M&s!

Meepster

gwen80 wrote: »

I see what you're saying and agree to some extent. However, it is entirely forseeable that you might encounter an issue when you did not expect it. For instance, you get mischarged at the till. Maybe the store can't track which employee served you? Never mind, you're out of pocket.

Apart from the fact the receipt you receive will either have the name of the staff member who served you, or state which till it went through on and the time and date, which can then be used to find out which colleague served you. Also, if you leave the store and then notice you got the wrong change, the chances of you getting it back are slim anyhow...

You're fighting a losing battle here. Move on...

mrcow

I strongly advise that you copy your post and paste it in an email to Marks and Spencers.

Despite all their clamp-downs etc. As a company, they absolutely do realise that their business is built on the loyalty of customers such as yourself.

You've already typed it up, so just give it another go. If they are seriously going to be so argumentative about a simple voucher that they sent through to you in the first place then it really does beggar belief.

PS> Did they not offer you an exchange? Or would that not have sufficed?

cheapscate

having read the thread I am in agreement with you Gwen, the level of customer service that you got was terrible - perhaps you could contact the store and ask to speak to the manager - surely he will take this seriously as it is more than just a £5 voucher , it is about the retention of a long term customer. If he does not listen then I think the only way to deal with this is to start shopping elsewhere! As for the confrontational/accusational replies you have had on here, frankly I'm not surprised - there appear to be a group of individuals who seem to take pleasure in taking an opposite point of view regardless of the situation and seem intent upon blaming the original poster for all the problems they have encountered (plus someone who always posts just to tell you to 'get over it' even though that type of comment is usually a waste of space!) All in all this board is not the most friendly or helpful and I imagine that many new posters would be terrified of starting a thread on here.

gwen80

mwilletts wrote: »

Apart from the fact the receipt you receive will either have the name of the staff member who served you, or state which till it went through on and the time and date, which can then be used to find out which colleague served you. Also, if you leave the store and then notice you got the wrong change, the chances of you getting it back are slim anyhow...

You're fighting a losing battle here. Move on...

The details aren't really relevant, but my point was that there will always be times when you don't/can't foresee an issue, but it arises. Members of staff 'represent' their company, therefore they should be well informed about issues/promotions/events. If the level of service you receive from one of them is not of the standard you would expect from a company, the company is ultimately responsible. Whether I have a name or not, M&S is responsible for the level of service I received.

You're right, I am fighting a losing battle. Am I on MSE?? Maybe it's the board, but it seems to attract a set of posters intent on being antagonistic regardless of their level of knowledge/ignorance about the topic and the circumstances posted.

gwen80

mrcow wrote: »

I strongly advise that you copy your post and paste it in an email to Marks and Spencers.

Despite all their clamp-downs etc. As a company, they absolutely do realise that their business is built on the loyalty of customers such as yourself.

You've already typed it up, so just give it another go. If they are seriously going to be so argumentative about a simple voucher that they sent through to you in the first place then it really does beggar belief.

PS> Did they not offer you an exchange? Or would that not have sufficed?

Thankyou mrcow. I intend to do this this afternoon. I'll let you know of the outcome.

No, they did not offer me an exchange and it would have sufficed. I would have been happy to get a 10 pound (or whatever they are) bale of towels or some mugs, of course paying the rest myself. That would have been fine.

hollydays

A member of staff gave you some incorrect information.You seem quite able to stand up for yourself,couldn't you have asked to speak to a Manager? I think that m & s probably lost a lot of their very best staff during the squeeze on them over the last few years.Staff sometimes have to be challenged,they don't know everything,probably part timers with no real interest in their work,or have bad Managers themselves.

It's storm in a D-cup..

Poppy9

hollydays wrote: »

/probably part timers with no real interest in their work,..

Hey, don't malign part timers.:p I'm a PT worker and I take as much pride in my work as a full time employee, if not more.

gwen80

hollydays wrote: »

A member of staff gave you some incorrect information.You seem quite able to stand up for yourself,couldn't you have asked to speak to a Manager? I think that m & s probably lost a lot of their very best staff during the squeeze on them over the last few years.Staff sometimes have to be challenged,they don't know everything,/probably part timers with no real interest in their work,or have bad Managers themselves.

It'a storm in a D-cup..

Hi

To be honest, when I was in the store, it went out of my head. I was shocked. I've only ever received excellent customer service at M&S, so it took me aback. I left shocked and exasperated and didn't really want to cause a scene.

I called up the Customer Service department at the store the next day. I'd have thought that staff in that department would be fairly senior, but maybe I'm wrong. She was very unhelpful.

kazzah

why don't you take it back to another store and say it was a gift and you don't have the original receipt and they will put the £5 onto a refund card?
it's what I would have done

gwen80

kazzah wrote: »

why don't you take it back to another store and say it was a gift and you don't have the original receipt and they will put the £5 onto a refund card?
it's what I would have done

I've already returned the items unfortunately. I wasn't expecting there to be a problem, so I just took my receipt along and returned them.