M&S Foodhall — Local services in London

Today i had an awful experience because of fioana at the cashier. I had a one4all gift card and was unsure if I was able to use it so I went to go ask. Fiona was at the till, already when I got there she paid no mind to me I could see she was doing something on tills so I left her to it but she didn’t even acknowledge me as a customer or say “ I’ll be with you in a second” or sorry for the wait. When she was finished with whatever she was doing I proceeded to ask her about the gift card and before I could finish she said “ you would need to tell me how much is on there I don’t know”. I then responded, im not asking how much is on there, im asking if this gift card could be used. She then responded back and said I wouldn’t know you have to go and shop then I will be able to know. Which is very silly surely you would know what gift cards are accepted or you could ask. I then explained to her I don’t want to do all the shopping to then find out the gift card isn’t valid in the store and she repeated the same thing so I walked away. As I was walking away she said “ if you don’t want to hear what I have to say that’s not my problem”. I said pardon? After this, I responded back and began to ask for her name, she was walking away as I was talking to her and then I asked for her manager which she responded “ on the floor”. I am appalled that someone like that can be working in customer services. Baring in mind I was in there with my newborn baby. However, I was later attended by a lovely black lady on check out I believe from a Caribbean background who was very lovely...

Worst experience ever with Hackney staff! Unbelievably rude and liar! My friend bought a mattress online. The delivery didn’t arrive as scheduled, so they offered her to pick it up at the Hackney store. She went to the store THREE TIMES in three different days to pick it up, but apparently nobody at the store knew anything about the mattress. She showed the confirmation email to the staff and they kept giving appointments for a new date. At the last uncessessfull appointment we got very upset and asked to talk to the manager. The manager CONFIRMED OVER THE PHONE that the mattress would have arrived at home in a few days and that we would have had a FULL REFUND for the inconvenience. A few days later, when my friend went to the shop with the receipt, they DENEID THE REFUND and said there was a misunderstanding. I talked to a different manager over the phone who denied the refund again. When I said that the previous manager had offered a full refund over the phone she denied it. I asked her to hear the recorded phone call, as evidence, but she declined so. This horrible experience has caused lots of stress to my friends and of money loss as well (she had to sleep in a hotel for several nights!). I can’t believe a manager can decline what an another manager has previously offered! They are so rude and don’t know how to do their job! DO NOT BUY ANYTHING ONLINE TO THEIR WEBSITE AND DO NOT USE HACKEY STORE IF YOU DONT WANNA...

Since last week all the M&S stores across the country have experienced a cyber attack. This has inevitably caused utter and complete chaos with customers unable to use contactless cards and the click and collect service.

Since Tuesday 22 April, I have tried several times in vain to collect an online order at the Mare Street branch in Hackney. Today (24 April) I tried again and his time I spoke to the Store Manager, Chelsea, and the retail assistant, Atiqa. I told them of the importance of picking up my items. Chelsea and Atiqa explained that they were unable to track my package amongst the hundreds of other packages piled up at the back of the store due to the hand scan device not working. However, because they were sympatric to my desperation, Chelsea asked Atiqa to look through go through all the packages in order to locate my item.

I want to thank Chelsea and Atiqa for their understanding and their willingness to go the extra mile to accommodate me. From what I saw since the cyber attack, these ladies have been absolutely professional and skillful in de-escalating potentially volatile customers who have only taken out their frustration on the shop workers because they cannot collect their online orders. Front line workers like Chelsea and Atiqa are invaluable to M&S at such...