M&S Simply Food

"I bought a suit on the 11/01/2023. Tried it in the fitting room had no issues. However I wore the suit once to go about my day to day basis and found out that it was actually abit small when I’m sitting on my desk and doing my work so I decided to return the item. I went in today to return it and explained to the till assistant that I would like a refund. She said no because I have wore the suit. So I asked to a manager. Jenny came along and told me the same thing that they won’t be issuing a refund because I have wore it. Found this quite strange because I work in the same sector and that’s definitely not how things go. So I asked for her head office number and she gave me the customer service number. I walked out the store and made the phone call and was speaking with Lucas from the customer service team(very helpful) I stated everything to him and I also made him aware that they haven’t checked the suit or my receipt but we’re happily refusing to issue a refund. Lucas told me to go back in the store so he can speak to Jenny. He spoke to her and she wasn’t happy with what he was saying so she went and consulted her deputy manager. 45 mins go by and finally the deputy manager came over to speak with Lucas on the phone. The deputy manager Lindsey or lindsay however she spells her name was trying to educate me that the labels are off and they don’t usually issue refunds for this type of matter (breach of statutory rights) they finally see the suit 45 mins later of me trying to get a refund and see it was in sellable condition. Regardless if the tags were on or off YOU CAN ISSUE A REFUND. I had the receipt and tags and also the suit in good condition. I would just like to thank Lucas from customer service for helping me out with this issue and I proceeded to make a complaint with him about this store and assured me that they will be getting refunds procedure training. At the end of the day I went in and got what I came for. There are laws and policies to protect us from these type of instances and they are just trying to bend the rules. AVOID AT ALL COST. RUDE STAFF! Their egos were probably hurt."

"I was in braehead doing shopping with my wife and mother in law and they went to the M&S cafe while I went and did some shopping. Once I finished I went to meet with them in the cafe. There was a long queue but I wasn't buying anything so walked through the restaurant only for a female from behind the counter to shout out at me. The entire restaurant turned to look at me as she challenged me for not waiting in the queue. I explained I was only going to speak to someone and met my wife at her table and quickly left. An embarrassing moment that could have been avoided."

"Staff could not be bothered to help. Extremely dismissive. Refused to return an item they'd sold less than 24 hours before (work trousers) that hadn't been worn other than to try on. Overall poor experience. Had asked for help in store and was told, "uck, they'll be over there somewhere". Couldn't be bothered to check if item was in stock or assist me. Engagement with a customer seemed to be a complete stretch."

"My daughter went into the lingerie… My daughter went into the lingerie changing room with items to try on, also Xmas gifts. The girl working in there around 11.30am was very rude, long dark hair stoney face. She asked if she could drop the bundle on the chair to take in only the trying on items. She was told no give me the stuff il take it, but she had gloves, hats, scarves hanging off her finger, some items on hangers hanging from her jacket and items over her arm. My daughters slightly disabled and is slow. This girl was very impatient with her and I’d say not very nice. However after a visit to the food store our service was lovely. Surely there’s that many e employed that you can find better staff or put these unprofessional ones in the stock room. Won’t go back here."

"I was in the store this morning, and could only find three tills open on the ground floor. The tills at footwear were closed which meant the only tills open were at the other side of the store. I did a quick count of how many customers were in the queue and there was a good 20, l do realise that some of them were couples which possibly meant 15 were purchasing customers. Not good enough !!!!!!!!!!! Confirmed why l shop online."