This is a complaints letter to Marks and Spencer that my parents have written. They wanted me, as I do some 'social media thingey' to publicise the terrible treatment they got when they recently bought an oven from the inept bunch of lollygaggers.
Complaints Department Manager
Marks and Spencer
Aspinal House, Aspinal Way,
Horwich, Bolton, BL6 6QQ 23rd November 09
Dear Sir/Madam,
I placed an order for a double oven from your website on Wednesday 11 November, I choose Marks and Spencer, because of the service I assumed I would get. How could I be so wrong!
The order arrived on Friday 13th November, as requested. On examining the appliance we found that it needed to be hardwired, something that was not made clear on your website.
We rang you on Friday evening, explained the problem, and was told by the gentleman that we spoke to, that the order would be cancelled , collection arranged for Monday 16th Nov., but we had to pay for collection £99,99, we were not happy, but agreed.
We were told collection could take place between 7.00am and 7pm, so I waited in ALL day, no collection.
We rang Monday evening, could get no sense from the person who answered the phone, so was transferred to David Ingram. We were told that our money had not been refunded and no collection request had been actioned. Of course we were not happy.
Mr Ingram, said he would sort out the problem, and would ring back, the next day, he duly rang, said our money had been refunded, plus £50 of the collection fee, and that we would have collection on Friday 20th Nov. He would ring and let us know on Thursday afternoon, which delivery slot we would be given. I waited in all Thursday afternoon, no phone call, so at around 5.00pm decided to ring and speak to someone. I spoke to a lady called Jackie. Who said she had seen the paper work, but no collection had been arranged for Friday.
She was very understanding and could understand, why I was so livid, she said she would arrange for the collection on Saturday 21st Nov. I told her I was considering charging you storage fees, as the cooker had now been sitting in my conservatory for a week.
My husband could not believe that we had been let down again, and rang and asked to speak to Mr Ingram. He said that collection had been arranged for Friday, but he would double check. He rang back, said very sorry, but what we had been told was correct. Someone had not followed the collection procedure through. By this time, we were utterly fed up, and threaten to put the offending item in garden, so that they could collect it at their convenience. He assured us collection would be made on Saturday 21st Nov. And he would ring us and let us know when. He also deducted the rest of the collection fee.
Thankfully it was duly collected 1.00p.m on Saturday.
My reason for writing this letter, something, I have never had to do before, is to ask you to explain, why a simple thing like the collection of this appliance went so wrong, and why we were treated like this. I lost a days earnings on the Monday, waiting in all day, and several hours earnings on the Thursday afternoon, waiting for the phone call.
All this might seem trivial to yourself, but it has driven us crazy, we had an expensive item, just sitting in our conservatory, we felt that we did all the right things, but were totally mislead by your staff and company.
We feel that you as a company have really let us down, and least expect a written explanation and apology from such a well known company.