Marks & Spencer — Local services in London

Was at the Charlton store this afternoon to purchase some Xmas clothes for family and friends, buy food, have a snack in the cafe and also to return an unwanted unworn coat. I had a really unpleasant experience with a member of the store staff who said her name was Susie (Susy??) but unless I misread (?), her name badge however said Janet. When I initially involuntarily gasped and then questioned why she was ripping the sealed package I had carefully put the return coat in, she didn't properly explain at first that the return would be handled at the cash desk rather than the return self service drop off box. I explained that I had gasped because I had spent a good 10 mins at home gathering scissors and tape to package the coat as instructed in your returns Q&A and that it would have been helpful if she had explained why she was doing this before ripping into it. When giving this feedback she looked at her colleague and 'rolled her eyes' at her. This was so demeaning to me and I told her so. She apologised and her expression and body language conveyed it was a fake apology without any attempt at eye contact. I shop in the store often and this is the first time I have ever had a bad experience. I recognize a lot of the staff by sight, especially in the cafe and all have always been pleasant and polite to interact with. I will end on a positive note however. When purchasing food and drink today, there was a young man on the self serve tills who intervened to assist me and did this with all the usual pleasantness I usually expect from staff...

As I was on a business call tonight with my shopping in M&S Charlton I was stopped by an angry security guard stating I need to show him my receipt as I looked to him SOMEHOW suspicious- I was carrying 4 items in my hands and not in a bag. I told him I never get my phisical receipts to which he said its impossible,I must have it. I politely asked if he knew the machine gives you an option to not get one. He was getting more agitated. Then he asked me if I paid by card, I said yes then he wanted to see me receipt. I said I will show him but please be more polite to your clients, as I show him my amex receipt he said its not good because he needs to see HOW MANY items I purchased. I put the meeting on hold on my headphones and ask to see a manager. As he was looking for a manager, another woman was trying to get out of the shop. He shouted at her to show her recipet too.she said she did not have it so he said its inpossible, you must have one. Another young MS employee ran to the door to show this man the receipt of this lady otherwise she was held there too. As I told my neighbour and described the security she told me she had similar issues last week. MS could you please...

This is not a review for their store but more for their customer service agents when you call up. I had a order for click and collect cancelled but their website shows it’s in stock. I just wanted to know if I order the item again, would it be cancelled. That’s when I realised I was speaking to someone so incompetent that I was wasting my time with this company. Her answer was, unfortunately this item is out of stock but if you order it again it should work. I told her that makes no sense as if it’s out of stock how can I collect it. She said you just have to try and that now it’s in stock and that it’s a delivery issue.

Literally everything she was saying contradicts its self and made no sense. She couldn’t even check to see if the item was in stock, what company can not check this. I asked to speak to a manger, no manger available.

So my issue has not been resolved, I want to buy something but it seems they are not interested. I can not say if this is a M&S thing or if I just got a terrible Customer service agent.

My first time using M&S and...