I bought a celebration bouquet of flowers for my wife for Christmas, together with some perfume - which according to the Marks & Spencer web site would be delivered free.
They arrived, both on the same van at the same time, but with a £4.95 charge to deliver the tiny bottle of perfume. I complained to Marks & Spencer and a very offhand rep effectively told me to get lost, and refused to cancel the delivery charge.
The flowers were OK, not as nice as the illustration, but were not delivered in a "gift bag" as advertised, but in a cheap cardboard box.
Very disappointed with Marks & Spencer over this - no wonder they are going downhill again if this is how they act.
I ordered a Jacket, two trousers as a suit, plus 3 shirts. 7 day deliver was not particularly impressive, but sort of OK. What really brassed me off was the day before delivery, a full 6 days after the order, they did not have the exact shirts in stock, and were not restocing, so deleted off the order. Sent me an email, but I do not read my home email daily. Next day order arrives, no shirts. Nothing on the advice note, so we assumed it would follow. Checked the order tracker a few days later, shirts missing off the order - no note to say they had been deleted, only after ringing, did I find the email buried in amongst all the junk mail.
(1) when you take an order online - you should reserve stock and make sure it can be delivered.
(2) ensure order documentation shows changes from what was ordered.
It is a good thing all the suit parts arrived - if they had cancelled the trousers then I would have had a useless jacket.
M&S - the suit was good, the shopping experience rubbish - please sort out your systems to be as good as the products.
I tried to collect an item ordered in store at Fareham on the 28th December and having qued the woman behind the counter said I couldn't have it as the computer system was not on untill the following day even though the email I had recived and printed out gave all the details, and there was no notice out front of the store regarding restrictions on collection of orders only return of goods. Went back the next day gave my name to a younger female assistant who took two steps picked up the item handed it to me and that was it. Poor service day one and an unesscessary repeat visit day two.
I have shopped online with M&S a number of times now; buying items ranging from clothes to furniture. I have nothing but praise for them. Ordering is easy and you're kept well informed all the time leading up to delivery - useful when expecting a large piece of furniture. The M&S delivery drivers are friendly, helpful and courteous as well.
I have ordered a few items in the last month from furniture to clothing. They have been delivered promptly, within the timescale stated and the quality was better than expected. I have had compliments on all the items I've bought. Very happy with my shopping experience.
Purely my opinion but a lot of their produce is 'old man' clothing. None of their sizes or cuts really correspond with someone who is in the same state of health as the models they use to advertise. I was advised by an instore tailor and bought an expensive suit from them - since I have learnt more about suits I've learnt it was utter rubbish. Reasonable quality materials but terrible shape, not machine washable (according to the tags which were contrary to its advertised design principles) and just doesn't look right. A friend of mine got two suits for 2/3s of what I paid from Matallan.
Ordered on-line the festive feast, picked it up during an allotted time slot. What a fabulous dinner this was. So easy as everything was prepared, with absolutely gorgeous food. Top marks - M&S, definately doing this again next year!
There has been a steady decline in the standard of information given
on products on the M&S website. Poor colour descriptions, photos
that bear no resemblence to the product and often totally misleading
product details. Wrong fabrics, zips that should/or not be there.
Linings that should/or not be there. Style different to the photo.
As for the sizing this seems to be the subject of many bitter complaints.
When you e-mail with a complaint the answers frequently do not address the actual complaint and appear to be template in style.
Then ironically they send you an e-mail asking you to review their
response. Postage should be free above a certain amount as it is
I have ordered numerous items off the M&S website over the past few years and never had an issue. Stock levels & sizes are clearly listed and deliveries are prompt. The returns process also seems straightforward (albeit I have never used it)
Ordered 2 items of furniture with the deal they have at the moment - 30% off with certain items of furniture when you buy two items. So far certainly not disappointed - many items were under this offer. Looked in store, made a note and ordered when I got home - Saving was just over £700. Got phone call next day which happened to be a saturday to arrange delivery - Fantastic.
Always had great service hence why I have a credit card with them and get special discounts due to this.
Wouldn't usually be buying furniture but this week alone with furniture purchase and special discount for being a card holder I have saved over £800 and have almost finished my Christmas shopping :-)
How many times have I nearly shopped in M&S Food Department, then remembered that I don't have a bag, then thought I'm blowed if I'm going to get charged 5p for every one. I don't need M&S to tell me how well they are doing with their Corporate Social Responsibility policy, then take money off me which they give to some charity which is not of my choosing, no doubt with big M&S signs all over the presentation ceremony for maximum PR. Vomit-inducing.
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