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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 whats going on here?
May I also add that I have only just got my money back from them!
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Order cancelled
12/02/21 Rohit dharad
-1
I ordered Christmas food from m&s on line,only small order turkey breast,garnish & trifle,ordered on line 4/12/15 got conformation email paid £30 deposit,23/12/15 received email,don't forget to pick order up the following day at allocated time of 9:30-10:00am Christmas Eve,my husband went to pick order up at 9:30am to be told they could not find it,staff looked on store shelves,bearing in mind this was 9:30am Christmas Eve,they couldn't put a three item order together,what if it had been a large order and a late time slot,I'd have been up s__t creek,they ended up giving my husband items we did not order just so we had something to put on table,I have to say staff themselves were good,sent an email to m&s,replied saying they will send me £15 gift voucher
29/12/15 M&s food order
0
Yes
Jules103, very interesting that. But as you missed this 20% offer your items also missed that deadline and that delivery date. On the other hand did your husband sat in by the telephone by now twiddling his thumbs manage to waste a few hundred minutes and make a mess up after all? so don't be too disappointed! Yes the offer should be all inclusive, but the resources should be applied appropriately!
21/02/14 collar
Jules103, very interesting that. But as you missed this 20% offer your items also missed that deadline and that delivery date. On the other hand did your husband sat in by the telephone by now twiddling his thumbs manage to waste a few hundred minutes and make a mess up after all? so don't be too disappointed! Yes the offer should be all inclusive, but the resources should be applied appropriately!
1
Ordered various items for my husband and son last week during 20% off offer. Then received a number of emails each telling me an ordered item was now out of stock. Eventually the whole order was cancelled. Interestingly, the items all now appear to be back in stock but the 20% offer has finished! This is not the first time this has happened so will not be ordering from them again. Placed an order with House of Fraser for similar items yesterday evening and they are now waiting in store for collection today - that's what I call good service!
21/02/14 Jules103
1
Made 7 separate orders for sale items with M&S online and received email confirmations with delivery dates to store. Despite advertising next day delivery to store it wasn't available, a very painful process due to change of warehouse - ridiculous at busiest time of year!
I asked customer services to change orders to one delivery - they tried to change the order hey presto ALL ITEMS on 7 orders are now OUT OF STOCK!!
Obvious as sale has ended - I could have cancelled it myself online and I would have found I couldn't reorder! This is WHY I contacted customer services to do this for me!
Unbelievable such a large number of items are simultaneously out of stock - No joy with customer services when I asked them to reinstate the order :(
21/01/14 Susie
I asked customer services to change orders to one delivery - they tried to change the order hey presto ALL ITEMS on 7 orders are now OUT OF STOCK!!
Obvious as sale has ended - I could have cancelled it myself online and I would have found I couldn't reorder! This is WHY I contacted customer services to do this for me!
Unbelievable such a large number of items are simultaneously out of stock - No joy with customer services when I asked them to reinstate the order :(
0
I placed an order on 28/12/13 and received the order confirmation. Collection was to be from my local store on 22/1/14. I had a message yesterday (17/1/14) to call customer service. I spoke to them today and was told that another customer had placed the same order just seconds before me (!) and therefore the item was not available.
I do not believe what they have told me and it seems to me more likely to have been a stock control problem.
I am furious. It was ordered for a special family event on the 26/1/14. I am not now able to source a suitable alternative in time. How is it that it has taken them THREE WEEKS to tell me that my order has not been processed properly and why have they only contacted me three working days before I am due to collect it?
I cannot believe that a highly regarded company such as M&S can provide such shoddy service.
18/01/14 Purpleygirl
I do not believe what they have told me and it seems to me more likely to have been a stock control problem.
I am furious. It was ordered for a special family event on the 26/1/14. I am not now able to source a suitable alternative in time. How is it that it has taken them THREE WEEKS to tell me that my order has not been processed properly and why have they only contacted me three working days before I am due to collect it?
I cannot believe that a highly regarded company such as M&S can provide such shoddy service.
-1
Marks and Spencer withholding deposit for food collection that was not available.
I was given a time slot by M&S Inverness to collect a food order from the shop on Xmas eve. When I arrived I was told the collection queue was over 1 1/2 hours long...way outside the slot I had been allocated and way over the time I could wait. So I cancelled the order and gathered most of the food from the shelves, paid and left. Note this had also happened at Xmas 2012 in the same shop. I had also pre-ordered for New Year's eve but due to the shop's obvious difficulties in fulfilling their promises decided to cancel and buy from Tesco instead. Many complaining emails later M&S are still refusing to return my two £20 deposits which I feel they have taken on false pretences. I will not shop there again and intend to pursue a claim for my money.
07/01/14 HighlandKate
I was given a time slot by M&S Inverness to collect a food order from the shop on Xmas eve. When I arrived I was told the collection queue was over 1 1/2 hours long...way outside the slot I had been allocated and way over the time I could wait. So I cancelled the order and gathered most of the food from the shelves, paid and left. Note this had also happened at Xmas 2012 in the same shop. I had also pre-ordered for New Year's eve but due to the shop's obvious difficulties in fulfilling their promises decided to cancel and buy from Tesco instead. Many complaining emails later M&S are still refusing to return my two £20 deposits which I feel they have taken on false pretences. I will not shop there again and intend to pursue a claim for my money.
-3
I ordered a gift card back in November and was advised twice by e-mail that it was delayed. I then received a 3rd e-mail saying the order would have to be cancelled due to technical difficulties but no indication of how this would be done. They also said it would take some time to get my money back as it had to go through their technical department. I e-mailed back saying how disappointed I was with this and then I received an e-mail on the 14th December saying it had been dispatched. To date (24th December) no gift card has been received and no answer to 2 e-mails I have sent requesting information as to its whereabouts. I know it is only a small amount but the level of service has been very weak. I wouldn't have expected it but looking at others experiences maybe it is what M&S has now become. I certainly won't be buying anything on-line from them again.
24/12/13 Elaine
0
Honestly,M&S never keep their terms & condition for international delivery in 7-10 days shipment so disappointed about my ordered is never delivered due their first message "Your M&S order is on it's way."after they taken my payment but i never received my order after in ten days for waiting without information or confirmation .I send the massage to ask where is my order.
Then they replied to placed another new order in deliver no later than first week of december.Another new email subscription to write my reviews about the Product has never delivered.What's a really frustrated bad experience
23/11/13 Balugan
Then they replied to placed another new order in deliver no later than first week of december.Another new email subscription to write my reviews about the Product has never delivered.What's a really frustrated bad experience
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Well, that's funny. A banker is complaining about 'daylight robbery'. That sounds like a robber complaining about robbery or a thief complaining about theft doesn't it?
14/11/13 Nick
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Just spent 2 hours on and off the telephone with M&S. Ordered jacket 7th November, supposed to be next day collect in store. Then advised in store collection not available but offered free delivery in 3 - 5 working days. Was given today as delivery date. Home from work tonight no jacket, checked my emails to find email stating the jacket is out of stock and will now be delivered by 22nd November!!!! I phoned and said I wanted to cancel the order and asked for my money to be refunded. First person I spoke to said "No problem, I'll cancel your order and don't worry about the money, M & S haven't taken any money from you yet". Checked my online banking....Oh yes they had. Two further phone calls later.....Told not possible to cancel my order, the status of my order was such that I would have to wait for the order to be delivered, then return it, then around 3-5 days after they receive it back, I would then get a refund!!!!! How ridiculous is this?? And to add to the insult, I was also told that it's not M&S who have my money but that my bank is holding it and it only gets taken by M&S once I have my order......what a load of bull****. Having worked in banking for many years, I know for a fact this is utter garbage. Marks & Spencer, your a joke....this is daylight robbery and people out there should avoid you like the plague!!!!! Call centre manager couldn't give me a name or number for anyone else to speak to claiming there was no-one of any higher rank than him so no point in calling any other numbers???? Ha ha ha, ho ho ho, my sides are splitting!!!!!
13/11/13 Ev
1
Dear Sir/Madam,
I made an order on line for my childs school uniform on the 25th/08/2013. It has now been over three weeks still I have not received my parcel. I rang and spoke to several of your staff memebrs and have told me that a customer service team would be in contact with me. However no one has yet been in contact with me. I am frusterated and woud now like to cancel my order.
12/09/13 wangmo
I made an order on line for my childs school uniform on the 25th/08/2013. It has now been over three weeks still I have not received my parcel. I rang and spoke to several of your staff memebrs and have told me that a customer service team would be in contact with me. However no one has yet been in contact with me. I am frusterated and woud now like to cancel my order.
-1
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!
26/11/11 Loddy
-2
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.
18/09/11 Unhappy M&S shopper
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HillyBilly
Just moved into a new house...ordered patio furniture in July, paid over £1300 in full. Picked delivery date. Just before my chosen date they stated there was a delivery issue and moved the date as this approached the same happened. I messaged to ask if they actually had the furniture? Answer came back...no its out of stock...here is a £50 e card and please give us a review!!!!! Also I realise now stupidly ordered a super king bed in the sale, site stated there were 5 in stock. We had lots of furniture that did not fit the new house which we had to pay for to be taken away so last weekend took the plunge and included our old bed frame ( we actually had the conversation the same thing could not happen twice) Received a call yesterday staing the bed was out of stock...£50 e card on its way!!! I am so angry and disappointed in a store I have been so loyal to for over 40 years. I don't want the e cards as I don't want to order from them!