M&S tops Which? survey for online customer service

Marks and Spencer has topped a poll for online customer support with an “impressive” satisfaction rate of 86 per cent.

It came joint-first with DIY chain Screwfix in a survey of over 5000 people.

Consumer group Which? praised the supermarket’s customer service line, which is open all week for 12 hours a day.

By contrast, retailers including Debenhams, JD Sports and Carphone Warehouse plunged to the bottom of the rankings.

READ MORE: M&S food on the up while international sales dip

One JD Sports customer said they were unable to contact anyone at the shop when their trainers failed to arrive.

“I tried a few times but it felt futile, so I just gave up and lost the £60,” they said.

Three in 10 Carphone Warehouse shoppers said the mobile phone business did not believe their issue was genuine.

Around 30 per cent of respondents claimed they had problems with a retailer after complaining about missing or delayed deliveries.

One in five struggled to return unwanted or faulty products.

More than half believed online shops used Covid-19 as an excuse for poor customer service.

“The pandemic saw some of the best and worst of customer service,” Which? consumer rights expert Adam French said.

“But with online shopping now becoming the norm, we should get the same level of customer service when shopping online as when shopping in a store.

“When it comes to spending our hard-earned cash online it is essential we know which retailers we can trust to put right anything that goes wrong.”

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