Marks and Spencer refused refund with receipt!!

fwhorn

phil c

"We actively conduct market research to influence business practises"
When a company does market reserch do you think that everything they find is released to customers and staff? I know they don't.


When you say you are giving an opinion then why refer to it as we?

"I'm not saying that they are always right"
So what you are saying now is that they could be wrong, and you might not have done the same as the advisor.

"stores will shortly become far more consistant"
So this new whats behind the label scheme which is so well known as not been fully roled out and your staff are not fully trained. I bet your fellow workers will not be happy with you response.

"Pass on responses- and what would that acheive? we would identify to train more? - already doing that"
So what are you saying, that you are beyond that and M+S hasn't the need to listen to forums like these? Do you know that market researchers do look at these posts to get a feel what is going on out there. I think the real reason you won't pass this on, is that M+S will not like your responses and you should of told someone more qualified than yourself to answer their critics.

cpu

phil_c wrote:

I would not pass this on because, quite franky, I wouldn't even waste my time on this. It appears that if a person does not get their own way then all hell break out and they are blind when it comes to looking at it from the perspective of the business.

What a foolish comment. I have tried very hard to come up with a reason as to just why a disgruntled customer would care for a split second about the perspective the business may hold. Needless to say I couldn't. It's in a company's best interests to have happy (therefore returning) customers, there is nothing particularly beneficial for a customer to be concerned about company perspective, especially whilst feeling aggrieved by said company.

I also do not think that we need to be too concerened with the views of a few jumped up people on a chat forum.

How dare you. I wonder how your superiors would feel if they read of your comments? You are after all (their) customer service advisor. You may not be commenting on this thread in an official capacity, but you have linked to your employment and employers in your posts and made frequent use of the term 'we' as opposed to 'I'. I wonder if they would be happy to have their reputation and name being associated with your interesting comments?

Your arrogance has simply emphasised the belief that M&S are concerned only with profit now. Quality and fine customer service are sadly a thing of the past.

Btw, I've taken a copy of this thread and will likely forward it to the relevent person at M&S for comment. I'd be interested to see if they share your views.

mrcow

Contains_Mild_Peril wrote:

Nowadays, their returns policy is bog-standard, as is the quality of much of their merchandise.

I've been out shopping today and was just thinking about this thread as I was leaving Bluewater.

I am having a baby in a month and also have two other children......I had lots of shopping to do today. A few years ago, I would have bought practically everything in M&S (babywear, shoes, outdoor wear inc coats, new blankets, childrens clothes, a few presents for Christmas).......reason being because my confidence in their produce and service has always been 100%.

I must day that today (without even thinking about it really) I walked straight through M&S (I always park there) and chose to spend my money in Clarks, Mothercare, Next, Boots & Adams. I didn't actually realise until I was leaving the centre.

Usually I would have bought ALL of my Christmas presents from Marks. It used to be a standing joke in my family that everything I ever bought was from M&S. I loved that store! All my business suits were from there, even my furniture is from M&S. This year, I've bought some of their chocolates and a box of biscuits and that's it, and my Christmas shopping is all but complete.

I wonder how may others are like me? Having been such a loyal (and high spending!) customer of Marks practically all my adult life, I've had a really radical change of loyalty. I've lost confidence, and they've lost hundreds of pounds per year from just me alone!

fwhorn

hammy_the_hammer wrote:

could you sustain a financially succesful business if you operated a no quibble money-back guarantee on used products up to two or three months old ?

Hi Hammy,

COSTCO DOES, if you do join the buttery scones are to die for. Not allowed them now though.

needmoney

I used to buy loads from them too but my last few purchases have been such a disappointment i'll be giving them amiss in future.
The per una top , some underwear not really quality at all and a new pair of slipper mules which I had on last night strangely kept my feet colder.

mrcow

I also do not think that we need to be too concerened with the views of a few jumped up people on a chat forum.

Was that an actual quote from phil c? :eek::eek::eek::eek:

And he admits that he works for M&S?

I am disgusted!

Which store do you work for Phil?

looby75

Hmm I notice phil_c's post has disappeared. (saw it this morning around post #120, but didn't bother to reply because there was a strong smell of BS around it LOL)

Wonder why

cpu

ALL Phil's posts on this thread have disappeared. Looks like his common sense kicked in at long last. Shame he couldn't have utilised that good common sense much, much earlier..... before he chose to become downright insulting.

looby75

maybe he was telling the truth when he said he worked for M&S and is now a little bit worried about the delusions of grandeur LOL

Poppy9

I took my DD school shoes back to Clarks at the beginning of November. I bought them on 8th August but she didn't start wearing them till 6th September. The heels were completely worn down, the sole was coming off around the outside (there was a sort of rubber rim around them). Considering I had paid £40 I expected better quality. They exchanged them no fuss at all.:T