Online retail gone wrong

A few years ago, I complained to M & S because the same top, same size, but in a different colour, was most definitely not the same size as the previous one. I was told that different colours of the same garment are often made in different factories, hence the difference. If they know that, you might think that they’d change the system, but, obviously not.

Quizzer
I am a frequent M&S online shopper , I find it easy to browse, order , collect & even return .
I have ordered clothes & furnishings cushions, lampshades etc all have arrived fine ,no issues at all with sizing . Well apart from trouser’s previously ordered in the same style coming up differently.
That apart , I think I will be continuing online ,especially as our huge 3 storey city centre store sadly closed its doors for the last time just yesterday .
And before a deluge of responses regarding online shopping re the demise of retail outlets , I am sure that online shopping does have a lot to contribute to this .
However the state of the City centres & high streets have a lot more to do with it , run down empty shops more coffee shops & eateries , than retail why would I go into a town / centre that doesn’t offer retail .

I haven't had problems with M and S online ( so far) but I do feel disappointed with the drop in standards generally. I worked for M and S years ago and standards then were incredibly high.

Shelves that aren't filled in the food department ( especially the special offers) clothes that aren't worth the money. Today I have put two bunches of daffodils in the bin that never bloomed in the vases. The staff, I would have to say, are excellent.

I shop online with M&S and haven’t had a problem with returns so far but what irritates me is the packaging.
Why don’t they put the delivery address label on the other side of the bags then when it’s re sealed it would be covered over?

Callistemon21

Oh, I was just going to go and try to do an online M&S shop ....

Boots online is terrible too!

Boots is without doubt the worst website ever. I think M & S have started sizing their clothing to be larger than the label size thinking it will appease customers unfortunately. They sell trousers in a standard length that will fit a giant these days. The website is very poor. I agree

I do find the sizing a bit hit or miss. The leg length at least for jeans is a nystery. I used to be a short, now tgey are at half mast so have to go medium and take them up 2 cms. No issues with click and collect or returns at Food Hall. Machine scans the label from the original parcel, prints out a label, stick it on parcel, put into parcel container and that's it. What annoys me is the length of time it takes to get refunded.

I'm 5'7" with long legs. Always needed a Size 10 Long in M&S trousers - now I'm just a Medium length. Presumably taller women will now be able to buy trousers in M&S. Otherwise, I agree that M&S sizings are all over the place.

I agree the Boots website is simply awful. It hasn’t been updated for many, many years. The most infuriating thing about the website is when your basket is inexplicably emptied because you haven’t nurtured it for a day. I want to add items over several days as I think of them and I accept that it’s possible items may go out of stock in the interim. Then I don’t always remember what was in the basket in the first place. 🤯

As grannysomerset mentioned above, I took have had to resort to buying Petite - although that is not consistent. I also think their quality has gone down. It's very sad really - it used to be such a great place to shop.

I don't generally have a problem ordering online.The very annoying thing is,my husband who has only ordered a few things from them,has been given the option of free delivery for a year for £20! I have ordered a lot over time but did not get the offer! It's fine if I want something at full price ,he orders for me.But if I get a sparks 15-20%off something I have to order and collect if I don't want to pay for delivery!! Very annoying!

I shop on line with Mark's all the time, click and collect. Don't have a problem to be fair. Easy to return in our store. Sorry you've had problems

I don’t buy much from M&S but a couple of days ago in an extravagant moment, I ordered a pink jeans jacket. I’d already decided I’d send it back but when it arrived today, it was even nicer than it looked on the website, the styling is great & it fitted me perfectly.
So it’s now hanging up in the wardrobe & I’m looking forward to wearing it.

Ordered online from M&S recently and parcel duly arrived. It contained 2 items and they were just rolled up one inside the other, looked like a bundle of rags, no attempt whatsoever to fold up either item.

I ordered an item from M &S which turned out to be too big and when I tried online to find out how to return it I failed. Eventually I phoned the customer service line and got an emailed code for return via the post office. I think the problem arose because no information was available in the original parcel about how to return the item.

I find M&S sizes very large so tend to stick to dresses and tops in a size I know/hope will be ok rather than trousers or skirts which need more exact sizing, which is not always consistent. I can only buy online of course as our local store closed some time ago and the nearest is miles away. I pick up from their local foodhall which isn’t exactly local but a pleasant excuse for a trip to a nice area and good shops. I returned an item just once which was hassle free. How I wish we had a local store again as I love to browse. Probably better for my finances if I don’t though!

As a mere male, I still don't understand why sizes are not in inches/cms. Surely there is no mistaking sizes even if made in different factories or countries.
When I pick up an item of male clothing the size is in inches (or cm) and I don't have a problem whether it fits or not. Even when the shirt says XL or XXL there is now the size in inches too.

For the OP, lots of other commenters pointed out that returning items is quite simple, others that M&S size issues are frequently these days mirrored by other retailers.

For both the size issues, and the glitches you've spotted with their online system, you should know that moaning on this forum, or F'book, whatever, is pointless!

Either contact their support (management IF you can) via email -- perhaps claim some compensation for your wasted time?! Virgin Media tell me my a/c has been credited! -- OR send them a proper old-fashioned letter, addressed to their MD and marked as a complaint. That way you have some chance of doing some good, and getting the problem(s) listed as such for attention?!

I won't buy clothes in M & S any more, either in store or online. The last item I bought a nice (I thought) cotton jumper, I didn't try it on for ages, well we all know what size we are in M & S don't we? ....wrong! Although it fitted ok the neck was extremely tight, I feel like I am being strangled! I am going to wash it again and give it a good yank while its wet, it might help. If not its going on eBay.

I will only buy clothes from any co. where I’m familiar with their sizing, and returns are easy and free. I’ve been known to order 2 sizes when unsure, and return the other.

SeaSalt and M&S both fine for me, but I do take a bigger size in any tops from SeaSalt. Trousers the same - it’s odd because I’m far from generously endowed. Can’t do with remotely tight tops, though.

Re deliveries, the other day I ordered from both Wool Warehouse and Totally Buttons - both arrived yesterday, less than 48 hours later! Both via Royal Mail.

M&S sizing has gone rogue I used to buy a lot there, not any more.

3 pairs of same trousers , 2 fit well 3rd awful fit

They only do crew neck T shirts now I like a lower neck but not available .

Daughter says their pyjama tops are always too short

I think their marketing has gone to the dogs!

I have frequently used M&S online and had no problems but last week bought two pairs of sandals from another online retailer, who I have used before with no problems, but this time I needed to contact them.
The two pairs arrived earlier than expected in boxes marked size six but one pair was a size four! I needed to explain the reason for return but there was no phone contact, only a number that was unobtainable. I tried the online chat line but having explained the situation the online chat did not understand I just wanted a size 6, obviously only programmed for set queries. I spent the morning looking for ways to contact them. I tried an email but that wouldn't send. The only thing left was to return.
I had to pay for the return label and stuck a note on the shoe box to be returned with an explanation and asking for a size 6 to be checked and sent with no added cost!
I later found that I could have made contact via Twitter, Facebook or Instagram, none of which I am on and never will be. Such frustration. I await the outcome.

online shopping should be an Option - Not Compulsory - that is Digital Tyranny

GrannyGravy13

I use M & S online frequently, click and collect at local Food Hall.

I know my size, DH’s and that of the GC who I buy for, so far never had a problem.

Me too.
If something is wrong, it’s easy to return via the same local food hall where I picked it up from. You just put it back into the bag it arrived in and seal it.
I’ve never had any problems.