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
I ordered a Skater Dress and Swimsuit online last Monday and have to say what a simple and efficient process it was.
I chose to pick it up on the Saturday from Eastbourne store because i was going to be down that way.
All through the process i was kept informed via email , when order was dispatched, when it arrived in store and when it was ready to be collected..
Once i arrived in store i headed to collection point and gave the assistant my name.
She went out back , came back with parcel ,asked my address then handed it over and that was that.. Simple...
I will use this service again.
their credit card used outsourced morons who cancelled my pruschase of a camera with John Lewis for absolutely no reason whatsoever.... a total joke and wrecked a situation where I needed a camera in a hurry, Muppets..... once a great company, now a total joke.....
This is the second bouquet of flowers which were unsatisfactory and the last purchase of flowers I will make from M&S.
You should all know that these wonderfully pictured flowers will arrive in a rectangular brown cardboard box with various labels attached to it. Inside, flowers without water or any kind of moisture, wrapped in cellophane and strapped to the back of the box.
Zero marks for presentation.
My flowers were disgusting. I wish another word could describe them. They were dry, closed or dead. No one in their right mind could send out or sell such flowers.
I was given a refund immediately. Thank you for wasting my time. No apology. No explanation. I had to take a few hours of work to go to a local florist who wrapped up some beautiful flowers.
M&S will never let me show you a picture of their flowers but if you could see it, you wouldn't buy from them.
Ever tried posting a negative review on M&S website? I have, twice, and guess what? None of them were accepted! After submitting a review, I got an email referring me to their terms and conditions for posting so I tried but interestingly, the link to their website guidelines is broken. So how are you supposed to read them? Notwithstanding, I submitted a reworded review that in no way should contravene any reputable websites guidelines for posting a review however, my review was still rejected. Is it just coincidence that any negative reviews on M&S website are all old and why can't their website moderator give a precise reason for refusal. I suspect the obvious but maybe I'm too cynical!
Carolyn McV found this review useful
Ordered rose trough for my mum for Mothers day, never turned up. Luckily i was spending the day with her as she lives 130 miles away, if i hadnt she would have spent the whole day believing i hadnt bought her anything, I finally rang M & S at 7pm to be told the flowers were sent to wrong depot, but they hadnt bothered ringing to tell me this so i'd know and could have got something else for my mum. Was promised delivery for Monday and told to ring for compensation for missed Mothers day, rang monday afternoon to be told they werent out for delivery then either! Told i could get them for Tues, i argued they'd now be half dead when they arrived. Lady tried to place reorder but item was no longer available. Ended up fully refunding me and sending an alternative flower arrangement to my mum which arrived the next day. She did love them but the whole service, total lack of communication and disregard for the fact they had effectively ruined Mothers day for me did not redemm them much. A simple call to say they flowers would not be delivered would not have been hard. Did appreciate the lady who helped me and sorted the refund and new order but i would not use them again for flowers for an important occasion.
Carolyn McV found this review useful
Firstly I would never normally use Mark & Spencer as all it's products are so massively overpriced it's a joke. One relative bought 12 crackers for Christmas at £15 and the quality were worse than pound shop ones with contents you wouldn't expect from a Kinder Surprise egg.
However back to my review, upon joining Sky I was given a £25 gift voucher so made a purchase from them online. Completed my purchase totaling £29 paying with the £25 gift voucher then the website says I need to pay the remaining balance £4 by an alternative method. I put in my Mastercard and the transaction completes.
They claim to charge the payment methods at the time of dispatch so the following day I get an email detailing the order but said the full £29 was taken from my card and no mention of the gift voucher.
I telephone the customer service number who to be fair answered very quickly but after passing the security questions and providing them with my concerns the agent said yes we know we have the problem all the time!
Why allow the problem to happen if you are aware of it? Presumably to see if they can get away with keeping the money from the gift voucher? Luckily as the voucher had been sent by email rather than a physical cardboard / plastic one you would buy as a gift I still had the details where as if it had been a physical one I would have thrown it away after cleaning out the balance.
When I questioned the response from M&S agent she was not worried and simply asked if there was anything else she could help with.
I am surprised people still use Marks & Spencer, it's just a shame they won't miss my custom as I never shopped there in the first place as I could always see they were more interested in shareholders than customers.
Carolyn McV found this review useful
Concerning my recent visit to your store in La Canada, Marbella I was returning a sports bra as it turned out to be the wrong size for me. It was still on a hanger with original labels attached and in an M&S bag. As I had recently been travelling to other countries on business the said returns were just over 30 days. I was informed at the store that they could not exchange the goods as they were over 30 days since purchase. After a continued exchange of words for some 10 minutes in the store with first the assistant and then the manager no one was prepared to help me. The response from head office in London was "this is a franchise operation, therefore we have no say in the way they operate". Seems more like they don't care but a major flaw as there name is somewhat marred now.
In light of the market conditions I can somehow understand some companies lagging in customer service and may be this is just another example of what happens when a total lack of customer care is shown. Thankfully there are a number of alternative companies in the market place that sufficiently meet my needs in both food and clothes here on. Waitrose :)
I buy a lot of clothes and food from Marks and Spencers .. NO MORE!! i wore it once and noticed the sleevs are tooshort, almost as though the heat from me makes them shorter !. hey REFUSED to give me a refund and said I must have long arms !. The customer service mamager could not even be bothered to come and speak with me even though I asked twice and wanted to show it on me. This is the Exeter store .. I will never shop again and i spend over £300.00 a month in the shop . They obviosuly can afford to lose valuable customers in this economic climate !
Carolyn McV found this review useful
Although we live in Spain we still continue to use this company for the basics we don't want to live without. The site is easily navigated and product is of a good quality. The drawback however was the long length of time it took from the order being placed to dispatch, hence the 3 stars. We will use the site again but maybe next time we will order before the holes appear in socks!
The online customer service system seems set up to thwart any efficient dialogue with a M&S employee.
After a week of fruitless exchanges I gave up hope of resolving the issue. Short term win for M&S maybe but a long term loss.
Carolyn McV found this review useful
Thank god for M&S Shopping online! From France, I can now order abroad, and I even managed to place an Xmas order to New Zealand for my parents with a free shipping offer! Perfect! Kept up-to-date with various emails during the shipment process. Shame about no free returns internationally, or in Europe at least.
Why can't other companies follow Marks and Spencers and John Lewis? They don't always get it right and do make mistakes. However, they have fabulous customer service, admit and correct their mistakes and importantly, don't just say 'sorry' and leave it at that. They make amends to the customer. Other companies should look to these two firms, in particular, as "best practice" and they are the benchmark to follow with the products/services they provide to the customer. Virgin Media, in particular please take note!
We splashed out on an expensive cream chenille suite with M&S only to discover that ink on their stitched-in care labels had permanently marked the fabric and that it was not really suitable for sitting on wearing anything other than clothes of the same colour. This clearly did not seem to be fit for purpose and had a built-in manufacturing fault. However it took 7 months to get any reply at all to our complaint (letters, emails phone calls - nothing) and only then by writing to the Chairman, but no liability was accepted. We ultimately had to involve the Furniture Ombudsman who was also given the run around by Marks.
Only when they had found in our favour did we get an appropriate response...some 14 months after the initial purchase. [We were initially offered replacement cushions - but they discovered that they had, for some reason, discontinued that particular fabric!]
Thereafter the customer services person we dealt with was exemplary and we cannot praise her highly enough. If only that had been their initial response. Deeply disappointed in a company that has previously been a by-word for customer service and quality products.
It hardly reflects their commitment to: 'doing the right thing by our customers' does it?
From my first pair of American Tan tights (when my mother let me stop wearing ankle socks) through to the outfit for my grandaughter's wedding. You had a little dip a few years ago, but you are back on form. Keep it coming!
Bought a suit from here, was amazing, great value and i prefered it to what was offered in Boss and other major suit makers.
The shirts however were terrible quality, every white shirt (tried 5) had yellow botches soemwhere on them. According to a friend he has had a similar experiance with MS clothes quality dropping as time progresses, and their not cheap either! MS really needs to get control of quality, as it doesnt seem to know what it wants to be right now. Primark is cheaper, debenhams offers vastly better quality (for a similar price) so where does MS fit into the equation?
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