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Original poster

M&S bad returns customer service, anyone else?

48 replies

branumission · 28/04/2025 01:31

Returned clothing items at our local Food Hall on 14th April.
M&S online say they have my return and my refund should be on 24th April.

24th April came around, no refund. I called customer service who did not investigate or help. They said “yeah, give it another week”.

They owe me over £400, they checked all of the items instore. Everything was unworn and had all of the tags on them. I had received the parcel on 9th April.
£400 + is a lot of money for me.

Despite the return on 14th, M&S tracking says that the parcel still hasn’t arrived at their main warehouse.

What can I do about this?
Has this happened to anyone else?

OP posts:
GoodVibesHere · 28/04/2025 02:18

Well since the recent cyber attack they still aren't taking online orders. People have been unable to pay using gift cards, and all sorts of chaos. I think they're struggling to manage it all.

foxyfour · 28/04/2025 06:24

i had flowers due to be delivered to my sister yesterday. Nothing. No updates or flowers. I did call and speak to someone who said they will cancel the order and I will, receive an email. That’s still not gone through either. I just think everything is particularly slow with the cyber attack.

Bananafofana · 28/04/2025 06:28

As an aside, £400 is a huge amount of M&S clothes - I do wonder if it’s triggered some additional checks. I collected some things from our local foodhall yesterday and the computer system was completely down. They couldn’t scan my barcode and just had to search out back in a mountain of parcels with just my name.

ToKittyornottoKitty · 28/04/2025 06:31

I’d assume it’s due to the well publicised cyber attack. £400 of clothes to return is huge!

LillyPJ · 28/04/2025 06:31

I think I'd send an email stating all the facts so you'll have everything in writing if things aren't resolved. Maybe set a deadline for getting your money back too. It might be the cyber attack that's delayed things so hopefully you won't have to wait too long. And you might get a voucher or something as compensation!

Sofasloth · 28/04/2025 06:33

It'll be the cyber attack. I'd wait another week. They probably are in a right mess with returns but if you have proof of purchase, return but no money back I'm sure they'll sort it when they can.

SnuffleTruffleHound · 28/04/2025 06:39

I had this a few months ago, returned a home ware item, I had an email confirmation they had received it but the money didn't arrive, I left it the standard 10 days and got in touch, it has got stuck in the system and they processed the refund.

although given the cyber attack everything will be delayed anyway.

chirpes · 28/04/2025 06:41

I had a return a while ago and was panicking as it was taking so long. I think it took about 4 weeks in total and that was before the cyber attack. Hope it comes through soon.

Soontobe60 · 28/04/2025 06:44

I’ve never had an issue with returns. I returned some items via a food hall 2 weeks ago - dropped off on the day before Good Friday, emailed acknowledgement same day and money in bank the following Tuesday.

Barrenfieldoffucks · 28/04/2025 07:39

I've always had really good experiences with M&S.

B1indEye · 28/04/2025 07:45

I've never had a problem with returns, as everyone else has said it's most probably the cyber attack.

Obviously not good for you that you haven't got your money but not much they'll be able to do until it's fixed.

From all the press it does seem to have been something pretty serious

Snackpocket · 28/04/2025 07:47

I’m pretty sure it says on their website 10 working days for food hall returns. That would usually be today but with Easter bank holidays it’ll probably be later this week even if their other issues aren’t involved.

Peasinthefreezer · 28/04/2025 08:43

I had a problem with an item I returned last month, they said they received it but the refund never came. I chatted to someone last week in the online chat on the app and they processed the refund there and then.

Autumnlife · 28/04/2025 16:05

I went into my local M&S earlier and the clothing sections were very sparse . An assistant told me that they didn’t know when they would be getting any clothing deliveries. In the food hall there was a lot of gaps on the shelves. It’s the staff I feel sorry for they don’t know how long this’ll continue unfortunately.

lindyloo57 · 28/04/2025 17:39

I think its the cyber attack, I took 3 things back last wednesday that I ordered online, I have the receipt as I did it with a casher, but my online account doesn't say that they have been returned yet.

Original poster
branumission · 28/04/2025 17:56

DH & I are relatively young empty nesters. We have had plenty of financially hard times over the years.
Yes, £400 is a big return. The order total was more than that.
I’m not a weird shape, I just have always hated shopping.
Twice a year I make a list of what I need/want, I usually start with somewhere like Next, M&S for basics and add some distinctive pieces to that.
My M&S order did include bras, pants, pyjamas and other underwear.

Yes, I knew about the cyberattack.
I get it, it will have thrown them off completely though they have had over a week to sort it out.

FWIW I feel angry on behalf of the staff who cannot work today and won’t be paid for it.

My lack of refund is insignificant when compared with those who cannot put food on their table today.

OP posts:
Cantonet · 28/04/2025 19:08

I returned a couple of things in a store near my parents that i had ordered online on Friday & it was refunded by today. Maybe some stores are working up to speed but others are not. I must admit the assistant was utterly frustrated as a supervisor had to keep on okaying every individual refund.

Ddakji · 28/04/2025 19:10

branumission · 28/04/2025 17:56

DH & I are relatively young empty nesters. We have had plenty of financially hard times over the years.
Yes, £400 is a big return. The order total was more than that.
I’m not a weird shape, I just have always hated shopping.
Twice a year I make a list of what I need/want, I usually start with somewhere like Next, M&S for basics and add some distinctive pieces to that.
My M&S order did include bras, pants, pyjamas and other underwear.

Yes, I knew about the cyberattack.
I get it, it will have thrown them off completely though they have had over a week to sort it out.

FWIW I feel angry on behalf of the staff who cannot work today and won’t be paid for it.

My lack of refund is insignificant when compared with those who cannot put food on their table today.

For goodness’ sake, it’s a cyber attack! Do you think M&S wanted it to happen?

Ive never had a problem returning to them but obviously they are having problems. Not sure what you expect them to do?

INeedAnotherName · 28/04/2025 19:28

Yes, I knew about the cyberattack.
I get it, it will have thrown them off completely though they have had over a week to sort it out.

If you knew about it why are you making a post bitching about the customer service? They can't help it. Complain to the National Cyber Security Centre who are advising M&S if you think a week is too long to fix a cyber attack, I'm sure they will appreciate your input.

Cantonet · 28/04/2025 19:31

The problem is @INeedAnotherName that people are desperately short of cash at the moment. Something not being refunded may tip them over the edge. So don't denigrate this type of post.

Vermin · 28/04/2025 19:39

I’ve had an order cancelled with an email confirming the card details they’re refunding to - and it’s not my card! Will wait and see what happens but that suggests to me that card details have in fact been compromised

INeedAnotherName · 28/04/2025 19:41

Someone who can drop £400 on clothes is not that short of money.

Tbh it was the snappy fingers of " well they've had a week!" that bugged me more.

Aworldofmyown · 28/04/2025 19:48

They are still not fully operational and have made this very clear. YABU.

IDontHateRainbows · 28/04/2025 20:38

branumission · 28/04/2025 17:56

DH & I are relatively young empty nesters. We have had plenty of financially hard times over the years.
Yes, £400 is a big return. The order total was more than that.
I’m not a weird shape, I just have always hated shopping.
Twice a year I make a list of what I need/want, I usually start with somewhere like Next, M&S for basics and add some distinctive pieces to that.
My M&S order did include bras, pants, pyjamas and other underwear.

Yes, I knew about the cyberattack.
I get it, it will have thrown them off completely though they have had over a week to sort it out.

FWIW I feel angry on behalf of the staff who cannot work today and won’t be paid for it.

My lack of refund is insignificant when compared with those who cannot put food on their table today.

How do you know the staff won't be paid? If they are contracted to work x hours per week then M and S will have to take the hit, they'll still get paid.

Heckythump1 · 28/04/2025 22:17

I work for M&S, we are still having huge issues with all our systems, it's absolutely devastating to not be able to work how we normally do.
Our website is still down as well.
I can assure you they are not deliberately withholding your refund.