“I have just called the helpline as I was having trouble logging on. The gentleman was very helpful and I was told that this was unlocked and I need to order a pass code. 45 mins later and another call I am still no further forward. Unfortunately these call centres are abroad and it is often difficult for them to understand me and me to understand them. The problem is still not sorted.”
“Ealing Store, the staff on the customer service desk extremely polite, however i tried to return an item that was brought from an out;let store, i was told that i wiyuld be able to return to any M&S, WELL -you should know that if you are buying goods from an outlet store, (of which there are a few popping up), you are unable to return these goods to a 'normal store' so just be careful with what you are buying take sure that it fits or you will have the long journey of heading back to the outlet store.”
“I really don’t care whether the call centre is based on Tyneside or in Timbuktoo but the staff are difficult to hear and understand and the lines are appalling - a lot of interference and echo which makes for a frustrating and time-consuming experience.”
“Your customer service for the credit card is absolutely appalling; not only did I not understand the young lady I was speaking to, she didn't understand me and nor was she able to help me. When M&S are supposed to have such a quality reputation, this 'phone line is a disgrace.”
“I’ve been trying to contact the bank by phone
which is very hard, waited 15 minutes yesterday gave up and tried again in the evening eventually got through but couldn’t help me until I had physically received my pass.
Received the pass now and tried again to get through by phone waited about 20 minutes again, will try again this evening. I don’t call this good service.”
“Just opened an account and had to call customer service to verify. Disappointing as it felt like I was speaking to someone so far away they were on the moon. Her energy was so draining that as she spoke she was sucking the life out of me.
I will keep this a a basic account as I am already dreading if I have to call customer service for anything else.”
“I tried to pay for an online purchase this evening (car tax) using my M&S MasterCard and the transaction was not authenticated. I have had this on the odd occasion before due to security reasons, but what surprised me was the fact that you can no longer speak to anybody by telephone after 8.00 pm. So basically it means you are stuffed for example if you are trying to pay for fuel or a hotel bill somewhere after that time and something blocks your transaction. Fortunately my Santander MasterCard was successful. Be warned!”
“The new system of logging on to access my marks and spencer account card is totally user unfriendly. Once again I have tried six times so far this morning to access my account via my lap top. Third time I actually managed to access my account but before i could make a payment it crashed. Now a further three attempts and after inputting my (correct!)user name and pressing continue each time it doesn't take me through to the pin code request section. Sort this blip out soon. It can'tbe only me having problems. I don't have time to waste like this and No! I do not want to add the app to my phone !”
“To my horror, I've just received my 'Auto-Renewal' Car Insurance from M&S. I quickly checked on a comparison site and found I could get the same cover with another Defacto 5 star high-profile provider for over £200 less (40% Saving)!
It's just taken me 15 mins to cancel the 'Auto-Renewal' with M&S, as naturally I was deemed to be a low priority on their telephone menu system.
Loyalty to existing customers is no longer an M&S value seemingly!”
“Not happy as they
could not give me cover on my medical history when I updated info. My age did not help but was not aware of this in the first instance.”
“Called with a sole change of address, the agent didn't seem to know what to do but after 10 mins of back and forth I decided to hang up pay the card off and stop using this card. I've never experienced banking service quite as poor as this.”
“Absolute dreadful customer service. Rang regarding query on my credit card. I could not understand the agent at the other end of the phone who was most rude. Decided not going to use card in the future. M&S if you want to keep your banking customers can I suggest you sort out your customer service asap”
“I don't like the new internet banking layout at all ..... previously it was so much more simple. So frustrating. Constant 'bad request' when trying to make a payment. Only way to make a payment is direct through my bank.
When my balance is paid off will get a new credit card account to replace M & S credit card”
“put a deposit on a holiday and used my credit card as had been told it was safer to use a credit card, not with M&S it isn’t! paid £960 deposit then noticed they had booked wrong flights, phoned m&s the very next day took forever to get through explaining the situation and asked them to NOT pay the remaining balance if the company who now had my card details came back for more as i was in dispute with them a day later the paid this company a further £3,600! after the girl on the phone said ‘ not to worry ‘ i’m now in debt for a holiday i never had and m&s have never contacted me once! oh and i asked for a copy of the conversations i had with them and have never received these either as the girl specifically told me the balance would not be paid to this scam of a company i bought flights from”
