“The website is good and so are the prices but it's a shame they use Evri/Hermes for their deliveries.
Time and time again this delivery company has been voted worst busines in the UK but MandM still use them..... why ??? I suppose its down to price, I would much rather pay for delivery that have it free from this joke of a company.
I made an order on the 29th August for next day delivery, its been delayed time and time again by hermes/evri and despite multiple emails of reassurance from MandM customer services saying they will resend my items I have still not got anything
************* Edit: ***************
I have been in contact with you every day for almost 2 weeks now !!
Your customer services team keep saying they will be in touch but never are !!!
Hermes/Evri have my parcel, they havnt even attempted to deliver it, they sent me 2 texts saying delivery failed on both the 8th and 10th September , I have a full cctv system plus ring door bell, no one came to my house so this is a blatant lie, Evri/Hermes have always and always will be the most useless and deceitful delivery service and are a disgrace to their profesion.
Both you and Evri are virtually impossible to contact, you do have an email but that way you can decide when to reply, as for Evri the only contact for them is a automated bot that just tracks your parcel and that's it.
I have literally wasted whole days of my life just trying to find out where my t-shirts are , it's absolutely rediculous
If you want to actually make an attempt to make this right then here is my order number #51A63AH
I can tell you one thing though, I found all the same items on Amazon for less money and next day delivery, so after 22 years ordering from you I will now make it my life's passion to tell everyone I can to avoid MandM direct and Evri at all costs just down to the way I have been treated.”
“SCAM!! I returned the order using the label tehy sent and i paid for. emails querying refund not answered, when i called they advised i had to wait 2 weeks, after 2 weeks still no refund, i gave them the receipt, tracking, date, time, shop it was returned to, but they said goods got lost and they won’t refund or assist further. I can’t speak to manager as they won’t put me through (they said they will call back which - guess what, didn’t happen), and any response from customer service is now we won’t assist further.
My case is now with Cdrl and i’m seeking help from other organisations - but save yourself the trouble. Clothes arent that great either, that’s why i returned them.”
“SCAM! I returned goods over £200 and provided evidence of the return but they refused to refund, case is now with cdrl, save yourself trouble, shop elsewhere, I regret ever clicking in this site! Impossible to even speak to manager, managers avoid facing customers.”
“I have absolutely no words for what happened. I bought a pair of shoes from MandM Direct website, before ordering them i also called the customer service to ask personally informations about the return policy. The shoes arrived, unfortunately too small, so i sent them back. 2 months have passed, 2 phone calls, 3 e-mails, NOT A DAMN ANSWER.
DON'T CONSIDER BUYING FROM THIS CRIMINAL ORGANIZATION, THERE ARE MUCH BETTER OPTIONS ONLINE IF YOU KEEP LOOKING.
Shame on you, all of you, your business won't last long if you keep treating your clients this way.”
“I'm not happy with service usually I get good service but this time not your friends evri send my parcel to wrong address I got proof instead you guys sending to flat 2 Mill house you send to flat 2 barn house and my door colour white not purple and I went to there no one opening the door”
“Ordered some football boots on Tuesday as was meant to play on Saturday.As i was on the site i thought i'd order some cheap shin pads as well?Got an email this morning saying my order was dispatched.This afternoon i received another email saying they had sold out of the boots but pads would be delivered.I contacted them to cancel whole order before i left a negative review but they said that as my order had already been dispatched they couldn't cancel but i can send back (pointless as sending back will cost more than the pads).Although they are going to refund price of boots i've had to pay for pads i'm not going to use & delivery.Surly they should have contacted me before dispatching.I don't like leaving negative reviews & have always given m&m 5 star ratings before but feel robbed on this order.Lucky only wasted £9.”
“Worst customer service ever. They send the wrong size items. 2 different size shoe's, wrong size pants. But I have to pay return shipping. And struggle to get the refund. Very unhappy customer.”
“Ordered jeans with zip fly but received ones with button fly. Mistakes happen so I contacted them and they said post them back by registered post, forward receipt and they’ll refund the postage costs also. The jeans cost €95 and the return postage was €30.
I forwarded receipt as requested and told everything would be sorted in 3-5 working days. I received the €95 but not the €30 for postage. Following the best part of a month emailing them and they fobbing me off saying it failed on their end etc please allow a further 24-48hrs they eventually blocked my primary email address and all emails bounced back. I contacted them off a secondary email and via Facebook messenger and received back more of the same but still no refund!!!!
To summarise this company are fraudsters hiding behind a legitimate (looking) front. Avoid at all costs and choose to spend your money more wisely with a reputable company!!!!”
“Very bad experience. I bought a few hundred euros worth in my first order most of it was OK. 2 items were not. A pair of shoes and trousers. The shoes were 2 different size and the trousers were way to big I ordered a size 30 and was sent a size 34. I thought no big deal and sent an email to explain and ask for the correct size. In the email I said I wanted a size 32 trousers so I was told that I should have to pay for shipping. Anyway a few emails later I decided to just pay for returning the items and asked for a refund they are to hard to deal with. how hard can it be to treat people with respect.”
“I made an order of jeans, after 5 days I sent an Email asking for them because I did not have any update in the tracker and any new from the company or hermes. In that moment they told me my order was missed (if I don't ask they wouldn't say anything) and asked me if I wanted a refund or a new item. My answer was I wanted my jeans but they had to give me the refund of 4,99 because the delivery was not between 3 to 5 days. After that i had a refund for the delivery but also for the Item, so they just did what they wanted.
I call them and left a complain, so in that moment they told me I can make the order again and they will give me the refund for the delivery. They compleid with it.
Now I got my order and it was too small (which is weird because I have tried the same jeans, same size and same model in a store and fit perfectly) and I had to pay 2,99 for a return ticket (is weird, they have a delivery 2 pounds more expensive than if you want to send the same item in the other direction). And, if I want the jeans in another size, I have to make the order again and pay 4,99 extra (I will not do it again, I am going to buy something somewhere else).
I am just waiting for my refund and I hope the item will not get missed on its way, because this TV soap started almost two weeks ago and I don't want to be on it two weeks more. Also i have seen they have problems whith deliveries since long time ago and still using the same service.
PD: the 1 star is just because you solved the first situation”
“Terrible service. 80% of my order turned out to be unavailable, which I only discovered when I chased up the order. I was told you cannot rely on the website, what a way to run a business!! Truly awful company, I advise everyone to shop elsewhere!!”
“I have never had a problem with this company I think they are brilliant so far. I have used them for the last five years at least. But I am about to send back my first purchase that I am not happy with. Fingers crossed MandM don’t let me down..”
“They sold me trainers that slip down at the back whenever I walk (heel slippage). They have virtually no customer service. No phone staff. They expect customers who received faulty goods to pay return postage in direct violation of the Consumer Rights Act 2015. Avoid these charlatans like you would avoid dog dirt on the pavement.”
“This is an awful company to purchase from. DO NOT EVER SHOP HERE. Received boots that were way too small and “customer service” refused to accept whilst trying to provide “best customer service possible”. Avoid shopping here like the plague.”
“Bought Onfire Mens Straight Fit Jeans Rinse Wash. Not sure what these were coated in but they stank to high heaven! Washed three times in washing machine with white vinegar and bicarb of soda and even my machine smelled afterwards! Paid for returns label but was not included in package. Not fit for use, so taken up the tip without even wearing! This is not the first time I have had problems with MandM - wrongly labelled apparel, t-shirts that don't last 1 wash, boots that are two sizes bigger than stated and attitude from customer services. Never mind the cheap prices you will ultimately be disappointed by this rip-off tuppence company!! Shockingly poor!!”
“NO CUSTOMER CARE...NO RESPECT FOR CUSTOMERS
Mr. Evans CEO and Mr. Morris OPS DIR.,
I am genuinely staggered by the TOTAL lack of response, indifference, rudeness of both senior management and 'Customer Services' to all the notes below going back FIVE WEEKS.
You are the leadership team are you not representing the brand?
Over the coming weeks you will notice the reviews will reflect this appalling lack of customer care
.....
Original text = SENT TO
As I have failed to get a response from your customer services team to my last three emails – the first was sent 4 weeks ago - and as your customer services telephone lines are shut, I now see no other way than contacting you directly as the CEO of the company. To say I’m disappointed in the lack of communication is an understatement, and whilst I appreciate the pandemic has meant delays in responses, a four week delay is unacceptable.
I have now had an unusable pair of walking shoes for over a month, and as I purchased these from you, I expect you to take the lack of quality up with Berghaus. In the meantime, I am asking for either a refund or a replacement pair.
I trust you will be able to move matters along – the string of emails below explain the problem.
UPDATE 20 MAY 2021: now six weeks and still no response.”
“DO NOT USE THEIR SERVICE OR ORDER ONLINE! the hoodie I ordered didn't fit and I sent it 20 days ago and STILL didn't receive the refund! On my complaint they replied that I need to wait for 14 working days before they investigate that...which is out of mind, completely unacceptable! TERRIBLE customer service and the way they do the business!”
