Active discussions

Meet the Other Phone. A phone that grows with your child.

Meet the Other Phone.
A phone that grows with your child.

Buy now

Please or to access all these features

Talk
Chat

Join the discussion and chat with other Mumsnetters about everyday life, relationships and parenting.

Original poster

M&S would like me to change my review

100 replies

PostmanPatsBlackAndWhiteHat · 10/10/2021 14:59

Presumably they will ask me to edit it again if I leave another review that they don’t like but how am I supposed to edit this without mentioning shipping when it arrived broken into lots of pieces…?

M&S would like me to change my review
OP posts:
bruffin · 10/10/2021 16:03

@Viviennemary

I can see their point. On Amazon people give a bad review if the book is late or arrived damaged. But I want to know if the book is any good or not. I hope you got a refund. But if I read your review it would put me off ordering it online. Their packaging does leave a lot to be desired.
I had a review refused by amazon because it was about packaging and not the item.
Justbetweenus · 10/10/2021 16:06

I would also find it useful. Companies differentiate themselves by how they act when things go wrong. Knowing that the company is responsive and easy to deal with in the unlikely event something goes wrong (or not) is useful (especially if it’s not a household name). That said it’s reasonable to allow M&S a few more days to respond.

grey12 · 10/10/2021 16:06

I see their point, you keep talking just about customer service.

Say it was delivered and arrived broken. And just a quick line saying: "so far (no of days) customer service has been unhelpful"

Idontlike · 10/10/2021 16:10

They made me edit my review as they said I mentioned a competitor. I didn’t, I was saying the ‘next size’ and they highlighted it saying I was mentioning Next -crackers! But yes, your review gives me no clue about the product & it is a product review you are leaving.

whichiswitch · 10/10/2021 16:13

I think it is a helpful review. I wouldn't want to buy something that would arrive broken due to poor packaging and then have to waste my time trying to get a refund. They clearly just want you to go away so they can keep your money.

SherryPalmer · 10/10/2021 16:16

I think the review is helpful. The packaging is very relevant to the quality of the product. It’s not particularly helpful to know that the pot is quite nice if 9 out of 10 times it turns up broken because the packaging is shit. Four days to reply to a customer query is crap customer service from a major retailer.

If they’d prefer you could review it as “really disappointing. Don’t buy”. Nice and vague and doesn’t specify if you mean the pot, the packaging or the customer service.

Djifunrsn · 10/10/2021 16:16

Typical of today’s companies.
In the old days, the person reading that review would have actually solved the problem or passed it to someone who would solve it. These days, the answer is always “not my area” or “not correct category” so you have to try and make contact yet again. They hope you’ll just F off. No money back and no warning to others. Whilst it was a delivery/customer services problem, it’s likely they’re going to use the same packing for the next person who orders it so it is actually a relevant review IMO.

EastWestWhosBest · 10/10/2021 16:19

The review doesn’t help anyone else really.

Yourstupidityexhaustsme · 10/10/2021 16:22

I would post that screenshot to their social media pages.

How irritating for you. Marks' Customer Services are shocking.

My Mum missed a returns' date due to a lengthy stay in hospital with sepsis related complications and the man on the phone argued with her that she should have sent someone to get the refund on her behalf.

UnemotionalVelvet · 10/10/2021 16:26

Well, the OP's review would help me to know that there's not much point buying a pot that's likely to arrive broken, and is going to be a PITA to return. How's she supposed to know what the pot was like, anyway, unless she superglues it back together?

Coffeethrowtrampbitch · 10/10/2021 16:29

Leave a review elsewhere.

I paid for flowers for mil and m & s dumped them on her doorstep in the rain, ruining them as no one rang the bell although the house was occupied.

They deleted my honest review 'as it was about delivery and they outsource delivery'. They still charged me for delivery so it was their responsibility!

They obviously delete poor reviews as a matter of course and I'll simply never shop with them again, and tell everyone through word of mouth how poor their service is.

Nimello · 10/10/2021 16:29

@Yourstupidityexhaustsme

I would post that screenshot to their social media pages.

How irritating for you. Marks' Customer Services are shocking.

My Mum missed a returns' date due to a lengthy stay in hospital with sepsis related complications and the man on the phone argued with her that she should have sent someone to get the refund on her behalf.

I had that with Zara. I said I had been seriously ill in hospital and they also said I should have sent someone to obtain a refund. Yes, because my main priority was to ask someone to break into my house and package up some items which they may or may not have guessed correctly. And when it came to it, it was only a day after the published returns date. I will not bother with them again.
ejhhhhh · 10/10/2021 16:32

I'd be interested to know if pots were turning up broken due to poor packaging, it would be a factor in my decision to purchase so I'd find a review like yours useful. It's M&S fault if the packaging isn't up to the job, so I think it's reasonable to include that in a product review.

muddyford · 10/10/2021 16:40

I ordered plastic sleeves from Amazon for my homemade cards. Two hundred arrived loose in the envelope, so when I opened it they all slithered onto the floor. I mentioned this in my review and they wouldn't publish it.

AnneElliott · 10/10/2021 16:42

That is awful op - can yuu tweet them?

Not sure what M&S are doing these days. I used to work for them and the thing drummed into us was customer service.

WombatChocolate · 10/10/2021 16:44

I was once asked to change a review. It related to customer service and an item of furniture which was custom built being delayed by 3 weeks, with info only given the day before it was due to be dispatched.
Because of that, I had got rid of old furnit and was left with nothing to sit on for 3 weeks. My review stated that I appreciated the £50 delivery being refunded and liked the sofas but only mentioning the delay the day before delivery when they must have known a good while before this, wasn't acceptable.

They asked me to take down my comments about the delivery. I said I didn't want to as my comments held and were balanced....I had acknowledged the refund of delivery charge and the quality of the product. The CEO even rang me to discuss it. I was able to clearly explain what the issue was about information re delivery and he did understand but still wanted me to take the comment down. I refused and pointed out that customers rely on this feedback to form accurate views. I told him I was disappointed to be pressured into withdrawing the truth. What I had said wasn't inaccurate or unbalanced. I said he was trying to bully me.

My review is still online. And I would not buy from that firm again as they did try to bully me. If they hadn't, altHugh the poor service would have remained in my mind, the excellent product would have led me to buy from them again. But trying to censor honest and relevant reviews isn't acceptable.

artquejtion · 10/10/2021 16:46

I too think it is a helpful review, no good having a great product if you can't use it when it arrived due to poor packaging, it is their responsibility to get it to you in good order.

The fact their customer service is crap at resolving your issue is also relevant to your purchase of said product.

CallmeHendricks · 10/10/2021 16:51

What was the courier company? I've just had two major issues with M&S orders that were (or rather were not) delivered by Hermes.
Customer Services gave me a £10 voucher for the first one, but just shrugged for the second.

Bigassbeebuzzbuzz · 10/10/2021 16:54

I hate when companys do this. I try to reply asking why they dont want an honest review but I'm happy to change it to 1 star avoid like the plague without giving my reasons if that's what they want. I then get ignored Hmm

sussexman · 10/10/2021 16:55

I also think this is an excellent review, and the response of M&S is awful. I agree about engaging directly with them via Social Media. You could of course post another review just stating that the item they delivered was not as advertised and that customer services were unhelpful in their conversations with you. :)

FleasInMyKnees · 10/10/2021 16:57

I had a m&s potted plant delivered which was broken and then the replacement was also broken, I got a refund. Flowers I ordered for an elderly relatives birthday got delivered to the wrong address. I wont bother with them again, its safer to use a local florist.

HannaHanna · 10/10/2021 16:59

Change the review to indicate it was not what you expected, did not look like the photos and would not actually hold a plant at all since it came in more pieces that indicated in their description. “Planning to purchase a different one that does not require assembly.”

ie; describe it as it is now without indicating it was cracked to bits.

thatsnotmyzoo · 10/10/2021 16:59

What a load of drama over absolutely nothing

minimecantrollerskate · 10/10/2021 17:03

OP, you state that you can't get through on the phone, but persevere as they will be very helpful once you get through. They will pay the postage if they want the item back, but I think it unlikely they would want it back in that state. When they sent me an incorrect item, they provided a prepaid label to send that item back, when I ordered the replacement item.

longtompot · 10/10/2021 17:03

I think I'd want to know something like this if I was ordering it for delivery. I'd maybe reword it to say the plant and pot would be lovely if it had arrived with a suitable amount of packaging to prevent it from breaking, or words to that effect.

Swipe left for the next trending thread