“Dreadful service, telephone took more than 3 minutes to get through and was an incomprehensible conversation which seemed to be at the bottom of the ocean! To top it all I don’t have this Physical Pass which means I cannot access anything!”
“Returned item to M&S the refund was seemingly made to my M&S card but it has never been received. After speaking or trying to speak to someone in both the retail section and bank over 10 times I keep getting passed from pillar to post. Between calls being cut off, lies being told and unable to understand foreign accents I am going to close my card once this is hopefully sorted.”
“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.”
