To warn you to never order furniture from Marks and Spencer

[MajorBumsore]

I am absolutely raging. I ordered a sofa in early September, delivery date of 3rd November. A week before this date, I was informed that the sofa was delayed due to a ‘shortage of foam’. By this I surmised that the sofa had not even been made. An alternative delivery date was arranged for 19th November. This was also cancelled and a new date made for today.
I had a text to say that it would be delivered between 7-9am so took an hour off work and got up at 6.30.
Delivery van turned up at 8.45, took my old sofa outside as arranged and put cushions on the floor as they opened the van to get my new sofa out. No sofa on board.
The driver rang the depot who said that it would be delivered this afternoon at an unspecified time but that someone would call me back to confirm within the hour. Having heard nothing by 10.30am, I rang customer services who confirmed that it would be delivered this pm and they would get back to me with an exact time.
By 12.45, I rang again to be told that the depot can’t deliver this afternoon-no explanation. I then was passed from pillar to post via various people and being cut off at one point. In total I was on the phone for 45 mins to be told that the sofa needs to be ‘scanned back into the depot’ this afternoon (I thought it hadn’t fucking left!!?), and that delivery would be rearranged.

I am absolutely livid. I’ve now had to take a day’s leave for nothing and will have to take another one-god knows when- if they actually reschedule. Total incompetent arseholes- never, never buy from them!

Yup sounds shoddy and a waste of your time. Bad luck.

I had a similar experience from 'Dreams'. Their customer service was appalling.
I got my money back and bought elsewhere

possibly why i see so many of them turn up in Trade Secrets

My MIL ordered a M&S sofa and, a year in, it’s falling apart - the stuffing has sagged markedly and the pins from under the arm are protruding through the fabric and actually caught my DC on her arm. We have complained to them and awaiting to hear back

Hmm, similar accross the board, we had shoddy service from oak furniture land, ordered a bed and mattress 3rd jan, for 10 Wk delivery, they kept cancelling and rescheduling, eventually frame turned up 18wks after we ordered, mattress never did and after 1 month of waiting and getting messed about we demanded a refund and bought a mattress from a local bed shop.

I am seriously thinking about cancelling the order altogether. Total lack of care and attention to customers at a time when everyone is struggling. This was the one big purchase I’d been saving all year for. I’m really upset (pathetic I know!). Although judging by Jaybird43’s experience, it seems I may have had a lucky escape if I do cancel!

If you've taken a day off work specifically to be at home on a date they gave you and they don't turn up, then you can claim your lost work hours as compensation. You can't claim if you would have already been off. Don't take my work for it though, have a google. xx

Thanks for the warning.

This might help you: https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/if-something-you-ordered-hasnt-been-delivered/

Years ago we had a small leather sofa from M&S, after about a year the leather started to peel! They sent a technician out and then argued it was “wear and tear”. It really wasn’t because it was hardly ever used. We had an independent report done which stated that it was faulty and they refused to acknowledge. They refused to do anything about it. I said then and maintain now that I will never ever again buy any furniture from them. Terrible quality and then terrible customer service!

That sounds terrible. I have had the opposite experience, having had several M&S furniture deliveries and they have always arrived early (before 7am) on the day booked, helpful men, and the furniture is all good. My DB has also had good service.