Marks & Spencer — Local services in London

Went in to the Lewisham branch yesterday to exchange some slippers for a bigger size. They came in two colours they didn’t have the colour I really wanted so I settled for the other colour. I had my receipt so I thought it would be very easy but oh know. Firstly I was told by one shop assistant because I had bought them when they had a 20% off promotion I would now have to pay full price if I want to exchange. I said I don’t think that is right but as they exchange seems to be a problem I’ll just have a refund. The assistant then asked two other assistants how to change the price so I said a few more times it’s ok I’ll just have a refund this was falling on deaf ears as I was ignored. The second sales assistant was a real piece of work. The way she was dealing with me was so bad you would of thought I had done something wrong. So I said again I’ll just have a refund I was ignored. She had my receipt in her hands and asked when did I buy the slippers I said I couldn’t remember the date but the date is in the receipt. Surely I should have to point that out! Then she’s saying to the other assistant why are you changing the price I said at least another two time could I have a refund please. And was told I was being rude she was trying to help me! Worst experience I have ever had in m&s I am shocked M&S standards have dropped badly. I wouldn’t spend my money in the Lewisham branch ever again it is shameful. I buy loads in marks and this experience has really put me off. I think I may just stay away. Also struggled to get pram out of the shop as they had to metal bollards up in front of the shop doors on the street side. Completely no customer service...

On the 26th of July 2016, I visited marks&spars at approximately 11:45am. Whilst I was standing at the Squash section where the non-refrigerated drinks are kept - along one side of the wall, nearby the staff exit for loading items and with CCTV's up on the ceilings. Two female staff members, one named Kerry and her colleague were f-ing and blinding and laughing about another colleague of theirs, loud enough for anyone in the surrounding area I was standing to hear them. I, as a customer was disgusted to hear such foul language being allowed to be used freely within a working environment such as Mark's & Spencer! Then whilst queuing up at Colin's till. My receipt number: 09872126 661216 105 0628. A friend of Colin's lent up against his section laughing and talking to Colin about Indian's coming in... while serving customers. I couldn't believe what I was hearing. All I could do was turn and look at the customer queuing up behind me, and we both raised our eyebrows. I thought to myself who in their right minds would think to employ such bias disrespectful and inconsiderate individuals? It appears to me that Mark's & Spencer need to review and have a rethink of their Human Resource Management, that is if they have one? From an very...

17 June 2023: Lewisham store. Witnessed a female member of staff this morning (pink t shirt, brunette hair) being extremely irate with and shouting over the course of several minutes at a very elderly gentleman who appeared to be having difficulty with the self service checkout in the Lewisham store. It was horrible to see. The staff member’s behaviour distressed me and one can only guess at how the customer felt. I felt so much for the apparently vulnerable customer. Given my concerns, I spoke to another member of staff who could hear her colleague’s interaction with the customer and she appeared uncomfortable and embarrassed about it. Really poor show M&S. Do you really think your customers deserve no better? I would urge review of the CCTV of this incident which happened over the course of several minutes shortly before 10am this morning. Shameful and saddening. I left without doing the food shopping I had planned to do in store as a result of this incident. How the poor customer felt afterwards, I hate to think. I think you owe it to the customer to find out who he was and apologise profusely to him. The staff member certainly needs training in the basics of customer service and human decency,...