Frank Feedback

Review of M&S

I think everyone knows how M&S's clothing has gone...

I think everyone knows how M&S's clothing has gone down in quality over the years, but I was surprised & disappointed to find out how their customer service has also deteriorated. I recently took an item back to exchange (for a more expensive one) after I had got it home to find I had mistakenly bought the wrong type. The staff there point-blank refused to exchange it even though it had clearly not been taken out of the packaging. They rather pathetically would only repeat the out of date and totally useless "company policy" line to me. Really?!?! In this day & age, and at M&S, "company policy" ?!? Even after going through the old routine of supposedly checking with the manager unfortunately the only thing she could resort to was to keep repeating "company policy". Very unhelpful. As a result my wife and I won't be shopping with M&S again (we used to shop online as well) and I will be returning my M&S credit card (the customer service there is a whole other story). So after many years as a loyal customer it's a shame they should drive me away like this. Still, I'm sure there are many of their competitors who are benefiting from their demise.