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Aibu - m&s service

(58 Posts)
dingalong Thu 14-Jul-16 14:39:03

Called to my local m&s to collect an order with ds 17 months.

I called to the till downstairs and said I'd come to collect an order.
I was told to go upstairs. I mentioned that ds was asleep and the lift always woke him and could someone drop it down ?

I was told no that I 'had to go upstairs. I went to lift - which was out of order and headed back to till.

I said the lift was out of order (apparently for a week) so I don't know how she expected me to get upstairs.

I was told I'd have to be escorted up the service lift. (It's a very smAll m&s store so only one customer lift). I was still told no and we manovered through the storage area to the lift

Needless to say ds woke up in the lift. I normally wouldn't care but he's just getting over a d&v bug so he's fairly shattered.

My presence was required upstairs to sign a book - it was a4 sized -

My point though very long winded - is that I used to think m&s prided itself on customer service. But now they're as bad as the rest.
What are other people's opinion ?

As an aside I had an argument with them about customer service in the cafe a month ago too and cancelled a large lunch order after placing it, so I'm abandoning their shit cafe (terrible coffee and product selection) for Costa.

honeysucklejasmine Thu 14-Jul-16 14:41:57

Literally all they needed was for you to sign a small book? YANBU.

Laiste Thu 14-Jul-16 14:50:08

The customer is always right. Therefore YANBU.

It takes one small act of thoughtfulness of the part of a member of staff - going out of their way a little bit one time - to make a customer very happy and loyal for life.

It takes one shitty experience to turn that customer round and not see them back again.

newmumwithquestions Thu 14-Jul-16 14:51:57

I've had terrible terrible service from m&s. Worst service I've ever had from a shop I think.

Gileswithachainsaw Thu 14-Jul-16 14:52:53

if the lift is out of order then someone should have got the book. Ffs.

ordering is supposed to make life esher. what's the point of you are gonna have to trek about the shop anyway

Gileswithachainsaw Thu 14-Jul-16 14:53:05


dingalong Thu 14-Jul-16 14:58:00

Laiste, exactly - they're on their second strike here.

I was in the cafe and bought lunch for 5. My ds (4) is incredibly picky and wouldn't eat sandwich, hot food, pastries or cakes in the cafe. The only thing he eats are pain au chocolate. I placed my order including a hot meal etc, tea and coffee sandwiches etc. I explained about ds and said I'd a pastry from downstairs. They said he couldn't have it. I said I couldn't leave him hungry watching us and cancelled the order. Dd (6) started crying as she wanted bolognaise. They said 'sorry it's company policy' - well I haven't eaten there since. I pointed out when their policies are so inflexible to make children cry then perhaps they should look at them and also pointed out the poor selection in the cafe.

blushrush Thu 14-Jul-16 15:01:36

You're not being unreasonable, they really should have just nipped up and got it for you.

QuackDuckQuack Thu 14-Jul-16 15:01:48

I'm thinking 'what would John Lewis do?' And that makes me certain YANBU. You'd never be treated like that at JL. And that's part of why JL is going from strength to strength and M&S is struggling.

Dandelion6565 Thu 14-Jul-16 15:04:01

That is poor service.
My gripe with m&s is that they deliver via Royal Mail, miss the parcel and you have to pay for redelivery or pick it up....grrrrrr

MumOnTheRunCatchingUp Thu 14-Jul-16 15:06:17

John Lewis is going downhill too.... And fast!

dingalong Thu 14-Jul-16 15:07:40

Exactly quack duck quack.

dingalong Thu 14-Jul-16 15:08:36

Oh no - John lewis just announced they were coming to Ireland

dingalong Thu 14-Jul-16 15:11:00

I was going to raise the h&s and insurance issues of the lift.
Instead I stopped to browse on the way to the till with my escort having to cool her heels and wait smile

Laiste Thu 14-Jul-16 15:13:06

You'd bought a pastry in another part of their shop and forbade your son from eating it in their cafe? shockhmm That's awful.

I was in the Sains cafe (big one, Sixfields northants) last saturday and they grumpily told me they had no white sugar for my coffee. No sugar in a food superstore cafe!?

It's upstairs and you can look down over the whole shop floor over a balcony. I waved my arm in that direction and offered to pop down for a couple of bags. I was only half joking.

Glamourgates Thu 14-Jul-16 15:13:15

I've never known lazier or more belligerent assistants however I was served by a nice one today at St Pancras. Last time I bought some clothes the assistant literally could not work the till.

toobreathless Thu 14-Jul-16 15:16:03

Re: pain au chocalat, I wouldn't have even asked them. Just quietly given it to him.

The book thing is ridiculous.

I asked for a tap water in a burger king recently to be told no they didn't have any and I could buy a mineral water. I didn't want a mineral water - it was for the baby. Asked to see the manager who told me to go to Starbucks next door - pointed out this would be awkward with 3 children and there was a huge queue and I didn't want to buy anything from starbucks! To be fair the manager went and got me a tap water from star bucks himself.

Rumpelstiltskin143 Thu 14-Jul-16 15:18:38

Good grief you really think you're special don't you. You think staff have nothing to do but run around suiting you whims. If your picky son wanted something they didn't have in the cafe you should have bought it in the way to the cafe. And weren't you clever making them wait while you browsed. I bet they're glad you've crossed them off your shopping venues, no ones sorry to lose "that" customer.

JudyCoolibar Thu 14-Jul-16 15:28:22

Rumpelstilskin, it's always a good idea to RTFT before you jump in with abuse, otherwise it makes you look like a dick. OP did buy the pain au chocolat before she got to the café.

And yes, shop staff should be prepared to run round for customers. Due to the fact that (a) that's their job and (b) if they're not prepared to put the effort in, the shop won't have customers and they'll be out of a job completely.

dingalong Thu 14-Jul-16 15:33:56

Rumstilskin - do you understand 'customer service' ? ie serving your customers needs

I used to buy lots there so they are financially worse off without me.

My son is awkward but would you have prefered he cried while we are our lunch. And annoyed all the other customers.

Rumple own up do you work for m&s😄
I'd a browse on the sale rack. I don't know why she escorted me anyway (once out of staff areas)

BarbaraofSeville Thu 14-Jul-16 15:36:52

M&S cafe is shit. Like the OP says, poor selection, they do hardly anything. And the slowest service known to man. I've seen glaciers move faster than the queues in there. Never again.

I was in the Sains cafe (big one, Sixfields northants) last saturday and they grumpily told me they had no white sugar for my coffee.

I had a similar experience in an Asda cafe. They had no butter and thought it was acceptable to give me shitty spread for my crumpets and lie to me that it was butter. I may have ranted on here about it.

dingalong Thu 14-Jul-16 15:38:49

I could have sneaked it to him but I'd spent enough in the cafe.
I used to go to m&s as the high chairs are better than Costa (but the coffee is too weak for my taste - the sacrifices we make for loved ones😄).

dingalong Thu 14-Jul-16 15:41:12

I love the sugar story Barbara.

It is a management issue.

When the manager gave me my refund. I said 'you haven't asked why you're refunding' - that's terrible management

TheWeeBabySeamus1 Thu 14-Jul-16 15:48:09

That doesn't sound great, once they realised the lift was out of order they should've just brought the book down - or skipped that step as I've never been asked to sign for anything when picking up a parcel at M&S. They always just mark that I've collected it themselves, either in the book or on a little hand held computer.

Notso Thu 14-Jul-16 15:52:00

I've always had fantastic customer service from M&S. Cannot fault them.

Maybe it's because it's because I don't expect them to my children's faddiness.

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