I’ve had a couple of terrible experiences recently and am starting to consider whether the bad outweighs the good.
My local store have been refusing to help with a faulty product, I have the receipt, it’s only a month old and I want to exchange for the exact same thing but they insist it must be done online, so I then speak to the online chat aaaand…… they insist it must be done in store. Infuriating. I’ve tried 3 times and it’s a Mexican standoff, no one will actually help, and so far none of them have even asked what the product is!
I also keep finding stock levels aren’t accurate online, I know things sell but this isn’t overnight, there’s an item I’ve been trying to buy for a month now that shows fluctuating stock levels online but also has an error in basket so I can’t purchase, but again asking for help looking into it is like pulling teeth, online chat came out with the gem “well we would have to do a stock take of every single item on the website just to fix yours and that would take too much time so we can’t help” …is that a thing? I’m not sure that’s a thing.
In store has been no better, I went to collect a parcel last week and an elderly lady at the screen next to me was struggling to understand how to do a drop off, she’d pressed the help button several times…. No one came. She was confused and distressed. I stepped in and guided her through how the screens work, gave instructions on where to find the barcode for returns (because there’s nothing in or on the packet to tell you) and she thanked me and asked how long I’d been working there bless her. M&S have a core customer base that is 60+, changing to paperless returns is all well and good but how on Earth are they expecting the older generation to navigate the technology involved without instruction? There was nothing near those screens with a how-to guide, and using a screen is daunting to a pensioner, they wouldn’t know to navigate to a help section on that, and in the meantime the queue builds whilst they panic, pressure builds, the customer experience for them and the ones now queueing behind them are all affected.
Add all of this to the staggering price increases in the food hall, the retentions idiot who follows me around on occasion (because I take photos for you lot and apparently that makes me suspicious), the loss of some favourite products and the recipe changes to others recently and the strange man with long hair who stares uncomfortably at me at the self service checkout and I’ve just about reached my tolerance limit. Honestly the only way they’ll keep me as a customer at this point is if they bring out a gluten free Colin cake!
will last our family at least six weeks hopefully, although the fridge and freezer are now a dangerous game of jenga so whether we last that long remains to be seen
Think its the least I deserve after working 52hrs this week and it being payday! Even my kids refer to it as the garlic bread of dreams now 
🫣 #noregrets.
