Marks and Spencer
Reviews and Complaints

Hi M & S

I’m a very dis-satisfied customer and more so after your manager Sandra called me a thief!

The goods (three pairs of trousers) I ordered at your Orbital unit on the 17th of September were “said” to have been ready for collection at your Regents Street store very soon after and I received an alert. So far so good. My order ID shows as [protected].

I visited your Regent store on the 18/09/22 where a young white lady was serving on the ground floor. She traced two items (blue and grey trousers) but COULDN’T find the middle item on my receipt (Twill Flannel trs). The two found were also the wrong kind as I had stressed I needed ones with pleats. A refund for these two was processed and a new sale done for the correct (two) items. The lady asked me to wait for an alert on when to collect the third pair as may be coming on a different delivery. Your cctv WILL SHOW I WALKED OUT OF YOUR SHOP CARRYING nothing!

Last Saturday the 24th, I went to collect the items believing I should get the third pair too. The black lady at the same counter I had been before traced the grey and blue BUT NOT the twill pair. I checked the two delivered and happy with the product. I insisted they check for the twill when the lady called her supervisor, Lewis (his name confirmed by Sandra yesterday) who also couldn’t trace the third item. Having waited very long, I asked Lewis to investigate and he promised your customer service would be in touch. I also alerted him I do not take calls while working at my clients and your customer service should leave a complete message for me. I did not receive any messages or alert for collection last week.

Yesterday after watching football at mid-day I went into your shop and gave my details to collect the item pending. The lady at the counter checked but said item was NOT there. I narrated the story to her especially how many times I had been in and details of what had transpired with Lewi’s promise. The lady actually looked baffled or uncomfortable. She called the manager Sandra who again checked the store but returned stating your head office was processing a cheque for me. It was my turn to be confused. I said I wanted the trousers NOT a refund but she insisted there was nothing she could do the head office was acting on it. I narrated to her as to previous lady and she now understood as she had been confusing the sequence; also confirmed Lewi’s name. I refused to budge and asked her to check with customer services..something seemed fishy! She came back and this time said item had been returned as I had NOT picked within seven days, it should have. I reminded her the two times I had been at the store her people UNABLE to trace the item. She went back in the office to check with customer services. On her return she STATED ITEM HAD BEEN COLLECTED and there was NOTHING she could do! UNBELIEVABLE! How many different excuses? In her desperation, she stated I had been drinking….I asked her “so what?”. She finalised by “nothing else she could do!

As stated above, I only walked out of your shop with a bag of two items as verified by Lewis and previous time walked out empty handed. Your cctv should show that as proof. Your staff are spiriting customer items out the shop and scamming customers’ money. You fail in a very simple control that customer MUST SIGN for the collections. A newspaper will be printing this…

M & S owe me for the pair of trousers and I expect a very good explanation WHY I have been treated this way and called a thief!

Please treat this as NOT just URGENT but very serious!

Gerald Ng’ang’a

Tel:[protected]

Hi

I have worn M&S pullovers for many years but in the past two have had problems with Merino pullovers coming apart at the seams. Normally my wife has stitched them up and they have been OK, but I have just opened one which I was given as a birthday present a year ago and have found a fault in the seam. This pullover has not been worn at all.

I took this to your store in Sears Park, Solihull but although they were very helpful they couldn't replace it because the code is no longer current.

Please see the attached pictures of the unworn pullover and also one I have worn several times this year where a seam has also come apart.

Kind regards

Richard Hansell

Asbury Road

Balsall Common

Coventry, UK

CV7 7QN

Good Afternoon,

For a long time now due to my incapacity to stand and cook etc I have relied on your meals. I especially like your mini chicken meals.

Recently when my daughter brought my shopping, I have noticed a note on the cardboard cover stating, "new improved".

They are far from improved there is now no taste in the gravy this product has, I am therefore presuming you may have changed your company. From being really tasty it now has nothing to "offer". I would like to suggest you change them back.

This happened some time back with cakes "jam bakes" the change was a disaster after my tasting of the "new improved" I haven't bought them since. Nothing like the previous product just a disaster.

Thank you.

Lois Ferrans. A customer for years at Southport store !

I recently placed an order (ID [protected]) and received the items. However, they were too big and I need to return them.

The issue is that the credit card I used for returns was hacked and I had to cancel it on 16 August 2022 (happy to supply proof of the same). I am unable to reach anyone to find out how I can return the items and get a refund. Please can you assist.

Thank you,

Reem Nassar

[protected]@yahoo.com

Tel: +[protected]

Hi

My name is Sarah Miles and I am a merchandiser for Hallmark cards

I was working in your bromley store to help with the replan of the cards. As I was filling the cards the shelving came crashing down on my foot. A first aider was called as I was in a lot of pain and my foot was cut. The shelving is very heavy. Later on the pain got worse and my foot swelled up. I was on crutches the whole weekend and couldn't drive. 2 weeks later and I am still unable to walk properly and the swelling is still there. I will be taking this further. I have photos for proof

I tried to return a pair of ladies sandals to your Llantrissant store but was declined as they were more than six months old (apparently, as I didn’t have the receipt). I will attach photos where you can see that they show little or no signs of wear.

The strap, where it joined the sole became detached.

Although they were apparently purchased more than six months ago, they were not, in my opinion, fit for purpose

Bought a lamp online Like it but it has a small scratch

Its too difficult for me to return it so tried to contact to say I would keep it if a reduction was possible Sent a photo and details but email keeps bouncing back

One appears to have got through but no responce as yet

Email I have tried is

[protected]@marksandspencer.com

[protected] is reference

Finn Scandi metal floor lamp was £65 but it was reduced to £39

I appreciate it was reduced but sold as perfect

I was at my local M&S store today DG1 2DB and there were all these ads for jeans, including bootcut. I was interested in those but when I asked a sales assistant where I might find the bootcut I was told rather briefly - and rudely - no bootcut in the store, get them online. So my complaint is about the rather rude response but more than that, why do all the advertising in the store when you don't have the goods?!? And ordering jeans on line is not easy, as everyone knows, you really have to try them on, so the fact they are not available locally despite all the advertising(!) is not very satisfactory. This store has really deteriorated in the past 2 years, lots of clothing no longer available compared with other branches. Why bother going there? Can you tell me?

I purchased Crispy prawns from your Argyle street, Glasgow branch on Monday 02/08/22. That evening I placed them in the oven as per instructions. I had them with some rice. Not long after eating, I felt ill. I rushed into the toilet and just made it to the pan when I violently vomited. Altogether I spent 20 minutes vomiting again, I then cleaned myself up and returned to the living room. I barely sat down when my whole body started to itch. On checking myself I found that I'd completely broken out in hives. I was very uncomfortable trying hard not to scratch until the next day. I had an appointment with my doctor on another matter the next day. I asked him weather I could have developed a sudden allergy to pawns. He advised me that what I had was food poisoning from the said prawns. The use by date was 03/08/22, so I expected that they would be safe to eat. I do buy reasonably regularly from your Argyle street and BP Pollokshaws road, Glasgow, and I've never had any cause to complain. I will say that many of your food items, have short use bye dates. I will though, continue to purchase from your stores. The figures below the date are G268 (or G288) 05.24, 022601.

Doris Madkour Aly 18A Greenhill Rd NW10 8UE London. Really upset as i sent my grandson his birthday cake and when I telephoned him when i got the email to say it had been delivered he said the cake was broken especially the head and back and he couldn’t share it with his friends. I paid £25.00 for the Caterpillar cake plus sweets. I like a refund please or a refund note so my grandson can buy another one. Thank you.

I was told by a sales assistance in your Bexhill on Sea, Glyne Gap branch that M & S has changed the length of the cropped joggers and the length now is longer than I have enjoyed buying over the years (being slightly below the knees as opposed to halfway down the calf which I find to be far too long). My complaint is that I bought a pack of the new length joggers without realising they were too long until I opened the pack . There was nothing on the cardboard to indicate a change (eg length of leg) so I blindly bought 2 packs (I managed to get a refund) thinking I was buying my usual cropped joggers. Please can M & S revert back to the original shorter cropped joggers but if M & S would still like to sell the newer longer length as well as the shorter length can measurements be displayed so I and others know what we are buying. The sales assistance indicated that the new length was replacing the shorter length but I hope she is wrong.

Christine Hogg

07/07/22 12noon purchased a hoisin no duck wrap for lunch, this had a dark hair through the contents of the wrap, this is absolutely disgusting. obviously I was at work and unable to walk back over to the shop.

bar code details are as follows:M0465885S

Purchased from Regent centre Marks and Spencers.

There should be health and safety in place to ensure this does not happen.

Bought these sandels last year. Wore about 6 times. Today took them out only to find a split. How do I return them without a receipt? They were quite expensive and I would expect them to last a lot longer than 6 wears.

I am writing to complain about the offer of Piri Piri Chicken (2 half's plus the other items that went with the chicken) Number on one package M2917 9701 s

I brought these during May and put them in my freezer.

On the 12/06/22 I took them from the freezer to cook on the 13th when our friends came to stay. It was then I noted a very small storage instructions on the back of the packaging stating the chicken should not be frozen so I had no choice but to dispose of them and cook something else.

Order [protected] delivered June 13, 2022

I was home the whole day. The doorbell was not rung. I only found out that the item had been delivered when I received an email saying it had been delivered to a "safe place". This "safe place" was outside my front door in full view of the street ! There were plenty of places where the package could have been left out of sight.

I bought some flowers for a friend’s birthday.

Order reference: [protected]

Product code: [protected]

DPD UK - [protected]

They look nothing like the source picture.

Marks and Spencer emailed me SEVEN TIMES to talk about one order but have no email address to complain to

On May 25th I have ordered three pairs of Jeans.

On May 30th I received the delivery confirmation from your delivery provider SEUR.

The delivery never arrived. More details below.

On June 2nd I received a mail from your customer service informing me that SEUR couldn't find my address to which I replied today June 3rd giving the requested information. However this was an unmonitored mail-address and no further contact addresses were provided in the mail. Text of both your mail and my answer below the line.

Sorry to say, but this is the most ineffective customer service I have seen in a long time both from SEUR and from M&S. Really disappointed.

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Dear M.,

thanks for reaching out as this also gives me the opportunity to share my feedback or rather frustration about your delivery partner.

First of all, I have a regular street address and the main entrance door of the building is accessible straight from the street. The board with the doorbell is right next to the entrance and each bell is clearly labelled with the number of the apartment, in my case 4a. I think that we can agree that it should not be an unsurmountable task for an employee of a delivery company to find and press the right bell. And in case you are wondering, I have been working from home from Monday May 30th to Thursday June 2nd so I definitely would have heard the bell in case it had rang. Besides it actually had as I also received parcels from other delivery companies like DHL and UPS.

And now let me come to the internet presence and tracking of SEUR. Executive summary: complete joke. I received the typical mail announcing the delivery for May 31st and I tried to execute a standard activity on these kind of sites i. e. change from my address to a pickup store. So far so good – I followed the steps, clicked the address of the pickup store, received the online confirmation that the changes have been saved and in all naivety assumed that this was it. Little did I know! Next thing is a notification that there is a problem with the delivery and that they cannot find the address. Which address? The address of their own pickup store? My address – a perfectly normal address in a perfectly normal street in the middle of a perfectly normal city?

And on we move to the next step of the drama. “Please click here so that we can find a solution.” Your trusting and loyal customer does exactly that and exactly four times i. e. entering address, contact details, description of the problem. Four times she receives and online confirmation that the case was received. However never a follow up confirmation by mail which made me check the tracking site again. And by now little did I wonder that the status remained unchanged and that there is a problem with finding my address, could I please follow the link to find a solution…. and so on. I hope that we can agree that it was ok to not follow this link a fifth time. Ok, what now? Maybe there is some other way to find a solution and to connect with SEUR?! So on to their website. Alas, no contact but there is a chatbot. Yeah! Not Yeah after the chatbot informed me that there is no delivery with that tracking number. And this is where I finally gave up.

Actually, I was curious if I was the only customer with such an experience and googled and it soon became clear that SEUR seems to be one of the poorest rated delivery services and the complaints and similar cases go into the hundreds. So please forgive me if I wouldn’t call them a delivery partner but a delivery nightmare. I sincerely hope that M&S will stop the collaboration with them and move to a more reliable and professional service partner.

Having said that – happy to give it another try as I am really keen to finally receive my purchase. My preferred option would be to have it delivered to my nearest SEUR pick-up store which is as there seems to be a higher probability of SEUR being able to find this address.

Arreglos Alarcia

Euskal Herria Kalea, n 7,

48991 Getxo, Bizkaia

Kind regards

Catharina

Von: M&S Service Team

Datum: Donnerstag, 2. Juni 2022 um 17:07

An: catha..@...com

Betreff: Marks & Spencer International

Hi Catharina,

Regarding your order our delivery partner advised that they were unable to deliver your parcel as the driver could not gain access to your delivery premises to obtain a signature, please provide us with your premises access code to proceed with your delivery.

We look forward to hearing from you.

Marks and Spencer International Customer Service

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Registered office: Waterside House, 35 North Wharf Road, London, W2 1NW

Registered Number: 214436 (England and Wales)

Tuesday the 24th of May I went into m&s Princess Alice Sutton Coldfield did my shopping and my husband fancied a steak pie we went to the till the assistant said she had to check the code on the steak pie, on the Thursday my husband had the pie (I am vegetarian) early hours of Friday morning he was violently sick 3 times, my husband is 83 but luckily in very good health and I was very concerned about him, I took the box back to m&s spoke to a manageress she said she would send it back, she refunded me the price of the pie but said she did not want my details as it was you policy not to inform me the results, I find that unbelievable, thank goodness my husband is in very good health, please reply to this thank you Diane

Item [protected]

The Rose & Lily bouquet ordered for Anniversary gift arrived on 27th May at 4.30pm. It arrived the right day but the flowers inside the box were shocking to see. Some roses were crushed and others were headless! The sight made me cry for the beautiful pale blooms were totally ruined. The Lilies also looked terrible with brown leaves. The added gift of chocolates were also crushed

The price was £39 and as an older, disabled person I would want to be refunded-as cash was paid for these you could send me a gift card to their value.

Mrs Susan Birch, 7 Crown Close, Lower Broadheath, Worcester WR 6RB

Once again we read of M&S cutting corners on the cost of third party security personal. The only requirement from M&S, being that the security company is cheap. No need to prove that the personnel have even a basic knowledge of procures or even the ability to understand or speak basic English.

A perfect example being a blind man being told to remove his guide dog from the More Lake Store.

Perhaps M&S could hide this failure with the Franchise excuse, as is the case in Russia.