Just that really. Always have been loyal for both food and basic clothing for 20+ years. Yes their fashion has deteriorated but I always rated their selection and customer services...until last week.
Placed an order for £250+ on Thursday. Realised that it automatically was showing as for delivery to my old address (moved 6 weeks ago), so checked on line and it advised to contact them within 30 mins and amendments could be made. I contacted them within 5 minutes and spoke with the most unhelpful and rude assistant I have ever encountered. 50 minutes on the phone and she was unable to assist me (probably because she was so inefficient that she missed the 30min amendment slot. She spoke down to me and talked over me. She placed me on hold multiple times, despite me saying that I would call back. I eventually terminated the call as I had to get children to bed and she immediately called me back and placed me on hold. I was given assurance that someone would contact me the following today to confirm if amendments had occurred. No one contacted me.
I emailed M+S to complain about the attitude I had encountered, received an automatic response to say someone would reply within 48 hours and guess what... 96 hours later and no reply.
I called M+S again this morning after I got a delivery notice from DHL to advise my parcel would be delivered today to....my old address. The man on the phone was at least pleasant and he contacted DHL directly and came back to say that he had arranged for the parcel to come to my new address. 15.30 comes and I get an email to say my parcel has been delivered and I have signed for it....I HAVE NOT RECEIVED IT AND HAVE NOT SGNED FOR IT.... at this point I am losing the will to live.
Phone M+S again and get another incompetent customer service agent (who was reasonably pleasant) who could not explain what had happened or why I had not been contacted, just kept saying "you placed your order as standard delivery so we have up to 5 days to deliver it" I am literally banging my head on a bring wall.
AIBU to swear never to cross the threshold of M+S again and warn all mumsnetters that this once British cornerstone of shopping has went to the wall and is now to be avoided???
Rant over!!!
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Marks and Sparks shocking customer service
108 replies
taz29duffy · 14/10/2019 16:35
OP posts:
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