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To be really narked at M&S

(29 Posts)
Bathsheba Tue 15-Sep-09 20:02:45

M&S had HORRIBLE girls clothes for a long time, and our local store had hardly any anyway..

However recently they have really turned themselves round and most of DD2's autumn and winter wardrobe has just been purchased from there.

There was 1 item that I couldn't get in my store in her size (they had 12-18 and 2-3 but I needed 3-4). This was in the new autumn/winter range, so a brand new item in the stores. No problem thought I, I can order the right size in, merrily took the dress up to the ordering desk and asked for it in a 3-4 to be ordered in for me.

Assistant taps on the computer, "Sorry, we only have it to order in 12-18 months".

I thought the whole point of the ordering system was that, if your store didn't have it in the size you were wanting, then they would get it in for you in that size. Apparently not now - they share the ordering system with internet ordering, and if its not available in that warehouse, they can't get it.

So can I get it sent in from another store - No, we can't do that, you can ring other stores and get them to reserve it for you,a nd get a friend or family member to go in and collect it for you...

Can I order it now so its sent when its back in stock - No, we can't back order it for you, you'll just need to keep trying every few days until its back in stock for you to order...

That SO did not used to be the system - the ordering process was put in place because they would find it in your size and get it for you, not have you, your friends and family running around the country or checking their ordering system every couple of days....

I was told that they can order 98% of things in, in the size you want for store collection....however as I was trying to order this dress for DD2, my Mum was at the next assistant trying to order a skirt for herself, and getting exactly the same conversation..."None in your size, keep trying every few days... or get someone to go into another store for it...."...

So not 98% of things in our very small sample of 2...0% of things....and the woman behind us had exactly the same (she told us on the escalator)...so 0% of 3 things available.

I'm pg, I'm emotional, so this had me absolutely fizzing...!!!

I'm so narked at them - the whole point of M&S is they have quality things and great service and you pay extra for it...now they had quality things, but no great serivce at all - I can get that type of service at Primark..

Bathsheba Tue 15-Sep-09 20:04:27

It was this dress

southeastastra Tue 15-Sep-09 20:10:38

oh no that's annoying, i'm sure my dad uses that system when buying his yearly shoes. he's so picky they usually have to come from another branch miles away.

do you want people to look in their local branch for it?

Bathsheba Tue 15-Sep-09 20:18:00

Hi Southeastastra

At the moment, when its in their brand new range, I'm sure it will soon be back in stock so I don't think the collective might of MN descending on their local M&S is quite needed (if I don't have it by November I'll be asking though...).

Apparently they have recently changed the system and your dad won't be able to get his shoes from another branch. He can phone another branch and get the item reserved for him there for himself, or someone else to go in and pick up though...M&S themselves won't arrange for an item to be transferred between branches.

I've emailed customer services to let them know that I'm fizzing at the new ordering system which seems completely pointless.

southeastastra Tue 15-Sep-09 20:51:47

blimey will have to tell my dad, he'll go in there fuming, he loves an argument atm

onepieceoflollipop Tue 15-Sep-09 20:55:17

btw the dress is gorgeous, and very modestly priced. Might try and get one for my dd2 (not in the size you need though!)

claricebeansmum Tue 15-Sep-09 20:57:46

That's bonkers.
That's the whole point of M&S and them being a chain.
Next is the same - their stock control system is almost non existent.

It is very frustrating as a customer with money in your hand to give them and they can't be bothered to sell you something.

nannymcphee Tue 15-Sep-09 21:02:48

I've ripped up my M&S credit card, I'm so p*ed off with them. I ordered 2 swimsuits for my 2 daughters online, as had none in local store, and of course you can't order instore! Swimsuits arrived and were too small - I phoned and asked if I could exchange for a different size - "no madam, you will have to return them and then re-order the different size", with me paying the delivery charge twice!

I also was unable to use a M&S gift card online - sooooooo cross. I was straight down to Next where they had great swimwear!

Feel better now that's off my chest grin

Waswondering Tue 15-Sep-09 21:09:51

Gorgeous dress - like both their stripy ones! Also looking for dresses for dd (3-4) and was wanting something that was really easy to wear ... like it a lot! smile

Eddas Tue 15-Sep-09 21:16:28

that dress is lovely, i'm hoping they do it in 5-6 for ddhmm

whingeomatic Tue 15-Sep-09 21:23:14

My M & S whinge is that they accept Solo debit cards in store, but not online so you are buggered if the store refer you to the website...

(fab dress btw, would look lovely on my 1yo grin unless I can only get it online...or not)

JustAnotherManicMummy Tue 15-Sep-09 21:29:16

Can I join in please? I have spent all day waiting for my "named day" delivery to arrive... and it hasn't.

I also HATE all their horrible boys clothes for DS which are covered in Thomas the Tank Enginer or other hideous tat. Yuk!

angry

<And breathe...>

Bathsheba Tue 15-Sep-09 21:30:51

Hi Eddas

They do do it in a 5-6 as its in their "up to 6" range...but good luck finding it...!!!!!

I've emailed them with my peeve - lets see if they come back with anything...(even a date as to when they might have any stock would be good...)

Whingeomatic - 12-18 months is the available size, so your DD might be lucky..!

EightiesChick Tue 15-Sep-09 21:38:40

Was really annoyed with them when pregnant because the store where I live (a major city) didn't stock maternity gear, and another store not too far from me, which is (or was then) the second biggest in the country, I think, had such a small selection it was pointless. I was told I could buy it all online - well yes but I wanted to try stuff on as was not at all sure what the fit would be like! They seem to have decided that going to any effort is for mugs and the customer can do all that themselves, thank you very much.

YANBU

EightiesChick Tue 15-Sep-09 21:40:43

Oh, and I emailed them to complain and got a stupid reply that completely misunderstood what I was complaining about from a customer services monkey, paid peanuts no doubt. So I wouldn't hold your breath that anyone will take any notice. angry

IdrisTheDragon Tue 15-Sep-09 21:49:17

I emailed them recently as I was considering buying online when I saw that you could collect (for free) from a store fairly nearby. When I tried to click the relevant boxes it wouldn't let me.

So I queried this and got a standard reply saying that you couldn't have it delivered to that store. I replied that it was on their list. Finally they listened and said that was a mistake (wonder if they have removed it now).

vbusymum1 Tue 15-Sep-09 21:49:18

nannymcphee - I don't know it schoolwear is different but I ordered some online and needed to exchange for a different size and had no problem at all and I'd even left my receipt at home. It was no problem at all - just a straight exchange and a quick check of the website shows this

IdrisTheDragon Tue 15-Sep-09 21:52:14

Have looked and it has been removed. So maybe they are listening a little bit.

scaryteacher Tue 15-Sep-09 21:52:50

I've ripped up my card as they put the interest rate up; they don't deliver BFPO as they promise on their website, and they don't have navy tights apart from opaques.

I am distinctly underwhelmed by them at the moment.

Bathsheba Thu 17-Sep-09 12:31:58

Well...M&S haven't replied to my email unfortunately, and the item hasn't miraculously appeared available in any other sizes in the last few days.

There is a new system on the website where you can submit reviews of items - I have submitted a review saying basically I'd love to review this item but unfortunately the ordering system won;t allow me tog et my hands on it..!

I have discovered that this is actually a new ordering system that is only being trialled in a few stores (but it seems all the stores in Scotland) - the system whereby they use the same stock as the online ordering. The old system which seemed to work a lot better is still in place in a large part of the UK, until they roll out the rubbish new system nationwide. (Basically the new system is internet ordering but, like you can do at Next, you can get it delivered to the store for free rather than paying the P&P to get a home delivery).

I doubt my review of the item will be published online, but I would like to see if that hastens the reply to my original email.

onepieceoflollipop Thu 17-Sep-09 16:47:42

Bathsheba sorry to hear of your ongoing problems. The reason I have come back to the thread is to share some good (I hope) news!

I bought those dresses in the "right" sizes for my girls - i.e. age 2-3 for my just 2 year old, and age 5-6 for my almost 6 year old.

I ummed and aahed in the shop over the sizing. The 2-3 was massive on my youngest dd, so I tried to swap for an 18-24 in a different shop - no luck. Anyway I held two sizes up together, i.e. 12-18 and 2-3 and there was very little difference.

I just wanted to mention this in case you hadn't tried any of them on your dd. Unless she is very tall etc then may well be worth trying the 2-3. My older dd has a little bit of a tummy but the 4-5 had plenty of room. If anything it's too long as I was going to put leggings underneath (I still will)

hth

Bathsheba Thu 17-Sep-09 16:55:20

Oh thank you onepiece...

She is quite dinky....she has just turned 3 2 weeks ago and certainly 2-3 is the correct size of trousers for her (we are NOT a tall family) although I have been buying 3-4 in tshirts and cardis for her for the winter...

I'll see if we are in town at the weekend, if we are I'll have another look at the 2-3 (if they have that one left...)

Thanks loads

onepieceoflollipop Thu 17-Sep-09 17:55:27



Also thank you for the link in the first place. As soon as I saw the pictures I was taken with them. Occasionally I get the girls matching dresses - dd1 likes the same as dd2. I know that's not always "approved of" on mnet. wink

MrsSchadenfreude Thu 17-Sep-09 18:08:41

Scaryteacher - I had one of their "customer service" women saying to me, when I was having a lengthy conversation about BFPO "We can't deliver to a Post Office, like." The more I tried to explain what BFPO was, she just kept repeating, louder and louder, that they couldn't deliver to a Post Office, like, and why couldn't I have it delivered to my house, like? I hung up on her and emailed a complaint which was never answered.

Jumente Thu 17-Sep-09 18:17:41

M&S are rubbisher than even I expected. It makes me furious.

Two examples. Two years ago I ordered a mattress, then shortly after cancelled the order online, we are talking about an hour later. It said cancelled, not despatched etc etc. The mattress turned up at my house, and some delivery person dumped it against the wall when I was OUT hmm for any fecker to drag away. I had to give this thing house room (double mattress) for 2 weeks before they got it together to collect the bloody thing. Then what did they do? Deliver it AGAIN!!! This happened, how many times? Four times. I was at boiling point and the amount it cost me in phone calls, I could have kept the bloody thing and spent the dosh on that.

Then 10 days ago I ordered some school stuff on 'specified day delivery' - email arrives, sorry, out of stock, we'll deliver in 3-5 days. Right. So I got a despatch email 4 days later, nothing turns up - i rang yesterday and it only bloody defaulted back to my old address, so after a sleepless night, because they have NO TRACKING and it could be anywhere...I ring the sorting office and it has been sat there for Gawd knows how long.

M&S were SPECTACULAR in their failure to help. The people were friendly and we had a good long think about what might have happened, but could they help? Could they f*ck. 'Sorry - you'll have to go round and see if they have had a card at your old address. RM might send it back to us if nobody has taken it' hmm

GRRRRRRRRRRRRRRRRR
Oh I hate them.

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