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Original poster

Beware M&S orders not being dispatched.

49 replies

Cantonet · 20/12/2022 10:16

I ordered a pair of the faux leather leggings 9 days ago. I've paid via PayPal and this went through immediately. However these leggings have not even been dispatched yet. They are also now out of stock online.
Secondly a coat I ordered a few days ago has also not yet been dispatched & is now out of stock.
I've messaged them on Instagram as to the reason & I've had no response. I do appreciate that delivery is somewhat tricky at the moment due to various factors. But to not even give an explanation of why the items haven't even been sent out, is very poor.

OP posts:
RoarsomeTeramorphous · 20/12/2022 10:18

Boots is the exact same. Still waiting for an order. Doubt it’ll be ready for collection this side of Christmas. Royal Mail seem to be running pretty well in my area so should have used them instead of collecting. Annoying AF.

Thisismynewname123 · 20/12/2022 10:32

I'm having exactly the same issue with a couple of Next orders. I have annual next day delivery, but orders put in on Saturday have not yet been dispatched.

ArseInTheCoOpWindow · 20/12/2022 10:35

I ordered something on Tuesday last week. It arrived on Friday

Strongbeatsskinny · 20/12/2022 11:01

Cantonet · 20/12/2022 10:16

I ordered a pair of the faux leather leggings 9 days ago. I've paid via PayPal and this went through immediately. However these leggings have not even been dispatched yet. They are also now out of stock online.
Secondly a coat I ordered a few days ago has also not yet been dispatched & is now out of stock.
I've messaged them on Instagram as to the reason & I've had no response. I do appreciate that delivery is somewhat tricky at the moment due to various factors. But to not even give an explanation of why the items haven't even been sent out, is very poor.

Anything ordered around the 12th December were showing a dispatch date after Christmas with nothing able to arrive for click and collect in store. Many shops suspend their online order’s so they can fulfill anything up to a cut off date. What’s your order confirmation email saying they’ll be a disclaimer in that probably. As for things now showing out of stock it’s more than possible you’ve already had a refund.

JustATShirtInTheKitchen · 20/12/2022 11:04

I’ve ordered from all those shops, M&S, Next and Boots in the last could of weeks and all have arrived. I did get a message saying M&S package was delayed but then it arrived the next day. 🤷🏻‍♀️

I hope everyone’s stuff arrives. 🤞

SantaStoleMyPies · 20/12/2022 11:05

I ordered from M&S last Tue (13th) and it arrived yesterday - a day earlier than the estimate when I placed the order.

thismeansnothing · 20/12/2022 11:07

I've ordered a few bits from m&s for xmas and never had a problem. However I do use click and collect over a home delivery. Ordered a last minute item on Saturday which said it would be ready for click and collect for Tuesday. Amazed to get a text saying it was ready to collect the next day and the store this week is open from 7:30.

fernz · 20/12/2022 11:14

I do some work for an online retailer (not clothes) and a lot of courier companies are not taking parcels or not taking them for some postcode areas as they are so overwhelmed with demand due to the Royal Mail strikes. So that may be part of the reason.

Original poster
Cantonet · 20/12/2022 11:28

@Strongbeatsskinny I've definitely not had a refund. Yes, I've ordered via click & collect. To not even reserve the items & allow them to go out of stock is pretty appalling, when they've taken my money.
If they had sent me a disclaimer to say this might happen I would have picked up the items in-store.
Yes, I've had issues with other companies too delivering late but surely m&s has it's own distribution network for it's click & collect.

OP posts:
MrNook · 20/12/2022 11:33

RoarsomeTeramorphous · 20/12/2022 10:18

Boots is the exact same. Still waiting for an order. Doubt it’ll be ready for collection this side of Christmas. Royal Mail seem to be running pretty well in my area so should have used them instead of collecting. Annoying AF.

Oh no! I'm expecting to pick up a Boots order today that I need before Christmas but it's still saying order being processed

windmill26 · 20/12/2022 11:36

100% this. A lot of couriers picked up the overflow from Royal Mail due to the strikes but they have found themselves swamped . Some couriers have "switched off" postcodes to give themselves a chance to deliver before Christmas and to get through the backlog of parcels.

Original poster
Cantonet · 20/12/2022 11:59

I sympathise with everyone having issues. I'm aware it's not exactly the fault of the retailer. But if they are not honouring orders until after Xmas then they shouldn't be taking our money.
Not even BrandAlley take your money until they are ready to post & items are in stock.
I've just checked back my messages only to find I haven't even received confirmatory emails from M&S upon purchase. Only messages from PayPal confirming the money has gone out of my account.

OP posts:
pocketvenuss · 20/12/2022 12:03

I've had things arrive way before the estimated delivery date this month. Obviously I've been pleasantly surprised. I hope everyone gets their orders

Zodiacsigns · 20/12/2022 12:56

OP put I an "item not received" with PayPal to get a refund and go buy it in store

Notonyournellykelly · 20/12/2022 13:02

Could it maybe be an issue with PayPal if you've not had confirmation from M&S themselves?

I only ask as I was buying something recently and couldn't use PayPal.

Trinity65 · 20/12/2022 13:33

RoarsomeTeramorphous · 20/12/2022 10:18

Boots is the exact same. Still waiting for an order. Doubt it’ll be ready for collection this side of Christmas. Royal Mail seem to be running pretty well in my area so should have used them instead of collecting. Annoying AF.

Yes, I had this issue with Boots last Year.
They had delivered to a different branch (same Town but opposites ends of) than the one stated and it took them a while to tell me that
This year I cannot complain as I did order online at the end of November and they came just fine.

RoarsomeTeramorphous · 20/12/2022 17:32

fernz · 20/12/2022 11:14

I do some work for an online retailer (not clothes) and a lot of courier companies are not taking parcels or not taking them for some postcode areas as they are so overwhelmed with demand due to the Royal Mail strikes. So that may be part of the reason.

Does that count when it's collected in store though? Surely that is internal deliveries instead of courier? That's what I chose as I was wary of RM and courier services. Just seems like crappy management at this stage - constantly repeated after covid...

Blingismything · 20/12/2022 18:07

M&S click and collect are couriered to the store each day. DPD is used in some stores.

IamChipmunk · 20/12/2022 18:18

Same issue with boots here.
I did a boots order on 28th Nov, click and collect, due 5th Dec.
You cant raise it as lost until its 9 days after its due date.
Ive just asked for a refund as its never made it to store...
Luckily wasn't xmas stuff.

Waited ages for an etsy order that was royal mail. I feared that lost but its turned up this week.

Ive had no issues with Next. Ordered something yesterday and that came today.

CrazCrashy · 20/12/2022 18:28

Also be extremely vigilant because if Royal mail or the couriers are able to demonstrate via their GPS tracker that they have been to your property that is being excepted as the thing being delivered, even in my case when they put the items in the bin on top of a load of cat litter and the items were food so frankly they could stay in the bloody bin.

allboysherebutme · 20/12/2022 23:26

It took about 10 days for my m and s order to be dispatched but I came yesterday. I think everywhere is just inundated. X

Strongbeatsskinny · 21/12/2022 12:06

Cantonet · 20/12/2022 11:28

@Strongbeatsskinny I've definitely not had a refund. Yes, I've ordered via click & collect. To not even reserve the items & allow them to go out of stock is pretty appalling, when they've taken my money.
If they had sent me a disclaimer to say this might happen I would have picked up the items in-store.
Yes, I've had issues with other companies too delivering late but surely m&s has it's own distribution network for it's click & collect.

I agree that they do have many distribution centres that also send stock into stores. Also clothing stores also do in-store picks if they have that item in stock.
In this case I think you should call the customer service helpline quote you order number and see what has happened with your order. This should be in you online ordering account spark’s. All your order information should be there UNLESS you checked out as a guest then customer services will be able to access your order and issue refund with a few security questions answered.

Original poster
Cantonet · 21/12/2022 12:41

After 3 back n forth messages on Instagram M&S have now sent me the original order confirmation email that I never received at the time. So the trousers will apparently be ready for collection 18 days after I've paid for them!
That's not good enough M&S.
There was no disclaimer on your website stating that items would be this delayed.

OP posts:
Strongbeatsskinny · 21/12/2022 13:01

@Cantonet you clearly wasn’t paying attention when you where checking out on the order as with ALL orders you have to click to proceed with the collection date with M&S before payment regardless of which payment method you used.
At least you’re sorted now however Instagram isn’t the quickest way to resolve issues a simple phone call with customer service support is an instant resolution.

My last M&S order didn’t arrive in-store when it said it had it had in fact been dropped with many other parcels to a different store in the region. They sent a member of staff to the other store to retrieve them when they were informed about it.

oceanbleu · 21/12/2022 13:06

My M&S order was dispatched sooner than I thought and available for pick up! Was very surprised. Was expecting it on the 28th. I ordered something from footasylum though and apparently the package has gone missing 🤦🏻‍♀️