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“They really dont care for their customers or charity”

written by on 08/11/2017

Last Thursday I visited the Marks & Spencer store at Beaconsfield services and after picking up what I needed, made my way to the check out. Now, I don't have high expectations when it comes to the service I will receive in an M&S however last Thursday was a whole new low.
 
Any greeting was replaced by 'want a bag?' followed by 'card?'. I placed my card in the reader, followed by my pin and proceeded to check emails on my phone. The till operator then announced very loudly 'declined!' when I queried what he said, I got 'your card is declined'. I offered that that's highly unlikely, I received a shoulder shrug so instucted him to do it again.
  
As I went to place my card into the reader the screen flashed 'declined', which I tried to explain to the operator who was totally unimpressed and simply announced again (to what seemed like the entire store not just the increasingly large queue) 'declined!'.
 
I therefore used another card and left (without any form of thanks), immediately contacting my card issuer, who immediately horrified by the service I had received as 'as a highly valued customer we would not decline your transaction, however M&S have not sought approval for a transaction, their equipment must be faulty'.
 
I returned to the store to ask for the staff members name and explain that the machine was faulty, again raised shoulders and as I turned to leave, he made the parting remark 'I just work here!'.

However the real shock came with the response from M&S's Customer Support Team, a generic and obviously disinterested email entirely lacking any genuine apology, full of typo's. I was offered a £10 gift card as 'good will'. I responded, expressing how I had hoped for a more personalised response and asked that the gift card be sent to Battersea Dogs Home.

M&S again emailed me, in the same kurt tone, to advise they would not send the £10 to Battersea Dogs Home (without explanation). I forwarded the email to their CEO expressing my disbelief, only to receive another genetic response including many 'we can't, we don't, we won't' however this time signed 'Executive office' from someone claiming to be 'the CEO's personal team'.