Marks & Spencers - a Disgrace

mk01

Hello All,

First post. So very angry and lurked here for a while so thought I'd post.

A few months ago my wife fell over some warehouse racking which was on the shopfloor of an M&S store, injuring herself and requiring stitches. I complained (and pointed out straight away that we were NOT after any payout, but an apology and a promise that the shop floor would be better managed). Anyhow, they fobbed us off, pretty much said it never occurred and that was it. I was furious but there wasn't anything else I could do so I left it. Sucks, but that's life I suppose.

Anyhow, a couple of days ago the business I run received a poor review on it's Facebook page. That was surprising because the page only has a couple of likes and is barely used so I took a look at the profile of the person who left the review and I was stunned to find that their job title was HEALTH AND SAFETY MANAGER, MARKS & SPENCER! I checked their details with my customer database and I've never served or had any dealings them so clearly it's in retaliation to my complaint.

I'm furious, it feels like M&S are trying to punish me for making a complaint! I contacted them this week and they washed their hands of it straight away, saying it has nothing to do with them. I feel so angry, yet again they are walking all over us but I don't know what I can do.

Any advice?

metrobus

If you have proof that it is from him and he has never had dealings with you take it to a higher level in M&S.
Contact higher management,directors,etc and be relentless and a complete pain in the backside.
Make sure you have screen shots of your proof,facebook profiles,etc.

https://corporate.marksandspencer.com/contact/customers

https://corporate.marksandspencer.com/aboutus/our-leadership-team

Faith177

Be the bigger person ignore it and move on?

What is the name of your company is it something that could get mistaken for some other company? I don't know like your A+ Building but there is also an A Plus Building?

spadoosh

What was the review and how difficult would it be to prove that theyre not a customer and or the review isnt in relation to any product/service offered. You can report fake reviews to facebook.

Probably coudlve done a lot more with your wifes fall. Less you can do with hindsight though.

metrobus

Which Marks & Spencer store?

Name and Shame is the way to go.

mk01

Thanks for the comments all.

I could just move on, but I feel this is the second time they have acted poorly and I'm not prepared to just let them get away with it. The complaint was with their 'Executive Office' so I don't think there is any higher level to go to. It's the dismissive attitude which really gets me.

No chance it's a mistake by the guy, and I have a database with every customer ever served and he's not on it. He has links to the town the shop is in and clearly had some knowledge of the complaint.

They didn't even talk to the guy. It's like they know there isn't anything I can do and that's it. Well, I'm determined on this one, so I need to find the right course of action then pursue it.

mk01

metrobus wrote: »

Which Marks & Spencer store?

Name and Shame is the way to go.

Exeter Exebridges, Simply Food.

When they 'declined' my compaint about the accident their reasoning was because 'They had no CCTV in the area and no members of staff witnessed or heard anything'. That's despite the fact I dragged the Manager outside to see my wife covered in blood.

spadoosh

Post a letter to the M&S addressed to them and ask them to retract the review or you will be seeking recompense for libel. Ok its a bluff but it might work.

pimento

I wonder if your local paper would be interested in running the story of your wife's accident?

spadoosh

pimento wrote: »

I wonder if your local paper would be interested in running the story of your wife's accident?

Is there much point? Apparently a lack of evidence, guessing certain things which wouldve helped the situation wherent done (injured 'shouldve' remained in place until first aider arrived, then it recorded in the accident book. if neccessary photos etc of the offending item) and theres a good chance anyone reading will be thinking compo culture.

[Deleted User]

Didn't they put the incident in an accident book?