Marks & Spencers - a Disgrace

POPPYOSCAR

peachyprice wrote: »

Can you please answer my question OP.

Was the review left by this person on behalf of M&S or was he reviewing in a personal capacity?

I understood from the OP posts that he traced the reviewer and then found out who he was, so posting as an individual I would say.

As he had never been a customer of the OP I would have thought he would have been able to rebut the review quite easily.

Takeaway_Addict

mk01 wrote: »

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?

Come on, whilst I know he represents M&S its clearly not them as a company being an idiot.

Drop the guy in it through their customer services email by writing a polite but stern letter requesting action be taken.

peachyprice

POPPYOSCAR wrote: »

I understood from the OP posts that he traced the reviewer and then found out who he was, so posting as an individual I would say.

As he had never been a customer of the OP I would have thought he would have been able to rebut the review quite easily.

I don't see how he can involve M&S then, they are not responsible for the actions of their employees outside of work, or what he expects M&S to do for him.

meer53

How do you know this person actually works for m & s ? They could be making their job title up, especially if your wife's accident is common knowledge and they want to wind you up even more. It's very strange that M & S don't want to be involved, where i work, it's frowned upon by management to mention where i work on FB, i certainly wouldnt mention my job title anywhere on there.

hollydays

http://html5.pagesuite-professional.co.uk/default.aspx?pubname=Marks%20and%20Spencers%20Employee%20Handbook&pubid=8be97423-7074-4e31-9e3a-79b3013f22b6

Marks and spencers code of conduct-
Misconduct/ gross misconduct
Page 40 onwards

mk01

Thanks for the comments all.

- No, the review was not in an official capacity

- It mentioned he worked for them on his Facebook Page, Job Title 'Health and Safety Officer', and M&S confirmed this

Regardless, his review was in response to my complaint (IMO). Clearly he was acting by himself but it was based on internal company information that he had knowledge of. Just imagine you made a complaint and then somebody that worked for the company posted information about it/you or made a comment about you on Social Media. It's a breach of Data Protection (possibly) and overall is just a poor way for a company and employee to act. What's even worse is that they are trying to wash their hands with it.

Anyhow, poor company, poor service. No real surprise they are closing stores and losing market share.

flourpower1

Mk01 I know you received a reply from the executive office but did you write to the ceo if you didn't then it might be worth writing to him.

The twitter suggestion sounds good, in there put what you have told us about the incident, the negative review, who by and that he is not and never has been a customer. Also add this to your business reviews.

M&S head office will be interested in this because he is a senior employee based at the store in question and it is bad publicity for them.

hollydays

mk01 wrote: »

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.

It would be interesting to see how this is resolved.

It seems to be a classic example of how far marks and spencer( of Exeter, exebridge) have fallen.

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?

We would be interested in how this is investigated.

Marks and spencer, simply food, Exeter , exebridge, shame on you.

My cynical side thinks this perhaps isn't the first management problem , / health and safety problem this store has had.
It sounds like he's 1 step away from
Dismissal

lincroft1710

hollydays wrote: »

http://html5.pagesuite-professional.co.uk/default.aspx?pubname=Marks%20and%20Spencers%20Employee%20Handbook&pubid=8be97423-7074-4e31-9e3a-79b3013f22b6

Marks and spencers code of conduct-
Misconduct/ gross misconduct
Page 40 onwards

Clearly by his stated connection to his employment, the reviewer is guilty of misconduct and should be at least disciplined.

But this brings me back to my previous post, the actions of this M & S employee seem completely irrational.

Bogalot

hollydays wrote: »

We would be interested in how this is investigated.

Marks and spencer, simply food, Exeter , exebridge, shame on you.

My cynical side thinks this perhaps isn't the first management problem , / health and safety problem this store has had.
It sounds like he's 1 step away from
Dismissal

Assuming it's true.

I don't have an opinion either way but I wouldn't be making such sweeping judgments without some kind of evidence.