AIBU to think there is nothing wrong with this review and M&S should have published it?

[bolognaiseforbreakfast]

Mum bought some M&S knickers online. They arrived. This was her review:
"Sadly disappointing!
I had expected this product to be cotton based. I also expected two for price of one as advertised. Finally I find that your sizing has gradually got larger until I think I shall have to try a size 6 in future. Your customers should be warned about this - (perhaps centimeters or inches should be given) as well. I have shopped happily at M&S for decades and now find the experience depressing."
M&S said the review "did not meet our guidelines" and rejected it - i.e. would not publish it. And then did not respond to the substance of the complaint either. AIBU to think M&S being unreasonable?

Its only supposed to be a description about what you bought, nothing about your experience so nothing about two for price of one and nothing about how she felt about her shopping experience.

"I also expected two for price of one as advertised."
I'd expect that would be the bit that caused the problem. It's opening a dispute rather than reviewing an article. Shouldn't she have phoned customer services about this? Did she not notice the price she was being charged before placing the order?

I wonder if it's because she mentions lots of things that she could have checked herself? They give material information, size measurement s etc. online. But it's not abusive or anything, so it's weird not to publish it.

John Lewis wouldn't print a review of mine once because I'd said the product wasn't suitable to be used with a certain item. The description didn't say that. The staff on the phone line didn't say that when I called to ask them - in fact they actually said "yes it will be fine". I felt prospective customers should know that actually it wasn't fine and they'd end up with the bloody thing blocking their hallway for 2 weeks until JL could be arsed picking it up Apparently I should have stuck to reviewing the product, but the product wasn't described properly!

It's meant to be a product review, not a customer complaint forum. Or a general chat about M&S.

It's a bit petty! (the review not M&S). Also "I expected them to be cotton based" - didn't she check the product description prior to purchase? For example if you click on the 'more details' for this lovely pair of big pants here you will find that they are specified as 95% cotton and 5% elastane

Vanity sizing has gone so far now that it's not just an irritant but now a complete obstacle to the smaller lady. If today's size six is yesteryear's ten, where are the old eight and sixes supposed to buy clothes?

I think it's because the things she complains about - the fabric, if the measurements etc are in fact provided, it's a misleading review. If I was a retailer, I wouldn't want others not buying the product because they thought key information was missing.

On the other hand, it sounds like your mum got rubbish service if she only received one of a two-pack promotion so I hope she complained to customer services so they can put it right for her. And I think the vanity sizing point is fair too, but if they provide measurements, there is clear evidence what size they are. Hope she ends up with something she likes better!

It's totally random. Either the people employed to check the reviews don't understand the guidelines themselves; or they just reject a set number per day or something.

I've seen published reviews that discuss price, individual stores & delivery times, & that mention other companies by name - all supposedly in contravention of the guidelines.

I also had a review rejected once that didn't breach any of their guidelines & was entirely positive. So I wrote exactly the same thing, resubmitted it & it was accepted. I can't be arsed any more, though.

Thanks all! Some very good points. Am now sending thread to mum...