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Original poster

To think M&S customer service is unbelievably shite?

71 replies

VeryWeirdBarbie · 05/08/2023 10:22

I placed an online order and tried to pay partly with a gift card I got for my birthday and partly with PayPal. When I clicked to pay I got an error message and the items were still in my basket. Went to try to pay again and my gift certificate balance had been taken! Tried to contact them and their site is saying they can't take phone calls at the moment due to a service issue. Finally found a way yo send them a message and they still haven't got back to me.

In the meantime I stupidly decided to order anyway and paid for the whole thing via PayPal- 2 pairs of trousers. My parcel was dispatched and I was told it was 1 of 1 parcels. It arrived and there is only 1 pair of trousers in there - and the colour isn't as advertised but anyway the main problem is the other pair of trousers is missing. Still no way to phone customer services due to this alleged "service issue" whatever that is. I'm absolutely fuming!

OP posts:
schnauzerbeard · 05/08/2023 12:20

QuinnofHearts · 05/08/2023 12:13

I've never had an issue with M&S online. Boots on the other hand...

Agree, Boots is awful! Sent me the wrong perfume and I had to take a 35 min train to a store to sort it out. Defeated the point of me ordering online to avoid going in to store...they didn't seem to grasp that though

Original poster
VeryWeirdBarbie · 05/08/2023 13:30

I do like John Lewis and their anyday range is reasonable for basics - so yes I'll likely use them as my go-to shop now instead of M&S if their customer service is reasonable. I still haven't heard or managed to speak to anyone about my gift card money going missing!

OP posts:
QuinnofHearts · 05/08/2023 13:38

@schnauzerbeard I use to work for boots in the early 00s, and we had a REALLY high standard of customer service. Now, their website is just utter rubbish and their in store service is appalling. During the pandemic one store were wearing the same pair of gloves to serve people (?!!??) and my local store only has self service tills.

QuinnofHearts · 05/08/2023 13:38

VeryWeirdBarbie · 05/08/2023 13:30

I do like John Lewis and their anyday range is reasonable for basics - so yes I'll likely use them as my go-to shop now instead of M&S if their customer service is reasonable. I still haven't heard or managed to speak to anyone about my gift card money going missing!

I don't live anywhere near a John Lewis anymore... I miss it!

DOBARDAN · 05/08/2023 13:54

@VeryWeirdBarbie That is awful, hope the other pair of trousers turn up at some point (why on earth couldn't they send them out together in the same parcel) and you manage to get your gift card amount returned.

I agree that M&S used to be a British institution to be proud of. Alas, these days, they are far from being so. I haven't shopped at M&S, either in store or online, for a few years now. As a previous poster has already pointed out, sometimes their clothing has obviously been worn, or used in some way, and just been put back on the rails in store, or sent out in an online order. Not to mention the chaotic way their changing rooms are run...no thanks!

QuinnofHearts · 05/08/2023 13:58

DOBARDAN · 05/08/2023 13:54

@VeryWeirdBarbie That is awful, hope the other pair of trousers turn up at some point (why on earth couldn't they send them out together in the same parcel) and you manage to get your gift card amount returned.

I agree that M&S used to be a British institution to be proud of. Alas, these days, they are far from being so. I haven't shopped at M&S, either in store or online, for a few years now. As a previous poster has already pointed out, sometimes their clothing has obviously been worn, or used in some way, and just been put back on the rails in store, or sent out in an online order. Not to mention the chaotic way their changing rooms are run...no thanks!

Our changing rooms have recently had a revamp. There are self service tills in there!

DOBARDAN · 05/08/2023 14:09

@QuinnofHearts That's a new one on me, having self service tills within the changing rooms. When I mentioned the chaotic way their changing rooms are run, I meant the fact that they allow men to use the ladies changing areas, and all that entails i.e. men wanting to try on underwear, sometimes with the door left open, that kind of thing. I used to use their bra fitting service but would feel embarrassed knowing there were men listening in cubicles nearby.

Fruitynutcase · 05/08/2023 14:15

DOBARDAN · 05/08/2023 14:09

@QuinnofHearts That's a new one on me, having self service tills within the changing rooms. When I mentioned the chaotic way their changing rooms are run, I meant the fact that they allow men to use the ladies changing areas, and all that entails i.e. men wanting to try on underwear, sometimes with the door left open, that kind of thing. I used to use their bra fitting service but would feel embarrassed knowing there were men listening in cubicles nearby.

This is why stores are getting rid of fitting rooms altogether. It's just less hassle all round . I would not feel comfortable getting changed near men knowing only a flimsy removable curtain separated me from them and knowing there are often gaps under the changing room doors where a phone can be slid under . Then there is the risk of men pretending to be transgender just to get into fitting rooms. It's jus a headache for stores so it's easier just to get rid of fitting rooms altogether.

DOBARDAN · 05/08/2023 14:32

@Fruitynutcase Yes I can see why stores are opting to get rid of fitting rooms altogether, it's just a shame as I would often want to try something on, rather than buy it, take it home, only to discover it wasn't suitable after all and then have to make my way back to the store again. Anyway, such is the way of things these days, we simply don't have that choice any more. If only another solution could be found such as making the fitting rooms for single sex only, or something like that.

TheHouseElf · 05/08/2023 14:41

M&S used to be a good, trusted company, but over the past few years its all gone to pot and CS is useless.

Fruitynutcase · 05/08/2023 14:43

DOBARDAN · 05/08/2023 14:32

@Fruitynutcase Yes I can see why stores are opting to get rid of fitting rooms altogether, it's just a shame as I would often want to try something on, rather than buy it, take it home, only to discover it wasn't suitable after all and then have to make my way back to the store again. Anyway, such is the way of things these days, we simply don't have that choice any more. If only another solution could be found such as making the fitting rooms for single sex only, or something like that.

They are single sex but if a man identifies as a woman and wants to try on female clothing then they are allowed to try on clothes in a female changing room . This can be exploited by sex offenders .I'm sure there are men who would not be comfortable with women using male fitting rooms either as they can be open to accusations. It's just one big headache for retailers.

Fruitynutcase · 05/08/2023 14:44

TheHouseElf · 05/08/2023 14:41

M&S used to be a good, trusted company, but over the past few years its all gone to pot and CS is useless.

It's because they had got rid of their long term experienced staff in favour of staff in short term contracts. The turnover is very high .

DOBARDAN · 05/08/2023 15:27

Fruitynutcase · 05/08/2023 14:43

They are single sex but if a man identifies as a woman and wants to try on female clothing then they are allowed to try on clothes in a female changing room . This can be exploited by sex offenders .I'm sure there are men who would not be comfortable with women using male fitting rooms either as they can be open to accusations. It's just one big headache for retailers.

Show quote history

It's one big headache for us women and girls too, not only in the store changing rooms which still exist, but also in changing rooms everywhere, also showers at the gym, in hospitals, school changing rooms, swimming clubs, the list goes on and on. Single sex areas should mean biological sex, there needs to be clear law regarding this which everyone should abide by.

QuinnofHearts · 05/08/2023 15:29

DOBARDAN · 05/08/2023 14:09

@QuinnofHearts That's a new one on me, having self service tills within the changing rooms. When I mentioned the chaotic way their changing rooms are run, I meant the fact that they allow men to use the ladies changing areas, and all that entails i.e. men wanting to try on underwear, sometimes with the door left open, that kind of thing. I used to use their bra fitting service but would feel embarrassed knowing there were men listening in cubicles nearby.

I honestly wouldn't care to be honest. The only wish I have is for children's changing rooms where I can take a buggy in with my DS.

Fuchsiaplant · 05/08/2023 15:29

Never had a problem with M and S online. A lot of places don’t have return slips anymore. You do it all online and just need to scan a QR code at the post office.

Bluevelvetsofa · 05/08/2023 15:38

Boots are utterly abysmal.

I ordered stuff to go to the Evri locker, which is in a Tesco Metro a five minute walk away. The parcel arrived and I collected it. For the last three weeks I’ve had an email every day telling me to collect the package or it will go back to Boots. It shows I’ve collected it on the tracking. I know I have, I’ve been using the stuff. I’ve tried emailing to no avail. I doubt I’ll order again.

Last year they kept urging me to book a flu jab and for weeks, every time I tried, there were no appointment within a fifty mile radius and often, none at all. They’ve started doing it this year. I’m going to the local pharmacy.

Original poster
VeryWeirdBarbie · 05/08/2023 15:39

Thats all very well but when you do have a problem for example my gift card balance going missing it's impossible to get in touch with anyone to fix it!

OP posts:
Miggymoggymugwumps · 05/08/2023 15:41

I won't bore you with all the details but just to say after 9 phone calls, 2 emails, online chat all which added up to over 2 5 hours of my time M & S are finally sorting out my refund. But wait for it....they are sending me a cheque, which will take up to 10 days to get to me!!!! Apparently for some bizarre reason that I can't get to the bottom of they say they are unable to refund to my account
Their customer service has been absolutely atrocious...made even worse as the error was totally down to them in the first place!

DontStealTheTeddy · 05/08/2023 15:48

I've given up on M & S, awful company.

I complained about a male fetishist trying on women's underwear in the women's changing room and then posting reviews on their website. They didn't give a flying fuck.

When I posted a review of their opaque tights which merely pointed out that 'navy mix' was a bit of a misleading description of three pairs of tights which were actually a black pair, a brown pair and a navy pair, they wouldn't put it on their website. Broke their rules apparently Hmm

Original poster
VeryWeirdBarbie · 05/08/2023 16:37

Do you have an actual email address for them by any chance please, @Miggymoggymugwumps ? As I sent them a message through their website but they've just ignored it, and they won't speak to me on the phone, either.

OP posts:
woodhill · 05/08/2023 16:44

VeryWeirdBarbie · 05/08/2023 10:22

I placed an online order and tried to pay partly with a gift card I got for my birthday and partly with PayPal. When I clicked to pay I got an error message and the items were still in my basket. Went to try to pay again and my gift certificate balance had been taken! Tried to contact them and their site is saying they can't take phone calls at the moment due to a service issue. Finally found a way yo send them a message and they still haven't got back to me.

In the meantime I stupidly decided to order anyway and paid for the whole thing via PayPal- 2 pairs of trousers. My parcel was dispatched and I was told it was 1 of 1 parcels. It arrived and there is only 1 pair of trousers in there - and the colour isn't as advertised but anyway the main problem is the other pair of trousers is missing. Still no way to phone customer services due to this alleged "service issue" whatever that is. I'm absolutely fuming!

It's been absolutely awful for the last few days

However I put a comment on their Fb page and then was able to chat to an agent on FB who sorted the problem out

I couldn't view my basket and check out which was so annoying

BrownFlower2 · 05/08/2023 16:58

Well I used to work for them a decade ago and nothing much has changed by the looks of things. They sometimes used to send us another stores orders instead of ours, you honestly couldn’t make this shit up! So . embarrassing having to explain this to customers and management didn’t care, they left it for the assistants to take the flack. The phone customer service was rubbish then too. Glad I got out, my store was rife with bullying too.

Fluffypuppy1 · 05/08/2023 17:27

I used to order flowers from them as they were always very good quality, and lasted several days. Sadly, the last two orders have been awful. The first was a Christmas order that had way less flowers than it should have had. The second was my Mother’s Day present of flowers and Prosecco. What arrived was some half dead flowers and a room diffuser, which had been dumped on top and squashed/broken off several stems. DH complained, complete with photos, and did receive a refund. The accompanying letter just stated they were “sorry you were disappointed with your flowers”. No acknowledgement that they had sent out a completely different item, and some mostly dead/squashed flowers. Really disappointing, and I definitely won’t be ordering flowers from them again.

SirSidneyRuffDiamond · 05/08/2023 17:27

I ordered a Giant Colin Cake for DS's 16 birthday last year. I collected from store and it was sealed in plastic around a big white box. Got it home and there was a massive crack in the chocolate down the length of the cake. I rang customer services and the first operative offered me a 20% discount! I refused and asked for a full refund and she said I should have checked the box before leaving the store and if I wanted a refund I would have to return it to the store that day. It was a 26 mile round trip, which I had already done to collect it. I told her I wanted to talk to her supervisor and she laughed and put the phone down. I called straight back and got a different operative. Went through the whole thing again and she immediately offered a full refund and told me to keep the cake!

Fruitynutcase · 05/08/2023 20:22

BrownFlower2 · 05/08/2023 16:58

Well I used to work for them a decade ago and nothing much has changed by the looks of things. They sometimes used to send us another stores orders instead of ours, you honestly couldn’t make this shit up! So . embarrassing having to explain this to customers and management didn’t care, they left it for the assistants to take the flack. The phone customer service was rubbish then too. Glad I got out, my store was rife with bullying too.

Wow 😯 you wouldn't think a company like that would allow bullying.