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.