Remember Calmer Cat? She bought The Complaining Calf a birthday present. A walking roaring dinosaur. Except it didn’t roar. One very disappointed 6 year old. This dinosaur wasn’t just any old dinosaur this was a Marks and Spencer’s dinosaur. I looked on line to see if I could get another one, nope. None in Bluewater and none in Lakeside, our two nearest places.
So, I knew I’d get my money back. Obviously. But The Complaining Calf did want a replacement. So, I tweeted Marks and Spencer. I said I had a very disappointed 6 year old. They spent two days searching the country for a replacement. Now, why they couldn’t just type in the stock number and have all the M & S shops come up on the system in a few minutes I don’t know, but they did keep coming back telling me that they were still looking. But then, their online feedback/complaint process is utterly appalling too. (Not the people, the system).
They didn’t have one anywhere in the country! But while they were looking they said they would send a present to The Complaining Calf to say “Sorry”. They sent him this:
It had to be put together. The Bull helped with that. he said the instructions were rubbish. Make of that what you will……
Look at those scary teeth. I could cope with the instructions for that bit….
Anyway, I thought that was pretty good service and really going the extra mile. One cynical person said that perhaps my reputation went before me and got in their first….! Possibly, 🙂 but even though I am highly cynical, I haven’t (yet) written a post complaining about them, my ego isn’t big enough to think that Marks and Spencer staff read my blog! Who knows??? But I did think it was pretty good and so did The Complaining Calf. The only things about this though, is that that child is going to have a very distorted view of customer service as he grows up…….
This is the Calmer Cat in a presentation:
