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Jeanie E.

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Experience: Clothing & Fashion, Baby & Kids, Home & Garden

Member since July 2020

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1 Review by Jeanie

7/29/20
Update on my previous review: I have since contacted the Chairman of M&S who rectified the poor handling of my complaint by their Executive Customer Service. I rang to complain about an incident of a trolley that banged into me at More London Bridge branch. Let me be clear, it wasn't the injury I called to complain about but the Store Manager and the employee and their unprofessional behaviour towards me. The employee at the cash desk said: "What do want me to do, I've said sorry, do you want me to massage your leg"? I found this remark and the behaviour of the Manager upsetting, particularly when they brushed me off and did not follow a proper incident protocoll by taking my details. I called Executive Customer Support to report this unprofessional behaviour and spent a huge amount of time on the phone and email with an "M&S Customer Service Manager". I was told the incident would be investigated but found her attitude arrogant and dismissive, it was clear that she had taken the view that I am a compensation seeker. I sent in photos of my injuries 3x but she only confirmed receipt of them in her decision letter. This shocking letter containing a total of 10 lies stating that I was responsible for the injury myself, the female employee denied making the offensive remark, the manager claimed he had tried his best to assist and had asked if I needed the first aid box, offered his details and asked for mine. I was outraged because in essence, it was a pack of lies and insinuated that I am the liar and had made the whole incident up. It was surreal and distressing and at that point I really was considering legal action. No words can express how disgusted I was with this appalling modus operandi, so I decided to write to the Chairman directly to complain about their handling of my complaint. Clearly there is something seriously wrong in M&S Complaints Department - or rather, with their recruitment process if this is the kind of person they promote to this role. Another Executive Customer Manager contacted me and agreed that the previous Manager had taken a wrong and inappropriate approach and will be investigated at the highest level - although I won't be told of the income. She'll probably receive a slap on the wrist but at least the Chairman knows what a poor job she is doing causing more damage than good and driving customers away. My faith is restored in M&S and I will continue to shop there as it is still one of my favourite shops but I shall avoid the MORE London Bridge branch.

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