Marks and Spencer www.marksandspencer.com

Bought a 4 seater sofa from M&S last year.It is The Rochester Beautiful sofa at a good price. Delivery was ok considering a pandemic it was a couple of weeks out which was fine. The delivery men were professional and competent. However within a few months the supporting bar under the sofa used to hold it all together was poking through the cheap woven lining. Within a week a chap came to fix it. This was ok with me and he did a lovely job. I know a little bit about sofa construction as I sew and have made small items over the years. The best construction would have been screwed, glued and dowelling.

This strengthening/support bar came away because it was stapled together. He was very professional and took the staples out and glued and screwed it instead. I am hoping this was a one off and I don't have any other issues with the furniture. so far it has been ok but I will not buy any upholstery from marks and Spencer again and stick to the clothes.

On Nov 5th I tried to order an item online using the 20% off offer. After several unsuccessful attempts with the screen behaving strangely,wanting to return me to the prevoius screen all the time. I gave up.

I have ordered many times on line quite easily, BUT NOT THIS TIME.

I received a message today (6th) to say there was an item in my 'shopping basket' yes it was the order I'd had trouble with, but now the price was the FULL price, so I don't want this oder now. M&S let me down!

I ordered two items (a gift card and a scarf)and paid a premium for these items to be delivered on Saturday 6th December. An email was sent 5.04 am on the 6th to inform me that one of the items would be delayed. I tracked the other item and was told it was on it's way (dated 5th December Royal Mail) The Royal mail website said that it would be with me by the guaranteed date of the 8th December and stated the items status was last updated at 1.00 pm on the 8th December. I'm writing this review on the 6th. I called Marks & Spencer Saturday morning and was told that 1 item would definitely be delivered today and the other on Monday. At 14.15 Saturday I had an email stating that the second item was on it's way. I called again and was told that both items would delivered on Saturday 6th December, but could as late as 9.00 pm. When neither item turned up I called yet again (17 minute wait) and was told I could now expect both items on Monday 8th December. I said nobody would be in on the 8th and I would rather cancel the order as it would have to be signed for. I was told you can't do that see our terms and conditions. " We shall be under no liability for any delay or failure to deliver products if the delay or failure is wholly or partly caused by circumstances beyond our control." The first agent I spoke to was helpful and cancelled the premium payment and said I would receive a gift voucher to the value of £5.00. As I will never buy any thing from Marks & Spencer again this was rather pointless. The other two were a waste of space, one telling lies ( Being told in the afternoon that Royal Mail would deliver when the second one said that could not be right as they did not deliver past lunchtime) and the other no help at all. She was the one who told me to read the terms and conditions. when I asked the first one to speak to a manager I was cut off. Never again.

Ordered a simple order of a few pairs of mens underwear on 12th Nov, morning. Now late 17th Nov and nothing has arrived. M&S have charged £3.50 for delivery and sent e-mail simply saying "Dispatched"

Is it any wonder that one of the UK's best retailers is losing sales and both profits and share price are going through the floor.

Please shape-up or ship-out! NEXT offer next-day delivery if ordered before 10.00PM!!!!

I have tried to order more school shirts for my daughter, The website is consistantly saying there is stock and yet my order has been cancelled three times now. The exact time of getting the cancellation email I checked and there website siad there stock had actually increased. The stock levels make no sense and worse still they leave it until the last minute to inform you the goods are not going to be there for colection. When travelling to another town this is ridiculous. For such a large company a better stock system would be expected.Customer Service ignores requests for a manager to respond and just gives standard response.

Very poor

i wouldn't shop here again they took £25 from me then never sent the item out to me and never refunded the money back to me

This is no ordinary cardigan. This is item T38 08996/5267. Bought on 25 February 2012. Worn 3 times. Large amount of pilling appears. Take item back to store. Staff inform that M&S do not see pilling as a problem. The customer does!! Staff say it is the type of material and nothing can be done. Two letters have been sent to M&S Customer Services. No reply has been received to either letter. M&S obviously source items from obscure corners of the universe where workplace conditions are abysmal and expect the customer to put up with atrocious customer service. This is no ordinary store. THIS IS YOUR M&S.

My wife went to M&S to buy a lipstick. There were none in stock so was advised to order. After confirming that the particular colour was current, she ordered 2 and paid cash, £6-50. 4 days later she was phoned and told that the item was no longer in stock and she would be receiving a refund as a cheque within 10 days. She was told that this was M&S policy and complies with their Terms & Conditions. A cash refund at the store was out of the question.

We have written and complained that most of the refund will be taken up by charges and our costs. We also pointed out that why should we wait a total of 2 weeks plus cheque clearance time when it was their error.The Terms & Conditions on the back of the order make no reference to refunds when the cause is that of M&S.

So far the only replies keep quoting that these are M&S Terms Conditions & Policies and that a cheque refund is the most convenient. Convenient for whom?

When a customer takes goods and doesn't pay, it is called shoplifting and is criminal. When M&S take a customers money, fail to deliver the goods then refund after a total of 3 weeks a depleted sum, it is called M&S policy.

Come on M&S, start thinking about what is fair to the customer. When you have made an error, you could do more to correct matters. Advising my wife simply to visit the store and in place of the goods collect the cash refund would have worked, avoided the delay and above all ensured that she had not lost any money because of the error.

If your finances are so tight that you have to withhold refunds from customers in this manner, you are in a very poor financial state indeed.

My advice to anyone placing an order with M&S, even for something small, is to not use cash. The M&S systems just cannot handle it. Use a card so that if the order goes wrong, the transaction is not processed.

I am awaiting a reply from the M&S Executive Office which I hope most sincerely, does not quote the Terms Conditions & Policy yet again.

I am appaled by the customer service at Marks and Spencer. I bought a £200 suit a week ago wore it twice at work and noticed the crutch on the trousers was wearing through. I returned it thinking that this would all be under warrenty, only to be told they could not refund my money. They had the cheek when I asked to speak to a manager to get a security guard to stand next to me noting down everything I said. Both the wife and I were totally intimidated, and the manager refused to refund the money and said that the suit would have to be examined by the "toxicology" department?? This wouuld have to take 28 days even though they agreed the suit was faulty. I have complained but am not sure that this will be treated quickly.

I will never ever shop there again and will make sure that everyone I know is also warned off!

We like the service, the quality of your goods and your

Staff's attitude towards your Customers.