Marks & Spencer Customer Service Issues

I purchased khaki joggers for my husband, but neither pair has been delivered. I decided to order a second pair, hoping he could use both since he wears them at home and for local shopping. However, the second pair has also not been received. I would appreciate guidance on how to obtain them as my husband is disappointed and has asked for a resolution. Thank you. - Carol D.

Dear Customer Service, I am reaching out because I have yet to receive my replacement order. I was informed that the item was in stock. Could you please update me on the delay? Thank you. Sincerely, Michele J.

I recently purchased two sets of boys' pajamas from Marks & Spencer online. Unfortunately, one pair was canceled due to being out of stock. When I called customer service to cancel the other pair to match for Christmas, I was initially told it was too late. However, after explaining I wanted a stop and return once shipped, they were able to assist. The email to stop the order was sent to RoyalMail on Monday, October 11th. Despite this, I received a notification on Wednesday, October 13th, that the order was on its way. Contacting customer service again, I was informed that the stop and return service was not guaranteed. Now, I will have to return the item I no longer want myself.

I received a white t-shirt from you today, which was priced at £15. Unfortunately, I had to discard it because it was extremely wrinkled and appeared used. It seemed like it was tossed into a bag without being properly wrapped. I suspect it might have been a return from another customer that was resent to me. I am disappointed with the condition it arrived in. It was unacceptable that it was sent in such a state without being wrapped. I decided not to return it because I feared you would claim it was not returned in perfect condition or accuse me of wearing it. I am upset about losing £15 and the postage costs. I look forward to hearing your response.

During my visit to M&S CAFE at Tachbrook Shopping Centre in Leamington Spa with my daughter, we found that all orders needed to be placed via the app on the phone or the one at the entrance. Unfortunately, when we requested to customize our order by omitting the garlic dressing and gherkin on the fish finger sandwich, a staff member informed us that it was not possible. Unlike at McDonald’s where you can adjust your order on the screen, we encountered this obstacle. We were willing to pay the same price, just without those two items. Opting for a bacon sandwich instead, it was more of a streaky bacon sandwich as there was very little bacon, filling made me fat, and it was overflowing from the bun. It's disappointing when food customization isn't accommodated, especially considering the current economic challenges some may face in the area.

Last Wednesday, I placed an order with M&S for 3 items totaling about £60. I cannot locate my confirmation but the delivery was scheduled for November 2. I live in France and received several messages from DHL referencing [redacted], requesting €30.50 for customs duty. After contacting M&S, it seems I was connected to UK customer service due to English being spoken. The representative located my order and advised me not to pay the fee, informing me it was an error. DHL attempted delivery on November 2, but I refused to pay the €30.50 so they left with the package. I am now unsure of what to do next. Faith S. 8 Impasse de la Forge, [redacted] Lathus St Remy, France

Order NUMBER: [redacted]-[redacted] I placed an order for flowers and chocolates for my daughter's birthday, but they never got delivered. According to Yodel, there were delays due to "adverse weather conditions," which seems unlikely as it was a sunny day in Cambridge where my daughter lives. I'm requesting a full refund of £40 and a complimentary replacement bouquet to be sent to the same address. I am quite disappointed by this situation as timely delivery is crucial for birthday surprises. Elaine S.

Hello, I am writing regarding order number: [redacted][redacted] placed with M&S on December 1, [redacted]. I am disappointed that the delivery date is scheduled for December 23, despite being initially advised that the delivery time is 3-5 days or even quicker. I made my purchase based on this information, which has proven to be inaccurate. Knowing that the delivery would take over 20 days, I would have reconsidered my order, as the clothes are urgently needed to keep my kids warm. I kindly request your assistance in expediting the delivery process. Thank you.

I made my first online purchase on December 10, [redacted]. I entered my email to receive the 10% discount for new customers. Unfortunately, the promo code arrived after I had already placed my order, causing me to miss out on the discount. I was hesitant to wait too long for the code, as the items I wanted were running low in stock. I would appreciate it if the 10% discount could be applied to my credit card, as every bit of saving matters!

I placed an order for flower delivery yesterday, but the status still shows "order on its way." The delivery was supposed to be completed by 7:00 pm, but even at 11:00 pm last night, it had not arrived. The flowers were meant for a close friend who is currently in self-isolation until after Christmas due to her husband's upcoming serious operation. I was hoping to send them to provide some cheer during this difficult time.

To whom it may concern, I have been a loyal customer of Marks & Spencer for many years, along with my friends and family. On Sunday, December 12th, I visited the store to buy a cake for my granddaughter's birthday on the 16th. I accidentally picked a cake with the date of the 13th, realizing it was expiring before her birthday. Upon trying to return it the next day, I was offered a small discount or to keep the cake, which was not suitable for me. Given the current pandemic and my anxiety, I was disappointed by the inability to exchange the cake. It was an honest mistake, and I did not expect such limited customer service from a brand like Marks & Spencer during these challenging times. I hope this situation can be better addressed in the future. Thank you.

I recently received a "Flower Box" from my niece as a Christmas gift, but I have to say it was more of a "Rubbish Box." I am extremely disappointed considering the amount she must have paid for it, especially knowing your usual prices. I have taken photos as evidence — the box contained three large, unattractive items resembling cabbage heads with wilted outer leaves, three big pieces of fir tree, and a handful of wilting flowers. I have seen far better quality flowers in Lidl's for a mere £5. The product I received from M&S is simply appalling.

Order number [redacted][redacted]. I purchased this as a Christmas present for my husband to be a surprise. However, he received an email today with a picture of the jacket and accessories, ruining the surprise. I ordered it in my name and paid for it with my card, so I do not understand why he would get the email. I am disappointed by this oversight and would appreciate an explanation for why this happened.

Order Number: [redacted]-[redacted]. Recipient: Miss M.R., G41 3UH. I recently spoke with an advisor regarding my displeasure at not receiving the Christmas Eve flower delivery. Unfortunately, the replacement flowers are now delayed until the 31st of December, which is very disappointing considering the original order was placed on the 16th. The compensation offered, an extra £5 added to the replacement flowers and a £5 eVoucher, does not seem adequate given the circumstances. I believe a more suitable resolution should be provided, especially since this affected a surprise I had arranged for a friend spending Christmas alone. I am hopeful for a better solution from M&S. Warm regards, J.E.

I purchased two identical girls' dresses on sale for my granddaughters but realized later that they were supposed to come with tights as part of a set. When I brought this up at the Watford Store, the Store Manager was called and accused me of not checking the labeling properly at the time of purchase. Despite my explanation, the Manager was rude and implied I was lying about the missing tights. I was told I could return the items for a refund, but I wanted the missing tights or some form of compensation, as I preferred to keep the dresses. I left the store feeling frustrated with the Manager's dismissive attitude.

I recently moved to a new address, and my post code is not being recognized when using my M&S Bank credit card. I updated my address with M&S Financial Services over the phone. Even though my card is valid until 04/24, I was told it had expired. When trying to enter the card number on my iPhone as requested, there were technical difficulties. I've spent over an hour on the phone trying to resolve this issue. This problem has not occurred with other companies, and I am unable to make online purchases at M&S. Can someone help me understand what is going on with Marks and Spencer's services?

I am experiencing difficulties with statements not being delivered by mail. This has caused me to miss payments, resulting in paying high interest and late fees. Despite speaking to multiple staff members and the post office, no explanation has been provided for these missing statements. Prior to this issue, my account was always paid in full and on time. I have tried unsuccessfully to set up online or direct debit payments, but due to my age, I find it challenging. Regrettably, I feel compelled to cancel my M&S card. Please advise me on the necessary steps to take. Thank you. Sincerely, S.E. Fosbrook [redacted] Telephone [redacted]

As a loyal customer of Marks & Spencer, I usually do not complain, but I must address my recent experience at your Watford store cafe on Wednesday, 2nd February, [redacted]. I waited in line, and the lady who served me appeared to be in a bad mood. She handled the crockery roughly, and the cups were placed haphazardly on the saucer, needing adjustment. The lack of pleasantries like "please" or "thank you" during payment was concerning. I believe she may be better suited for tasks like stocking shelves where minimal interaction with customers is required. I am a communication skills teacher and such behavior stood out glaringly. While I understand the challenging times we are in, the quote "if you can't take the heat get out of the kitchen" comes to mind. This attitude is not well-received by customers and would never be tolerated in America where civility towards customers is paramount. It's essential to reflect on the impact of one's attitude on others, hence my decision to bring this to your attention.

I bought a pair of shoes on 27.12.21, and the service at check out was extremely poor. Two staff members were behind the payment counter, one engrossed in a conversation with what seemed to be an off-duty colleague. I waited for the serving staff member to finish the chat before being attended to. Despite this, the other staff continued their conversation without acknowledging me. When my shoes were handed to me, there was no recognition of my presence except to inform me of the cost. I mentioned not having my Sparks card, hoping for guidance, but I was ignored. I left the store feeling very frustrated. When I called to speak to the store manager, I reached the call center. My complaint was noted, with the promise of a follow-up call, which never occurred. After further complaints about the handling of my issue, I am disappointed with the service from M&S. - K M VALLANCE

Dear Marks and Spencer, Today, during my visit to your Norwich store, I came across a pair of leggings that caught my eye. Unfortunately, the store did not carry my size, so I inquired with one of the assistants for assistance. Regrettably, I found the assistant's attitude lacking in helpfulness, leaving me feeling both embarrassed and frustrated by her dismissive manner. Resorting to your online platform, I attempted to purchase the leggings using a Christmas gift card. To my dismay, the website did not accept the gift card as a form of payment. Upon reaching out to your customer service helpline, I received assistance from a helpful representative. However, my call was abruptly disconnected when I was being transferred to the gift card department. Despite the setback, my subsequent call put me in touch with a courteous gentleman who encountered the same issue with the gift card. Upon consulting your finance department, the gentleman discovered that the gift card was not valid for online purchases, which contradicted the information provided on the card. This experience has left me feeling disillusioned as a loyal customer of Marks and Spencer. Such complications are a first for me, and I felt compelled to share my disappointment. Yours sincerely, Helen H.