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I went into M&S store in Bexleyheath this afternoon around 12.20ish to look for a specific shacket/j

I went into M&S store in Bexleyheath this afternoon around 12.20ish to look for a specific shacket/jeans jacket for my wife as it shows online this store has some in the size I wanted,I found the jacket in a bigger size so I cared it towards the till where I seen a young female M&S staff standing by herself so I approached her and asked if she could check if there’s a xs size in the jacket in store,she told me she is serving someone,then a Asian female customer walked over and said something to her,I said I didn’t know she was busy and offered to wait,but she said the jacket I am looking for there is more by the entrance and I should check there,I thanked her and went to check where she said but found a total different jeans jacket so I returned to the same staff and told and showed her the jacket was totally different and didn’t she see the type of jacket I showed her that I was looking for, she admitted she didn’t,I then told her that she had made me feel like I was trying to push in early when i first approached her when in fact she was on her own and not serving anyone and didn’t like the way she dealt with me,she said said she had listened to me and there was no more to talk about,I told her that I would like to speak to a manager, she said said she was sorry.i said i didn’t accept her apology and could she request a manager for me.she went over the till and spoke to an older white woman then she returned and told me there was no manager available,I asked why was one not available she said they was all in a meeting then a black security man came over and spoke to the older lady at the till and came over to me and the young female staff and spoke to her and she gave him a brief description of what happened,he then approached me and apologised and said she’s sorry and there’s no manager available and I should just leave it,I told him I would get the store customer service number online and make a complaint and do a online review of my bad experience here,he then said he will take me to a manager in the food department which he did,a man called Stuart who didn’t have a ID information on his lanyard tag,Stuart listened to me and got a female colleague manager to join us and I told them what happened, they agreed to investigate my complaint,I asked for a reference number for my complaint and asked will I be updated with the outcome,they said no they don’t give any complaint reference number and I won’t get any disciplinary outcome because of data protection but they Will look into it,the white female manager said her partner is a black man and it’s not racism,I also made the managers aware that I felt like staff had called security staff for me like I was causing problems or something, it felt like I was being racially profiled as there was no reason for the security staff to be called apart from the till staff who called for security felt threatened for no reason, and then the security staff was trying to intimidate/convince me to leave the store without seeing a manager at first.
The manager Stuart did try to find the jacket for me but it was not available in store in the size I wanted.
I am really upset at the bad treatment I received in that M&S store it feels like I was being racially profiled and customer service was non existent, not what I expected from a big store like M&S,I have been shopping in M&S since my teens and I am in my mid 60s now,I will definitely not be shopping there again,terrible experience very rude staff.

Date of experience: Apr 09, 2026