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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…?

OP posts:

EffOrf · 10/10/2021 17:05

I had a few broken things from Next, caused by poor packaging and I doubt the courier, Hermes took much care, one was a £80 vase that was just put in a box with a small piece of packing paper, and 2 sets of La Rochere glass bowls, yes 2 sets, first set sent to my house broken so ordered second set to store as it would then go on the Next van not Hermes and they got broken. I rang Next to complain about poor packaging, it's not just M&S.

You can return through Hermes OP, have you got a pick up point near you.

onelittlefrog · 10/10/2021 17:06

Honeslty, it is annoying when people give a product a bad review but it's actually the delivery they are reviewing.

If you have a delivery issue you need to take it up with the courier and directly with M&S but it's not to do with the actual product.

Rainbows89 · 10/10/2021 17:07

I also think this is a helpful review.

I posted a review to Sephora for a Coffee scrub which I had an allergic reaction to. I was polite and said that I did actually like the scrub BUT it brought me out in a bad rash for 5 days! So I suggested that people test a small patch in advance.

They did refund me the product. Anyway I have it one star because I do not have very sensitive skin so I was surprised and thought others should be aware.

They didn’t post my review!

Rainbows89 · 10/10/2021 17:08

If I’m buying something online, how it is packaged and delivered is really relevant!!

onelittlefrog · 10/10/2021 17:09

@PostmanPatsBlackAndWhiteHat

It annoys me when people leave 1 star on Amazon because the book was damaged or arrived late but you can at least read it or comment on the content, this is unusable, think 6+ pieces of pot, so how do they expect me to leave a review without commenting on it being broken! Anyway, thanks for the responses all, I did really just want a rant, as it looks like I am going to have to wave goodbye to my £19.50, as they are currently uncontactable…

Obviously if it's broken on arrival then you contact the company for a refund/ replacement.

You don't leave a review at all, because you haven't actually experienced the product as intended.

This just seems like a load of fuss about something very insignificant, obviously as soon as you get through to them they are going to refund you or get a replacement for you.

Notmoresugar · 10/10/2021 17:10

Pointless post and pointless review.

EffOrf · 10/10/2021 17:14

Places like M&S and Next do not pack that well, I would say they are very similar so I am not surprised by OPs experience, John Lewis is much better and places that sell lots of breakable stuff, often independent shops usually pack very well. Sometimes things like this are on Trustpilot reviews as you can review the whole experience.

nancywhitehead · 10/10/2021 17:14

@Rainbows89

If I’m buying something online, how it is packaged and delivered is really relevant!!

It skews the ratings if you review the delivery instead of the product.

Some people click and collect or choose a different delivery method. If they're looking at star ratings on products, they might ignore something that only gets 2 or 3 stars, but actually all the low reviews are to do with delivery, not the product itself.

So then people miss out on a product that actually is great quality and fit for purpose.

If you have delivery issues you just contact the company or the courier to sort it out. Reviews are for the product itself.

EffOrf · 10/10/2021 17:17

Trustpilot or similar is where you would probably review this, OP or their Facebook page

Cruel · 10/10/2021 17:19

M&S are correct, I don't care that it arrived damaged, as this is an issue with their warehouse. What I want to know is how the product looks/ works.

M&S will collect the item from you, free of charge, so no you won't be out of pocket. Have you emailed them to see how they will rectify the situation for you? If not you need to email them detailing the issue and photos clearly showing the damaged item. If the damage is that bad they may not ask you to send it back and automatically send a replacement out.

If you really want to leave a review detailing your experience, then you need to go to Trustpilot.

Maybe you shouldn't shop on the internet.

ittakes2 · 10/10/2021 17:23

I think you want to name and shame M&S and you’ve done that. Not sure if it’s going to stop people buying from M&S though.

Lunaduckdrop · 10/10/2021 17:24

The total price you paid includes delivery. They are responsible for ensuring that your good arrives in good condition whether they outsource that delivery or not. Your contract is with them. They owe you a full refund and now an apology as well. Getting this is separate from doing the review however. It will be through customer services or "regunds". BUT I'd be giving them a rubbish review on any sites I can - the public need to know that this is how they treat their customers.

ittakes2 · 10/10/2021 17:24

Hermes will collect from you for free so just do that!

HoneyDewMel · 10/10/2021 17:25

I agree that your review has nothing to do with the item itself so is irrelevant and pointless

Stovetopespresso · 10/10/2021 17:28

@onelittlefrog

Honeslty, it is annoying when people give a product a bad review but it's actually the delivery they are reviewing.

If you have a delivery issue you need to take it up with the courier and directly with M&S but it's not to do with the actual product.

I disagree, your contract as a consumer is with the original retailer, i.e. M&S. The retailer chooses their courier, not you, the retailer is the one fulfilling a commitment to you, not Hermes or whoever (the courier is fulfilling its contact to M&S). sorry if seems complicated?

CallmeHendricks · 10/10/2021 17:28

Hermes are completely shit (in my opinion).
I advised M&S to review their contract with them, as they were tarnishing their previously good reputation. They ignored me and didn't respond.

Stovetopespresso · 10/10/2021 17:28

@Lunaduckdrop cross post!

PuppyMonkey · 10/10/2021 17:29

I don’t understand this. What are you supposed to put in your review? Lovely pot, excellent quality apart from arriving smashed into a thousand pieces.

CallmeHendricks · 10/10/2021 17:33

Ricekake · 10/10/2021 17:39

M&S customer service is crap, I would never bother shopping with them again. I think the fact it arrived broken is a review of the rubbish quality of the product and the poor delivery processes they have in place, so I think it's fair. The comments on the customer service on the whole I can see why they aren't keen on in relation to a specific product, unfortunately.

pinkhampoppy · 10/10/2021 17:46

It's a valid review, especially as the OP said there are other reviews with that same problem. And as a PP had said, the consumer's contract is with M&S and not with them courier. What is the OP meant to do? Leave a review on an item that doesn't resemble what she bought then leave a separate review about poor delivery with the courier?

SunshineCake1 · 10/10/2021 17:54

@Lazypuppy

But that isn't a useful review to anyone else wanting to buy the pot so i can kind of see their point.

It is useful. It lets people know they don't know how to pack goods so they get smashed in transit. It also lets us know the shop don't reply when they say they will and want to hide the lack of good packing skills.

Whoopy1 · 10/10/2021 18:02

I too, think this is a helpful review. It doesn’t matter how good or bad an item is, if it arrives in bits due to poor packaging, it’s not fit for purpose. What is the op supposed to say……lovely item, very happy to receive it in 6 pieces instead of 1! The item arrived broken, the Customer Service is very poor (if they state they will be in touch within 48 hours, they should be in touch within 48 hours. If they can’t do that, they should change their policy to reflect how long it will actually take to respond).

I personally think that it is ridiculous that companies are able to pick and choose which reviews they will publish and which they won’t. If there are numerous reviews, all stating that an item arrived broken, the customer knows not to buy the item for home delivery, or M&S could do the sensible thing and improve their packaging!

Moonchildalltheway · 10/10/2021 18:09

I think your review is ok, it is giving people information on what to expect if they ordered this item. I find information like this useful as if i was ordering this as a gift, which is probably common for the m&s flower service I would not order it due to way it could end up arriving at the end destination.

Moonchildalltheway · 10/10/2021 18:11

@Rainbows89

If I’m buying something online, how it is packaged and delivered is really relevant!!

Even if it means that the said product purchased will not function as described or expected due to the packaging?

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