Help! M&S won’t refund, on live chat

[ComputerIsSayingNo]

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.

I have. His fuse is a lot longer than mine.

You are wrong OP and really you need to just suck it up and return the items if you aren’t in when they’re delivered.

I don’t understand what the “complaint” would be about, though?

The OP complaining about themself for clicking the wrong day and confirming the order with that date on?

or

M&S having policies and not breaking the law?

I had EXACTLY this problem with M&S (minus the next-day delivery. I let them deliver within 15 days, stuff turned up 30 days later but I'd left the country by then). All the conversations you had with customer service, I had too. They said the same thing. So at least they're consistent.

Bottom line is M&S are a financial services firm that sell clothes. They make a lot of money sitting on our money for 1, 2 or 3 weeks, while they buy our clothes/whatever at the absolute last minute before delivery and apply pressure on their (overseas) suppliers. Same shit as supermarkets, just worse.

These days I often find myself saying, along with Mrs Brady, "I want some of those stamps you don't sell any more." (For stamps substitute just about anything because it was all better in the old days.) 😂

Has anybody explained how M&S's computer system allegedly allows an order to be placed for delivery a week in the future with next day delivery? Surely either you take the delivery date first & grey out next day delivery, or you make the customer select from delivery options first & then constrain the actual date of delivery as necessary?

The Tand C are very clear and no amount of arguing with them will change that

so just wait until the 19th, and explain the delay

I would just re-order and return the first order by courier pick up - I think M&S use Evri.

Technically you can cancel but practically it depends on the supplier's processes.

For example, sometimes you can cancel an Amazon order before it leaves the warehouse, but there is obviously a point at which you can't, and then you have to wait and send it back once received.

And Amazon make it much easier to cancel than most.

And this. I check, double check and triple check the order before I press buy!

I have to say though, I do think it's a bit ridiculous that M&S won't let you cancel an order that hasn't gone out yet and isn't due to go out for several days.

M&S distribution has always been shite.

Most shops let you cancel if the item hasn’t been shipped.

I think the confusion is between cancelling the order and getting a refund on the order. Two different things. You won't be able to cancel it after 30 mins, it'll automatically go ahead. However you can refuse it or send it back for a refund.

Can you reorder now for next day delivery and then get a refund on the original order when it comes? If you have enough money to cover it of course.

Once an online order is processed, the order can't be changed or cancelled - this is standard for most (all, I'd imagine) retailers.
All you're doing is wasting your time in arguing over it.
As others have suggested, just tell your husband you made an arse of it, and his gifts will be a week late.

Poor Evan from M&S

I've had issues with M&S deliveries over the years with various things.
Seems strange that they've charged next day delivery and aren't dispatching for over a week - that should flag up on their system.
Can not understand why they can't cancel and rebook if there's availability.
Flag up you are a wheelchair user, which presumably impacts you being able to shop in person. If so surely this is discrimination.
Good luck, keep fighting!

She may have clicked “named day delivery” by mistake.

I would check the amount she has paid, if it’s consistent with next day not named day - the fault is with M&S.

Next day delivery with M&S is named day, not next day, though you can often choose next day, I use it a lot as I get it as a perk with my M&S credit card

That's a defeatist attitude and totally counter-intuitive to feminism.

Females are never going to get anywhere with that behaviour.

No good customer service would have been delivering the item in one piece, failing that accepting they were at fault without a 45 minute argument would be good customer service. What they actually achieved was they did what I asked but caused me a lot of stress and inconvenience. No need for it and I used to work for them and back then the customer was always right.

if your order confirmation says "next day delivery" and it is showing as 19th, tell them that your TARDIS isn't working and that can't have happened (because for next day delivery on 19th the order will have been placed on 18th)

Good luck.

but knowing how things like this work, your best bet (if you have the funds) is to order again and return the one that arrives too late.

Exactly. People lecturing the OP on the law are missing the point, M&S need customers and the way they treat people is losing them customers.

Just wanted to add I was repeatedly told they could not replace the item unless DD phoned them. Eventually they discovered that magically that wasn't true and I got the item without DD being involved.

Was this order online? You can usually cancel orders online if they have not yet been despatched.

Because you argued with moaned at them for 45 minutes. Sometimes supervisors in call centres have more leeway and can override the rules to get people off of the phone, I really wishy the wouldn't as it means the customer thinks they're right all along and then acts superior, AND expects the same thing to happen next time.

@Hadjab Well, from googling M&S, I soon found the phone number for customers to ring Head Office and make a complaint, who weren't happy with the Customer Services response. I also found the email for Stuart Machin, the new Chief Executive, depends how far you want to take this. I've emailed Chief Executives in the past, they usually have someone monitoring emails who will act pretty quickly on their behalf.