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Comments:
This company obviously thinks it is above the law.
I used their on-line facility to buy some socks from them which, after just one wash, shrank so much that they became unusable. I wrote and explained that it's difficult for me to get back to the store where a friend had collected them for me as I am disabled. I sent all the items, as they requested, with proof of purchase - again, as they requested. I returned some socks that had not been washed and some,from the same pack, that had - the difference was immediately obvious.
I then received an offensive letter accompanied by an M&S voucher. No notice had been taken of the fact that I had explained that getting to their stores is difficult and, to be honest, after problems with the goods I had already bought I wasn't inclined to shop with them again.
It is clear, from the incredibly offensive letter and a subsequent conversation with a supervisor in customer relations, that they think they are above the law and can do anything they like. They seem to be unaware that goods must be fit for purpose and that retailers have an obligation to refund real money if they are not.
Or, perhaps they think that everything they sell should only be worn once and then thrown away.
This company had the opportunity to resolve a genuine problem amicably and sensibly but they chose to deny the problem - which was obvious to anybody who compared the unwashed socks with the washed ones; they sent an inflammatory letter and tried to deny my legal right to a refund - not good customer service, ignorance of the law and total lack of integrity.
This is certainly NOT a company that looks after its customers
Mark and Spencer duplicated two payments on my credit card and say they can't do anything about it. The amount is over GPB600 and they thnk they can just take their consumers money and get away with it. The store would have been over when cashing up and would have know that they had an error but they di nothing to check and fix their error. In my opinion this is poure theft, if it was not, they would have found their problem and corrected it on the spot. It is quite obvious that they have no motivation to show any integrity towards their cusotmers. How do they think they can get away with outright theft?
Bought a cream linen pair of trousers - after 1/2 a summer they wore away on the thigh (I'm not huge, size 12, so no excessive chaffing or anything!). They argued that the wear I had had was fair and that as they had now been reduced they would only give me the sale price which was 1/3 of what I had paid. Could not be bothered to argue but was frankly v. disappointed and felt that this tarnished what had previously been an impression of a fair company with gd. cust. relations priorities.
ordered a sofa, told 4 to 5 week wait for delivery, waited 5 weeks and rang to find how much longer to wait. told they had tried to phone me twice and got no reply. told would have to wait 4 to 5 weeks more. moaned that they could have written or sent email. had to wait a further 3 weeks before they finally delivered
I recently bought an LG washing machine. I was told it would be connected and left working if I paid £19.99. When the machine was delivered, the delivery man said he couldn't connect it because he wasn't an electrician, and I would have to get an electrician to connect it.He referred me to a lady who said I could not have a refund as they didn't do refunds of the connection charges. I was concerned at this as I only bought from M&S because of their good reputation Jean Kinsella
We bought a sideboard for our living room from Marks & Spencer online about a year ago (July 2008). It was delivered with missing handles for the lower set of doors. We drew this to the attention of M&S and initially received responses to the effect that the handles would be back-ordered and sent to us. A year, and an estimated 25 emails and countless phone calls later, this is still not resolved. The company has simply stopped responding to our messages, even though it could read the history and see that our complaint goes back to the day the deficient item was delivered to us. I even wrote a letter to the CEO. Guess what? - No response. This store tries to brand itself as something of a national institution, but we have been treated with discourtesy and cynicism.
Why is it M&S start a new food product and it's really good, then as customers get used to buying it, they cheapen the ingredients to improve their margins. The case in point is their steak pie with stilton, now it's gistley meat with a funny background taste pie. Another common tactic if they cannot make margin, they take it off the shelf
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Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
I used their on-line facility to buy some socks from them which, after just one wash, shrank so much that they became unusable. I wrote and explained that it's difficult for me to get back to the store where a friend had collected them for me as I am disabled. I sent all the items, as they requested, with proof of purchase - again, as they requested. I returned some socks that had not been washed and some,from the same pack, that had - the difference was immediately obvious.
I then received an offensive letter accompanied by an M&S voucher. No notice had been taken of the fact that I had explained that getting to their stores is difficult and, to be honest, after problems with the goods I had already bought I wasn't inclined to shop with them again.
It is clear, from the incredibly offensive letter and a subsequent conversation with a supervisor in customer relations, that they think they are above the law and can do anything they like. They seem to be unaware that goods must be fit for purpose and that retailers have an obligation to refund real money if they are not.
Or, perhaps they think that everything they sell should only be worn once and then thrown away.
This company had the opportunity to resolve a genuine problem amicably and sensibly but they chose to deny the problem - which was obvious to anybody who compared the unwashed socks with the washed ones; they sent an inflammatory letter and tried to deny my legal right to a refund - not good customer service, ignorance of the law and total lack of integrity.
This is certainly NOT a company that looks after its customers
http://www.bbc.co.uk/news/business-12122210
Consumer6 at 8th Jan 2011, 04:46PM
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