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M&S - Worst Online Service Ever!

(24 Posts)
wools Thu 23-Aug-07 19:08:52

Is it just me or has anybody else experienced appalling service using Marks &
Spencer online. I have nothing against the stores - in fact the staff are always extremely courteous(sp?) and helpful but I have had nothing but trouble with any order I've ever placed online and customer services are just hopeless. Just wondered what other mumsnetters experiences were like?

Loshad Thu 23-Aug-07 19:09:49

mine's always been good - speedy delivery and easy returns.

Fimbo Thu 23-Aug-07 19:10:38

I put things in the basket and then it cuts out half way through. Tbh I have given up and if I need to order something just do it in store now, you don't have to pay delivery charges either

wools Thu 23-Aug-07 19:11:03

Wish I could say the same Loshad, thanks for replying.

TheArmadillo Thu 23-Aug-07 19:11:07

never had problems online (only ordered once) but have problems (won't buy children's toys from there anymore) with the stores and the staff (though have had one or two good experiences).

wools Thu 23-Aug-07 19:11:52

Yes agree Fimbo - shan't be using online from now on.

Wheelybug Thu 23-Aug-07 19:15:12

dd had chicken pox just before we were due to go on hols and I was desperate for some basics so did a biggish online shop at m&s. I got an email saying they couldn't deliver it as planned but no reason why but that they would send it when they could. I rang them and said it was no use unless it arrived by the friday so they said, no probs we'll send it to get to you tomorrow. It didn't turn up. I rang again and they refunded me and then I kicked up a bit of a fuss and got a £20 credit. Was v. annoyed.

Have just used them again (using the £20 credit) and it was fine.

Sidge Thu 23-Aug-07 21:38:41

Oh god I found them absolutely pants!!

I ordered a load of stuff before Christmas - about the 22nd of November IIRC. They said delivery would be 2 weeks. No probs, as I needed the stuff for 15th December to take up North for Christmas pressies.

I didn't receive it for over 3 weeks, they never notified me of the delays, and I spent 4 days on the phone chasing it up. I ended up telling them if it wasn't with me by the 14th they could cancel the order as it was no use to me after that. They said I couldn't cancel as it had left their warehouse and was in transit!! They also said delays were inevitable as they were very busy as it was near Christmas. I told them they should employ more staff then, and if Next could deliver within 48 hours why couldn't they?

Finally got it on the afternoon of the 14th. And some of the contents were wrong.

Never again.

MadLabOwner Thu 23-Aug-07 21:41:13

Likewise - ordered lots of things in the sale, got some within 48 hours, some of the rest 2 two weeks later and a note saying they couldn't supply the rest of my order! Agree with Sidge - if Next can do this why can't M&S?

TheDuchess Thu 23-Aug-07 21:55:21

I waited four months for a pair of trousers. Cancelled them, complained about the delay and got a £15 credit. The trousers turned up anyway.

I must say that this is an isolated case. I've ordered lots of things from m and s and have had good experiences.

The models make the clothes look shite though.

tracyk Fri 24-Aug-07 10:35:42

I ordered 4 things a couple of weeks ago to get the free delivery option. On tracking my order on the 31st July it said delivery due 31st July - BUT status said not despatched.
Phoned them a couple of days later and they said 'oh yeah - 2 of your items are discontinued/out of stock - it must have made your order get stuck!' No apologies or anything - I'd still be waiting if I hadn't called them!
So I won't be ordering again thats for sure.

Kbear Fri 24-Aug-07 10:40:10

I made an order in April for summer school uniform. Some arrived some didn't. I returned some to the store and got a refund. I have had an email from them every week since saying your order will be despatched (whole order) on such and such a date. Nothing else ever arrived. I got a refund for the stuff that never arrived.

Yesterday had an email saying my order is now in stock and they had tried to debit my card again although I had already paid once but it was refused (have changed from Woolwich to Barclays so that will be why) - thankfully because we've just been away and there is no money in that account now and I would have had bank charges.

Called them up (cross) to ask why an order placed in April would suddenly appear in August. They didn't know. I have cancelled it again.

I will never order from them again. What a hassle.

JackieNo Fri 24-Aug-07 10:51:06

I ordered a load of things from them a while ago, and noticed that although they all said on the initial web page (with the details of the item) that it was in stock, once I'd actually ordered, several of them said they would be delivered in a year's time. Phoned them about this, and they said that this was their way of saying they were out of stock (why it just couldn't say out of stock I don't know). And the girl I spoke to was very helpful, checking what was actually instock and what wasn't, so I was expecting to get a much smaller order. And when it arrived, it was all there (even the items that were 'out of stock'). Very strange, decidedly annoying, and rather crap, I thought.

wools Fri 24-Aug-07 12:01:58

Thanks for sharing ladies. It's good to know I'm not the only one. I won't be using them again for sure. I have to say I'm really surprised at how bad they are.
Their problem though as I'm sure they lose a lot of business.

Dropdeadfred Fri 24-Aug-07 12:03:59

I always use their online service for ordering the girls' uniforms and they've always been great...

MuffinMclay Fri 24-Aug-07 14:01:44

I've had no problem ordering stuff online. I do it all the time, and always get it within 48 hours even with the free delivery option.

However, I emailed a few days to complain about their online maternity range (no small length trousers online, even though stores stock them, but I'm not within easy reach of a store that stocks them), and haven't heard anything back. They claim to reply to all web queries within 24 hours.

cylon Fri 24-Aug-07 16:05:08

i've found there online service to be less than the best.
delivery always takes forever. absolutely forever.
however, the stuff is good quality, easy to return, just take tit to the shops. geting a refund is dead easy. etc etc etc.
next on the other hand, have great delivery. b ut are really really annoying and want you to open a credit account with them. why?????????????

bearsmom Sat 25-Aug-07 10:17:25

I've ordered on-line from them a couple of times and wouldn't do so again unless I was desperate. Their delivery is incredibly slow and both times I've ordered things and then had a subsequent email to say "sorry, one of your items not in stock after all". The last time was for a school uniform order where it was 3 for 2 but because one of the items turned out not to be in stock I didn't get the discount. How can such a large and well-established retail chain have such a useless on-line ordering system? Having said that, they're loads better than John Lewis Direct, who are, IME, completely dire (and really rude into the bargain) but that's another story!

Wuxiapian Sat 25-Aug-07 18:13:04

I've ordered many things online from M&S and have never had any problems. Always receive items within 48 hours, too.

Kbear Sat 01-Sep-07 17:46:20

I received £15 M&S vouchers in the post yesterday after having moan about their appalling online service. grin

Idreamofdaleks Sat 01-Sep-07 18:32:55

I have given up on M&S online - it is more trouble than its worth

Hurlyburly Sat 01-Sep-07 18:35:21

Why not give up on M and S?

Thinking the unthinkable here.

jumpyjan Sun 02-Sep-07 10:06:10

Agree - I have had terrible service from M&S online on more than once occassion.

M&S travel insurance was a nightmare aswell.

Def going to avoid from now on.

The worst is when you order something online from their sale items - you can almost guarantee it will be sold out but it shows as in stock and takes about a month for them to confirm that it actually has sold out - soooo annoying.

nangnangnang Tue 18-Sep-07 10:34:47

sorry to revive old thread but have to get this off my chest - ordered some stuff last week which said usually despatches within one day. I checked my confirmation email this morning when nothing had arrived and it said estimated arrival 12-16 october.

rubbish rubbish rubbish. never going there again.

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