Marks and Spencer

Good afternoon

I purchased the large box Dark & White Chocolate Selection from your Camberley store, and we opened them last week.

Please can you tell me why you put the details of the chocolates on the bottom of the box...! On opening them and trying to look at what chocolates were what the whole lot fell on the floor where my dog ate so many of them we had to go to the vet... £91 later thank God my dog is absolutely fine.

Why would you put the details on the bottom? Surely the sensible place would be inside the lid. So as you can imagine we never got to taste them...!

I look forward to your comments...

Maggie Sheerman

[protected]

Just spoke to an incompetent customer service rep in Retail Team.
After spending 20 mins holding to be advised by the online team, he needed to transfer me to the retail team, who would be happy to help!
Spoke to an incompetent lady! Advised her that I had a product issue with some bedding I had purchased in store, and due to being under Tier 4 lockdown I was unable to go into a store to return the item for a full refund. She did not have a clue! Told me I could go into a store and collect the item or I could send a friend to collect my food!? I told her once again due to Tier 4 lockdown restriction we have been told to stay home by the UK Government! Again she just continued to tell me to go to a store and return my faulty product or send a friend! I advised her that she did not understand what I was saying, which she insisted she did, talking over me, again telling me to go back to the store to return the product or send a friend... Or wait till we are out of Tier 4 lockdown! I advised her no one knows when Tier 4 lock down will be lifted and I was not willing to wait for months for a refund. Requested to speak to her Manager and her name and she hung up on me! Absolutely disgusting incompetent service!

Mistakingly returned Next kids clothing to Marks and Spencer via marks and Spencer bag which had a barcode to an item of kids jacket I had ordered at the same time. This was returned via a Marks and Spencer food store on the 30 th September 2021.
About five days later I realised what I had done and called their customer service which is apparently based in South Africa who asked me to make a visit to the store and find out why they had not checked the bag fist before returning it. The store staff a lady and gentleman both informed me that they don't have to do this and could not help me as the item had been collected.
I spoke to a manager at a nearby store in Tamworth for advice to how I could retrieve the return and she advised me to call customer services again who after a length of time assured me it would definitely be returned to me.
A week has gone past... 12 days after being returned I have not heard anything from Marks and Spencer'.
I phoned customer services again, based in South Africa and after about 45 minutes of explaining was put through to the store where I returned the parcel.
The gentleman that dealt with me last Tuesday explained to me that I had been last week and I then asked him to look into the reference number I had been given to me by their store
In the meantime tried to ring their head office in London to make a complaint and again lines are diverted to South Africa and I asked if I could be connected to someone in the UK and she could not do that.
By the end of the day I had written to the chairman to help me retrieve my Next kids clothing as I could not get any help from any other place.
Towards the evening the gentleman from the store has spoken to someone and my item is gone and cannot be retrieved. It was scanned in on the 1st October but the department did not contact me and apparently after 9 days item cannot be retrieved.
I have been offered ?20 voucher although the item was worth more than that.
Where did my item go? Why was I not contacted? Why was it not returned?
The customer service in South Africa assured me it would be returned a week ago.
Questions I would like someone from their head office to answer.
Someone employed by the company knows where it is

I have tried several phone calls and there has bee no Joy.

An account for M&s Spark Pay has been set up on my account which has not been done by myself the sum of £495.99 has been deducted from my bank account and I did not authorise or sign up for.

I have a sparks card only and this was used yesterday 19th March 24 at the branch at Moorgate.

I am somewhat dismayed that there is no person that I can talk too to get this resolved. i just confirm that I have never applied for Marks & Spencer Pay. Please can I be contacted quickly as a spot needs to be put to this being on my bank account.

My husband purchased a collared t-shirt from your store in shoreham by sea just over a week ago. He wore it for the first time last Friday only to find that by the evening the blue dye had penetrated his skin, especially under the arms, and down both his sides! He had literally turned blue! He has the same product in a rust colour with no problem at all. Having now had a good few baths he is slightly blue and it took a lot of scrubbing each time he had a bath.

It certainly doesn’t say wash before use so I think this is something you need to be aware of especially if anyone suffers allergies etc.

Not a cheap product at all at £29 so would expect better quality.

Product number [protected] T28 5036M/03402 Dark Ink.

Hello I recently took up an offer of cut price wines, as advertised by Marks and Spencer on Face book. I now suspect this was a fraud and probably nothing to do with M & S. But I I thought I would contact you to check out if this is bona fide and or to alert you to the fact your name is being used to scam members of the public. I am attaching the emails I have sent to try and move my "order" along, not surprisingly I have not had any answer to my last email.

Hope you may be able to help and or look into what is probably a scam and help raise awareness of this to hopefully prevent others from falling for this.

Ainslie Davies

Hello, seems to be along time since I have herd from anyone. Can you tell me how the investigation is going? Really this is unacceptable and unless you can furnish me with clear updates and a guaranteed delivery I would like a complete refund.

Thank you

A Davies

On 05/02/2024 02:33, solutions wrote:

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> Dear Customer,

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> Hello, thank you for your patience. We sincerely apologize for any inconvenience caused. Regarding your refund request, I would like to inform you that we have initiated an investigation process to thoroughly understand the specifics of your order.

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> I understand your concerns and also recognize your expectation for a definitive resolution. We are expediting the process, and we believe a clear outcome will be reached soon. Once the investigation is concluded, we will ensure to provide you with a satisfactory solution.

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> Thank you once again for your understanding and patience. If you have any further questions or require additional support, please feel free to let us know. We are committed to assisting you to the best of our abilities.

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> Warm regards,

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> Customer Service Manager

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> — Replied Message — > From Ainslie Davies

> Date 2/4/2024 23:56

> To solutions

> Subject Re: ORDER

>

> Hello, I placed my order 22 January, I have not been contacted about a delivery date, nor who the carrier is. The link you provided me is completely useless and takes me to a shoe website, not a carrier. I have told you this on a number of occasions. You told me you use "the local post office", I tried the tracking number which you allocated and that did not result in a match. I don't think your attention is timely or accurate. I think you should be in a position to tell me where my order is and when I can expect to receive it, or I will take a refund.

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> A Davies

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> On 04/02/2024 03:14, solutions wrote:

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> Dear Customer,

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> Thank you very much for your patience. We are actively investigating the issues with your order. We understand the inconvenience this has caused you, and we sincerely apologize for that.

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> During this investigation, we will ensure accurate and timely information is obtained, and we will make every effort to address your concerns as soon as possible. As investigations may take some time, I genuinely request your patience.

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> Meanwhile, we will keep you updated on our progress and communicate with you promptly when there are new developments in the investigation. If you have any other questions or requests, please feel free to let us know, and we will do our utmost to assist you.

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> Once again, thank you for your understanding, and we wish you all the best.

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> Best regards,

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> Customer Service Manager

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>

> — Replied Message — > From Ainslie Davies

> Date 2/3/2024 23:35

> To solutions

> Subject Re: ORDER

>

> Hello, Still no news on my order and no delivered order. Can you tell me what is happening?

>

> A Davies

> On 31/01/2024 04:27, solutions wrote:

> Dear Customer,

> We apologize for any inconvenience you have experienced. We understand your concerns and regret any inconvenience caused. We are closely monitoring your situation and assure you that we are taking proactive measures to investigate and resolve the issue.

> Currently, we have initiated a detailed investigation process to ensure that your rights are fully protected. We understand your expectations and will make every effort to ensure a prompt resolution to the problem.

> At the same time, to provide you with more timely information, we will continue to maintain close contact with the logistics company, urging them to respond and promptly providing you with the latest investigation results. We appreciate your understanding and patience. If you have any further questions or need more assistance, please feel free to let us know.

> Once again, we sincerely apologize for any inconvenience caused and wish you all the best.

> Warm regards,

> Customer Service Manager

>

>

>

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> solutions

> [protected]@valuecutsonline.com

> — Replied Message — > From Ainslie Davies

> Date 1/31/2024 01:27

> To solutions

> Subject Re: ORDER

>

> Hello, Could someone actually read the message I have already sent,, I have copied it again for you below, it is in bold pringt. Your reply makes it obvious it has not been read, or not understood. Could a human please read this and respond appropriately.

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> A Davies

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> Hello, I have followed the advice below and it has shown delivery details of [protected]-06 which does not mean anything to me. Can you tell me what this means?

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> it seems it is being sent by FedEX but when I put the tracking number on FedEx tracking service it tells me the number is incorrect.

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> Thank you for your help so far, you keep offering more help but what you have suggested does not answer my questions.

>

> Can you tell me who the carrier is, is there any other tracking number or details I should be entering into the system.?

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> Can you tell me when the deliver is due, that is an approximate date please.

> A Davies

> On 30/01/2024 02:21, solutions wrote:

> Dear Customer,

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>

>

> We sincerely apologize that you have not yet received your order. We understand that this may be causing concern. Possible reasons for the delay include issues with logistics, misplacement of the package, or other factors. To address this promptly, we will initiate an immediate investigation.

>

>

>

> During this period, we recommend checking around your doorstep or nearby areas to see if the package might have been misplaced or taken by someone else. Additionally, you can contact the logistics company to inquire about the latest status of your delivery and ensure there hasn't been a delivery error.

>

>

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> We value your shopping experience and are committed to resolving this issue quickly. If you have any further concerns or need assistance, please feel free to contact us. Thank you for your patience and understanding.

>

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> Best regards,

>

>

>

> Customer Service Team

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> solutions

> [protected]@valuecutsonline.com

> — Replied Message — > From Ainslie Davies

> Date 1/29/2024 22:31

> To solutions

> Subject Re: ORDER

>

> Hello, I have followed the advice below and it has shown delivery details of [protected]-06 which does not mean anything to me. Can you tell me what this means?

>

> it seems it is being sent by FedEX but when I put the tracking number on FedEx tracking service it tells me the number is incorrect.

>

> Thank you for your help so far, you keep offering more help but what you have suggested does not answer my questions.

>

> Can you tell me who the carrier is, is there any other tracking number or details I should be entering into the system.?

>

> Can you tell me when the deliver is due, that is an approximate date please.

>

> A Davies

> On 29/01/2024 06:22, solutions wrote:

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> Dear Customer,

> You can track your shipment using the logistics number A5838137281CN

> on the 《https://t.17track.net/en》 website. While there might be occasional delays in updating the logistics information, we kindly ask for your patience.

> We greatly appreciate your support and understanding. If you need any further assistance or have additional questions, please feel free to contact us. We will continue to monitor your order closely to ensure a prompt delivery.

> We hope you have an enjoyable shopping experience.

> Warm regards,

> Customer Service Manager

>

>

>

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> solutions

> [protected]@valuecutsonline.com

> — Replied Message — > From Ainslie Davies

> Date 1/28/2024 20:13

> To solutions

> Subject Re: ORDER

>

> Hello, put the tracking number into the post office courier system, the message comes up "has not been recognised". Can you help please.

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> A Davies

> On 28/01/2024 03:03, solutions wrote:

> Hello, thank you for your feedback, our logistics company is the local post office, if you still can not find the goods, you can contact us!

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> — Replied Message — > From [protected]@btinternet.com

> Date 1/27/2024 20:47

> To solutions

> Subject Re: ORDER

> For the 3rd time of asking WHAT IS THE NAME OF THE CARRIER? Without that hiw can I chase them. Are you intentionaly being evasive? I am about to report this as a scam unless yoy can addure me this is above bourd.

>

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> Sent from my phone

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> — Original message — > From: solutions

> Date: Sat, 27 Jan 2024, 05:57

> To: [protected]@btinternet.com

> Subject: Re: ORDER

>

> Dear Customer,

>

>

>

> We sincerely apologize that you have not yet received your order. We understand that this may be causing concern. Possible reasons for the delay include issues with logistics, misplacement of the package, or other factors. To address this promptly, we will initiate an immediate investigation.

>

> During this period, we recommend checking around your doorstep or nearby areas to see if the package might have been misplaced or taken by someone else. Additionally, you can contact the logistics company to inquire about the latest status of your delivery and ensure there hasn't been a delivery error.

>

>

>

> We value your shopping experience and are committed to resolving this issue quickly. If you have any further concerns or need assistance, please feel free to contact us. Thank you for your patience and understanding.

>

>

>

> Best regards,

>

>

>

> Customer Service Team

>

>

>

> — Replied Message — > From [protected]@btinternet.com

> Date 1/26/2024 20:47

> To solutions

> Subject Re: ORDER

>

>

> Hello, I have already checked tracking, it takes me to a shoe website or an electrical on line advice line, as set out in my original message.

> Can you tell me who the delivery company is and when it is likely to be delivered. Any other information about the e delivery of this order would be helpful.

> Thank you. A Davies

>

>

> Sent from my phone

>

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> — Original message — > From: solutions

> Date: Fri, 26 Jan 2024, 08:37

> To: Ainslie Davies

> Subject: Re: ORDER

>

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> I apologize for the inconvenience. If you haven't received your products, please follow these steps to address the issue:

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> 1. *Check Tracking:* If available, check any tracking information provided with your order to see if it shows the current status of your shipment.

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> 2. *Review Shipping Details:* Double-check the shipping address you provided during your order. Ensure it is accurate and matches your delivery address.

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> 3. *Delivery Timeframe:* Confirm the expected delivery timeframe for your order. Some items may take longer to arrive, especially if they are coming from a different country or region.

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> I understand your concern, and I hope you receive your products as soon as possible. If you have any additional questions or need further assistance, please let me know

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> — Replied Message — > From Ainslie Davies

> Date 1/25/2024 03:06

> Subject ORDER

> Hello I have made an order, got a tracking number A5838137281CN, tried

> to use this and it takes me to a shoe selling company or an electonics

> advice on line chat room.

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> Can you tell me who the carrier is and when the order should be delivered.

>

> Thanks

>

> Ainslie Davies

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I purchased a £100 voucher as a xmas gift via Giftcards but i wanted one i could hand to her as a card this was on 22nd December 23. To date an after several emails back and forth since then im still at a loss as to who is trying to solve this issue for me. I sent everything they asked for as proof of purchase but i keep hitting a wall I have enclose attachments as proof of purchase plus emails ive been receiving but now its like ive been forgotten again. This was a xmas gift so im not happy at all with the service im receiving plus no one has contacted me with what’s happening now

I seriously need help im £104 out of pocket i also paid for 1st class delivery via Royal Mail So please help with my issue. Its now nearly 2 months on and still no help or voucher!

I have placed two orders with M & S recently, and have been unable to add my bonus points, as their computer system isn't working. I have called them three times and the phone kept dropping out. When I eventually got through, they told me that I couldn't add my bonus points but they would escalate the case, and e-mail me to confirm. That never happened. When they did e-mail me back, they weren't very helpful at all. I was called Mr Sarah Akehurst on the first order, which is not my name at all. That was also the name on the box of flowers that I ordered. When they arrived, they were just left on the front step, without the courier checking that we were in. They might have been stolen. As it was, we had to open the box to check that they were the right flowers. Luckily they were. I've been very disappointed with their customer care service.

been buying this stuffing for approximately 6 years,

As it is gluten free , as well as really tasty,

But I've just had some on 3 12 23 , And i feel the quality was very poor ,

it seemed to have to much herbs in ,and i had two bits of bone,

m&s quality is unrivalled by anyone, but i feel this has gone down hill ,

maybe a revisit to the manufacture's to check their quality.

hope you do look into this , As i do really love m&s food , thank you

I visited a Marks and Spencer cafe in Fort Kinnaird Edinburgh on 7th August 2023. I was overcharged and I contacted the customer services as I was not aware that I had been overcharged until I got home as I was registered for e receipts and did not get a receipt at the till. I was asked to send a copy of the receipt which I did on 9th August. Since then, I have contacted M and S on several occasions and they are just ignoring me. The overcharge was only a small amount (£2) but that is not the point. I feel they are just so rude and not worried about how their customers feel when the service they offer is well below standards of politeness and helpfulness.

Purchased a Cosy relaxed crew jumper 20261627T38 size 8 at your Cheshire Oaks outlet store. This was on offer at 17.00. Although this is a very reasonably priced ladies jumper I would still expect the quality to be the same as any other product from and S. However within one wash at 30 degrees, using a liquid wash for woollens the garment is very bobbly and has got worse over time. It is now so bad I wear around the house but would not even think of wearing it outside - just due to the appearance.

I would appreciate your comments on the above.

From Chris Fitzpatrick (Mrs), ch49 4nj

Good morning, I recently had a fall in your store at Crystal Peaks, Sheffield. The time was around 11.30 on 21st October 2023. I appreciate that the majority of your floor was dry, however, as it was raining quite heavily outside, the water on my boots must have caused me to slip on your polished/smooth floor. This has resulted in a fracture of my foot and a very bad sprain to my ankle. I was helped to my feet by some very kind shoppers in there who checked that I was ok. My issue is that not one of your staff came to check on me. There were quite a few people around me so I would imagine the incident would have been seen but no one from M & S attended. Even the ladies who waited with me looked around for a staff member but no one was to be seen. I would hate to think that this could have been someone quite a bit older than I am and who could have needed more urgent medical treatment. I await your response, thank you.

Kind regards

J Fellows

I bought this shirt approximately 3 weeks ago for my husband to wear on a cruise that we have been on for the last 2 weeks.

On the formal night he attempted to wear the shirt which proved practically impossible. The buttonholes were so small it was beyond difficult to attempt to undo the buttons to then do them up again, to then have to undo them at the end of the night!

Really disappointed with this shirt especially with the high price I had to pay for it!

Bought the 6 sliced garlic bread today.and noticed it was in new packaging.when we put it in the oven.noticed again garlic bread only half the size. as normal .when tasting it .didnt even taste half as good.once again .a product that was execellent. now rubbish.like pies .pasties.etc.do marks and spencer think we are all daft .and will not notice,shops are doing it with chocolate bars.half the size .double the price.disgusting.easy solution.stop buying,

needed to speak to someone yesterday re credit card query,finally spoke to cherry who couldnt help me and said she would put me through to someone but after a ten minute wait realised she had cut me off. tried again but after putting into my landline the one time pass code five times finally got through to yet another operative who couldnt understand my query and refused to put me through to a supervisor,even though he said he was new to the job as he said i had not gone through sufficient security protocols. this was blatantly incorrect as i had inputted the relevant information.

I am horrified that after only wearing and washing my jaeger top for the FIRST time, it has shrunk considerably.

I live in Western Australia and purchased the top as a treat whilst I was back for a visit in August this year.

The top now measures 51cm from the top of the funnel neck to the bottom, plus it's all misshapen, and I did follow washing instructions and washed on a cold cycle.

I have attached a picture fyi.

Could you please advise the way forward with this, ie. a refund or a replacement? I have a British bank account, so not a problem there, probably the best option.

Unfortunately, I did retain the receipt as I didn't expect this to happen!

My bank details are as follows;

NatWest Bank - Redhill Branch

Sort Code = 543036

Account no. = [protected]

Account name = Fiona Helen Robson

I look forward to hearing from you soon.

Best wishes.

Fiona

+61 [protected]

My wife and myself visited your store in Thurrock Lakeside yesterday.

I decided to check my offers on the app and found offer that states in bold type.

50p off when you spend £3 on M&S cakes.

With a photo of cakes sliced.

With this in mind we entered the cafe where i purchased two pieces of cake each at £3.50 per slice and two drinks. When paying for these items I was told this offer does not apply to my items.

Upon getting home I looked again at the offer and find that you have to read all the small print in the terms and conditions to find why this did not apply.

I feel M&S are miss representing the truth of there offers with the bold headline that shows in the app when first viewed.

I feel cheated and misled by M&S and their offers.

As such I shall not be looking to shop in M&S in the future and also pass my comments on to the Trading standards for their look at my concerns.

The tracking shows no sign of this order of two packs of support vests being delivered. You took the £45 from my bank account July 31st - obviously no problems with delay there. I was texted to say they would arrive Tuesday 1st August - they didn't but no-one texted me. I checked on tracking to find it wasn't going to be delivered. The 'damaged' excuse listed on the tracker is a nonsense - I don't see how 4 vests can get damaged in transit. I'm guessing the driver did not want to wait through the roadwork queues - which I understand to delay for a day or 2 but not longer and some honesty would have been nice. I've still heard nothing and the tracking message is basically 'whenever'. There is no means of contacting M&S or their courier. My emails have gone unanswered. I've been pleased with orders from M&S in the past but I'm not at all sure I'll be using them again after this. Please deliver over the next couple of days (i.e. by Fri 11th Aug) or refund me and please pay me the courtesy of letting me know.

I have visited several of your stores in recent weeks and months and been disappointed by there only being self-service checkout in the clothing section. The staff stood there manning the self-service checkouts have often been rude when I have asked for assistance and just say "we've gone digital". I find self-service tills confusing to use and the beeps and noises can cause me to have panic attacks.