I ordered some food for a buffet and M&S took the payment twice, I was told I couldn’t get a refund despite it being there error and I could try asking in store when I picked up the delivery!! The telecoms they use is based in Africa and they have no concept of English language let alone customer service skills. I was told there had been a system or internet problem which took my payment twice and it took 4 phone calls which totalled an hour and a half of wait time being put on hold continuously, one time on hold for 10 mins and being cut off, told by a manager to email her which I did and she would call back in 20 minutes to resolve and she never called back, so had to call again to find out she’d gone home. During the final call it was resolved and the additional payment will be refunded but I don't understand why it took so much time and effort from my side to resolve. Won't be using M&S again.