These cases may, as I said, have been a long time ago, but the attitude does not seem to have changed much.
Oh, and please don't call me "grumpyoldtart", it's not nice and I haven't insulted you in any way.
+6
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grumpyoldwoman - 21-Jan-11 07:15
grumpyoldtart, m_s have one of, if not the best customer service of any company. the problem is that customers like you will never be satisfied. as has been said. get over it and take your business elsewhere, you actually believe that a company the size of m+s are going to miss you? get real.
oh and just so you know the attitude of the customer service agents is that the customer is right by the way, unless like in your case your wrong. mug
oh and just so you know the attitude of the customer service agents is that the customer is right by the way, unless like in your case your wrong. mug
-2
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M&S let you down, you are sad!! get over it and move on. who cares about your rants. they are pathetic. put more effort into being pleasant and stop moaning
0
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I have a life thank you very much, and don't want to waste time getting into disputes with companies who have a reputation for being unreliable.
There is a large M&S fifteen minutes drive from where I live; if they have what I want I buy it direct. I like the Per Una label and the branch near me has a good selection; I just wouldn't order from them over the internet.
You seem to agree that it is the fault of the customer if M&S lets them down; how do you work that out?
There is a large M&S fifteen minutes drive from where I live; if they have what I want I buy it direct. I like the Per Una label and the branch near me has a good selection; I just wouldn't order from them over the internet.
You seem to agree that it is the fault of the customer if M&S lets them down; how do you work that out?
-7
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grumpyoldwoman - 2-Jan-11 09:40
I think you are blinkered Grumpyoldwomn. it's your loss. people are always looking to blame others.it's the culture we live in and you are no different. get. Life and ease up!!
-1
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I won't be taking my concerns up with anyone, Sgd; I do sometimes shop at M&S but, being used to their attitude that the customer is always wrong and having seen the comments here, I would not dream of ordering anything from them online!
+8
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grumpyoldwoman - 31-Dec-10 08:42
To be fair Grumpy ....haha....you have to read Ts and Cs nowadays or you don't have a leg to stand on. marks and Spencer know their system is behind the times but things take time to replace! The system was designed by Amazon and can't cope with the amount of orders that go through it. the poor agents take the stick for the antiquated system and that isn't their fault. I know nothing about food side of business as my expertise is purely on the direct side. You need to take your concerns up with Retail Customer Services. Happy New Year
+10
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Well, there was more to part 2 but for some reason I cannot post it!
It concerned the "fresh food every day" slogan and the fact that the store would dictate to the customers which days of the week they had to buy certain fresh items rather than have everything available whichever day you did your shopping.
Hope this goes through!
It concerned the "fresh food every day" slogan and the fact that the store would dictate to the customers which days of the week they had to buy certain fresh items rather than have everything available whichever day you did your shopping.
Hope this goes through!
-6
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