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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

Thanks a bunch Marks & Spencers

24 replies

NK42a8a6bdX12803324ff5 · 15/04/2010 21:57

just bought new fridge and marks and spencers utterly rude delivery man dropped the box inside the front door. Can you take it to my kitchen? We are in a first floor flat. 'don't do stairs' he says. Great. Thanks a bunch. Now pregnant woman has fridge blocking front door and needs to call on neighbours to help. Despite all their friendly brand identity this company is seriously lacking human decency on the frontline. Am I being unreasonable?

OP posts:

cookielove · 15/04/2010 21:59

Have you called and complained, that would be the first step i would take

thatsnotmymonkey · 15/04/2010 22:00

YANBU. What a bum hole.

SloanyPony · 15/04/2010 22:01

If it wasn't in their delivery terms and conditions type bumf when you purchased the fridge, then you have a point. If it was, then technically YABU though I do sympathise and feel they shouldn't deliver things with these kinds of conditions or at least have it flag up really obviously when you put your address in so your expectations are not raised unnecessarily.

outnumbered2to1 · 15/04/2010 22:01

you should have replied "and i don't do tips for unhelpful delivery men"

thisisyesterday · 15/04/2010 22:07

you can buy fridges from m&s???

EdgeofReason · 15/04/2010 22:07

YANBU - phone cust services and freak out. M&S is a brand not dodgycheapgoods.com - they have a reputation and obligation to get it right - even if it isn't in there contract.

SloanyPony · 15/04/2010 22:10

You know what, I'm so bored I had a look and can't find anything to say they dont go up stairs. Check this out which also has details of customer services...

saslou · 15/04/2010 22:16

If they are delivering something then it should actually be to your home, not a communal front door. I would have refused to accept delivery. Failing that I would kick off with customer services. Really not on from M&S

duckyfuzz · 15/04/2010 22:26

we got beds for DTs from M&S, lovely men delivered, assembled and tidied the packaging away, I woudl complain to CS

lincstash · 15/04/2010 22:37

cant knock B&Q or Curry's delivery men either

nannynick · 15/04/2010 22:43

Thanks for the warning... must remember not to buy anything from M&S that I can't carry myself.

John Lewis would have happily delivered it... they delivered my bed to my flat. Curry's delivered my washing machine fine.

Was it really M&S who delivered the fridge? Did they wear M&S uniforms? Or was this some contractor M&S had used (hope M&S are reading this and if they are contracting out deliveries that they have terminated their contract with that supplier).

Not a good show by M&S. You are Not Being Unreasonable to expect better.

MillyMollyMoo · 15/04/2010 22:51

Did you tell them it was a first floor flat in special instructions ?
I wouldn't bugger my back up carrying a fridge upstairs for a customer either, it's hardly a bag of shopping. Maybe he needs a special trolly or something for stairs.

BusyMissIzzy · 15/04/2010 22:52

This isn't just bad customer service...

This is M&S bad customer service

ThatVikRinA22 · 15/04/2010 22:53

pmsl busymissizzy!

londonmackem · 15/04/2010 22:54

dodgycheapgoods.com ordered my fridge from here (ish). Took my old one away, gave one hour time slot, nice men didn't even blink at dust under old fridge! Did tell scary story about a lady who lost her temper with them as they wouldn't remove her cockroach infested fridge - I digress.
Complain you should get vouchers, I had a similar problem with Argos years ago and they did admit they were in the wrong.

Joolyjoolyjoo · 15/04/2010 22:54

YANBU- they should have checked when they took the order. I got a fridge from Next a couple of months ago, and they asked if I was a main door house, if there were stairs etc- presumably so they could arrange to have 2 delivery men to carry it up any stairs. E-mail/ write and complain

Bleatblurt · 15/04/2010 22:55

I'd imagine one delivery man wouldn't be able to carry your fridge up the stairs. Surely it's a 2 person job.

MrsC2010 · 15/04/2010 22:58

They should have asked you on confirmation of order, it is up to them to clarify this. I ordered two sofas from M&S a couple of years ago (a whole other story of crapness, but the sofas are still lovely!) and they asked me about access. I was in a first floor flat and they said that wasn't an issue, they would make sure that my delivery was in a 2 man van instead of a one man van. (Not sure how they would deliver heavy sofas without 2 men but the sentiment was good.)

LittleSilver · 15/04/2010 23:02

Is it blocking your point of egress in an emergency?

nannynick · 15/04/2010 23:05

Looks like M&S have subcontracted the service... they have the following on their website:

Marks & Spencer Appliances
c/o DRL Limited
Aspinall House
Aspinall Close
Middlebrook
Bolton
BL6 6QQ

M&S Appliances Webpage

Under the terms and conditions it says
"Please read these terms and conditions carefully as they set out the terms under which marksandspencer-appliances.com (the "Website") sells and otherwise makes available products available to you ("Terms and Conditions"). The Website is owned and operated by DRL Limited (Marks & Spencer trademarks used under license from Marks and Spencer plc). By purchasing products available on the Website, you as the customer will transact with DRL Limited."

So it appears that you haven't brought from M&S at all but from DRL Limited. Thus you can only complain to DRL not to M&S. Though personally, I'd let Steve Rowe at M&S know that you are not happy with the service provided. Steve Rowe is Director of M&S Retail and M&S Direct... so I feel is the most suitable Director to notify.

What do they mean they don't do stairs! Have they not heard of people living in flats before?

You would expect better service from M&S, even if they have contracted out the service to a third-party... I would have expected that third-party to be operating to M&S standards.

Pikelit · 15/04/2010 23:06

I'm surprised that you weren't given delivery options or a check list to complete when you ordered the fridge. Having renewed just about everything last year (using a range of suppliers from John Lewis to the Co-op) in all cases, we were asked whether there were steps up to the front door or whether the property was at ground floor level. Our answers being used to work out whether a two-person team with a trolley was needed or whether one person could handle the delivery.

M&S would be horrified to learn they've got a rude driver so get in touch with them. If you don't report a problem they can't be expected to read your mind.

nannynick · 15/04/2010 23:14

Joolyjoolyjoo mentions Next. Guess what, they also use DRL Limited... see NEXT Terms & Conditions

So bit odd that Next will ask about delivery, yet M&S seems to have a problem with Stairs.

Hmm, wonder if this is just an issue with a particular delivery crew working for DRL. Maybe that particular crew just "don't do stairs".

Complain to DRL, complain to M&S. Kick up a fuss. You paid for a service and didn't get what you expected. Not unreasonable to expect a fridge to be delivered to your kitchen, regardless of the location of your kitchen, in my view.

emmymama · 16/04/2010 12:22

ring and ask when its being delivered if its not in your house then surely its not delivered [hmmm]

strawberrycake · 16/04/2010 12:29

That's awful. Even if they don't normally want kind of delivery man leaves a fridge out for a pregnant woman. I've had a few deliveries recently, Sainsburys and Tescos guys were very clear I wasn't to carry anything (I'm 35 weeks myself) and even asked what room I wanted things in. This morning I had a sofa delivered and it took AGES to get it in, inculding taking off the door handle. But the men were fine with it and struggles though. That was House of Fraiser.

I just wouldn't use them again, I refuse to use debenhams for mucking me around on deliveries and poor customer service.

Flip