Marks and Spencer Quality

amyb_2

Went into M&S to buy myself some tea, and decided to treat myself to some flowers. Settled on 2 bunches of roses (yellow and pink – looks better than it sounds) each bunch is £2.99 with 50% extra free. Bargain.

Anyway I get to the checkout and the cashier points out one of the bunches has a snapped head – she calls a supervisor who goes to look for another bunch. He comes back to tell me that there are no more and then takes the bunch and walks off. I called after him because I still wanted the flowers…

Me: You can leave the flowers – I still want to buy them.
Blokey: I can’t give you a discount…
Me: That’s fine – I still want them.
Blokey: No. I can’t sell them to you – it’s our policy.
Me: Er? Why not? What policy?
Blokey: Its part of our customer service policy. We don’t sell damaged stock.
Me: That doesn’t worry me I would still like the flowers.
Blokey: I’m sorry Madam I am not allowed to sell them you. The reason is because. It lowers our quality levels – and disappoints our customers.
Me: I’m disappointed now though. It’s not a major quality issue as I personally didn’t notice.
Blokey: If you’d have noticed when you got home you could have returned them for a refund – That’s why we don’t sell damaged stock.
Me: I don’t want to bring them back.
Blokey But you could…
Me: Is that what you are worried about? In that case you can write on my receipt non refundable. Would that do?
Blokey: I cannot sell them.

And with that he walks off.

I did tell the cashier to ‘stick’ the other bunch but on my way out decided I really did want them as it was too late to get anymore so spoke to the Manager. He relented and let me buy the flowers at full price (so kind!) but again explained that the reason they don’t sell damaged stock is because Marks and Spencer prides themselves on quality and selling anything of lower quality disappoints the customers.

I still think this is a stupid rule. Surely refusing to sell me something I want is going to disappoint me more???? I also ended up looking like a tit in front of everyone else at the checkouts so am not amused.

rogue_element

That does seem a little stupid. If there isn't another alternative, we would normally let you have the flowers if you're happy...

Stephen_Leak

Whilst I applaud them for their quality policy, I suggest that they might have over-compensated a little bit at the expense of their service policy.

rogue_element

Yeah, Mary Gober would not be impressed with him starting his response with "I can't"

maniac886

rogue_element wrote: »

Yeah, Mary Gober would not be impressed with him starting his response with "I can't"

God Mary Gober drove me nuts when I had to go to the M&S training. The acting on stage was far too cheesy!

'Remember keep in the black and outta the red.'

Those were the days!

Back to the original post, I have a feeling that the guy may have wanted those flowers on the cheap, as once an item is damaged then they can reduce the flowers and sell them to staff at a quater of the full price!

moonrakerz

It is M & S policy not to discount anything - it doesn't fit the image !

However the 'damaged' flowers should have been thrown in the skip - so the store, with just a scrap of common sense, could have just given them to you !

Cost to M & S, zero; plus one happy customer !

ti1980

Amyb, I understand your frustration but I also understand where the manager is coming from. It just seems as if you're damned if you do and damned if you don't in a situation like this.

I bought some of those roses for my flatmate. She loves flowers, I'm not a fan personally but I thought it was a good price (especially after discount).
Often when I'm on a till and someone is buying the roses, they often comment on how long they last so I will actually get to see for myself.

It has been so long since Mary Gober, that was a great day of travelling and listening to what she had to say.:rolleyes:
Managers are the worst for not following Mary Gober as in 'I can't.'

amyb_2

It just seems a lot of fannying around when i got the flowers in the end anyway.

Would recomend them they are lovely flowers and last for ages...

isayoldchap

moonrakerz wrote: »

It is M & S policy not to discount anything - it doesn't fit the image !

However the 'damaged' flowers should have been thrown in the skip - so the store, with just a scrap of common sense, could have just given them to you !

Cost to M & S, zero; plus one happy customer !

Common sense and discretion?Never!!
You are now doing someone out of a job at Customer Service.

aj3001

It is reasons like this that other industrys hate M&S, if you work for them, producing stock, they will not allow you to work for anyone else!

moonrakerz

isayoldchap wrote: »

Common sense and discretion?Never!!
You are now doing someone out of a job at Customer Service.

My daughter is a manager for M & S, she would have given you the flowers.

Seriously - if you think shop staff can be a bit awkward, you should try some of the customers !