M&S customers face shipping delays for online orders
Although Marks & Spencer has successfully managed to cut complaints
concerning its clothing arm down by 20 percent, the department store
group is now facing a new slew of complaints from customers after
delaying the delivery of online orders by up to two weeks.
The group was forced to extend delivery times and put a hold on
next-day delivery services to stores, after its distribution center in
Castle Donington, Leicestershire was unable to keep up with demand
following its Black Friday promotional weekend.
M&S added that it had re-introduced it’s next-day deliveries to home
addresses, but noted that deliveries to stores would take at least two
days, and standard deliveries up to 10 business days. Several
disappointed customers have not taken kindly to the delivery delay and
are venting their frustration online. One user on Twitter posted this
Monday morning:
Ordered an item online
from @marksandspencer
which said store delivery by Wednesday. Now it won’t be delivered
til the 16th so I want to
— Annie Cartwright (@DC_Cartwright)
December
8, 2014
Phil WassMarks and Spencer
1 hr · London, United Kingdom ·
Placed an order online on 29/11 to collect in-store on Saturday 7/12
to be told that morning that only one of the 3 items would be ready.
The second one came in on the Sunday 8/12 so I had to go back to the
store again. The third was simply cancelled as you couldn’t find any!
Not good enough M&S, last time I trust you with Christmas shopping
cancel the order and
buy elsewhere, however, despite the fact the item hasn’t even been
despatched yet, @marksandspencer
won’t let me cancel
— Annie Cartwright (@DC_Cartwright)
December
8, 2014
While other customers have been sharing their concerns on the group’s
Facebook page. “Placed an order online on 29/11 to collect in-store on
Saturday 7/12 to be told that morning that only one of the 3 items
would be ready. The second one came in on the Sunday 8/12 so I had to
go back to the store again. The third was simply cancelled as you
couldn’t find any! Not good enough M&S, last time I trust you with
Christmas shopping!” complained another customer in London.
The delay in delivery comes after M&S assured it’s new distribution
center would be able to process one million items per day by the end
of this year. However sources revealed to the Guardian that the
‘state-of-the-art’ facility was plagued with technical difficulties,
after the group denied any ongoing problems at its center.
“Our customer is always our top priority and that is why we’ve
extended some of our delivery options. The vast majority of orders are
delivered on time. If we do miss a delivery date, we will do all we
can to rectify it for the customer,” commented a spokesperson on the
delivery delay.
Marks & Spencer is not the only UK retailer to be experiencing
difficulties processing orders following Black Friday; last week saw a
number of Tesco customer’s sharing their concerns following a long
delay for click-and-collect orders placed during the promotional
bonanza.
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