A complaint about Marks & Spencer

Status: Approved

#Discrimination #CustomerService #Communication  Furious Disgusted Offended 

Kindly shared by Anonymous

What happened

Whilst wearing a sunflower lanyard (hidden disability) a member of staff deliberately placed herself between me and the shelving. I was also wearing a mask and gloves (before masks were mandatory). I explained that she should keep to social distancing. She said ‘disabled people should stay at home’ I said I would complain about her. She said ‘nobody will care because I am black’. The store manager did not do anything merely saying it will have a word’ with the staff member concerned. Customer services said my complaint would take 3 days to log. Do the senior management not care that their staff insult and discriminate???

What I wish had happened

The police should have been called by the duty manager as this is classified as a ‘hate crime’

Where this happened

In Person - Wimbledon centre court branch (food, wine department)

Marks & Spencer Customers

Most talked about by Marks & Spencer customers

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How this makes Marks & Spencer customers feel

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Low
33% Communication
Feelings:

Furious

Disgusted

Offended

33% Discrimination
Feelings:

Offended

Furious

Disgusted

33% Customer Service
Feelings:

Furious

Disgusted

Offended

Department Store Customers

Most talked about by Department Store customers

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Low

How this makes Department Store customers feel

High
Low
33% Communication
Feelings:

Furious

Disgusted

Offended

33% Discrimination
Feelings:

Offended

Furious

Disgusted

33% Customer Service
Feelings:

Furious

Disgusted

Offended

Most complained about Department Store companies

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Low
  1. Marks & Spencer

Most complimented Department Store companies

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