M&S Delivery - why is it so rubbish?

[stringbean]

Not sure if S&B is the right place to post this, but wondered if others had had similar issues with M&S delivery. I ordered some things for the dcs (pyjamas) on Nov 28th; realised at the weekend they hadn't arrived, so checked my email. Turned out they were not due for delivery until Dec 8th, despite being indicated on website as in stock at time of order. Got an email on Wed 7th saying they would be delivered on the 8th and I would be notified of a 1 hour delivery slot in the morning. Since then, I've not received a thing - no email, no text, nothing - and no delivery.

Why is their delivery so crap? It's not as if these items are being shipped from abroad. I don't understand why it should take nearly 10 days from order until they even pick the items for shipment. No wonder they're going downhill - I can't think of anywhere else I've ordered from that has such a crap service.

[MadisonAvenue]

I haven't had a problem with delays but then I selected for the orders to be delivered to my local food hall, BUT a box marked with fragile tape all over it had a dirty big dent of a footprint in it. A week on and I'm still waiting to hear back on that! Thankfully the item (a lovely glass lantern for my Mom) was undamaged but I thought I'd put a complaint in all the same!

[stringbean]

Just spent 15 mins on phone to M&S trying to find out what's happened. Turns out the items were never sent - despite receiving an email saying they were sent on the 7th - because they're all out of stock! They are completely useless - won't bother using them again.

[CointreauVersial]

I've not had any problems, but I tend to order for in-store collection (because it's free).

[johendy]

I've had this from them too. I'd rather them just email early and say the item is out off stock and I'll be refunded, rather than lead me on with lies. Very poor

[Clayhead]

I've also had this with them (being told order has been dispatched to store then going there to find it hasn't and never existed due to them being out of stock) and it's SO frustrating.

I tried complaining a couple of times but nothing changed.

I use Next now.

[ilovecherries]

I had a headbang moment in there this afternoon. Ordered some Stila makeup to collect. Two lipsticks, foundation and blusher packaged in something the size of a shoe box for boots. So I moved to the side to unpack the box into my bag, and realised that one of the lipsticks was nowhere near the colour I expected, so took it with the packaging straight back into the queue. Tried to refuse a refund as the item didn't have a security seal. I'm reminding her that she literally only handed it to me two minutes earlier, that I'd never left the area, and that if it didn't have a security seal, that was because it had never had one - all I had done was open the plain brown box and lift out the metres of bubble wrap. Supervisors got involved and eventually they agreed to a refund 'this time, as a goodwill gesture'. They just wouldn't acknowledge that they'd sent me an item without a security seal.

[maggiethemagpie]

Haven't had problems with delivery, but i was well impressed when I got a free gift with my order, a christmas food box, and when I took the order back (a coat, did not fit) I got to keep the gift. So I essentially got it for free!