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.

Well he had the last laugh, he didn't cave in to that passive aggressive clap trap, even though he was <gasp> passed over to a MAN

With M&S you can cancel the order within 30mins of placing it. If you change your mind after 30mins then you will need to return the items. Are you not wanting the items any longer? If not you’ll need to do a return however it might be worth emailing them saying you paid for next day delivery and they might refund you the difference. I had a late delivery before and they did that.

M&S customer service has gone to pot. I ordered a pack of 2 school shirts next day delivery as needed for school start in Sept and they sent me a half open packet with one missing. I argued for half an hour to be refunded incl delivery charge before I gave up. Sent a message to head office and never heard back. They said they would refund me for one but that I needed to pay the delivery charge still and for the other one. And they could send me a new pack but it's need to pay delivery for that too. Completely ignoring the fact that I ordered a pack of two next day delivery as I needed a pack of two urgently. If id wanted 1 or 3 I'd have orderef that number! Totally lost faith in them.

M&S have serious issues with date selection on their online site. I've always had to select yesterday to get the correct delivery date for my parcel. It also frequently jumps around dates so probably shifted it forward a week. At best, they'll offer you a refund for not getting NDD but I suspect the computer probably did it's stupid jump thing when you selected the delivery date. I have a similar problem with Asda - I always have to select the day prior to get the day I want.

However, M&S are pretty good with refunds so I'd probably reorder everything for store collection (usually next day or less) and then just return the other parcel. I use my local Food Hall to do it.

Will he.have the lat laugh? Lots of big names gone from our High Sts, no reason why M&S can carry on with poor customer service and be sure they will survive.

I guess BHS, Woolworths, Debenhams, Wilko all thought they could have the last laugh

Sorry where is this documented?. I’ve worked for a well known company in customer service and I can confirm this is simply not the case. I’m rather shocked people think this is what they need to do

God yes, I mean having no customers is so much better isn't it. Of course it might be a bit awkward not having an income.

Sorry but I can’t resist it but
It’s not just a cock up! …, it’s an M&S cock up 😂😂😂😂😂

What I don't understand is if you paid for next day delivery, although Sunday didn't count, why did they take the money for that if they were not delivering for a week?

It’s simple. You place an order - company take the money from your debit/credit card to place the order. If you cancel the order - to get a refund through your bank takes 5 working days

Well the OP has clarified, it was Named Day not Next Day

That’s the issue, M&S won’t let me cancel it. They have taken my money on the date I picked for delivery, items are arriving on the 19th.

You win!

So M&S truly hate me. The item as the big present arrived today that I paid for on the credit card to still get whilst waiting for the main order to arrive and send back next week…. They sent the wrong fucking size. Yes I have checked my order, I ordered the right size and they have sent me one 2 sizes away. The size on the bag matches the size on the hanger and the size on the label.

Its actually comical now.

Oh dear... wonder if Evan put a note on your account

must have been quite scary for him….talking to a man instead of a woman - surely “ he’s not paid enough to do something like that though 🤣🤣🤣”

@FuckingHellAdele i did wonder, it did feel like a fuck you. I’ve never had the wrong size before so completely.
But they have redeemed themselves, spoke to online chat again. Got straight through, lovely helpful person refunded next day delivery charge (again) and replacement item coming tomorrow and have to take this one back to the store. So will do that when the other order arrives next week……..
Had my usual chat thanking them for their help and hoping the rest of the shift went well and dragging out the end for them.

Glad you got through to someone who understands what customer service is supposed to mean. Back when I worked for M&S customer service was absolutely the most important thing, we were well known for it. I makes me sad to see how far that standard has fallen.

I pay for the annual delivery subscription but when ordering it seems to default to standard delivery not next day delivery.

When I select the next day it is glitchy.

Then I often get emails saying the delivery is delayed for a few days!

I recently had to get in touch via chat in first instance. I was only refunded for one parcel not the two I handed over. Long story, It was a food hall, they were having to go from desk to a print room 15 foot away to pick up printed label from scanned parcel. I printed my return Q Rs. (They now 4 weeks since have a returns machine). Anyway made the mistake of handing both parcels over and both return print outs together. He did one, trotted off to the print room came back and went to scan other QR print out, said opps I've just done that one, and from what I can work out, scanned same Q R again. Obviously he mixed the printouts up. So got to chat bot, asked to speak to real person, they put me through, I explained what I thought happened and was refunded, emails profusely apologised to me. I can't really fault them there. Note to self hand over one at a time, they now have a return machine though. On another note a later order was delivered by evri and left on doorstep in rain, cardboard box, no plastic covering clothes, evri reckoned they handed it to me. All my other parcels from Mark's have come by royal mail.

Ring your bank or card issuer and ask them to step in and explain the circumstances some will interfere if M&S have not followed through on agreement. But your best bet is to ring customer service. Get through to a manager and tell them you are in contact with bank over a none received order.

‘I’m handing the phone over to my husband now Evan…’

Bank will not step in until an appropriate time is passed, a week is not an appropriate time, the bank stepping in is for fraudulent websites or companies going bust not M&S being a week late in their delivery

I have free nominated delivery through my credit card and I must say it always works fine, I have used it loads in the past, sometimes next day isn't available but it is always clear on the calendar as blanked out

There used to be requirements that you shouldn't be charging customers until you were ready to despatch, but that seems to have gone by the wayside over the years.