Situation with m & s

[Bethany34w]

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.

How do you know they're not investigating tho? When in retail if I had a serious incident involving the customer I couldn't tell the customer that's Mary she's off her meds, or she's got political views that mean she's cantankerous, or that she's on a stage 4 sanction or she's been sacked. That's private.

They didn't say they were looking it specifically they just said comments have been passed on

They can't tell you for gdpr reasons

You say we will investigate and report back with the outcome. Its not difficult but of course its easier and cheaper to give a £50 spent in store anyway to fob people off. It's really common and all about money.

What's gdpr I sort of need to know, I feel like they have an obligation to assure me that this has been dropped and nothing has come of it.

There's no power on this earth that would have me telling a customer the outcome of an investigation. It's just inviting opinion and a perception that customers have anything to do with HR with they don't.

They probably can’t or don’t want to assure you of that though.

They can't and won't tell you anything beyond they've noted your complaint and passed your feedback on. They won't tell you what they are doing re.investigaring.

Never going to happen. You need to let this go what ever it was.

But the thing is i didn't make a complaint I'm not asking for an "outcome to a complaint" it's more complicated than that.

And I don't understand the £50 giftcard what's it for exactly

What is the right outcome? That's for them to investigate and deal with.

You need to start from the beginning.

What happened to make you write to them in the first place?

I can’t see how they would be under any obligation to let you know the outcome when you haven’t made a complaint, all you have essentially done is made a comment? But you could always go back to them and ask to be told the outcome.

The £50 gift card is a gesture of goodwill.

Agreed, the original post makes absolutely no sense.

I'm very confused 🫤 You wrote to them to tell them NOT to investigate something?

Nobody can offer advice based on the limited info you’ve posted.

You should not be informed about staff matters- none of that is your business.

Something happened, you let them know, they have said they will pass on your comments and have offered you £50 as goodwill. That’s it.

I doubt they'd give out £50 vouchers if they didn't realise they were in the wrong. They won't tell you outcome or the complaint, take the voucher and trust they understand the severity and that's why they've compensated

I wonder how many people reading this post are now going to chance their luck with a fake complaint to M&S in the hope of £50. Get this taken down.

Am I reading that your daughter is in trouble at work? Or has had a situation at work? And you, her Mother, have taken this to Corporate?!

Was it an incident in store involving a member of staff or something else? I think you’ll have to give us more details as everyone is rightly assuming it was a complaint about a colleague.

I’ve recently complained to M&S and didn’t get offered a giftcard though!

I think this is it.

Omg I really hope not! How embarrassing if so.