Marks & Spencer Customer Service Issues

I received £50 in vouchers when I bought M and S pet insurance. When shopping at a store in Manchester, I used £25 from one voucher and £5 from another as advised by the assistant, leaving £20. However, when I later used the remaining £20 at a Blackburn store, the new assistant said there was no balance left. I feel frustrated as I followed the previous advice. Please rectify this error as I would not have spent the £5 if I knew I would lose the remaining £20. Thank you for your attention to this matter.

I made a mistake when returning three items at the Norwich Branch yesterday. I unintentionally placed three dresses in two bags but printed only two labels, not realizing I had three labels. One of the dresses is not showing as returned yet. This particular dress was in the same bag as another one that was received and refunded. The other dress in a different bag was also acknowledged and refunded correctly. The dress that hasn't been processed is labeled as awaiting return, but it was in the same bag as a pink stripe dress that I did return.

I need assistance as I purchased clothes using my credit card. Unfortunately, I can only collect two items as the rest are not available yet. Due to an accident, I am undergoing private physiotherapy sessions, leading to unexpected expenses. The total order cost exceeds £[redacted], which is now needed for my medical bills. The order reference is [redacted]-[redacted]. I apologize for any inconvenience, and I kindly request to cancel the entire order and refund the amount. I appreciate your understanding and hope to return to shopping at your store when I recover.

I placed an order for 3 boxes of wine on January 5th with an expected delivery date of January 9th. This morning, while I was unavailable and my disabled husband had to answer the door, the delivery arrived at 7:20 am. I received a text message from DHL after the delivery window stating the wine would arrive between 07:57 and 08:57. Since the delivery contains alcohol, I am concerned there was no age verification upon receipt. The contents were satisfactory, but I am dissatisfied with the delivery experience due to the early arrival and lack of age verification.

We recently ordered lights from M & S for delivery. Upon receiving an email this morning stating our order would arrive today, we were surprised as we had made other plans. Unfortunately, we were unable to find an option to reschedule the delivery. Despite a message from your courier at 11:45 am stating the delivery window was from 11 am to 12 noon, the goods were not delivered by 4 pm, causing us to leave. It was only at 5:45 pm that we were informed the items had been left in a "safe place in the porch," but in reality, they were left in front of the house, risking theft due to our busy street. This negligent handling of our delivery, especially considering the value of the items, is concerning. As loyal customers who frequently shop online with your company, we hope such inefficiencies do not occur in the future.

I’d like to report an issue with the bronze Pembrokeshire turkey I purchased for Christmas [redacted]. I apologize for the delay in bringing this up, I was unwell due to the weather. I live in Southampton and placed the order in November to pick it up on 23rd December at Shirley Foodhall in Southampton. When I collected the turkey, it was squishy and flat, making it unusable. The person who gave us the order, a bald and rude employee without his ID, and the store manager, Tamsin, were unhelpful when we asked to exchange the turkey or return it to the chiller. Tamsin insisted the turkey couldn’t be exchanged and said some unhelpful things. We were only left with the option to leave without a suitable replacement. I am dissatisfied with this experience and with the management at M&S. I paid £[redacted] for a quality turkey, and this was not it. I have evidence of the purchase and the condition of the turkey. I hope this matter can be investigated promptly. For further assistance, please contact me at [redacted]. My name is Peru.

Hello, I wanted to share feedback on some Christmas products I purchased from your store. I bought a variety of desserts, but unfortunately, they did not meet my expectations. The 12 posh profiteroles were disappointing as several had no cream inside, and the raspberry roulade was watery and turned to mush. Additionally, the cheese crisps I bought turned out to be ready salted when opened. Following Christmas, my family and I contracted covid, and when I mentioned my disappointment to a staff member at M&S, I was surprised by their response suggesting I try Aldi next year. I had invested a significant amount of money in the party food range before Christmas, which was delicious, but this experience left me feeling let down. I wanted to bring this to your attention as I have always experienced excellent customer service at M&S, a store I trust. I am unsure about what went wrong in this instance. Thank you.

Dear Sir or Madam, I take my elderly father to our local M&S food store weekly for his groceries, a tradition of over 40 years. We enjoy coffee and tea cake in the café afterward. Last week, my daughter joined us and opted for a salad while I chose a cheese and celery sandwich. After being told we couldn't eat store-bought food in the café, we complied. However, a misunderstanding arose when my daughter added dressing to her salad intending to eat it in the car. The café assistant confronted her, causing a scene. The store manager intervened, realizing the situation. My concern is the assistant's inappropriate behavior and lack of proper training in customer service. Additionally, I suggest M&S allows customers to purchase food to consume in-store with the drink purchase, adjusting for VAT if needed. This would offer a wider food selection and enhance the café experience. Thank you, Sandy V.

Hello, I bought a coat for £55 before Christmas, but got it for £44 as it was on sale. After Christmas, I returned the coat with the price tag still attached, showing the full price of £55. Unfortunately, I had lost the receipt, which I believe was inside the coat pocket for safekeeping but forgot over the holiday season. I informed the assistant about the price I paid, and she gave me a credit voucher for £44. In the past, I returned an item without a receipt and was surprised to learn that with the intact price tag and barcode, a full refund could be given. This time, I received a credit note that I later used in the food hall for a £5 purchase, leaving £39 balance. I have now misplaced the credit voucher but still have the refund receipt. I visited the store today with the refund receipt, but was told nothing could be done, which was disappointing considering the fragile nature of the credit note. Since it's a significant amount, I would appreciate any assistance you can provide. Thank you, Lys R.

Hello, I bought a jumper at your Handforth store on January 14th. Unfortunately, I lost the receipt and tried to exchange it at the Trafford Centre today, February 5th, because it is too small. According to your policy, this should have been possible. However, when the store assistant scanned the item, it was not registered in the system, so I was unable to proceed with the exchange. I mentioned that during the original purchase, some items had to be manually entered into the system because the scanner was not working, but I was still denied. I spent approximately £[redacted] in your store in January and had about £70 worth of items to purchase today, which I ended up leaving behind since the exchange was not allowed. As a regular customer of Marks and Spencer's, I was disappointed by this experience and found your staff unhelpful. I would appreciate a response regarding any possible solutions. Thank you, Clare.

On Friday, February 17th, at around 14:55, I visited your cafe at the Ashton Moss store in Ashton under Lyme with my daughter. She ordered eggs Benedict from the all-day menu. John, who took our order, initially said they weren't available. Another assistant named Kez also confirmed that they were not available. We ended up ordering a toasty instead, which arrived burnt around the edges. Due to my daughter's severe anxiety, we chose not to complain. Our concern is not about the burnt toasty, but about the fact that 15 minutes after being told eggs Benedict was unavailable, Kez served this dish to another table who arrived after us. It left us feeling like we were misled during our order. The service we experienced has left us feeling very disappointed and let down.

I recently received a potted Calla Lily from M&S as a birthday gift, chosen by my daughter-in-law. Unfortunately, the plant quickly began deteriorating with the blooms collapsing and the leaves becoming mushy and rotten. Despite the soil being damp, the stems started decaying at ground level. The bulb itself now feels soft and squishy with only a couple of blooms remaining. I have been a loyal customer of M&S for many years, but I am surprised by this plant's rapid decline as their products have always been reliable. I wanted to bring this to your attention as I believe it is an unusual situation. I have not yet informed my family to avoid worrying them. I used to buy plants and clothes from M&S at my local store, now closed, but have generally been very satisfied with the quality. I hope to hear back from you soon. Thank you. Ingrid Falcke

Today, I visited the Bromley Store to return a gift, Boys Smith Skinny Jeans. Despite the availability of the same style online and in-store, the item couldn't be found on their system. I only wanted to exchange it for a different size. The assistant mentioned there was no record of purchase and implied I might have stolen them. This made me feel accused of theft, which was very upsetting. I'm disappointed M&S would insinuate something like this without any proof. While I understood I couldn't get a refund without a receipt, a simple exchange should not have led to such accusations. The experience was unpleasant, especially in front of other customers and my son who heard everything.

Good evening, I recently received my online order of some brown suede boots with order number er: [redacted]-[redacted]. I must express my disappointment with how they were packaged. Although they were a sale item, I would have expected the shoes to come in a box or at least some wrapping to prevent rubbing and scuffing during transit. Unfortunately, the shoes do not appear new, which is quite disappointing. I don't shop online often, but when I do from other retailers, this experience falls short. I have taken some pictures that I will attempt to include. I eagerly await your response. Thank you, Joseph

I placed an order for flowers to be delivered to my elderly and frail 91-year-old mother for Mother's Day [redacted] with order number [redacted]. I made the order with M & S well in advance, trusting their reliability. Despite opting for a close delivery date to avoid spoilage, the flowers were delayed and were eventually not sent at all. I have received a refund, but it does little to offset the hurt and embarrassment I now feel, especially considering this may be my mother's last year. The offer of a future business discount and the follow-up survey on service quality only adds to my disappointment. I urge you to rectify this situation. Perhaps sending flowers to my mother at no cost could be a good starting point.

I am having difficulty contacting M&S regarding my international order as I do not have an email address for them and calling is not always convenient due to time differences. Despite M&S's website stating 4-5 days for deliveries to Canada, my order placed on March 16th has not arrived as of March 30th. The tracking information shows it was shipped on the 17th but has been "in transit" since then, possibly indicating a change in delivery company. When attempting to use a complaint form on the website, it would not accept my order number, leading me to believe it may be tailored for UK orders without clear indication. M&S, please enhance communication options for international orders. Thank you.

I purchased three packs of meat from your Newport store, and unfortunately, both my son and I became very ill after eating it. We had Aberdeen Angus burgers and six posh hot dogs. It seems like these items might have been on the shelf for a while, as they were the last ones available. I am usually a big fan of your food, but becoming so unwell after consuming it has left me very unhappy. Within just one hour of eating, we both fell ill. My son and I were both violently sick, and it was a rough experience.

I received my order of two pairs of trousers, but unfortunately, when I opened the package, it seemed like the items were just thrown into the bag. They are extremely creased, to the point where they need to be pressed. This is the second time I have received an item in such a condition, and I am not happy with how they look. I will be returning them. My older items of the same kind look better than these new ones.

This morning, when I visited the Marks and Spencer's website to make a purchase, a pop-up appeared offering a Marks and Spencer's gift card. Despite my lack of interest, I couldn't find a way to close the page. I reluctantly answered some questions, providing minimal personal details like my address and phone number. In hindsight, this was unwise. I started to doubt the legitimacy of the offer and now feel it might be a scam. I want to alert others about this situation as it's concerning.

I had the best customer service experience at M&S Pudsey last night. I hurried in at the last minute with my daughter to find a strapless bra for her ball dress. The two ladies in the lingerie changing room were exceptional! They were highly knowledgeable and extremely kind to my daughter, putting her at ease and boosting her confidence. They turned what could have been a stressful experience into a really enjoyable one. Lovely ladies! Thank you 😊