1st world problem, I am fully aware there are local regional and national news far more compelling and worthy than this incident.
Yesterday I selected a Sparks reward, "£5 off all bras".
Today I went to my local store specifically for bras. Before perusing the assorted fripperies I asked the shop assistant to clarify the deal, was it on a specific bra, any bra, all bras bought now or in the 6 day window the offer was available.
She kindly confirmed that all bras would have £5 off, but only in one transaction. I duly filled my basket.
I got to the till, lady at the till also thought the offer was all bras. Scanned first bra, £5 off, second bra, no deduction. She called the supervisor who said try it as a seperate transaction, it might only apply to one per purchase. Till said no, so supervisor concluded the £5 was for only one bra in one transaction.
I bought the basket of several as I had hoped 5 x £5 off the bras I bought would pay for the last one. I spent over £100.
By the time I had paid my parking £3, my marvellous offer saved me £2. .
Irritated by the lack of clarity I called Customer Services. They explained it was only one bra, only one transaction. I took issue with this as that is not what the offer said, or the shop staff said. Unfortunately there was nothing Customer Services could do my arse, ever heard of customer satisfaction.
So more irritated, I went online to have online "chat" with M&S Customer Services. it's a slow day chez antihistamines. The advisor advised if I had done each bra as a seperate transaction then I would have got £5 off each time, this was not what I been told over the phone. Customer Services directly contradicted each other.
Advisor then quoted in online chat (I have a transcript) T&Cs ""Refresh your lingerie drawer....we've got a bra for every outfit....excludes sale and clearance items....valid in store and online...not to be used in conjunction with any other offer.... Valid on presentation of card at till. Offer can be used only once"
This doesn't say only one one item. This says used only once. Bras is plural. In the abscence of clarity what happened to the customer is always right? If there was an offer, why hadn't the staff in the relevant dept all been told the correct details? This is not the shopfloor staffs fault.
This ad campaign is misleading, the staff misinformed, and the Customer Service unsatisfactory.
AIBU to think M&S Sparks card should be aware of it's own T&Cs?
FYI There will be no Daily Mail sad face in the side bar of shame.
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AIBU?
To think M&S Sparks card should be aware of its own T&Cs?
140 replies
Notmoreantihistamines · 17/06/2016 17:35
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