My god, where do I start...What an absolute shambles from start to finish, rude, disorganised, terrible coms and out right LIARS. In fact, THE WOREST COMPANY IMAGINABLE!!! I ordered a dinner suit and shirts on-line that I needed for an important job for work. They cancelled the order several times which meant unnecessary delays, promised delivery dates that were missed again and again, then weeks later they didn't have the items in stock so the items couldn’t arrive in time for my deadline. Then I was told they had put the delivery that was promised back again by I think 10 days so it wasn’t going to arrive on the newly promised date, this happened on several occasions and about a day wasted on the phone over the lengthening period of time.
But they had the items in two stores, one in central London hundreds of miles away, but they couldn't send them from the store and instead insisted that I drive to the store or get a cab to take me there resulted in another wasted and expensive day!! I had no choice as I needed the items…..so after all the mistakes, being on hold for hours, having the phone put down on me, amazing clammily of events, terrible disorganisation which wasted so much of my time and put a very big job in jeopardy that I needed the dinner jacket for they offered me £360 as good will gesture for all my wasted time to go to the store. I was surprised they agreed to pay this but it was fully deserved as it cost me a lot more than that in my time and missed work. I accepted this, I asked for e-mail confirmation as I’d been told so many things in the past that hadn’t materialised! The e-mail is below and the £360 was I was tole sent at the sametime by e-mail in the form of an E Voucher that I was told would take unto 3 days to reach me. I was told this had been e-mailed to me on several occasions when it didn’t turn up…. but after 10 days it still hadn’t arrived! So I rang to chase and spoke to someone else in Marks & Spencer’s executive office who had taken this case over…..Just when you thought Marks & Spencer’s couldn't possibly get as worse, stoop any lower or fail you further they did – not only that they excelled them selves, truly unbelievable!! They hadn’t as promised sent the E-voucher and even though e-mailed me an apology and confirmation of the £360 they hadn’t sent it and refused to instead offering £75 (SEE BELOW). Then go on to say it’s a “typing error”.
So, not only are they totally disorganised and hopeless, they are dishonest, have no morals and a disgusting company of the highest order. I will never buy anything from them again!! They are a total shamble’s but lying from the highest level within the company says everything!! I think they are a disgrace and should be ashamed. See for yourself the below two letters!!!!
Good day Mr …...
I cannot apologise enough!
Relationships mean so much, and at M&S we value your continued support. I’m also so sorry that you had a rather unpleasant experience and have had difficult conversations about your order not being delivered on the dates specified in the emails.
Please note that those in the wrong will be called to answer and their developmental needs will be assessed.
Since the bulk of our customers now shop online, deliveries are delayed due to your orders being filled from different warehouses. We do allow for delays, but I believe promises must be kept and poor customer service must be addressed.
As discussed, our colleague, Jasmine, in Menswear at the Worcester store kindly agreed to reserve the shirt, trousers and jacket for you for 48 hours. You’re welcome to collect at your convenience, only check in at the Customer Service Desk and confirm your name.
To be fair, I’ve refunded you for the two Dinner Shirts; the money will be credited to your account within 3-5 working days. Look out for a separate email confirming the refund details. Due to the status of the order (now ‘awaiting despatch’), the rest of your items except the Beauty Advent Calendar which you’ve received, will be refunded the minute the status changes to ‘despatched.’
Furthermore, as a gesture of goodwill, we have agreed and have issued you a £360 e-gift card so you can keep enjoying our exceptional M&S quality. The gift card will be sent from a ‘no-reply’ email address; please keep an eye on your spam or junk mail folder over the next 48-72hours. Our e-gift cards are valid for 24 months and can be used to pay for most things online and in store in the UK, Eire and the Channel Islands.
Mr S, no number of apologies would have satisfied me if I were I your position, but I do hope this counts as a first step toward restoring your faith in us.
Thank you for bringing this to my attention and allowing me to address it. Remember, if there's more I can do, simply reply to this email or call 0333 014 8000.
Have a beautiful week ahead, remain safe and may your business trip be a phenomenal success.
Kindest Regards
Elaine P
M&S Senior Advisor
Direct Referral Team
FOLLOWED BY:
Dear Mr S
Thank you for your continued patience.
Firstly, I am sorry we let you down and I can appreciate this has been a disappointing experience.
As a business we strive for excellent customer service and for any items ordered to arrive in a timely manner.
I know from your conversations with my colleagues that this suit was for an important business trip, hence why you were keen for the delivery to take place.
You did contact us on numerous occasions and eventually, one was sourced from a store close to your home address which I believe you picked up.
To apologise for the service you received I would like to arrange for an e-gift card to be sent to you for £75 which I feel is fair and reasonable. In order to do this, as I believe you did not receive the original email advising you of the delay with your suit, do you have an alternative personal email address as I want to ensure you receive your e-gift card.
Thank you once again for getting in touch and please stay safe and well in these challenging times.
Kind regards
Lesley T
Executive Team
Your M&S Customer Service
Dear Mr Squire
Thank you for getting back in touch and sending a copy of the email you sent to us on 24 November 2021.
I have reviewed your concerns and I can see that my colleague Lesley has already responded to your email back on 24 November 2021.
I can see that my colleague sent an email saying they would offer you £360, for the issue with you had with your order. While I can understand your upset it is clearly a typing error and far exceeds any gesture of goodwill that we would send in these circumstances. I do appreciate you feel let down with this error and as such Lesley offered you a £75 e-gift card to say how sorry we are. Again, this is more than what we would normally offer, however, Lesley took into account the experience you had and wanted to assure you how seriously we had taken on board your feedback.
The £75 gift card was not sent to you at the time as you rejected our offer. I am sorry to read that you do not feel our goodwill gesture is acceptable. Please be assured that it certainly was not our intention to insult you in any way. Having fully reviewed your experience and we feel that our offer of £75 in the form of a gift card is a fair and reasonable offer, I can only apologise if you feel otherwise.
Should you wish to accept our goodwill gesture, please let me know and I will arrange for a £75 e-gift card to be sent to you.
On behalf of Stuart, thank you for taking the time to get in touch and I hope you will accept my warmest wishes.
Kind regards
Sharon Carvell
Executive Team
Your M&S Customer Service
FOLLOWED BY WITH OUT THE typing error STATEMENT THIS TIME!!
Dear Mr Squire
Thank you for getting back in touch with us.
I am very sorry to hear you remain disappointed with our response. I can assure you we have fully reviewed your concerns. It is clear that an error was made by my colleague with the amount of goodwill that was offered to you.
In looking to resolve a customer concern we do sometimes offer a gesture of goodwill to apologise, however, this is just a gesture and would not be to the amount that you were offered of £360. As such, it is clear a mistake was made. I can assure you at the time this was addresses with the colleagues concerned to ensure they are aware of the correct processes.
We are very sorry that you were given incorrect information and Lesley offered you £75 to show how sorry we are for this error. Lesley took into account your experience and while our offer of £75 is less than what you were previously offered, this is far more than we would normally offer as a gesture of goodwill, but we wanted to show you how sorry we are for what happened.
I realise you have not yet received the £75 gift card as you rejected it at the time. If you would still like to accept this offer of £75, please let me know. I will be happy to arrange for tis to be sent to you.
In relation to your query about the phone calls, the relevant team will be in touch with you shortly.
Once again, thank you for taking the time to get in touch.
Kind regards
Sharon Carvell
Executive Team
Your M&S Customer Service