Marks & Spencer Customer Service Issues

Regarding my purchase made on the 7th of January, I have attached my bill for your reference. Upon reviewing the items, I have noticed that one article is missing. This situation has been quite embarrassing as not only is the article missing, but we also experienced a security alarm going off while exiting the store. The manager apologized, took the item for inspection, and returned it to us at the exit. I am unsure if the article went missing then or if it was not included by the cashier initially. This experience has been unethical and embarrassing, especially when shopping from a reputable brand like M&S. I have been trying to contact the store at Ambience since then, but nobody answers the phone. Today, after a 45-minute wait, I spoke to customer care who advised me to email. I am disappointed to have to chase after you for this matter. After the unpleasant incident with the sensor at the exit, I now realize that the Puff sleeves sweatshirt in pinky peach priced at [redacted] is missing from my purchase. This whole ordeal has left me feeling exhausted and humiliated. I hope to receive a prompt response and necessary actions to rectify this situation.

After visiting your store in Westwood Cross, Kent, I discovered a small hole in a pure cashmere Autograph sweater purchased online last Christmas, which was intended for dinner attire. Despite minimal wear and no wash, the quality was poor compared to previous purchases, especially for the cost of £99. The assistant dismissed the issue, attributing it to moths, which I found unsatisfactory given my experiences with other cashmere items. Additionally, several pairs of socks with color accents had similar quality problems. I am not seeking refunds, but rather improved product quality from M & S. My disappointment led me to halt future purchases from Marks and Spencer.

Today, I visited Marks in Sheffield city center. As a disabled individual with severe mobility issues, I struggle with stairs. Upon realizing there was no escalator down from the second floor and the lift was not working, I had to rely on my husband to carry my rollator down. The lack of accessibility measures at the store left me in tears due to the pain and frustration. It would have been helpful if there were clear notices informing customers of the limited options for reaching different floors when the lift is out of order. As a supposed advocate for assisting disabled patrons, I expected more consideration for individuals like myself. The experience has left me in discomfort and disappointment, leading me to reconsider future visits to the store.

On March 28, I placed an order (#Order [redacted]-[redacted]) for collection from Winchester's Marks and Spencer store. However, upon arriving on March 31 to pick up the order, I found only one item ready, with no prior notice of any delays during the 4-day period. To add to the frustration, the full payment was charged to my credit card that same day without all items being available, and subsequent emails only mentioned delays without a resolution date. This underhanded approach to payment by Marks and Spencer is concerning. Despite attempts to contact customer service via online chat on March 31 yielding no response, I was later informed via email over the weekend that the remaining items are now ready for collection, yet the initial issues remain unaddressed. The struggle to reach customer services due to misleading website links emphasizing sales over service is disheartening. After managing to secure email addresses, neither provided address seems to be functional, adding to the lack of communication. I am seeking the assistance of a senior client service representative to rectify the poor communication, unauthorized payment, and delayed complaint responses promptly and to offer appropriate compensation for the inconvenience. Regards, Jenny Waite.

Subject: Disappointed with Recent Flower Order Dear Sir/Madam, I am writing to express my disappointment regarding my recent order [redacted]-[redacted], which was delivered by next-day service. Upon arrival, the flowers appeared to be in poor condition and seemed unlikely to last more than two days. The purpose of this purchase was for a retirement presentation, and it was disheartening to see the flowers looking worse for wear upon delivery. The stems were dry, some leaves were rotting, and petals had already fallen off - a far cry from the quality I expected from Marks and Spencer. At the age of seventy, I must say this falls below the standard I am accustomed to. A lack of water and proper packaging may have contributed to their state upon arrival. Yours faithfully, Victor Fergus

Hello, I have been consistently receiving emails about rewards I can claim with my M&S Sparks card for several months. However, every time I visit my local M&S store in Staines, they claim they do not have them available. This issue is very frustrating, especially considering the amount I've spent with my sparks card without receiving any rewards in return. I reached out via email yesterday but have not received a response yet. I would greatly appreciate it if someone could investigate this matter and either ensure my rewards are available at the Staines store or arrange for them to be sent to my home address. Thank you, Tracey Fielder.

Good Evening, I recently visited Winchester Services M and S between 5:30 and 6:00 pm today. While at the checkout, I had to search for a colleague as nobody was present to approve a bottle of wine I was purchasing. When I approached a female colleague for assistance, she immediately became upset when I mentioned the lack of service at the till. Despite feeling pressured to provide feedback, her reaction was unexpected and unprofessional. This experience left me feeling shocked and distressed, especially considering I have a heart condition. I hope the incident was captured on CCTV for review. While I typically do not complain, I felt compelled to share my unusual encounter for your awareness. Customer service is essential, and interactions like this can deter repeat business. I appreciate your attention to this matter. Yours sincerely, Catherine F.

Subject: Recent In-Store Shopping Experience at [redacted] Oxford Street Dear Sir/Madam, I am writing to address an issue I encountered during in-store shopping at [redacted] Oxford Street on 23/05. I visited to return items from an online order and a recent purchase. Despite having proof of purchase and the items being in the original condition, I faced difficulties with the staff, particularly Grace and the manager, Stacy. They refused my returns based on trivial reasons, which was disheartening. Subsequently, I had to visit another store for a hassle-free return. I usually shop online at M&S and have never faced such challenges with returns. The exceptional service I receive online contrasts the disappointing in-store experience I encountered. This incident left me feeling embarrassed and inconvenienced, leading me to reach out and seek resolution. I kindly request a timely response to this matter and hope that the staff involved will receive appropriate guidance to prevent similar incidents in the future. Looking forward to your prompt attention to this issue. Warm regards, Anna G. Customer London, UK

I am seeking advice concerning the return of an item. My mother, Valerie S., is a loyal customer at M&S. Due to my dad's illness, she purchased a jacket ([redacted]7T59, order ID [redacted]-[redacted]) on 17/01/22 for £69.00. We attempted to return it to a local Ashford Kent branch within 30 days, but they were unable to process the return/exchange due to it being an outlet store. We were finally able to go to a main store last week, but were informed by a sales assistant that as it was over 90 days, they could not offer a refund, exchange, or gift card. Given the recent passing of my dad and the circumstances that prevented the return earlier, my mum was hoping for an exchange as the jacket was too big. We were informed the return policy had changed. I kindly request permission for my mum to return the item for an exchange or gift card despite the situation. We have the receipt. Warm regards, Zena S.

I purchased these flowers for my aunt who has recently been in the hospital. When I was placing the order, your website's order page was continuously moving upwards, making it challenging to complete the form. Somewhere during this movement, the house number changed from 26 to 29. Consequently, the flowers were delivered to the wrong address (29), where the residents are currently away on holiday. The courier had to leave the flowers in their garage, where they have now perished. I am frustrated and disappointed with how the order page malfunctioned, resulting in my gift going to the wrong house and my aunt not receiving her get-well flowers. I chose your website because I couldn't find a bouquet of yellow roses, my aunt's favorite flowers, anywhere else. Though I acknowledge some responsibility, I wanted to bring this issue to your attention. I have tried to reorder, but the same problem persists. Additionally, I had friends test the order page, and they encountered the same issue. As a Sparks card holder, I hope this can be resolved with a redelivery at no extra cost to me. Best regards,

Subject: Incident at Marks & Spencer Store Dear Sir/Madam, I visited your Marks & Spencer store at the St. Nicholas Centre Aberdeen on June 9, [redacted], to purchase a dinner service. Unfortunately, while lifting my purchase from a glass shelf, I sustained a cut on my right knuckle due to a chipped corner on the shelf. An assistant promptly fetched a first aider who treated me on the shop floor. However, due to the awkward position of the cut, it took some time for the bleeding to stop. The wound continued to bleed on and off for several days as plasters wouldn't stay on properly. I am disappointed with the lack of follow-up or inquiries from Marks & Spencer regarding my injury, or any form of apology. Sincerely, John B. 27, Pinewood Gardens, Aberdeen. AB15 8JY

I had a disappointing experience at your O'Connell branch inside Jervis Dublin Ireland. I misplaced my receipt and needed it for 2 customers after me. The staff mentioned they couldn't reprint it, which I doubted as a retail manager myself. The supervisor, "Pamela," also said the same. She insisted I rescan my shopping and repay since I used a card, claiming it was the only solution. I declined, and she was unhelpful and rude, even indicating she was on her break. This lack of customer service is unacceptable, especially for someone familiar with quality service like me. It was a very disappointing and unfriendly encounter, with Pamela turning her back and walking away, which was frustrating.

My father, E.D., purchased two sets of bedding earlier this year from the Bluewater store. The waffle bedding, priced at £49.50 each, has shrunk and bunched up despite following the washing instructions correctly. He did not tumble dry them, although it was listed as an option. The sets are now unsuitable as the quilt no longer fits properly into the covers, causing distress to my father. He sought to invest in good quality products but they did not meet his expectations. I seek advice on how M&S can address this issue and alleviate his concerns. While a refund may not be feasible without a receipt, I believe a credit note would be appropriate. Despite his age, E.D. is sharp and cautious, so I am confident the issue lies with the material, not his handling. Thank you, Karen F.

Hello, my name is Dawn Kalve, and I am a trauma administrator at my local hospital. Next month, I am organizing an afternoon tea event with family and friends to raise awareness for breast cancer, a cause close to our hearts. Having lost my mother to this disease and supported my best friend through treatment, we are passionate about this cause. We are hosting the event on the 27th of August, Saturday, to raise funds with about 30 to 40 attendees. One of the activities planned is Percy Pig Bingo, which brings joy with its pink theme and tasty treats. I would like to kindly request if M&S could consider donating prizes for the Percy Pig Bingo game. Any contribution would be greatly appreciated, and all proceeds will support this important cause. Thank you for your attention, and I hope to hear from you soon. Kind regards, Dawn Kalve.

I have made four calls to M&S customer service to try to explain that one of their "one stop every parcel" shops is not accepting returns. Their logo is not listed, and I am unable to input the information manually. I was told by a customer service representative that it was a technical issue being resolved. After calling the next day, I was assured everything was fixed, but upon visiting the shop, the problem remained. Yesterday, reporting the fault again, I provided my phone number but did not receive a call back. I am considering emailing for better assistance in resolving this issue. The two shops I visited multiple times are located in PL9 9HP and PL9 9DG. Thank you, V.P.

I was upset when I was informed at the Kew retail store yesterday that M&S has now implemented a policy of gender-neutral changing rooms. While I support transgender individuals using the facilities, I felt uncomfortable with men (clearly identifying as men) lingering in the changing area. A floor assistant I spoke to seemed to agree with my concerns, noting that women are having bra fittings in this space with doors opening and closing. Additionally, a woman in the disabled cubicle had not fully closed the curtain for her privacy. I strongly believe that women's rights to safety, privacy, and dignity are being compromised by this policy and urge you to reconsider it.

Subject: Disappointing Online Shopping Experience I am reaching out regarding a significant issue with my recent online shopping experience. Initially, the product showed as available when I placed my order. However, shortly after making the payment, I received an email informing me that the size I had chosen was not in stock. When I contacted customer service in India, I was told that the order failed a quality check, which contradicted the email explanation. I requested to speak with a senior representative but was informed none were available, and despite assurances of a callback within 24 hours, I have not received any communication for five days. Upon following up today, I was once again told that senior staff were unavailable. This level of customer service is unexpected from a reputed brand like yours, and I regret to say that I cannot recommend your services to others. I anticipate a swift resolution to this matter. For record-keeping purposes, please respond to this email address. Sincerely, Rajiv C. Email: [redacted] Order#: [redacted] Address: Flat [redacted], HIG309, Ratan Lal Nagar, Kanpur, India, [redacted]

I had a disappointing experience at your Chester branch today. My wife and I were in town, she was at the hairdresser while I took our grandchild out for a pleasant day. When my wife tried to return a pair of trousers and a knitwear top at 2:30 pm, she faced issues with the stained top. The supervisor's behavior towards my wife was completely uncalled for, leaving her upset. The manner in which the supervisor handled the situation was unacceptable, causing us emotional distress and ruining our day. This incident has left us feeling extremely disappointed with M&S, both due to the poor quality item and the inappropriate customer service. We are so disheartened that we have decided never to shop at M&S again. I hope you will offer a heartfelt apology to my wife. - G. R. Peters.

I bought a three-piece set of ladies' underwear at the Crewe store in mid-September for my holiday in early October. Unfortunately, I've experienced issues with the adhesive on the gusset/knicker leg of the underwear. The first pair came apart after the first wash, and the same happened with the second pair. Even after just four washes, the last pair is showing signs of coming apart. I can't locate the receipt for a return, and I am disappointed with the quality. This is not the standard I expect from M&S underwear, as I usually find their products to be durable and long-lasting.

I purchased £75 worth of flowers in two separate transactions. One of the bouquets cost £35, and when I got home, I realized the date on them was the ninth. I returned to the store the next day to explain the situation, and the girl assured me there wouldn't be a problem and that the flowers would last for five days. Unfortunately, the flowers only lasted three days. When I went back to the store, they told me there was nothing they could do and that I should have checked before buying them. I find this unacceptable for a £35 purchase. I have the receipt and packaging, and I've been asked to return on Friday, but I am unsure of the outcome. I would appreciate it if you could investigate this matter, as I am dissatisfied with the customer service at the Teeside Park store. Thank you, Maureen.