Will hoey

[Cuckoos Nest]

Have always used M & S for online shopping but this year they have been hopeless!!

Four diiferent orders all messed up or cancelled, one was 18 days late from their delivery estimate and update

Brother in law works in a M&S distribution centre, says normally all leave is cancelled during the festive run-up but this year they can take leave, and are as a result working with less staff. He reckons the warehouse is bulging, when it should be nearly empty. (can't get it out quick enough) .

 

Just wondering if anyone else has been having problems this year? I won't be using M&S next year

 

Steve

[chelsea]

I havent had a problem Steve. I've had 2 online orders recently - one of them was on the 20% spectacular days and took 2 weeks to arrive (but i did receive an e mail apologising for the delay). I always ring them if I have any questions and they are brilliant. I do a lot of online ordering and out of all the shops I shop with M & S are the best for customer service (their call centre staff are very pleasant and actually sound happy!! )

[Cinnamon]

I have,but its being resolved.

 

My first order arrived 3 weeks after it was placed, & came in dribs & drabs.

 

My second order for glasses came with them all stacked inside each other so I had most of them chipped or smashed. That is being replaced,but the replacements are coming to me in dribs & drabs.

 

Third order arrived with no problems.

 

Last order, ordered a week before the third one is coming today hopefully, LESS the nice new door wreath that I need to hang up now

 

I agree that their customer service is fab at M&S, & I am forgiving them these problems for this reason.

I also think they have been overwhelmed by public resonse to the 20% days...................

[Cuckoos Nest]

I agree their customer services are friendly, but we shouldn't have to speak to them

 

Another thing that upset me was a 3 for 2 offer which they said had been dispatched, only to tell me after the delivery date that an item was out of stock so how come they had dispatched it???? , this meant they wanted to charge me full wack on the remaining two items, so I told them to cancel the order and sourced the items elsewhere, and slightly cheaper .

 

They know they are going to be busy so why have less distribution staff?

 

Why take orders and confirm dipatch if they don't have it in stock?

 

I always vote with my feet and so will take my business elsewhere for next year, which is a shame really as I have always been a loyal customer, but if they can't provide the service I am paying for then it's bye bye M&S online.

Steve

Edited December 12, 2008 by Guest

[Cinnamon]

I agree their customer services are friendly, but we shouldn't have to speak to them

 

You don't have to - you can track all deliveries online , as I have just found out

It won't get it to you any quicker of course,but at least you can track what is happening

[chickencam]

I had a similar problem with Waterstones online last year, but against my better judgement and seduced by very good offers I gave them a chance again this year. I ordered early in case anything went wrong but they were very quick and efficient.

 

I think that the popularity of online shopping has taken some retailers by surprise and they can be slow to catch up, but I think that this will improve in coming years.

[Tessa the Duchess]

My M & S order was a bit disappointing too, one toy out of stock, another toy despatched separately but still not received But, with all the drawbacks of online shopping I still prefer it to battling the crowds at Christmas time

 

Tessa

[bigmommasally]

I ordered loads on their first 20% off day and some of it took over 2 weeks to arrvie. On one day I received 3 huge boxes each with just 1 roll of wrapping paper in!

Another parcel had something missing but customer service were great and offered to re send it but I chose to have a refund instead.

 

Not their usual fantastic service but understandable I suppose given the time of year and 20% off.

[Bassett]

I've used M&S online several times over the last two years and ALWAYS have a problem with my deliveries. I've found it to be the worst online company I order from. My patience has run out with M&S and I will not order online from them anymore!

[miffy]

I have used M&S online for a number of years with no poblems at all, even around christmas. I placed an order in last 20% day, had an e-mail advising of dispatch date then an updated dispatch date, today informed order dispatched, I hope it all arrives.