M & S Strikes Again

West Ender · 19-09-2007, 20:04

Five weeks ago I sent an online order to Marks & Spencer for a dress, a top, a pair of trousers and a pair of jeans. A few days later they took the money for my order (debit card) and a week after that a parcel arrived. Everything was there except the jeans, which weren't on the invoice. I emailed M & S and asked where the jeans were. They replied saying they were no longer available and I had been refunded £29.50. I hadn't been refunded.

The dress was too small and I didn't like the trousers so, rather than risk the post/internet, I took them to the large M & S store just outside Warrington, changed the dress for a bigger size and changed the trousers for a different pair. Still no refund so I emailed them again. Profuse apologies, they had passed the matter to their technical dept who would refund the money and email me when it was done.

Still no refund so I emailed again. Back came the reply that the money had now been refunded. It hadn't. I emailed again, 2 days ago and I still haven't had a reply - or any refund.

Today a parcel arrived from M & S. I had not sent another order so I wondered if this was the "unavailable" jeans but oh, no, the parcel contained a dress and a pair of trousers - the duplicate of my original order. I looked in my email inbox and there was an email to say the top (which arrived a month ago and which I kept) is also on its way.

I am going to hold on to these items until I get my money back for the jeans - whenever that may be. I have ordered all kinds of items on the internet, from different companies, and I've never come across such incompetence before. So my message is BEWARE of M & S ONLINE.

Lilly · 19-09-2007, 20:08

Thanks for the warning. I've never used M&S online.

MargaretR · 19-09-2007, 21:12

I have bought from M & S online 3 times in the past 2 years -several items each time - the only mistake was one nightie was lilac/blue instead of pink. (It was a half price sale item so I didnt complain)

WillowTheWhisp · 19-09-2007, 22:41

It sounds like they made a complete shambles of your order Westender.

West Ender · 20-09-2007, 17:07

It's got worse! They have now sent me another top, duplicating the first, and on checking my bank account they have charged me again for these duplicated items. As there's no way I trust them to refund me on line by returning the items by post (I still haven't got the £29.50) it means another trip to the store to make sure I get my money back. What a shambles.

BERNADETTE · 20-09-2007, 17:09

Quote:

Originally Posted by West Ender

It's got worse! They have now sent me another top, duplicating the first, and on checking my bank account they have charged me again for these duplicated items. As there's no way I trust them to refund me on line by returning the items by post (I still haven't got the £29.50) it means another trip to the store to make sure I get my money back. What a shambles.

I must admit I have never shopped on-line and reading this I don't think I'm missing much.