Marks and Spencer

I ordered the Rose & Lily bouquet for delivery to my mum on Mother's Day. It arrived on Friday 17th March and to say the flowers were poor is putting it mildly. The lilies were brown with heads and leaves dropping off. The roses were turning brown and drooping. When my mum tried to do her best for them, the petals of the roses were dropping off.

I contacted customer service for a replacement. They said they'd send one on Monday 20th March. Instead, they sent one to my sister in law! (I'd sent her one for her birthday the previous week.) Then I got an automated email saying a refund was being processed. I've received NO explanation as to why a replacement wasn't sent to my mum and why I'm getting a refund.

Your customer service is appalling! Your complete lack of interest or care in ruining my mums Mother's Day is beyond upsetting. My mum lives a 7 hour drive from me, I couldn't be there and I wanted to send her something nice. You send her dead flowers and couldn't give a damn!

I will NEVER buy flowers from you again. I will also do my utmost to never setting foot in an M&S store ever again. I've been a fan of M&S food for years and I don't mind paying more for quality and good customer service but your customer service is non existent so from now on I will shop at Waitrose.

Hello, I received flowers yesterday as a mother's day gift

I am not happy with the condition or quality of the blooms

On opening them they appeared ok ,but as I followed the instructions as how best to deal with them , they were a bit wilted,and some of lower stem flowers were a bit slimey .So I removed them , added the flower powder and trimmed the stems at an angle ,,,hoping that this morning they would have improved... Unfortunately not , more slimey lower blooms and no improvement

Very disappointed

Awaiting your reply

On the 12th March, I bought a roast chicken from the Food store at M&S Bangor at Bloomfield. The following day, on opening the food bag, I found that the chicken was overdone, with the skin burnt and in particular, the wings were badly burnt. I had also had a similar experience in February, purchasing a roast chicken on the 25th February, then finding it burnt and getting a refund of £6.50 on the 27th.

I believe there is a fundamental problem with your roasting process, as this cannot be a coincidence. I decided not to return the chicken this time, as I felt the time spent returning and the cost of diesel to get the refund was a waste of time. I decided therefore to take pictures and raise a complaint, as I am sure that other people have probably had the same experience.

Photographs attached.
Martin Mellor

Have shopped at the Marks and Spencers store in Winchester Road, Southampton for the past two years and when I shop much of the purchases come in plastic wrapping or packets. As the local council do do not have a recycling service I have to take the plastic afterwards to another supermarket and incur some inconvenience doing this as don't have a car.

Hello,

I wish to bring a situation to your attention.

On Sunday 12th March, I visited your store at rushden lakes, Northampton. After spending in your store. My friend and I always visit your cafe.

Today our experience wasn’t enjoyable. After ordering our hot food around 1pm, we found ourselves waiting much longer than usual. Almost 30 minutes. I had a jacket potato with beans and paid extra for a portion of cheese. When it arrived, there was barely any cheese, and the beans were much less than I have had before. My friend had the macaroni cheese. When that arrived, it was on its own, no garlic bread ( as advertised) also no explanation. My friend had to ask where it was, to be informed, we haven’t got any. No offer of an alternative, to which my friend had to ask again, what can you offer, as that’s what I’d paid for. A ciabatta roll was offered. No apology. When my friend went to eat her lunch, she found it was frozen in the middle! We called someone over to let them know, which was then replaced with another. Only to find it was still cold in the middle, hot around the edges. This time my friend ask to see a manager, he said they were having some issues with new staff. When you are serving hot food , it should be probed to check the core temperature. By then our hot drinks were cold. Which we did have replaced.

But the whole experience made us feel like we wished we hadn’t chosen to eat here. Last time we visited in January, the dishwasher wasn’t working, so paper cups and plates were being used. Almost 70% of the tables were full of rubbish. We had to clear our own table before we could sit down.

I don’t like to complain, but today’s experience has made me feel I don’t want to go there again.

I have worked in the same environment and I know the standards in food hygiene and preparing foods.

Communication is priority to letting customers know if you haven’t got a certain product, and surely alternatives should be put in place, instead of the customer having to ask?

There are times when companies have to train new staff, but there should be some specification to follow as to how a meal should be served and sent out to the customer.

I know we weren’t the only ones to complain today. Very poor quality of food service.

By the time we left, not one person came over to ask if everything was okay. One member of staff did apologise and said she would pass on our comments, and said about seeing if we could get a refund. No one returned to us. The person that was spoken to, about the complaint was seen leaving the premises (presumably on a break).

We came away feeling disappointed.

I hope these issues can be resolved, or else your cafe will be empty.

Thank you

Elaine.

received flowers via DPD on 4thMarch for my birthday from my sister. Iwas extremely upset as the flowers were very poor quliality.There were 5 hyacinths supposed to be pink but hardly any colour to them,4?what very floppy and already only fit for bin ,2stems with no flowers attached,leaves dry and crumbling,tulip leavesfloppy.Expect better from Marks,.Order no-[protected]. Product codeMSDSPR2931.S SUTCLIFFE

My partner brought a £25 bottle of Chateau Neuf du Pape as a treat(far more than we would normally pay for a bottle of wine). On pouring the wine looked thin and on tasting the wine was very acidic and vinegar like. We have had £4.99 bottles from Aldi that taste much better!...This is especially disappointing as we value marks and spencers as a quality shop and have had wine around the £10 mark from there which has been very good. Please see attached picture of wine plus some of the other disappointing reviews on this product. We had no other wine to entertain with so were forced to drink this so can not return

Today I tried to purchase some euro on-line for over one hour, it wouldn't accept my date of birth then Passport or Driving licence end date. I eventually completed form then entered payment details, then it got declined, I tried a different method through my bank app it still wouldn't accept payment. I called my bank they said no problems there end.

I then decided to go to Worcester branch to change the money, due to so many problems trying to get the payment through my bank declined my payment thinking someone was trying to use my card. I then had to go to my bank and sort blocked card out,

I decided to draw the cash and went to collect my euros almost 20euros lost on exchange due to not being able to order them on-line at higher rate.

The guy who serviced my said he had had two other people in with the same problem with your web site, surely it should have stated on-line your system wasn't working.

Having bought the above product at your Dover outlet on Saturday 5/2,I cooked it and found that when I came to carve the joint found it was mainly fat and gristle.my wife and I managed to get 1 to 2 slices each but the rest was unedible.we have always used m and s for its food products but we were really disappointed this time. Many thanks Phil Pritchard

A jumper I bought 40days ago has pilled very badly evne thought I have only worn it a few times.. The local store wouldn’t accept a return even though it is badly pilled.

Update:

This has now been returned by the store at Lowestoft. They said it was a goodwill gestor even though there is an obvious quality problem.

The manager said the jumper was like that and you have to remove the pilling with a brush remover. I don’t think this explanation is reasonable.

I contacted customer service and they told me to go back to the store and for the store to ring them if there was a problem. The manager didn’t do this. But refunded me via cash even though I had paid by card.

I really like your stores but I'm afraid I don’t think I will be buying any goods from you in the future.

I have photos should you want to see them.

[protected]@gmail.com

Janet Smith

Bought two bras at the beginning of January - a pink and a black one - the same as as black one I bought a few weeks earlier that I found very comfortable. I just got home to find my washing machine making a right racket because one of the wires from the pink bra had come out and lodged in the drum. Not only am I now in possession of a broken brand new bra, but it could easily have damaged or broken my washing machine. Now, I know sometimes these things just happen, but seriously, after two washes (not even two because it didn't make it through the second one)?! This is not acceptable. I understand that across the board, almost all brands, quality has very much gone down the pan in favour of bigger profits, but M&S is supposed to offer decent quality items. They are famed for their undies. I only buy from M&S. And this is rubbish. An item of such poor quality is not fit for purpose.

I have had a few items in recent months that very much make me question if to bother with M&S at all (shrinkage at lower than recommended temperatures rending items too small and unusable etc). This one is just the cherry on the cake.

Hi,

I received flowers from my brother and sister in law on Saturday and I was appalled by the poor quality of the flowers. Heads were snapped of the thistles, the roses were dying with brown tinging around the edges and the remaining flowers and other greenery were wilted and half dead. I haven't told them yet because I didn't want to complain after such a nice gesture and give them the hassle of making a complaint to M & S. However, if you are willing to provide a refund then I will provide their details.

Given the reputation of M & S for quality products, I could not believe the flowers that I received!

Regards,

Mrs Helen Macmillan.

I was refunded two amounts from Emirates airlines in August 2022 for tickets purchased prior to lockdown. My account with M&S was closed in June 2021 and transferred to the Halifax. I have chatted with Live chat several times to try to find my refunded money. First time I was told the the monies would be automatically sent to my new account. Second time told that details would be sent to relevant dept and someone would contact me in 7-10 days. No one called. Third time told that monies had been returned to Emirates. Emirates have asked for return details so I sent a letter plus copies of emails from Emirates on 5th December to PO Box no and had no contact from anyone in M&S. The amounts involved are in New Zealand Dollars.. refund 12/8/2022 132.00 and New Zealand Dollars.. refund 15/8/2022 992.85. I would be obliged if someone could take the time to let me know what is happening. Thank you.

My Email address is [protected]@aol.com, Name Janet Hignett, A/C no. 446242******0103. My address is 15 Union Bank Lane, Widnes, Cheshire WA8 5XB. I have been extremely patient up to now and have given you enough time to look into this for me, but now my patience is wearing a little thin. Thank you.

Hi, a couple of years ago I bought a lovely dressing gown for myself. Having more or less lived in it due to having leukaemia, followed by a bone marrow transplant, I decided to buy another. I bought a blue one (my old one was grey), this dressing gown, for all intents and purposes, was exactly the same as my previous one. I went to my brothers caravan last weekend for a bit of respite and took the new garment with me. I threw the old one out. I put the dressing gown on after showering and it only just fit. It is a medium, like my other, and the quality was nowhere near as good. The dressing gown felt really thin on me. I am very disappointed with the sizing and quality of the new item. I buy all my underwear at M and S plus other items and I do my food shopping there. Thank you for reading and I await your response.

The store refused to refund although I had receipt and was in time. Tags were with slippers. They had been tried on and worn in kitchen on hard floor for about 30 minutes to see if comfortable. I am registered disabled and they were too slippy . I took them off and tried to return them. I was kept waiting 10 minutes whilst various phone calls and supervisors were called. They were very assertive and did not listen to my honest account that I had NOT been wearing them. Getting to the shop is a challenge so I was devastated by this treatment for what was an £18 refund.

I ordered flowers on line for a birthday 22,11,22 I had an e mail confirmation delivery on that day. The flowers did not arrive on that day.I have since then sent 2 e mails asking for my money (£35) back every e mail was not answered In the end I sent a letter stating my and my friends disappointment, but the letter was also ignored. I wrote about 3 to 4 weeks ago. Is that M&S policy to ignore long time customers? Please answer this e mail and return my money which was paid in good face,

Thank you I hope to receive an answer this time.

Christmas food order was a disaster.

Hour queue for collection.

Food packaging was all wet.

Then to top it off the (£65 btw) beef was chewy throughout.

I get that these things happen, a bad batch or whatever, but it's how the complaint has been dealt with that really upsets me. I have basically been fobbed off by the customer service team.

I had photos and proof of purchase (order emails and bank statement) which last time I checked was as good as a receipt. However , I have been told that because I don't have a physical receipt (shop didn't give me one on collection) or have the packaging (despite telling them it was wet and had to be binned) then customer service have told me tough and goodbye!

How sad that they treat people like this.

I wouldn't care if we were talking £20 but this is £65 that ended up in the dogs' bowls.

I ordered flowers to be delivered to my stepmum on 21st December, imagine my absolute horror when my stepbrother send me pictures of what my " winter wonderland" bouquet actually looked like...a wilted bunch of weeds would be an accurate description and not a flower in sight. I called the customer service dept on 22nd December, obviously a foreign country, to be told my complaint would be escalated...to date, as if 3rd Jan I have heard nothing. I ordered a bouquet through a company who obviously had pride in the product they deliver but am still out of pocket for the M and S product. Awful customer service

Hi

I purchased an item over postal service and checked out as a guest. I was told to return the unwanted item via my account. I could not log into an account as I had checked out as a guest but it said a log in had been sent. It never arrived. I have screen shots of your website telling me a password reset had been sent. After 4 weeks of not receiving any of my requests I was still left with no options for the item I wanted to return so I went in search of your customer service number. I went around a lot of loops which I do not appreciate. The number I finally found was misprinted. Here it is

https://www.marksandspencer.com/MSContactUsPhoneAndPostView?contactby=phone&storeId=10451&langId=-24&catalogId=11551&categoryId=3238001

I then managed to get hold of an alternartive number that directed me to a call centre in Cape Town. Nelly told me the only thing I could do is return the item via a store. I do not have a way of getting to an M&S store except via taxi so I would never have ordered from them had i Known this. SHe told me there is nothing she could do and a manager would call me back. I am still waiting for that call. I have to say I am thoroughly shocked by the whole thing and am rather peeved at having to waste so much of my time to get NOWHERE. Please advise me what to do and if there is nothing you can do to get a returns label to me then please refund my item. The order number is [protected] and the item that was not suitable was KIDS freshfeet high tops size 5 BLACK. The rest of the order was fine.

This is my second complaint about staffing levels at your Fosse Park Cafe. I use the cafe on a regular basis as do my family. We have again noticed people in the queue waiting for service getting very annoyed. It would appear that when we order a tea or coffee at the till area.. the person serving goes off from the till and makes the drink, leaving no one serving. Why do you not have people designated to making drinks and people on the tills. Why should someone on a till have to then go away and start making drinks.

This is obviously down to poor staffing levels and to be honest it is causing people to complain. If you cannot run the cafe like it used to be run then you need to either up your staff levels or close it.

I and many other people stood waiting in a line because the girl was making drinks so we didn’t get served.

Please put this right or I will not be using the cafe again.

Thank you.