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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To think that this is poor service?

22 replies

Pyjamaramadrama · 19/05/2014 11:46

Ordered underwear set pants and bra from m&s online. To be delivered for me to collect from store Sunday (yesterday). It was a chosen delivery date. All went through and paid for.

Got an email Sunday morning saying there'd been a problem with part of the order, the bra and it wouldn't be coming on that day but the pants still would. Later got another email saying that they'd cancelled the bra as it was out of stock and they'd refund me but the pants were in store ready for me to collect.

I don't want just the pants as they were a set, and I don't want to go into town, pay for parking just to collect a pair of pants!

So I rang customer services this morning to explain.

Apparently I can't cancel the pants as they've been dispatched, although they're still not in store today to collect even though they were supposed to be there yesterday (no one told me this so just luck really that I didn't go yesterday).

I will either have to go into the store, collect the pants then take them to another store to return them as the collection point is a food store and doesn't accept returns only click and collect. Or I'll have to wait 14 days then they'll be automatically returned and I'll be refunded minus an admin charge for non collection.

OP posts:

Moondog123 · 19/05/2014 12:14

I thought the customer was king? That's very offhand service I think. And the onus is all on you..

CoffeeTea103 · 19/05/2014 12:17

I think you might see it as you are buying a set, but it can also be bought separately. So I understand what they mean.This has happened to me though.

OnIlkleyMoorBahTwat · 19/05/2014 12:18

YANBU. M&S are terrible. I've just ordered some jeans that were due to be delivered to store yesterday.

Yesterday morning they texted me to say that one pair was out of stock, despite several pairs being in stock when I ordered them on Thursday, but the other pair would be delivered on Tuesday . I've had other occasions where stuff hasn't turned up on the stated day before.

I've also been hit by the 'can't return to certain stores' problem as well. It just makes no sense, because surely all returns just go back to their central warehouse?

And their sizing availability continues to be terrible. I'm a 12 to 14 and if you don't get to the shop, or order within the first few days of a certain item coming in, it's all sold out, with only the 8s and 20+s remaining.

I didn't know about the admin fee for non collection though, must watch out for that.

wowfudge · 19/05/2014 12:20

I wonder if they are having some stock management issues at the moment? I had to have a replacement gift sent out and got an email on the supposed day of delivery to say there was a problem. Turned out one part of a two part order was out of stock - surely their computer system should have shown this at the time the re-order was placed? They did deliver eventually but on a different (bizarrely earlier) day than I was told.

I'd get on to customer services and say they didn't fulfil the order so you're cancelling and expect them not to charge you the admin fee.

BerniesBurneze · 19/05/2014 12:20

Admin charge! Cheeky beggars, awful service. Om rarely hearing good things about their CS anymore.

SaucyJack · 19/05/2014 12:21

YANBU. Common sense should prevail and they should have refunded your card after you asked.

Stinkle · 19/05/2014 12:22

I've given up ordering stuff from M&S after having one too many experiences like the OP's. I've never had a full and complete order delivered on time from M&S

Icelollycraving · 19/05/2014 12:22

I think they are not as lenient as they used to be. Silly they can't refund in store though.

IsChippyMintonExDirectory · 19/05/2014 12:25

YANBU I've had similar happen with M&S (matching work skirt and jacket, skirt not in stock so didn't bother with the jacket as the pattern was quite intricate and wouldn't have matched anything I had), got a refund eventually but not after much persuading from myself.

Stinkle · 19/05/2014 12:28

I don't know if it's a current stock management thing, I've always found them like this.

I ordered a load of school uniform last summer, paid, all went through fine, then about a week later I get an email to say about 50% of it was out of stock. At Christmas they did it again with nighties I'd ordered for my Gran

Their sales are awful for it as well, I've had every sale order I've ever placed cancelled at the last minute over the years because they're out of stock, yet they're always showing as in stock when it comes to take my money.

Original poster

Pyjamaramadrama · 19/05/2014 12:28

Thanks, just a rant really.

I've email them now and explained/asked them to refund me sooner.

They were separate but also part of matching set so common sense might prevail that I might want to cancel the other bit so be given that option. More annoying is that the pants weren't even delivered anyway.

Side note of their crappy bra fitting. One store fitter told me that none of their bras were suitable for my shape of breasts.

They tried me in various sizes 34e, 36, dd clear none of them would fit. I found a nice bra in a 32g, fitter insisted on having a look, said the back was way too tight. Experience and bravissimo have taught me otherwise. Hence me ordering another in a different colour.

It's ashame as they could do so much better they're underwear is comfy and reasonably priced and they also do some lovely body lotions and nice smellys.

OP posts:

Original poster

Pyjamaramadrama · 19/05/2014 12:31

Their underwear

OP posts:

Original poster

Pyjamaramadrama · 19/05/2014 12:31

They're a bit pants though.

OP posts:

afussyphase · 19/05/2014 12:37

I bought 2 bras from them once, got them home, and they smelled of cigarette smoke! Never buying bras/pants there again. just a side note...

quietbatperson · 19/05/2014 13:45

This reply has been deleted

Message withdrawn at poster's request.

Hoppinggreen · 19/05/2014 13:52

If you don't turn up to collect things they will actually just send them back and credit you. I've done this before at a food only store when my order arrived too late ( bag for a wedding).
Slightly PA but it works!!!!!

Hoppinggreen · 19/05/2014 13:55

Just re read the thread - I'm sure I didn't get an admin fee for non collection

Stinkle · 19/05/2014 13:57

I had an order turn up too late too and I just left it, I'm pretty sure I didn't get an admin fee. It was a couple of years ago now though

LittleprincessinGOLDrocks · 19/05/2014 14:15

I had trouble ordering on M&S online, but for home delivery.
I ordered all of DS's school uniform from them, got confirmation that they would be delivered in 2 weeks. Thought it was all sorted.
Then I got an email the night before delivery saying that half of my order was unavailable. All the trousers were out of stock (despite their being plenty of stock when I ordered) so I got a refund for that, but it meant I no longer qualified for free delivery!
So I then had to pay full delivery for the remaining items and get the trousers else where at the last minute.
I will never shop with them again after that. I was left with just 4 days to try and sort his uniform through local shops, when I had ordered in plenty of time from M&S.
Poor customer service, as I tried to cancel the rest of the order, but they wouldn't let me as it was already dispatched. I lost the cost of delivery and had to buy more expensive trousers as all local supermarkets were sold out.
I'll stick to George at Asda if ordering on line uniforms or BHS, as always had good customer service with those.

LittleprincessinGOLDrocks · 19/05/2014 14:16

*just to clarify this was in 2013, so not a new problem IMO.

littledrummergirl · 19/05/2014 14:20

I ordered a blazer for ds13 in two sizes and received a dress and a blazer.when we finally received them both neither fitted. I am still waiting on a refund.
I dont intend to use their delivery service again.

cuddybridge · 19/05/2014 14:23

I have to travel nearly 30 miles to my nearest M & S, and its a food store, the last thing I ordered was a plate, came in a huge box, I picked it up and left.
When I got home, it had a massive chip. I called and they said we'll send another one, pop in and pick it up tomorrow.
When I explained that it was a large pop and I wouldn't be back that way for a least a week, they arranged to have another delivered to my house, and said to dispose of the damaged one even though I said I could "pop" it in next time I was passing. Sometimes I do think you have to be firm with your expectations with N & S

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