I have been a very regular and old customer of M&S. I raised a complaint for a missing item and missing product in the delivery for the first time about 10 days back. I am shocked to see the poor level of customer service that the brand has. If you call their customer care number, they will first ask you to write an e-mail to register a complaint which is so opposite to the nature of online purchases and why there is a customer care number if you want your customers to write to you. The e-mails take a lifetime to get addressed and they even have the audacity to ask for a picture of a missing item. The grievance manager number mentioned on their website gets connected to a guard at their corporate office, and he very diligently gives the mobile no of the grievance manager. This number of the manager either goes busy or unanswered with no one ever calling you back. The customer care team gives no heed to the quality issue faced by you and like a broken record keeps talking about their return policy timelines. They close your ticket without providing a resolution. The e-mail stats though that do write back if you are not satisfied with their service and if you do the same e-mail stating the return timeline is sent. I am so disappointed with this brand. A small-time seller on Instagram has better processes and customer centricity than M&S.