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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think that Marks & Spencers closing their dressing rooms is absurd

181 replies

paulaplumpbottom · 30/12/2009 11:03

I was in Marks & Spencers yestaerday and saw a couple of really cute dresses so I took them to the dressing rooms to try them on. The dressing rooms were closed. The sales assisant then told me that they now close them during the sales. I explained to her that yesterday was a rare day when I didn't have my very young son screaming his head off and that returning it would be a hassle. She rudely refused me even though i'm a really good customer and shop their daily. I don't understand how this policy benefits their customers. I felt really angry. Am I being unreasonable?

OP posts:
Kaloki · 31/12/2009 11:46

I do remember wanting to go hide under a pile of sale stock in a corner and cry during sales. People are scary during sales!

ruddynorah · 31/12/2009 11:51

hang on, i just remembered THE worst bit..the shoe department in sale. aka, one big pile of odd shoes.

Kaloki · 31/12/2009 11:54

I ran the shoe department at River Island, as far as I can tell people like stealing 1 shoe out of a pair. Funny cos I never saw any 1 legged people.

fiveisanawfullybignumber · 31/12/2009 12:14

Simple answer, recesion, job cuts, M&S not doing as well, staff needed on the tills to keep queue's down. Don't be so quick to judge retailers.
DH works for a telecomunications retailer, he's had to loose many staff this year even though his store was doing well. Parent company not doing as well. Yesterday he only had 2 full timers in (inc him) and 1 part timer from 12-3. He had no lunch (not break, lunch it's self!!) Customers still had to wait an average of 30 mins to be served.
Please think of the poor staff you are abusing getting upset with, they are human too, and probably very hard working and stressed atm!!!
And for the record, when customers turn up at our shop (p/t job) at 4.55 and we close at 5 I think it's damned rude when they loiter around. All of us are working mums with children to pick up, families to cook for etc.
Get a life, and please remember others have one also.

Original poster
paulaplumpbottom · 31/12/2009 14:38

I have somehow given the impression that I was rude to the staff. I was extremely polite.I should have said said something to her when she was so rude to me but I didn't. I've never been very good at standing up for myself

OP posts:
Kaloki · 31/12/2009 14:46

You haven't Paula, not at all. Unfortunately a lot of people are rude during sales, so when you've been yelled at all day it's a little difficult to be pleasant.

Admittedly I do think the staff should be polite as it's not the nice customers fault that the other customers are rude, and I know I always tried to. Sometimes it's easier said than done however.

Oblomov · 31/12/2009 15:03

Dh bought a suit of the peg on mon in M&S sale. bought jacket and 2 trousers becasue no trying on, so didn't know which one to get. We were surprised changing rooms not open. Know it costs alot to have them open.

Went in yesterday to return one pair of trousers. Me and ds1 queued for over an hour in customer service queue. Nightmare.

Woman in queue agreed it was just sign of times, recession, costs M&S alot, but that it ends up meaning shoddier customer service generally.

Oblomov · 31/12/2009 15:06

Talking of frightening behaviour in sales, I have been saddened by behaviour I have seen in the last week.
Between human beings. especially in the tesco and M&S and sainsbury's car parks.
saw it today. man shouting and swearing at woman.
frightening.

minervaitalica · 31/12/2009 15:10

No changing rooms = no purchase. I have always had this rule, but I still always manage to find a few things in the sale as a lot of shops do not close theirs.

I always have limited time for shopping and could not go back just to return an item that does not fit or look good. Well done for taking your business elsewhere Paula!

Wags · 31/12/2009 15:31

I am working in M&S over Christmas. Our store had their changing rooms open again today. They were closed for the first few days of the sale. Inconvenient I know, but you do get 35 days to take something back. Find it hard to believe that for one in 35 days you couldn't leave DS with your DH. If DS really has such a hard time in the shop could you not go every other day? Produce does last a few days and you wouldn't need a big fridge to store 2 days veg, milk etc.

Original poster
paulaplumpbottom · 31/12/2009 16:13

Wags even if I had the time, which I don't, surely it would be better spent doing something other than standing in a line in M&S trying to return something.

OP posts:
Divatheshopaholic · 31/12/2009 16:20

i never use changing rooms, trying all sorts of clothes in tiny little cubicle is hard work specially this time of the year.

clam · 31/12/2009 16:48

But you're prepared to stand in a line at the checkout 5 days a week, though?

Original poster
paulaplumpbottom · 31/12/2009 16:51

I go early and rarely have to stand in line so not really the same thing. Lots of checkouts only one customer service counter

OP posts:
babbi · 31/12/2009 18:04

In a similar vein to Paula .....

Fiveisa... said ..
"Simple answer, recesion, job cuts, M&S not doing as well, "

Well today M&S would have taken around 600-700 GBP from me today as I had gone in with the intention of spending that amount on kitting out the entire family....

Due to the ridiculously poor customer service in the store I left and will take my custom elsewhere.

Genuine question to those who work in or are knowledgable about retail - is it worth me complaining to perhaps let them know why they probably aren't doing as well ? Or are these large businesses just not interested??

Original poster
paulaplumpbottom · 31/12/2009 18:08

I always think its worth complaing. If nobody complains then they don't think anything is wrong. Where I am from everyone complains and if its not fixed people go elsewhere

OP posts:
Kaloki · 31/12/2009 18:17

Babbi > They may have got that much from you, but the markup will be less on the items you buy, so the takings may be high but the profit isn't.

When you say poor service? Was it rude staff? If it was staff etc then definitely write and complain, they'll want to deal with it. If it's the same issue as paula with the changing rooms being closed, you can complain but chances are they wont be able to do much about it, and the changing rooms should be open again very soon. The first few days of sale are the worst for things like that.

The complaints IME normally get passed down to the individual stores. I know the stores usually care a lot (head offices have varying levels of care about what customers want)

babbi · 31/12/2009 18:29

Changing rooms were open. I wan't buying sales items, they were at full price.
Problem was I had loads of stuff , say 30 + items but could only take 6 items into the fitting rooms.
All fine. She kept the other stuff aside for me while I tried on some stuff. Came back out and she had given it to another staff member in error to put back out on the racks.
So through gritted teeth I want back around the store spending another hour selecting the things that I had already chosen, getting correct sizes and colours again etc.
Went back to the changing rooms again to try 1 pair of trousers on DD.
I again gave all the extra stuff not allowed in the fitting rooms to same assistant and her supervisor asking them to make sure to keep it safe as I would only be five mins with DD at most and then would be going straight to the tills to pay for it all.
I could not and still cannot believe that when I emerged from the changing rooms again , the clothes had again been moved on !!
All I got as an explanation was oh well someone must have moved them !!

nappyaddict · 31/12/2009 18:36

River Island do it too. I went sales shopping in a pair of leggings, vest top and long cardigan. This meant I could try stuff on easily in the shop by taking off the cardigan and trying things on over the top of what I was wearing.

flockwallpaper · 31/12/2009 18:54

I have sympathy for the shop staff, especially during sales, but the customer is still king and these stores need to work hard to induce us potential customers to part with our decreasing disposable income. It's a difficult balancing act, but I think those in charge at the large stores should think carefully before cutting staff to the point where it reduces the quality of service.

Anyone that gives feedback to the stores is doing them a favour, after all, the alternative is that they just lose your custom without knowing why, but I don't know to what extent it would make a difference.

Original poster
paulaplumpbottom · 31/12/2009 19:13

I complained twice. I sent an email to M&S about the dressing rooms. This was their reply:Thank you for your e-mail.

I am sorry to hear you were unhappy with our decision to close the changing in
our stores over the sales period.

This decisions was made to make sure that all of our staff are available on the
floor and on the tills during our busiest period. We do not want large queues
forming at the tills as we want service to be quick and efficient to assist our
customers. We have done this for many years now and most of the feedback we have
received from our customers has been positive as it has enabled us to
significantly reduce queueing times. I understand your frustration in regard to
this so I have therefore passed on your comments to our executive team who
appreciate all customer feedback which can help us improve our service.

Thanks again for getting in touch and I am very sorry for any inconvenience
caused.

I also complained separatly by phone to their corporate office about the rude sales clerk. The lady said that she would contact the store manager immediately and play my recorded complaint to her. I don't know if this was done or not.

OP posts:
IMoveTheStarsForChristmas · 31/12/2009 19:18

YABU - they probably needed the extra staff on the tils during the busy sales period!

Kaloki · 31/12/2009 20:54

Paula So basically what everyone had already told you?

And they will pass on your comments to the store, every store I've worked in has received all feedback, good and bad.

Original poster
paulaplumpbottom · 01/01/2010 01:19

yes but that doesn't mean I agree with them.

OP posts:
clam · 01/01/2010 13:34

I usually find that sales staff are rarely rude, particularly in M&S, unless goaded by rude customers.