It’s not amore

An email arrives from M&S.

“Dear Customer

Thank you for making a recent purchase from the Marks & Spencer website.

At Marks & Spencer, we value your feedback and would like to know your views about the recent purchase you have made from our website….”

Given my experience with my first (and last) online M&S purchase, I was more than happy to share my views. Such as: why allow someone to order unavailable stock? Why not warn your customer that delivery is not in fact happening on the designated day (for which they have paid an extra delivery charge)? Or why decide to hold back the whole order when one item is unavailable, without consulting the customer?

Whether M&S will enjoy having received this is another question, but they did ask….

1 Comment »

  1. amore said

    What an insightful post / Che post perspicace .. grazie

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