Marks & Spencer Customer Service Issues

I visited your Brooklands store on Sunday, the 19th of December, where I made a purchase totaling £[redacted].07 using my M&S Mastercard. Unfortunately, I forgot to present a £9 voucher from a previous shopping trip that was still valid. The cashier had already processed my card when I mentioned it, and despite her politeness, she couldn't adjust it. I then tried the Service desk, but they were too busy to assist. Due to Covid restrictions and my age (74), making a return visit to the store seems challenging. I kindly request a refund of the £9 to my account. I have the receipts available if needed. Thank you for your attention to this matter. Georgina M.

I placed an order, but the notification shows it will be sent to my old address from 3 years ago. I attempted to fix this but couldn't. There's no phone support, only verbal help. Marks and Spencer has made it challenging to change the delivery address, leaving me unable to receive my paid-for item. It's frustrating, as I doubt the current resident at my old address will return the item. I'm now at a loss financially. Any assistance would be welcomed. Thank you. - L. Smith.

My grandchildren surprised me with the Christmas Rose Basket. Unfortunately, one flower was already open and many buds, but they all rotted. I followed the care instructions but couldn't save the plant. It seems the store's temperature may have been too cold. Some supermarkets place plants by the entrance where they're exposed to harmful cold air. I trimmed the plant, hoping it will regrow in the spring for me to plant in the garden. I am disappointed with the quality this time. Mrs. S Page

Dear Marks & Spencer, I am Olivia Mordhorst, a year 6 student at Nord Anglia International School Dubai. Our team, the Speed Demons, is participating in a school project called the F1. As the Marketer, I oversee Sponsorship and Merchandise. We are seeking sponsors for our project. In exchange for sponsorship money, your logo will be featured on our car and merchandise, visible to judges, teams, teachers, and parents. Winning this competition grants us entry to the national finals, expanding visibility for your logo. The sponsorship packages are as follows: Package 1: 150dhs - Logo on T-shirts and car Package 2: 250dhs - Logo on T-shirts sleeve and car Package 3: 275dhs - Logo on T-shirts front and car Package 4: 375dhs - Logo on T-shirts sleeves (both) and car Package 5: 450dhs - Logo on T-shirts big size and car Your benefits include exposure to teachers, judges, parents, potential live streaming, and Abu Dhabi Finals exposure if we advance. Thank you for considering sponsorship. Best regards, Olivia & Maxine (Marketing Team)

I had a disappointing experience with 2 customer service agents while dealing with a missing parcel from Hermes that was supposed to be delivered by M&S. Despite receiving emails from M&S promising delivery on the 19th of January, the parcel was nowhere to be found on the tracking system. The first agent, Michelle, was rude and accused me of lying when I tried to prove the promised delivery date. She abruptly ended the call. The second agent I spoke to was unhelpful, disrespectful, and dismissive of my concerns. His behavior was unacceptable. Thankfully, a third agent named Toni was able to promptly resolve the issue by reshipping the order for delivery. I noticed all agents sounded South African, prompting me to wonder if M&S outsources its call center overseas.

I am having difficulties getting in touch with Marks and Spencer either by phone or email as I seem to be going in circles with their various options. My husband recently purchased a suit online during a sale, which included two pairs of trousers. Unfortunately, after wearing one pair for the first time to work, they have pilled terribly at the crotch and upper thigh. Despite being a sale item, I believe the fabric should still meet standard testing requirements to ensure its durability. Considering my past experience in garment manufacturing, I suspect these trousers may be from a different fabric batch. I am hoping for someone to investigate this matter and provide me with a response. The specific trousers in question are item number [redacted]9 T15 1422Y/[redacted] in blue, size 40 regular, made from a wool blend performance fabric. Thank you, R. C.

I purchased two jewelry items on March 31, [redacted], and received an invoice - [redacted]-[redacted]. The total cost was £26.00, which was deducted from my bank account. I only received one order, the SILVER BATON DROP EARRINGS [redacted]4 (£7.50) via Hermes. The other item, SILVER RING NECKLACE Autograph (£15.00), was expected to arrive shortly but has not. Despite my efforts to inquire about the missing item, there is no information available. It is now April 5, and I have been unsuccessful in locating the necklace that I have paid for, including the £3.50 delivery charge. This was intended as a gift for my old friend's 60th birthday on April 2. I am feeling quite disappointed with the lack of resolution and would appreciate an update on the status of my missing purchase. - Tricia T.

I purchased a dress online using two £10 reward vouchers as a Premium club member. Unfortunately, the dress didn't fit well in the shoulders, and despite trying it on at home due to the current situation with no changing rooms, I had to return it to the White Rose store. I ended up picking up a pair of sandals instead. However, upon requesting a refund, I was informed that I had forfeited my vouchers because I returned the dress. This was disappointing, especially considering the circumstances and the fact that I am a loyal customer who spends a significant amount of money at M & S both in-store and online. It was disheartening to hear the comment made by the store staff implying that I should have anticipated not wanting to return the item. I believe that as a Premium club member, better customer service should be provided, especially during these times when trying on items in-store is not always feasible.

I recently went to my local M and S store in Bromley, as I do every Saturday. However, I was disappointed with the service I received this time. When the till crashed twice during my payment process, causing delays, I politely asked the Assistant if I could have the bananas for free as a goodwill gesture. Unfortunately, I was denied and had to move to another till, where I was informed incorrectly that I had been credited for an item. Eventually, I had to use an automated till to pay for the bananas due to more technical issues. It was not the treatment I expected as a loyal customer. I believe if this had occurred at Waitrose, they would have handled it better. I hope my feedback is acknowledged. Regards, J. Taylor

I ordered an Ultimate Afternoon Tea hamper for my mother's 90th birthday, and I'm in California while she can't go out due to Covid. I expected it to arrive today or tomorrow as per the confirmation on 24 April, but now there's a delay due to a supplier issue. I received an email explaining the delay and a refund of the delivery charge. However, there's no contact information for queries. I'm disappointed with this level of customer service, and I'm unsure how to track the delivery now.

Hello, I wanted to email you about signing a petition for the RSPCA regarding the welfare of chickens. I want to highlight that supporting the RSPCA might inadvertently promote animal abuse because of reported neglect and mistreatment of animals in their care. Before endorsing or purchasing from the RSPCA, I recommend researching their practices. There are concerns that the RSPCA may not prioritize animal welfare, as some reports suggest mistreatment. I have included links for you to explore, such as the program "RSPCA KILLED MY DOG." This highlights a heartbreaking incident where a dog was returned beheaded and skinned after an alleged fight. The RSPCA's actions have raised doubts about their integrity and compassion. Thank you for considering this perspective. - MRS. R W. F.A.I.R. Forum for Animal Welfare Information and Reform: You can find more information here. 1. RSPCA shots 11 healthy horses: Read about the controversial decision to euthanize horses despite being deemed healthy. 2. RSPCA euthanizes dogs with captive bolt gun: Learn about the method used by the RSPCA to put down dogs. 3. RSPCA conducts internal review after deer shot: Details of a troubling incident where a deer was shot and left in public. 4. RSPCA involved in shooting baby deer: A graphic video raises concerns about the charity's actions.

I visited the DEVIZES M&S today at 5pm and was disappointed by how I was treated due to not wearing a mask. I am exempt due to anxiety and asthma. The staff, particularly a young man at the door, have confronted me multiple times in the past, and today three staff members pursued me inquiring about our lack of masks. I explained our exemptions due to medical conditions but was aggressively asked for an exemption card, which is not legally required. My daughter, exempt for anxiety, was also pressured. This treatment, happening repeatedly, was distressing, causing my daughter to leave in tears. Despite this, I continued shopping. The staff's behavior was discriminatory and uninformed about the law. As a loyal customer, I hope for better training for the staff to prevent future incidents like this. Thank you. - Sarah L.

To whom it may concern, I am writing regarding my recent purchase of a gluten free macaroni cheese meal at your Camden store on May 26th. After consuming the meal, I fell ill with severe diarrhoea, enduring this discomfort until May 31st. I could only manage toast and water during this time due to the illness. Additionally, I developed a rash on my left leg, consulting my doctor and planning a visit next week. As a loyal customer at 77 years old, who has previously purchased many gluten free products, this experience has been disappointing. Regrettably, I will no longer be buying your gluten free macaroni following this incident. Could you please provide information if there have been other complaints regarding your gluten free food? Sincerely, M.H.

I am still awaiting a call back about my refund. I purchased two items from the Metro Center store on April 17th. I had to collect one item later as it was out of stock, but it had already been returned by the time I arrived. I inquired about a refund and was told it would be credited to my account, yet I do not have an account. The refund was mistakenly issued to Jacqueline Kendall's account since the shop assistant did not properly close her system down and placed the order using her account. After five phone calls, I discovered this mistake. I am frustrated with being put on hold and transferred between departments. I need this matter resolved promptly.

Today, I drove from Abergavenny to Monmouth with the intention of shopping at M&S. I usually find their food of good quality, but I was disappointed this time. I picked up cherry tomatoes, avocados, and satsumas/clementines, but they were all of poor quality despite being within their sell-by date. When I inquired about Gammon Shanks/Ham Hocks, the assistant tersely replied no without even looking at me. This was the final straw for me, and I left the store with my half-full trolley, extremely unsatisfied. I believe that this issue needs to be addressed. - AH

I attempted to return a bra today as it is not suitable for my needs. I have discovered this after wearing the bra, which fits me well but the style, a padded plunge bra, does not provide enough support when I bend over, causing me to readjust frequently. I own similar plunge bras in the same size from your store that work perfectly for me, so this particular bra seems to be an anomaly. The bra cost £18.00, but when I tried to return it at the store, the sales assistant consulted the manager, Lauren, who denied my request stating the bra was not faulty and had been worn. Despite offering to exchange it for store credit and not having the receipt, I was still refused. I would like to continue shopping at your store, but this experience has left me feeling undervalued as a customer. I am disappointed with the service I received and hope for a resolution. Sincerely, R. Hackforth-Nelson.

I've attempted to contact you, and it's challenging to navigate the answering service only to endure a 20-minute wait. I recently tried Live Chat, but the representative couldn't assist me, leading me to register. That process was problematic as it didn't accept my credit limit from the statement or the security numbers on the card. Now, I find myself at a standstill with M&S once more. I am trying to confirm a £90.20 refund from White Stuff. Additionally, while placing an order for a bra, the white bra turned out to be blue, and the trousers I wanted were out of stock but this information surfaced only at the payment page. These recurring issues have discouraged me from using my card frequently. Consequently, I've even gone as far as withdrawing money from my savings account.

I want to raise a concern about the company's decision to introduce a collection of underwear inspired by George Floyd. I fail to see the connection between his tragic death and a lingerie range. While I understand the idea of a skin tone range and supporting relevant causes, why choose George Floyd specifically? This feels like opportunism and could potentially drive customers away. Please understand that customers have varied political views, and I believe that politics should not come into play when purchasing undergarments. It's important for companies to be mindful of how they engage in social issues without alienating customers. Sincerely, Martin M.

I am located in the US and have been trying to purchase a Pure Cotton Vertical Striped Pique T-Shirt (Product code: T281839M, Size: Large) only available in your Philippines store now. I bought this item last summer from M&S USA, but it was damaged accidentally. The Philippines store explained they only ship within the Philippines and require a Philippine address on the order. I would like to know if it's possible to have the item sent to the London store for an extra fee, where I could pick it up in-store. Alternatively, can the item be shipped to a Philippine address of an M&S associate for me to collect via (DHL) pick-up? Please provide guidance promptly before the item sells out. Thank you for your help. Michael Marlowe

Today, I visited your Bigglewade store. At checkout, I used my Halifax card, but it was declined despite having sufficient funds. To avoid delaying others in line, I used a different card and received a receipt showing the Halifax card declined. Upon checking later, I found that I had been charged on both cards for the same purchase. Upon returning to the store, I was informed they couldn't help until the pending transactions cleared. This situation has left me frustrated as I am now dealing with the stress of paying twice for my groceries without a resolution for at least 5 days due to the bank's processing times.