Page 4 | M&S would like me to change my review

PostmanPatsBlackAndWhiteHat · 2021-10-10T13:59:37+00:00

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…?

imisscashmere · 10/10/2021 18:14

This IS a helpful review. I ordered some picture frames from M&S and they delivered me a plastic bag full of broken glass. I was livid.

Rainbows89 · 10/10/2021 18:19

Moonchildalltheway- I think you possibly mid-read my comment? I think we are saying the same thing?

Moonchildalltheway · 10/10/2021 18:21

@Rainbows89

Moonchildalltheway- I think you possibly mid-read my comment? I think we are saying the same thing?

So we are, just re-read it. Lol multitasking making tea.

8dpwoah · 10/10/2021 18:22

Yanbu OP, how else do you comment on the overall purchasing process if you don't get it into the product review? It's a way of them hiding their failings. Best product in the world is no good if they can't get it to you in one piece and be civil if there's a problem, as a customer I'd want to know.

M&S customer service is absolutely crap these days. Without going into detail as it was quite an odd situation one of their web contact staff basically counter complained at me for not being patient enough about them being 'very busy'. This was for a furniture delivery slot that they'd been texting me about all week to make sure I was in and so on, and then on the day the thing wasn't actually in stock to go on the lorry and they never even got in touch to say so so I was sat there like a lemon for hours after my delivery slot also 'very busy'.

I got a £30 voucher which I spent on an item which turned out to be not very good at the job I got it for but I didn't have the heart to negatively review a freebie.

ChloeCrocodile · 10/10/2021 18:22

Definitely a helpful review. Also good to know which companies don’t allow you to comment on the condition of the item on arrival.

Tailendofsummer · 10/10/2021 18:31

If I ordered something like that it would be to send to someone as a gift, so knowing that multiple times they were arriving smashed would be very important to me.

Peachy66 · 10/10/2021 18:40

I had the same with Dunelm. I left an honest review regarding 6 out of 8 broken curtain poles. New ones were sent out on 4 separate occasions and they also arrived broken, it was ridiculous. Dunelm contacted me stating they would not print my review unless I edited it. I questioned them on their reviews policy but they refrained from answering my question. I informed them that in future I would not believe any reviews I read relating to their products as its obvious they only post the good reviews. So its not just M&S.

seven201 · 10/10/2021 18:41

You need to at least talk about the quality of the actual plant too I suppose.

I had a review rejected from M&S ages ago as I said a sports bra gave me a rash on my back in the shape of the bra. I did mention the good parts too and still got rejected.

Orla1970 · 10/10/2021 19:31

I don’t know what the issue is with M&S plants and inadequate packing. I ordered a couple of big planters for outside. Both inadequately packed and smashed to bits. I had to pack them up and parcel company picked them up. Replacements arrived. Also smashed. This time I told customer services I wouldn’t be wasting any more time sending broken pots back to them. I uploaded a photo and they refunded me including postage. Much more convenient x

EffOrf · 10/10/2021 20:01

@Orla1970

I don’t know what the issue is with M&S plants and inadequate packing. I ordered a couple of big planters for outside. Both inadequately packed and smashed to bits. I had to pack them up and parcel company picked them up. Replacements arrived. Also smashed. This time I told customer services I wouldn’t be wasting any more time sending broken pots back to them. I uploaded a photo and they refunded me including postage. Much more convenient x

Sounds like my experience with Next, one smashed 80 quid vase and two sets of 6 La Rochere bowls, all within a week, three separate deliveries.

subsy1 · 10/10/2021 21:40

Surely. M&S are just giving you a chance to practice kintsugi?

Seriously though, might a draft of an even more damning review and the mention of sending it to .@marksandspencer encourage their Customer Cervices team to "get a wriggle on"?

Changemusthappen · 10/10/2021 21:48

I must be living in a parallel universe as I think your review is very relevant. When I buy something online and it is delivered, I reviewing the end to end process and the product.

My parents insist on using M&S to send me flowers for my birthday despite me telling them that 90% of the time they arrived, damaged. I never use M&S for flowers/plants because of this. When something is a gift that arrives on an actual planned event like a birthday then it is important. Yes I can send it back but the 'surprise' is spoilt by M&S. A company like M&S need to own the whole process not hide behind shoddy service. Besides sending it back just puts all the admin back on the customer despite the fact that the customer has paid for delivery!

SunshineCake1 · 10/10/2021 21:56

I'm getting a bit worried. I have sent out at least ten bunches of flowers and plants from M&S in the last couple of years. No one has said there was a problem. I hope they weren't fibbing.

genericuserneeded · 12/10/2021 20:45

Maybe it’s an age thing? I’m early 20s and place orders by default as I have grown up in the digital world/am accustomed to this. I place at least 2 orders a week and rarely have an issue.

I don’t want to read about delivery/customer service issues in a product review. I just want to know about the product itself. Delivery issues vary between individuals and on the whole it’s rare for these things to happen. Your damaged delivery is therefore irrelevant information in a product review.

If an item becomes faulty over time, I’d like to know about it in a product review. If it’s a common fault and the customer service was poor, I’d like to know about it in a product review. But if something arrives damaged due to a delivery fluke and the retailer doesn’t respond in 4 days, I don’t want to know at all because it’s immaterial to the product itself.

You need to leave a negative review on the delivery/customer service via the relevant channel which is separate to the product review

Tailendofsummer · 12/10/2021 20:55

Bollocks is it a delivery fluke if a pot is arriving with one piece of inadequate packaging. An age thing, ffs.

RedRiverShore · 12/10/2021 21:29

Older people are likely to order more than 2 items a week online, I certainly do so it can’t be an age thing.

8dpwoah · 12/10/2021 21:35

@RedRiverShore

Older people are likely to order more than 2 items a week online, I certainly do so it can’t be an age thing.

How on earth are you managing to achieve that without growing up in the digital world?! Congratulations!

I think those of us that were doing BBC computing and playing on Granny's Garden in the early 90s are capable of ordering products online @genericuserneeded it's hardly challenging when compared with drawing out your pension or getting the ol' blue rinse done.

KilledByWitches · 12/10/2021 23:24

Mine was an issue with trust pilot

Ordered samples from a company which cost £1 each. Ordered eight and was actually sent one, which was so poor quality it was useless to me.
I left an honest review stating I’d not been sent most of my order to which the MD complained to TP it was an unfair review as I’d only ordered samples and They didn’t come from them directly.

I edited my review to include his new comments, pointing out that regardless who’s responsibility it was to send out samples I’d paid my money to them and all of my emails to try and resolve this had been ignored by them. I also pointed out if they couldn’t organise a few samples it didn’t bode well for the £1000 worth of product I had planned to order.
Trust pilot took my points onboard and my review remains.

TheMissingMango · 12/10/2021 23:36

So M&S actually moderate their reviews? Why on Earth do they allow all the gross men fetishists to 'review' the women's underwear then.

YouReallyAre · 12/10/2021 23:45

Completely off topic but @8dpwoah you are the first person i have heard of that remembers granny's garden!!! I loved that game at school 😂

pinkhampoppy · 13/10/2021 16:35

@genericuserneeded

Maybe it’s an age thing? I’m early 20s and place orders by default as I have grown up in the digital world/am accustomed to this. I place at least 2 orders a week and rarely have an issue.

I don’t want to read about delivery/customer service issues in a product review. I just want to know about the product itself. Delivery issues vary between individuals and on the whole it’s rare for these things to happen. Your damaged delivery is therefore irrelevant information in a product review.

If an item becomes faulty over time, I’d like to know about it in a product review. If it’s a common fault and the customer service was poor, I’d like to know about it in a product review. But if something arrives damaged due to a delivery fluke and the retailer doesn’t respond in 4 days, I don’t want to know at all because it’s immaterial to the product itself.

You need to leave a negative review on the delivery/customer service via the relevant channel which is separate to the product review

An age thing? What? What a ridiculous comment.

pinkhampoppy · 13/10/2021 16:39

@genericuserneeded and if you read what the OP said, it's not the first time this product was delivered damaged. I'd like to know that in the product review. When you say relevant channel for delivery/customer service do you mean the courier? Who goes to DHL to check delivery reviews?

MrsClatterbuck · 13/10/2021 17:56

I once ordered some crockery and in place of two of the bowls I received 2 dinner plates. When I phoned customer services the guy told me to keep them and then ordered me 2 bowls in place of the ones not received. I now use those dinner plates a lot.

8dpwoah · 13/10/2021 19:39

Terrifying wasn't it @youreallyare ? I remember that and some bloody greenhouse programme you that we seemed to still be doing right up to year 11... Oh and Turtle of course!

user1745 · 13/10/2021 19:52

I think it is useful to know if a product is going to be poorly packaged and therefore more likely to be broken on arrival. Presumably they have a standard way of packaging each product.

However I don't think there's much you can do. The shipping focus complaint is an excuse to not publish a negative review.