Marks & Sepncer complaint - how

Dalglish

Hi
I am complaining about shockingly poor customer service at a CAfe Revive in London last week but don't know who to write to.
The store manager was unavailable - I cannot locate the customer service address -can anyone pls help?
Many thanks
TJ

Butlers1982

looks like youll have to contact Mark and Spencers and ask them for some details

http://www.marksandspencer.com/gp/node/n/49446031?ie=UTF8&mnSBrand=core

JoJoB

What was the issue exactly? I work in M&S and revive is the hardest place to work - very very fast paced, hard work and often very short-staffed because of high turnover (staff can't take the pace and leave). The short-staffedness does lead to problems re customer service, not because of bad attitude usually but just because of not physically being able to do everything at once.

or were they just rude?

JoJoB

If you just ring the store and ask to be put through to the store manager it shouldn't be a problem. Or ring the store and ask for the name and address of who you should write to. 118118 will be able to put you through to the store you want.

flowermel

I work in M&S and revive is the hardest place to work -

Snap JoJoB
I work in there as well just getting ready to go.

If you have the reciept it should have the store address on the top

JoJoB

It is the most demoralising place to work re customer complaints too! If I am working in there and customers complain of slow service or something wrong, I do encourage them to make a complaint to management - because this does highlight the problem with being short-staffed.

However it is shocking the amount of complainants who don't have that much to complain about really. Utterly utterly demoralising when you have been rushing around like a mad thing for hours, doing your very best for the customers and someone complains about a table they've just sat at being dirty, when you are balancing 3 trays of crockery from other tables to take to the dishwasher and are literally just about to come back and wipe the table for them. Then, as you desperately try to waddle over fast enough with your pregnant belly aching and struggling to control rising heartburn they complain that you youngsters are getting slower and fatter these days, and that they wanted their coffee extra hot, this is just hot, can you take it back and make me another please? And the piped music is too loud, and your prices are too high.

Last week all this happened. I took the blokes receipt, went straight to the till, got his money back, put it on his table and suggested he use Cafe Nero in future as he was having such a terrible time. Then I hyperventilated in the store cupboard for 5 minutes. The next person to complain to this hard-working pregnant hormonal woman is going to be in for a shock!

Nile

Hello Dalglish

I'll move your thread to 'The (Consumer) Vent' board.

Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere(please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email [EMAIL="abuse@moneysavingexpert.com"]abuse@moneysavingexpert.com[/EMAIL].

Regards

Nile

bluejake

JoJoB wrote: »

It is the most demoralising place to work re customer complaints too! If I am working in there and customers complain of slow service or something wrong, I do encourage them to make a complaint to management - because this does highlight the problem with being short-staffed.

However it is shocking the amount of complainants who don't have that much to complain about really. Utterly utterly demoralising when you have been rushing around like a mad thing for hours, doing your very best for the customers and someone complains about a table they've just sat at being dirty, when you are balancing 3 trays of crockery from other tables to take to the dishwasher and are literally just about to come back and wipe the table for them. Then, as you desperately try to waddle over fast enough with your pregnant belly aching and struggling to control rising heartburn they complain that you youngsters are getting slower and fatter these days, and that they wanted their coffee extra hot, this is just hot, can you take it back and make me another please? And the piped music is too loud, and your prices are too high.

Last week all this happened. I took the blokes receipt, went straight to the till, got his money back, put it on his table and suggested he use Cafe Nero in future as he was having such a terrible time. Then I hyperventilated in the store cupboard for 5 minutes. The next person to complain to this hard-working pregnant hormonal woman is going to be in for a shock!

Unfortunately, this attitude is common when it comes to customer service in the UK. Is it really unreasonable to expect a place where you are paying to consume food to be clean and hygienic? Not saying it is personally your fault, but your attitude that it is somehow the customer who is wrong to expect a clean table in a restaurant every time he visits without having to ask, which pretty much sums up UK customer service. Unfortunately, over here the customer is seen as a nuisance rather than the fellow paying all the bills. Different elsewhere of course.

hollydays

Its not the staffs fault if they are understaffed.

JoJoB

bluejake wrote: »

Unfortunately, this attitude is common when it comes to customer service in the UK. Is it really unreasonable to expect a place where you are paying to consume food to be clean and hygienic? Not saying it is personally your fault, but your attitude that it is somehow the customer who is wrong to expect a clean table in a restaurant every time he visits without having to ask, which pretty much sums up UK customer service. Unfortunately, over here the customer is seen as a nuisance rather than the fellow paying all the bills. Different elsewhere of course.

No, the point is that this bloke was lurking at a table waiting for someone to leave (at the height of rush hour), then sat at the table as soon as they left and expected it to be clean as if by magic! He saw me carrying heavy trays to the dishwasher, I came back to clean his table and he complained that the table was dirty. He had just sat at the table and been there for 30 seconds! How fast am I supposed to do it? I was standing at his table with the cloth and spray and clearing it while he complained. I was really nonplussed by this - a customer comlaining about me not doing something when I was there doing it in front of him 30 sec after he sat down. My attitude was not that the customer shouldn't expect a clean table - I rush around making sure all the tables ARE clean, which is why I find his attitude unreasonable - complaining about something not being done when it WAS.

Customer service is high on the list of priorities at M&S, it is no.1 in fact. So when you are trying your best to be accommodating and someone just wants to take out crap on you for nothing it is very irritating.

JoJoB

I suppose it was ok for him to look at my pregnant stomach with a sneer though and have a go at me for being fat?