Marks and Spencer - AIBU

[potter5]

Bought cardigan half price in the M&S sale. Purchased online. They delivered the wrong colour. No longer available in the colour I wanted. M&S sent me email requesting feedback for my purchase. Obviously I wasn't happy and scored 1 star (would have been no stars if I could). Received email today advising they cannot publish my review as the 'moderator' did not feel they could publish my review in which I mentioned 'poor' service. Am I unreasonable to think that they should have published my opinion and only publish the 'good' reviews?

Yabu

Those reviews are purely for the item of clothing. Send them your complaint by email. You should at least get your postage charge refunded.

But this is about the cardigan. 1 star because it wasn't the colour the OP thought she would be getting.

No. The reviews of the cardigan are supposed to let prospective purchasers know what the cardigan is like. This 1* doesn't help at all. Because the problem is a one off picking and packing error, and doesn't tell anyone whether the cardigan is a good fit/good quality/anything else. It doesn't even tell anyone that they'll get the wrong colour of they order it, because they won't. It was a one off error.
There are other places where one can review the M&S's online service, and where that review would be helpful and appropriate.

Everyday sexism is a reference to calling me hysterical not to M and S failing to publish the OP’s review.

poor reading comprehension pot kettle black

Sure sure. Anyway, on this next claim of yours:

But it’s pretty clear M and S aren’t really interested in women’s opinions.
Please show us your working.

I'm surprised that a man reviewing women's underwear has upset you so much. U ok hun?

I loath companies who wont post reviews and refuse to use them.
Makes me wonder what they are hiding.
If they can put reviews for items on their website why cant the put reviews for service too?
Again makes me think they are hiding something.

If you want to review the service, you need one of the review sites that reviews the company.

Well no, because reviews of the company should be on the company website. I shouldn't have to go trawling around the internet to find them. They should be right there where I am when I am deciding whether to spend my money with them or not. If their service is great, what have they got to hide? If they use a good, reliable courier company, again, what have they got to hide? But if their customer service is poor and the courier they use is unreliable, I want to know that before I make a purchase from them. And I shouldn't have to go looking on another website to find it.

That's all fair enough but it still doesn't mean that they were wrong to reject a review of the customer service when they have asked for an opinion of a pink cardigan or a black bra or duvet cover or whatever. They make it clear when they email you asking for feedback that they are asking for a review of the item itself. Giving an opinion on the courier service or the customer service doesn't help another customer form an opinion on that particular item, especially if they only look at the average star rating. They don't refuse to publish negative reviews of the things they sell, it's just that you have to be giving your opinion on the actual product.

If someone is reviewing a film, they're not giving their opinion on how comfortable the seats were in the cinema. Off topic reviews are part of the reason why sites like Trip Advisor are such a nightmare to get useful information from. You see a handful of 1 star reviews and then you read them and see that people have given a hotel 1 star because the train broke down and they were late arriving so they were too late to use the spa facilities. Frustrating yes, but doesn't give any indication of the quality of the hotel.

I do get annoyed with Amazon book reviews when someone says, 'Ordered as a gift. Arrived promptly.'

Phone customer services. They were really good when something was incorrect in my order. Sale stock had gone and they refunded me the item and said I could keep the wrong one.

John Lewis recently sent me 8 Emma bridgewater plates. The packaging and delivery was so poor that 3 of them arrived smashed. They didn’t publish my review commending the strength of the plates in that 5 of them managed to reach me intact despite the box arriving upside down, with nothing to tell the courier the contents was fragile.