M&S store employee made an 'instore online' order for me but when I went to collect she had ordered the incorrect item (confirmed by trainee staff member). Time sensitive purchase as I wanted to wear the joggers travelling next week. Luckily I opened the parcel while still in the store. I was shocked, annoyed and frustrated. The employee 'in training' was unable to process the refund and said 'sorry', His more experienced colleague processed the refund. There was no eye contact; no comment or apology: for me her attitude felt like 'I really couldn't give a hoot'. An offer to re-order was pointless when she confirmed it would not arrive in time for my trip. So my experience of customer service today, in Galway M&S, was non existent. As they say 'it's the manner not the matter'.
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