My complaint:
I had worn my new trainers ( Grace side stripe ) once and the stitching at the front of the toe had started to unravel.
I returned them to MS at Forestside N.I. to get a replacement pair.
I luckily found my correct size and queued at the till with the original pair, my receipt and the new pair.
There were only 2 members of staff serving at the till and I had to queue for approx 5mins. Although I noticed this, I didn’t mind at all.
I was called forward to a staff member called ‘ Elaine ‘ .( I think her name was).
I explained the history behind the trainers and when I told her that they had only been worn once she retorted must have been a very dirty floor then!
Out of embarrassment I said Yes, I wore them on the train on a trip onto Belfast.
There was little to no conversation after that, just her haughty attitude towards me.
It wasn’t until after I had left the till area that I thought ‘How dare she!!
It was irrelevant the shade of dirt on the sole when they had only been worn once before they became faulty.
How was the colour of the sole relevant to the stitching starting to unravel?
The actual trainer was still like brand new and I feel that I should not have had to give her any explanation as to the colour of the soles when your product was faulty and this should not have happened after wearing them once.
Maybe she could keep her opinions to herself in future?
It was NONE of her business.
I was so embarrassed and felt like I was being scolded by a teacher.
I am a loyal customer of Marks and Spencer and this is the first time in over 30 years that I have felt the need to complain about a staff members bad attitude.
Suggested solution:
Discipline the staff member or at least bring it to her attention, then maybe additional customer service training regarding such situations.
