Glass/Plastic in M&S Food

mks6341

Hi

Recently found a piece of Glass in a Marks & Spencer Lasagne. Luckily I didn't swallow it or it could have been a trip to A & E.

Contacted M&S by emailing Customer Service who weren't really bothered, They told me they would send me a £15 voucher as a good will gesture, which made me mad as I'd spent £4.45 on postage sending the items to M&S + having to throw the Lasagne away, so I asked them for the Director of foods email address. They told me this was classified & not to be given out. However, I found out what it was & sent him an email.

This, I thought, had done the trick. I got a response from him the same day saying he'd passed it on to the Executive Office. They told me they'd been in touch with the supplier & had sent the sample to them which would be sent to an independent lab for analysis & they would review the gesture of £15.

Their response this week was to say the analysis had been done & it wasn't glass but Polycarbonate which is used for domestic kitchenware items like food mixers & water filters. Basically they were saying the Lasagne was fine until it entered our house, & no mention of reviewing the gesture. I was livid.

I started to search online &, hey presto, found another complaint on this forum where the complainant had said M&S told her the glass found in her child's meal was Domestic Pyrex. Someone else loosely accused of putting it in there herself. Maybe this is their stock answer?

Whilst I realise some people must try it on with companies like M&S my grievance was genuine. As a family we spend £1000's with M&S every year, including car & home insurance. They seemed to just dismiss me as some chancer.

My suggestion to anyone finding any foreign objects in their M&S food would be, don't bother going to M&S, just go straight to Environmental Health or publish it on a public forum. M&S really can't be bothered with complaints from Joe Public.

Until it hits them in the pocket they really are not interested.

Gavin83

What outcome did you want?

pmduk

More compo

Nearlyold

Their response this week was to say the analysis had been done & it wasn't glass but Polycarbonate which is used for domestic kitchenware items like food mixers & water filters. Basically they were saying the Lasagne was fine until it entered our house, & no mention of reviewing the gesture. I was livid.

What exactly made you livid? Was it the fact that it wasn't glass or was it that they wouldn't up their compo offer?

I started to search online &, hey presto, found another complaint on this forum where the complainant had said M&S told her the glass found in her child's meal was Domestic Pyrex. Someone else loosely accused of putting it in there herself. Maybe this is their stock answer?

Alternatively it could simply have been a piece of domestic pyrex.

LilElvis

Why did you mail it rather than take it back to store to the Customer Service desk in the Food Hall? If you spend £1.000s a year you must be a regular customer so that would have been both easier, cheaper and, as they would undoubtedly recognise you, the resolution would likely have been more generous. I got £10 just for a mouldy bulb of garlic.

ssparks2003

Great story, now do you want to tell us what your question is?

You was offered more money that your losses but you was greedy and it came back and bit you.

pmduk

The OP forgot to mention the children!

waamo

You say at the end that they are not interested unless hit in the pocket. Given even in these austerity times they have a multi million pound profit level they need a huge hit to even notice.

You need to launch a claim for at least £50k. Anything less and they will laugh at you. Don't mess about do it straight away.

DCFC79

mks6341 wrote: »

Hi

Recently found a piece of Glass in a Marks & Spencer Lasagne. Luckily I didn't swallow it or it could have been a trip to A & E.

Contacted M&S by emailing Customer Service who weren't really bothered, They told me they would send me a £15 voucher as a good will gesture, which made me mad as I'd spent £4.45 on postage sending the items to M&S + having to throw the Lasagne away, so I asked them for the Director of foods email address. They told me this was classified & not to be given out. However, I found out what it was & sent him an email.

This, I thought, had done the trick. I got a response from him the same day saying he'd passed it on to the Executive Office. They told me they'd been in touch with the supplier & had sent the sample to them which would be sent to an independent lab for analysis & they would review the gesture of £15.

Their response this week was to say the analysis had been done & it wasn't glass but Polycarbonate which is used for domestic kitchenware items like food mixers & water filters. Basically they were saying the Lasagne was fine until it entered our house, & no mention of reviewing the gesture. I was livid.

I started to search online &, hey presto, found another complaint on this forum where the complainant had said M&S told her the glass found in her child's meal was Domestic Pyrex. Someone else loosely accused of putting it in there herself. Maybe this is their stock answer?

Whilst I realise some people must try it on with companies like M&S my grievance was genuine. As a family we spend £1000's with M&S every year, including car & home insurance. They seemed to just dismiss me as some chancer.

My suggestion to anyone finding any foreign objects in their M&S food would be, don't bother going to M&S, just go straight to Environmental Health or publish it on a public forum. M&S really can't be bothered with complaints from Joe Public.

Until it hits them in the pocket they really are not interested.

What would you like or what were you looking for in terms of compensation ?

Since no1 was hurt I think you should bite the hand off and accept the £15.

You say the customer service werent bothered yet I bet they followed the rule book set out by the employer, what would you have liked the response to have been.

photome

It happened, no one got hurt.


how much compo are you looking for, £100, £1000.


what amount would stop you being livid?

reason2

I Used to work in head office for M&S on the foods side. By default any complaint of this nature results in a fine to the supplier, used to be £100 when i was there.

They genuinely do test what has been sent back and don't tend to shy away from the truth of what was found. So it probably was what they said it was.

How can you be sure it hasn't come from you?
I think £15 is sufficient as it covers your postage and cost of meal.

Since you didn't swallow anything and cant confirm the origin i'm not sure what else you would expect?

From a consumer rights point of view i see no relevant question.
From a money saving point of view i see no question.

so all i can assume is you want to join the club of any mild inconvenience must result in some form of exaggerated compensation which is a culture we really need to get away from