Bought a pair of trousers for our son - reduced in the sale but were not advised that due to the reduction we would not be able to get a refund/credit note if there was an issue with them. Store manager was unable/unwilling to refund as it was "against policy" - member of staff admitted that it was due them wanting to get rid of end of line stock and not be left holding it as a loss.
When I asked the duty manager in the store - "Les" - why she was not willing to help, she said that I should have read the small print on the end of the aisle and inferred it was completely my fault - and "why was I making such a fuss over a £4.99 pair of trousers?!!!!!"
No wonder M&S are in trouble - keeping the customer happy appears to be far from their thoughts.
Me and my husband have to go to a wedding this weekend, so I bought him a new suit from the M&S website. I was very happy with the whole experience. Turned up quick, and it was good quality for a good price.
I used to love Per Una clothes, some quirky, most colourful, overall something different. And i could always manage to spend a lot of money in the stamford store. Now, our local store stocks the most outdated bunch of clothes imaginable! Old fashioned cardigans, tertiary colours, strange trousers! Overall something different? Well just like overalls anyway! What has happened? Is this lack of fashion a reflection of Stamford residents? If you think so you are quite wrong! This is one of the only clothes shops in town and it is a well known fact in the local community that the town shops do not cater for women in this respect as much as they could.So why dont you get onto it and start stocking some fab stuff? Most of the stamford shop is now taken up with a customer online order system ( this could be done at home or in the local library) and at Christmas the clothes are removed to make way for a Christmas ordering facility. Last december when searching in the vain hope of party gear i got the choice of one skirt not available in my size, no tops, no dresses, not even any sheer tights. I did email m and s but received no answer. Is m and s really concerned about customers' needs? I think not. Get your act together and stop letting us down!
I ordered a home office chair on line as recommended by a store as they had no stock. The chair was incredibly uncomfortable due to lack of padding in the seat cushion and caused pain under my thighs as the seat base was not adjustable and seemed too high at the front. I am an average 79kg. The ‘leather look’ also looked more like cheap plastic in reality. As far as I was concerned this was a faulty product but M&S won’t let me return it to the store that I saw it in and charge £50 (one third of the price of the chair) for return collection. After a complaint they did offer to reduce that cost a little but I will never use them again! Apparently this is in the multiple pages of small type on the T&C page hidden in the corporate website, but not in plain sight in any of my order emails, etc. You have been warned!
I ordered clothing for my daughter, which would apparently be available for collection from my local store 2 days later from 12pm on 30th January 2014. I arrived 4pm on the day to find that they had not been sent. I was messed around by staff at the store, who kept me waiting whilst they went looking for someone who could operate the computer, and even then were still unable to tell me why the order had not been delivered. They assured me, however, that my money had not been taken. This was not true, as I subsequently established that the money left my account the day before, on 29th Jan. I emailed customer services to complain and to find out what had happened to my order. I was advised by them that there had been a "technical issue", and that my message had been forwarded to another team for "resolution". I didn't hear anything further until I received a further message on 3rd February to tell me that my order was no on the way to the store - 4 days late, and no explanation! I cancelled the order and demanded a refund. Really frustrating, a complete waste of my time, and M&S still haven't bothered to offer an explanation. I won't be using them again, this just isn't good enough.
I have always considered m&s to be a cut above most other high street retailers, but email their customer service and you will soon find out that it is not. I asked for help placing an order for a sale item when the web price kept showing sale price and payment page showed full price - simple question for an online retailer??? Afraid not!
First email sent was replied to, but they had not read my email properly. Second email sent no reply received! Third email - we live in hope!!!
Very happy with the quality of ipod dock speakers that I bought from them. fantastic sound with great effect of bass and treble. remote supplied makes listening experience all the more convenient from a distance.
When you walk into an M&S, the clothing looks so outdated. The colours are slightly off. You want red and you will get either a dark raspberry colour or a terracotta red.
Whoever picks the colours must be at least 90 years old with bad eyesight!
Some of the styles are Okish but I can't get past the revolting colours!
They had a big thing about the definitive pink coat last year. It was horrible, like a blancmange pink, even the slimmest person would look like Baba Papa!
The foodhall is a different thing all together, it's great. I love their sandwiches!
The homewards department is still very good, with good quality items at reasonable prices.
The make up isn't very good, frosty lipsticks and not very nice packaging. The toiletries are more for older women. I used to be able to buy coconut shampoo and a separate condition for a pound each but not seen them for sure, they were excellent quality.
The clothing range needs to be modernised. Lisa Snowden modelling the clothes isn't a good idea, her gurning down at me from a huge poster is off putting, she doesn't have the looks to model.
I bought cosmetics from the Leeds M&S store. When I got home, I discovered that I had in fact picked up an item which was in the wrong 'pigeon hole'. I didn't think I would stand a chance of any return, especially with this type of item and, to some extent, the error being partly my mistake. I phoned and the assistant said there would be no issue and I could have an instant refund. In fact, they even asked if I had to pay for petrol or bus fare and they would compensate me for this as well! This is the best customer services experience I have ever had from any store.
I ordered 2 identical bouquets online to be sent to 2 different people. It was absolutely essential that these were both delivered on the same day. I placed my order before the 6pm deadline on a Friday for delivery the next day, Saturday. I was able to select the next day for delivery of 1 bouquet but, for the other, the earliest date it would allow was the following Monday. Because this was not what I wanted, I didn't finalise the order but kept it on screen while I phoned customer services. I was assured that they would change it for me once I'd actually placed the order. I then confirmed the order while still on the phone to customer services. I was then told that it couldn't be changed! I was advised that this was due to lack of stock, something I felt was highly unlikely. I wasn't at all happy and was then passed to Team Expert who said the same thing. I asked to speak to a manager but none was available but I was called the next day. I asked to speak to a manager but there were no managers on duty. around but one would call me back the next day. When he called me, the manager was apologetic and quickly proceeded to tell me that what I had been as being the reason for the problem was absolutely wrong and that the problem had been that some postcodes don't allow Saturday deliveries! He also said that some postcodes require 48 hours notice for delivery. None of this is mentioned anywhere on the website. The website gives a blanket assurance that you can have next day delivery if you order before 6pm Mon-Fri, or before 5pm on Saturday for Monday delivery. I expressed my concern at this omission and the manager then became more hostile as he tried to defend the indefensible. He said that the terms and conditions on the website state that all orders are subject to availability. He said, rather condescendingly, that Marks & Spencer expect their customers to have read these. My view was that, perhaps so, but customers would not expect these terms and conditions to contradict what is shown elsewhere on the website. However, that is essentially what they do. When I sought clarification on what was meant by "availability" (which to me would mean stock/supplies) I was told that "availability" refers not just to the goods themselves but also to the delivery/dispatch service! In short the next day delivery "guarantee" is interpreted (in Marks & Spencer terms) as "although we say we will deliver next day, we may deliver next day or we may not". I was offered derisory compensation for the inconvenience, which I declined. This is not the first bad experience I've had with Marks & Spencer online but it WILL BE THE LAST because I won't use them again.
1. I was given a £30 gift voucher and I needed a new, small rucksack. I looked at M&S online and decided on a product. When it arrived I found it was not as desriibed on their website and sent it back. 2. Still armed with the £30 voucher I happened to be in Bedford and went into the store to buy socks and underpants. The largest socks available were size 8.5 (I'm size 10) and the largest underpants were Large (I need XL) I spoke to a suit who told me they could order items for me. What is the point of a shop if items have to be ordered? On the way out I spotted a pair of shoes I liked but decided against it and went next door to BHS where I found socks and underpants. I returned to M&S with my purchases and told the suit that BHS had satisfied my requirements. Stupidly I bought the shoes.with the voucher as part payment.. 3. Five weeks later the laces of the shoes were threadbare and about to break. I inspected the shoes and could not find any sharp edges on the eyelets to cause the fraying so bought a replacement pair of laces from Timpson's for £3.50. I sent the original laces to the Bedford Store Manager with a curt letter explaining my disappointment at the very poor quality. Eventually he replied with a vague apology and a £5 gift voucher. I had got rid of the £30 voucher but had now picked up a £5 voucher! 4. I needed a gift voucher as a Christmas present for my daughter only to find that there are only set values, i.e. it is not possible to buy a £110 voucher. I settled on a £125 voucher knowing that I could offset £5 of the cost with my £5 voucher. No such luck: you can't use a small voucher as part payment for a larger one. To add insult to injury M&S charge £3.50 admin fee for a voucher. Therefore I had to part with £128.50 and still have this wretched £5 voucher.
Apart from these recent experiences it is at least 10 years since I used M&S and I expect it will be another 10 years before I try again.
I love M&S. I buy clothes, shoes, food and home items from here and love the range and quality. However, I've had mixd experiences with online delivery. On a couple of occasions it's gone smoothly, but one one particularly bad occasion I became totally fed up. An order was late being delivered, I had to chase multiple times, struggled to find contact details for anyone to actually help me or pick up my email, and eventually received a short email saying a refund had been issued, without any explanation of where my order was. I tried to respond to ask for more info and to explain I did still want the order, but eventually got fed up of automated responses. I would avoid online delivery again, but still shop in Store.
My order has not yet arrived so I am hoping that the actual goods live up to M&S' usual quality. I placed an order on Oct. 2nd, the amount was debited my credit card on October 3rd. Since then I have contacted the company 3 times and received one hopeless reply dated October 22. It is not possible to track and trace my order as their system is useless: " This service does not provide a tracking number but your order has been dispatched and is estimated to be delivered to you on Monday, 14 October 2013. However, as this is a standard delivery service this date is only estimated and should arrive no later than Thursday, 7 October 2013. If you do not receive it by then please let us know so we can investigate this further." " What???! Compare to Asos - 3 days - and Topshop - ordered Friday - goods received Monday in Denmark! A donkey could have brought my goods faster.
For the more elegant choice for a purchase, M&S is ideal and they're performed each order without so much as a fault - certainly exceptional when online orders are prone to many tragic but understandable errors: damaged items during shipping, automatic transaction problem, lost packages, bad delivery times, distant customer service as store is virtual.
A top-notch choice for a rational, wise spender who prizes frugality along with caution.
I went to the Nottingham store on Fri 5/7/13 looking to buy some mixed and pure linen trousers which I found on there web site and they looked very nice after trying both the items on I decided to purchase them but as usual they didn't have my size in short length the lady in the changing room said I could order them there that day so she went to get an ipad so I could order them I then asked could I have them sent to the store because I work 5 Min's away no problem was the reply she asked me if I was signed up to the web site and I said yes I logged on and the lady did the ordering I asked her if I pay on collection and she replied you have paid already by ordering on line she then told me I will get an email and they maybe there on sat or Friday so I went home very pleased I then checked my account and noticed that they where sending them by post I was not happy because I had been charged £3.50 for p+p also they said they would be delivered by the 5Th July well after a lot of emails it turns out I wont be getting one pair of trousers because apparently there system is not live and 24hrs behind and its not until they are picked to be dispatched that you no they are not in stock what a stupid idea well I Will think long and hard before letting staff do my order again also I will consider next time if you don't stock my size why do I have to chase my purchase in my dinner time to collect my order I will go to a clothes store who can be bothered to cater for my needs in store I was a very loyal customer and recommended you to a lot of friends but after numerous phone calls to customer services which all I got was sorry its the system well I'm lost for words I'm sat here now at 16:23PM and have been since 8AM this morning still awaiting delivery of the only pair of trousers available in my size in this day and age its a joke no wonder the high streets stores are sinking when they can't be bothered to up date there computer systems to fit in with the 21st century