Active discussions

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Situation with m & s

60 replies

Bethany34w · 02/09/2024 18:23

I wrote to m & s executive office recently as I contacted the brand on social media to give an explanation regarding an incident in store. They said that this matter needs to go to executive team and they will pass it on I said don't worry and I just wrote to them myself. However I am a little upset with their response it seems they just trying to fob me off with a £50 giftcard rather than trying to thoroughly investigating the incident and making sure there is the right outcome as one of the staff member job could be under threat who did nothing wrong. I just seemed to recieve a quite robotic response "that feedback and comments will be passed to the store manager" and as a goodwill gesture and to say sorry to your daughter they sent a £50 voucher.

OP posts:
New posts on this thread. Refresh page
pizzaHeart · 03/09/2024 20:07

I need to copy this email for the future use. If we had Nobel prize for the best letter to a customer that would won it.
Answer them back :
Thank you for clarifying this. I’ll keep the gift card.

Buy something for your daughter to minimise the impact.

Delphiniumandlupins · 03/09/2024 19:59

That email! Hats off to either the OP or the M & S employee.

Sparklfairy · 03/09/2024 04:48

Goodness. That letter is "write an obsequious complaint response in the style of m&s" to chat gpt. Jesus! AI ALERT Grin

patchworkbear · 03/09/2024 00:09

SurpriseTwinPregnancy · 02/09/2024 22:29

I’d have spent that gift card in the time it took you to write your OP.

Me too! I'd have stocked up on their hazelnut chocolate 😋😋😋

patchworkbear · 03/09/2024 00:08

ReadWithScepticism · 02/09/2024 23:54

That letter!Grin Not just unctuous oleaginous flattery but M&S unctuous oleaginous flattery.

😂

ReadWithScepticism · 02/09/2024 23:54

That letter!Grin Not just unctuous oleaginous flattery but M&S unctuous oleaginous flattery.

Original poster
Bethany34w · 02/09/2024 23:14

Update: received this email from another member of head office.

I wanted to reach out to personally express our gratitude for your honesty and for bringing the matter to our attention. We take great pride in our 5-star reputation, and your proactive approach has reinforced our commitment to maintaining the highest standards of service and integrity.

While no one was at fault in this situation, we truly appreciate your willingness to come forward. As you can imagine, had this matter escalated, it would have required us to review CCTV footage and conduct further inquiries, which would have involved both time and resources and could have caused unnecessary stress for our staff. Your actions have spared us from that, and for that, we are thankful.

I apologise if my colleague did not fully clarify the purpose of the gift card when it was offered. We certainly did not intend to cause any discomfort. If you are not comfortable accepting the gift card, we completely understand. We would be more than happy to work together to find a charitable cause where the gift card could be put to good use, should you prefer.

Please let us know how you would like to proceed, and we are more than willing to collaborate with you on this.

Thank you once again for your honesty and for being such a valued customer.

OP posts:
SurpriseTwinPregnancy · 02/09/2024 22:29

I’d have spent that gift card in the time it took you to write your OP.

ReadWithScepticism · 02/09/2024 22:27

So you contacted M&S to check that disciplinary action hadn't been taken in relation to a complaint that hadn't been made about an incident that didn't happen?

fluffiphlox · 02/09/2024 22:27

They’ve sent £50 to say thank you. Just spend it and move on.

Delphiniumandlupins · 02/09/2024 22:25

Probably the woman didn't report anything. If she did, the store could deal with it by checking cameras. They have sent you a gift card to thank you for taking the time to contact them and speaking up for their employee. If you really don't want to spend it give it to a charity and they can use it as a raffle prize. You are worrying too much about this.

FirstTimeHomeowner · 02/09/2024 22:21

IMO what that customer said will be taken with a huge pinch of salt. There will be an investigation, but realistically one customers statement is not going to outweigh multiple other onlookers, as well as CCTV! No way they will fire or reprimand someone based on one incorrect customer statement!

Dolliesdisasterousdayout · 02/09/2024 22:20

Awwlookatmybabyspider · 02/09/2024 22:04

This isn’t just any situation. This is an M&S situation.

Sorry I couldn’t resist 🤣

amazIng

Haroldwilson · 02/09/2024 22:14

You know m&s is huge and there isn't an office where the worker, the store manager and the social media officer are sitting next to each other, right? They might even outsource their social media management to an agency. It'll be someone in their 20s who forwards the report on to hr or something who forwards it to that store.

Basically, the person on social media knows fuck-all about it and wouldn't be willing or able to share information with you if they did have it.

iwantsomethingelse · 02/09/2024 22:12

Do they not have cameras in their stores anyway?
If you don't want the gift card, I'll gladly spend it for you. Smile

ITmom · 02/09/2024 22:12

Awwlookatmybabyspider · 02/09/2024 22:04

This isn’t just any situation. This is an M&S situation.

Sorry I couldn’t resist 🤣

😂😂

wheresthebigcarrot · 02/09/2024 22:08

The £50 is to say thank you for whatever help / info / guidance etc you gave in the store based on the other woman's incorrect assumption that your (?) daughter was inappropriately touched.

You won't know if the other woman's complaint was upheld. There is absolutely no way of finding out, and neither is it your business to know.

ReignOfError · 02/09/2024 22:07

Totally overthinking it now, yes. But I think it was good of you to take the trouble to write and explain that nothing untoward happened.

Think of the £50 as a small thank you.

bows101 · 02/09/2024 22:06

Massively overthinking it. The woman didn't report it, employee didn't do anything wrong, there is nothing to worry about. They wouldn't take a witness account to an apparent event and sack someone.

It would be totally different if it's reported by the victim at the time.

Awwlookatmybabyspider · 02/09/2024 22:04

This isn’t just any situation. This is an M&S situation.

Sorry I couldn’t resist 🤣

WingSluts · 02/09/2024 22:02

You are massively, massively overthinking this. Take your £50, spend it on dinner or a top or whatever and move on.

Original poster
Bethany34w · 02/09/2024 22:00

Not the same daughter by the way.

What's odd?

OP posts:
Original poster
Bethany34w · 02/09/2024 21:59

Thanks, I explained that I don't think the giftcard was appropriate as there was no wrongdoing on anyone's part so it seemed strange and I would like to decline it, however they said its already been sent and they suggested donating to a charity or something. Would any charity even be interested in this? My husband said I'm overthinking it and just spend the voucher, apparently m & s have a system where sometimes you get your whole shopping for free anyway and they willingly gave it so don't worry about it and enjoy it.

OP posts:
Izzymoon · 02/09/2024 21:59

it was my daughter fault she walked backwards into him while reaching something from the bottom shelf.

Your two posts about your daughter tonight are very odd.

GeorgesMarvelousCalpol · 02/09/2024 21:53

Bethany34w · 02/09/2024 21:43

To explain a woman made a scene in store and threatening to report staff member for inappropriately touching my daughter, it was completely not the case as it was my daughter fault she walked backwards into him while reaching something from the bottom shelf. Me and my daughter and about 5 eyewitnesses all explained this to her but she wouldn't listen. There was no wrongdoing with the member staff I don't think she reported it as I watched her leave without speaking to anyone but I just wanted to contact them to double check and make sure this crazy woman did not report anything. I did not want or ask for £50.

Thanks for clearing things up.
It sounds like the woman was all talk, so wouldn't worry too much.
If you wanted to you could talk to store management, they would be closer to the issue.

Swipe left for the next trending thread