Vent - M&S Customer Services

Kaye1

Hermione_Granger wrote: »

What I find surprising is that after about a dozen replies, not one person has said anything along the lines of:
"Of course the sock has a hole in it. You'd not be able to get your foot in it otherwise"

I'm annoyed that I didn't think of it myself.........

Kaye1

daytona0 wrote: »

About where you live.... Unless in exceptional circumstances it is your decision to live in location Y and that just so happens to be 15/30 minutes out in the sticks. It is nobody's fault, but you have to accept that you are the one who wants to live 15/30 minutes away from a post office/shop and as such that is an inconvenience you will have to accept. If you don't want to travel to there then it will be you who is being inflexible.

We will have to agree to disagree. The whole of my county only has 1 branch of M&S.


And perhaps we should turn it on its head. Perhaps M&S should accept that the majority of people have to travel some distance to access one of their stores and act accordingly?



However, I maintain that the decision to 'live in the sticks is my decision,' is incorrect. Life isn't that easy. We wanted to move but massive life issues got in the way. But that isn't exceptional, that happens to lots of people and to say that it's my choice is too simplistic statement to boldly make unless you are fully aware of my life path.


And finally, I have 38 years understanding of living in rural areas. I don't mind. But the suggestion of the CS person to just 'drop it in store,' isn't sensible for me and actually, not sensible for a lot of people living in my area.


To be fair to him, as an individual person, he couldn't have known where I lived but as a company, M&S should have a grasp that geographically, not all customers can just 'drop it in.'

daytona0

Kaye1 wrote: »

We will have to agree to disagree. The whole of my county only has 1 branch of M&S.


And perhaps we should turn it on its head. Perhaps M&S should accept that the majority of people have to travel some distance to access one of their stores and act accordingly?

Yes, but the issue isn't specifically that M+S have stores scattered across the country! Looking at a map of M+S stores and yes, there are areas where access will be limited. It ironically may be the case that a 30 minute drive is convenient in comparison to some other locations!!

https://www.google.co.uk/maps/search/marks+and+spencer/@53.9433776,-3.6405837,6z

The point you also made was that you are not close enough to a post office! That is a flexible solution for M+S to offer customers who find themselves a bit out of the way.

https://www.google.co.uk/maps/search/post+office/@53.9433776,-3.6405837,6z/data=!3m1!4b1

However, I maintain that the decision to 'live in the sticks is my decision,' is incorrect. Life isn't that easy. We wanted to move but massive life issues got in the way. But that isn't exceptional, that happens to lots of people and to say that it's my choice is too simplistic statement to boldly make unless you are fully aware of my life path.

Life is as easy/hard as you want to make it. We are all born equal, and unless you get burdened down in exceptional circumstances (for example taking care of a family member, or get ill etc), then we are free to choose what we do in the future; ncluding moving house. What you are today is the sum of what you have been in the past and what you want to be in the future, and our decisions lead us to this point. I'm not trying to probe about your personal circumstances by the way!

That being said, my point is basically that at this time in your life you are in a rural area with children. You therefore accept a few things about that situation (school being a distance away? Relying on online purchasing? Being a distance away from shops/post offices?). So therefore you accept that you will need to travel a distance for any possible remedy, and as such it makes the whole "M+S are inflexible" point a bit moot because they offered alternatives (post office).

And finally, I have 38 years understanding of living in rural areas. I don't mind. But the suggestion of the CS person to just 'drop it in store,' isn't sensible for me and actually, not sensible for a lot of people living in my area.

Aye, maybe not (especially when you look at the first map above!). But asking to have it mailed back is a good alternative. One point to raise, but you could potentially claim back travel costs if the item falls under SOGA legislation! This could also have been a good thing to request on the phone, as it may lead to a refund of more than the value of the item and as such you may have gotten a small refund instead. You may not be entitled to that, though, because it is out of anyone's hands (not considering the 'where you live' point) as to where the post office was placed.