Anyone else had a bad experience ordering online at M&S?

[YouDoughnut]

I ordered a handbag for my sister's birthday 9 working days ago. Delivery due today. I think 9 days for delivery is pretty appalling but as it's exactly what she wanted I decided to go ahead with the order, even though it's cutting it fine to post it to her abroad.

So they're due today, I arrange to be at home to make sure I don't miss the delivery and can post them straightaway and I get an email from M&S today saying they're out of stock so they've cancelled my order. I'd also ordered a couple of pairs of socks at the same time and the email said those will be delayed by another week. So that's 3 weeks waiting for some socks.

I sent an email complaining and their reply was that it was in their T&C that they can't confirm an order until they go to dispatch it. I really am furious.

I once ordered a skirt for DS christening, it never came. I kept getting emails saying it would arrive in a few days time, and then when that was up another email would arrive. The real problem was that they had taken the money for it, and it took lots of emails and phone calls to get it back, eventually I got it back and they also gave me vouchers to make up for it but I still kept getting emails saying it would come.

Yes it was the navy linen one - wasn't sure if it was supposed to sit at the hips or just was generously sized at the waist - either way it did me no favours!

I now refuse to browse the M&S site as the delivery is so crap. But I've had problems with JL, too - only in the furniture delivery, though. Other stuff gets here really quickly.

I do like M&S, but I have to say delivery isn't great, though haven't had as bad an experience as some pps. I can't say I would stop shopping there, just be very wary of relying on items getting here if I really needed them.

I put an order in on the 2nd, despatched on the 7th, arrived into delivery depot on the 9th, which was the estimated delivery date, didn't get loaded in the van until today, the 11th, still waiting! I am hoping the driver will just leave it at my door, as I live in the middle of nowhere and it is safe.

My Mum has been waiting months for a chest of drawers, they keep changing the delivery date.

If I don't have a free delivery code, I do nominated day and they NEVER deliver on time so you get the delivery charge back.

Top Tip!

Hello.

We thought you might all like to know that M&S have been in touch with us to say they've clocked this thread and are keen to resolve the issues you've all raised.

And we've just had this message from M&S Customer Service:

"We have emailed the customer and Mumsnet member who contacted us to let her know we have received her email and wish to discuss her individual complaints with her - we have given her the contact name of someone who will be able specifically help her."

Ooh!

Thanks Helen.

I can confirm that they have.

Oh and I tried to do the daily mail offer to get £10 off if you spent £50 - could I get it to work!

Extremely annoying so i purchased items elsewhere.

I got my order today, I will let my Mum know, I know she is fed up of waiting.

At least M&s are trying, unlike so many retailers.

Well, good on M&S if they're going to take action on the concerns raised here - bet they pay some research company thousands to get this sort of feedback!

I would certainly would order more often from M&S if they had a reliable online service re stock, P&P pricing and delivery. Might lure me away from JL!

i am still waiting for school trousers to come into stock since JUNE!!!

And M&S new refund policy is appalling. do you know that they wont give a refund or an exchange or a credit note/card after the time limit? ( i think its 35 days)

i tried to return a scarf recently that was just a few days over and they would do nothing. despite the fact that i had a receipt and it was still in store at the same price

the sales assistant was apologetic but the supervisor was cheeky and informed me that "lots of other stores do the same"

well not where I shop ( apart from tk maxx, but they are selling end of lines etc). I showed her the shoes in my bag i was just about to return to Schuh after about 6 weeks - not a problem as they have a 365 day return policy. Even if you have lost the receipt they will exchange, as long as you have the box etc to show its theirs

IME most other shops will give you an exchange or credit for goodwill, as long as its reasonably recent and the goods are not reduced

I ordered three items off the web on the 3rd November. According to the website my items have been delivered and left in a secure place at my house. Well all I can say its an invisible place since the front door opens on to the road and we have no side access that they could be left in. There are only 4 houses here and none of them have the parcel and nor do I.

Can I get any sense out of customer services, all they do is refer me to the track and trace facility via the web which informs me and them that the item has been delivered and left in a secure place. Its like Groundhog day, we go round and round with me informing the same people that there is not parcel and them telling me it was left on the 6th. It should be a big enough parcel with a coat in it. No action, no response and a lot of jobs worths.

I have another order pending which I can only hope arrives when I am in. Even the postman knows not to leave anything outside, its obvious it would be in the way, visible and likely to be lifted.

Kristina, think a lot of ppl will get caught out by M&S' change of returns policy for Christmas.

Returned DS' unworn and still tagged M&S school coat at the end of the summer hols as it was too small - with the receipt - and was told it was too late to return it by 2 days or even exchange it, there was nothing they could do.

The sales assistant was adamant and surprisingly rude.

I'm slightly to say that dh was so hacked off he just rejoined the queue, went to a different cashier, told her it was an unwanted gift, had no receipt, and she gave him a credit note.

enterprising DH [very smart for a man]

have you noticed how their credit notes look exactly like receipts, so its way to easy to stuff them in a drawer/envelope

when every other retailer gives you a gift card that looks like a bank card

God I didn't know that about not being able to get even a credit note. I thought that was standard.

they lost a whole order of mine and it was not small
rubbish never again

I placed an order today for something my DH wants for his birthday in December ... and the estimated delivery date is January 8th 2010! I don't know whether to just cancel the order or wait and see if it actually arrives this year . What on earth has happened to M&S?

It's got some kind of pathogenic problem caused no doubt by the Per Una corsages. Deadly looking virus/alien things if ever I saw any. stuck to everything.

My socks arrived today. Yay!

Well my order eventually arrived today when I was at work.

Dumped outside outside of my house in full view of the road in a large cardboard box clearly labeled M & S. According to the note through the door it has been there since 10.32.

Great you say but at approximately 12.30 today it pissed down with rain and the said cardboard box has been sat not only in the rain but ina puddle in full view of all passes by. The box has been opened at the top by some friendly thief but what I can ascertain everything is there. However they all now need a drip dry and a clean before Ican even contemplate wearning them. How do you clean rain water off woolen that clearlys says dry clean only.

I have taken photo's for proof, spoken to customer services whose attitude is well you have the stuff now so whats your problem. Correct me if I am wrong but I ordered new, clean and dry clothes to be delivered in a protective manner to my home. They are all going back!

Mr Rose comments please on my dripping wet clothes

I ordered some stuff for the kids for Xmas, 10 days ago, chose collect in store for town tomorrow as I'm can get there. Got an email today saying its nor being dispached and they'll let me know when it is!!!!!

All the stuff in in stock on line too...

So I've been on to debenhams, got similar stuff in the sale (and incl delivery have saved money!!) Have cancelled M&S - v poor service

M&S are the worst.. they accept online orders take full payment, and after a few days send you an email that the items are not in stock, but you are still charged!!! and to add insult to injury you have to wait days for your money to go back into your account. Really unacceptable behaviour.. never encountered it with any other online store. Fuming!!!:(

All of this and more. I ordered some things a couple of weeks ago, realised I’d put deliver to store rather than home, but despite logging in immediately - well within the allocated 30 minute time - it wouldn’t let me change it. Used the Live Chat too - nope. Phoned them - nope. Eventually I tweeted them and they answered. Nope. Can’t change it. All in all very frustrating and I went round in circles. They don’t seem to care either.

As I tweeted to them, if Boden, Next and ASOS to mention a few can do it better than M&S, it’s no wonder they’re losing customers hand over fist.

And DON’T get me started on the atrocious styling on the website!

So glad you’re reading this M&S, you can do better than this.