Best Way to Deal with Bad Customer Service?
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So I managed to get a few bits in the m ans s sale mainly for family but I was pleased enough anyways had a nightmare trying to checkout wouldnt let me select an address buffering my cc payment eventually placed. checked email and its gone to wrong address. Phoned and was told id missed the amend order by 2min - as I was on call waiting but they assured me they could change details with courier as not dispatched etc. LSS rang first thing and courier wont change details so my only option was cancel order- cant reorder as all gone. Im furious, asked to speak with manager got put on hold for 19min before I hung up- what do you guys think- complain if so best way?
well thats what was thinking- im not being precious am I this is complaint worthy? Woman on telephone was also very rude
i would be raging!! Definitely post on social media, although I’m not sure what they could do at this point except apologise as they can’t give you the stock if theyve run out...
I know but at the time they literally still had all my order so they could of just resent it which they also refused to do so now im gutted I had birthday and christmas presents for all family sorted theyd of got proper useful and wanted gifts beyond what I will now be able to afford- thats what upsets me was the lack of care that for some people these saving really count beyond grabbing a bargin.
In these circumstances the thing to do is to decide (precisely) what it is that you would like M&S to do about it. Then write a letter to the head of customer services politely explaining how disappointed you are (with all the order numbers, dates etc), how you've trusted the brand for years etc, and ask them for a gesture of goodwill to put the matter right (stating whatever it is you have decided you want them to do). Keep copies of all correspondence.
Don't use social media to moan until you have given M&S the opportunity to put it right. That's a weapon you're better off holding back and using as a threat later on, and only if you don't get what you want at your first attempt.
If you don't succeed early, escalate your complaint with all previous correspondence to the Chief Executive. His or her pa will normally be tasked with getting such matters resolved amicably.
You want to be seen by M&S as being annoyed but fair. Not annoyed and bloody-minded. If they don't like you, or your approach, you'll get less compensation, unless you're prepared for a real bun fight (which frankly isn't worth it for what you've described).
It most cases I would try to avoid using that company again. Although, it's more difficult if it happens with a company that you use frequently. I tend to wait for few hours and if the point of contention still bothers me I'd write a email complaint. However, unless someone has done something completely outrageous I don't really expect much to happen, but it will let the company know they may have an issue with a certain employee if that person receives multiple complaints from other customers.
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