Hi CAG users. This is my first post. I'd like to make everyone aware of my bad experience with M&S since they have been so unhelpful and unappologetic about their terrible service. I had ordered flowers from their website for my fiance. They were due to be delivered the night before our wedding. That night, 6 minutes before the deadline for delivery, I received a text from m&s confirming that the flowers had arrived. I later called my fiance to see if she liked the flowers. She hadn't received any. On the morning of my wedding I checked my email to get the order number so I could call to see what had gone wrong. I had also received an email confirming delivery. I called the helpline with my complaint. Their cutomer service woman told me the flowers had been delivered. I assured her they had definately not. She then put me on hold so she could look into it. When she came back she told me that the flowers had been delivered but the recipient had rejected them because of damage. I then informed her that the recipient was my wife to be and that she had not received any flowers damaged or otherwise. She then offered me a £10 discount as a gesture of good will if I wanted to reorder them but I would have to pay again as my refund would take 3 to 5 working days. No further explaination was given. Needless to say I declined. I was so mad that I immediately wrote a review of my experience on their website. They claim they invite customer feedback of how they found the service provided by m&s, both good and bad. They rejected my review without giving an exact reason. I have now received an email stating that the refund is for a billing error! To say I am outraged is an understatement. Now I've thought about it more it sounds a lot like an attempted fraud. If I had not checked that the flowers had arrived m&s would've taken my money for goods and services not supplied as advertised and I would have been none the wiser. The fact that they lied about what had happened is very worrying. I think this begs the question how many times has this happened to other people who have not checked if their flowers were delivered, and simply accepted that they must've been because of the text and email claiming they have. If you've ever used them I would ask you to check that they supplied the service they claimed to. I would urge anyone else not to use them as they cannot be trusted. I have received no appology from m&s. They have tried to cover this up but I have written to citezens advice and would ask if anyone has any suggestions as to what to do next. The offer of a refund does not make everything ok!

I've purchased a fridge from M&S in July 2011 and it packed in the other day. I called up M&S and they gave me the number for Hotpoint customer services who in turn sent out an engineer. I purchased an extra 5 year warranty plan when i bought the fridge. The engineer came out and has said that ants have got into the fridge and blown it. They now want to charge £100 for a call out as it's not covered under accidental damage and they also insist that i buy the required part from them. Shouldn't m&s be dealing with this as it's less than a year old?