Marks & Spencer — Local services in London

I usually love M&S, and have spent a lot time inside their stores. The customer service is always lovely. Today however I had probably the worst customer service I have ever experienced in the UK. I bought a V-neck sweater in the beginning of March this year. Unfortunately the last time I washed it the stitching on the V-neck detail came apart, leaving a hole in the neckline. Having purchased it 2 months ago I took it back to the store to get a refund. In the shop (Marble Arch on 19/05/2024 ground floor women’s department till at around 15:35, I was served on the left side of the till when facing it on the second till) I was served by a lady and her manager. The lady was polite, her manager on the other hand was extremely rude. I explained the situation and she said that I waited too long to bring it back and there was nothing they could do. I work retail and I know that this is not the case, you can return faulty items up to a year after purchase. I explained this and she accused me of shrinking the sweater. I explained that the sweater size was a small, it was still the original size and the issue was just that the stitching had come apart. She then said that I had not washed it according to instructions. I said that I washed it inside out on a delicates cycle at 30° and didn’t put it in the dryer (the tag says you can machine wash up to 40° and can tumble dry on low). She replied that the tag said a cold wash and 30° wasn’t cold. I showed her the machine wash symbol that clearly displays 40°. She again accused me of shrinking the sweater, and said there was nothing they could do (all in an extremely rude and dismissive manner). I asked to speak to a manager and thats when she informed me that she was the manager. I explained that I too work retail and I am aware of my rights as I have to deal with these situations every day. She the said that I could go and look for something that was the same price and exchange. Clearly there was at least one thing they could do. I asked if they had the same sweater in stock in the store and she shrugged her shoulders and told me to go look for it. I asked for the customer service number and logged a formal complaint against the manager, explaining what had happened. They told me that I could post the item back to them for a refund (and that they would also refund the postage fee). I ended up going to another department within the store to try and exchange it as I did not want to go through the hassle of posting it back to M&S customer services. The gentleman that helped me in the men’s department was lovely and after explaining what had happened to the item he gave me a cash refund and logged the item as faulty. I didn’t tell him about the previous altercation so clearly there is no M&S policy that if an item is faulty beyond the 30 days after purchase that they don’t accept any returns. This is really disgraceful behaviour especially coming from a manager. I would understand skepticism if I was trying to get a refund with no receipt or on an item that was purchased over 6 months ago, but this was not the case. As I said, I work retail and would have been disciplined if I ever behaved this way with a customer, and it is really a shame that this is the level of customer service that a manager is demonstrating as an example towards their team, especially in a company like M&S thats prides themselves on great customer service. I hope this matter is brought to the manager’s attention and that they are not allowed to treat other customers in the same disrespectful way that I...

I had a really bad experience today with Chris the manager, Nikhitha and Harry at this branch which made me decide avoiding M&S for good. I had an event coming up and needed to buy a suit jacket, only because I had a trouser already. I tried it in the store once it was alright then I went home and after a couple days I tried it with my trouser too, being confident, removing the tags and stiches. Unfortunately I made a mistake as the trouser was dark blue not black like the jacket. So I went to buy another one to a nearby shop for the event. As I do not need the jacket anymore I looked at the receipt which said I can return it until 28/07. So I did. I went in with the jacket, a young lady said I need to call someone to come as you do not have the tag with you(I forgot it). Nikhitha came by saying after careful inspection, the only thing they can do is giving me a credit. I said I am not planning to buy anything nowadays, so I would prefer a refund. She called another employee, Harry who said after inspecting the jacket without a tag they cannot give the refund. I said okay, If I find the tag at home and I bring it back, will I get a refund? Harry said YES, certainly. After doing some arrends, I drove home, found the tag, drove back and this happened... Nikhitha was recognising me saying oh, you found the tag. She inspected the product again, she said she needs to talk to his manager if I could directly process it to the account. She took the jacket away with her. 5-10 minutes later they came back, saying they cannot take this product back because it was used. I said yes it was, twice, once when I tried it in the store and when I tried it at home with the full set couple of days before the event, Nikhitha started laughing turning around... They stated as this was being used, they cannot take it back, so they will not give me a refund. I said, this is the second time I am coming here, Harry told me if I bring the tag, I will get a refund, so I am here. Chris the manager said they will not take this back. I said okay give me credit then, I do not need the jacket. They refused to. Being an Area manager for a different industry, which is heavily relying on customers and it's customer service I say this particular case and the way these employees dealt with it is absolutely nonsense. Harry, please do not say customers they will receive a refund for sure if you are not a manager. Nikhitha, laughing on the customers are not nice and a person like you should not work at the front. Chris I understand you trying to make the business profitable and cutting back on refunds however thinking long term I am a customer buying stuff and spending 100s of pounds 4-5 times a year at least(only retail, not counting the food) which is now stopped. Thanks to you! I am glad there is a lot of competitors. Also, it is not about a £160. Who cares? I will donate it or give it to someone who really needs it. Just the customer service without logic. Simply poor. M&S customers please think twice before you buy anything from...

this store is truly the worst store if you’re disabled and you try and get in and out of the lift or because of the shopping basket they cause havoc they damage your Wheelchair or your Mobility Scooter this is ridiculous. They don’t care about them being in your way when you’re coming out and turning left in the food door leaving you no room yesterday I spoke to a manager. I have spoke to management before they’ve done nothing. I get sick of it well now. I’m putting this up on a disabled site as well with over 250,000 members and the other site has also got 89,000 members I am sick of this store being ignorant and not caring about disabled people at all. It’s a pain. I’ve scratched my scooter many times on these baskets and it’s ridiculous. They don’t care the management of this company in any way yesterday I spoke to a woman I think her name was either Gloria or something RIA at the end she’s a manager or Corina Or something like that, she was a nice lady. She took pictures of my Wheelchair showing I can She says and promise me she will do something about this. I hope and pray she does because this is becoming a pain otherwise I’m never shopping in this store again and I spend lots of money in this store always especially on clothes. Food I spend on average on food in this store per week £90 clothing per year 6 to £7000 eating at the café upstairs about £8900 per year. This will all stop. I’m sick of this door. I’m sick of the management I’ve been buying from Marks & Spencer’s for very many years and been a loyal customer to them and this is now put me off buying in the store meaning all of them I’ve even caught shoplift shoplifter On Edgeware Road and tackled them to the floor and I was in a chair. I’ve helped them out many times when I’ve seen shoplifters I’ve came in and warned them regarding this whether they’ve been stealing in Waitrose and walked in and stole loads of things and they’ve caught them in The Edgeware Road branch they cannot do a simple favour for disabled people by moving these baskets elsewhere. It’s ridiculous one day these baskets are gonna and they will hurt someone a child an old person and that will be their fault for putting them in the way of mobility scooters and prams. This store is not worth shopping anymore to be honest with you because of this matter management are extremely very very ignorant I think if the store closes down it would be the best thing it could do. I’ve never known a Marks & Spencer’s management so ignorant in my life as the people in this company not the lady I spoke to The past they really just don’t care I am a Photo journalist. I am a member of two Disabled sites one with over 250,000 members in London and the 89,000 members my usual will be Site and also on the Disabled site to warn Disabled people not...