To think M&S customer service is unbelievably shite?

[VeryWeirdBarbie]

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!

Generally speaking, "parcel 1 of 1" relates to the consignment and is aimed at the delivery person. If it says "1 of 2" the driver knows to look around the van for a second parcel before approaching your house. If you are sent two parcels on separate days or from separate warehouses they will both say "1 of 1".

The delivery note may contain information about your whole order.

I concur, maybe there's been a change in training style but it's suddenly gone unbelievably downhill. I'm constantly getting issues and now at the point that it's not worth my time shopping there. Noone helps, they make it such a faff to contact them. It's comparable to primark now, whereas it used to be on the same service level as John lewis

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I had issues too. Ordered several things for collection, was told they were there, collected parcel, it only had half of the items, but then online it said everything collected. One long and infuriating phone call later (where I was put on hold for ages for no apparent reason), they re-sent it. In the meantime, I ordered two more things. Told both the re-send and the two items were ready, went in, collected two parcels- re-sent item still missing. I’ve given up now. And they’ve managed to refund not only the missing item, times two, but also one of the things I did collect. I haven’t the energy to ring them and tell them.

I’ve just had an appalling experience with them. I will never shop online with them again.

A young work colleague of mine has celiac disease. She bought a packet of gluten free crisps from M&S(she’s had them before) . Clearly marked gluten free on the packet. She ate one crisp and felt that something wasn’t right. On the ingredients list…. Barley!! She’s been really ill. M&S response on the phone “it’s your own fault you should have read the ingredients. 5 emails all unanswered!!

That’s absolutely terrible!

The lack of being remotely bothered came across on the reply to me too, and there was no way for me to reply without starting again.

I have had problems with delivery on a couple of occasions.

I have direct messaged via their Twitter Account & on both occasions my problems have been resolved. My order was reissued & arrived the next day.
I do this now for any problems, much quicker & easier than contacting customer services.

Thanks, I will try this as their email customer service has infuriated me! They seem to feel they can fob people off on email.

It's definitely gone down hill recently.

I placed an online order for a pair of jeans. What I got delivered was black velvet cord leggings. When I went into the store to complain and request the right item be dispatched to me, I was told that the store wasn't "catalogued" to receive the jeans (they weren't going to be sent any stock of them) and they tried to place the order for me (which they won't be able to do shortly). They also didn't have a phone in store that they could use to make external phone calls to their centralised booking/ordering area. They are really cutting costs at the moment.

They refunded me the money but they were left with a garment that I hadn't ordered and didn't know how to do a returns on because it was the wrong item. Not just the wrong colour but completely the wrong item.

When I got home I tried placing the order again, and lo and behold the item I had paid nearly €60 was, in the space of a day or two, now out of stock in my size and it was reduced in price to €27!!!!

I got zero notification that the item was out of stock when I originally placed the order, I also got no notification that they were significantly reduced in price.

They’re appalling. I can’t order online from them in Ireland because the customer service is pretty much non functioning for “foreign” orders.

In store isn’t any better. I ended up writing off €50 because I couldn’t get them to acknowledge that they hadn’t fulfilled my order despite the evidence on my emails and their own system. I think I’d have needed to get a solicitor on the job to get anywhere.

I once bought some M&S teabags and half of them weren’t sealed so I had lots of loose tea.
As I’d been transferring them to my tea tin before I realised a lot ended up on the floor and swept into the bin.
The jobsworth at customer services insisted on counting the teabags and remarked some were missing and she would make an exception this time when she handed me a new packet of teabags.
I rang up and reported her but nothing was done.

They're an awful company.
I knew a lady whose friend was a buyer for M&S in the 70’s, apparently the made in Britain labels were absolute lies.

This is really similar to my infuriating current complaint with them.

I complained about them changing the recipe for their milk gums, which I used to love, and I got a £1 token. No explanation or response

I ordered on line, collected in store and tried on, one pair of jeans were too short so stupidly instead of finding a pair in the right length I went to the counter and the assistant returned it through the automated system.
I have not used this method before, usually get a refund at the till.
I then purchased the pair of jeans I wanted, and then realised I'd lost the Sparks offer so had paid full price! What an idiot!
I realised after about 10 days or so there was no refund on my account, did a live chat, that came to nothing, eventually rang them and they instigated the refund,but it had been overlooked! I should have received paperwork from the store when I returned them but I didn't. Assistant was very helpful but not particularly apologetic, it has made me a little cautious about ordering now but I will be more careful this time with a return.
I'm also not keen on the lack of paperwork with an order now.

I believe if one part of the garment was made in Britain then they could say it was made in Britain

Thank you for this tip - my issue was sorted. But why the same outcome was not offered when I emailed (twice) with the same query I am not sure, unless their customer service queries are written by bots.

I had an M &S credit card. Forgot the PIN, account was locked, it was such an unholy hassle trying to get it unlocked that I gave up, cut it up and got a John Lewis one instead.

Are we allowed good experiences? I live in walking distance of an M&S and often (too often!) click and collect. Last time i dropped an item off for refund (using the barcode then dropping in the refund box) the refund was in my bank account before I got home. I also acidentally left one of two picked up items in their food hall and they emailed me within an hour to let me know. I think they're great.

Yes you are allowed 😂 I was singing the praises of the dresses yesterday. It’s just their online customer service I find absolutely awful which is really off putting.

They often send them separately