Monday, 2 December 2013

Special Offer? Not Quite

They've had a special promotion on at M&Co recently, 50% off Selected lines. Quite a saving isn't it. We're a bit limited for clothes shops where I live but I do like this shop and always like a browse when I'm in town. I went in twice on Saturday, once when Amy was in the hairdresser's and then again when I'd collected her and she wanted to buy a gift for her friend. (Another blog post in time, but when we got home we discovered that Amy had left a bag with shopping in it, in M&Co so I rang them to make sure they had it, which they did, and said I'd pick it up the following day, which I did.) When I was unpacking the bags I had a quick look at the receipts and noticed I'd been given 50% off my items the first time I went in (on my own) but had paid full price for the items I bought the second time (with Amy). I remembered the promotion was advertised as "Selected Lines" but thought I'd query it anyway, when I went back in on Sunday to collect the bag we'd left behind.

Two young girls were pottering about the store when we went back, both looking as though they'd rather be anywhere than in M&Co. They both went to the counter when I approached it and one of them gave me the bag I'd gone in to collect. I thanked her very much then took the receipts out of my handbag listing the items I'd bought the previous day. Neither girl made a move to take the receipts from me until I more or less shoved them under one of their noses, insisting they look into it. Meanwhile, the other stood behind the counter and looked at me as though I was completely stupid. She can't have been more than 20. The girl checked the items on the receipts and confirmed my second lot of purchases didn't fall under the promotional offer (typical). Perhaps in my previous life I would have taken the receipts back and just left the store. But me being the new me, pointed out that there were signs and labels all over the store telling customers of this generous promotion yet it wasn't clear which items were actually on offer. It was misleading and confusing, which I also told the now-sour-faced assistants who weren't happy that a customer, a middle-aged woman at that, had had the audacity to question the store's promotion.

The one with a face like thunder told me, rather abruptly, "We're confused as well. Loads of customers have asked about it." Then the other one said, as she gave me the receipts back, "It finishes today, thank god. Been a right pain." So I once again pointed out that offers like this should be made much clearer to the customer and perhaps they should pass this onto management for the next promotion. The girl who'd had the receipts then turned her head away and muttered, "Like it says, it's on selected lines." And she didn't bother to look back at me. By this time the other girl had walked off.

So. The customer is always right?
Or is that a myth these days?

I will be writing to Head Office. I've been a loyal customer of M&Co for many years now and I'm sick of poor customer service.





30 comments:

  1. It's a cheap store selling cut price "wear once and throw away" fashion who under pay their staff - those two girls who served you are probably on minimum wage, working long hours with 15 min tea break to get over the angry customers. The problem lies with head office not bothering to train or brief the girls adequately on the promo - but then why would they? It would cost them to much to bother training the staff properly, they're just as throw away as the tat they sell. Not to forget, it's most likely to have been made in shocking conditions to start with! Chose wisely where you shop - customer service is no longer paramount, a quick profit is all that matters, not the staff and certainly not the customer! Your £12 top at half price for £6 would still be giving the people at the top profit - think about what that means to everyone else in the shopping chain.

    ReplyDelete
  2. Sorry, but I disagree that it's a wear once and throw away fashion store. I've bought many items in here and been very pleased with them, and had them for years. I think this is simply a matter of difference of opinion, rather than a fact...

    I couldn't care less if the staff are on minimum wage either, this does not give them an excuse to speak to and treat customers like they are unimportant. The money that customers pay for goods in these stores are paying these girls' wages - and that's something assistants should start remembering.

    ReplyDelete
  3. I have never purchased anything from M & Co so I really can't comment on the quality of the clothing but I really fail to see how the cost of something has any bearing on the manners of the staff. In our local pound shop the majority of the staff are always courteous and helpful.
    Sadly it seems to be an all pervading attitude that the customer is purely a nuisance who interrupts the converstation of shop staff, heaven forbid you should require their attention or even warrant eye contact when buying anything. In some shops they barely deign to tell you the total of the shopping whilst they hold out their hands.
    It's wrong, it's rude and it is inexcusable. Customers do pay their wages, firms do rely on repeat business. As long as people allow this sort of behaviour to carry on unchecked the longer it will carry on. Good on you for taking a stand, I hope that they are sufficiently apologetic.
    Incidentally, I can't actually imagine paying any amount of money for clothing and only wearing it once; that kind of self indulgent waste seems to be a popular attitude also!

    ReplyDelete
    Replies
    1. It is a matter of opinion of course, but I like M&Co and find the majority of their items to be good quality. Customers are often seen as a nuisance these days, and I certainly got made to feel like one on Sunday I can tell you.

      Delete
  4. In Our shop, the customer is Always right! Always....You should have said since neither one of them knew which were the selected items, you wanted the 50 off on the second receipt as well...after all, you DID buy the "selected items" and if they give you a fuss...tell them them to THEN tell you what the items are!
    Just go back Anyway, walk in and tell the shopkeeper no one gave you the 50 off on that receipt and you didn't notice 'til you got home...end of story. Do Not volunteer any further info...
    ((HUG))

    ReplyDelete
    Replies
    1. That's exactly how it happened, Donna - I didn't notice until I'd got home but I would have queried it next time I went in anyway. If there's one thing I hate being, it's ripped off!

      Delete
  5. Was there nothing on the price labels of the things you bought to indicate whether they were part of the promotion? Poor service is unforgivable, you're right to complain.

    ReplyDelete
    Replies
    1. There was nothing on any price labels - it was literally just those tickets that they hand on rails and there was no clear indication what was on offer and what wasn't. Even the assistants didn't know what was a sale item!

      Delete
  6. I'm frankly appalled by the comment made by your first reader and totally agree with the 2nd reader - if staff can be friendly in the Pound Shop, where's the difference? There is NEVER an excuse for rudeness if you work in customer service - the clue's in the job title.
    Tat? M&Co - I don't think so. OK, it's not top-notch designer stuff but to say, 'choose wisely where you shop' smacks of snobbery and the expectation that spending more money guarantees you the right to being treated well.
    Sorry, totally disagree.

    ReplyDelete
    Replies
    1. Thank you for this comment, Amanda - you have taken the words out of my mouth to be frank. I welcome all comments on here and also welcome a difference of opinion, as you know. There is most definitely NEVER an excuse for rudeness, and quite frankly, it wouldn't matter to me whether I was buying a pound item off a very tacky stall; I would still expect manners and good customer service. And yes, I agree with the M&Co comment also. It is not tat. And I like their clothes. If that makes me a lesser person then so be it.

      Delete
    2. Service is really going down the swanny, as I even found with a Santa experience at London Zoo, which like you I got off my chest by blogging about it. I hope you contact Head Office. Haven't decided if I will yet.
      Liska xx

      Delete
    3. I haven't written to them yet but I really should. This is just not acceptable. We have a very limited amount of women's clothes shops in our two local towns and M&Co is by far the best in terms of quality. I suggest the townies and city slickers don't move to the country as they may be disappointed with the choice. But for a country bumpkin as myself, the choice is fine, though I still expect customer service to be as good as it would be on Oxford Street.

      Delete
  7. In the world of retail, I'm sure it doesn't matter whether you work in the U.S. or in the U.K.; these young women probably get paid peanuts for their time and surely have to put up with a lot of annoyances - both with customers and with their supervisors, which I can attest to after putting in one holiday season at Target that soured me so much I will never go back (and I now of course have a much kinder attitude toward sales associates, having been one myself).

    Still your stance on the promotion was no doubt spot on! I would be mad too. This is one of those times I say WHY EVEN BOTHER HAVING A SALE? If it's only going to become a nuisance to both the customer and the worker, then is it REALLY worth it? I don't see how it can be.

    ReplyDelete
    Replies
    1. But Sabrina, it really shouldn't matter where they work. If they are dealing with the public, selling goods to the public, that means we, the public, are paying their wages through what we spend in their store, therefore, customer service should be second to none. Forget the fact they get paid peanuts. So do I, but I don't speak to my customers who I sell crops to like they are unimportant and stupid. It's disgusting.

      If the sale had been done properly it could have been one of the best promos ever. As it turned out, it was one of the most confusing!

      Delete
  8. Oooh, passive aggressive. I hate it when they talk at you without looking you in the eye.

    ReplyDelete
    Replies
    1. Exactly. I think that was just the icing on the cake!

      Delete
  9. I personally think it was a gimmick to just get you back in there and there probably wasn't a discount on anything. Sorry if I 'm coming across as cynical.
    Maggie x

    Nuts in May

    ReplyDelete
    Replies
    1. Not cynical at all, Maggie. I think many of these stores run gimmicky offers, just like the supermarkets do.

      Delete
  10. I love M&Co and am always in our local one. Shame about the bad service, I hope you get a positive response from Head Office - although obviously it's not good that you're in that position in the first place :(

    ReplyDelete
    Replies
    1. Thanks. I think it's just a fact of life these days that customers are often in these positions, and it really is unacceptable.

      Delete
  11. This is very rude treatment of a customer and I am glad you are writing to the head office! I absolutely love your header! I have mentioned the lack of good customer service on several of my posts on my blog and how I miss the good old fashioned, friendly and polite customer service of days gone by.

    ReplyDelete
    Replies
    1. Thank you for liking my header; taken on my farm earlier this year.

      Yes, where has that good customer gone and why do people think it's okay to be wrongly treated depending on the store and the pay packet? This baffles me!

      Delete
  12. "On selected items" (in small print) when the store is full of "SPECIAL OFFER!!!" signs usually means that there is one rack of leftover dowdy stuff that no one wants that's included in the offer. everything else is full price. In other words, it was just to get you into the shop.

    ReplyDelete
  13. That may be the case usually and I've found it often. But the first time I went in on Saturday I bought a really lovely and very good quality blouse that was half price. There were signs on all the racks in the store so I think it would be fair to assume the majority of customers would have thought many items were included in the promotion.

    ReplyDelete
  14. I think you assumed as I would have, Crystal, and big applause for you for pursuing this. It seems like you've got the same could-care-less attitude in stores we have here. It's one of my hot buttons. I mean, stores complain about sales, but, then, when one goes in to shop, the attitude is frightful. I live in a village (seriously!) and have pretty much stopped shopping here as too many shopkeepers acted like a customer was a bother, not even saying 'hello' when one walked in.

    ReplyDelete
    Replies
    1. As I run a business myself, I treat others how I like to be treated myself. So when customer service lacks it perhaps irritates me more. There is just no excuse for it. None whatsoever.

      Delete
  15. All News updates about Forex Business, Latest Currency news updates, latest forex trading business updates, trading updates, forex trading latest news, forex brokers directory, forex brokers list, Dollars news affairs, Stock Markets, stock market news, stock market analysis, technology news, international forex markets, international forex business news and all updates about Forex Trading
    ForexAffairs.Com

    ReplyDelete
  16. Many peoples want to earn money on internet without any investment but there is many online jobs which have many investments. Now you can earn without any investment with Just clicking and Earn daily upto 10 Dollars.
    Join this Best opportunity to make money online without any investment or Charges.
    HotProClicks.com

    ReplyDelete
  17. Make Money Online Without any work, You can Invest as low as 1$ Dollar to 100$ Dollars and Get Daily profit of 2.50% for 90 Days.
    Minimum Withdraw 1 and Instant Payout with PayPal, EgoPay and Perfect Money
    Join Now
    http://www.hotfxearnings.com/

    ReplyDelete
  18. Classified Sites, Pakistani Classified Sites, USA Classifieds, Indian Classifieds, Entertainment Articles, Entertainment News, Entertainment Pictures, Bollywood, Hollywood and Lollywood Pictures and Videos, Entertainment Latest updates, Hot Entertainment News and Pictures Funny Entertainment Pictures, lol Pictures, Funny Pictures and Much More Fun Only on 1 Current Affairs Network
    hotcurrentaffairs.com

    ReplyDelete

Thank you for leaving a comment. I try my best to reply to each one individually.