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.

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

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?

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

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.

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

😂

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

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

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

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.