Marks and Spencer Support Centre — Local services in London

I can understand why so many consumers are putting up negative reviews for M&S, as this company has really lost its market and are treating consumers with contempt with no shame what so ever.

Both my wife are I are shareholders and customers of M&S. We normally shop at our local M&S in the local area and have no issues giving our loyalty to our local store.

However on 21 June 2023 we were in the NW9 area and visited simply food store at NW9 OAW. After completing our shopping at the store at around 17.20pm we proceeded to pay for our shopping and were told by a very rude assistant that no tills are open and we have to scan the items in a self-service checkout. Whilst we were scanning the items we could NOT hear any bleeps and assumed that it was scanning properly. We packed our shopping as the till area was impossible to move with other customers bumping into each other, and the store assistance doing absolutely nothing, to help customers… it felt like a market in Baghdad not an M&S in UK.

As I got to the entrance after packing my shopping, I had a gut feeling that the shopping could not be worth £20.60 so I decided to check the receipt, whilst I was in the store. I realised that some items were scanned twice an overcharge of nearly £5 or 20% when it should have been £16. I went back to the rude assistant that was near the till who was rude again and gave my wife a verbal lecture in a patronising way, and said that she will train my wife in how she should be scanning items in a store. This was both rude and disrespectful, as how can a member of staff behave in this pathetic way to a customer is beyond words.

We then asked for a supervisor, who demonstrated that the tills were indeed faulty and over sensitive as it was not our fault that some items got scanned twice whilst packing. She also told us that this is an ongoing problem at this branch, as many other customers have had the same problems when they check out goods at the self-service till, as an item will be scanned by the customer and whilst packing, the scanner will scan the same item again, as the scanner beam picks up the bar code umpteen times over resulting in a big CON and overcharges to M&S customers

I’m sure some customers are too busy and don’t even check their receipts, but this is nothing short of scam, which is unacceptable. If we had not checked our receipt we would have indeed been ripped off by M&S with a double charge. I can understand that the public is going through the cost of living crises, but I didn’t think that M&S will resort to such tactics of overcharging customers, not to mention that if this is a problem was reported to the area manager many times over by the store, why are M&S customers not made aware?, and on the contrary a till staff being rude with us. M&S customers are not responsible to bring such company operational shortcomings as with respect M&S employ an area manager, who are paid to this job and not a customer.

Consequently, we demanded that the entire shopping is refunded as we simply could not take the risk of being overcharged in this terrible way by UK,s most reputable...

Had to go through ACAS to get pay accurate and paid less for that shift in agreement to getting some money.

A toxic place to be in. Hypocritical manager who touches physically and uses 'babe' on another male in a work environment and he tries to establish facts like a disciplinary in an informal chat about the nature of retail and avoids accountability for telling to carry 3 heavy crates of rotis chicken up flight of stairs that causes knee swelling injury. Omits these details in rtw when data request received recently. Petty to put across profile that resigned midshift and has audacity to speak like its a disciplinary with more physical grabbing of shoulder. The fact that no data was redacted on the subject data request re return to work shows his "professionalism" by deleting what he was typing afterwards in the presence of that hospitality manager.

Hospitality manager unprofessional behaviours and conduct by disclosing information of resignation in front of team and nitpicking. Shows bias and two faced behaviours in front of team. Grievance made but no investigation conducted to their unprofessional behaviours. Lied on linkedin profile for start date and hypocritical with photos submitted for chiller checks. Photos taken and submitted to HR to show what she is lying about doing a chiller check after me and then saying i take too much time when i check the next morning.

Unwanted physical contact and verbal harassment from a level 3 catering manager and tesco store manager in a flagship store shows the standards held at head office and simply foods. One would think all that typing and being spoken to like an idiot for an hour by two dishonest managers would be recorded but it wasnt. So its the nature of retail for liars to act with a superiority complex and by not recording that their decisions caused injury is their cowardice... If any opportunity enables to show this to the team it will. . Names omitted only on...

The Customer Treatment in M&S instore is ATROCIOUS!!! Friday 13th (!) October: I was treated like a liar, told I could Not return 2 stale products, instead I had to go through Customer Services! The items in question were chocolate covered Brazil nuts and chocolate covered pretzels which I bought with other things for my mother’s 97th Birthday. I traipsed them to her (2.5hour journey on public transport). Then back home, then to the store and then back home again Despite having my receipt and Despite the weight evidencing no change in weight. I had eaten one of each. They came from the new dispensing machines you weigh yourself.

I felt an Idiot standing there trying to argue with the Manager Mohammed. Company Policy was basically all I got! The receipt counted for nothing.

He then returned to find me and said he was told it was Impossible for the machine to dispense a stale product!! Really! Now adding insult to injury, again in the middle of the store. At present I have a health issue so it was an effort to get there, then back. Again he wasn’t inclined to help.

Now wouldn’t You want to know and be grateful if someone took the time to tell you your products are stale??!

I have shopped in the store - it’s now converted to food only - for 25 years. I know staff there. They are lovely.

I told him it was appalling and Waitrose would Never behave like that.

Cut to the chase I spent 1/2 an hour on the phone with Customer Services and all they can do is issue a refund. No compensation for everything I had been put through, time wasted, the humiliation….. Not possible, you got it….Customer Policy!! No method of escalation. The Supervisor would say the same thing. Unbelievable! M&S used to stand for quality.

Clearly the customer is an irrelevancy once they have made their purchase. I felt insulted and aggrieved and Will take this further.

The store incidently is in Hackney,...