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to expect polite & pleasant service from M & S not an angry rant from a stroppy teenage staff member?
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(54 Posts)
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popped into my local M & S food hall in my lunch-hour and mistakenly thought it was reasonable to ask for help from a customer assistant as I hadn't used their self-service check-outs before.
I couldn't get the bloody thing to work, not helped by the fact that I was laden down with a heavy laptop and files, was late for a meeting and there were no bags/baskets for my stuff..
Anyway, scanner wasn't working for me so assistant came over as requested, but grabbed the stuff off me rather impatiently and remonstrated with me that I wasn't listening to instructions. I explained politely that she hadn't shown me how to use it. She told me off again at which point I again politely but this time firmly pointed out to her that i was
a) merely asking for her help
b) actually a paying customer and didn't expect her to get angry with me.
She retorted that she was, quote "angry with me for not listening"!! wtf?! Where does a slip of a girl get off on feeling it's acceptable to get
angry with a customer asking (politely) for her help?!
I appreciate this is hardly up there as a majorly significant awful event of my life but I'm enraged that this casually rude and downright aggressive attitude is seemingly acceptable on the high street.
Is it my pmt over-reacting or is this v unreasonable??
My rant over now. I shall go and get a life...
"You certainly don't expect it in M&S...Lidl maybe..."
Can I just say here that I have always found Lidl staff to be more polite and helpful than any other supermarket staff!! They have removed ASBO type teenagers who were hassling us (kicking my 9 year old DS1 and tripping my 7 year old DS2) from the store and the manager didn't get stroppy last week when I complained about something that they weren't even doing wrong! They are always cheerful, helpful and friendly.
Please don't assume that a 'bargain' supermarket will have poor standards in their expectations of their staff!
YANBU. I complained to M&S after a similar problem and they were very good - sent me lots of lovely vouchers
.
They told me that they had told the sales assistant that her behaviour was completely unacceptable but they didn't sack her (and I certainly wouldn't have wanted them to) so you don't have to worry that she will lose her job if you complain.
I was rude to an annoying customer many many years ago, when I was a stroppy 16 year old girl on the deli counter at tescos.
The customer complained and I was hauled into the manager's office and verbally warned that this was totally unacceptable.
I was devastated and very embarrassed and I was never rude to customers again, I can tell you.
I actually ran into the manager the other day and we had a good laugh about it and she said the worst thing about her job was having to manage stroppy teenagers!
We never met him, but he dealt very quickly and nicely with our problem.
I've met Sir Tom Farmer, he's a very nice guy
.
Yes you are worthy. Dh once complained to Tom Farmer, the MD of KwikFit, when they failed to tighten up one of the wheels on the car, having had all 4 off to replace the steering brushes and pads. Luckily dh noticed before we hit the motorway, and the wheel came bowling merrily past us, but it caused some sort of ongoing problems with that wheel, and when dh complained to Tom Farmer, he was refunded a quarter of the money he'd paid for the initial work.
really, for this?!! Am i worthy and isn't he too busy going on the Today programme/sorting out their christmas season to deal with such trivia?!
With this sort of thing I tend to go straight to the top of the management tree.
An email to stuart.rose@marks-and-spencer.com might help.
Well, to be fair to M & S, I've got an apology and a literate one at that, albeit from a "no-reply" email. Wonder whether it'll
really be passed on to the store though and whether they'll bother to track her down? No voucher offer either!
Thank you for taking the time to write to me about the poor experience you are had with a member of our staff within our store. I am very sorry that you felt upset about the service you received and the manner in which you were spoken to by this person.
I am taking your comments very seriously because at M&S, friendly, helpful and courteous service is a real priority. We want you to always feel welcome whenever you visit any of our stores and to receive excellent service.
It is extremely useful for me to have received your email which I will pass on to our Store Manager. Your comments will demonstrate where we have not got our service right, enable us to look at the situation and work out how we must, and will, do better. I am certain he will take the necessary steps to ensure that all our staff are offering our customer the proper service they expect and deserve from us and ensure training is issued in the areas that are highlighted if appropriate.
I hope you will accept my sincerest apologies because we welcome and sincerely appreciate any comments which help us to improve our service. I would like to again sincerely apologise for any distress that this may have caused and assure you that the necessary steps are taken to ensure all our staff are offering our customers the high standard of service that they expect.
Kind Regards Michael Whiteside
Marks & Spencer Customer Services
DH works for a large bank in HO. Whilst out on a branch visit in SE London he witnessed a cashier get involved in a shouting match with a customer before coming out into the banking hall and having a fist fight!
Needless to say this man's banking career was somewhat short-lived.
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