I have been experiencing very bad online service of Marks and Spencer's service, whereas, there store service is excellent. Online customer service people are just good for nothing with false promises to take up the matter and look into it. Once I have placed an order of a package with combo items, but I received one out of the two. since the day I had received it I had called up so many times, and asked them either you send the other one or you take back the one you have delivered and refund my money. Nothing had happened. Though I had this bad experience again I had placed an order - that is a beauty product offer, where you buy four pay for three. After few days one of the article was delivered in damaged condition. No sooner I received I called and sent them an image of the broken bottle spoke to them, wrote to customer service. It is been almost 15 days, no action had been taken. and then out of the rest of the three I received one product and in my account in their website it shows all the items have been delivered. So I called up again, wrote to them, some ticket from their side has been raised. but till date no action. So again I called up when someone from Customer Service said the refund had been issued. wait for a day or two. So again I waited. and now today when I called up again to find out what is the situation the Customer Service lady said, that no return, no refund had been raised from their end. Its disgusting and very annoying. I have experienced their online order service in Bombay and now in Kolkata. So Please think twice before using their service online.