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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

AIBU to be raging with M&S?

48 replies

Sarayu · 23/03/2013 09:18

In brief:

Ordered bouquet of flowers for Mother's Day and personalised cake for Mum's significant birthday this week. Order was placed end of Feb.

Mother's Day flowers arrived. Box battered. Tissue paper ripped. Flowers brown and half dead. Rang up to complain and got a refund. I had to go into town at the last minute to get a replacement. Was happy with the refund and they assured me the cake order would all be ok.

Fast foward to today. Email at 1.10am saying cake order is delayed and won't be there for collection. Party is tonight! Rang this morning and no one can deal with my query as the systems are being updated. I was told to ring the store in case it had turned up. Rang the store and no cake, given a different number to try. Rang another number and same story, system is down and they have no idea when it will be up again. Someone in store is trying to sort it out.

What should I reasonably expect them to do? I'm cross that I will have to traipse round town to buy a generic cake off a shelf :-( Plus I will have to pay out again for it. I need this for tonight. Not the ideal way for the party to start. I really want tonight to be special.

Thanks if you got this far

OP posts:
buggerama · 23/03/2013 09:21

This reply has been deleted

Message withdrawn at poster's request.

NewAtThisMalarky · 23/03/2013 09:25

I wonder if the cake is delayed due to the weather? There's not really much M&S can do about that. I'd expect a refund but nothing more than that, really.

It's very shoddy to get flowers in that state though.

everlong · 23/03/2013 09:32

This reply has been deleted

Message withdrawn at poster's request.

Original poster
Sarayu · 23/03/2013 09:37

I feel bad cause the lady in store has been really lovely and it's not her fault but GRRRRRRRR

OP posts:
Shattereddreams · 23/03/2013 09:37

I have always had an excellent reply from their customer services. Write them about your disappointment. They always send £££ to say sorry

scarlettsmummy2 · 23/03/2013 09:41

Go and ask to speak to the store manager. Get them to at least give you a free replacement cake from the shelves for tonight. And free flowers for your mum!

twofingerstoGideon · 23/03/2013 09:44

This is where I think a lot can be said for ordering this type of thing from small, local independents. I know that's not very helpful, OP, but maybe worth considering next time around?

Original poster
Sarayu · 23/03/2013 09:48

That was my original plan but couldn't ask for recommendations via FB as she would see. Won't make the same mistake twice. Naive to associate M&S with quality

OP posts:
Svrider · 23/03/2013 09:48

Have you got a nice photo?
Take it to your nearest large asda and get a photo cake in 2hrs
You can pick up some flowers whilst you are waiting

BreasticlesNTesticles · 23/03/2013 09:50

I have found M&S customer service shocking regarding food.

Do you have a Costco by you? Brilliant cakes for £11 with a peronalised message, am sure they could do something for you in an emergency, or you can buy a generic flowers/ballons type one.

everlong · 23/03/2013 09:50

This reply has been deleted

Message withdrawn at poster's request.

mrsbungle · 23/03/2013 09:53

Could you maybe ask them to give you one of their large just white cakes (for free obvs) and you could maybe decorate it with nice fresh flowers from the florist? Don't know if that would look too wedding-like but just an idea.

Original poster
Sarayu · 23/03/2013 09:53

The hotel have offered to do me a cake. I'm waiting to see what M&S (they are meant to be phoning back at 10). No Costco. I know I will be able to get 'something' it's just disappointing.

Doesn't help that the kids are running around like loons. Me: That's a threeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee, go to your room!

I'm going to end up drinking before tonight at this rate.

OP posts:
Original poster
Sarayu · 23/03/2013 09:54

mrsbungle, that's a nice idea

OP posts:
ncftquickly · 23/03/2013 09:55

Go to the store and get them to give you a replacement, even if it is a small store that doesn't normally stock them, some stores have a local baker they are on good terms with to deal with this sort of thing. I have had this experience!

Get them to refund the cake you ordered as well as give you a replacement.

Write or phone customer services laying out the issues you have had.

edam · 23/03/2013 09:55

The lady may have been nice but M&S should be capable of apologising and sorting out a replacement PDQ so that it gets there in time for the party. If they can't do this, they are crap.

Thanks for the warning, btw, I shall avoid their flower and cake delivery services...

lockets · 23/03/2013 10:00

This reply has been deleted

Message withdrawn at poster's request.

Original poster
Sarayu · 23/03/2013 10:14

Well it continues... not due to the snow!

My order never went through the system. So I haven't actually been charged for. Fine.. but when I rang to complain about the flowers the guy said the cake order would be ok. Also why was an email generated to tell me the order would be delayed?

Suggested solution. I can pick a cake from the store. Either a birthday cake with balloons on (not the image I had in mind) or a plain white fruit cake. Mum doesn't like fruit cake so that's no good.

So so so pi$$ed off with M&S and will not be using or recommending them again. Am tempted to tweet the link to this thread.

Also they don't have a number I can ring for complaints. :-(

OP posts:
Original poster
Sarayu · 23/03/2013 10:15

Thank goodness I didn't just turn up at 5pm to collect my cake!

OP posts:
Jengnr · 23/03/2013 10:19

Email, complain but also mention how nice the lady who dealt with you was.

Make sure you mention how you were assured everything would be ok so you've been let down and lied to.

Original poster
Sarayu · 23/03/2013 10:24

Well that is that. No cake from M&S. Lady trying to help said they've had three other orders the same, this week. Best go out in the snow and find a replacement. Thanks M&S

OP posts:
SofaKing · 23/03/2013 10:29

They are awful. Dumped my mil's birthday flowers outside her house, instead of delivering them.

I then left a negative review on their website which they removed.

Then they emailed me to say I had a fiver applied to my account as 'compensation'.

Which they then didn't apply to my account.

Email to complain, they are appalling and until they start to lose custom they won't do anything to change.

Original poster
Sarayu · 23/03/2013 10:34

That's rubbish sofaKing. I won't be using them again. I have tweeted link to this thread. No one in head office today. I shall email over the weekend but I don't expect them to do anything. I've already boycotted their underwear due to the atrocious bra fitting service. Shall leave a review now and see how long it lasts.

OP posts:
TheProvincialLady · 23/03/2013 10:38

How AWFUL. I hope you get a good cake in time elsewhere. M&S clearly don't care do they?

Doha · 23/03/2013 10:41

Go on Saraya tweet link to thread.

M&S no longer give quality service and the public are continually being deluded into thinking that they do. It is time for the world to see M&S for exactly what they are.

Poor service and expensive prices for inferior goods ie flowers