Marks & Spencer Customer Service Issues

I had a disappointing experience with the turkey and bacon toastie at the M&S cafe in Middlebrook Retail Park. When I complained about the inedible food, the staff response was not satisfactory. Despite being polite, the staff member's reaction was dismissive. The explanation that the food is pre-made and simply heated in-store was not comforting. Although offered an alternative and a partial refund, the overall handling of the situation left much to be desired. After several phone calls and being redirected multiple times, I was unable to achieve a resolution. The incident impacted our lunch, leaving us with lukewarm coffee and an iced bun.

During my visit to the Metrocentre store today, I had a mixed experience with the staff. Initially, the employees in the clothing section were very friendly and helpful. However, when I tried to use the self-checkout in the food hall around 1:30, I encountered an issue. The self-checkout still had items from the previous customer, so I asked Gary, the assistant for the area, for assistance. Unfortunately, Gary's responses were unhelpful and even condescending. Despite my efforts to explain the situation, he did not provide proper assistance and instead made me feel uncomfortable and upset. I had to involve a manager to complete my purchase and was disappointed by Gary's lack of customer service skills. This experience left me too upset to enjoy my planned lunch at the store's cafe. I hope this issue can be addressed to ensure better customer service in the future.

Subject: Quality Issue with Boots - Request for Replacement Dear Customer Service, I hope this message finds you well. I wanted to bring to your attention an issue I've encountered with a recent purchase. Last Friday, I sent an email regarding an item under the reference number [redacted]3, size 6.5. I purchased a pair of black chunky lace-up ankle boots for my daughter for college in September. Unfortunately, the quality of these boots has been disappointing as they have already split and show signs of bubbling and thinning in some areas, despite being worn only 2-3 times a week since purchase. I understand that I no longer have the receipt, but I am attaching photos to illustrate the defects. I would appreciate a replacement pair of boots or a voucher to use towards a new pair in the store. Thank you for your attention to this matter. I look forward to your prompt response. Kind regards, C.H.

I am experiencing an issue with two snow globes I have purchased from your store over the last few years. I collect snow globes and have never encountered any problems until now. One of them is a Paddington globe I bought a few years ago, and this year it has become cloudy. The second globe, a penguin one, has water inside that looks unappealing. I have older snow globes that are still in perfect condition, so it is worrisome that both problematic ones are from your store. As a collector, I am disappointed that the Paddington globe is now irreplaceable and curious about why this issue is occurring.

Hello, I selected a duvet that was supposed to come with a free gift. Unfortunately, upon receiving the duvet, the free gift was missing. Customer service informed me that the gift was out of stock and that they would issue a refund for it. Since the gift was complimentary, I received a refund of £0. I was disappointed because the free gift was a factor in my purchase decision. Despite being assured of a refund, I have not received it yet. Customer service sent me an email apologizing for the oversight. My order number is [redacted]-[redacted]. I am a loyal customer and have always appreciated your service. I would appreciate either receiving the promised free gift or the £6 equivalent value. Thank you, Gillian S.

I made an order ([redacted]-[redacted]) for 4 items via the app last week. I selected a Monday delivery to the Leicester city centre store instead of the initial Saturday option. Upon arrival, the parcel collection process at the store was chaotic, with only 1 item available. It was frustrating to later receive an email at 13:35 notifying me that the other 3 items were still on the way, after I had already visited the store. Improved communication in these situations is crucial to avoid customer dissatisfaction. Another customer in the queue had a similar experience, highlighting the need for a review of the current processes to prevent future occurrences and maintain positive customer perception of the service.

I visited the M&S cafe in Leeds city centre recently and was disappointed by the lack of vegan sandwich choices and the limited cooked to order options available. Despite the great variety of vegan food in the food halls, the cafe only had 1 breakfast, 1 soup, and 1 jacket option. This time, when I took my mom for lunch, the only choice was tomato and basil soup. It would be great if the cafe could offer more diverse options to cater to different dietary preferences.

Dear Sirs, I recently tried to claim a Percy Pig tree bauble at my local M&S in the Gyle Edinburgh as part of your 'Christmas windows' promotion through the app. Unfortunately, when I visited on Wednesday, I was told that most items had been sold during a Christmas sale, leaving nothing available. It's disappointing to see these gifts offered for a 12-day claim period when they are not available in-store. I hope for a positive response and the opportunity to receive the Percy Pig bauble. Regards, Lynda D.

Dear Sir/Madam, I bought some mango fingers from your Yeovil store on 7/12/22. Unfortunately, the product was dry and underripe. I tried to ripen them by placing the fruit in sunlight, as is usual for mangoes, but even after two days, they hadn't ripened, and instead, they dried out more. The fruit was inedible to start with. If I had noticed this in the store and not after traveling 12 miles back home, I would have returned them immediately.

Hello, I recently visited the coffee shop at the Swindon branch with my disabled mother, who uses a wheelchair. We ordered a bowl of soup at 14:54, but encountered issues. The tables were not cleared, and the soup was served lukewarm with no spoon, and the bowl was only half full. When I tried to address this with the staff, I received a nonchalant response. As a full-time carer on a tight budget, paying £4.50 for half a bowl of soup is a significant expense for me. I hope for better service from your establishment in the future.

Hello, last night I ordered two gifts, one meant for Surrey and the other for Gloucester, but both are set for Surrey. Can I cancel and rebook the order? I tried to reset my password for my account but didn't receive an email. I made the payment with my AIB credit card. The order was for Thelma Stenning in Surrey and included Prosecco, chocolates, and fudge for £35. My name is Eileen Hooker, and I live at Sheridan Lodge, Listellick North, Tralee, V92 DK18, Eire. The website needs an easily accessible contact number. I appreciate any assistance. Thank you, Eileen Hooker.

I have been attempting to update my address for a year. I do not have an online account, relying on paper statements, but have not received one in 12 months. Despite numerous attempts, I have been unable to update my details. Now, I am unable to use my card as the credit limit increased, and I'm unsure to what amount. Despite still making £50 monthly payments to M&S, I feel stuck since my daughter tried setting up an online account without the credit limit information.

I bought a Tonies box as part of the 12 Days of Christmas promotion on December 5th. It hasn't arrived yet, and when I contacted customer service in South Africa, they were unable to assist because the tracking number provided (#[redacted]) is not a Marks & Spencer reference. I've tried reaching out in-store without success. It's frustrating that I can't get any help regarding my purchase from the website.

Hello, I purchased a box of your Select Farm Easy Peelers from M & S Brooklands today. I wanted to inform you that the fruit was dry and not enjoyable. I won't be returning them due to parking difficulties. I simply wish to bring to your attention the subpar quality of the product, which is unexpected from M & S. I am not seeking a refund, just hoping to make you aware of the issue. Thank you, Keith

I recently ordered Christmas food from your store, which I had enjoyed last year. However, this time I was disappointed with the packaging. Delicate items like a snow globe were placed sideways and broke in the bag. Even the beef Wellington was squashed in the bag and tore on one side. I tried to salvage it, but I doubt it will cook well now. Given the cost of the food, it is disheartening not to be able to prepare it properly. I have pictures of the damaged beef.

Today, on 29/12/22 at 11:39 a.m., I shopped at the supermarket on Kensington High Street, London, and unfortunately, I had an unsatisfactory encounter with a cashier. After mistakenly giving my Sparks card to the cashier, she was disrespectful and rude, scolding me loudly. This treatment was uncalled for and unpleasant. When I requested her name, she refused to provide it. Is this the standard customer service at Marks and Spencer Stores now? This contrasts with my experiences at Waitrose, where the cashiers are consistently polite and professional. Thank you.

We purchased a Christmas vegetable pack for £28 from our nearby M&S on the 23rd. The quality of the items was disappointing. The parsnips were tough, the red cabbage was slimy, the roast potatoes didn't brown and had a woolly center, there were only three pieces of pancetta in the sprouts, and the cheese flavor was lacking in the cauliflower cheese. We had to discard the extra food. We won't be counting on M&S for good-quality vegetables in the future.

I was informed by my local store in Bexleyheath that I could only order party food through Ocado. I placed an order for a variety of party items well ahead of New Year's Eve. However, when I tried to add more items to my basket the day before the event, I realized that most of the products were out of stock. This last-minute change caused me unnecessary stress as I am preparing for important eye surgery. If you have outsourced this service to Ocado, please review your systems to ensure they can meet customer expectations. I am feeling upset, let down, and anxious about having to now find alternatives at the store.

I received a pair of pajamas for Christmas that did not fit. They are brand new with tags still attached and are currently being sold in stores at full price. I attempted to exchange them for a higher-priced item, willing to pay the price difference. However, I was informed at the checkout that these were purchased on October 10th, just five days before the extended return policy came into effect. I was met with unhelpful service and was denied the exchange. Even after requesting to speak with a manager, I encountered the same unhelpful attitude. The suggestion of giving them away was disappointing considering the usual friendly and accommodating service at Marks and Spencer. In the end, I had to pay for the additional item and left the store with the pajamas I couldn't wear.

Subject: Quality Concern - Per Una Black Jeans Dear Team, I am Natasha, and I am writing to express my disappointment regarding a pair of Per Una black denim trousers (code: [redacted]2, model: T53 7132U/[redacted], regular size 8) that I purchased from M&S in Autumn [redacted]. Unfortunately, I have encountered two separate tears in the inner thigh area of these trousers. Although I attempted to mend the first tear, a second one soon followed, and the initial repair came undone. In today's era, where longevity in clothing is crucial for both economical and environmental reasons, I urge you to consider this aspect when designing your products. Upon consulting a tailor, I was informed that due to the poor quality of the fabric, any repair would likely be short-lived, suggesting disposal as the best option. Given the ecological impact of clothing production, I emphasize the significance of creating items of higher quality that can withstand more than a year and a half of use. In the wise words of the late Vivienne Westwood, let us "buy less, choose well, and make it last." While I believed I had made a wise choice with M&S, my recent experience has left me dissatisfied. Yours sincerely, Natasha