I had cause to phone M & S customer support today. It is not a pleasant experience! The initial greeting is most unwelcoming - telling you immediately that this support is only for those who do not use their digital service. I do use that service, and have done so for a long time, but wanted to speak to a human being - just for once. Not only do they discourage such a contact, but - far worse - for those who do not, or cannot, use the digital service, the message seems to be that they are a bit of a nuisance. All very intimidating. Could they not adopt a more welcoming, helpful tone?I must add that the actual agent was fine when I got through. It's the M & S company attitude that needs rectifying. I haven't heard anything from them since the Cyber attack. No email update (promised to all online customers). And no Rewards (the envelope addressed to me contained my husband's Rewards, the envelope addressed to my husband contained those of a stranger). I know that M & S are focused on their company's recovery after the cyber attack but could they not spare a thought too for their customers' concerns?
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