I got a M&S voucher for 20% off clothing in store so I took this afternoon off work and went to my local M&S store in Brighton. As I really do not enjoy shopping, I thought I would do all my clothing shopping there. I picked up 4 moleskin trousers, two pairs of cords, one navy blazer and was about to pick up various accessories and a cashmere jumper for a friend when I realised one of the moleskin trousers did not come in my size. I approached two female shop attendants by the men's changing room. I was told I need to order it and we went through this long online registration process. At the end when I handed over my voucher to make payment, I was told the voucher was not valid because there was no bar code.
Naturally I am in no position to debate the primaries of a M&S voucher but my vain attempts to explain myself was constantly dashed down by repeated request for a bar code which was increasing in volume by one of the attendants. This was causing a scene as a queue was forming which all made my position very untenable.
The attendant eventually spoke to a Manager by phone and agreed to use another voucher to transact my purchases. However, she had erased my entire online order and I had to register again if I wanted to continue with my purchase! I asked to speak to a Manager but was told I had to go up to the 2nd floor where customer services is.
I went up to the 2nd floor and could see counters for Refunds, collections etc. each with their respective queues but none that said customer service or complains.
I eventually gave up and decided not to complete my purchase there. Since kindergarten, we were brought up in St Michael clothing and my 18th Birthday present from my dad was a generous stock of M&S shares. However my first experience with the same M&S store many years ago wasn't inspiring when they refused my first credit card as it only accepts cash then. I have since never bothered to cross any of it's store's threshold until this morning.
Unfortunately, M&S lived up to its appalling, draconian out of touch image. If only British businesses will wake up and realise that expensive consultants and self professing Chief executives are not going to keep the tills ringing but customers like me. Walking back, in my head, I worked out roughly that M&S had lost a sale worth approximately £650. This sale will go to Amazon immediately after I have submitted this review. Am I happy Amazon is getting the business, no but the high street retailers are not cajoling for my business.
In conclusion, I sincerely believe, major high street retailers like M&S must not depend on wholesale blaming of the internet for the severe drain on their business and profits. I have tried twice to support M&S and on both occasions I have been made to feel unwanted. Why should I persevere to give my money to someone who obviously doesn't need it? I for one will not be at all depressed when I pass a TO LET sign stuck on the wall of the M&S store in Brighton
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