Paphos People

I was wondering what had happened to the lovely lady who managed Marks and Spencer Paphos shop when I was last in in October?

There is a new English manager that I had cause to disagree with this week and wondered if any one knows her??

I am a walking advert for M&S as I just love their styles and sizing for all types of wear.

However, I have not ever received such an attitude problem from any M&S staff until this week. When complaining about a cardigan (€69) that had acquired a hole after 30 mins wearing, I was refused an explanation other than it was my fault, and she proceeded to tell me how she knew that as she had been in this business long enough to know who was pulling the wool over her eyes (excuse the pun).

I have never taken anything back before unless to exchange sizes in all the years I have been shopping at Marks and am not in the habit of trying to be devious, but no way had a I damaged that cardigan, it was just a fault in the knit.

I left the shop feeling very humiliated and so annoyed that I shall never set foot in the door again, which is to my disadvantage as it is my favourite shop, and I will have to bring any new M&S gear over from Blighty in future.

I am really keen on good custmer service and it was not what was said that annoyed me but the manner in which it was said. Neither was it the money factor but the principle.

If you see a sad face in a darned brown cardigan you will know it is me.

If the lady in question happens to be a member of this forum you will know who you are and I am sorry to say that your manner is sadly both our losses.

Rant Over

Feel better for that



Chris

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"If you haven't got a plan, you don't have a map. If you don't have a map, you'll never find the treasure!"

Take your cardi back to a store in the UK. If your story is in any doubt, they will send the garment away to be tested. They can even tell if it has been washed, and with what detergent and at what temperature. Or, write a letter to Marks UK, as they are concerned about their image worldwide. I know the stores in Cyprus are franchised, but there is no excuse for bad customer service.
When we were shopping at the large Debenhams, there were staff from the UK interviewing and talking to Brits. There message was, if you shop here, expect the same sort of customer service as the UK.

Thanks LL

Sound advise, I have now repaired the cardi, but a letter to UK wont go a miss, agree.

Chris

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"If you haven't got a plan, you don't have a map. If you don't have a map, you'll never find the treasure!"

There has been a lot written about the M&S in Pafos over the past couple of years since I have lived here. I have to say that most of it has been bad regarding customer service when taking goods back. But I was under the impression that there was a man who managed the store, and he was the one who was under fire from complaints. Maybe the managers of this shop have to follow a set remit, so it is coming from a higher chain of command.

It has put me off shopping in there to be honest, because if I am going to pay Cyprus pounds for goods that are marked in Sterling, then I want to know that I will get the same customer service that goes with the mark up.

It does discredit the M&S name, and you could try contacting the UK head office. It would be a shame if they weren't interested in what happens under their name in international settings.

Don't hold your breath though. It is a bit like Nestle adding to the death of babies in the third world by pushing their products on people who have no clean water to mix them with. Some companies don't seem to care. Maybe Marks & Spencer will.

Verity.

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Verity.

Be who you are, and say what you feel, because those who mind don't matter, and those who matter don't mind.

http://coecyp.blogspot.com

Thanks Verity

There was also a guy in there this week, who infirmed me earlier in week that he had just arreived from Selfridges-Mancheter, Cypriot/English background.

When I returned he was very pleasant and straight away referred me to this Manager who then had an attitude problem.

Will write to head office and see where it gets me, they will know what a good customer I have been as even my one and only credit card is from M&S More.

It is not the money or goods, but the attitude that has offended me.

As you say won't hold my breath

Chris

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"If you haven't got a plan, you don't have a map. If you don't have a map, you'll never find the treasure!"

It is attitude that gets to me too, Chris. That is what got me about Thornton's (my topic about the delivery that failed). But now that someone has come back to me who has obviously tried to put things right I feel happy to give them another chance. It is all down to whether you feel you have been listened to, even if the outcome isn't what you would have hoped.

We have both worked in professions where dealing with the public is an everyday fact of our working lives. Some people do it well, others seem to miss the point. Happens in all jobs I suppose.

I hope you get some satisfaction.

Verity.

_________________
Verity.

Be who you are, and say what you feel, because those who mind don't matter, and those who matter don't mind.

http://coecyp.blogspot.com

Chris

there is a M&S in Limassol if you don't want to wait till you go to the UK. It is much bigger than the Paphos branch, its on three floors, therefore lots more choice and would make a good trip out

Helen

Being a teacher I chose not to work with other peoples children intead of being with mine as much as possible when they were little. So when my children were small I worked evenings for 12 years in a shop. I think that the problem nowadays with customer service is in part lack of training. Of course you can't teach common sense and people skills are not always a nature ability. I get quite annoyed when 2 staff continue a conversation with each other whilst customers are being served. I find Somerfield in UK really bad at this. In the main John Lewis and then M & S are in my opinion best at customer relations in UK from my experience and that may be why we pay a little more in those shops.

One thing I have done in past when I have received bad service is to say to that person, "you are lucky because I am not your mystery shopper...... today, this usually brings about a sudden change in manners.

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Bev

[What if the Hokey cokey is what it's all about

Hi Chris you email marks and complain about the service and tell them you will have no hesitation in writing to the news paper of your experience of such abismal customer service. There is no excuse for this and especially in marks when you go there to buy decent clothing and pay for it. I had a pair of jeans which were not of acceptable standard in the uk and they changed them with no hesitation also in the uk i used to buy the fresh coated chicken breast steaks and when i was eating one there was a small bit of bone which chipped my tooth so i sent off the bone to head office with my reciept and a letter and recieved a very prompt reply Plus £50 in vouchers and they paid my dental bill. They will act on your upset and disatisfaction as it is in thier best interest and if you dont it will just keep on happening the silly thing is the silly rude staff do not realise customers pay your wages and should be treated with respect Alex xx

Alex, I agree totally with what you are saying.

I do wonder how far it will go in Cyprus, because it is only a franchise. Maybe M&S will want to protect their good name. Maybe they will think it is only a small country with a minority of Brits and just won't bother. Although Cyprus is in the EU it still has a third world attitude where a lot of things are concerned.

It will be interesting to see what they say.

Verity .

_________________
Verity.

Be who you are, and say what you feel, because those who mind don't matter, and those who matter don't mind.

http://coecyp.blogspot.com

Hi verity i think they have to protect their name i really do but if they dont know and people dont complain they will think everything is going swimmingly not the case though. I do like having my rant now and again though and i hate poor customer service by ignorant staff aaarrrrrrrrrrrrrgggghhhh Alex

I have to agree with Alex. M & S usually can be relied on to 'do' the right thing. My cousin wrote and complained that his non iron shirts needed ironing and he got vouchers worth a lot more than he had paid. I once bought a birthday cake from there which although well in date was very dry and I wrote and was given vouchers also. So it is always worth doing if only to get it off your chest.

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Bev

[What if the Hokey cokey is what it's all about

Woo hoo now I am a junior

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Bev

[What if the Hokey cokey is what it's all about

Thank you all for your support and glad I am not the only person in the world who likes to be treated with respect and civility.

With your permission I might print this thread and send it to Head Office London with a letter as well of course as this might ensure that bad advertising is something they need to protect.

I am guessing that no one knows this manager.



Chris

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"If you haven't got a plan, you don't have a map. If you don't have a map, you'll never find the treasure!"

I have no idea who the manager is. And you can print anything I have said with pleasure. I am not commenting on a personal level, my comments are based on my opinion of customer service and what I expect.

As the prices charged are higher than the UK equivalent the service should match the prices. If it doesn't it should be addressed. And M&S should care about their reputation outside the UK and be careful who they sell their franchises to.

Verity.

_________________
Verity.

Be who you are, and say what you feel, because those who mind don't matter, and those who matter don't mind.

http://coecyp.blogspot.com

You can use what i have written not a problem hope it helps Alex xx

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I like being in Alex's world even if it is a little strange

same here Chris hope to helps

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Bev

[What if the Hokey cokey is what it's all about

When this thread was started
I thought I would let M&S know what people in cyprus thought of there paphos
branch.
So I emailed them and brought this thread to there attention.
Today I recieved this back from them..
====================================================================

Thank you very much for contacting M&S.

At M&S customer comments are very important to us. We always welcome
feedback about our stores, and so I appreciate this being brought to our
attention.

I know our international franchise team will be interested in these
views.

Thank you again for taking the time to write.

Regards

David Leslie

Marks & Spencer, Retail Customer Service
Telephone: 0845 302 1234
E-mail: RetailCustomer.services(@)marks-and-spencer.com
=====================================================================

I bet someone will be spoken to
but then politeness costs nothing

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REACH 1000`s of PAPHOS CUSTOMERS EVERY DAY FOR A FRACTION OF WHAT THE OTHERS CHARGE
----------------------------------------------------------------
Whilst the optimist and the pessimist argued that the whisky glass was either half full
or half empty ? .
I drank it .....
The opportunist..

Nice to see you got a reply and will be interesting if it changes

_________________
Life is short! Break the rules! Forgive quickly!
Love truly, Laugh uncontrollably
And never regret anything that made you smile Warning Internet forums may contain nuts

Neil

Thank you for that, Do I still need to contact them or will your contact be sufficient?

Chris

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"If you haven't got a plan, you don't have a map. If you don't have a map, you'll never find the treasure!"

It will be interesting to know what the 'international franchise team' have to say about it.

Wonder if you can write direct to them

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Molly

Treat others as you want to be treated

Chris I would contact them yourself also,
as you are the one who experianced the problem.
I just brought it to there attention.
They should know that there are over 20, 000 brit expats,
that live in the paphos region alone , and they all talk to each other
one way or another.
M&S are not likely to want there brand tarnished in the brit community
I would think it best you put your complaint forward personally

_________________
REACH 1000`s of PAPHOS CUSTOMERS EVERY DAY FOR A FRACTION OF WHAT THE OTHERS CHARGE
----------------------------------------------------------------
Whilst the optimist and the pessimist argued that the whisky glass was either half full
or half empty ? .
I drank it .....
The opportunist..

Thanks Neil

Will do
Chris

_________________
"If you haven't got a plan, you don't have a map. If you don't have a map, you'll never find the treasure!"

Chris - see if you can also get a direct contact with the International Franchise Team.

Might be helpful for all in the future.

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Molly

Treat others as you want to be treated

Let us know what response you get, Chris.

I wonder who the International Franchise Team is? It will be interesting to find out what their policy is when selling the Marks & Spencer name.

Verity.

_________________
Verity.

Be who you are, and say what you feel, because those who mind don't matter, and those who matter don't mind.

http://coecyp.blogspot.com

Will do

Chris

_________________
"If you haven't got a plan, you don't have a map. If you don't have a map, you'll never find the treasure!"