Marks & Spencer Customer Service Issues

Regarding order HD[redacted], I am inquiring about the scheduled pickup by DPD. Despite receiving notifications from M&S for delivery on July 14, I have yet to hear from DPD. Originally, the items were to be delivered on July 2, which was delayed. The website stated a one-week dispatch, but my confirmation pointed to a 10-week delay. A helpful M&S staff member checked and assured me the items were in stock, suggesting a one-week delivery. Placing a new order resulted in the same delays. If the tables are unavailable, please update the website accordingly. The service has been far from satisfactory, and I would like clarification on the situation to avoid receiving the items post-summer. Please provide an update on this matter. Sincerely, Gina C.

I have a Marks & Spencer credit account under the name Susan Scott at 95 High Haden Road, Cradley Heath, West Midlands B64 7PN. I am also a Sparks loyalty cardholder with card number [redacted]3 [redacted]. I usually take advantage of Sparks loyalty offers and recently used the 20% off clothing & beauty offer at the store. While shopping at Merry Hill, Dudley, I found that the 20% discount worked for the ladies' clothing but not for men's clothing as I was informed it was a single-use offer. In the past, these offers have been multi-use, and it was disappointing not to apply it for all items since the men's and ladies' sections were separate. I hope for M&S to consider honoring the 20% discount for the men's clothing as a goodwill gesture by refunding £12.50 to my card. I have attached scanned copies of my receipts for reference. Looking forward to your response. Mrs. Susan Scott

I live in Australia and frequently order items from M&S for my daughter and family in the U.K. On Tuesday, July 29th, I contacted your [redacted]0 number to place an order for my grand-daughter's 21st birthday on the 23rd of July. I faced technical issues with the call, but later received a call from Sacha who took my order and payment details. I did not receive an order number and expected the confirmation email promptly. Sacha mentioned she was in South Africa. However, I have not received the confirmation email, causing concern about my bank details' safety. I have tried to contact M&S through email but struggled due to the lack of an order number. The items I ordered are the Super Snacks Gift Bag (Order #: [redacted]4, £30) and the Taste of Switzerland Chocolate Gift Bag (Order #: [redacted]4, £20). It is now Thursday, and I am anxious as the gifts might not arrive on time for her birthday. I hope to get clarification soon. Regards, D. Rowe.

Dear M and S, I recently purchased new underwear from your store and was surprised to see that the tags are still attached using plastic. Even though you claim the bags are made from recycled plastic, this is not satisfactory in terms of sustainability. If items need to be returned, a bag (not made of plastic) would be more appropriate. I suggest considering the following changes: switching to paper bags (charging for plastic ones is not a solution, as seen in stores like Primark and Zara), using string or biodegradable material for price tags (many companies are adopting this practice), and minimizing packaging in the food section. Despite this, I must say that your underwear is of excellent quality.

Yesterday (Saturday), I visited your Dumfries store with two Love2Shop vouchers, one worth £25 and the other credited with a blouse return. I asked an assistant if the refund was instant, which she confirmed. While shopping in the food hall, my purchases totaled over £39. At the till, the cashier struggled with processing the vouchers, causing delays and declines, leading to embarrassment with a queue forming. Another assistant tried to help at a different till, but the voucher payments were still declined. I was then informed that the refunded amount would take a few days to go back on the cards. I had to use my cash line card to pay for my shopping, leaving me short of funds until my next payday. The whole situation was inconvenient and embarrassing for me. - G. Steven

I purchased flowers for my sister to cheer her up during a tough time. Unfortunately, the flowers arrived without a gift card or flower food. I tried to address this through live chat twice, but each time I encountered issues. The first representative I chatted with yesterday asked for my billing address, which differs from my current address due to a recent move. However, the chat abruptly ended. Today, I tried again on live chat, but the representative I spoke to also left the chat before the issue was resolved. This level of customer service is unacceptable.

I had lunch today around 12:45 at the cafe in Blandford. I arrived with only one person ahead of me in line, but had to wait 15 minutes just to pay. The lady in front of me ordered two coffees, one soup, and a toastie, while the lone staff member cooked her order instead of helping me with my quick payment. When I asked why the wait was so long, I was informed that other staff members were on break, leaving one person to manage the lunch rush. After 15 minutes, another lady came back and insisted I be served next due to my extended wait. However, she took the time to tidy up before attending to me, almost causing me to consider leaving. The service was far below what I had expected.

I am trying to purchase a pair of men's cotton chinos. Unfortunately, the filters on the website are not functioning correctly. When I select one filter and then choose another, the first one gets deleted. The same issue arises when selecting colors, as only one can be chosen at a time. When selecting a size, the page only displays columns of numbers without indicating what they refer to, such as waist or inseam measurements. Consequently, I added an item to my bag unsure if it's the right fit, hoping for the option to return it if necessary. Despite selecting collection and choosing a store by entering my postcode, nothing appears. Even trying to pay for the item did not provide more options. Frustrated, my only recourse was to empty my basket. Attempting to contact customer service led to a half-hour wait, which was discouraging. This is my third unsuccessful attempt to purchase trousers, and I believe the website needs significant improvements to enhance the shopping experience.

Dear M&S Customer Service, I have a Marks & Spencer credit card and needed to check my outstanding balance. After logging in online, I noticed I was being charged interest, despite initially signing up for a 0% balance transfer. I wasn't informed of this change in interest rate. When I contacted M&S through the chat channel, I was told a temporary block was placed on my account since [redacted], usually applied during address changes. I'm concerned about the lack of communication regarding this block and the interest rate change. I believe M&S should have contacted me, considering they have my details on file. If notified, I could have avoided the interest charge. I had expected better customer service from M&S. Looking forward to your response. Regards, T.B.W.

Subject: Assistance Needed with Order Redelivery Hello, I am reaching out regarding an order concern. Unfortunately, I was unable to reply to Tashlyne's email as it came from a no-reply address, causing my message to bounce back. I would greatly appreciate if you could assist me in arranging a redelivery of my order. Thank you for your attention to this matter. Best regards, Nish O'Connor

For the past 6 days, I have called customer service but keep getting disconnected after waiting for 20 minutes. I have also tried emailing and using live chat, but I'm not receiving the correct assistance for my issue. I urgently need to return a dress, but as a guest customer, I don't have access to a printer to get the required label. Despite my explanations, they keep advising me to use Hermes or Royal Mail, which doesn't work for me. I am feeling very stressed about this situation as I simply want my carer to be able to take the dress to the post office for the return. I am requesting a label be sent to me promptly. It's important to note that the automated responses I have been receiving are not addressing my specific situation. I am unable to visit a store due to distance, and my carer can only manage local trips. Please assist me in resolving this issue promptly. My order number is [redacted]-[redacted]. Thank you, Angela S.

Yesterday, I bought some gift vouchers at the Barnstaple branch using my contactless card. The following day, I noticed that the amount was charged twice. After enduring 45 minutes on the phone, being transferred, and disconnected 4 times, I am extremely frustrated. One representative instructed me to visit the store with my receipt to resolve the issue. This seems unreasonable considering it was your mistake. I shouldn't have to make a 20-mile round trip and spend more money because of your error. What if I didn't have sufficient funds in my account for this error? The last customer service representative promised not to disconnect me, but unfortunately, I was disconnected again without a callback as promised. This level of service from a company I considered professional is disappointing. It seems like customer care is lacking, and this experience is disheartening.

I purchased a set of dining chairs on March 7, [redacted], scheduled for delivery on July 21. The chairs did not arrive, and I had to miss work for it. The delivery driver claimed they were signed for by someone pretending to be us, but they misspelled our name. Despite having cameras that showed no delivery, it has been challenging to get in touch with DPD, Wincanton, and Marks regarding order # HD[redacted]. Marks promised to follow up but failed to update me. After multiple attempts, I was notified via text on August 5 of a new delivery date set for August 30, without any explanation or email for the delay. The lack of communication from Marks after being a loyal customer for over 30 years has been extremely disappointing. The new delivery, RM[redacted], has caused confusion as I was informed they might be a pick-up due to the RM number. This frustrating ordeal has made me reconsider future purchases from Marks & Spencer. Sincerely, Haz Kjaer.

I am Ravindra Singh, the owner of a consulting company based in Jaipur, Rajasthan, India. Recently, my family and I visited the World Trade Park showroom on the First Floor in Malviya Nagar, Jaipur. While shopping at 7:10 pm, we were approached by a young man who asked us to wait without a clear reason, while letting others enter. This unequal treatment surprised me, especially considering my previous senior positions at companies like NCM and my annual company turnover of 2 - 3 Cr. The incident left a negative impression, possibly due to our casual attire. If there is CCTV footage available, I kindly request to review it to understand the situation better. Thank you for allowing me to share my experience.

While shopping at the Ballymena store, I bought three items during a 15% off promotion for ladies' clothing. I also handed the assistant a £19.50 credit voucher. Despite the assistant being distracted by a conversation with a colleague, I politely declined a bag as I had my own. However, she mentioned that the credit voucher had been used before, which I disputed since it was my first time presenting it at the store. After some back and forth, it became apparent that the assistant had mistakenly scanned the voucher twice. The situation was a bit embarrassing, as I felt accused of dishonesty, and there was no apology or explanation offered. Despite the mix-up, I maintained my innocence and suggested the double scan error, although the assistant did not acknowledge it. Ultimately, the issue was resolved, but it left me feeling uncomfortable due to the lack of acknowledgment of the error. Regards, Margaret K.

I recently purchased a 4-pack of Marks and Spencer Puff Pastry Cornish Pasties after a long break. I was excited to try them again but was disappointed with the quality. After storing them in the freezer for two weeks and trying four, I have to say the puff pastry was not the same as before. The texture was hard and far from the flaky puff pastry it claims to be on the packaging. I urge someone in your organization to taste them and see the discrepancy in quality. It's crucial for M and S to address this issue to maintain their reputation. Sincerely, Chrissy.

On the 5th of September, I visited M&S at Handforth Dean and bought a shirt and underwear. Upon realizing the shirt didn't fit, I intended to exchange it at M&S at Cheshire Oaks during a visit to family a few days later. When I tried to exchange the shirt yesterday, the assistant requested another receipt as the shirt was not listed on my 05/09/[redacted] receipt. Surprisingly, it appeared that the underwear portion of my purchase had been double-charged. The assistant couldn't process the exchange without the missing receipt and I ended up purchasing the same shirt in a different size. Sadly, I now have a shirt I can't wear and no way to return it for a refund.

I am inquiring about a product that was supposed to be available in your stores. You informed me via email some time ago that Monkfish would be coming to the food halls. However, I have not seen it in either the Lincoln store or the Triton Road food store. I am wondering if this product will be stocked in a store near me soon. I eagerly await your response.

I am a long-time member of Marks and Spencer Premier Club and have held a Marks and Spencer Credit Card for 27 years. Despite contacting customer service and emailing about missing Reward Vouchers and Premier Club Vouchers, I have not received a response. As a senior citizen of 78 years, I am disappointed with the lack of assistance, especially since I use my credit card frequently and am not benefiting fully from the Premier Club perks. Recently, due to home renovations, I misplaced my February reward vouchers and a £15.00 Premier Club discount voucher, as well as not receiving May's vouchers. Living near my local St. Albans, the free postage perk is not useful to me. I would appreciate help in replacing all missing Reward Vouchers and Premier Club Discount Vouchers for this year. If the original vouchers are found, I will dispose of them accordingly. Thank you for addressing this issue promptly. N.G.

I was deeply disappointed to receive your email indicating that there won't be Christmas food available for order this year in Northern Ireland. I have several questions - is this service no longer offered in other parts of the UK to which we belong? Has this service been discontinued in, for instance, Northern Scotland or the Scottish Islands? How about the Isle of Wight? What percentage of Northern Irish meat and chicken is being sent to the mainland? How many farmers will be at a disadvantage now in providing local turkeys to the community? By allowing pre-orders, wouldn't you have a better idea of what's needed, making it easier for you? If these items are in stock in the store, why can't they be pre-ordered? Will we, as a community, be missing out on choices available in Great Britain? We are all part of the same country, and I believe we are being treated unfairly because of a small body of water! I look forward to your response and explanations. A dissatisfied but loyal customer, Alison S.