I've had issues with my last 2 orders with M&S, one where I had a dirty used suede jacket delivered (badly soiled and obviously a worn return) and one where three items are missing. On both occasions, customer services (based in South Africa, which was news to me), have little information and messed up the return issue badly with the jacket, despite confirming their actions to me in an email. Wondered if my experience is the norm, or if others have experienced the same problems.