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

Help! M&S won’t refund, on live chat

205 replies

ComputerIsSayingNo · 12/12/2023 11:54

On live chat, did a big order for M&S for DH’s birthday. Present and clothes to wear. Ordered on the 9th and paid extra for next day delivery. This was presented as the 11th as the 10th was a Sunday. Didn’t arrive yesterday and checked today to see they have put delivery as the 19th. I wouldn’t have selected this date and don’t know where the error is.

Asked for them to send for tomorrow, said no. Asked to cancel and refund my order so I can reorder for tomorrow, said I am not allowed to cancel the order or ask for a refund. Even though it hasn’t been dispatched and won’t be a for a week!

i have siad distance selling allows me to cancel according to government but they are still saying I am only allowed to cancel 30mins after the order.

OP posts:
Original poster
ComputerIsSayingNo · 12/12/2023 11:55

I cannot order again and then return the second order and I can’t risk that one not refunding. I am a wheelchair user and returns are difficult at the best of times. What can I say to make M&S cancel and refund my order when there has been an error?

OP posts:
Original poster
ComputerIsSayingNo · 12/12/2023 12:00

Bump as I’m still arguing……
Is it right that they won’t let me cancel an order?

OP posts:
EllaPaella · 12/12/2023 12:02

Does it say next day delivery on your original order confirmation?

FlyingCherub · 12/12/2023 12:03

Sadly a lot of things are taking ages to despatch, it's the busiest trading time of the year. M & S can be sent back by Royal Mail and they'll collect from your address, usually free as well if you have a returns label. Or collect using Evri.

Original poster
ComputerIsSayingNo · 12/12/2023 12:10

I paid for next day delivery and selected the 11th, but for some reason on checking my email today when it didn’t arrive it says the 19th. I didn’t read through the email at the time which is my error. The issue is they won’t let me cancel the order. I understand delivery times are longer at the moment due to Christmas, but it hasn’t been dispatched and won’t for a week as the date selected in the system has been the 19th

OP posts:
Original poster
ComputerIsSayingNo · 12/12/2023 12:11

Returns are difficult and I can still order for next day delivery tomorrow if the cancelled the order. Gov website and which say I can cancel the order? But they say I can’t

OP posts:
Original poster
ComputerIsSayingNo · 12/12/2023 12:12

It does say next day on my order confirmation but the date is wrong with the 19th. I appreciate that might have been my error, but I was positive I had ordered the 11th as a delivery slot as I checked there would be someone there yesterday and I was waiting for it. My error was not checking the delivery email. Gov website says under distance selling I can cancel for any reason?

OP posts:
Taciturn · 12/12/2023 12:14

Have you been charged for next day delivery ?

IbizaToTheNorfolkBroads · 12/12/2023 12:15

Maybe some or all of the order is not in stock - hence can't deliver until 19th. Don't know why you can't cancel though.

User2856948 · 12/12/2023 12:16

Doesn't cancel just mean that it can be returned for any reason, you can refuse it at the doorstep, I had to refuse a JL parcel at the doorstep when I had two arrive because of a late delivery

BusterGonad · 12/12/2023 12:17

I haven't much experience in this but if I order from Mango, once the order is made it cannot be cancelled. If I change my mind I have to wait for it to be delivered and then return it. Once the process has started it cannot be stopped. I think the gov website is a red herring.

Original poster
ComputerIsSayingNo · 12/12/2023 12:17

Yes I paid for the extra delivery. I have said I am allowed to cancel for any reason. They are saying the order was selected for delivery by me for the 19th. Even if that was the case they should let me cancel? I have tried the letter template from which for cancelling an order placed and they are still saying I am unable to cancel my order.

OP posts:
User2856948 · 12/12/2023 12:18

You can refuse it at the doorstep, the courier will return it

Original poster
ComputerIsSayingNo · 12/12/2023 12:18

Maybe I am reading the website wrong, and it’s hard to cancel an order at the doorstep when most of the time here they are just left on the doorstep and marked as delivered. It just seems so crazy that an order that won’t be packaged or dispatched until next week, when there has been an error somewhere can’t be cancelled

OP posts:
TeacherPlease · 12/12/2023 12:18

You can cancel, but they don’t have to have the facilities to stop the shipment after you’ve made the order. Therefore the cancellation might need to be by refusing delivery or arranging a refund. Your order may be part picked and waiting for an out of stock item, or been part picked from one warehouse and sent to the next for the additional items to be added. They won’t have reliable enough systems to identify your order mid picking, cancel it and return the items to the shelf without manual intervention - which won’t be practical, so you have to wait, receive it and send it back unfortunately.

User2856948 · 12/12/2023 12:19

Cancel really just means you don't have to keep it

Original poster
ComputerIsSayingNo · 12/12/2023 12:20

Thanks @TeacherPlease that does kind of make sense. It just seems that if there was a system error somewhere, as I’m sure I double checked the date when ordering I should be allowed to cancel and having to have it delivered and the return is more risky let alone the environmental cost for something a week away.

OP posts:
User2856948 · 12/12/2023 12:24

Next is difficult to cancel as well, you have to have it delivered, if you choose click and collect to a Next store you can cancel it online when it arrives to store but home delivery you have to return or refuse delivery yourself. A lot of these large places are so automated now, once it's on the system there's no stopping it.

NorthCliffs · 12/12/2023 12:25

Try ordering again, get to the select delivery slot and see what's available. Look out for 'busy time if year' 'may default to first available slot' messages (in tiny writing). Obviously don't place the order!

Greenfinch7 · 12/12/2023 12:27

Is it possible to call and talk to a live human? Then ask to talk to a manager? Every now and then, even these days, someone will help you out and override the system. I think it is worth trying.

I recently got an order cancelled this way, though it was not from M and S. The agent I talked to couldn't just cancel the order, but was able to send a request to cancel, which was granted the next day by email.

Original poster
ComputerIsSayingNo · 12/12/2023 12:30

It’s a delivery slot for M&S. say they can cancel it when it gets sent for delivery with the courier but not today…. And I have still been charged and will take a week to refund when the courier returns it after Christmas…… but I can’t request a refund today?

OP posts:
Original poster
ComputerIsSayingNo · 12/12/2023 12:30

I’ve asked to speak to a manager……

OP posts:
Shopper727 · 12/12/2023 12:31

M&S are awful and I’ll not be ordering from them again. Parcel delivered on Thur via Evri (should’ve checked who they used first) left on my back doorstep was torrential rain here also and if it had still been here when I got home it’s likely be ruined anyway. I’d put to deliver to a neighbour on the delivery instruction too. So waiting for them to ‘investigate’ M&S say the ‘out building’ it was left in was safe. I countered with - I don’t have a bloody outbuilding that anything can be left in the pics are of my backdoor step
so £250 in goods dumped to get ruined/stolen and M&S take since Thursday to investigate I’ve had to re buy some items to post too. So double out of pocket. Don’t old your breath for them to help op. They’ve been useless so far for me. I phoned Thursday yes I’ll start an investigation with Evri I emailed yesterday and sorry we will start an investigation wait 72 hours
I don’t think they even read my email

frustrating I know it’s not M&S fault but Evri are shite round here

Original poster
ComputerIsSayingNo · 12/12/2023 12:34

Sounds terrible but I’ve handed it over to my husband to speak to the manager as a male

OP posts:
Original poster
ComputerIsSayingNo · 12/12/2023 12:35

DH says he’s having fun

OP posts: