Beware M&S orders not being dispatched.

[Cantonet]

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.

So variable - 2 hotel chocolat orders sent to two sides of south London - one arrived next day and one a week later!

I've had a Hobbs order get delivered to who knows where from a courier company they don't usually use in my area - doubt I'll see for Xmas now if I don't end up in a dispute - says delivered to a side door, I don't have a side door!

It's just that time of year and RM has added extra problems

@Strongbeatsskinny I suspect I just ignored the quoted dates, as on all other occasions my items arrived in 2-3 days.
Even part of the original delivery I'm waiting for arrived in two days. So the quoted dates seem to be ' by the latest date'.
Do M&S answer the customer services number without a long wait? Because no other company does this is why I've resorted to Instagram or chatbots.

My M&S order was ready a day earlier than expected for collection. Very relieved and it seems like a mixed bag of experiences on here.

It seems to depend on where items are coming from i.e store or warehouse. I recently ordered boots from Clarks which took weeks and weeks to deliver to my nearest store as they were coming from another store rather than the warehouse. It was really frustrating because there was literally no communication about the delay 🤔

@Cantonet I wouldn’t know how quickly the customer services support centre would answer a call. I’m simply going off past experience’s in store myself for which there’s been a few or what I’ve heard M&S staff tell others. They are very helpful in my local store on the click and collect desk/area they do have a computer where they can look up your order details if needed. That’s always been the first port of call they usually look to see if it’s been delayed or can even tell you if it’s out of stock and a refund is due ect.

Boots are terrible, their trustpilot reviews say it all! I ordered something for click and collect that was meant to be in store 10th December and it never turned up, the store don’t help you either cos they claim the website is a different company 🤔

I ordered a coat from M&S at the end of November that took three weeks to be dispatched. Once it was dispatched, I got it three days. Had I known it would take so long I would have bought one in store. They never gave me an estimated arrival date.

I ordered 6 items from marks on 15 November and only one has arrived! So annoyed. Have now had to buy more things as these were Xmas gifts

I ordered a small Xmas tree from M&S in November. Delivery was going to be 12 days later in early Dec. It got to the day before delivery was due before they emailed to say it was now out of stock.
Deeply unimpressed as by then I couldn't find a similar replacement. Why take my order and money if they can't fulfill the order?!

I ordered something from M&S on 11th December, for collection at my local store on 17th. I had an email on 17th to tell me it had been delayed, and since then, nothing. They've taken my money, and I'm not able to cancel the order now. So I wait, but don't have much confidence it will tun up in the next 3 days.

I ordered something at the weekend and chose this Friday for delivery. One order is on time but the other is now delayed. Its evri. Just always delays with them. Very annoyed as it is a gift for my ds.

I've had loads of problems with M&S click and collect. I ordered some wellies and got a huge granny nightie! Didn't want to have to traipse back to store so they eventually agreed to deliver them to my home.
Then I ordered some thermal stuff before the cold snap arrived. First order went missing then they apparently resent it and that went missing too - just said it was on its way so after 2 weeks I asked customer services what was going on. They asked if I wanted a refund and I said no I wanted the items. Then a further email saying that one of the items had gone out of stock (no surprise as it was now freezing) so had issued a refund. Really poor customer service especially as I was Xmas shopping when the email came through so checked in the store and there the item was on the rail in stock!

I had to phone M&S customer services a couple of months ago and it took 20 mins of navigating automatic menus and being told by a robot voice that I should go online (it was not possible to do what I needed to online) before I even got in the queue to speak to a human. When I did eventually speak to someone they assured me they had sorted it but they had not and I had to do the whole rigmarole again the next day. I dread to think how much worse it would be the week before Christmas. So Insta is a good call IMO.

Taking your money before despatch is illegal.

Point that out and you should be refunded on the spot.

I ordered from the m and s website on Sunday night and there was a big bammer saying that clothes and home orders would not arrive in time for Christmas, and again a note at check out to say the same. I didn't mind as it was just a few items if clothing for myself. I was really surprised that everything arrived today. Maybe it depends where you are? I am in Norfolk.

Banner, not bammer!

I doubt there is a good reason for your problems with these companies. I ordered from Hush and Other Stories a few days ago, both delivered. From Schuh 3 days ago, delivered yesterday. From Boden yesterday, notified this morning that the order has been dispatched and Evri emailed me this afternoon that they have received it!

Marks and Spencers mistake was to use Evri [Formally know as Hermes] for it's deliveries. I have now had notification that both my orders are now delayed. I doubt I will get them tomorrow

I am quite annoyed. They were due to arrive before Christmas.

Thank you for that @Supersimkin2.
I thought that was the case. Unfortunately these were clothing items I really wanted. It beggars belief that M&S with its reputation as a British Stalwart think they can get away with doing this. They know they've been taking money for several weeks, without any hope of delivering these goods.
Absolutely shocking.

I ordered cashmere bed socks as a gift from M&S on the 7th. Click and collect to my local food hall, they're delayed until the 28th which means I'll have to return them and buy another gift. PITA.

@AnnieSnap I've also had problems with companies delivering via Evri. But my local guys brilliant, but run off his feet. We live pretty rurally, so he's delivering once weekly. I know things will be late, but that's not the shops fault.

I ordered some things from M&S using the 20% discounts I got from the 12 days of advent, and one item full price.

On the 19th, the day I was due to collect everything, I got a msg that some of my order was cancelled and the rest would be ready in the new year. I also got a msg saying my order was ready to collect. This turned out to be the full price item.

What don't you call their customer service ? Instagram is flaky at best for sorting problems !

I work for next and our customer service excellent . They will sort anything if you ask .

I've also found marks to be fantastic if you call them!

It is Xmas and both companies will be processing thousands of orders daily . Things go wrong sometimes!

I had a similar experience with M&S. They refunded the money, but what is the point? I want my stuff, not my money back.