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Anonymous
Sofa order placed and paid in full 1st June 2021. Having waited in for the confirmed delivery on 23rd August, I contacted the courier after the allocated delivery time and was informed that I should have been notified by M&S that they were not in receipt of the goods and therefore the reason delivery had not taken place as scheduled. I was assured on 24th August 2021 that my furniture had subsequently arrived with the courier earlier that morning. I was however disheartened to learn that the next available delivery date was 8th September 2021 but I had no other option but to accept this. I received a phone call from the delivery driver 30 minutes into the 2 hour delivery slot, to advise that the furniture had not been received so delivery would not be taking place today as promised. I feel M&S have acted unfairly in taking full payment for goods so far in advance and which they have now failed to deliver on 2 occasions. Failure to deliver within a reasonable time and after the agreed deadline is a breach under the Consumer Rights Act 2015. Despite having already relayed my upset via customer service again, I was advised that it needed to be sent via email! I sent an email but hours later the message was returned as undeliverable so the contact email address provided to me was incorrect. Following yet another call to an unprofessional member of the M&S team, an email has been resent to a different account. I feel scammed and absolutely appalled by the lack of communication and customer service. Update 10 September 2021 - still no communication at all from Marks & Spencer despite multiple emails, online form submissions, telephone calls to ‘customer service’ operators who can’t or won’t help and messages via the ‘Contact Us’ options on their website - how about ‘Contact Me’!! One operator did offer a £50 M&S voucher whilst I wait for a response to my grievance - an insult in relation to the value of my order, the STRESS and the loss of earnings taking 2 days off work. According their T&C’s had I chose to cancel the delivery date within 3 days then I would have to pay £100, but that obviously doesn’t work both ways otherwise I’m owed £200 so far!
3 years ago
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Marks And Spencer has a 2.8 average rating from 2,204 reviews

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Alice, Customer Support

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