Marks & Spencer Customer Service Issues

I ordered the [redacted]9 YL100 Beef Pie with Marrowbone for our Boxing Day lunch under the order no. [redacted]. However, upon opening the box to prepare it, I discovered that it contained bacon. Since I have an intolerance to pork, this was disappointing as the bacon was not mentioned in the brochure. The product was described as a beef pie with marrowbone, with no indication of bacon in the main description. As a result, I couldn't enjoy the same meal as my guests and had to resort to using leftover turkey from Christmas Day. Although my guests liked the pie, I was unable to partake in it. This was not the experience I expected from M&S.

On December 23rd, I made a purchase at Foods at Castle Point in Bournemouth, and my bill totaled £[redacted].79. However, upon reviewing the bill a few days later, I noticed that only £28.50 was deducted for staff discount instead of the usual amount. During my visit to the store to address this, a young man explained that the discount had been applied to the home goods section rather than the food items. I had used a £7.50 food voucher that I received in the mail, and he suggested this might have caused the issue. Despite using similar vouchers previously without affecting my staff discount, I found it confusing that this particular voucher would prevent it. The young man mentioned that the exclusion of staff discount with this voucher might have been in the fine print on the back, but I believe such a significant detail should have been more prominently displayed on the voucher itself.

Hello, my name is Ana Amani. I recently purchased two outfits for my boys, aged 4 and 9 months. The 5-6 years Grey Suit (style number: T88/4050G) fits my 4-year-old perfectly, but unfortunately, the 18-24 months Grey Suit (style number: T88/4050G) is too small for my 9-month-old due to his Pacific Island genes. I typically order a size larger when shopping online, so I would like to request an exchange for a bigger size for the 9-month suit. I just discovered that there is a Marks and Spencer store in Australia, and I am wondering if I can return these items there instead of sending them back to the UK. I appreciate your assistance and look forward to hearing from you soon. Thank you kindly, Ana Amani Returning Item: 4 Piece Outfit (3 months-7 Years) 18-24 months (UK) Height 90cm 35 1/2 inches EUR-90 Color: Grey

I went to your Torquay store on May 11th to purchase another Holly Willouby long-sleeved T-shirt priced at £8.50. I couldn't locate them in their usual spot, then noticed the help desk was no longer there. Fortunately, I was assisted by Jake, who guided me to the checkout for assistance. Despite the inconvenience, Jake kindly located the top I wanted, which had been rearranged since my last visit. Unfortunately, I discovered you no longer stock the Red or Yellow colors, only Navy which I already own. Jake's outstanding service made a difference, but I'm disappointed that you discontinued some great clothing items. While I've been a loyal customer for years, my recent visit left me empty-handed after a frustrating experience. Thank you for your attention. - Joy Parratt

Hello, my name is N. Lenney, and I need to address an issue regarding my former manager, M. Keleman. On May 12th, I resigned from Spencer's, but she labeled it as a termination. I expressed that I didn't intend to quit, but her behavior left me no choice. Megan's managerial style was unacceptable. She openly mistreated me and other staff members. Moments before I left, she publicly humiliated me, used foul language, and diminished me in front of colleagues and customers. She was aware of instances where the assistant manager neglected their responsibilities and engaged in wrongful acts. Additionally, she allowed unprofessional behavior like leaving the store during shifts and inappropriate actions at the front counter. Her actions caused distress and affected my well-being, leading me to take prescribed medication for anxiety and depression. I feel compelled to address these issues and seek resolution.

I received a gift from my daughter - a handbag from the Sprucefield M&S. As an elderly individual, I found it difficult to open the clasp. When I tried to exchange it today, I faced challenges. Despite only using it briefly and the clear design flaw, the manager refused an exchange. I even reached out to the complaints department and was advised to post it back. Due to mobility issues, I rely on taxis for travel. A friend will be helping me return to M&S on Thursday with the hope of resolving this issue. I attempted to share photos of the bag and the receipt, both of which are still in new condition. It's frustrating to encounter obstacles while customers returning clothes seem to have an easier process. This has been a new and disappointing experience, as I've been a loyal M&S customer for years.

I am searching for habas fritas for an upcoming party, but it's inconvenient to travel two hours to the Edinburgh Princes St store just to check if they have them. It would be helpful if there was a way to speak directly to someone in the store to verify the availability. I understand the frustration with the closure of local stores, making it challenging to find specific products. Other stores like Sainsbury’s offer assistance from in-store colleagues over the phone. Implementing a similar system would make it easier for customers to locate items without unnecessary trips. The convenience of online shopping is increasingly appealing due to the certainty of product availability. It would be beneficial for your stores to consider a more efficient way for customers to inquire about stock, ultimately improving the shopping experience. Sincerely, Yvonne.

I recently received an online order, but unfortunately, I missed the return window due to illness. I have been recovering from the flu, so I couldn't send back the items in time. Is there a possibility to still return the goods for a credit note instead of a refund? The items don't fit me, and I reside in Faversham, making it challenging to travel to Canterbury while still recuperating. I would appreciate it if you could respond and provide guidance on how I can proceed. Thank you.

Hello, I am a person who needs to eat, but I am disappointed because as a vegan, I cannot find suitable options at M&S Food. During my recent visit to the M&S store in Perth, I found very limited vegan choices. When I selected the vegan filter on the M&S website, I only found 16 options, with nearly half being fruit items. This lack of variety is disheartening. I am puzzled by the contradiction between M&S's sustainability goals and the abundance of non-vegan options, such as beef. To align with changing consumer preferences and environmental considerations, M&S should explore offering more vegan options as promoted by organizations like the Vegan Society and stores like Sainsbury's. For now, I will continue to shop at Waitrose. Additionally, I tried to contact M&S through the website, but unfortunately, the "contact us" feature did not work on multiple web browsers. Best regards, J

I recently bought a Poinsettia plant at the Witney store. Unfortunately, upon unwrapping it, I discovered that the bottom is full of dead leaves and there is a dead section, making it very poor quality. When I called the store, I was directed to an automated system advising me to return the plant with the receipt. Due to my schedule, I won't be able to do this until next week, which might be too late considering the condition of the plant. I would appreciate it if the refund for this item could be processed back to my card without requiring me to make the 8-mile journey to return the unsatisfactory plant.

I am disappointed to say that despite the message below and the live chat guarantee, my item has not been delivered. --- Dear Customer, We regret to inform you that there will be a 24-hour delay in the delivery of your order due to issues in our delivery network. We understand the inconvenience and disappointment this may cause. Rest assured, we will notify you via email with the updated delivery date once your items are dispatched. If you are not available at home, our delivery team will try to leave your order in a secure location on your property or with a neighbor. To track the status of your order, use the following link: [redacted]. For any inquiries about your order, please contact us through this link [redacted] or call us at 0[redacted]. Customers calling from overseas can reach us at +44 [redacted]. Thank you for choosing Marks & Spencer, and we apologize for any inconvenience caused. Best regards, Marks & Spencer Customer Services

I bought a Mushroom Wellington for the two vegetarians in my family for Christmas dinner. I followed the cooking instructions carefully, and when it was done, it looked great. However, the bottom was still raw because it was cooked in the foil container provided. This prevented the base from cooking through. Sadly, I couldn't serve it, so the entire meal was ruined, and the vegetarians had to make do with just vegetables. While I understand that cooking in foil can cause uneven cooking, the instructions didn't mention removing it. I was very disappointed with the outcome and had to throw it away. - J. Kemish

I recently spent 30 minutes on the phone, only to be disconnected after finally getting through. I would like to raise a complaint about an order I placed. Here are the details: Order number: [redacted]5 Product number: [redacted] Product name: Thinking of You Rose The rose I received was of very poor quality, resembling a miniature rose I could have purchased for £2.50 at the supermarket. Despite my experience as a gardener of over 40 years, this plant did not have a root ball and has not thrived since being planted. It was intended to be a special memorial for my daughter-in-law's late grandmother, which makes the situation even more disappointing. I request a replacement of better quality or a full refund. Additionally, I urge the company to address the issues with their phone lines as the disconnection was frustrating. Thank you, Sue.

I encountered problems with logging in and managing passwords while trying to order flowers as a gift online. Unfortunately, the delivery address was accidentally set to my own address. When I reached out to customer service by phone, there were issues with the call quality, making it hard to communicate clearly. Despite my attempts to convey the phone line problem, the representative was unhelpful, claiming the delivery address couldn't be adjusted. Requesting to speak to a manager led to being accused of lying, ridiculed, and abruptly hung up on. This treatment was extremely disappointing and unprofessional. Thankfully, I eventually resolved the issue by chatting with an online customer service representative. Despite making multiple complaints over three weeks, I have not received any response from M and S, which is extremely frustrating.

I bought a pair of pajamas at M&S Westwood (Thanet, Kent) on 18.8.20 for £27.50. I asked about their refund policy and was assured I could get a refund if unsatisfied. After washing the pajamas and finding them irritating, I tried to return them at M&S Canterbury. However, I was informed that refunds were not possible for worn items. I believe this was not communicated clearly during my purchase. As a loyal M&S customer, I feel this situation is unfair. I am not seeking a cash refund but would appreciate a gift card as a resolution. Thank you for addressing this matter. - Brian C.

I visited the Hereford food hall located in a basement and encountered an issue with using my Sparks card on the app due to no internet connection. Despite previous successful manual input by a staff member, this time an older lady was unable to assist or connect to the internet. I suggest M&S provide WiFi in the food hall for app use and train staff to input Sparks numbers manually. I felt blamed for the technical difficulties, which was disappointing. While I lost £15 in points, it's a minor inconvenience, but improved customer service is crucial.

Hello, this is Advocate Rahul Jain. I am a regular customer of your store. Yesterday, I visited your store at DB Mall, M.P. Nagar in Bhopal, Madhya Pradesh. I purchased some clothes for my friend. When I provided my friend's phone number and email, the manager and staff insisted that my friend needed to be physically present for the welcome coupon voucher. They behaved rudely and refused to give me the clothes. This was a strange and defamatory experience for me. Your staff was very unprofessional, and I am disappointed. I will not be returning to your store, and neither will my friend. Their behavior was unacceptable. It seems they suspected me of using a different ID for the coupon, requesting my Aadhar card, which was shameful. Please address this issue with your staff or I will take legal action. I felt deeply insulted by this incident. Thank you.

Subject: Assistance Needed with Order Issue I am seeking help regarding Order No: [redacted]-[redacted]. Both my wife and I attempted to place the order, but encountered the message "unable to process order as payment details cannot be verified." Despite confirming with M & S Bank that there were no issues with our cards, we were unable to resolve the problem after contacting customer services for assistance. I then attempted to place the same order using my M & S credit card, only to receive the same verification error email. M & S Bank has confirmed that there are no issues with our cards. We have reached out to Terrie D. at Marks and Spencer, but have not received any further response. Any guidance on resolving this matter would be highly appreciated.

I recently purchased a plant as a gift. I selected a delivery date and paid extra for it. However, I received an email last night informing me that the gift message couldn't be attached due to certain challenges. They offered a £5 e-gift card and assured me that delivery would still be made today as originally requested. I was anticipating a tracking code from the courier, Yodel, but never received one. After contacting customer service, they mentioned issues with the codes but guaranteed delivery today. Unfortunately, the plant was not delivered. I tried reaching out through live chat, where they initially seemed helpful despite my complaint, but the chat was abruptly closed. The gift was intended for my daughter, who is a busy NHS worker and needed it to arrive on a specific date. I was advised it's too late to cancel the order. Any suggestions on what I should do next?

I purchased 3 jumpers and a coat online and received an order confirmation with number [redacted]-[redacted]. After receiving the jumpers, I decided to keep them. The coat arrived separately, but unfortunately, there was no return paperwork included for it in the package. I have the return paperwork for the jumpers, but it doesn't cover the coat. I'm 84 years old and would prefer not to visit your store due to the current parking issues and health concerns regarding coronavirus. Please provide the necessary steps for me to return the coat either via post office or Hermes to get a refund promptly, as I intend to buy a different coat. I tried calling Customer Services today, endured long messages, waited for 15 minutes, and then got disconnected, which wasn't helpful and affected my stress levels. Despite the challenges faced this year, I want to wish you a Merry Christmas and all the best for a better [redacted].