I ordered these over a month ago and was told that they would be delivered to my chosen store in a months time. I patiently waited for a month. I then received an email last Thursday (I was away as bank holiday weekend). I returned home on Monday and had an email stating that the item had been refunded as it was returned on Sunday as I had not collected. I emailed Marks and Spencers on Monday asking if the item could be retained or sent back ig gone (it would have been in transit as would only have been returned on Tuesday as bank holiday). I received the following reply;
I am sorry to hear that you waited long for the order and its refunded now. I understand this must be disappointing.
Store keeps the order for 7 days. If its not collected by that time, its returned to M&S and customer is refunded. I regret to advise that the order is already on its way back to M&S.
I am unable to send a replacement as we have already refunded. Please place an order again. I apologise for any inconvenience and disappointment.
Thanks for getting in touch and have a nice day.
Kind regards
Roohie Baig
M&S Customer Service
It was obvious as a sale item that I would not be able to order again so incorrect advice.
It is also obvious that the item was NOT kept for 7 days as I was emailed on Thursday and item was returned on Sunday!! I complained and complained with very curt, unhelpful and rude replies from Mr M Rogers from the Excutive Office who seems to run and act for the CEO
Thanks for contacting our office about your order. I'm sorry you're unhappy it has been returned as it wasn't collected.

I appreciate you're disappointed and initially wanted to know if these four items could still be collected. As the order is no longer in the store, it is not available to collect any longer.

We sent an email to notify you that the items went into the store on 24 April. In that email, we confirmed the items would be available to collect until 1 May. We then sent a reminder email on 28 April advising that the items were still waiting for collection. As the items weren't collected by 1 May, they were then returned as per our order terms and conditions.

I've checked our stock records and can see that these items have now been discontinued so they're no longer available to order unfortunately.

I'm sorry for any disappointment caused by this situation but I'm afraid we're unable to source these items for you as they are no longer being sold.

Thanks again for taking the time to get in touch.

Kind regards

Michael Rogers
Executive Office
Your M&S Customer Service

I complained further and eventually emailed Mr Rowe the CEO

,Dear Mr Rowe,

I am writing to complain about an order that I waited in excess of 1 month for delivery to store and then was emailed on Thursday and due to being away did not collect, and then had an email on Sunday stating that the order had been returned.
I emailed on Monday, by which time the items would have been in transit and not sold but was told quite rudely that there was nothing they could do and that the items are now discontinued.

More infuriating is your Complaints Dept/Executive Office staff replies, which quite frankly I find dismissive and rude and a shure way to drive your customers away.

I ask that you personally investigate both my delivery and order and the responses from your "team".
and reply to me by email at your earliest convenience.

Yours sincerely

but had a further 2 emails from Mr Rogers.

Thank you for responding to my email.

My colleague was right in advising that orders into store are kept for 7 days. Your order arrived into store on 24 April, was in store for 7 days and was then returned. I'm afraid we have no way of tracing your items now they've been returned or of re-ordering the items for you so we'll be unable to assist you further.

I understand you'd like a response directly from our Chief Executive, Steve Rowe. Our Board members are unable to deal personally with every telephone call, email and request they receive. If they were to respond to all correspondence themselves, they wouldn't be able to fulfil their appointed roles.

The Board therefore pass emails and requests to the Executive Office to respond to on their behalf. This doesn't indicate a lack of interest from them, but is simply a practical approach which is adopted by many large companies.

I'm sorry for any disappointment my response may cause but I'm afraid there is nothing further we will be able to say on this matter.

Kind regards

Michael Rogers
Executive Office
Your M&S Customer Service


Thank you for emailing Steve Rowe about your complaint. As a member of Steve's personal team, and as the case handler of your complaint, I'm responding on Steve's behalf.

As mentioned in my email this morning, while I'm very sorry for any disappointment caused by either my responses or that these items are no longer available, I'm afraid there is nothing further we can say on this subject and as such we will be unable comment further.

However, as you'd emailed Steve personally, I did just want to acknowledge this to explain why Steve is unable to respond to you directly. Our Board members are unable to deal personally with every contact they receive as they would not be able to fulfil their appointed roles if they were to respond to all correspondence themselves.

The Board therefore pass contacts to the Executive Office to respond to on their behalf. This doesn't indicate a lack of interest from them, but is simply a practical approach which is adopted by many large companies.

I hope that my two emails from this morning have clarified this matter for you and I'm sorry we're unable to assist further.

Kind regards

Michael Rogers
Executive Office
Your M&S Customer Service

I find M&S customer service/Exceutive Office a disgrace and find there replies rude, unhelpful. My item was returned on Sunday on a bank holiday so unlikely to go until Tuesday and regardless would not have been sold by Monday when I emeailed as it was in transit. I was also told incorrect advice that items are kept for 7 days and told to reorder.

The CEO was emailed and yet again I get a reply from Mr Rogers of the Execeutive Office so it appears that he has the final say on any complaint that M&S have and is not monitored and you cannot complain further than him.
I certainly will not be shopping there again and with that attitude they will lose many customers and lose their business.

Any bloke ordering "bootie slipper socks" needs to have a long hard word with themselves... :smile:

Selected colour: Grey Mix Out of stock.

Gutted!

Just tried to post the following, they are reduced again from being posted over a week ago and about halp in price again. They are pre order with c&c being available 27 April

http://www.marksandspencer.com/cable-knit-bootie-slipper-socks/p/p22390585

Just bought and works fine. Heat added.

Can't add to basket. Crap

Mine came up cannot add to basket. Tried again and it worked on the size 8-91/2.

Size 10-12 still in stock, just ordered a couple. Thanks!

Great offer. Bought three pairs. You can always put them away for the future. Thank you for telling us about this deal. HOT :laughing:

Its quite big if your normal size is 9 you may need only up to 7 on this.My size is 9 and I hav bought one 8 to 9.5 too big for me and think they wont take returns

Just ordered 10-12. Thanks OP.

I'm a size 9 and the 8-9.5 fits perfectly. Bought them last week at £2.99 but have re-ordered at this price. And returns on these have been no problem.

Just ordered size 10 to 12 no problems - Thanks for link

Size 10-12 in stock. Just bought 2 pairs. Thanks.

Just ordered 2 pairs. Thanks.

OOS?

Just ordered 2 pairs - no problems.......

Just ordered to put away for Xmas presents.Thanks X

oh dear i need 9 half so ordered the bigger ones as usually do order slightly bigger :neutral_face:

managed to order this time thanks ..

Yeah, I had that last week with a sale coat, showed in stock but when I checked out and went to select delivery slot only then did it say oos

just ordered thanks great price:)

oos now...just tried checking out & got though to final stage then taken out of basket ....:smirk:

Toasty find :-)