AIBU to have got very cross in M&S yesterday

[marriedandwreathedinholly]

Have slept on this and don't think I'm being unreasonable. Went to M&S yesterday afternoon - am on crutches at the moment - DH dropped me at the entrance. Got up to 2nd floor OK using the escalator but wasn't brave enough to come down on the escalator. Circled the floor twice looking for the lift and eventually had to find a member of staff to help me. Member of staff took me to the lift and there was one sign which was close to it and not in good view. I mentioned that I thought the signage was poor and was told I should write to head office. I said as I was a customer and as the member of staff had told me they received a lot of complaints that the store should be dealing with the matter and should be far more aware of the needs of people who had mobility problems or who were disabled.

I was told all signage was dealt with by head of office and the stores had no say about it and it would help if customers wrote.

I thought this was disgraceful; I presently have mobility problems, the lift wasn't signed and the store can't do anything about it because only head office can decide if a sign is needed and Head Office doesn't listen to the stores. For an organisation that prides itself on customer service, does anyone else think this was unacceptable. Apart from the fact that if I were permanently disabled I think it hinges upon disability discrimination.

[MenopausalHaze]

Well write to Head Office then ffs! If you had any experience at all of working within such a fiercly corporate structure then you would know that the staff member was telling the truth - at that level they're not even allowed to fart without a HO directive telling them in which direction to do it! Your mobility problems, trying as they no doubt are, are really not the fault of some poor shop worker who has no say in anything.

[ANTagony]

For that store and the fact you weren't the first to complain I can understand your annoyance. My local few M&S stores I use the lifts with the pushchair and they are fairly well signed. I'm the sort of person if I have a constructive comment I send a polite email M&S have email links on their web site would it help you de-stress to write to them? You never know there may be a voucher in it if you leave contact details. Firms often reward constructive comment.

[hiddenhome]

Everything has to be sanctioned by head office in these large organisations. You'll just have to write to them. It's not use blaming the individual store, their hands are probably tied.

[AbbyAbsinthe]

But you found staff to help you.

I think you're making a fuss about nothing. Sorry.

[pinkappleby]

If it is like my M&S which has an unreliable, small, ancient lift I am wondering if they don't want many people using it. The people that 'need' it have to wait a long time. The people that just prefer the lift often end up looking embarassed and getting out for a wheelchair anyway.

The people that need it will seek it out, others will use the escalator.

[pinkappleby]

btw my M&S doesn't have lift signage.

[Sirzy]

in big companies individual shops can't just decide "ahh sod its lets make some signs"

[PurplePidjInAPearTree]

You're right, but so was the staff member - Head Offices don't generally listen to the low-wage grunts they deign to employ! Your letter or email will have ten times the weight of hers

[LovesBloominChristmas]

Yabu - tell them rather than us

[ATruthFestivelyAcknowledged]

Copy and paste your OP.

Send to [email protected]

Done.

(Took me less time to find that email address than it would to type out a response to your AIBU)

[squeakytoy]

YABU. You asked a member of staff, and they told you.

[frownieface]

Um write to head office. The sales assistant showed you to the lift, had a conversation with you and said that it would help if customers complained about a lack of signs to head office.

I work for a company that has 300+ stores in the UK, and as MenopausalHaze said I cannot do so much as scratch my arse without head offices permission, and I am a manager!!!!

As Mary Portas said in her programme store staff cant do anything about lack of staff and in this case a lack of signs, it is up to the customers to tell them where they are going wrong. So please do you may find that new signs spring up within the next couple of weeks.

[mymummyisasquarehead]

Seriously.....YADBVU!

[PinkPepper]

We can complain about things in our chain for ages, one customer complains and head office spring on us wondering why we've never mentioned it. They listen to customers and often ignore us minions

[RomanChristingle]

YABU to be VERY cross imo but as a lot of people had complained I don't think it would be unreasonable for the store manager to liase with head office about the issue. Surely that is part of their job. I doubt head office would dismiss them if they said there had been a lot of complaints and insist that all customers call them individually. Also just saying 'comlpain then' is quite dismissive and unprofessional imo.

[AnotherMincepie]

YABU - tell head office you don't think you should have had to write to them.

[marriedandwreathedinholly]

Points noted. I didn't actually get cross with anyone but felt very cross.

Do any of those who have said I am being unreasonable appreciate how difficult it is to actually walk with crutches and to have to do so around a large floor twice because there are no signs shouldn't have to happen. I also think that it is unprofessional to expect the customer to draw the matter to head office - communication between the shop floor and head office needs to be better than that.

Oh well - I must accept I suppose that I am being unreasonable.

[EauDeLaPoisson]

Bit of a non issue imo, write to head office and it will possibly benefit people at many stores rather than just your local one.

[ReindeerBollocks]

Write to M&S, get free coupons and get well soon.

[SantasNutellaFairy]

She was telling you the truth- Stores have no way of authorizing signage changes. I don't work for M&S but another large company and Managers are shackled by restrictions and budgets, especially in these economic climes.

Complain to Head office. Repeatedly if necessary.

[MenopausalHaze]

communication between the shop floor and head office needs to be better than that

Tell them that as well then! What's the point of expostulating here? It's not like we can change their company policy is it? Just mail them.

[ScarlettIsWalking]

YANBU

[SantasNutellaFairy]

fwiw- head office often believe that stores exaggerate the situations so the bottom line gets increased. They tend not to pay real attention unless it's a customer complaining.

[SDTGisAnEvilWolefGenius]

Yes, communication between the shop floor and head office DOES need to be better, and I am sure that the shop floor staff wish it was too - but sadly the member of staff obviously knows that their input won't be listened to, but yours will.

I suggest you email M&S about both the issue of signage in that particular store, and about the fact that the communication between the shop floor and the HQ is so bad.