M&S hit by online delivery problems

BELEAGUERED retailer Marks & Spencer has been hit by online delivery problems in the key pre-Christmas period in a fresh blow to its recovery plans.

The issues mean customers are not able to make in-store click-and-collect orders for the next day, while deliveries to home addresses, normally taking three to five days, are taking up to 10 days.

The latest delays were caused by problems at the retailer’s distribution centre in Castle Donington, Leicestershire - opened in May last year - according to the Guardian. M&S said there were “always going to be challenges” at the “relatively new distribution centre”.

It said a four-day period that included “Black Friday” and “Cyber Monday” had proved very popular and prompted it to extend delivery times.

A number of customers used M&S’s Facebook page to complain, with one directly addressing chief executive Marc Bolland over a Christmas bauble order.

She said she was £100 out of pocket after taking time off work to await the delivery which was delayed by 48 hours despite her having paid extra for a specified date.

“I’m forced to air my feelings as I am a lifelong M&S shopper. I would normally spend upwards of £500 over the Christmas period on presents, decorations, food and other things.

“I think I’m off to Aldi now on my day off. They don’t do delivery, but neither do you!”

A spokesman said: “The vast majority of orders are delivered on time. If we do miss a delivery date, we will do all we can to rectify it for the customer.”

M&S has been struggling to turn around its fortunes.